Agent Case Macro Usage Report

Updated 

16 days ago

The Agent Case Macro Usage Report shows the performance of agents regarding the usage of Macros on Cases. It includes the count of Macros applied and the timestamps when each Macro was applied at the Case level. This information helps supervisors track Case movement and transfers based on the number of Macros applied by agents. Refer to the Generic Macro Usage Report for details on Macros applied at a user, profile, and message level.

The Agent Case Macro Usage Report belongs to the Agent Performance Report Group.

Attribute

Status

Behavior of User Custom Fields

User Custom fields are supported in this report. The field will show the value attribute for that field mapped against the 'Agent' Dimension.

The User can use the Dimension Configurator to select whether to show the snapshot value or the current value of the field.

Behavior of Case Custom Fields

Case-level Custom Fields (CF) are supported in this Report. Plotting any Case-level CF will display the value attribute for that field on the Case. By default, the field shows the snapshot value of the field for the Case.

The Current Value of the Custom field can also be plotted by selecting "Current" in the Dimension Configurator.

Date Filter

Case Macro Apply Time.

Record Creation Time

Records for this report are created when the agent applies a Macro.

Refresh Frequency

5 minutes.

Aggregation Supported

Supported at 15-minute intervals.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Agent Case Macro Usage Report:

Name

Descriptions

Unique Case Macro Usage Count

It refers to the distinct number of cases on which a Macro has been applied.

Note: Uniqueness is determined through aggregation within the Widget. For example, if three different Macros were applied to a single case (such as "Assign to X," "Escalated," and "Closed" at different times), the Unique Case Macro Usage Count, when aggregated by the "Macro name," would display three entries. However, the total count will show as one, reflecting the unique cases where macros were applied.

Case Macro Usage Count

Number of times a Macro was used. 

Case Macro Apply Time from Agent Assignment

Time difference between user/agent assignment to the Case and Macro application on the case.

Note: If a user applies a Macro to a Case that is not assigned to them, the metric value will be recorded as 0 milliseconds.

Macro

Name of the Macro used.

Case Macro Apply Time

Timestamp when a Macro was applied on the Case.

Did Assignee Trigger Macro

Boolean field indicating if the Macro applied is trigged by the agent who is assigned to the Case or someone else.

Transfer Macro Count

Measures the count of Macros applied on the Case based on transfer Macros selected in "Service Settings" screen.

Case Macro Apply time from Case Creation

Time difference between Case creation of the Case and Macro application on the Case.

Name

Descriptions

Agent

The Sprinklr user for whom the report is being generated.

Agent Id

The Sprinklr user ID for whom the report is being generated.

Agent Email Id

Email ID of the user.

Agent Federation Id

Federation ID of the user for whom report is been generated.

Date

Date on which the event occurred.

Day of Year

This is the sequential day number starting with day 1 on January 1st.

Time of day

The specific 1-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Time of day (30 minutes interval)

The specific half-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Time of Day (15 Minute Interval)

The specific quarter-hour period within a day when an activity took place, represented in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.

Week of Year

This is the sequential week number in the year starting the week count with Sunday.

Month Of Year

The name of the Calendar Month on which the activity occurred.

Day of the Week

The name of the day of the week on which the activity occurred.

Agent Skills (Comma Separated)

Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma separated.

Agent Skill VS Proficiency (Comma Separated)

Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma separated.

Agent Skill

Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma separated.

Agent Manager

Agent Manager Assigned to the user.

Agent Group

The name of the Sprinklr Agent group.

Case Number

The ID number associated to the Case Details.

Case Details

Associated case to the event, which includes the Case subject, Case ID and the Description.

This concludes our comprehensive coverage of the Agent Case Macro Usage Report. Refer to the Generic Macro Usage Report for details on Macros applied at a user, profile, and message level. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

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