EVENT_VOICE_CONVERSATION
Updated
The EVENT_VOICE_CONVERSATION dynamic table captures comprehensive details of voice interactions, including call metadata, participant information, workflow execution details, disposition plans, and telephony attributes. It stores timestamps for key events, call direction, IVR configurations, recording states, and flags for advanced features like callbacks, transcription, and bot deflection. This table is designed to provide full visibility into the lifecycle of voice conversations, enabling accurate reporting, compliance tracking, call routing analysis, and optimization of customer experience across voice workflows. Below are some of the scenarios where this Report is beneficial:
Voice Conversation Lifecycle Analysis: Track key call events, participant details, call direction, and timestamps to understand the complete journey of each voice interaction.
Call Routing and IVR Optimization: Analyze IVR configurations, workflow execution, callbacks, and bot deflection to identify routing inefficiencies and improve call flows.
Compliance and Voice Operations Reporting: Monitor recording and transcription states, disposition details, and telephony attributes to support compliance tracking, operational reporting, and customer experience improvements.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable & Default Value | PII Field | Unique Key |
RECORD_ID | Unique identifier of the record. | VARCHAR | No | No | Yes |
APP_ID | Identifier of the application handling the call or workflow | VARCHAR | No | No | No |
AUDIENCE_LEAD_ID | Identifier of the audience lead associated with the call. | VARCHAR | Yes, NULL | No | No |
BLACKLIST_CONFIG_ID | Identifier of the blacklist configuration applied. | VARCHAR | Yes, NULL | No | No |
BLACKLISTING_REASON | Reason for blacklisting the profile. | VARCHAR | Yes, NULL | No | No |
BOT_APPLICATION_ID | Identifier of the bot application handling the interaction. | VARCHAR | Yes, NULL | No | No |
BREACHED_INTERVAL | Indicates if a configured interval was breached. | VARCHAR | Yes, NULL | No | No |
CALL_DIRECTION | Direction of the call (inbound/outbound). Sample Values: Outbound, Inbound |
VARCHAR |
No |
No |
No |
CALL_UUID | Unique identifier of the call. | VARCHAR | No | No | No |
CALLABLE_ENTITY | Entity that can be called (customer, lead, or contact). Sample Values: PROFILE, LEAD |
VARCHAR |
No |
No |
No |
CALLER_ID | Caller ID used for the call. | VARCHAR | Yes, NULL | Yes | No |
CASE_ASSIGNED_TO_PARTICIPANT_ID | Participant ID to whom the case is assigned. | VARCHAR | Yes, NULL | No | No |
CASE_ID | Identifier of the case associated with the call. | VARCHAR | No | No | No |
CHANNEL_CASE_ID | Identifier of the case in the channel system. | VARCHAR | Yes, NULL | No | No |
CONFERENCE_NAME | Name of the conference associated with the call. | VARCHAR | Yes, NULL | No | No |
CONFERENCE_SID | Unique identifier (SID) of the conference. | VARCHAR | Yes, NULL | No | No |
CONTACT_ID | Identifier of the contact for the call. | VARCHAR | Yes, NULL | No | No |
CONTACT_TIME_ZONE | Time zone of the contact. | VARCHAR | Yes, NULL | No | No |
CONVERSATION_COMPLETION_STATUS |
Status indicating whether the conversation is complete. Sample Values: Loop Detected, Customer Not Found, Address Incomplete |
VARCHAR |
Yes, NULL |
No |
No |
COUNTRY_CODE | Country code of the caller or customer. | VARCHAR | Yes, NULL | No | No |
CURRENT_IVR_ID | Identifier of the current IVR in use. | VARCHAR | Yes, NULL | No | No |
DISCONNECTION_REASON |
Reason for call disconnection. Sample Values: PRIMARY_DISCONNECTED_CALL, CUSTOMER_DISCONNECTED, PRIMARY_LEAVE_CALL |
VARCHAR |
Yes, NULL |
No |
No |
