Name

Description

Hold Count(Agent)(Unique)

Unique number of times customer was put on hold for the call by an agent. If in a particular call, the customer was put on hold twice by the same agent, the count will show 1.

Handle Time (Agent)

Depicts the total handle time of the conversation, including the talk time, hold time, preview time, wrap time, and more, based on metrics selected in the "Service Settings" screen.

Number of Agents

Depicts the count of agents associated with a particular call.

ACW Time (post call)

Time spent filling the ACW after the call has ended. This includes time spent with the ACW on the screen post call, before it is timed-out (in-case an agent moves tabs or screens - this time will not be considered however the ACW may still be timed-out).

Average Hold Time

Total time spent by agents on hold / Number of Connected Calls.

Talk Time (Agent)

Total talk time of the agent on the calls.

ACW Time (Agent)

Time spent filling the ACW by the agent based on values selected in the "Service Settings" screen.

ACW Time (during call)

Time spent filling the ACW during the call (if configured).

ACW Time (pending state)

Time spent on ACW when the ACW has been moved to Pending State, after being timed-out.

Average Handle Time

Average of total handle time as per values selected in "service settings screen" over total number of connected calls.

API Time Taken from Agent Accept Time (Agent)

Time difference between the time agent accept the call to the API pusher received.

Number of Schedule Callbacks Connected (Agent)

Number of outbound schedule callbacks attempted calls which were connected by customer, that is, both agent and customer connected on the call.

Number of Schedule Callbacks Attempted (Agent)

Number of outbound scheduled callbacks calls which were attempted by the agent.

Number of Dialer Calls Connected (Agent)

Number of outbound dialer attempted calls which were connected by customer, that is, both agent and customer connected on the call.

Number of Dialer Calls Attempted (Agent)

Number of outbound dialer calls which were attempted by the agent.

Number of Manual Calls Attempted(Agent)

Number of outbound manual calls which were attempted by the agent.

Conference Time (Agent)

Time spent by agents and customer on the conference call at the same time. This will exclude any IVR and external conferences on the call (talk time of all the parties in conference and will be added for both the agents).

Fresh Attempt Count (Agent)

Count of fresh attempts made by the agent. This is counted only for outbound attempts.

Conference Initiated Count

Count of times agent has initiated a conference with another agent (It can be initiated either via warm transfers or add to call invites). This will exclude any IVR and external conferences on the call.

Calls Abandoned On Hold (Agent)

Count of calls which were abandoned when the customer was put on hold.

Unique Agents (Agents)

Number of agents who have been offered atleast 1 call in the selected time duration.

Number of Inbound Connected Calls

Number of calls where agent and customer both connected on the call for just inbound calls.

Number of Outbound Connected Calls

Number of calls where agent and customer both connected on the call for just outbound calls.

Number of Connected Calls

Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed.

ACW Interruptions

When ACW Interrupt Feature/Play-Pause is configured, this field provides the total number of times ACW was Interrupted by an Incoming Call, or others.

ACW Extensions Taken

Number of ACW Extensions Taken on that particular call. Used for reporting when ACW Extension feature has been configured.

ACW Interrupted Time

When ACW Interrupt/Pause-Resume feature has been configured, this metric will provide the total time the ACW had been interrupted for.

Average ACW Time

ACW Time (Agent) / Number of Connected Calls.

Mute Time (Agent)

Total time call was put on mute by the agent.

Hold Count (Agent)

Number of times customer was put on hold for the call by an agent.

ACW TimeOut Configured

Default time configured for an ACW's before it is timed-out.

Unique Days (Agent)

Provides the count of unique days that the agent was offered the call in the selected timeframe.

Number of Offered Calls (Unique)

Total number of unique calls which were offered to the agent. If a call was offered to agent twice, this will depict the count as 1.

Number of Connected Calls (Unique)

Number of unique calls in which customer and agent connected both connected on the call. In case of 1 call being offered and connected to agent multiple times, it will count as 1.

Number of Inbound Offered Calls

Number of inbound calls which were offered to the agent.

Number of Outbound Offered Calls

Number of outbound calls which were offered to the agent.

ACW Time Configured inc Extensions

Total ACW Time available for that case, this would include the default time configured (and in-case extensions are configured - the total extension time applied).

