EVENT_VOICE_CALL_PROCESSING
Updated
The EVENT_VOICE_CALL_PROCESSING dynamic table captures detailed information about voice call handling and processing, including call recordings, audio quality metrics (MOS scores), disconnect reasons, and transcript-related data such as advisor and customer words. It also stores enrichment details, intent extraction, and timestamps for recording events. This table is designed to enable comprehensive analysis of voice interactions, improve call quality monitoring, support compliance through recording management, and provide insights into customer-agent conversations for operational and CX optimization. Below are some of the scenarios where this Report is beneficial:
Call Quality and Connectivity Monitoring: Analyze MOS scores, audio quality indicators, and disconnect reasons to identify call-quality issues and improve voice service reliability.
Conversation and Intent Analysis: Examine advisor and customer speech data, extracted intents, and enrichment details to understand conversation trends and identify common customer needs.
Recording Compliance and Operational Auditing: Track call recordings and associated timestamps to support recording governance, compliance monitoring, and investigation of voice interactions.
Field Mapping/ Glossary
The report will include the following information:
Expected Name | Definition | Data Type | Nullable & Default Value | PII Field | Unique Key |
RECORD_ID | Unique identifier of the record. | VARCHAR | No | No | Yes |
ACW_AUTO_WRAP_FAILURE_NODE_ID | Identifier for the ACW auto-wrap failure node. | VARCHAR | Yes, NULL | No | No |
ACW_AUTO_WRAP_FAILURE_REASON | Reason why the ACW auto-wrap process failed. | VARCHAR | Yes, NULL | No | No |
AGENT_ID | Unique identifier of the agent. | VARCHAR | Yes, NULL | No | No |
CALL_RECORDING_DELETED_BY | User who deleted the call recording. | VARCHAR | Yes, NULL | No | No |
CALL_RECORDING_DELETION_TYPE | Type of deletion performed on the recording. Sample Value: post call, live call (cancel button) |
VARCHAR |
Yes, NULL |
No |
No |
CALL_SEGMENTS_URL | URL containing the call recording segments. | VARCHAR | Yes, NULL | No | No |
CONVERSATION_ID | Unique identifier of the conversation. | VARCHAR | No | No | No |
DISCONNECT_REASON | Reason why the call was disconnected. | VARCHAR | Yes, NULL | No | No |
DISCONNECT_SUB_TYPE | Specific subtype explaining the disconnection. | VARCHAR | Yes, NULL | No | No |
DISCONNECT_TYPE | Category/type of call disconnection. | VARCHAR | Yes, NULL | No | No |
ENRICHMENT_TYPE |
Type of enrichment applied to the call or transcript. Sample Values: CALL_SEGMENTS, DISCONNECT_DETAILS, RECORDING_CREATION |
VARCHAR |
No |
No |
No |
PROCESS_DEF_ID | Identifier of the process definition used. | VARCHAR | Yes, NULL | No | No |
RECORDING_ID | Unique identifier of the call recording. | VARCHAR | Yes, NULL | No | No |
RECORDING_SNIPPET_TYPE | Type of the recording snippet extracted. | VARCHAR | Yes, NULL | No | No |
STARTED_BY_AGENT_ID | Agent ID who initiated the recording. | VARCHAR | Yes, NULL | No | No |
STOPPED_BY_AGENT_ID | Agent ID who stopped the recording. | VARCHAR | Yes, NULL | 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.