VIEW_DIGITAL_AGENT_PERFORMANCE
Updated
The Digital Agent Performance view measures agent performance across digital channels such as chat, email, SMS, and social. Each row represents an agent interaction on a case and includes assignment timing, response timestamps, handle time, response counts, and macro usage. The data can be aggregated by agent, conversation, or time range to produce digital performance reports similar to Sprinklr’s platform reporting. This view helps teams balance workloads across channels and maintain consistent digital response quality. Below are some of the scenarios where this Report is beneficial:
Digital Agent Performance Monitoring: Measure agent efficiency across chat, email, SMS, and social channels using metrics such as handle time, response times, response counts, and case assignments.
Workload Distribution and Capacity Planning: Analyze interaction volumes and assignment patterns across agents and channels to balance workloads and optimize staffing decisions.
Digital Service Quality and Process Adherence: Track response behavior, macro usage, and handling performance to ensure consistent customer engagement, improve response quality, and identify coaching opportunities.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable/Default | Is PII Field? | Unique Key |
ACCOUNT_ID | Account ID associated with the case or interaction | Varchar | No | No |
|
AGENT_ASSIGNMENT_INDEX | Assignment sequence index for the agent | Number | No | No |
|
AGENT_ASSIGN_TIME | Timestamp when the agent was assigned | Timestamp_LTZ | No | No | Yes |
AGENT_ID | Unique identifier of the agent handling the case. | Number | No | No | Yes |
AGENT_UNASSIGN_TIME | Timestamp when the agent was unassigned | Timestamp_LTZ | Yes | null | No |
|
ASSIGNMENT_METHOD | Method used to assign the case Sample Values: FAIR_ASSIGNMENT, PREFERRED_ASSIGNMENT, HOLDING_QUEUE |
Varchar |
No |
No |
|
CASE_NUMBER | Identifier of the case | Varchar | No | No | Yes |
CASE_RESPONSE_TIME | Total response time for the case | Number | No | No |
|
CASE_RESPONSE_TIME_EXCLUDING_FIRST | Response time excluding the first agent response | Number | No | No |
|
CHANNEL_SNAPSHOT | Channel details snapshot at assignment time Sample Values: WHATSAPP_BUSINESS, SMS, SPRINKLR_LIVE_CHAT |
Varchar |
No |
No |
|
FIRST_RESPONSE_TIME | Time to first response by agent | Number | Yes | null | No |
|
HANDLED_TIME_ASSIGNED_DURATION | Duration the case was actively assigned to the agent | Number | Yes | null | No |
|
IS_AGENT_RESPONDED | Whether the agent responded at least once Values: TRUE/FALSE |
Boolean |
No |
No |
|
MACRO_APPLIED | Boolean field stating if a macro was applied or not | Varchar | No | No |
|
RESPONSE_COUNT | Number of responses during the assignment | Number | No | No |
|
WORK_QUEUE | Work queue or routing bucket name | Varchar | 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.