‎Voice Report (Customer) | Sprinklr Help Center

Voice Report (Customer)

Updated

18 days ago

The Voice Report (Customer) provides comprehensive details about calls from a customer perspective, covering both inbound and outbound calls.

Each call is associated with a unique Conversation ID, which represents the most granular level of detail in this report. All records are stored based on this ID.
A Conversation ID remains unique to a call, from start to disconnection, including any reassignments and transfers during the conversation.
Depending on workflow configuration, multiple Conversation IDs (multiple calls) can exist within a single Case.
If there are multiple calls in a Case when aggregating at the Case Number or Case level, the collective details of all calls will be shown.

All Metrics and Dimensions in this Report are at the call level, meaning they reflect the cumulative data of the entire conversation. For example, if multiple agents handle a single call (unique Conversation ID in Sprinklr), the data such as Talk Time, Hold Time, and ACW Time will be aggregated across all agents.

The Voice Report (Customer) includes details of all calls, whether they were completed in the IVR, connected to an agent, or transferred. This is crucial for identifying call trends, understanding the customer journey, and analyzing granular call performance details.

Attribute	Status
Behavior of User Custom Fields	Not supported.
Behavior of Case Custom Fields	Case Level Custom Fields (CF) are supported in this Report. Plotting any Case Level CF will display the value attribute for that field on the Case. This same value will be shown for all calls/records within that Case, even if there are multiple Conversation IDs. There are also 'Old Value' type CFs that store the value associated with the field while the call was ongoing (applicable if CFs can be updated after call completion). These can be set up and customized in the Dimension Configurator.
Date Filter	The report uses 'Call Start Time' as the default date filter, meaning all records will be populated based on the call's start time.
Record Creation Time	Records for this Report are created after call disconnects.
Refresh Frequency	5 minutes.
Aggregation Supported	Supported at 15-minute intervals.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Voice Report (Customer):

