Understanding Service Analytics Data Source
Updated
Sprinklr Service’s Reporting and Analytics (also called Reporting) provides detailed insights on Key Performance Indicators (KPIs) and enables you to quickly analyze customer-service trends and insights.
Reporting in Sprinklr involves creating Widgets and configuring the Metrics and Dimensions according to the data you want to view or analyze. While configuring a Widget, you can find the Metrics and Dimensions related to Sprinklr Service Reporting in the Service Analytics Data Source. Service Analytics is your go-to data source for comprehensive analysis, ranging from queue analysis and agent performance to survey status and everything in between.
Report Groups
Just as related Metrics and Dimensions are stored in Reports, related Reports are organized into Report Groups. Report Groups are a collection of related Reports that help further ease the process of accessing related Metrics and Dimensions while creating a Widget.
Note: Report Groups are available only if Service Analytics Data Source is selected in the Widget Builder.
Below are the available Report Groups and their details:
Agent Time Card Report Group
The Agent Time Card Report Group includes Reports that track agent work hours and attendance. These Reports provide comprehensive details on various parameters, such as occupancy rates, and track agent login and logout times, offering insights into shift patterns and schedule adherence. By analyzing this data, you can ensure compliance with work-hour regulations and improve overall productivity.
The Agent Time Card Report Group includes the following Reports:
Agent Performance Report Group
The Agent Performance Report Group includes Reports evaluating individual agent efficiency and effectiveness. These Reports provide detailed insights into various performance parameters, such as resolution rates and response times for voice and digital channels. By analyzing these parameters, you can identify top-performing agents, pinpoint areas for improvement, and implement targeted training programs to enhance overall service quality.
The Agent Performance Report Group includes the following Reports:
Agent Omnichannel Performance Report (Upcoming)
Queue Report
The Queue Report Report Group includes Reports that provide data on Queue lengths, wait times, and handling efficiency. It provides details on Voice Queues (per assignment and per call) and digital queues. Additionally, it offers insights into peak traffic periods and agent performance metrics, enabling better resource allocation and service optimization.
The ‘Queue Report’ Report Group includes the following Report:
Omnichannel Queue Report (Upcoming)
Case Queue Report. (Upcoming)
Interaction Summary Report Group
The Interaction Summary Report Group includes Reports summarizing data from customer interactions across various channels. These reports provide a comprehensive overview of Case summaries and offer in-depth information on individual Cases. The reports also cover Case SLA (Service Level Agreement) parameters, highlighting whether Cases were resolved within the agreed timeframes. These Reports help you gain valuable insights into customer service performance, identify improvement areas, and ensure service standards compliance.
The Interaction Summary Report Group includes the following Reports:
Case SLA Detailed Report. (Upcoming)
Voice Additional Reports
The Voice Additional Reports Report Group includes Reports that provide additional data specific to voice interactions. It offers detailed insights, including callback details, which track the frequency and outcomes of callback requests. These Reports help in understanding customer call patterns, improving callback management, and enhancing overall voice interaction efficiency.
The ‘Voice Additional Reports’ Report Group includes the following Report:
Detailed Call States Report (Upcoming)
IVR Node Executions Report (Upcoming)
Survey Reports
The Survey Reports Report Group includes Reports that analyze customer feedback and Survey results. The Reports provide comprehensive survey summaries and detailed survey response data. These Reports help identify trends in customer satisfaction, highlight areas for improvement, and support data-driven decision-making to enhance overall service quality.
The ‘Survey Reports’ Report Group includes the following Report:
Real Time Reports
The Real Time Reports Report Group includes Reports providing up-to-the-minute performance data. It provides information on agent state and omnichannel Work Queues. These reports enable you to monitor real-time data and make immediate adjustments to optimize workflow and improve customer satisfaction.
The ‘Real Time Reports’ Report Group includes the following Report:
Omnichannel Case Queue Report. (Upcoming)
Live Chat Additional Report Group
The Live Chat Additional Report Group includes Reports detailing Live Chat interactions, including co-browsing sessions, video calls, and proactive prompts. These reports provide insights into the effectiveness and usage of these features, helping organizations enhance customer support. By analyzing these reports, organizations can comprehensively understand their Live Chat operations and identify opportunities for enhancing customer support.