Average Outbound Round Trip Time

Provides average round trip time of packets coming to agent's browser -> used to measure call quality and for debugging.

ACW Extension Time Taken

We calculate them using watch rtc stats coming from UI and it is only applicable for agent's leg.

Customer Dial Time (Agent)

Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls).

Time taken since last call (Agent)

Measures the time difference between two consecutive calls from the same customer based on phone number. It calculates the duration between the end of the first call (Call A) and the start of the second call (Call B) and associates this time interval with the unique identifier (ID) of Call B.

Manual Call Pre-Call Prep Time (Agent)

Total time spent by the agent preparing before the manual call.

Average Mute Time

Time spent on mute by the agent / Number of connected calls.

Conference Received Count

Count of times agent has received a conference with another agent and connected on the call (It can be initiated either via warm transfers or add to call invites). This will exclude any IVR and external conferences on the call.

Total Queue Time (Agent)

Time spent by the call in queue before that agent's assignment.

Time Until Next Call (Agent)

Measures the time difference between two consecutive calls from the same customer based on phone number. It calculates the duration between the end of the first call (Call A) and the start of the second call (Call B) and associates this time interval with the unique identifier (ID) of Call A.

Number of Offered Calls

Number of calls which were offered to the agent inc both inbound and outbound calls.

Unique Profiles (Agent)

Count of unique profiles which the agent reached.

Hold Time (Agent)

Total time the call was put on hold by the agent.

Preview Time (Agent)

Indicates the preview time spent by the agent on call in cases of outbound call.

Average Talk Time

Total time spent by agents talking on the call / Number of connected calls.

ACW AutoWrap Time Configured

If Autowrap feature is enabled, this field shows the default time after which an ACW will be auto-submitted.

Actual ACW Extension Time Used

When Extensions are enabled, this calculates the actual extension time used in instances where not all the extended time is consumed.

Disposition Count

Number of dispositions that is filled by the particular agent.

Unique Customer Phone Number (Agent)

Depicts the count of unique customer handled by the agent based on the customer phone number.

IVR Conference Time (Agent)

Measures the total time agent was on conference with the customer and IVR at the same time.

Average Inbound Round Trip Time

Provides rtt of packets going from agent browsers -> used to measure call quality and for debugging.

Number of Manual Calls Connected (Agent)

Number of outbound manual calls which were attempted by the agent and customer connected on the calls i.e agent and customer both connected on the call.

Total Profiles in Campaign

Total profiles ingested in the campaign.

Transfers Initiated (Blind/Warm)

Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent.

Transfers Received (Blind/Warm)

Total number of warm and blind transfers received by the agent on the call i.e for warm transfer -> the call rang on the agent console irrespective of if the call was accepted by the agent later or not and for blind transfer -> call was accepted and connected post the ring on agent console.

Blind Transfers Initiated

Total number of blind transfers iniatied by the agent on the call inc both the transfer directly to agent or to the queue.

Blind Transfers Received

Total number of blind transfers received by the agent on the call and also accepted by the agent (will be counted only if the agent is connected).

Warm Transfers Initiated

Total number of warm transfers iniatied by the agent on the call inc both the transfer directly to agent (irrespective of if the call was answered by agent or not) or to the queue.

Warm Transfers Received

Total number of warm transfers received by the agent on the call i.e it gets counted if either the call rings on agent console or agent connects on the call (consult call) or agent is successfully transferred the full control of the call (successful transfer call).

Consult Transfers Received

Warm Transfer received to the agent and agent connected on the call but it was only a consult call and control wasnt transferred to this particular agent.

Successful Warm Transfers Initiated

Warm transfer initiated where the final/ complete control of call was provided to another agent.

Successful Warm Transfers Received

Warm transfer received where the final/ complete control of call was provided to another agent.

External Transfers Initiated

Total external transfers which an agent initiated irrespective of if the external agent connected on the call or not.

IVR Transfer Initiated

Total IVR transfers which an agent initiated.

Consult Transfers Initiated

Warm Transfer initiated by the agent irrespective of if the agent is connected on the call or not. In case connected - it was only a consult call and control wasnt transferred to this particular agent.

