To plot the metrics in reporting, dont use the metrics prefixed with agent or campaign. Use the metric without any such prefix.

You can export manually in various formats by exporting the widget or the entire dashboard. There are various formats available like PDF, PNG, Excel etc. You can schedule an export and select the time for the export that has to be scheduled.

To switch off decimal formatting, click on "edit widget", scroll to the bottom and click of "off" radio button under the "Auto Format" section. Post this decimal formatting will be switched off. However please note that this functionaility is not supported by all the visualisations available.

Use the following dimensions:
Time of day: The hour at which the particular activity took place
Month of year: The month in which the activity took place
Date: Shows the exact timestamp with time when the activity took place
Use month of year to aggregate the data on monthly level and date to aggregate the data weekly (dashboard filters have to be corresponsing to the time you are aggregating the data on)
Use Case creation interval with case count and set the aggregation as required

There are multiple reports from which the data is being fetched from the backend and some metrics are not visible while plotting because it might not be compatible woth metrics already plotted in the widget because they are corresponding to different reports. For example Inbound Case and Case SLA Report

"Case Count" - The number of cases created in the time period specified by the user.
"Unique Case Count" - The number of cases in the time period in which there has been an activity. The activity includes brand response, queue removal, assignment change, custom field change (if the custom field configuration is enabled), etc.

​Unique case count should ideally not be plotted with case as it will give count of more than 1. This is because it tracks the case in each case action type (brand response, queue removal, assignment change, custom field change) and counts the case again as the case becomes a part of some queue.
When this unique case count is plotted with case action type, case action SLA and filtered on 1 case and one particular type of case action, you will see the unique case count to be 1 for each row

​Open cases are referred to any case which is not marked closed via a macro.
To find count of open cases - plot:

Case Count

Filter - Status (case) not containing any category that is closed

"Case Distinct Customer" metric gives the count of distinct customers in the associated case(s).

It is the difference between the first fan message created time (case creation time) and the last/latest associated message created time on the case.
On the other hand, Case Closure Duration measures the time for which case was in open status (Difference between the time when closed macro was applied and the case creation time)

​To filter the cases based on if the brand is responded to the particular case, it is important to use:

"Case Brand Responded" filter containing True
If the case has no response yet by the brand - "Case Brand Response SLA" will be a blank

Agent concurrency can be calculated by making a custom metric -
Agent throughput/ time spent in status with any case assigned along with a filter - availability status containing "status in which cases are assigned"
Agent throughput is the sum of call cases assigned in the given interval. For eg. if 2 cases are assigned in 30 min interval, value will be 60 min

Agent Throughput is the sum of call cases assigned in the given interval. For eg. if 2 cases are assigned in 30 min interval, value will be 60 min.
DP needed to enable this are - REPORTING_USER_OCCUPANCY_THROUGHPUT_MEASUREMENT_ENABLED
REPORTING_USER_OCCUPANCY_REPORT_ENABLED

Use the metric "Case awaiting assignment time" along with filter "Case Queue" containing - (name of queue) to get the assignment time for that queue

Case queue SLA measures the time difference when a case was assigned to a queue and when the user took action on that case
Always use this metric with filter "case action type" as queue removal and "case queue" containing the name of the queue for which particularly the case queue SLA has to be measured

Refer to this for detailed article: https://help.sprinklr.com/articles/case-management/reporting-on-case-sla-metrics/6137653b52911d3e29ad741a#02c78972-978c-4f4f-9014-2f0ccd8702fe

"Unique Macro Usage Count" - Unique number of Macros applied by Agent/Agent Group when plotted against the macro
"Case Macro Usage Count" - Total Number of Macro applied by Agent/Agent Group
For example If on a case "resolved" macro is applied twice, unique macro usage count will give 1 whereas case macro usage count will give 2

To find average handling time of the case -> make a custom metric of "Case processing SLA" / "unique processing case count" and plot this against the case to find the AHT of the caseo
Case Processing SLA is the time for which processing clock is running for the case on the third pane/ agent console. This can be used working for same case, multiple times.

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Refer to this for detailed information: https://help.sprinklr.com/articles/case-management/reporting-on-case-SLA-metrics/6137653b52911d3e29ad741a#02c78972-978c-4f4f-9014-2f0ccd8702fe

Volume of private fan message replied - Total number of private fan message replied
Volume of public fan message -Total number of public fan messages replied

SLA Preset takes into consideration the working hours of the brand, and the working days including the holidays. SLA Preset can be created and used on SLA based metrics. If you use SLA preset, any message or case or activity SLA outside of business hours will not be considered, instead the time difference will be taken from the next working day and time.

