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Call Level Analytics

Updated

8 days ago

The Call Level Analytics Report provides detailed case-level analytics for voice calls, linking key factors like Contact Drivers, Sentiment and Predicted CSAT Scores to specific call attributes such as noise, volume, speech rate, dead air time, and more. Thus, it offers a comprehensive view of call quality and performance.

The Call Level Analytics Report belongs to the Conversational Analytics Report Group. Below are some of the scenarios where this report is beneficial:

Monitor Contact Drivers, Sentiment, and Predicted CSAT Scores in combination with key call-level metrics like noise, volume, speech rate, dead air time and other relevant factors.

Metric and Dimension

The following are the Metrics and Dimensions available under the Call Level Analytics Report:

Metric

Dimensions

Name	Description
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 the queue and time the call was ringing on the agent console (if requested for the agent)
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 Mute Time (Call)	Total time call was put on mute for the customer
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
Total Hold Time (Call)	Total time for which customer was put on hold
Hold Count	Number of times customer was put on hold
Total Talk Time (Call)	Total time spent in talking
IVR Time	Total time spent in IVR flow
Advisor Call Snr	Signal to Noise ratio computed based on the call recording to analyse the level of noise detected in the advisor conversation within the call.
Call Snr	Signal to Noise ratio computed based on the call recording to analyse the level of noise detected within the call.
Customer Call Snr	Signal to Noise ratio computed based on the call recording to analyse the level of noise detected in the customer conversation within the call.
Advisor Rate of Speech	The average number of words pers second with which advisor is speaking in the conversation.
Customer Talk Time	The total time for which the customer is speaking in the conversation.
Advisor Call Loudness	The average intensity of the sound detected for advisor speech in the voice call.
Customer Call Loudness	The average intensity of the sound detected for customer speech in the voice call.
Overall Rate of Speech	The average number of words per second with which both the customer and agent are speaking in the conversation.
Call Loudness	The average intensity of the sound detected for both customer and advisor speech in the voice call.
Customer Talk Percentage	Percentage of the call recording duration for which the customer is speaking
Customer Call Ros	The average number of words per second with which the customer is speaking in the conversation.
Dead Air Percentage	Percentage of the call recording duration for which niether the advisor or the customer is speaking
Advisor Talk Time	The total time for which the advisor is speaking in the conversation.
Dead Air Time	The total time for which niether advisor or customer is speaking in the conversation.
Advisor Talk Percentage	Percentage of the call recording duration for which the advisor is speaking.

Name	Description
Call Start Time	Timestamp when the particular call started
Contact Driver	All contact drivers were detected on the case, including the initial and root contact driver. This can be plotted at the case, case-interaction, call, or message level.
Primary Contact Driver	Primary contact driver detected. This can be plotted at the case, case-interaction, call, or message level.
Contact Drivers List	All contact drivers detected on the case, including the initial as well as root contact driver, represented as a comma-separated list. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Model	Name of the contact driver model from which contact drivers are detected. This can be plotted at the case, case-interaction, call, or message level.
Intent Conversation ID	Unique ID mapped against the call on which contact drivers are detected.
Contact Driver Group L1	Contact driver group detected at the L1 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Group L2	Contact driver group detected at the L2 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Group L3	Contact driver group detected at the L3 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Group L4	Contact driver group detected at the L4 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Group L5	Contact driver group detected at the L5 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Group L6	Contact driver group detected at the L6 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Group L7	Contact driver group detected at the L7 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Group L8	Contact driver group detected at the L8 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Group L9	Contact driver group detected at the L9 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Group L10	Contact driver group detected at the L10 level. This can be plotted at the case, case-interaction, call, or message level.
Contact Driver Interaction	Unique identifier of the case-interactions on which contact drivers are detected, consisting of the social network and start time of the interactions.
First Engaged Agent ID	Agent ID of the first engaged agent. (first engaged agent refers to the one to agent which was first connected on the call)
Day Of Week	The name of the day of the week on which the activity occurred.
Day of Year	This is the sequential day number starting with day 1 on January 1st
Month Of Year	The name of the Calendar Month on which the activity occurred.
First Engaged Agent Name	Name of the first engaged agent. (first engaged agent refers to the one to agent which was first connected on the call)
All Engaged Agents Federation IDs	Federation Ids of all agents who participated on the call
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
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.
Campaign	Name of the Campaign associated to the call
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 time zone.
Call End Time	Timestamp for when the call ended either customer disconnected first or agent disconnected first
Sub Disconnection Type	Indicates the details of the disconnections associated on the call
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)
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.
Week of Year	This is the sequential week number in the year starting the week count with Sunday
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
All Engaged Agents Federation IDs (List)	List of all the federation IDs of agents who participated on the call
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
Call Disposition	Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form
All Engaged Agents (List)	List of names of all agents who participated on the call
Customer Phone Number	Phone number of the customer associated on the call

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

Call Level Analytics

Metric and Dimension

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