Sprinklr Service Reporting allows you to create custom definitions for frequently used key performance indicators (KPIs), such as Average Handle Time (AHT) and Service Level. This is done using Service Settings, which stores the definitions of frequently used, industry-standard KPIs. For example, the definition of AHT can be customized to include the sum of any combination of Ring Time, Talk Time, Hold Time, Preview Time, ACW Time, and Customer Dial Time.

This allows for greater flexibility and precision in performance measurement, ensuring that Service Settings align perfectly with your unique business needs and objectives without creating multiple Custom Metrics.

This article outlines the steps for managing Service Settings, including:

1. View Service Settings

2. Editing Service Settings

3. View the Activity Log

4. Available Parameters for Customization in Service Settings.

View Service Settings

Follow these steps to view the current definition of the Service Settings:

1. Go to Care Reporting in the Analyze column on the Launchpad. This will open the Reporting Dashboards Record Manager.

   

2. Click the Settings button at the top of the page to show a list of options.

3. Select Service Settings from this list to open the Service Settings Record Manager.

   

4. Hover over the vertical ellipsis (⋮) icon corresponding to the Service Setting whose definition you want to view. This will show a list of options.

5. Select the View option from the list, which will open the page showing the definition of the selected Service Setting.

Simultaneously View Multiple Service Settings

You can also view multiple Service Settings simultaneously. To do this, select the desired Service Settings and click the View button towards the bottom of the page. This will open the page where you can view the selected Service Settings.

This completes the process of viewing the definition of a Service Setting.

Edit Service Settings

Follow these steps to customize the definition of the Service Settings:

1. Go to Care Reporting in the Analyze column on the Launchpad. This will open the Reporting Dashboards Record Manager.

   

2. Click the Settings button at the top of the page to show a list of options.

3. Select Service Settings from this list to open the Service Settings Record Manager.

   

4. Hover over the vertical ellipsis (⋮) icon corresponding to the Service Setting whose definition needs to be customized. This will show a list of options.

5. Select the Edit option from the list to open the customization page. This page allows you to customize the definition of the selected Service Setting.

   

6. Click the Save button at the bottom right of the page to save the entered details.

Simultaneously Edit Multiple Service Settings

​

You can also edit multiple Service Settings simultaneously. To do this, select the desired Service Settings and click the Edit button towards the bottom of the page. This will open the customization page where you can modify the selected Service Settings.

Click the Save button at the bottom right of the page to save the changes made to all Service Settings.

This completes the process of editing the definition of a Service Setting.

View Activity Log of Service Settings

Follow these steps to view the activity log of the Service Settings:

1. Go to Care Reporting in the Analyze column on the Launchpad. This will open the Reporting Dashboards Record Manager.

   

2. Click the Settings button at the top of the page to show a list of options.

3. Select Service Settings from this list to open the Service Settings Record Manager.

   

4. Hover over the vertical ellipsis (⋮) icon corresponding to the Service Setting whose activity log you want to view. This will show a list of options.

5. Select the Activity option from the list, which will open a window from the Third Pane showing the activity log of the selected Service Setting.

This completes the process of viewing the activity log for a Service Setting.

Available Parameters for Customization

The following parameters are available for customization in Service Settings:

1. Handle Time

2. After Call Work (ACW)

3. Service Level

4. Short Abandon Time

5. First Agent Response Time (Agent)

6. First Agent Response Time (Case)

7. Ready Time

8. Closed Cases

9. Transfer Count.

Handle Time

Handle time is the total time an agent spends on a call or interaction. The Service Settings feature allows it to be configured for the voice channel. For voice channels, Handle Time can be composed of any combination of Ring Time, Talk Time, Hold Time, Preview Time, and ACW Time (multiple options can be selected simultaneously).

For instance, if Talk Time, Hold Time, ACW Time, and Preview Time are selected, Handle Time will be calculated as the sum of Talk Time, Hold Time, ACW Time, and Preview Time.

Definitions

• Ring Time: The duration when the call is ringing on an agent console or for the customer after the call is requested to connect with the agent.

• Talk Time: The time an agent spends actively speaking with a customer during a call. It is considered by default while calculating Handle Time.

