Call Controls Reporting
Updated
Call Controls Reporting in Sprinklr provides a unified, detailed view of how calls flow through your contact center—from routing and IVR handling to agent behaviors and bot interactions.
This reporting framework helps supervisors, analysts, and operations teams understand:
How calls are being handled
Where delays or failures occur
The impact of automation and voice bots
Agent performance and adherence to call workflows
Customer engagement patterns
The following are some of the Call Controls Dimensions and Metrics that you can use to understand how calls are handled and customer engagement patterns.
Call States - Using the Call States dimension and its associated metrics, you can track what happens to every call at each stage of its lifecycle.
Availability Status Updation - The Availability Status Updation Reason dimension helps you understand why an agent’s availability status changed in the system.
Citrix Media Redirection - The Citrix Media Redirection metrics helps to monitor Citrix Media Redirection adoption, usage, and call-quality impact over time.
Call States Dimension
The Call States dimension categorizes events that occur during a call. Each state represents a specific action, transition, or outcome during the call journey—whether by the system, agent, customer, or bot.
Analysts use Call States to:
Breakdown the call journey step-by-step
Filter reports by specific types of interactions
Compare how often certain states occur
Understand call routing and agent engagement patterns
This widget shows the Call States Distribution by Call Count. The donut chart from Sprinklr Call Controls Reporting, illustrating how calls are distributed across different states throughout their lifecycle.
Call States Metrics
Each call state has a corresponding metric that indicates the number of times that state occurred. These appear as count-based metrics in dashboards and reports. The following is the list of Call States metrics:
Metric | Description |
Agent Initiated Actions | |
Agent Call Cancelled | Agent canceled an ongoing or pending call. |
Agent Barge In | Supervisor barged into the agent's live call. |
Agent Connected | Agent successfully connected to the call. |
Agent Rejected | Agent rejected an incoming call offer. |
Agent Whisper | Supervisor whispered to the agent (customer cannot hear). |
Agent Disconnected | Agent disconnected from the call due to error or manually. |
Agent Offer Cancelled | Call offer to agent was canceled by system or routing logic. |
Agent Accepted Offer | Agent accepted the incoming call offer. |
Agent Skipped to ACW | Agent skipped directly to After Call Work. |
Agent Muted | Agent muted their microphone during a call. |
Agent Listen | Supervisor or another authorized user listened to a live call. |
Agent Capacity Breached | Agent exceeded configured capacity limits. |
Agent Missed Offer | Agent did not respond to the call offer in time. |
Agent Rejected Offer | Agent explicitly rejected the call offer. |
Customer Initiated Actions | |
Customer Rejected | Customer declined or dropped the call before agent connection. |
Customer Connected | Customer successfully connected to an agent or bot. |
Customer Disconnected | Customer hung up or dropped due to network. |
System or Voice Bot Actions | |
Call IVR Conference Initiated | IVR initiated a conference with another participant. |
Voice Bot | Voicebot handled part of or the entire call. |
Voicebot System Fallback | Bot handed over the call to an agent or IVR due to failure or complexity. |
IVR Flow | Call entered or progressed through the IVR flow. |
Agent Transfer Cancelled | The system tracks the cancelled transfer events. |
Transfer or Routing Events | |
Call Warm Transfer Completed | Agent completed a warm transfer to another agent or department |
Transferred Agent Connected | The transferred agent successfully connected |
Call Non-Company Agent | Call was transferred to an external or third-party agent |
Call Assigned to Agent | System assigned the call to an agent (offer stage) |
Requested for Agent | Customer or system requested agent assistance during a bot/IVR flow |
Hold and Resume | |
Call Hold | Call was placed on hold |
Unhold | The call was taken off hold and resumed. |
Steps to access Call States Metrics
Navigate to Launchpad. Under the Sprinklr Service tab, click Care Reporting within Analyze.
From the Reporting Dashboards dropdown, either select your dashboard or create one by clicking + Create Dashboard on the top right corner.
After selecting your dashboard, you can add filters to the metrics. Add the filter as Call States.
After selecting the filter, you will be able to see the different Call States. Select the state as per your requirements.
Click Apply.
Availability Status Updation Reason Dimension
The Availability Status Updation Reason dimension helps you understand why an agent’s availability status changed in the system. Whenever an agent’s status transitions—for example, from Available to 15-minute Break, 30-minute Break, Connection Issue, or Offline—the platform records the reason behind that update.
This dimension is especially useful for analyzing agent behavior, system-driven updates, WebRTC issues, workflow automation, and call-related failures that impact agent availability.
The dimension is available in reports such as the User Availability SLA Report and other agent availability–focused dashboards.
