EVENT_ACW_CHANGE
Updated
The Event_ACW_Change table captures detailed information about After Call Work (ACW) sessions, including their initiation, progress, interruptions, pauses, timeouts, extensions, and completion. It records key timestamps, durations, configuration settings, and state transitions throughout the ACW lifecycle. The table also maintains associations with the relevant agent, case, conversation, and work item to provide complete interaction context.
Additionally, it stores configuration and operational details such as timeout thresholds, extension counts, auto-wrap behavior, and controls governing when ACW can begin or end. By consolidating ACW activity and configuration data in a single source, this table enables analysis of agent wrap-up behavior, ACW completion rates, utilization of extensions, and the impact of ACW settings on agent productivity and operational efficiency. Below are some of the scenarios where this Report is beneficial:
Agent Wrap-Up Performance Analysis: Measure ACW duration, completion rates, and time spent on post-interaction activities to identify coaching and productivity improvement opportunities.
ACW Configuration Optimization: Evaluate the impact of timeout thresholds, extensions, auto-wrap settings, and interruption policies on agent efficiency and operational outcomes.
Interaction and Case Resolution Tracking: Link ACW sessions to agents, conversations, cases, and work items to gain end-to-end visibility into post-call activities and overall customer service workflows.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable & Default Value | PII FIelds | Unique Key |
RECORD_ID | Unique record identifier for ACW/assignment tracking. | VARCHAR | No | No | Yes |
ACW_ID | Unique identifier for the ACW session. | VARCHAR | No | No | No |
ACW_SUBMISSION_STATUS | Current status of ACW/assignment record. Sample Values: PENDING, COMPLETED, IN_PROGRESS. | VARCHAR | No | No | No |
WAS_ACW_TIMEDOUT_FLAG | Flag to indicate whether ACW timed out. Values: TRUE/FALSE | BOOLEAN | YES | Null | No | No |
WAS_ACW_FORCED_TIMEOUT_FLAG | Indicates if ACW ended due to forced timeout. Values: TRUE/FALSE | BOOLEAN | YES | Null | No | No |
WAS_ACW_SKIPPED_FLAG | Indicates if ACW was skipped by the agent. Values: TRUE/FALSE | BOOLEAN | YES | Null | No | No |
ACW_TYPE | Type of ACW (e.g. OPTIONAL, MANDATORY_TIME_BOUND, etc.). Sample Values: OPTIONAL, MANDATORY_TIME_BOUND, MANDATORY_DISCRETIONARY. | VARCHAR | No | No | No |
AGENT_ID | Identifier of the agent/user performing the ACW. | VARCHAR | NO | No | No |
WORK_TYPE | Type/category of the work item (SPR_TASK). Sample Values: SPR_TASK. | VARCHAR | No | No | No |
WORK_ID | Identifier of the associated work item. | VARCHAR | NO | No | No |
SCHEDULED_TIMEOUT_TASK_ID | Identifier for scheduled timeout task. | VARCHAR | YES | NULL | No | No |
AUTO_WRAP_PIPELINE_TASK_ID | Pipeline task ID used in auto-wrap process. | VARCHAR | YES | NULL | No | No |
IS_ACW_AUTO_WRAPUP_ON_TIMEOUT_CONFIGURED_FLAG | Flag if ACW auto-wraps when timeout occurs. Values: TRUE/FALSE | BOOLEAN | No | No | No |
WAS_ACW_AUTO_WRAPPED_FLAG | Whether ACW was auto-wrapped by system. Values: TRUE/FALSE | BOOLEAN | No | No | No |
AUTO_WRAP_ACW_ID | Identifier for the auto-wrapped ACW. | VARCHAR | YES | NULL | No | No |
ALLOW_ACW_FILL_DURING_CALL_FLAG | Indicates if ACW fields can be filled mid-call. Values: TRUE/FALSE | BOOLEAN | No | No | No |
IS_KEEP_CASE_ASSIGNED_AFTER_CALL_FLAG | Whether case stays assigned post-call. Values: TRUE/FALSE | BOOLEAN | No | No | No |
ON_TIMEOUT_AGENT_AVAILABILITY_STATUS | Agent status set after ACW timeout. | VARCHAR | YES | NULL | No | No |
ACW_CLOCK_DETAILS_STATE | Current state of ACW | VARCHAR | YES | NULL | No | No |
NEW_CALL_ACCEPTED_WHILE_ON_ACW_FLAG | Indicates if new call accepted during ACW. Values: TRUE/FALSE | BOOLEAN | YES | NULL | No | No |
IS_ACW_CONFIGURED_FOR_NOT_CONNECTED_CALLS_FLAG | Whether ACW shown for unconnected calls. Values: TRUE/FALSE | BOOLEAN | No | No | No |
AGENT_STATUS_DURING_SUBMISSION | Agent status when ACW submitted. | VARCHAR | YES | NULL | No | No |
DURING_CALL_CLOCK_DETAILS_STATE | State of during-call ACW. | VARCHAR | YES | NULL | No | No |
PENDING_ACW_CLOCK_DETAILS_STATE | State of pending ACW. | VARCHAR | YES | NULL | No | No |
CONVERSATION_ID | Unique identifier of the conversation. | VARCHAR | NO | No | No |
SUBMISSION_REASON | Reason code for ACW submission. Sample Values: SUBMITTED_BY_AGENT, AUTO_WRAPPED. | VARCHAR | YES | NULL | No | No |
LAST_ASSOCIATED_CONVERSATION_ID | Last conversation linked with this record. | VARCHAR | No | No | No |
WAS_ACW_INTERRUPTED_VIA_NEW_CALL_FLAG | Whether ACW was interrupted by a new call. Values: TRUE/FALSE | BOOLEAN | No | No | No |
EXECUTION_KEY | Execution tracking key for ACW. | VARCHAR | YES | NULL | No | No |
CASE_NUMBER | Universal identifier for case/workflow. | VARCHAR | YES | NULL | No | No |
IS_TRIGGER_ACW_ON_CALL_START_FLAG | Whether ACW starts automatically at call start. Values: TRUE/FALSE | BOOLEAN | No | No | No |
IS_CUSTOM_DIALER_ENABLED_FLAG | Flag if custom dialer was enabled. Values: TRUE/FALSE | BOOLEAN | No | No | No |
Intended Use and Prohibited Uses
DataStream is intended solely to support operational efficiency, service delivery, business intelligence, and process optimisation. The product is not designed or intended for employee monitoring, workplace surveillance, performance evaluation, profiling of individuals, or making decisions that materially affect an individual's employment, rights, opportunities, or access to services.
DataStream does not process biometric data for the purpose of identifying individuals and does not perform emotion recognition, affect detection, or emotion inference in the workplace.
Customers must not use DataStream in a manner inconsistent with these intended purposes and remain responsible for ensuring compliance with applicable legal and regulatory requirements as well as with Sprinklr's Acceptable Use Policy.