VIEW_CASE_ACTION_SUMMARY
Updated
The Case Action Summary view records every significant action taken on a case, including agent assignments, unassignments, queue movements, and brand or agent responses. Each action is logged as a distinct event, enabling calculation of time-based KPIs such as response time, action duration, and queue SLA performance. Below are some of the scenarios where this Report is beneficial:
Case Lifecycle and Action Tracking: Monitor assignments, unassignments, queue movements, and responses to understand how each case progresses through its lifecycle.
Response Time and SLA Analysis: Use action timestamps to calculate response times, action durations, and queue-level SLA performance.
Routing and Operational Efficiency Monitoring: Analyze agent and queue movements to identify frequent reassignments, routing delays, and workflow bottlenecks.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable / Default | Is PII Field? | Unique Key |
CASE_CREATION_TIME | Timestamp indicating when the case was created. | TIMESTAMP | NO | No |
|
CASE_QUEUE | Queue in which the case was placed. | VARCHAR | NO | No |
|
CASE_QUEUE_DURATION | Total time the case spent in the queue. | NUMBER | NO | No |
|
CASE_QUEUE_ASSIGN_TIME | Timestamp when the case was assigned to a queue. | TIMESTAMP | NO | No |
|
CASE_QUEUE_UNASSIGN_TIME | Timestamp when the case was removed from the queue. | TIMESTAMP | YES | NULL | No |
|
AGENT_ASSIGN_TIME | Timestamp when the case was assigned to an agent. | TIMESTAMP | YES | NULL | No |
|
AGENT_UNASSIGN_TIME | Timestamp when the case was unassigned from an agent. | TIMESTAMP | YES | NULL | No |
|
ASSIGNMENT_METHOD | Method by which the case was assigned Sample Values: MACRO, DIRECT_ASSIGNMENT_VIA_RULE, FAIR_ASSIGNMENT |
VARCHAR |
NO |
No |
|
RESPONSE_TIME_AGENT_TO_CUSTOMER | Time taken by the agent to respond to the customer. | NUMBER | NO | No |
|
AGENT_RESPONSE_INDEX_PER_ASSIGNMENT | Index representing the sequence of agent responses per assignm | NUMBER | NO | No |
|
CASE_ACTION_DURATION | Duration of the specific action performed on the case. | NUMBER | NO | No |
|
ACTION_TYPE | Type of action performed on the case (e.g., Reply, Note, Status Change). Sample Values: USER_UN_ASSIGNMENT, BRAND_RESPONSE, QUEUE_REMOVAL |
VARCHAR |
NO |
No |
|
ACTION_TIME | Timestamp when the action occurred. | TIMESTAMP | NO | No |
|
AGENT | Identifier or name of the agent performing the action. | VARCHAR | NO | Yes |
|
CASE_NUMBER | Unique identifier of the case. | VARCHAR | NO | No |
|
ACCOUNT | Identifier of the account associated with the case. | VARCHAR | NO | No |
|
CHANNEL | Communication channel associated with the case Sample Values: WHATSAPP_BUSINESS, SMS, SPRINKLR_LIVE_CHAT |
VARCHAR |
NO |
No |
|
Intended Use and Prohibited Uses
DataStream is intended solely to support operational efficiency, service delivery, business intelligence, and process optimisation. The product is not designed or intended for employee monitoring, workplace surveillance, performance evaluation, profiling of individuals, or making decisions that materially affect an individual's employment, rights, opportunities, or access to services.
DataStream does not process biometric data for the purpose of identifying individuals and does not perform emotion recognition, affect detection, or emotion inference in the workplace.
Customers must not use DataStream in a manner inconsistent with these intended purposes and remain responsible for ensuring compliance with applicable legal and regulatory requirements as well as with Sprinklr's Acceptable Use Policy.