EVENT_VOICE_CALL_STATE
Updated
This EVENT_VOICE_CALL_STATE stores detailed call event records at the conversation level. Each row represents a specific event in the lifecycle of a call, including state transitions, participant interactions, assignments, transfers, and disconnections. The table also supports extensibility through JSON fields for case custom properties and additional event details, enabling flexible reporting and analysis across customer, agent, and system interactions.
The table can be used to calculate core voice call metrics including talk time, hold time, wrap time, and handle time. When grouped by agent or queue, it provides insights into calls offered, accepted, and handled. This table serves as the foundation for all voice-related reporting and performance metrics. Below are some of the scenarios where this Report is beneficial:
Voice Performance Analysis: Calculate core call metrics such as talk time, hold time, wrap time, and handle time to evaluate operational performance.
Agent and Queue Reporting: Analyze calls offered, accepted, handled, transferred, or disconnected by agent or queue to assess workload and service efficiency.
Call Journey and Event Analysis: Track state transitions, participant interactions, assignments, and transfers throughout the call lifecycle to identify routing patterns, bottlenecks, and customer journey issues.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Definition | Data Type | Nullable & Default Value | PII Field | Unique Key |
RECORD_ID | Unique identifier for the event record. | VARCHAR | NO | No | Yes |
CONVERSATION_ID |
Unique identifier for a specific call. Remains constant for the full call lifecycle, in |
VARCHAR |
NO |
No |
No |
CALL_EVENT |
Represents the call state at a specific point in the journey (e.g., customer connected, agent assigned). Used to derive metrics like IVR time and talk time. Sample Values: CUSTOMER_DISCONNECT_REQUESTED, UN_HOLD_CALL, CALL_WARM_TRANSFER_CANCELLED |
VARCHAR |
NO |
No |
No |
CALL_PARTICIPANT_ID | Identifier of the participant involved in the event (agent ID, customer number, IV | VARCHAR | NO | Yes | No |
PARTICIPANT_TYPE | Specifies the participant type for the event (e.g., customer, agent, system). Sample Values: CUSTOMER, AGENT, SYSTEM |
VARCHAR |
YES | NULL |
No |
No |
DISCONNECTION_REASON |
Reason the call was disconnected. Populated only for disconnection events. Sample Values: PARTICIPANT_REQUESTED_DISCONNECT, CUSTOMER_DISCONNECTED, PROCESS_ENGINE_FAILURE |
VARCHAR |
YES | NULL |
No |
No |
INVITE_REASON | Reason the call was assigned Sample Values: IVR assignment, manual outbound dial |
VARCHAR |
YES | NULL |
No |
No |
ORIGINAL_WORK_QUEUE_ASSIGNMENT_TIMES TAMP |
Timestamp of the first assignment of the call to a work queue for the conversatio |
VARCHAR |
YES | NULL |
No |
No |
ASSIGNMENT_REJECTION_REASON | Reason an agent assignment attempt failed or was rejected. Sample Values: CLIENT_NOT_READY, NAILED_UP_CALL_ISSUE, NAILED_UP_RETRY_IN_PROGRESS |
VARCHAR |
YES | NULL |
No |
No |
TYPE_OF_TRANSFER | Type of transfer performed during the call (IVR, blind transfer, agent transfer). Sample Values: IVR, ADD_TO_CALL, BLIND |
VARCHAR |
YES | NULL |
No |
No |
TRANSFERRED_TO_WORK_QUEUE | Identifier of the work queue to which the call was transferred. | VARCHAR | YES | NULL | No | No |
TRANSFERRED_TO_AGENT | Identifier of the agent to whom the call was transferred. | VARCHAR | YES | NULL | No | No |
TRANSFERRED_TO_IVR | Identifier of the IVR flow to which the call was transferred. | VARCHAR | YES | NULL | No | No |
TRANSFERRED_TO | Generic identifier representing the transfer target (agent, queue, or IVR). | VARCHAR | YES | NULL | No | No |
ASSIGNMENT_REASON | Reason for assignment to an agent or queue. Sample Values: IVR_INVITE, AGENT_TRANSFER, CONTACT_FIRST_CALL |
VARCHAR |
YeS | NULL |
No |
No |
CASE_NUMBER | Sprinklr Case Number associated with the call and specific event. | VARCHAR | 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.