Self Monitoring - Digital

Updated 

3 days ago

Self-Monitoring – Digital report helps agents to track and assess the time spent on digital interactions, including emails, chats, or social media messages. This helps evaluate performance, manage efficiency, and ensure agents are effectively handling digital customer inquiries.

Scenarios in which Self Monitoring-Digital Reports are used

  • Agents track their time spent on digital interactions to assess efficiency and identify areas for improvement.

  • Agents use the data to pinpoint time inefficiencies and improve upon their performance.

  • Real-time adjustments help to optimize response times during digital interactions.

Dashboard Sections

Let’s deep dive into the dashboard sections:

  • Overall Dashboard: The Overall Summary provides a comprehensive overview of key performance metrics, including assignment details, response count, handle time (both assigned and processed), and response time. This summary helps track efficiency and overall performance in managing tasks and customer interactions.

  • Live Chat: The Live Chat Report provides insights into key performance metrics, including the number of assignments, response count, response time, and handle time, both for the assigned duration and digital interactions. This report helps assess the efficiency and effectiveness of live chat handling.

  • Email: The Email Report provides detailed insights into key performance metrics for email interactions, including the number of emails assigned, response count, response time and handle time for both the assigned duration and digital interactions. This report helps evaluate the efficiency and effectiveness of email management and response processes.

  • Social: The Social Report provides insights into key metrics, including the number of assignments, response count, first response time, response time, and handle time for both the assigned duration and digital interactions on social media platforms. This report helps evaluate the efficiency and effectiveness of managing social media interactions.

  • Assignment Raw Dump: The Assignment Raw Dump report provides comprehensive information, including case details, assignment details, response time, and handle time, offering a complete overview of performance and efficiency in managing cases.

  • Macro Summary: The Macro Summary Report provides detailed information about macros, including the usage count for each case macro, helping track their effectiveness and frequency of usage.

Let’s have a look at the metrics:

Name 

Description 

Number of Assignments 

Measures number of times a particular case has been assigned to the agent. 

Number of Assignments (With Brand Responses) 

Measures number of times a particular case that has been assigned to the agent has been responded 

Response Count 

Count of responses sent by the agent on the case. 

Average First Response Time (Agent) 

It tracks the time taken for the first agent response after each assignment to the queue, starting from either the agent assignment time or the last unanswered customer message on the case, based on the settings selected in the "service settings screen. 

Average Response Time Excluding First (Agent) 

Measures next response time made by the agent excluding the time taken to respond the first response) 

Average Response Time (Agent to Customer) 

Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys 

Average Handle Time Assigned Duration 

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment 

Average Handle Time (Digital) 

Measures the total time taken by the agent to handle the case or the particular assignment as per the value selected in "service settings screen. 

Let’s have a look at the metrics:

Name 

Description 

Number of Assignments 

Measures number of times a particular case has been assigned to the agent 

Number of Assignments (With Brand Responses) 

Measures number of times a particular case that has been assigned to the agent has been responded. 

Response Count 

Count of responses sent by the agent on the case. 

Average of First Response Time (Agent) 

Measures the duration of first agent response that was sent on the case after every assignment to the queue from either agent assignment time or last un responded customer message on the case as per values selected in "service settings screen. 

Average Response Time Excluding (Agent) 

Measures next response time made by the agent excluding the time taken to respond the first response). 

Average Response Time (Agent to Customer) 

Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys. 

Average Handle Time (Assigned Duration) 

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment. 

Average Handle Time (Digital) 

Measures the total time taken by the agent to handle the case or the particular assignment as per the value selected in "service settings screen". 

Let’s have a look at the metrics:

Name 

Description 

Number of Assignments 

Measures number of times a particular case has been assigned to the agent. 

Number of Assignments (With Brand Responses) 

Measures number of times a particular case that has been assigned to the agent has been responded. 

Response Count 

Count of responses sent by the agent on the case. 

Average First Response Time (Agent) 

It measures the time taken for the first agent response on the case after each assignment to the queue, starting from either the agent assignment time or the last unanswered customer message, according to the values selected in the "service settings screen. 

Average Response Time Excluding First (Agent) 

Measures next response time made by the agent excluding the time taken to respond the first response). 

Average Response Time (Agent to Customer) 

Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys 

Average of Handle Time (Assigned Duration) 

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment. 

Average Handle Time (Digital) 

Measures the total time taken by the agent to handle the case or the particular assignment as per the value selected in "service settings screen. 

Agent Federation ID 

Federation ID of the user for whom report is been generated. 

Agent 

The Sprinklr user for whom the report is being generated. 

Let’s have a look at the metrics:

Name 

Description 

Number of Assignments 

Measures number of times a particular case has been assigned to the agent. 

Number of Assignments (With Brand Responses) 

Measures number of times a particular case that has been assigned to the agent has been responded. 

Response Count 

Count of responses sent by the agent on the case. 

Average First Response Time (Agent) 

It tracks the duration of the first agent response on the case after each assignment to the queue, starting from either the agent assignment time or the last unanswered customer message, based on the values chosen in the "service settings screen. 

Average Response Time Excluding First (Agent) 

Measures next response time made by the agent excluding the time taken to respond the first response). 

Average Response Time (Agent to Customer) 

Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys. 

Average Handle Time (Assigned Duration) 

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment. 

Average Handle Time (Digital) 

Measures the total time taken by the agent to handle the case or the particular assignment as per the value selected in "service settings screen. 

Let’s have a look at the metrics:

Name

Description 

Agent 

The Sprinklr user for whom the report is being generated. 

Case Number 

The ID number associated to the Case Details. 

Case Details 

Associated case to the event, which includes the Case subject, Case ID and the Description. 

Case Creation Time 

Indicates the time for when the case was created. This metric will not aggregate data of cases based on time interval. 

Channel 

It provides the name of the channel associated with the case at the time of a specific action. Once the channel is changed, any subsequent actions on the case will be reported under the new channel name, reflecting the snapshot of the channel linked to the case at that moment. 

Agent Assign Time 

Date Time stamp when the particular case was assigned to the agent. In case multiple agents were assigned, it will show timestamp for each of those agent assignments. 

Assignment Method 

Indicates if the agent assignment was a manual, queue or direct assignment. 

Number of Assignments 

Measures number of times a particular case has been assigned to the agent. 

Number of Assignments (With Brand Response) 

Measures number of times a particular case that has been assigned to the agent has been responded. 

Response Count 

Count of responses sent by the agent on the case. 

Average First Response Time (Agent) 

It tracks the duration of the first agent response sent on the case after each assignment to the queue, starting from either the agent assignment time or the last unanswered customer message, according to the values set in the "service settings screen. 

Average Response Time Excluding First (Agent) 

Measures next response time made by the agent excluding the time taken to respond the first response). 

Average Response Time (Agent to Customer) 

Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys. 

Average Handle Time (Assigned Duration) 

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment. 

Average Handle Time (Digital) 

Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment. 

The Macro Summary section is divided into 2 different types of reports:

  • Macro Summary

  • Case Level Macro Summary

Let's have a look at the different metrics:

Let's have a look at the metrics:

Name

Description

Date

Date on which event occurred.

Macro

Name of the macro used.

Case Macro Usage Count

Number of times a macro was used.

Let's have a look at the metrics:

Name

Description

Case Details

Associated case to the event, which includes the Case subject, Case ID and the Description.

Case Macro Apply Time

Timestamp when a macro was applied on the case.

Macro

Name of the macro used.

Case Macro Usage Count

Number of times a macro was used.

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