Total Consult Time

Time of consult between the agents during the consult call when both the agent is connected and will be shown for both the agents.

Average Consult Time

Average Time of Consult over total number of calls connected where consult was performed on the call.

Conference Connected Count

Count of times agent has been connected on a conference with another agent (It can be initiated either via warm transfers or add to call invites). This will exclude any IVR and external conferences on the call.

Number of Abandoned Calls

Number of abandoned calls where customer didnt connect in case of outbound calls and agent didnt connect in case of inbound calls post offer was made to the agent.

Average Preview Time

Average of Preview Time (Agent) based on number of preview calls dialed out from the system (only for outbound calls).

Average Outbound Ring Time

Average time call rang on agent console for outbound calls where customer first connected on the call.

Inbound Ring Time

Time spent by agent to connect on the call post the offer was made to the agent in case of only inbound calls i.e time from agent connect - agent assigned.

Outbound Ring Time

Time spent by agent to connect on the call post the offer was made to the agent in case of only outbound calls where the customer first connects on the call (eg: predictive dialers).

Average Inbound Ring Time

Average Inbound Ring Time based on number of inbound calls which were offered to the agent.

Ring Time (Agent)

Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.

% Connected Calls

% of calls connected over total number of offered calls with respect to the particular agent.

Consult Provided Talk Time

Time spent by Secondary Agent providing consult to Primary Agent, when customer is on hold.

Total Consultation Time

Time spent by Agents, providing/receiving consultation, with Customer on Hold.

Consult Add to Call Initiated

Count of Add to Call initiated by the agent resulting to consult call - i.e. 2 agents on call and customer is on hold. It is counted as initiated even if 2nd agent didnt connect on call or in cases where agent got connected on the call and further conference wasn't done.

Consult Add to Call Received

Count of Add to Call received and connected by the agent but it was only a consult call - i.e 2 agents on call and customer is on hold and further conference wasn't done on the call.

Consult Initiated Count

Count of total consults initiated by the agent on the call which is a sum of Consult Transfer Initiated and Consult Add to Call Initiated metrics.

Consult Received Count

Count of total consults received by the agent on the call which is a sum of Consult Transfer Received and Consult Add to Call Received metrics.

Consult Initiated Talk Time

Talk Time of the particular agent with agent 2 on all the total consult calls which were initiated.

Consult Received Talk Time

Talk Time of the particular agent with agent 2 on all the total consult calls which were received to the agent.

IVR Conference Count

Number of times the IVR was added as a conference to the call by the particular agent. In case IVR is conferenced multiple times, it will calculate multiple times.

External Conference Count

Number of times any external user or number is added as a conference to the call. It is counted only when external user is connected on the call for conference. It can be initiated via add to call feature or warm transfers to the call.

External Conference Time (Agent)

Measures the total time agent was on conference with the customer and the external user or phone numer.

Conference Initiated Time (Agent)

"Conference Time associated to Agent who has initiated the Conference. This includes both Add to Call & Warm Transfer Scenarios. 

Sub-set of Talk Time"

Conference Received Time (Agent)

"Conference Time associated to Agent who has initiated the Conference. This includes both Add to Call & Warm Transfer Scenarios. 

Sub-set of Talk Time".

Name

Description

Agent

The Sprinklr user for whom the report is being generated.

Agent Id

The Sprinklr user ID for whom the report is being generated

Agent Email Id

Email ID of the user.

Agent Federation Id

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

Date

Date on which the event occured.

Day of Year

This is the sequential day number starting with day 1 on January 1st.

Time of day

The specific 1 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.

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.

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)and adjusted to the user's timezone.

Week of Year

This is the sequential week number in the year starting the week count with Sunday

Month Of Year

The name of the Calendar Month on which the activity occurred.

Day of the Week

The name of the day of the week on which the activity occurred.

Agent Skills (Comma Seperated)

Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma seperated.

Agent Skill VS Proficiency (Comma Seperated)

Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma seperated.

Agent Skill

Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma seperated.

Agent Manager

Agent Manager Assigned to the user,

Agent Group

Agent Groups for which the User is part of, if they are part of multiple groups it will create multiple rows.

Is Eligible For ACW?

Boolean field indicating if the conversation was Eligible for ACW (True/False).

