Name

Description

Callback Call Duration

If the callback is dialed out and connected with the customer, this indicates the duration of the callback dialed out.

Callback Completed Count

Indicates the count of callbacks which were completed, that is, the callbacks were dialed out and completed.

Callback Completed Count by Original Agent

Indicates the count of callbacks which were completed by the original agent who was assigned on the task created.

Callback Completed Count by Re-Assigned Agent

Indicates the count of callbacks which were completed by the reassigned agent on the task created.

Callback Count from First Call within SLA

Indicates the count of calls where the callback duration from first call was within the SLA defined. This can be used with relevant SLA preset to get the count of calls within SLA.

Callback Duration from Creation Date

Indicates the time difference between the Callback Created Time - Callback Called At. If the callback is not yet dialed out, it shows the difference from the current time.

Callback Duration from Due Date

Indicates the time difference between the Callback Due Date - Callback Called At. If the callback is not yet dialed out, it shows the difference from the current time.

Callback Duration from First Conversation Time

Indicates the time difference between the first conversation time associated on the task with the time when the scheduled callback was dialed out, that is, Called At - First Conversation Time. If the callback is not yet dialed out, it shows the difference from the current time.

Callback Re-Assigned Count

Indicates the count of callbacks which were reassigned to another agent from the original agent associated to the task created.

Callback Task Count

Indicates the count of total scheduled callback tasks that were created or scheduled for.

Time Since First Conversation

Indicates the time duration from the first conversation time associated on the callback task.

Name

Description

Account

The name of the social network Account. When using this dimension in association with Case, 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.

Agent Status During Callback Offer

Indicates the availability status of the agent when the call was offered to the agent.

Assignee ID

Indicates the ID of the assignee to whom the task is assigned. This can be the ID of the Work Queue or Sprinklr ID of the agent based on the assignee type.

Callback Assigned Agent

Indicates the name of the agent to whom the callback is assigned. For direct assignments to agent this will show the same agent as assigned to, but for assignments to Queue - this will indicate the agent to whom it was assigned later.

Callback Assigned Agent Email ID

Indicates the email ID of agent based on callback assigned agent.

Callback Assigned Agent Group

Indicates the User group of the user to whom the callback was assigned (This can be directly assigned to the agent or from the Work Queue to which the task was assigned). If the agent is part of multiple user groups, the rows will split for each value.

Callback Assigned Agent ID

Indicates the Sprinklr ID of the agent to whom the callback is assigned. This is based on callback assigned agent.

Callback Assigned Agent Manager

Indicates the name of the manager of the agent to whom the task is assigned. This is based on callback assigned agent.

Callback Assigned Agent Skill

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

Callback Assigned Agent Skill VS Proficiency (Comma Separated)

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

Callback Assigned Agent Skills (Comma Separated)

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

Callback Called At

Timestamp when the actual call is called at on the particular task. This will always indicate the latest associated call on the task scheduled.

Callback Conversation ID

Indicates the unique conversation ID associated to the call that was dialed out from the callback scheduled. This will always indicate the ID for the latest associated call on the task scheduled.

Callback Created Time

Indicates the timestamp when the callback task was created.

Callback Created Time Interval

Indicates the time interval when the callback task was created based on created time.

Callback Creator

Indicates the name of the user who created/ scheduled the callback task. This indicates the snapshot of the user or bot who created the task on the system.

Callback Due Date

Indicate the date timestamp when the callback is due or scheduled for.

Callback Number

Indicates the customer phone number for which the callback is scheduled or has to be dialed out.

Callback Process ID

This indicates the IVR ID where the callback is scheduled from and used for internal debugging purposes.

Callback Task ID

Indicates the unique ID associated to the particular task created.

Callback Task Status

Indicates the current status of the task whether the task is new, cancelled, completed, expired, and so on.

Callback Until Time

Indicates the time stamp when the callback task gets expired.

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.

Task Priority

Indicates the priority defined for the particular task.

Voice Call Status

Indicates the status of the particular call that was dialed out on the task. This will always indicate the latest associated call on the task scheduled.

Sub-Campaign

Indicates the sub-campaign that the particular task is associated with.

Task Custom Property

-

Assignee Type

Indicates the type of assignee the task is assigned to. This can be either user, Work Queue, external user, and so on.

Campaign

Name of the Campaign associated to the call.

Agent Connected Time

Indicates the timestamp when the agent connected on the particular call.

Customer Connected Time

Indicates the timestamp when the customer connected on the particular call.

Assignee Name

Indicates the name of the assignee to whom the task is assigned. This can be the name of the Work Queue or name of the agent based on the assignee type.

Call Back Triggered By

Name of the agent or bot which created the scheduled callback task or triggered the task for creation. It gets updated to the current name on the system, that is, it will be same as creator if the name doesn’t get updated later.

Voice Application

Name of the voice application configured in the system to receive or dial out the calls of the center.

First Conversation Time

This will indicate the conversation date timestamp of the first call associated to the Case on which the callback is scheduled for.

Summary

Indicates the details of the task along with Case number, callback number associated or any other comment while creating the callback task.

Workspace

Indicates the workspace to which the data is associated with.

Callback Origin

Indicates the origin of the callback - path from where the callback was created like guided path, ACW, bot or manual creation.

Profile

Indicates the details of the customer profile associated to the callback scheduled.

Campaign ID

Indicates the campaign ID associated to the campaign on which the particular task/ callback is associated with.

Level (1-9)

Hierarchy Level - used when plotting Pivot Tables - to show hierarchical count of Tasks.

Date

Date when the activity occurred.

Day of Year

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

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.