Use this dimension when you want to:
Understand why agent availability changes - Identify whether status changes are manual, automated, or system-driven
Differentiate agent behavior versus system behavior - Separate intentional status updates (breaks, manual offline) from technical issues (WebRTC failures, client disconnections)
Analyze productivity and adherence - Validate whether agents are manually changing statuses or being moved by workflows or timeouts.
Investigate connection and call delivery issues - Identify frequent WebRTC disconnects, missed offers, hardware issues, or client registration failures.
In short, use the Availability Status Updation Reason dimension whenever the “why” behind an availability change matters, not just the status itself.
The following are the possible values for the Availability Status Updation Reason dimension and what each represents:
Metric | Description |
Status Updated by User | The agent manually updated their availability status (for example, switching to a break or going offline). |
Status Updated by Rule | The status was updated by a workflow or system rule, such as automation configured in routing or workforce logic. |
Client Disconnected | The agent’s WebRTC connection was disconnected, causing the system to update the agent’s status. |
Offer Missed in Work Queue | A call was offered to the agent and rang, but the call disconnected before acceptance. As a result, the agent status moved to Connection Issue with this reason. |
ACW Timeout | The agent remained in After Call Work (ACW) beyond the configured timeout, and the system automatically updated the status. |
Client Setup in Progress | The WebRTC client was in the process of reconnecting or initializing. During this setup phase, the agent status changed (often to Connection Issue). |
Voice Agent Call Failed | A voice call failed to connect at the agent end due to a system or connection error. |
Client Registration Failed | The agent’s WebRTC client failed to register. This can happen due to network issues, heartbeat failures, hardware problems, Microphone or permission issues and so on. |
Upcoming Status Updated | The agent used the Upcoming Status feature to preconfigure:
When the system applies this preconfigured transition, this reason is recorded. |
Application Not Shared with the User | The agent received a call, but the voice application was not shared with them. The call disconnected, and the agent status changed to Connection Issue. |
Client Is Busy | The WebRTC client was already engaged or busy, preventing a new call from being handled. |
Client Hardware Issue | A hardware-related problem occurred, such as:
|
Issue in the Respective Devices | System-level device issues related to audio input/output or other required peripherals. |
User Status Deactivated | The agent’s user status was deactivated, resulting in an availability status update. |
Reporting of Citrix Media Redirection
When Citrix Media Redirection is enabled in your environment, Sprinklr makes a number of reporting metrics available so you can monitor adoption, usage, and call-quality impact over time.
The following metrics are available that can be used in the Reporting Dashboard:
Offered Calls Using Citrix / Non-Citrix - The total number of voice calls offered to agents, segmented by whether the call was routed with Citrix Media Redirection enabled or not. This metric helps determine how frequently calls across your organization are being offloaded through Citrix vs handled through the standard media path. This is available in Voice Agent Performance Report.
Is Agent Using Citrix Media Redirection (True/False) - A per-call indicator that specifies whether Citrix media offloading was active during the call. Allows supervisors to understand actual usage at the individual call level, not just whether an agent is enabled for the feature. This is available in Voice Agent Performance Report.
True — the call was handled with Citrix Media Redirection, and audio was processed locally on the agent’s machine.
False — the call did not use Citrix offloading (either the feature was not enabled for the agent or the local system did not meet requirements).
Number of Agents for which Citrix has been enabled - The count of agents who have Citrix Media Redirection enabled in their user configuration. Useful for adoption tracking—shows how many agents are technically set up to use media offloading. This is available in User Attributes Report.
Version of CWA Citrix Workspace App and distribution - Captures the specific version of Citrix Workspace App installed on each agent’s device, along with distribution data showing how many agents are on each version. It provides visibility into version compliance across your agent population and helps identify agents on unsupported versions that may prevent media offloading. This is available in Voice Analytics report.
MOS of calls for agents using Citrix vs Not Using Citrix - Call quality scores (MOS) for calls handled with Citrix Media Redirection compared to calls handled without it. Allows direct evaluation of how Citrix media offloading impacts call quality, helping validate voice performance and troubleshoot quality issues. This is available in Voice Analytics report.
Higher MOS indicates better audio quality.
MOS is measured separately for Citrix-enabled and non-Citrix calls.
Benefits of Call Controls Reporting
Operational Efficiency - Identify bottlenecks in transfers, IVR handling, or agent acceptance rates.
Quality Assurance - Use barge-ins, whispers, listens, and mutes metrics to evaluate coaching and compliance.
Customer Experience Improvement - Analyze customer abandonment, rejections, or IVR fallback patterns.
Automation Optimization - Measure how effectively voicebots and IVR are handling calls.
Data-Driven Workforce Management - Use agent-related states such as capacity, skipped ACW, missed offers to improve scheduling and performance coaching.