Customer Country Code

Represents the country code of the customer associated to the call.

Is Persistent Call

Boolean field indicating True if the particular agent has been a part in a nailed up call connection.

Call Invite Type

The nature of invite for the agent, can be : IVR_INVITE, AGENT_TRANSFER, AGENT_INVITE.

Conversation Completion Status

This specify about the status of the call after it ends. For example - AGENT_NO_ANSWER, CUSTOMER_REJECTED, COMPLETED, and so on.

Task Priority

The priority level defined for calls.

ACW Triggered At

Timestamp at which the ACW for the particular call was triggered.

Is ACW Extension Taken?

Boolean field indicating if Extension Time was taken while filling the ACW. Should be used in conjuction with Number of Extensions Taken and Extension Time to help track extra durations used while wrapping calls.

Is Manual Call?

Boolean field indicating True if the particular call is a manual call or not.

Is Conference with External Agent?

Boolean field indicating True if the conference to an external agent was initiated and external agent connected on the call or not.

Conference Sid

Unique ID of the call provided by the CPaas Vendor (mostly used for debugging).

Dialer Type

Shows in case of outbound calls - the type of the call like predictive, progressive, external, acw callbacks, callbacks and so on. In case of inbound calls it shows a blank.

Is Scheduled Callback?

Boolean field indicating if the call was a scheduled callback or not.

Work ID

This represents the work ID of the particular assignment - used for assignment and routing configs.

Is Abandoned On Hold?

Boolean field indicating True if the particular call was abandoned when the call was on hold or not.

Is SIP Number

Boolean field indicating True if agent's contact has SIP enabled.

Activity Data Type

Indicates activity data type of agent like agent_activity_detail, talk_time, ring_time, and so on.

Account

The name of the social network Account. When using this dimension in association with case, this will display the name of the Brand account through which the first message associated to the case is grabbed. Messages are ordered in a case based on the time they were associated to the case, not necessarily the date and time the messages were created.

Agent Connected At Timestamp

The timestamp at which the agent got connected on the call (for multiple agents connected on the same call, we will see multiple rows in report).

Transferred To IVR(s)

Indicates the name of the IVR in case the call is transferred to IVR by the agent.

Direction

Indicates the direction of the call with respect to the customer. If the call is dialed in by customer it will be termed as inbound and if the call is dialed out by the sprinklr agent it will be termed as outbound.

Call Initiator ID

Indicates the ID of campaign/ journey/ callbacks in case of outbound calls only

ACW Submission Reason

Indicates the submission reason for ACW: "Submitted by Agent", "Auto-wrapped", "Submitted by System", and so on.

Lead Creation Time

Timestamp when the lead was created in case of outbound calls only.

Scheduled Callback Task ID

The scheduled callback task ID associated to the call.

Has Agent Received Assignment

Boolean field denoting if the agent has received any call assignment or not.

Call Start Time

Timestamp when the particular call started.

Is ACW Callback?

Boolean field denoting if the particular call was an ACW Callback (Re-Dial via ACW Screen) (True/False).

Call Initiator

Indicates the name via which outbound call is initiated and hold values like campaign/ journey/ callbacks.

Campaign

Name of the Campaign associated to the call

ACW Submitted At

Timestamp at which the ACW for the particular call was submitted.

Transferred To Agent(s)

Indicates the name of the agent in case the call is directly transferred to the agent.

Record Created Time

Timestamp when the particular call record was created in the system.

Customer Disconnect Time

Indicates the timestamp when the customer disconnected the call post joining the call. If the customer didnt join the call, this field will show blank.

Voice Segment Activation Config

ID for particular call if call initiator was segment.

ACW Type

Indicates the type of ACW Configured - Mandatory, Optional, and so on.

Is ACW Skipped?

Boolean field indicating if the ACW was Skipped by the Agent or not (True/False).

Agent Status During Call Offer

Agent Status when the particular call was offered to the agent.

Is Fresh Attempt?

Boolean field indicating if the call was a fresh attempt with respect to the campaign associated.

Call States

Indicates the various states that call goes through in lifecycle, creating separate row for each call state.

Customer

Profile name of the customer associated to the case (This can be the name, phone number of profile ID of the customer based on what is captured during case creation).

