‎Whisper Barge-In Report | Sprinklr Help Center

Whisper Barge-In Report

Updated

16 days ago

The Whisper Barge-In Report shows detailed information about call monitoring activities, including Listening, Whispering, and Barge-In actions performed within the system. These activities can be performed by supervisors on the Supervisor Console, providing details of the supervisors who initiated the actions. It provides an in-depth view of the type, duration, monitoring user details, and corresponding information about the monitored user and the call itself.

The Whisper Barge-In Report belongs to the Miscellaneous Report Group.

Attribute	Status
Behavior of User Custom Fields	User Custom Fields are supported in this Report. The field will show the value attribute for the Custom Field (User) mapped against the 'Agent' Dimension and for the Custom Field (User) (Monitoring User) mapped against the ‘Monitoring Initiated By’ Dimension. The User can use the Dimension Configurator to select whether to show the snapshot value or the current value of the field.
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. The field shows the snapshot value of the field for the Case. The Current Value of the Custom field can also be plotted by selecting "Current" in the Dimension Configurator.
Date Filter	Monitoring Start Time.
Record Creation Time	When the monitored activity is performed.
Refresh Frequency	Ranging from 7 to 10 minutes.

Metrics and Dimensions

Below are the Metrics and Dimensions available under the Whisper Barge-In Report:

Metrics

Dimensions

Name	Description
Monitor Initiated By	The name of the User who has initiated the Monitor Activity.
Monitoring Type (Whisper/Barge-in)	The type of monitoring initiated. Monitoring Types can include the following options: Listen: Where the Monitoring User can listen to call. Whisper: Where discussion is only between the Agent and Monitor Initiator. Barge In - Where the monitoring user participates in the call between Agent and Customer.
Monitor Start Time	Timestamp at which the Monitor Activity was started.
Monitor End Time	Timestamp at which the Monitor Activity ended.
Call Start Time	Timestamp at which the original call being monitored was started.
Call End Time	This will indicate the call end or disconnect time of the original call being monitored irrespective of if agent and customer connected on call.
Agent	Name(s) of all Particiapted Agents in the Call.
Date	Date of Monitoring Event.
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).
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.
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.
Agent Id	The sprinklr user id, of the Agent associated with the Original Call.
Agent Email Id	Email ID of the user.
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 Separated)	Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma separated.
Agent Skill VS Proficiency (Comma Separated)	Agent Skills assigned along with the proficiencies assigned to the agent, if multiple skills are assigned, it will come comma separated.
Agent Manager	Manager of agent based on 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.
Monitoring User Skills (Comma Separated)	Agent Skills assigned to the monitoring user, if multiple Skills are assigned, it will come comma separated.
Monitoring User Skill VS Proficiency (Comma Separated)	Agent Skills assigned along with the proficiencies assigned to the monitoring user, if multiple Skills are assigned, it will come comma separated.
Monitoring User Skill	Agent Skills assigned to the monitoring user, if multiple Skills are assigned, it will split in multiple rows.
Monitoring User's Manager	Manager of agent based on monitoring user.
Monitoring User's Group	The name of the Sprinklr Agent group the monitoring user is a part of.

This concludes our comprehensive coverage of the Whisper Barge-In Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

Name	Description
Monitoring Duration	Duration for which the call was monitored.
Monitor Initiated Count	Number of times the monitor activity took place.
Number of Monitoring Users	Number of users who Monitored the call.

Whisper Barge-In Report

Metrics and Dimensions

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