Metrics

Dimensions

Name	Description
% Calls Abandoned While Waiting	Calls abandoned after requesting for an agent / Number of calls requested for an agent for both inbound and outbound calls.
Abandon Rate (Inbound)	Percentage of customer abandons over total inbound calls requested for the agent for inbound calls only i.e customer abandons (inbound) / number of calls requested for an agent.
Abandon Rate (Outbound)	Percentage of customer abandons over total outbound calls dialed i.e customer abandons (outbound) / outbound call count.
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.
ACW Time (Post Call)	Total time spent by agents filling the ACW post the call.
Average Handle Time	Average of total handle time as per values selected in "service settings screen" over total number of connected calls.
Calls Abandoned in Queue	Number of calls that entered in the queue and abandoned before being connected with the agent
Calls Completed in IVR	Number of calls completed in the IVR (stayed in the IVR).
Calls Requested For an Agent	Measures the number of calls which were requested for an agent including both inbound and outbound calls.
Complete IVR Transaction Count	Number of IVR transactions passed which were also completed.
Count of Customer Invalid Number	Count of customers with an invalid phone number.
Customer Abandons (Inbound)	The count of inbound calls where customer abandoned the call before the agent was connected on the call.
Customer Abandons (Outbound)	The count of outbound calls where customer connected and abandoned the call while waiting for the agent to connect on the call.
Customer Dial Time	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).
First Engaged Agent ACW Time	Time taken to fill the ACW by the agent on the call.
First Engaged Agent Hold Time	Hold Time associated to the first engaged agent on the call.
First Engaged Agent Preview Time	Indicates the preview time spent by the first engaged agent on call in cases of outbound call.
First Engaged Agent Ring Time	Ring Time associated to the first engaged agent on the call.
First Engaged Agent Talk Time	Talk Time associated to the first engaged agent on the call.
First Queue Time (Call)	Time spent by the call in the first queue before that requesting for an agent.
Inbound Call Count	Indicates the inbound number of calls (calls which landed into the system).
Inbound Ring Time (Call)	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 assigned to agent connect.
Incomplete IVR Transaction Count	Number of IVR transactions passed which were also incompleted.
IVR & VoiceBot Time	Total time spent in IVR flow.
IVR Conference Time (Call)	Measures the total time customer was on conference with the IVR and the agent.
IVR Time	Total time spent in IVR flow.
IVR Time Until First Agent Requested	Indicated the IVR time the call spent in before requesting for an agent.
IVR Transaction Count	Number of IVR transactions passed (This is a sum of complete and incomplete IVR transactions).
Number of Connected Calls	Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed.
Number of Dialer Calls	Number of outbound dialer attempted calls.
Number of Dialer Calls Connected	Number of outbound dialer attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Dialer Calls Not Connected	Number of outbound dialer attempted calls which were not connected by customer/ agent.
Number of Manual Calls	Number of outbound manual attempted calls.
Number of Manual Calls Connected	Number of outbound manual attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Manual Calls Not Connected	Number of outbound manual attempted calls which were not connected by customer/agent.
Number of Schedule Callbacks	Number of outbound schedule callbacks attempted calls.
Number of Schedule Callbacks Connected	Number of outbound schedule callbacks attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Schedule Callbacks Not Connected	Number of outbound schedule callbacks attempted calls which were not connected by customer/agent.
Outbound Ring Time (Call)	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 (for example, predictive dialers).
Repeat Callers	Count of callers - that have called more than once in the selected time range.
Repeat Calls	Number of calls - which are repeated more than once in the selected time range.
Ring Time (Call)	Indicates ring time of the call irrespective of inbound or outbound call.
Service Level (Call)	Measures the service rate for the customers based on number of calls connected within SLA over total calls requested for the agent - total customer short abandons.
Time Taken Since Last Call	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.
Total ACW Time (Call)	Time spent filling the ACW based on values selected in "service settings screen".
Total Add to Call Invites	Count of time "Add to Call" Invites was initiated.
Total Call Duration	Total duration of call including the IVR, Queue, Ring, Handle Time for inbound calls and Preview, Customer Wait Time added for outbound calls.
Total Conference Time (Call)	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).
Total Consult Time (Call)	Time of consult between the agents during the consult call (It can initiated via warm transfers or add to call feature) when both the agents are connected.