DISPOSITION_PLAN | Disposition plan applied for the call. | VARCHAR | Yes, NULL | No | No |
EXECUTION_KEY | Unique key for execution tracking. | VARCHAR | Yes, NULL | No | No |
EXECUTION_TOKEN_ID | Identifier for execution token. | VARCHAR | Yes, NULL | No | No |
EXTERNAL_CALL_TAG | Tag assigned to the external call. | VARCHAR | Yes, NULL | No | No |
EXTERNAL_CALLER | Indicates if the caller is external. | VARCHAR | Yes, NULL | Yes | No |
FROM_ | Originating party of the call. | VARCHAR | No | Yes | No |
FROM_CITY | City of the originating party. | VARCHAR | Yes, NULL | No | No |
FROM_COUNTRY | Country of the originating party. | VARCHAR | Yes, NULL | No | No |
FROM_PHONE_NUMBER_LINE | Phone number line of the originating party. | VARCHAR | Yes, NULL | No | No |
FROM_PHONE_NUMBER_TYPE | Type of the originating party’s phone number. | VARCHAR | Yes, NULL | No | No |
FROM_STATE | State of the originating party. | VARCHAR | Yes, NULL | No | No |
FROM_ZIP | ZIP/postal code of the originating party. | VARCHAR | Yes, NULL | No | No |
LANGUAGE | Language used in the interaction. | VARCHAR | Yes, NULL | No | No |
LAST_PRIMARY_PARTICIPANT_ID | ID of the last primary participant in the conversation. | VARCHAR | Yes, NULL | No | No |
LOG_EVENTS_URL | URL linking to the log of events. | VARCHAR | Yes, NULL | No | No |
OPERATOR | Operator handling the call. | VARCHAR | Yes, NULL | No | No |
PARENT_CONVERSATION_ID | ID of the parent conversation, if any. | VARCHAR | Yes, NULL | No | No |
PARTICIPANT_ID | Identifier of the participant. | VARCHAR | Yes, NULL | No | No |
PRIMARY_PARTICIPANT_ID | Identifier of the primary participant. | VARCHAR | Yes, NULL | No | No |
PRIMARY_WORK_ID | Identifier of the primary work item. | VARCHAR | Yes, NULL | No | No |
PROCESS_DEFINITION_ID | ID of the process definition managing the workflow. | VARCHAR | Yes, NULL | No | No |
PROFILE_ID | Identifier of the profile linked to the call. | VARCHAR | No | No | No |
PROVIDER_APPLICATION_CONFIG_ID | ID of the provider application configuration. | VARCHAR | Yes, NULL | No | No |
RECORDING_CONSENT_STATE | State of consent for recording. | VARCHAR | Yes, NULL | No | No |
RECORDING_SID | Unique identifier for the recording. | VARCHAR | Yes, NULL | No | No |
RECORDING_SNIPPET_IN_PROGRESS_TYPE | Type of recording snippet in progress. | VARCHAR | Yes, NULL | No | No |
REFERENCE_LEG_SID | Reference identifier for a specific call leg. | VARCHAR | Yes, NULL | No | No |
SCHEDULED_CALLBACK_TASK_ID | Task ID for the scheduled callback. | VARCHAR | Yes, NULL | No | No |
SEGMENT_ID | Identifier of the call segment. | VARCHAR | Yes, NULL | No | No |
STATUS | Current status of the call. Sample Values: COMPLETED, IN_PROGRESS, INIT |
VARCHAR |
No |
No |
No |
TO_ | Destination party of the call. | VARCHAR | No | Yes | No |
TO_SIP_DOMAIN | SIP domain of the destination. | VARCHAR | Yes, NULL | No | No |
TRUNK_ID | Identifier of the telephony trunk. | VARCHAR | Yes, NULL | No | No |
ACTIVE_PROVIDER | Telephony or service provider currently handling the inte | VARCHAR | Yes, NULL | No | No |
ACTIVITY_ID | Unique identifier representing a specific activity or event w | VARCHAR | Yes, NULL | No | No |
ACTIVITY_TYPE | Type of activity performed (e.g., call initiated, callback scheduled, ACW started). Sample Values: VOICE_GATHER_LANGUAGE_ACTIVITY, VOICE_SLOT_BOOKING, VOICE_IN_QUEUE_CALLBACK |
VARCHAR |
Yes, NULL |
No |
No |
ACW_ID | Unique identifier for the After Call Work (ACW) session as | VARCHAR | Yes, NULL | No | No |
ADDITIONAL_CUSTOMER_INFO | JSON object containing additional customer-related met | VARCHAR | Yes, NULL | Yes | No |
CONVERSATION_ID | Unique identifier of the conversation associated with the | 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.