Video Call Duration

Measures the duration of the call.

Predicted Agent Wait Time

Measures the predicted wait time that the customer waits after the video
call is offered until an agent becomes available to accept the call.

Video Call Assignment Delay

Measures the time difference between the call initiate time and the assignment time.

Offer Accept Delay

Measures the time difference between the call accept time and the assignment time.

Number of Video Calls

Measures the total number of video calls initiated.

Name

Description

Chat Application

Live chat Application name associated to the Case.

Case Details

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

Case Number

The ID number associated to the Case Details.

Video Call Conversation Id

Unique ID associated with that particular video call.

Account

The name of the social network account. When used with case details, this will display the name of the "Organization 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.

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 agent it will be termed as outbound.

Did Video Conversation Ended?

A Boolean field indicating True if all the video calls have been completed or else marks as False.

Video Conversation End State

Different states of video call, such as VIDEO_CALL_MISSED, VIDEO_CALL_ENDED, VIDEO_CALL_DECLINED.

Message

The text of the inbound or outbound message associated to the Case.

Is Audio Only?

A Boolean field indicating True if the calls were only audio and no video or else marks as False.

Is One Way Video Call?

A Boolean flag indicating whether the video call is a one-way video call or not.

Is Voice To Video Call?

A Boolean flag indicating whether a voice call session has been switched to a video call or not.

Video Call Start Time

The timestamp when the video call was triggered/initiated.

Video Call End Time

The time when the call was terminated/ended.

Video Call Assignment Time

Indicates the date timestamp when the video call was assigned to a particular agent.

Offer Accept Time

The timestamp at which the video call is accepted.

Accepted Agent

Indicates the name of the Sprinklr user who accepted the video call request.

Declined By Agent

Indicates the name of the Sprinklr user who declined the video call request. If multiple users declined the request, row would split basis each user who declined the request.

Missed By Agent

Indicates the name of the Sprinklr user who missed the video call request. If multiple users declined the request, row would split basis each user who missed the request.

Recording File URL

URL of the recorded video that is stored in the Sprinklr.

Recording File Deleted

A Boolean field indicating if the recorded video stored in Sprinklr has been deleted or not.

Agent Group

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