• Hold Time: The time a customer spends on hold during a call. It is considered by default while calculating Handle Time.

• Preview Time: The time an agent spends reviewing information about the next call before initiating it. This generally applies to preview outbound calls.

• ACW Time: The time an agent spends completing tasks related to a call (After Call Work) after it has ended. It is considered by default while calculating Handle Time.

• Customer Dial Time: The time a call rings for the customer after dialing out. This typically occurs in outbound calls where the agent is connected first, and then the call is dialed out to the customer.

The following Reports and their respective Metrics/Dimensions will be impacted based on the selected options:

The following Reports and their respective Metrics/Dimensions will be indirectly impacted based on the selected options:

After Call Work (ACW)

After Call Work (ACW) is the task agents complete after a call, such as updating records and logging call details. You can adjust how to calculate the time spent by agents on ACW to include Post Call, Pending ACW, and During Call (multiple options can be selected simultaneously).

For example, if Post Call and Pending ACW are selected, ACW will be calculated as the sum of Post Call time and Pending ACW time.

Definitions

• Post Call: It is the time that agents spend on ACW tasks after a customer call ends. It is calculated based on the duration the ACW pop-up is opened on the agent's screen. In Sprinklr Service, this is the default time considered while calculating the time spent by agents on ACW.

• In Pending ACW: This is the time an agent spends filling out/completing the tasks (ACW) after moving to the pending state. It usually happens when the agent has exceeded the configured/allotted ACW time or skipped the ACW.

• During Call: It is the time an agent spends on ACW while being on a call with a customer.

The following Reports and their respective Metrics/Dimensions will be impacted based on the selected options:

The following Reports and their respective Metrics/Dimensions will be indirectly impacted based on the selected options:

Service Level

Service Level measures the percentage of Cases handled within a specified time frame, indicating the contact center's efficiency. The Service Settings feature allows it to be configured differently for the voice channel, emails, social channels, and live chat.

Configure Service Level for Voice Channel

For the voice channel, you can choose to consider Short Abandon Time for Service Level calculation. Use the 'Include Short Abandons' switch to determine whether Short Abandons are included in the voice channel SLA calculation. Specify the interval to be considered for Service Level in the Voice field.

For example, if you enter 2 minutes and 30 seconds, the voice channel Service Level will be calculated as [(Calls answered within “2 minutes and 30 seconds” after agent request) / (Total number of calls - Calls abandoned within Short Abandon Time)] if Short Abandons are included.

If Short Abandons are not included, the voice channel Service Level will be calculated as [(Calls answered within “2 minutes and 30 seconds” after agent request) / (Total number of calls)].

The following Reports and their respective Metrics/Dimensions will be impacted based on the entered Service Level value for voice:

​Configure Service Level for Emails

You can configure how the Service Level is calculated for emails by specifying the interval to be considered in the Email field. For example, if you enter 3 minutes and 30 seconds, the Service Level for emails will be calculated as [(Case responded within “3 minutes and 30 seconds”) / (Total number of Cases with a response)].

The following Reports and their respective Metrics/Dimensions will be impacted based on the entered Service Level value for email:

Configure Service Level for Social Channels

You can configure how the Service Level is calculated for social channels (such as Facebook, X (formerly Twitter), WhatsApp, Reddit, and more) by specifying the interval to be considered in the Social field. For example, if you enter 2 minutes, then SLA will be calculated as [(Case responded within “2 minutes”) / (Total number of Cases with a response)].

The following Reports and their respective Metrics/Dimensions will be impacted based on the entered Service Level value for social:

Configure Service Level for Live Chat

For the Live Chat, specify the interval to be considered for Service Level in the Live Chat field. For example, if you enter 60 seconds, the Service Level for Live Chat will be calculated as [(Case responded within “60 seconds”) / (Total number of cases with a response)].

The following Reports and their respective Metrics/Dimensions will be impacted based on the entered Service Level value for Live Chat:

Short Abandon Time

Short Abandon Time refers to the duration within which a call is considered abandoned if the caller hangs up before a specified short time threshold. This helps contact centers identify and exclude very brief calls from their performance metrics, as these calls often do not provide meaningful data for evaluating agent performance or customer satisfaction.

