VIEW_DIGITAL_QUEUE_REPORT
Updated
The Digital Queue view tracks how digital cases move through work queues. Each row represents a queue assignment cycle, including reassignments and transfers. It captures offered, answered, and abandoned indicators, queue wait times, assignment durations, handle times, and SLA metrics using Sprinklr logic.
This view provides a complete picture of a case’s journey through queues from entry to resolution. Queue managers use this view to evaluate queue efficiency, staffing needs, and digital SLA performance. Below are some of the scenarios where this Report is beneficial:
Queue Performance and SLA Monitoring: Analyze queue wait times, handle times, assignment durations, and SLA metrics to evaluate queue efficiency and ensure service level compliance.
Workload Distribution and Staffing Optimization: Track offered, answered, abandoned, reassigned, and transferred cases across queues to identify workload imbalances and optimize staffing levels.
Case Routing and Journey Analysis: Monitor the complete lifecycle of digital cases through different queues to identify routing bottlenecks, improve assignment strategies, and enhance customer experience.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Definition | Data Type | Nullable & Default Value | PII Field | Unique Key | |
INTERACTIONS_OFFERED_TO_QUEUE_COUNT | Count of interactions that entered the queue | Number | No | No |
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INTERACTIONS_ANSWERED_IN_QUEUE_COUNT | Count of interactions that were answered in the queue | Number | No | No |
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INTERACTION_UNANSWERED_IN_QUEUE_COUNT | Count of offered interactions that were not answered | Number | No | No |
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AGENT_ASSIGNMENT_COUNT |
Total number of agents assigned on the case in the particular work queue |
Number |
| If we can give number, best. If not, give flag. Number of agent assignments |
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FIRST_RESPONSE_TIME_IN_QUEUE | Time taken to provide the first agent response while the ca | Number | No | No |
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AVERAGE_HANDLE_TIME_QUEUE | Average time an interaction was handled by agents in the q | Number | No | No |
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INTERACTION_REASSIGNED_WITHIN_QUEUE_FLAG | Count of times the interaction was reassigned to a differen | Number | No | No |
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INTERACTION_TRANSFERRED_IN_FLAG | Indicates if an interaction was transferred into this queue | Number | No | No |
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INTERACTION_TRANSFERRED_OUT_FLAG | Count of times the interaction was transferred out of this q | Number | No | No |
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INTERACTION_ORIGINATED_IN_QUEUE_FLAG | Indicates interactions created directly in the queue (coun | Number | No | No |
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WORK_QUEUE_ID | Unique identifier for the work queue | Varchar | No | No | Yes | |
CASE_NUMBER | Unique case identifier from the Case system | Varchar | No | No | Yes | |
DATE | Date of case assignment to Work Queue | Varchar | No | No |
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WORK_QUEUE_ASSIGNMENT_TIMESTAMP | Timestamp when the work was assigned to the queue | Timestamp_LTZ | 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.