The Live Chat Additional Report Group includes the following Report:
Chat Analytics Report (Upcoming)
Channel Custom Properties Report. (Upcoming)
Quality Management Report Group
The Quality Management Report Group includes reports that assess the quality of service and compliance within an organization. These Reports provide detailed insights into various parameters, such as coaching effectiveness, where they evaluate the impact of training sessions on agent performance. They also include AI feedback analysis, which leverages artificial intelligence to review and analyze customer interactions for quality assurance.
The Quality Management Report Group includes the following Report:
Case Level Quality Report. (Upcoming)
Guided Workflow Report Group
The Guided Workflow Report Group covers measuring the efficiency and success of Guided Workflows. It provides comprehensive insights into how well Guided Workflows are being executed and their overall effectiveness. You can identify areas for improvement, streamline Guided Workflow processes, and enhance overall operational efficiency. This ensures that Guided Workflows are not only followed accurately but also contribute to achieving business goals and improving productivity.
The Guided Workflow Report Group includes the following Report:
Miscellaneous Report Group
The Miscellaneous Report Group includes various Reports that don’t fit into other specific categories. These Reports cover a wide range of data and parameters, including Whisper barge-in and Macros applied at a user, profile, and message level. They provide unique insights that complement the more specialized Report Groups.
Reports
The Service Analytics Data Source consists of multiple Reports, which are data objects that store collections of related Metrics and Dimensions. Reports can be categorized based on use cases such as analyzing case volume, SLA Adherence, Agent Occupancy, or use of tools like Macros and Surveys. Agent Case Processing Time, Survey Summary, Omnichannel Work Queue, AI Feedback Analysis, and Case Level Quality are some of the Reports that are part of the Service Analytics Data Source. Refer to the Detailed Reports Glossary for detailed information, including the Metrics and Dimensions, on each of the Reports.
Available Reports
Below are the Reports available under the Service Analytics Data Source:
Report Name | Report Group | Description |
Agent Performance | It includes Metrics and Dimensions that provide data on the application of Macros by agents on Cases. These include the number of times Macros were applied and timestamp when they were applied for each Case. This information helps supervisors to track the Case movement and transfers based on number of Case Macros applied by the agents. | |
Agent Performance | It includes Metrics and Dimensions that show the overall time spent by agents in Agent Console/Care Console/Third Pane while working on a Case. It includes data on total time, along with timestamps and number of times a particular Case was opened. It helps supervisors to track active working time on each Case using the timer in the Care Console. | |
Agent Performance | It includes Metrics and Dimensions that show detailed information of call transfers initiated by the agent along with details of agent who picked up the transferred call. This provides information about the type of transfers, initiated and received timestamps, and Work Queues. | |
Agent Performance | It inlcudes Metrics and Dimensions that provides a comprehensive analysis of agent performance across digital channels, including chat, email, and social media. | |
Agent Time Card | It includes Metrics and Dimensions that show the exact time when agents logged in and logged out of the platform including the logged in time for each session. | |
Agent Time Card | It includes Metrics and Dimensions that show the time spent by agents in various status in the selected time range. | |
Real Time Reports | It provides details on the current state (if a user is working on a Case, idle, on call, or in another state) and availability status (available, busy, break, and so on as per configuration) of the users logged in to the platform. | |
Agent Time Card | It includes Metrics and Dimensions that show the exact timestamp of the change in agent status and time spent in each status. | |
Agent Performance | It includes Metrics and Dimensions that provide a detailed analysis of agent performance in handling voice interactions. | |
Quality Management | It monitors user feedback on AI evaluations, identifying areas for model improvement. This Report also highlights discrepancies between AI-generated scores and user-provided scores at the item level, aiming to enhance AI accuracy. | |
Quality Management | It examines variance and alignment between auditors and calibrators during calibration evaluations, offering detailed insights at both item and category levels. | |
Voice Additional Reports | It includes Metrics and Dimensions that provide detailed information on all tasks and scheduled callbacks in the Sprinklr system. | |
Interaction Summary | It includes Metrics and Dimensions that provide detailed information on the message level. Each record represents a message identified by a Universal message ID for every message received in the system. | |