Total Customer Abandons	Total number of calls where customer abandoned the call before the agent was connected on the call including for both inbound and outbound calls.
Total Customer Short Abandons	Total number of calls where customer abandoned the call before the agent was connected on the call including for both inbound and outbound calls within the selected threshold in the "service settings screen".
Total Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "service settings screen".
Total Hold Time (Call)	Total time for which customer was put on hold.
Total IVR Transaction Time	Total time spent in all the completed IVR transactions associated to that call.
Total Mute Time (Call)	Total time call was put on mute for the customer.
Total Preview Time (Call)	Indicates the preview time spent by the agent on call in cases of outbound call.
Total Talk Time (Call)	Total time spent in talking.
Total Transfers Initiated (Blind/Warm)(Call)	Count of total warm and blind transfers initiated on this call.
Total Wait Time	Total time a customer had to wait before the call was either answered or abandoned by the agent/ customer. This is a sum of time spent in queue and time the call was ringing on the agent console (if requested for the agent).
Unique Count of Customer Phone Number	Provides the count of unique customers based on the customer phone numbers.
VoiceBot Time	Indicates the time the call spent in the voicebot.
Outbound Call Count	Indicates the outbound number of calls (calls which were dialed out from the system).
Number of Recorded Calls	Count of calls which were recorded.
Total Queue Time (Call)	Time spent by the call in all the queue before that requesting for an agent (in case call moves to queue again, this time will also be calculated).
Calls Abandoned On Hold (Call)	Count of calls which were abandoned when the customer was put on hold.
Manual Call Pre-Call Prep Time	Total time spent before manual call.
Call Count	Total number of calls that came into the system or were dialed out by the system. Its a sum of both inbound and outbound calls.
Conference Count	Number of times the conference was initiated on the call. If multiple conference was done on a single call, it will calculate multiple times. It is based on conferences done by add to call or warm transfers on the system i.e excludes the IVR and external conferences.
Sync Delay	This is the time difference between time when es record entry was created and the last state captured time. This is mostly used for debug purposes.
Fresh Attempts Count	Count of fresh attempts associated to this call. This is counted only for outbound calls.
Hold Count	Number of times customer was put on hold.
Disposition Count	Number of times a disposition was filled on the call. If this is plotted with conversation ID, will show count of dispositions filled on this particular call. For multiple values filled in disposition and sub-disposition, this metric will show 1 against each combination.
Time Until Next Call	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.
Answering Machine Detected	Count of calls where an answering machine was detected.
Number of Overdial Calls	The total number of outbound dials that were abandoned, or were answered by the called party but not established with an agent or IVR within two seconds of the dialing event.
Total Transfers Connected (Call)	Count of blind and warm transfers which were connected with the transferred agent as well.
Total Blind Transfers Connected (Call)	Count of blind transfers which were connected with the transferred agent as well.
Total Warm Transfers Connected (Call)	Count of warm transfers which were connected with the transferred agent as well.
Total External Transfers Initiated	Count of times external transfer was initiated on this call.
Ring Time (External Transfer)	Ring Time for external agent on the call.
Talk Time (External Transfer)	Talk Time for external transfer initiated calls (talk time between external participant and customer only).
Speed of answer	Total time a customer had to wait before the call was answered by the agent/ customer. This is a sum of time spent in queue and time the call was ringing on the agent console (only calculated for calls with both agent and customer connected).
ASA	Average speed of answer per connected calls.
% Connected Calls	% of calls connected over total number of calls requested for an agent in the particular queue.
First Engaged Agent Count	Indicates the count of agents who connected on the call in the selected time frame. It will indicate unique count of agents i.e if a particular agent picked up 2 calls, it will count as 1 agent for the time period selected.
IVR Conference Count	Number of times the IVR was added as a conference to the call. 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 (Call)	Measures the total time customer was on conference with the external user or phone numer along with the sprinklr agent.
Total External Transfers Connected (Call)	Total external transfers which an agent initiated and further external user/ agent connected on the call.
IVR Transfer Count	Total times the call was transferred to IVR by the agent whether via warm or blind transfer.
Total Consult Count	Count of times a consult has been initiated on the call where 2 agents are in conversation and customer is put to hold. (It can initiated via warm transfers or add to call feature).

