‎Agent Performance Digital | Sprinklr Help Center

Agent Performance Digital

Updated

11 days ago

The Agent Performance Digital Report provides comprehensive insights into an agent's performance across various digital channels such as chat, email, and messaging platforms.

It tracks key metrics like response time, which measures how quickly agents respond to customer queries, and resolution time, indicating how long it takes to resolve customer issues at one place. The report also includes customer satisfaction (CSAT) scores, reflecting how satisfied customers are with the service, and First Contact Resolution (FCR), which shows the percentage of issues resolved during the first interaction.

Scenarios for using the report

Performance Monitoring: Managers can use the report to assess the strengths and weaknesses of agents and make informed decisions about training or workload adjustments.
Identifying Trends: It helps identify patterns in agent performance, like peak hours of high efficiency or moments when escalations are more frequent.
Customer Satisfaction Improvement: By analyzing performance and satisfaction data, organizations can better understand customer needs and improve service quality.

The Agent Performance Digital Report provides actionable data that helps businesses improve agent efficiency, enhance customer service, and optimize workforce management across digital channels.

Dashboard Sections

The Agent Performance Digital Report is split into various sections which provides actionable insights about Agents Performance.

Overall: This section provides an overview of key agent performance metrics, including the number of assignments, response count, first response time, average response time, and average handling time.
Live Chat: This section provides detailed insights into the performance and effectiveness of live chat interactions. It typically includes metrics such as Number of Assignments, Response Time, First Response Time, Response Time Excluding First Response Time, Average Handling Time.
Social: This section provides detailed insights into the performance and effectiveness of cases handled through social media channels. It typically includes metrics such as Number of Assignments, Response Time, First Response Time, Response Time Excluding First Response Time, Average Handling Time.
Email: This section provides detailed insights into the performance and effectiveness of cases handled through Emails.
Assignment Raw Dump: The Assignment Raw Dump section displays detailed records, where each row represents an individual case assignment to an agent.
Time Card: The timecard report offers a detailed view of agent activities, including login/logout times, duration spent in different statuses, and overall utilization metrics.

Let’s try and understand the various metrics in detail:

Overall

This report is split into 2 different types of reports:

Interval Split Summary: An Interval Split Summary Report breaks down data or performance metrics into specific time intervals, offering a concise summary for each period. This report helps identify trends and patterns by organizing data into segments like hourly, daily, or weekly intervals, making it easier to analyze and compare performance over time.
Channel Split Summary: The dashboard includes a "Channel Split Summary" section, offering a detailed breakdown of metrics by channel. Since agents handle cases across various platforms (e.g., live chat, social media, email), selecting the dropdown provides an in-depth view of performance for each channel.

Let’s understand the various metrics in detail:

Name	Definition
Number of Assignments	Total tasks or duties assigned to an individual or group within a given period.
Number of Assignments (With Brand Responses)	Cases assigned to the agent where the agent has provided a response.
Response Count	Refers to the total number of replies or actions given in response to a query or task.
Average of First Response Time (Agent)	Refers to the average amount of time it takes for an agent to provide a first response after a query, request or response.
Average of Response Time Excluding First (Agent)	Refers to the average time it takes for an agent to respond to subsequent messages or queries, excluding the time taken for the initial response.
Average of Response Time (Agent to Customer)	Refers to the average time it takes for an agent to reply to a customer's query, starting from when the customer first contacts.
Average of Handling Time (Assigned Duration)	Refers to the average amount of time an agent takes to resolve or handle a case or task, from the moment it is assigned to them until completion, including all interactions.
Average of Handling Time (Digital)	Refers to the average time taken to resolve a case via digital channels, from assignment to closure.

Email

Assignment Raw Dump

Time Card

The Time Card Section is divided into three different types of reports:

Detailed Login Logout Report: A Detailed Login Logout Report provides a comprehensive record of an agent's login and logout times, tracking when they begin and end their shifts. It typically includes data on session duration, breaks, and any periods of inactivity, offering insights into agent availability and work patterns.
Time in Diff Statuses: This report tracks every status change for each agent within the selected timeframe. For each record, it displays the agent’s name, their current status, the time spent in that status, and the timestamps for when they entered and exited it.
Occupancy and Utilization Report: An Occupancy and Utilization Report provides insights into how effectively agents are managing their time during shifts. It tracks metrics like the amount of time agents are actively engaged with tasks (occupancy) versus their overall available time (utilization), helping to assess efficiency, workload balance, and resource allocation.
Logged-in Agent Trend: Displays a graphical summary of agent logins during specific time periods, allowing supervisors to identify peak and off-peak activity times for more effective staffing and resource planning.

Detailed Login Logout Report

Time in Diff Statuses

Occupancy and Utilization Report

Manage Dashboard

Date Range Section: A date range selector allows you to choose the period for viewing data. You can customize the range by setting a start and end date, or select from options like today, this week, last 7 days, last 30 days, last 60 days, last month, last year, or lifetime.

Name	Definition
Case Number	A unique identifier assigned to each case for tracking and reference purposes.
Case Details	Descriptive information about the case, including the nature of the issue or request being handled.
Case Creation Time	The exact date and time when the case was created or logged into the system.
Channel	The communication platform through which the case was initiated (e.g., email, live chat, social media, phone).
Agent Assign Time	The date and time when the case was assigned to a specific agent for handling.
Assignment Method	The process or criteria used to assign the case to an agent, such as manual assignment or automatic routing.

Name	Definition
Agent Name	Records the name of the agent.
Agent ID	Records the unique Sprinklr ID of agents.
Logged In Time	Track the total duration the agent is logged into the system.
Login Timestamp	Provides timestamp when the agent logged in.
Logout Timestamp	Provides a detailed timestamp of when the agent logged out.

Name	Definition
Agent	Records the name of the agent.
Agent Status	Records the status associated with the agent. These statuses are configured within the Sprinklr Platform like available, break , lunch, etc.
Time in status	Records the time spent in a specific status during a given interval, corresponding to that particular status.
Status Assign Time	Records the timestamp when an agent transitions into a specific status.
Status Remove Time	Records the timestamp when an agent is moved out of a specific status.

Name	Description
Occupancy %	Percentage of time an agent spends actively working on cases. Occupancy %= (Time Spent in Ready Status with any case assigned/Total Ready Time )*100
Utilization %	The percentage of time an agent spends in specific statuses Utilization %= (( Time Spent in Ready Status)/ Total Logged In Time))* 100
Ready Status	Ready Status includes any agent status where the agent is available and eligible to be assigned new tasks or cases (This can be configured via Service Settings Screen)
Not Ready Time	The time spent in any status other than Offline and Ready during the specified period.
Idel Time Not working	The time an agent spends in Ready status without having any open cases, even if cases have been assigned to them.
Idel Time No case Assigned	The time an agent spends in Ready status without any case being assigned to them.
Logged In Time	Measures the total time an agent is logged into the system.
Time Spent working on cases	The time an agent has a case open in the Care Console, Agent Console, or Third Pane, with the option to filter by Agent Status.