VIEW_CASE_CLOCK
Updated
The Case Clock view tracks the actual time agents actively spend working on a case. A system-driven processing timer starts when a case is opened and pauses automatically when the agent navigates away. The view records clock start and pause events, duration, agent details, and case context.
These records can be aggregated to calculate total processing time per case or per agent and are commonly used as a base for AHT and case processing duration analysis.
This view helps distinguish true working time from simple case ownership, enabling more accurate productivity measurement. Below are some of the scenarios where this Report is beneficial:
Case Processing Time Analysis: Calculate the actual time agents actively spend on cases to measure handling time and identify cases requiring unusually high effort.
Agent Productivity Reporting: Aggregate processing durations by agent to evaluate active work time and support accurate AHT and productivity calculations.
Workload and Process Optimization: Analyze clock start, pause, and duration patterns to distinguish active casework from ownership time and identify workflow inefficiencies.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable / Default | Is PII Field? | Unique Key |
ACCOUNT_ID | Identifier for the account associated with the case or interaction | Varchar | No | No | No |
ACTION_TYPE | Type of action executed (processing start or stop) Sample Values: PAUSE_PROCESSING_CLOCK, STOP_PROCESSING_CLOCK |
Varchar |
No |
No |
No |
AGENT_ID | Unique identifier of the agent handling the case | Number | No | No | No |
CASE_NUMBER | Unique case identifier | Varchar | No | No | Yes |
CHANNEL_SNAPSHOT | Provides the name of the channel that is associated with the case at the time of the particular action Sample Values: WHATSAPP_BUSINESS, SMS, SPRINKLR_LIVE_CHAT |
Varchar |
No |
No |
No |
CUSTOM_PROPERTIES | Variant storing different custom fields associated with the case attribute Format: "CustomFieldID": ["Field Value"] |
Variant |
Yes |
No |
No |
DATE | The record date or event timestamp | Timestamp_LTZ | No | No | No |
LAST_WORK_QUEUE | The queue last associated with the case before processing | Varchar | Yes | null | No | No |
PROCESSING_CLOCK_START_TIME | Time when processing started | Timestamp_LTZ | No | No | Yes |
PROCESSING_CLOCK_STOP_TIME | Time when processing stopped | Timestamp_LTZ | No | No | No |
PROCESSING_DURATION | Duration for which the processing occurred | Number | No | 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.