Agent Call Rejection Reason

Indicates the reason why the agent rejected the particular call offer.

Is Disconnected by Agent?

Boolean field indicating True if the call was disconnected by the agent on the call.

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.

Agent Disconnected At Timestamp

The time at which the agent got disconnected from the call post the agent connected on the call. If the agent didnt pick up the call, this will show a blank (for multiple agents connected on the same call, we will see multiple rows in reporting).

Voice Application Number

Depicts the call centre voice application number based on which calls are received or dialed out.

Call Start Time Interval

The time interval for the call start time of the call (Based on aggregation selected at the widget level, this can break into 15mins range to quaterly range and so on).

Is ACW Timed-out?

To be used in cases where a maximum time for ACW has been configured - Boolean field indicating if the set time has been exhausted (True/False).

Segment Id

Depicts the segment ID associated to the call - in case of outbound calls with campaigns associated.

Account Group

The name of the Sprinklr Account Group. An Account Group is a collection of Accounts within a Client that can contain multiple social networks. You can create and edit these groups under Administration> Settings.

Call Sub-Disposition

Depicts the sub-disposition that is filled by the agent while filling the ACW or Disposition Form.

Is ACW Submitted?

Boolean field indicating if the ACW has been Submitted or not (this includes Agent & System submissions).

Transferred To Queue(s)

Indicates the name of the queue in case the call is directly transferred to the Queue.

Is Answered From Mobile?

Boolean field depicting if the call was answered from mobile or not.

Campaign Status

Depicts if the status of activation for campaign is active, paused, or expired.

Case Details

This is the Case. It will include the Case subject, Case Number and Description.

Case Number

The ID number associated to the case.

Work Queue

The name of the Work Queue of which the particular call assigned to the agent was a part of or assigned from. In case the call transfers and multiple agents connected on the call, this will create multiple rows corresponding to each queue and agent combination.

Is Auto Answered?

Boolean field indicating True if the agent auto answered the call or else False.

Lead ID

This depicts the lead ID associated to the particular call. There can be multiple calls associated to same lead ID.

Voice Application

Name of the voice application configured in the system to receive or dial out the calls of the centre.

Agent Status During ACW Submission

Agent Status when the ACW was submitted for that particular call.

Call Disposition Plan Id

Depicts the name of the disposition form or ACW form configured and filled by the particular agent.

Dialer Profile

Name of the dialer profile used for dialing the outbound calls. In case of inbound calls, it depicts N/A.

Global Call Attempt Number

Depicts the call attempt number associated to a particular call for calls which are dialed out due to campaigns and leads ingested.

Call Disposition

Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form.

Participant Sip Response Code

Sip code response provided by the CPaas Provider in call status and codes dimensions (mostly used for debugging).

Call Disconnection Reason (Agent)

Disconnection reason for why agent disconnected the call, contains values like: Participant Requested Disconnect, Customer Disconnected, Participant Hangup, and so on.

Campaign Call Attempt Number

Provides the count of attempts made in a particular campaign ingested.

Is ACW Callback Requested?

Boolean field indicating if an ACW Callback was requested on the call (True/False).

Call Offered At

Timestamp when the call was offered to that particular agent. With respect to each call and agent combination there will be a call offered at dimension.

Conversation Id

Unique ID associated with that particular call. (There can be multiple calls associated to a case, and each call will have a separate and unique conversation ID).

Customer Phone Number

Depicts the phone number of the customer associated to the call.

Time Stamp for the Next Call

Indicates the timestamp of the next call associated to this particular customer and case details.

Call Offered At Interval

Time Interval for when the call was offered to that particular agent. (Based on aggregation selected at the widget level, this can break into 15mins range to quaterly range and so on).

Language (Call)

Depicts the language associated to the call and selected by the customer in the IVR.

Is ACW Interrupted?

Boolean field which indicates there was an interrupting while filling ACW - that is Incoming Call/Capacity Config.

Call End Time

This will indicate the call end or disconnect time irrespective of if agent and customer connected on call.

Contact Centre Phone Number

This will indicate the contact centre phone number from where the call is initiated (outbound - manual/ preview) or where the call is received (inbound and outbound predictive).

Customer Country

Represents the country name of the customer associated to the call.