Name	Description
All Engaged Agents (List)	List of names of all agents who participated on the call.
All Engaged Agents Email IDs (List)	List of all the Email IDs of agents who participated on the call.
All Engaged Agents Federation IDs	Federation Ids of all agents who participated on the call.
All Engaged Agents Federation IDs (List)	List of all the federation IDs of agents who participated on the call.
All Engaged Agents IDs	Sprinklr Ids of all agents who participated on the call. In case of multiple agents associated to the call, this will split the rows in reports.
All Engaged Agents Name	Name of all agents who participated on the call. This will split the report into multiple rows based on count of agents participated on the call.
All External Participants Phone Number List	Provides the list of all the phone numbers of all the external participants who were a part of the call.
All Work Queues (Comma Separated)	The name of the Work Queue to which the particular call was assigned to/ entered. In case the call transfers to multiple queues and multiple agents connected, this will give the list in comma separated format.
Call End Time	Timestamp for when the call ended either customer disconnected first or agent disconnected first.
Call End Time Interval	Time Interval for when the call ended either customer disconnected first or agent disconnected first.
Call Initiator ID	Indicates the ID of campaign/ journey/ callbacks in case of outbound calls only.
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.
Complete IVR Transaction	Name of the complete IVR Transaction associated to the 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 Call Accept Time	Indicates the timestamp when the customer accepted the call that was offered to the customer.
Customer Call Reject Time	Indicates the timestamp when the customer rejected the call that was offered to the customer.
Customer Connected Time	Time stamp when customer connected in a call.
Customer Connected Time Interval	Time Interval for when customer connected in a call.
External Call Participants	Name of all external participants in the call.
First Engaged Agent ACW AutoWrap Duration	Indicates the auto wrap up time of ACW filled by the first engaged agent on the call.
First Engaged Agent ACW Submission Reason	Indicates the ACW submission reason of the ACW filled by first engaged agent on the call.
First Engaged Agent ACW Submit Time	Indicates the timestamp of ACW filled by the first engaged agent on the call.
First Engaged Agent Availablity Status	Availability status of first participated agent when call was offered.
First Engaged Agent Call Connect Time	Indicates the timestamp when first engaged agent connects on the call or accepts the call.
First Engaged Agent Call Connect Time Interval	Indicates the timestamp when first engaged agent connected on the call.
First Engaged Agent Call End Time	Indicates the timestamp when the first agent associated to the call - ends the call.
First Engaged Agent Call Reject Time	Indicates the time when the first engaged agent accepts the call but later is not able to connect on the call due to any reason related to no webhook received for answer or network issues for the call.
First Engaged Agent Case Assignment Time	Indicates the timestamp when the case was assigned from the first agent who was associated on the call.
First Engaged Agent Case Un-Assignment Time	Indicates the timestamp when the case was unassigned from the first agent who was associated on the call.
First Engaged Agent Email ID	Email ID of the first engaged agent. (First engaged agent refers to first connected agent).).
First Engaged Agent Federation Id	Federation ID of the first engaged agent associated on the call.
First Engaged Agent ID	Agent ID of the first agent engaged on the call (First engaged agent refers to first connected agent).
First Engaged Agent Name	Name of the first engaged agent. (First engaged agent refers to first connected agent).
First Engaged Agent Offer Accept Time	Indicates the timestamp when first engaged agent accepts the offer assigned to them on the call.
First Engaged Agent Offer Missed Time	Indicates the time when the first engaged agent missed the offer for the call.
First Engaged Agent Offer Rejected Time	Indicates the time when the first engaged agent rejects the offer for the call.
First Engaged Agent Offer Time	Indicates the time when the first engaged agent accepts the offer for the call.
Incomplete IVR Transaction	Name of the incomplete IVR Transaction associated to the call.
Is ACW Callback Requested?	Boolean field indicating if this call requested for a ACW callback or a not.
Is ACW Callback?	Boolean field indicating if the call was a ACW callback dial out or not.
Is Auto Answered?	Boolean dimension indicating if the call was auto-answered for the agent or not.
Is Conference Initiated?	Boolean field indicating if the conference was initiated on this call or not.
Is Manual Call?	Boolean dimension indicating if the Outbound calls is a manually dialed call.
IVR Transaction	Name of the IVR Transactions associated to the call.
Last ACW Submitted Time	Timestamp when the last ACW associated on the call was filled.
Last ACW Submitted Time Interval	Time Interval when the last ACW associated on the call was filled.
Last Primary Engaged Agent	Name of the last primary agent engaged on the call.
Lead 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.
Scheduled Callback Task ID	The scheduled callback task ID associated to the call.
Segment Name	Depicts the segment name associated to the call - in case of outbound calls with campaigns associated.
Segment Status
System Disposition	This specify about the status of the call after it ends. For example - AGENT_NO_ANSWER, CUSTOMER_REJECTED, COMPLETED.
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.
Participant ISUN Code	ISUN Code.
Task Priority	Indicates the priority level associated to the task on the call.
ACW Eligible Agents	Provides the names of agents which were ACW eligible agents.
IVR	Name of the IVR in which the call landed.
Missed Offer Due To Page Refresh Or Page Close Agents	Name of all agents who missed offer due to page refresh or page close.
Conference Sid	Unique ID of the call provided by the CPaas Vendor (mostly used for debugging).
Dialer Type	Indicated the dialer type of the call including values like: preview, manual, agent, callback, and more.
Call Disconnection Stage	States the stage at which the call got disconnected. (If it has disconnected in the IVR/ Queue/ after agent connection).
Is Scheduled Call Back	Boolean field indicating if the call was a scheduled callback or not.
Customer Country	Represents the country name of the customer associated to the call.
Last Connected Work Queue	Represents the latest work queue where the agent is connected with the customer.
Disconnection Type	Indicates the type of disconnection if it was system, agent or remote disconnection.
Account	The name of the social network account. When used with case details, 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.
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.
List of IVRs	Provides the list of all IVRs that the call has passed through.
Call Start Time	Timestamp when the particular call started.
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.
Sub Disconnection Type	Indicates the details of the disconnections associated on the call.
Is Rechurned Call	Boolean field indicating if the call was a rechurned call or not.
Deflected To Voice Bot	Boolean field indicating if the call was deflected to voice bot or not.
Fresh Attempt	Boolean field indicating if the call was a fresh attempt with respect to the campaign ingested.
Trunk Id	Unique ID indicating the connection between switching centres in system. This is received from CPaaS partner and used for debugging.
Call States	Indicates the different states that the call goes through in the customer journey including values like customer connected, assigned to agent, agent connected, and more.
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).
Nailed-Up Call Sid
Authenticated Profile Id
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).
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.
Recording Enabled	Boolean field indicating if the recording on the call was enabled or not.
Final Work Queue	Depicts the name of the final work queue where the call went through. In case call was never transferred -> this field will be the same as initial work queue.
Voice Application	Name of the voice application configured in the system to receive or dial out the calls of the centre.
Call Disposition Plan	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.
Call Disposition	Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form.
Campaign Call Attempt Number	Provides the count of attempts made in a particular campaign ingested.
Initial Work Queue	Depicts the name of the initial work queue where the call went in.
Conversation Disconnection Reason
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).
Day of Time Range	This dimension specifies the respective day number in the selected time range. Note that the start date will be referred to as Day 1 and so on.
Customer Phone Number	Phone number of the customer associated on the call.
Time Stamp for the Next Call	Indicates the timestamp of the next call associated to this particular customer and case details.
Case Transcript	Provides the entire transcript for the case in a single cell bifurcated by brand and fan. This is a dependant dimension and must be plotted after plotting call count and case details.
Language (Call)	Depicts the language associated to the call and selected by the customer in the IVR.
Customer Country Code	Represents the country code of the customer associated to the call.

This concludes our comprehensive coverage of the Voice Report (Customer). For more details on the Reports available under the Service Analytics Data Source, please refer to the Detailed Reports Glossary.

Voice Report (Customer)

Metrics and Dimensions

Was this article helpful?

Related Articles