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| All contact drivers detected in the case, including the initial and root contact drivers. This can be plotted at the case, case-interaction, call, or message level. |
| Primary contact driver of the case interaction. This can be plotted at the case, case-interaction, call, or message level. |
| All contact drivers detected on the case, including the initial as well as root contact driver, represented as a comma-separated list. This can be plotted at the case, case-interaction, call, or message level. |
| Name of the contact driver model from which contact drivers are detected. This can be plotted at the case, case-interaction, call, or message level. |
| Unique ID mapped against the call on which contact drivers are detected. |
| Contact driver group detected at the L1 level. This can be plotted at the case, case-interaction, call, or message level. |
| Contact driver group detected at the L2 level. This can be plotted at the case, case-interaction, call, or message level. |
| Contact driver group detected at the L3 level. This can be plotted at the case, case-interaction, call, or message level. |
| Contact driver group detected at the L4 level. This can be plotted at the case, case-interaction, call, or message level. |
| Contact driver group detected at the L5 level. This can be plotted at the case, case-interaction, call, or message level. |
| Contact driver group detected at the L6 level. This can be plotted at the case, case-interaction, call, or message level. |
| Contact driver group detected at the L7 level. This can be plotted at the case, case-interaction, call, or message level. |
| Contact driver group detected at the L8 level. This can be plotted at the case, case-interaction, call, or message level. |
| Contact driver group detected at the L9 level. This can be plotted at the case, case-interaction, call, or message level. |
| Contact driver group detected at the L10 level. This can be plotted at the case, case-interaction, call, or message level. |
Contact Driver Interaction | Unique identifier of the case-interactions on which contact drivers are detected, consisting of the social network and start time of the interactions. |
| Date and time when the evaluation gets completed. |
| Status in which the evaluation is currently in. The different audit status can be Submission pending, Completed, Re-evaluated, Re-evaluation Pending, Agent Acknowledgement Pending & Auditor Acknowledgement pending. |
| Agent ID of the first engaged agent. (first engaged agent refers to the one to agent which was first connected on the call) |
Evaluation - Auditor Ack Due Date | Date and time when the calibration evaluation is due for acknowledgement by the auditor. |
Evaluation - In Snoozed State? | Indicates whether the evaluation is in snoozed state or not. |
| The name of the day of the week on which the activity occurred. |
| This is the sequential day number starting with day 1 on January 1st |
| The name of the Calendar Month on which the activity occurred. |
| Name of the first engaged agent. (first engaged agent refers to the one to agent which was first connected on the call) |
All Engaged Agents Federation IDs | Federation Ids of all agents who participated on the call |
| Designation of the Auditor who performed the evaluation. |
Evaluation - Ack Snoozed Till | Date and time till when the evaluation will be in snoozed state. |
Evaluated Agent Department | Department of agent on which evaluation is performed |
| Name of all agents who participated on the call. This will split the report into multiple rows based on count of agents participated on the call |
Evaluation Last Acknowledged By | User who acknowledges (accepts or disputes) an evaluation. |
| Indicates the type of disconnection if it was system, agent or remote disconnection |
| Type of audit assigned for evaluation. |
| Department of auditor who performed evaluation. |
| 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. |
| 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. |
| Name of the Campaign associated to the call |
| 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 time zone. |
| This will indicate the call end or disconnect time irrespective of if agent and customer connected on call |
Evaluation - Agent Ack Due Date | Date and time when the evaluation is due for acknowledgement by the agent. |
| Indicates the details of the disconnections associated on the call |
| Profile name of the customer associated to the case (This can be the name, phone number of profile ID of the customer based on what is captured during case creation) |
| 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. |
Evaluated Agent Designation | Designation of agent on which evaluation is performed. |
| This is the sequential week number in the year starting the week count with Sunday |
| Associated case to the event, which includes the Case subject, Case ID and the Description. |
| The ID number associated to the Case Details |
Evaluated Agent Federation Id | Federation Id of agent on which evaluation is performed. |
| Date and time by when the auditor needs to complete the evaluation. |
All Engaged Agents Federation IDs (List) | List of all the federation IDs of agents who participated on the call |
| Name of the voice application configured in the system to receive or dial out the calls of the centre |
| Depicts the name of the disposition form or ACW form configured and filled by the particular agent |
| Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form |
| Date and time when the evaluation is last modified. |
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| Reviewer of the auditor on the evaluation. Reviewer is defined in the user properties. |
All Engaged Agents (List) | List of names of all agents who participated on the call |
| Depicts the phone number of the customer associated to the call |
| Reviewer of the agent getting evaluated in the evaluation. Reviewer is defined in the user properties. |
Calibration against Auditor | Auditor against whom the calibration evaluation is performed. |
Assigned for Evaluation At | Date when the evaluation was assigned. This can be plotted at the case, case-interaction, or call level. |
Assigned for Evaluation By | User who assigned the evaluation. This can be plotted at the case, case-interaction, or call level. |
| User who performed the evaluation. |
| Name of the checklist used for performing the evaluations. |
| Unique identifier of the case-interaction on which the evaluation is performed. This consists of the social network and start time of the interaction. This can be plotted at the case and call level. |
| Agent on which the evaluation is performed. |