Agent Digital Performance Report

Updated 

The Agent Digital Performance Report provides a comprehensive analysis of agent performance across digital channels, including chat, email, and social media. This Report enables supervisors to monitor digital engagement, identify areas for improvement, and ensure consistent, high-quality customer service across all digital platforms.

The Agent Digital Performance 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

Agent Assign Time.

Record Creation Time

When a Case is assigned to the agent.

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 Digital Performance Report:​

Name

Description

Response Time (Agent to Customer)

Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys.

First Response Time (Agent)

Measures the duration of first agent response that was sent on the Case after every assignment to the Queue from either agent assignment time or last un-responded customer message on the Case as per values selected in "Service Settings” screen.

Response Count

Count of responses sent by the agent on the Case.

Number Of Assignments

Measures number of times a particular Case has been assigned to the agent.

Number Of Assignments (With Brand Response)

Measures number of times a particular Case that has been assigned to the agent has been responded.

Handle Time

Measures the total time taken by the agent to handle the Case or the particular assignment as per the value selected in “Service Settings” screen.

Handled Interactions

Measures the total number of interactions handled by the agent based on number of assignments and value selected in the “Service Settings screen.

Response Time Excluding First (Agent)

Measures next response time made by the agent excluding the time taken to respond the first response.

Handle Time (Assigned Duration)

Shows the total time a Case was assigned to the agent. It will show the assigned duration based on each agent assignment.

Name

Description

Agent

The Sprinklr user for whom the report is being generated.

Agent Assign Time

Date Time stamp when the particular Case was assigned to the agent. If multiple agents were assigned, it will show timestamp for each of those agent assignments.

Agent UnAssign Time

Date Time stamp when the particular Case was un-assigned from the agent.

Assignment Method

Indicates if the agent assignment was a manual, Queue or direct assignment.

Agent Response Index (Per Assignment)

Indexing of responses made by the agent for every new assignment that happens to the Case.

Last Work Queue

Indicates the last Work Queue that the particular Case is a part of.

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.

Day of Time Range

This Dimension specifies the respective day number in the selected time range. Note that the start date will be referred to as Day 1 and so on.

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

Agent Groups for which the User is part of, if they are part of multiple groups, it will create multiple rows.

Case Details

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

Case Number

The ID number associated to the Case Details.

Account

The name of the social network account. When used with Case details, this will display the name of the "Organization Account" through which the first message associated to the Case is grabbed. Messages are ordered in a Case based on the time they were associated to the Case, not necessarily the date and time the messages were created.

Account Group

The name of the Sprinklr Account Group. An Account Group is a collection of Accounts within a Client that can contain multiple social networks. You can create and edit these groups under Administration> Settings.

Channel (Snapshot)

Provides the name of the channel that is associated to the Case at the time of the particular action. Once the channel is changed, any action done on the Case post that will be reported against the changed channel name, that is, it will indicate the snapshot channel associated to the Case.

Channel (All)

Provides all the names of the channel associated on the Case. If multiple channels are associated on the Case, it will split into multiple rows and denote each row for each individual channel associated.

Channel (Current)

Provides the current name of the channel associated on the Case. This will always show current value and can change later where the Case deflects to another channel,

Channel (Initial)

Provides the name of the channel based on the first message associated on the Case. It will always report the channel based on first message even if the Case deflects further to another channel.

This concludes our comprehensive coverage of the Agent Digital Performance Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.