Name 

Description 

Time Spent in Status (Concurrently) 

Measures time spent by the agent in a particular status with concurrent cases assigned to the agent in a particular time interval 
 NOTE: To calculate the time spent by an agent with a certain number of cases assigned -> use this metric with dimension as a filter "Number of Cases Assigned (Concurrently)" to get the desired metric 

Logged In Time (Concurrently) 

Measures total time logged in by the agent with concurrent cases assigned to the agent in a particular time interval 

Agent Count 

Measures the unique number of agents to whom the cases were assigned in a particular time interval 

Last Record Update Time 

Indicates the timestamp when the last record was updated in the particular report. Mostly used for debugging report 

Logged Out Time (Concurrently) 

Measures total time logged out by the agent with concurrent cases assigned to the agent in a particular time interval 

Time Spent in Status with one case assigned 

If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had only one case assigned 

Time Spent in Status with two cases assigned 

If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had only two cases assigned 

Time Spent in Status with three cases assigned 

If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had only three cases assigned 

Time Spent in Status with more than 3 Case Assigned 

If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had more than three cases assigned. 

Name 

Description 

Date 

Date on which the event occurred 

Time Of Day 

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

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 is displayed in the 24-hour clock format (hh:mm) and adjusted to the user's time zone.  

Time of day (30 minutes interval) 

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

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 time zone. 

Agent 

Sprinklr user for whom the report is being generated 

Week of Time Range 

This dimension specifies the respective week number in the selected time range. Note that the start date will be referred to as Week 1 and so on. 

Agent Group 

Indicates the agent group of the agent who was associated with the activity (user who performed the activity). If the agent is part of multiple agent groups, the row will be duplicated with each agent group appearing in different rows 

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. 

Week of Year 

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

Status End Time 

Depicts the end time of a particular status i.e when the case was unassigned from the agent in a particular time interval 

Number of Cases Assigned (Concurrently) 

Measures the total number of cases which were concurrently assigned to the agent in a particular time frame 

Agent Status 

Status associated with an agent. These statuses are configured in the Sprinklr platform and may include Available, Break, Lunch, etc. 

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. 

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 

Agent ID 

Sprinklr user ID for whom the report is being generated 

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