EVENT_VOICE_CALL_TRANSFER
Updated
The EVENT_VOICE_CALL_TRANSFER dynamic table captures detailed information about call transfer events during voice interactions. It includes identifiers for the initiator, receiver, and final transferred agent, along with timestamps for transfer initiation, pickup, and completion. The table also records transfer type (e.g., warm, cold, blind), selected skills, and success indicators for warm transfers. This table is designed to provide visibility into call routing and transfer workflows, enabling analysis of transfer efficiency, agent collaboration, and customer experience during escalations or handoffs. Below are some of the scenarios where this Report is beneficial:
Call Transfer Efficiency Analysis: Track transfer initiation, pickup, and completion times to measure transfer performance and identify delays in call handling.
Agent Collaboration and Escalation Monitoring: Analyze transfer patterns between agents, queues, and skill groups to understand collaboration effectiveness and optimize escalation workflows.
Customer Experience Optimization: Evaluate transfer types (warm, cold, blind) and transfer success rates to reduce unnecessary handoffs, improve first-contact resolution, and enhance the overall customer experience.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Definition | Data Type | Nullable & Default Value | Comments | PII Field | Unique Key |
RECORD_ID | Unique identifier of the record. | VARCHAR | No |
| No | Yes |
CALL_TRANSFERRED_TO | Identifier of the agent, queue, or destination to whic | VARCHAR | No |
| No | No |
CALL_TRANSFER_INITIATOR_ID | Identifier of the agent who initiated the call transfer | VARCHAR | No |
| No | No |
CALL_TRANSFER_RECEIVER_ID | Identifier of the agent who received the transferred c | VARCHAR | Yes, NULL |
| No | No |
CONVERSATION_ID | Unique identifier for the customer conversation or c | VARCHAR | No |
| No | No |
TRANSFERRED_AGENT_ID | Identifier of the agent to whom the call was ultimate | VARCHAR | Yes, NULL |
| No | No |
TYPE_OF_TRANSFER | Type of call transfer performed Sample Values: WARM, ADD_TO_CALL, IVR |
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.