‎VIEW_CASE_SUMMARY | Sprinklr Help Center

VIEW_CASE_SUMMARY

Updated

8 days ago

The Omnichannel Case Summary view provides a single, consolidated record per case across all channels. It includes case identifiers, creation and closure details, participating agents, response counts, first and average response times, and overall case KPIs.

This view serves as a central case-level dataset for customer experience and operational analysis. Teams often use this as a base table for executive reporting and holistic case analysis.

Below are some of the scenarios where this Report is beneficial:

Omnichannel Case Performance Analysis: Analyze case volumes, response times, closure durations, and overall case KPIs across all channels to measure service performance and customer experience.
Executive and Operational Reporting: Use a consolidated case-level view to create dashboards and reports that track case trends, agent participation, resolution efficiency, and business outcomes.
Customer Experience and Journey Insights: Track the complete lifecycle of cases, including customer interactions, agent involvement, and response patterns, to identify opportunities for improving service quality and operational effectiveness.

Field Mapping/ Glossary

The report will include the following information:

Field Name	Description	Data Type	Nullable/Default	PII Field	Unique Key
ACCOUNT	Identifier of the account associated with the case.	VARCHAR	NO	No
ALL_ENGAGED_AGENTS	Comma-separated list of all agents who engaged with the case.	VARCHAR	YES \| NULL	No
ALL_RESPONDED_AGENTS	Comma-separated list of agents who responded to the case.	VARCHAR	YES \| NULL	Yes
ASSOCIATED_BRAND_MESSAGE_COUNT	Total number of brand messages associated with the case.	NUMBER	YES \| NULL	No
AVERAGE_CASE_RESPONSE_TIME	Average response time for the case across all brand responses.	NUMBER	YES \| NULL	No
BRAND_MESSAGE_COUNT	Total number of user brand messages associated with the case.	NUMBER	YES \| NULL	No
CASE_ASSOCIATED_CUSTOMER	Identifier of the customer associated with the case.	VARCHAR	YES \| NULL	Yes
CASE_ASSOCIATED_MESSAGE_COUNT	Total number of messages associated with the case.	NUMBER	YES \| NULL	No
CASE_BRAND_RESPONDED_FLAG	Indicator showing whether the brand responded to the case. Values: TRUE/FALSE	BOOLEAN	YES \| NULL	No
CASE_CLOSURE_DURATION	Total time taken to close the case from creation.	NUMBER	YES \| NULL	No
CASE_CLOSURE_TIMESTAMP	Timestamp indicating when the case was closed.	TIMESTAMP	YES \| NULL	No
CASE_NUMBER	Unique identifier of the case.	VARCHAR	NO	No	Yes
CASE_TOTAL_RESPONSE_TIME	Total response time accumulated for the case.	NUMBER	YES \| NULL	No
CHANNEL_TYPE	Channel through which the case originated (e.g., Email, Chat, Social).	VARCHAR	NO	No
CREATED_TIME	Timestamp indicating when the case was created.	TIMESTAMP	NO	No
CURRENT_PREDICTED_CSAT_SCORE	Latest predicted CSAT score for the case.	NUMBER	YES \| NULL	No
FIRST_ASSOCIATED_CUSTOMER_MESSAGE_TIME	Timestamp of the first customer message associated with the case.	TIMESTAMP	YES \| NULL	No
FIRST_ASSOCIATED_USER_BRAND_MESSAGE_CREATED_TIME	Timestamp of the first user brand message associated with the case.	TIMESTAMP	YES \| NULL	No
FIRST_ASSOCIATED_USER_BRAND_MESSAGE_TIME_EXCLUDES_IMPORT	Timestamp of the first user brand message excluding auto-imported messages.	TIMESTAMP	YES \| NULL	No
FIRST_BRAND_RESPONSE_TIMESTAMP	Timestamp of the first brand response on the case.	TIMESTAMP	YES \| NULL	No
FIRST_CASE_RESPONSE_DURATION	Time taken to provide the first response to the case.	NUMBER	YES \| NULL	No
INITIAL_PREDICTED_CSAT_SCORE	Predicted CSAT score at the time of case creation.	NUMBER	YES \| NULL	No
IS_BRAND_RESPONDED	Flag indicating whether the brand has responded to the case. Values: TRUE/FALSE	BOOLEAN	YES \| NULL	No
IS_USER_BRAND_RESPONDED	Flag indicating whether a user brand response exists on the case. Values: TRUE/FALSE	BOOLEAN	YES \| NULL	No
LATEST_ASSOCIATED_BRAND_MESSAGE_TIME	Timestamp of the most recent brand message associated with the case.	TIMESTAMP	YES \| NULL	No
LATEST_ASSOCIATED_CUSTOMER_MESSAGE_TIME	Timestamp of the most recent customer message associated with the case.	TIMESTAMP	YES \| NULL	No
ROUTED_TO_AGENT_FLAG	Indicator showing whether the case was routed to an agent or a bot. Values: TRUE/FALSE	BOOLEAN	YES \| NULL	No
STATUS	Current status of the case. Sample Values: WHATSAPP_BUSINESS, SMS, SPRINKLR_LIVE_CHAT	VARCHAR	NO	No
TIMESTAMP_SINCE_CASE_WAS_CREATED	Time elapsed since the case was created.	NUMBER	YES \| NULL	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.

VIEW_CASE_SUMMARY

Field Mapping/ Glossary

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