VIEW_CASE_MACRO_SUMMARY
Updated
The Agent Case Macro Usage Report provides insights into how agents use macros on cases, including the number of macros applied, the time from case creation/assignment until macro application, and details about whether the assignee triggered the macro. This report helps supervisors monitor agent efficiency in handling cases, track process adherence, and analyze case transfers. Below are some of the scenarios where this Report is beneficial:
Macro Adoption and Usage Analysis: Track how frequently agents apply macros to cases and identify commonly or underused macros.
Agent Efficiency and Process Adherence: Measure the time between case creation or assignment and macro application to assess handling efficiency and adherence to standard processes.
Case Assignment and Transfer Analysis: Determine whether macros were applied by the assigned agent and analyze macro usage across case transfers to identify workflow gaps.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Descriptions | Data Type | Nullable / Default | PII Fields | Unique Key |
AGENT_ID | Indicates the Agent Id on Sprinklr system. | VARCHAR | NO | No | No |
AGENT_NAME | Name of the Agent given on the Sprinklr system. | VARCHAR | NO | Yes | No |
CASE_MACRO_APPLY_TIME | Timestamp when a macro was applied to the case. | NUMBER | NO | No | Yes |
CASE_MACRO_APPLY_TIME_FROM_ASSIGNMENT | Total time taken from case assignment until the macro was applied. | NUMBER | NO | No | No |
CASE_MACRO_APPLY_TIME_FROM_CASE_CREATION | Total time taken from case creation until the macro was applied. | NUMBER | NO | No | No |
CASE_NUMBER | Identifier of the case on which the macro was applied. | VARCHAR | NO | No | Yes |
CHANNEL | Communication channel of the case Sample Values: WHATSAPP_BUSINESS, SMS, SPRINKLR_LIVE_CHAT |
VARCHAR |
NO |
No |
No |
DATE | Date when the macro was applied. | DATE | NO | No | No |
DID_ASSIGNEE_TRIGGER_MACRO | Boolean flag indicating whether the assignee applied the macro. Values: TRUE/FALSE |
BOOLEAN |
YES | NULL |
No |
No |
MACRO_ID | Unique identifier of the macro applied. | VARCHAR | NO | No | Yes |
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.