Analytics reporting on associated/dissociated cases
Thilo Manys
Published:
12/09/24 2:29 PM
42 views
2
42
Hey Sprinklr Community & greetings from Cologne, Germany.
Maybe you can help use out!
Sometimes our agents have to dissociate a message from a case and create a new case from it.
I would like to report on that, but neither the reporting glossary, nor knowledge base gave me an answer. Is there a metric for it? Probably not, otherwise it would be in the glossary. But is there maybe a workaround?
Thanks for help or any tips. :)
Question
Updated
2 days
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- J
Jay Elango
11 months
ago
10/12/2024
Hi Thilo,
Thank you for your post. This requires a new workflow to be created. We've informed our internal team about this query, and they'll connect with you shortly. In the meantime, let us know if you need the new case properties to inherit the case properties from the original case.
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Thilo Manys
11 months
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10/12/2024
Hey!
Thanks for looking into it. To be clear: we are looking for the number of disassociated cases (& therefore new cases) by agent name. :)
With inheriting case properties you mean, when an agent creates a new case by disassociating it and that this case gets the properties of the original one?
Looking forward to your feedback.
sriyesh.vipin+champagne
11 months
ago
10/12/2024
Hi Thilo,
Unfortunately, we currently do not have a standard metric that denotes the number of messages/cases that were dissociated. A workaround here would be to tag a specific custom field on the message or case while dissociating, and then you can report on the number of messages or cases that are tagged with that specific custom field. Please let us know if that helps!
Thilo Manys
11 months
ago
10/12/2024
Thanks! I see, that makes sense. Thanks for the suggestion. :)