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| Final Sentiment of the case |
| Indicates the current case queue that the case is associated to or a part of. Eg. Awaiting Assignment Queue, Assigned Queue etc |
| The name of the Calendar Month on which the activity occurred. |
| Indicates the agent group of which the user is a part of based on either agent assignment, agent response or macro application depending on the values selected in "service settings screen". If the user is a part of multiple agent groups, it will show in separate rows. |
| The sender profile name associated with the first message in the case. 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 name of channel to which the associated case has deflected to |
| The timestamp when the case was marked closed |
| This depicts the channel of the first message from which case was created |
| 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. |
Difference between Current and Initial Predicted CSAT Score | Indicates the difference between current and initial predicted CSAT score on the case |
| Indicates the language detected based on the social channel that the case is associated with. Only used for live chat cases |
| 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. |
| Indicates the names of all the users based on either agent assignment, agent response or macro application depending on on the values selected in "service settings screen". In case there are multiple agents associated, this will show each name in a separate row |
| Indicates the name of channel from where the associated case has been deflected from |
| Indicates whether the case is being managed by the Sprinklr case module or a third party CRM (only used when an integration is enabled). |
| 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. |
| Indicates the time interval for when the case was created. This is a histogram dimension and can be used when we want to see cases at daily/weekly etc level |
| Indicates the names of all the users based on either agent assignment, agent response or macro application depending on on the values selected in "service settings screen". This also shows the email ID of the engaged agent |
Difference between Current and Previous Predicted CSAT Score | Indicates the difference between current and previous predicted CSAT score on the case |
| This is the Case. It will include the Case subject, case ID and description. This dimension should be used to compose tables like the Outbound Post or Inbound Message dimension. |
| The ID number associated to the case. |
| This the latest timestamp when the case was modified the last time |
| 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 first message of the case |
| Indicates the time for when the case was created. This metric will not aggregate data of cases based on time interval |
| Indicates the time interval for when the case was marked as closed This is a histogram dimension and can be used when we want to see cases at daily/weekly etc level |
| Indicates the difference between the predicted CSAT score and the initial CSAT score associated to the case |
| 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 in the case, including the initial and root contact drivers, 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 the contact drivers are detected. This can be plotted at the case, case-interaction, call, or message level. |
| Unique ID mapped against the case-interactions 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. |
Smart Clustering Sentiment | AI detected sentiment of the message containing Smart Clustering phrase. |
Smart Clustering Category | AI identified attribute-type themes at phrase level within underlying messages based on clustering similar phrases |
| AI identified subject-type themes at phrase level within underlying messages based on clustering similar phrases |
Smart Clustering - Is Brand Post | A boolean value that determines if the messages on which the smart clustering phrase was detected were sent by the brand or not |
| AI identified top words within underlying messages based on clustering of similar keywords |
Smart Clustering Keyword Type | Type of AI identified themes at phrase level within underlying messages based on clustering similar phrases |
| AI identified themes at phrase level within underlying messages based on clustering similar phrases |
Smart Clustering Case Count | Measures the count of all the cases for which Smart Clustering Phrases were detected |