Agent Dashboard Inconsistency
Briana Coffman
Published:
12/01/23 5:00 PM
15 views
3
15
Hello,
I created a dashboard of my agent, and it looks like 1 tab has different metrics than another tab, but it should be the same amount. I dont know which one is the correct number and need help to not only figure out which metric is correct, but to fix the settings for the other.
Idea
Updated
9 months
Comments
- S
Sprinklr's Community
2 years
ago
04/12/2023
Hello @brianacoffman
We see that the metrics used on both tabs differ. The "Unique Case Count" metric belongs to the "SLA" Report, while the "Case Count" metric belongs to the "Inbound Case" Report.
As these metrics belong to different report types, data is pulled from different sources for these metrics. Depending on the requirement and use case, this can be configured to give similar data, but as they belong to different report types, there may be certain differences.The primary difference between "Unique Case Count" and "Case Count" is that the "Unique Case Count" metric gives us data based on the state of the case at the time an action took place on the case. This is useful when we want to report on historical case data. For example, if we want to report on the custom field values that were tagged in a case at the time the first brand response was sent, we can use the "Unique Case Count" metric.
The "Case Count" metric will always give us data as it is currently tagged in the case. This metric is used when we need to report on data as it is currently present, instead of historical data.Please feel free to let us know if you have any further queries regarding this issue.
- Sprinklr Support
Briana Coffman
2 years
ago
07/12/2023
@sprinklrs_community So, Case Count is just the one case itself whereas Unique Case Count is how many times we've resolved the case?
- S
Sprinklr's Community
2 years
ago
11/12/2023
Hey Briana,
The Unique Case Count will be showing us the number of cases which are actioned upon, here the actions include Brand Response, User Assignment, User Unassignment, and Queue Removal on the case.
Whereas the Case Count shows us the number of created cases.
There would be some difference between Unique Case Count and Case Count in the cases where the cases have not yet worked upon by agents.
Please let us know if we can help you here with anything else.
- Sprinklr Support Briana Coffman
1 year
ago
26/02/2024
@sprinklrs_community I tried to plot case count here but it does not yeild info. What should I do if i want to see how many cases my agents worked each month?
- S
Sprinklr's Community
1 year
ago
27/02/2024
Hey Brianna,
We can plot Case Count with Last Engaged User, instead of agent. Briana Coffman
1 year
ago
27/02/2024
@sprinklrs_community Thank you. I attempted that but it did not produce ca metric
- J
Jay Elango
2 years
ago
02/12/2023
Thank you for your post. I have looped the Support Team to look into this issue. They'll get back to you shortly.
Briana Coffman
2 years
ago
20/12/2023
So, if i wanted to calculate how many cases (not macros) an agent worked on) which metric should i use? case count and filter to agent?
also, I just tried to change the widget from having Unique case count to case count and it did not provide anything. I'm not sure how to fix this.
Jay Elango
2 years
ago
21/12/2023
Sprinklr's Community
2 years
ago
21/12/2023
Hey Briana,
Good day!
Plotting Unique case count vs Unique Case Count gives us just the count as shown in the screenshot.
Plotting Unique Case Count along with the Agent dimension, gives you the cases that the agents have worked upon.
Case Closure SLA gives us the time difference from the Case Creation Time to when the case closure time is capturedm that would be when the case went into the Closed Status.
Please let us know if we can help you with anything else here.
Best Regards,
Akshaya
Briana Coffman
2 years
ago
02/01/2024
Is there a way to build a widget with these suggestions to share with me? I'm trying to understand why I would plot Unique Case Count against itself to get the # of cases an agent has worked.
Sprinklr's Community
1 year
ago
03/01/2024
Hello Briana,
Apologies for the earlier miscommunication!
We would not need to plot "Unique Case Count" against itself to view the count of cases that an agent has worked upon.
However, depending on the parameters to judge which cases an agent has worked upon we can plot a few different dimensions along with the metric "Unique Case Count".
If we want to report on cases that were assigned to an agent, we can plot the dimension "Agent" along with the "Unique Case Count" metric.
If we want to report on cases where an agent has responded to a case, we can plot the dimension "Brand Response by User" along with the same metric.
The difference between "Agent" and "Brand Response by User" is that if a case is not assigned to a user, yet the user sends out a response on the case, if the "Agent" dimension is plotted, this case will not be reflected in the count. However, "Brand Response by User" will consider the count of all cases where an agent has sent out a response regardless of whether it was assigned to the user or not.
Additionally, to clarify the point regarding plotting "Agent" and "Case Count", this will only give us data for cases currently assigned to the agents. This has to do with the report type of the metric "Case Count" which belongs to the report type "Inbound Case" which will always give us current, real time data, and so when plotted against the "Agent" dimension, will only show the count of cases currently assigned.
Please feel free to let us know if you have any additional queries and we shall do our best to address your concerns!
- Sprinklr Support
Briana Coffman
1 year
ago
03/01/2024
https://space-prod2.sprinklr.com/social/insights/reporting/dashboard/5b573bece4b02450829017ff/tab/29
is there anyway to help me create those widgets with those points on this dashboard? I'm trying to plot it but I'm running into issues. for examples, in the total cases handled YTD, I can't plot Brand User Response without a metric but if I leave it as is, it wont save.