‎Case Message Details Report | Sprinklr Help Center

Case Message Details Report

Updated

16 days ago

The Case Message Details Report provides detailed information on the message level. Each record represents a message identified by a Universal message ID for every message received in the system. This report details the number of messages, message type, intent, and other message-level properties.

The Case Message Details Report belongs to the Interaction Summary 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 Message Custom Fields	Message Custom Fields (CF) are supported in this Report based on each unique message.
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. 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	Message Date.
Record Creation Time	When message is posted.
Refresh Frequency	5 minutes.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Case Message Details Report:

Metrics

Dimensions

Name	Description
Case Number	The ID number associated with the Case Details.
Message	The text of the inbound or outbound message associated to the Case.
Message Date	The calendar date when the inbound or the outbound message was sent.
Agent ID	ID of the brand who made the response on the Case, including bot and system messages.
Has Brand Response?	This denotes If the Inbound message has organization response or not.
Agent Group	Denotes the user group associated to the organization response by user field.
Message ID	Denotes the unique message ID associated to each message of the Case details.
Account	The name of the social network account. When used with Case details, this will display the name of the "Brand 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.
Status	The value in the status field of each message.
Agent	Denotes the name of the user who made the response associated to the message including the bot and the system responses.
Message Type	Indicates the type of message if this is a live chat message, voice transcript or a voice recording.
Message Sent By	Denotes the owner of the message if the message is being sent by the customer or the organization (system and agent).
Channel	Provides the name of the channel associated on the Case. This dimension can be used to segment a common metric across multiple channels and will show the list of all channels associated to the first message of the Case.
Case Details	Associated Case to the event, which includes the Case subject, Case ID and the Description.
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.
Workspace	Indicates the workspace to which all the activities are associated with.
Agent Email Id	Email ID of the user who responded the message.
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 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 Week	The name of the day of the week on which the activity occurred.

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

Name	Description
Total Message Count	The number of inbound and outbound messages to an account and the particular Case, including messages from the customer or replies by the agent/bot.
Volume of Negative Sentiment Messages	Measures the count of messages where negative sentiment was detected.
Outbound Message Count	The number of messages that went out from the Sprinklr system, including the messages sent by the bot or the system.
Volume of Positive Sentiment Messages	Measures the count of messages where positive sentiment was detected.
Volume of Neutral Sentiment Messages	Measures the count of messages where neutral sentiment was detected.
Inbound Message Count	The number of messages that came into the Sprinklr system from the customer associated to the Case.

Case Message Details Report

Metrics and Dimensions

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