| |
Incomplete Transaction Name | Name of Transaction which was left Incomplete in the IVR.
(i.e. specific journey traversed from the first node to the last executable node - which was left incomplete by Customer). |
| Provides the customer input value in the DTMF menu in the IVR |
| Name of Transaction - or specific flow/journey in an IVR from first node to last executable node, both Completed & Incomplete Transactions. |
| Provides the sequence of nodes as per which the customer traversed the particular IVR, indicating the exact flow of IVR step by step. |
Reached Gather Customer Input Activity | Name of the last traversed IVR Node - on that call. |
| Language of the configured IVR. |
| Associated case to the event, which includes the Case subject, Case ID and the Description. |
| Indicates the unique ID of each node created in the IVR workflow |
| Indicates the current state of the IVR executions - whether they are In Progress, Completed or Abandoned. |
| Date Timestamp when the particular IVR execution was ended by the customer (either at end node or abandoned in between) |
| Depicts the call centre voice application number based on which calls are received or dialled out |
| In case of multiple linked IVR's - shows details of IVR which has triggered process onto current IVR Journey. |
| A Boolean field indicating if the call is deflected to any digital channel from the IVR deflection node. |
Node Execution Start Time (Timestamp) | Date-Timestamp for when the particular node was executed on that particular call/conversation Id. |
| The ID number associated to the Case Details |
Completed Transaction Name | Name of Transaction which was Completed in the IVR.
(i.e. specific journey traversed from first node to the last executable node - which was completed by Customer). |
| 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) |
| 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. |
| Boolean field indicating if the call was deflected to a Voice Bot or not. |
| Provides details of the type of Node created based on the IVR Flow. |
| Indicates the details of all the IVR node traversed by the customer as a list |
| Date Timestamp when the particular IVR execution was started by the 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) |
| Name of the the name of activity Node created in the IVR Workflow. |
| Name of the IVR deployed in the system |
Node Execution Start Time (Epoch) | Shows the Epoch Timestamp for when the particular node was executed on that particular call/conversation Id. |
| Indicates the Name of the IVR which is traversed by the Customer. |
| Date on which the event occurred |
| This is the sequential day number starting with day 1 on January 1st |
| 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. |
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 time zone. |
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 time zone. |
| This is the sequential week number in the year starting the week count with Sunday |
| The name of the Calendar Month on which the activity occurred. |
| The name of the day of the week on which the activity occurred. |
| 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. |
| 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. |
| Shows details of the channel the Call has been routed to the IVR From - i.e. Routed from Voice Bot/IVR/Digital Channels. |
| Indicates the name of the first work queue to which the call is assigned after traversing the IVR. |
| Phone number of the customer associated on the call. |
Contact Center 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). |
| Timestamp when the particular call started. |
| Shows details of the channel the Call has been routed from the IVR To (i.e. Deflected from IVR to Voice Bot/Digital/IVR, etc...) |