User Availability SLA
Updated
Overview:
The User Availability Report allows users to analyze and monitor agent availability and status within a given time range. This report has a record of every single availability status change and login status and the time in status will populate once the status is removed i.e. Time in status is calculated as a difference between Status assign time and Status remove time.
Data Aggregation and Filtering Options | Users can aggregate and filter the report based on date and user custom properties. This report shall not be aggregated at a case level. |
Behavior of Case Custom Fields (CFs) | Case custom fields cannot be used in this report. Any case level field such as ‘Channel type, Social network, Case duration, etc’ will not be relevant for this report. |
Behavior of User Custom Fields (CFs) | User custom fields cannot be used in this report. Any user level field such as ‘Agent / Agent ID / Agent group / Department, etc’ will not be relevant for this report. |
Supported Channels | The metrics and dimensions in the report are not channel specific. |
Date filter:
Date Filters are present at the widget level and help you sort the data according to the metric/dimension added in the date filter. It means that cases will populate according to that date filter. In user availability report, 'Status Assign time' works as the default date filter.
Group by:
The metrics in User Availability report can be grouped / filtered / aggregated by the following standard dimensions.
Dimension | Field Description |
Agent | Agent for whom the data is generate |
Agent Email Id | Email Id for the user, for whom the report is being generated |
Agent Federation Id | Federation ID of the user for whom report is been generated |
Agent Group | User Groups for which the User is part of, if they are part of multiple groups it will create multiple rows |
Agent Id | The sprinklr user ID for whom the report is being generated |
Availability Status | Assign timestamp of the particular user Status, filter for Avaialbity Status = Break, Available etc can be used to find assign time of particular status |
Client | The name of the Sprinklr Client containing an Account, Account Group, User, Custom Property, etc. |
Client Group | The name of the Sprinklr Client Group, which represents a collection of multiple Clients. You can create and edit these groups under Administration> Settings. |
Count | Metric is used to find number of times user changed there Status, we need to use this metric with Login Status filter or Availablity Status filter. For eg. - If we want to find count of breaks taken a particular agent we can use this metric with filter of Availablity Status = Break |
Date | The calendar Date on which the activity occurred. |
Date (MM-DD-YYYY) | Date on which particular Status was assigned, in MM-DD-YYYY format |
Day of Time Range | This dimension specifies the respective day number in the selected time range. Note that the start date will be referred to as Day 1 and so on. |
Day Of Week | The name of the day of the week on which the activity occurred. |
Device Name | Device Name form which user has logged in |
Device Type | Indicates what Device Type was being used when viewing the video or while logging in |
Email Id for the user, for whom the report is being generated | |
Federation Id | Federation ID of the user who report is been generated |
First Login Time | First Login Time by User in the given time range, to be used with Date and User Dimension |
Force Logout By Supervisor | Used to indentify if the particular logout entry is due to forced log out |
IP Address | IP Address of the device from which the logged in made |
Last Logout Time | Last Logout time by the User in the selected time range, to be used Date and User Dimension |
Level 0 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for. Level 0 = Will be the first User Manager, Level 1 would be the User Manger of that User Manger and so on for Level 2 onward. |
Level 1 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for. Level 0 = Will be the first User Manager, Level 1 would be the User Manger of that User Manger and so on for Level 2 onward. |
Level 2 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for. Level 0 = Will be the first User Manager, Level 1 would be the User Manger of that User Manger and so on for Level 2 onward. |
Level 3 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for. Level 0 = Will be the first User Manager, Level 1 would be the User Manger of that User Manger and so on for Level 2 onward. |
Level 4 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for. Level 0 = Will be the first User Manager, Level 1 would be the User Manger of that User Manger and so on for Level 2 onward. |
Level 5 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for. Level 0 = Will be the first User Manager, Level 1 would be the User Manger of that User Manger and so on for Level 2 onward. |
Level 6 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for. Level 0 = Will be the first User Manager, Level 1 would be the User Manger of that User Manger and so on for Level 2 onward. |
Level 7 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for. Level 0 = Will be the first User Manager, Level 1 would be the User Manger of that User Manger and so on for Level 2 onward. |
Level 8 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for |
Level 9 | This is used to create a hierachal view for report data and is available in all major report. For eg. For a particular metric call count, we want to see a pivot view first at Contanct Center head level (Total Count)> Supervisor Level (Total Count)> Agent level (Total Count), then in pivot table we need to use Leve 0, Level 1, Level 2 and so on as dimension and any metric that we want to see the data for |
Login Current Status | This dimension if used with User Count, will given the count of agents who are currently logged in or logged out. |
Login Status | Login Status = Logged/Logged Out, dimension is used with other metrics such as Time in Login Status, User Count etc as filter or in the widget |
Login Status Assign Time | Timestamp of the time Login Status was Assigned, to be used with filter of Login Status = Logged In or Logged Out, if metric filter Login Status = Logged In is used it will show Login Time |
Login Status Remove Time | Timestamp of the time Login Status was removed, to be used with filter of Login Status = Logged In or Logged Out |
Login Status Remove Time | Timestamp of the time Login Status was removed, to be used with filter of Login Status = Logged In or Logged Out |
Month Of Year | The name of the Calendar Month on which the activity occurred. |
Session Id | This gives the login session Id for the user. |