For the voice channel, enter the Short Abandon Time in the Short Abandon Time field. For example, if you enter 10 seconds, the Short Abandon Time for the voice channel will be [Calls abandoned within “10 secs” after requesting for agent].

The following Reports and their respective Metrics/Dimensions will be impacted based on the selected options:

First Agent Response Time (Agent)

First Agent Response Time (Agent) is the time taken for an agent to respond to a customer inquiry for the first time. You can adjust how Sprinklr Reporting calculates this by either using the Agent Assignment Time or the Last Un-Responded Customer Message (only one option can be selected).

Below are explanations of how each option calculates the First Agent Response Time (Agent):

• Agent Assignment Time: The First Agent Response Time (Agent) will be calculated as the time difference between the first agent message on the case for that agent and the agent's assignment time on the Case.

• Last Un-Responded Customer Message: The First Agent Response Time (Agent) will be calculated as the time difference between the first message on the Case for that agent and the time of the last un-responded customer message on the Case.

The following Reports and their respective Metrics/Dimensions will be impacted based on the selected options:

First Agent Response Time (Case)

First Agent Reponse Time (Case) is the time taken for the first response to be made on a customer case, regardless of the agent. You can adjust how Sprinklr Reporting calculates this by either using the Case Creation Time, Last Un-Responded Customer Message, First Customer Message Time, or Bot Handover Time/ Agent Request Time (only one option can be selected).

Below are explanations of how each option calculates the First Agent Response Time (Case):

• Case Creation Time: The First Agent Response Time (Case) will be calculated as the interval between the first agent message on the Case and Case creation time.

• Last Un-Responded Customer Message: The First Agent Response Time (Case) will be calculated as the interval between the first agent message on the Case and the last un-responded customer message time.

• First Customer Message Time: The First Agent Response Time (Case) will be calculated as the interval between the first agent message on the Case and the first customer message time.

• Bot Handover Time/ Agent Request Time: The First Agent Response Time (Case) will be calculated as the interval between the first agent message on the Case and the bot handover time/ agent request time

The following Reports and their respective Metrics/Dimensions will be impacted based on the selected options:

The following Reports and their respective Metrics/Dimensions will be indirectly impacted based on the selected options:

Ready Time

Ready Time is the amount of time agents are available and ready to take calls or handle Cases. It can be configured to be the sum of any available agent statuses, such as Available, Lunch, Training, and so on (multiple agent statuses can be selected simultaneously). The list will show all available agent statuses in your Workspace.

For instance, if Available and Training are selected, an agent's total Ready Time will be calculated as the sum of the time spent in Available status and the time spent in Training status.

The following Reports and their respective Metrics/Dimensions will be impacted based on the selected options:

The following Reports and their respective Metrics/Dimensions will be indirectly impacted based on the selected options:

Closed Cases

Closes Cases are the number of customer issues or tickets that the agent has resolved and closed. By default, only Cases with a 'Closed' status are counted as Closed Cases. Other Case statuses, such as ‘Auto-Closed,’ ‘No Required Action,’ or other customized Case statuses, can be configured to be included in the Closed Cases count (multiple Case statuses can be selected simultaneously). The list will show all available Case statuses in your Workspace.

For instance, if the 'Closed' and 'Auto-Closed' case statuses are selected, the total number of Closed Cases will be the sum of cases in the 'Closed' and 'Auto-Closed' statuses.

The following Reports and their respective Metrics/Dimensions will be impacted based on the selected options:

The following Reports and their respective Metrics/Dimensions will be indirectly impacted based on the selected options:

Transfer Count

Transfer Count is the number of times a call or interaction is transferred between agents. It can be configured to show the total number of times the selected Macro(s) have been applied to the Case. You can select from any Macro available on the Workspace to be considered while calculating the Transfer Count (multiple Macros can be selected simultaneously).

For example, Macro A and Macro B are selected, Macro A has been applied 3 times, and Macro B has been applied 4 times to a Case. In this scenario, the Transfer Count for the Case will be the sum of the number of times each Macro has been applied to the Case, which in this scenario is 7 (3 for Macro A and 4 for Macro B).

The following Reports and their respective Metrics/Dimensions will be impacted based on the selected options:

Service Settings FAQ