Interaction Summary | It inlcudes Metrics and Dimensions that are used to find each action-level report on a Case. | |
Live Chat Additional | It provides real-time screen-sharing sessions where agents guide customers through on-screen navigation. This Report delivers insights into session frequency, duration, and modes used, helping brands identify behavioral patterns, assess session outcomes, and evaluate the effectiveness of agent interventions. These insights enable informed decisions to enhance customer support efficiency. | |
Quality Management | It offers a comprehensive overview of all coaching sessions, tracking the status of each session with detailed information such as the coach, trainees, session notes, and other relevant details. This report is a valuable tool for monitoring coaching progress, ensuring accountability, and enhancing the overall effectiveness of training programs. | |
Queue Report | It includes Metrics and Dimensions that provide comprehensive Queue details for all digital channels, including live chat, email, and social platforms such as Facebook, WhatsApp, and Reddit. | |
Quality Management | This Report monitors evaluations automatically unassigned from auditors after the due date, helping to identify Cases where system-assigned evaluations were unassigned due to time constraints or other factors. | |
Miscellaneous | It inlcudes Metrics and Dimensions that provide detailed information about the Scheduled Exports that are run from the system. | |
Miscellaneous | It includes Metrics and Dimensions details on the Macros applied at a user, profile, and message level. | |
Guided Workflow | The Guided Workflow Report provides in-depth data on the existing or executed Guided Workflows (GW). | |
Interaction Summary | It includes Metrics and Dimensions that govern information about the Case-level data from the time the Case was opened/created in the system till the time the status of the case is Closed. | |
Real Time Reports | It includes Metrics and Dimensions that provide details on the current backlog volume and progress volume of a Work Queue. | |
Live Chat Additional | It provides key insights into user interactions with proactive prompts, capturing metrics such as trigger count, engagement, completion, closure, and snooze actions. By tracking intercept and creative details, this report helps brands assess user responses and refine engagement strategies. | |
Survey Reports | It provides detailed data on responses from customers for all Survey questions, including basic case details such as sentiment, agent information, and last message details. Each question is shown as a separate dimension with corresponding answers, allowing multiple questions to be combined in the Report. | |
Survey Reports | It provides detailed data on customer responses for all Survey questions, including basic case details such as sentiment, agent information, and last message details. Each survey question is shown as a separate row with the corresponding answer mapped to it. | |
Survey Reports | It provides the summary and status of Surveys sent to customers associated with a Case, indicating whether the survey is filled, in progress, or just opened. | |
Live Chat Additional | It provides detailed insights into customer shopping activity, tracking metrics such as cart status, creation and modification times, purchase completion, and discounts applied. This report helps brands analyze purchase behavior, monitor cart statuses, and evaluate total purchases, enabling optimized cart and checkout experiences to enhance customer satisfaction. | |
Miscellaneous | It includes Metrics and Dimensions that show detailed information about the entire user activity, including dashboard usage, user updates, account, password, Macros, post usages, and edits. | |
Live Chat Additional | It captures key metrics for video calls, including call duration, start/end times, agent assignment details, and conversation types (for example, audio-only or video). This report helps brands assess video call performance, monitor agent efficiency, and optimize video interactions to improve overall customer support outcomes. | |
Real Time Reports | It includes Metrics and Dimensions that provide provide insights on the live calls (inbound and outbound) that are in IVR, Voice Bot, with agents, or being dialed. | |
Queue Report | It includes Metrics and Dimensions that provide the Queue details at a call level based on the initial Queue the call entered. | |
Queue Report | It includes Metrics and Dimensions that provide detailed Queue information at the assignment level, treating each call assignment as a separate call, even if reassigned. | |
Queue Report | It includes Metrics and Dimensions that provide comprehensive Queue details at the call level, counting each call as a single entity even if it is assigned multiple times. | |
Voice Additional Reports | It includes Metrics and Dimensions that provide comprehensive details about calls from a customer perspective, covering both inbound and outbound calls. | |
Miscellaneous | It includes Metrics and Dimensions that show detailed information about call monitoring activities, including Listening, Whispering, and Barge-In actions performed within the system. |