Status Assign Time | This dimension if used with User Count, will given the count of agents who are currently in particular Availablity Status |
Status Assign Time | Assign timestamp of the particular user Status, filter for Avaialbity Status = Break, Available etc can be used to find assign time of particular status |
Status Remove Time | Status removal timestamp of the particular user Status, filter for Avaialbity Status = Break, Available etc can be used to find removal time of particular status |
Status Remove Time | Status removal timestamp of the particular user Status, filter for Avaialbity Status = Break, Available etc can be used to find removal time of particular status |
Time in Login Status | Time Spent by user in particular Login Status, to be used with filter for Login |
Time in Status | Time Spent by user in particular Status, to be used with filter for Availablity Status = Break, Available etc. |
Time in Status | Time Spent by user in particular Availablity Status, to be used with filter for Availablity Status = Break, Available, Follow up etc |
Time Of Day | The hour of the day on which the activity occurred. This is generally displayed according to the 24 hour clock and should display based upon the timezone of the Sprinklr user. |
Time Of Day (15 Minute Interval) | The specific quarter-hour period within a day when an activity took place, represented in the 24-hour clock format (hh:mm). The displayed value corresponds to the user's timezone. |
Time of day (30 minutes interval) | The specific half-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone. |
Total Time User Logged In | Total time user was logged in into the system, if login of the user extends more than a day, it will show cumulative value, even if |
Total User Capacity (Current) | Agent Groups for which the Agent is part of, if they are part of multiple groups it will create multiple rows |
Unique Days (Availability SLA) | This metric provide Unique Days agent has been in particular Status (Availalbity Status/Login Status) in particular time range, we should use this User Dimension. For eg. - We want to find Unique Days on which agent was Available in Last 30 days, i can use this metric, with filter for Availablity Status = Available and date range as last 30 days. |
User | The sprinklr user for whom the report is being generated |
User Count | User Count gives count of unique users, who came into particular Availaity Status or Login Status in the given time range. For eg. - If we want to find count of users logged in today, I can use, User Count with filter for Login Status = Logged In Note: This metric should't be used to get hourly trend, of available or Logged in Agent, as it works on status Assign Time (Default), which means if user dose't change status from 10am - 2PM, then in hourly trend we will only get one against 10 am interval, since status was assigned in that interval Another Use Case is to find the count of Agents who has a particular User Custom Field set, to be used with Date range filter of Lifetime, if we user has not logged in even once then there data won't appear. |
User Current State | This dimension if used with User Count, will given the count of agents and there user current state (On call, working on Case etc) |
User Current Status | This dimension if used with User Count, will given the count of agents and there user current Availalbity Status (Available, Break etc) |
User Email | Email Id for the user, for whom the report is been generated |
User Group | The name of the Sprinklr user group. You can create and edit User Groups under Administration>Settings. |
User Id | The sprinklr user ID for whom the report is being generated |
User Manager | User Manager Assigned to the user, for whom the report is being generated, this field is taken from the standard manager field in user setting. |
User Skill (Lookup) | Skill Assigned to the User, will create multiple rows if more than one skill is assigned to the user |
User Skill and Proficiency(CSV) | Gives User Skill and There proficency, seperated out by Comma |
User Skills(CSV) | User Skills assigned to the agent, if multiple skills are assigned, it will come comma seperated |
Week of Time Range | This dimension shows the respective week number in the selected time range. Note that the starting week will be referred to as Week 1 and so on. |
Metrics:
Metric | Field Description |
Login Status Remove Time | Timestamp of the time Login Status was removed, to be used with filter of Login Status = Logged In or Logged Out |
Total Time User Logged In | Total time user was logged in into the system, if login of the user extends more than a day, it will show cumulative value, even if |
Time in Status | Time Spent by user in particular Status, to be used with filter for Availablity Status = Break, Available etc. |
Status Assign Time | Assign timestamp of the particular user Status, filter for Avaialbity Status = Break, Available etc can be used to find assign time of particular status |
User Count | User Count gives count of unique users, who came into particular Availaity Status or Login Status in the given time range. For eg. - If we want to find count of users logged in today, I can use, User Count with filter for Login Status = Logged In Note: This metric should't be used to get hourly trend, of available or Logged in Agent, as it works on status Assign Time (Default), which means if user dose't change status from 10am - 2PM, then in hourly trend we will only get one against 10 am interval, since status was assigned in that interval Another Use Case is to find the count of Agents who has a particular User Custom Field set, to be used with Date range filter of Lifetime, if we user has not logged in even once then there data won't appear. |
Time in Login Status | Time Spent by user in particular Login Status, to be used with filter for Login |
Count | Metric is used to find number of times user changed there Status, we need to use this metric with Login Status filter or Availablity Status filter. For eg. - If we want to find count of breaks taken a particular agent we can use this metric with filter of Availablity Status = Break |
Status Remove Time | Status removal timestamp of the particular user Status, filter for Avaialbity Status = Break, Available etc can be used to find removal time of particular status |
Unique Days (Availability SLA) | This metric provide Unique Days agent has been in particular Status (Availalbity Status/Login Status) in particular time range, we should use this User Dimension. For eg. - We want to find Unique Days on which agent was Available in Last 30 days, i can use this metric, with filter for Availablity Status = Available and date range as last 30 days. |
Time in Status | Time Spent by user in particular Availablity Status, to be used with filter for Availablity Status = Break, Available, Follow up etc |