Name

Description

Calls Requested For an Agent

Measures the number of calls which were requested for an agent including both inbound and outbound calls.

Calls Assigned to Agent

Measures the number of calls that are assigned to the first agent in the Queue.

Number of Connected Calls

Number of calls where agent and customer both connected on the call, including inbound and outbound calls dialed.

Calls Abandoned after Agent Assignment

Measures the number of calls that are abandoned after the agent was assigned to the call but not connected on the call.

Calls Abandoned in Queue

Number of calls that entered in the Queue and abandoned before being connected with the agent. Counts for both inbound and outbound call.

Calls Abandoned before Agent Assignment

Measures the number of calls that are abandoned before the agent was assigned to the call.

Total Customer Short Abandons

Total number of calls where the customer abandoned the call before the agent was connected on the call, including for both inbound and outbound calls within the selected threshold in the "service settings screen".

Service Level (Call)

Measures the service level of overall calls entering the initial Queue, that is, number of connected calls within a threshold that is defined in "service settings screen" over total number of calls requested (excluding the short abandons).

Total Wait Time

Total time a customer had to wait before the call was either answered or abandoned by the agent/ customer. This is a sum of time spent in Queue and time the call was ringing on the agent console (if requested for the agent).

Speed of Answer

Total time a customer had to wait before the call was answered by the agent. This is calculated only for calls which are connected by the agent.

Ring Time (Call)

Indicates ring time of the call irrespective of inbound or outbound call.

First Queue Time (Call)

Time spent by the call in the first Queue before that requesting for an agent.

Total Customer Abandons

Total number of calls where customer abandoned the call before the agent was connected on the call including for both inbound and outbound calls.

% Calls Abandoned While Waiting

Calls abandoned after requesting for an agent / Number of calls requested for an agent for both inbound and outbound calls.

Total ACW Time (Call)

Time spent filling the ACW based on values selected in "service settings screen".

Total Hold Time (Call)

Total time for which customer was put on hold.

Total Talk Time (Call)

Total time spent in talking.

Average Handle Time

Average of total handle time as per values selected in "service settings screen" over total number of connected calls.

Total Handle Time

Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time, and more, based on metrics selected in the "service settings screen".

Total Preview Time (Call)

Indicates the preview time spent by the agent on call in Cases of outbound call.

Customer Dial Time (Call)

Time spent by the agent on the outbound call when its ringing to the customer, that is, agent is connected and waiting for customer to join the calls (for of manual, preview calls).

Name

Description

Initial Work Queue

Depicts the name of the initial Work Queue where the call went in.

Call Start Time

Timestamp when the particular call started.

First Engaged Agent Offer Time

Indicates the time when the first engaged agent accepts the offer for the call.

Queue Request Time

Date Timestamp when the call was requested to enter the Queue or requested to connect with an agent.

Is Manual Call?

Boolean dimension indicating if the Outbound calls is a manually dialed call.

Is Scheduled Callback?

Boolean field indicating if the call was a scheduled callback or not.

Is ACW Callback?

Boolean field indicating if the call was a ACW callback dial out or not.

Direction

Indicates the direction of the call with respect to the customer. If the call is dialed in by customer, it will be termed as inbound and if the call is dialed out by the Sprinklr agent it will be termed as outbound.

Case Details

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

Voice Application

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

Case Number

The ID number associated to the Case.

Conversation Id

Unique ID associated with that particular call. (There can be multiple calls associated to a Case, and each call will have a separate and unique conversation ID).

Customer Phone Number

Phone number of the customer associated on the call.

Contact Centre Phone Number

This will indicate the contact center phone number from where the call is initiated (outbound - manual/ preview) or where the call is received (inbound and outbound predictive).

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 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.

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.

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.

First Engaged Agent ID

Agent ID of the first agent engaged on the call (first engaged agent refers to the one to agent which was first connected on the call).

First Engaged Agent Email ID

Email ID of the first engaged agent. (first engaged agent refers to the one to agent which was first connected on the call).

First Engaged Agent Name

Name of the first engaged agent. (first engaged agent refers to the one to agent which was first connected on the call).

First Engaged Agent Group

Agent Group for which the first engaged agent is a part of, if they are part of multiple groups, it will create multiple rows.

First Engaged Agent Federation Id

Federation ID of the first engaged agent associated on the call.