‎Case Level Quality Report | Sprinklr Help Center

Case Level Quality Report

Updated

8 days ago

The Case-Level Quality Report monitors evaluations performed on cases and relevant case-level data. It allows you to track cases with pending evaluations, re-evaluations, and specific case details while also providing the ability to visualize evaluation data across different case interactions.

The Case Level Quality Report belongs to the Quality Management Report Group. Below are some of the scenarios where this report is beneficial:

Case-Level Information: Displays detailed case-level information to assess evaluation progress.
Pending and Re-evaluations: Tracks pending evaluations and re-evaluations for each case.
Evaluation Data Visualization: Visualizes evaluation data across different case interactions to provide deeper insights.

Metric and Dimension

The following are the Metrics and Dimensions available under the Case Level Quality Report:

Metric

Dimension

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

Name	Definition
Total Evaluations	Count of total evaluations (Manual + AI). This can be plotted at the case, case-interaction, or call level.
Total AI Evaluations	Total count of AI evaluations. This can be plotted at the case, case-interaction, or call level.
Total Manual Evaluations	Total count of manual evaluations performed. This can be plotted at the case, case-interaction, or call level.
Evaluation Score	Total score received on the evaluation form. This can be plotted at the case, case-interaction, or call level.
Agent Acknowledgement Pending	Total count of evaluations pending acknowledgment by the agent. This can be plotted at the case, case-interaction, or call level.
Pending Re-evaluations	Total count of evaluations pending re-evaluation by the auditor. This can be plotted at the case and case-interaction level.
Initial CSAT Score	Initial CSAT score captured for the case.
Predicted CSAT Score (Inbound Case)	Final CSAT score captured for the case.
Difference between Current and Initial Predicted CSAT Ratings
Previous Predicted CSAT
Case Count
All Engaged Users Count
All Responded Users Count
Evaluation Time	Evaluation Time capture time between Audit Start Time and Audit Submitted Time for both manual and AI evaluation on the case or case-interaction.
Manual Evaluation Time	Evaluation Time capture time between Audit Start Time and Audit Submitted Time for manual evaluation on the case or case-interaction.
Total Disputes Raised	Total number of disputes raised on the evaluation.
Case Distinct Customer
Associated Message Count
Predicted CSAT Score (Inbound Case)	Final CSAT score captured for the case.
AI Evaluation Score	Total score received on AI evaluations. This can be plotted at the case or case-interaction level.

Name	Definition
Sentiment	Final sentiment of the case.
Case Queue
Month Of Year
All Engaged Users Group
Case Associated Customer
Deflected To Social Network
Case Closure Time
Case Closure Time of Day
Participated Agents
From User Social Network
Case id
Account
Language
Time Of Day
All Engaged Users
Deflected From Social Network
Channel Name
Account Group
Case Creation Interval
All Engaged Users List
Difference between Current and Previous Predicted CSAT Ratings
Case
Case Number
Case Modification Time
Social Network
Case Creation Time
Case Closure Interval
Case First Response Time
Net Sentiment Change
Case Closure Duration

Case Level Quality Report

Metric and Dimension

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