Detailed Call States
Updated
The Detailed Call States provides a comprehensive view of the call's journey as it progresses through Sprinklr system. It shows when each state was applied to the call, along with information about the caller associated with that state and the timestamp of the event.
The Detailed Call State Report belongs to Voice Additional Report Group. Below are some of the scenarios where this report is beneficial:
In-depth Analysis: Delivers a thorough analysis of the Call Journey, tracking each stage from start to finish.
Call State Overview: Provides a sequential overview of each call state, offering insights into the call’s progression through the system.
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. |
Date Filter | Call Start Time |
Record Creation Time | When the call is initiated, it progresses through various call states as it moves through the system. |
Refresh Frequency | 5 minutes. |
Metrics and Dimensions
The following are the Metrics and Dimensions available under the Detailed Call States Report:
This concludes our comprehensive coverage of the Detailed Call States. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.