Refer to this for detailed information: https://help.sprinklr.com/articles/reporting/SLA-preset-configuration/6137663e5f2e7c0c9ed36c3b#To_Set_Up_SLA_Configuration

To not include auto responses or bot responses it is encouraged to use "Brand Response by User" not containing System User/Moderation User to exclude auto-responses.

​% Occupancy - Gives productive hours of agent (Time Spent with any Case Assigned/Total logged in time along with filter for availability status where agent was in Available Status)
% Availability - Time spent in status/ Total logged in time along with filter for availability status where agent was in Available Status

Plot the following metrics:
User
Status Assign Time (dimension)
Login Status
Login Status Remove Time (dimension)
Time in login status
along with the filter "login status" containing Logged in

User Count gives the total number of users. When used with "availability status" this metric gives the count of users who went in the particular state in the selected time range. However if the agent goes in busy status twice in that time frame, the count in busy status will be 2.
whereas in user count (status) - it will count the number of agent who went into that status in that selected time range and if an agent went into busy status 2 times, it will count it as 1 only

Plot the following metrics:
User
Status Assign Time (dimension)
Status Remove Time (dimension)
Time in Status
Availaibility Status
Also filter with Availability status exists true

Filters to be used are:

Case Action Type: Brand Response
Ignore Multiple Queues: True
Brand Response by user not containing System, Moderation User

Case user response SLA - The time difference between the last unreplied fan message and the user/agent/brand responses (it doesnt take bot responses into consideration)
Case response SLA - It is the time difference between the brand response and the last un-replied fan message. Brand responses include both automated and agent responses

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Refer to article for detailed information about the SLA metrics: https://help.sprinklr.com/articles/case-management/reporting-on-case-SLA-metrics/6137653b52911d3e29ad741a#7188a62a-81b4-47c8-812d-63789793027c

​Any time related metric/filter has to be converted to milliseconds to add color coding filter to it. The unit the system takes while adding brackets for color code is in milliseconds.
For example: Speed of answer/ Case Response SLA when added to color coded filter has to be in milliseconds while creating the custom metric

"Processing Case Count" shows the total number of cases for which processing clock started on that case. The clock can start simultaneously and multiple times for the same case, so the case count will show all these multiple records as well. For example For a case if the clock started to work 3 times, the count will be 3 cases.
Whereas
"Unique Processing Case Count" shows the unique number of cases for which the processing clock started on the case. For example For a case if the clock started to work 3 times, the count will be 1 only because for that unique case, the clock started to work. It works on unique case number/id and only 1 record will be created for this case. This is the concept of cardinality.

Case Action SLA refers to the time difference between when the case was created and when an action was taken on the case. Use this with filter Case Action Type to get time from Case Creation to various actions (User Assignment, Brand Response, Queue Removal, Custom Field Change, Like, etc).
While calculating case action SLA for a case, it is suggested to use filter Case Action Type containing - any of the action type that you want to record

Refer to article for details on SLA metrics: https://help.sprinklr.com/articles/case-management/reporting-on-case-SLA-metrics/6137653b52911d3e29ad741a#7188a62a-81b4-47c8-812d-63789793027c

Case Queue SLA measures the time difference between when a case was assigned to a queue and when a user took action on the case.
Use the filter queue containing - name of the queue which you want to calculate the metric for, along with filter case action type to define the particular case action that you are looking for in that queue.

​Case macro SLA measures the time difference between the case creation time and macro application time on the case. For example If a case was created at 14:00 and macro "Close case" was applied at 14:42, then case macro SLA will give you 42 minutes.
Use of macro filter to select one particular macro can give you SLA for that macro particularly

To calculate this use the metric - "Case Duration" with filter of Status(case) containing Closed, or other relevant status used for the case.

To calculate the AHT/ case - a custom metric to be created which is Case Processing SLA/Unique Processing Case Count

For Example: Survey Ques - There are responses Yes/No, so if you want to measure the count of survey responses which answered yes:
a custom metric has to be created with base metric as "Survey Response Count" and question with response to be added in the filter
Also a mandatory filter "Survey" containing the name of survey has to be added in case the same question is part of multiple surveys.

​To calculate the CSAT or NPS score and take average of the values entered by the user, custom metrics have to be created to calculate the count of survey responses corresponding to the responses and then creating another custom metric taking average of all values depending on the client requirement.

For example Responses with 1 + 2+ 3+ ... / survey response count
Base metric to be used is "Survey Response Count" and relevant filters related to survey, survey question to be added as well. This will give you the count of responses with respect to particular value which can be weighted to find average CSAT/NPS scores