VIEW_CASE_SLA_REPORT
Updated
The Case SLA Report offers a thorough overview of case lifecycle occurrences and service-level effectiveness. It records precise timestamps and periods concerning case initiation, queue management, agent allocation, agent activities, and response intervals. By monitoring interactions at both the queue and agent levels, this report facilitates the precise assessment of SLA compliance and the overall effectiveness of case management.
This report is vital for overseeing response and action timelines, spotting SLA violations, and enhancing case distribution and agent processes across different channels. Below are some of the scenarios where this Report is beneficial:
SLA Monitoring & Compliance: Monitor crucial SLA metrics, including agent response time to customers, action completion times, and queue waiting durations, to guarantee adherence to established service-level agreements.
Queue & Assignment Efficiency Analysis: Examine the duration cases stay in queues, the speed of assignment and unassignment processes, and identify the most efficient assignment strategies for minimizing handling delays.
Agent Performance & Case Flow Insights: Monitor agent activities, response patterns, and assignment durations to assess agent efficiency, pinpoint obstacles, and enhance end-to-end case management.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable / Default | Is PII Field? | Unique Key | Is Mutable? |
CASE_CREATION_TIME | Timestamp indicating when the case was created. | TIMESTAMP | NO | No |
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CASE_QUEUE | Queue in which the case was placed. | VARCHAR | NO | No |
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CASE_QUEUE_DURATION | Total time the case spent in the queue. | NUMBER | NO | No |
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CASE_QUEUE_ASSIGN_TIME | Timestamp when the case was assigned to a queue. | TIMESTAMP | NO | No |
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CASE_QUEUE_UNASSIGN_TIME | Timestamp when the case was removed from the queue. | TIMESTAMP | YES | NULL | No |
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AGENT_ASSIGN_TIME | Timestamp when the case was assigned to an agent. | TIMESTAMP | YES | NULL | No |
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AGENT_UNASSIGN_TIME | Timestamp when the case was unassigned from an agent. | TIMESTAMP | YES | NULL | No |
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ASSIGNMENT_METHOD | Method by which the case was assigned (e.g., Auto, Manual). | VARCHAR | NO | No |
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RESPONSE_TIME_AGENT_TO_CUSTOMER | Time taken by the agent to respond to the customer. | NUMBER | NO | No |
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AGENT_RESPONSE_INDEX_PER_ASSIGNMENT | Index representing the sequence of agent responses per assignment. | NUMBER | NO | No |
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CASE_ACTION_DURATION | Duration of the specific action performed on the case. | NUMBER | NO | No |
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ACTION_TYPE | Type of action performed on the case (e.g., Reply, Note, Status Change). | VARCHAR | NO | No |
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ACTION_TIME | Timestamp when the action occurred. | TIMESTAMP | NO | No |
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AGENT | Identifier or name of the agent performing the action. | VARCHAR | NO | Yes |
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CASE_NUMBER | Unique identifier of the case. | VARCHAR | NO | No |
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ACCOUNT | Identifier of the account associated with the case. | VARCHAR | NO | No |
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CHANNEL | Communication channel associated with the case (e.g., Email, Chat, Voice, Social). | VARCHAR | NO | No |
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