‎Channel Overview - Voice | Sprinklr Help Center

Channel Overview - Voice

Updated

2 days ago

The Channel Overview Voice report comprehensively analyses the overall Voice Channel's performance, offering key insights into Inbound and Outbound calls, Agent Performance, and Queue Performance. This report helps teams identify trends, evaluate the effectiveness of voice support, and uncover opportunities for improving service quality and operational efficiency.

Let's deep dive into the various aspects of this report.

Business Use Cases

Monitor Agent Efficiency: It helps to monitor agent-wise call summary and check the efficiency of agents for both inbound and outbound calls.
Monitor Inbound KPI: Supervisors can utilize the Channel Overview Voice report to monitor inbound call performance effectively. By tracking key indicators such as service levels, abandoned call trends, average handling time (AHT) at both queue and daily levels, and call disposition, they gain actionable insights that support real-time performance management, informed decision-making, and efficient allocation of resources.
Monitor Outbound KPI: Supervisors can leverage the Channel Overview Voice report to track outbound call performance by monitoring total call volume, dialer vs. manual call breakdown, and scheduled callbacks. The report also provides insights into average handling time, call disposition distribution, callback summaries, and call completion status. These insights enable supervisors to oversee outbound operations more effectively and make data-driven decisions to enhance efficiency and performance.

Dashboard Sections

The Channel Overview-Voice dashboard is divided into five different sections:

Inbound: The Inbound section helps to track key inbound performance indicators such as service levels, abandoned call trends, average handling time (AHT) at both the queue and daily levels, and call disposition.
Outbound: The outbound section helps to track key inbound performance indicators such as service levels, abandoned call trends, average handling time (AHT) at both the queue and daily levels, and call disposition.
Agent Performance: The Agent Performance section provides insights into inbound and outbound call summaries.
Queue Performance: The Queue Performance section offers detailed insights into the efficiency of work queues. It includes key metrics such as calls per assignment, abandoned call rates, service levels, time to answer, hold time per assignment, talk time, and after-call work (ACW) time. These metrics help supervisors evaluate queue-level performance and identify areas for operational improvement.
Dump: The dump provides detailed case-level information for both inbound and outbound calls, capturing every interaction handled by each agent.

Inbound

Inbound section is divided into several sections. Let's have a look at the various widgets.

Total Calls Funnel

KPIs

Operational Statistics

Service Level Trend

Abandoned Calls Trend

AHT Queue Level Trend

AHT Time of Day Trend

Call Disposition and Sub Disposition Split

Outbound

Outbound sections are split into several sections:

Overall Call Volume

Dialer Calls

Manual Calls

Scheduled Callbacks

Customer Reach KPIs

Operational Statistics

AHT Dialer Type Trend

AHT Time of Day Trend

Call Disposition and Sub-Disposition Split

Call Back Summary

Agent Performance

Agent Performance section provides indepth information about the Inbound Call Summary and Outbound Call Summary. Let's have a look at the various widgets:

Inbound Calls Summary

Outbound Calls Summary

Call Completion Status Split - Outbound Calls

The Inbound Call Summary offers comprehensive, agent-level insights into total calls received, connected and abandoned calls, average handle time, talk time, and other critical performance metrics.

Name	Description
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Number of Offered Calls	Number of calls which were offered to the agent inc both inbound and outbound calls.
Number of Connected Calls	Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed.
Number of Abandoned Calls	Number of abandoned calls where customer didn't connect in case of outbound calls and agent didn't connect in case of inbound calls post offer was made to the agent.
% Connected Calls	% of calls connected over total number of offered calls with respect to the particular agent.
Total Ring Time	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.
Average Ring Time	Average Inbound Ring Time based on number of inbound calls which were offered to the agent.
Total Talk Time	Total talk time of the agent on the calls.
Average Talk Time	Total time spent by agents talking on the call / Number of connected calls.
Total Hold Time	Total time the call was put on hold by the agent.
Average Hold Time	Total time spent by agents on hold / Number of Connected Calls
Total ACW Time	Time spent filling the ACW by the agent based on values selected in "service settings screen".
Average ACW Time	Average time the agent took to fill the after call wrap up form on the interaction assigned to the agent. It is based on overall interactions handled. This is calculated for all voice cases/ calls only.
Total Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "service settings screen".
Average Handle Time	Average of total handle time as per values selected in "service settings screen" over total number of connected calls.
IVR Transfers Initiated	Total IVR transfers which an agent initiated.
Transfers Initiated	Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent.
Blind Transfers Initiated	Total number of blind transfers iniatied by the agent on the call inc both the transfer directly to agent or to the queue.
Warm Transfers Initiated	Total number of warm transfers iniatied by the agent on the call inc both the transfer directly to agent (irrespective of if the call was answered by agent or not) or to the queue.
Transfers Received	Total number of warm and blind transfers received by the agent on the call i.e for warm transfer -> the call rang on the agent console irrespective of if the call was accepted by the agent later or not and for blind transfer -> call was accepted and connected post the ring on agent console.
Blind Transfers Received	Total number of blind transfers received by the agent on the call and also accepted by the agent (will be counted only if the agent is connected).
Warm Transfers Received	Total number of warm transfers received by the agent on the call i.e it gets counted if either the call rings on agent console or agent connects on the call (consult call) or agent is successfully transferred the full control of the call (successful transfer call).
Max Ring Time	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.
Pending ACW Time	Pending ACW for Calls Eligible for ACW.

The Outbound Call Summary provides detailed agent level insights into the offered calls, connected calls, etc. The metrics are defined below.

Name	Description
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Number of Offered Calls	Number of calls which were offered to the agent inc both inbound and outbound calls.
Number of Connected Calls	Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed.
Number of Dialer Calls Connected	Number of outbound dialer attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Manual Calls Connected	Number of outbound manual calls which were attempted by the agent and customer connected on the calls i.e agent and customer both connected on the call.
Number of Schedule Call Backs Connected	Number of outbound schedule callbacks attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Not Connected Calls	Number of abandoned calls where customer didn't connect in case of outbound calls and agent didn't connect in case of inbound calls post offer was made to the agent
% Connected Calls	% of calls connected over total number of offered calls with respect to the particular agent.
Total Preview Time	Indicates the preview time spent by the agent on call in cases of outbound call.
Average Preview Time	Average of Preview Time (Agent) based on number of preview calls dialed out from the system (only for outbound calls).
Total Ring Time	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.
Average Ring Time	Average time call rang on agent console for outbound calls where customer first connected on the call.
Total Talk Time	Total talk time of the agent on the calls.
Average Talk Time	Total time spent by agents talking on the call / Number of connected calls.
Total Hold Time	Total time the call was put on hold by the agent.
Average Hold Time	Total time spent by agents on hold / Number of Connected Calls.
Total ACW Time	Time spent filling the ACW by the agent based on values selected in "service settings screen".
Average ACW Time	Average time the agent took to fill the after call wrap up form on the interaction assigned to the agent. It is based on overall interactions handled. This is calculated for all voice cases/ calls only.
Total Customer Dial Time	Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls)
Total Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "service settings screen".
Average Handle Time	Average of total handle time as per values selected in "service settings screen" over total number of connected calls.
IVR Transfers Initiated	Total IVR transfers which an agent initiated.
Transfers Initiated	Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent.
Blind Transfers Initiated	Total number of blind transfers iniatied by the agent on the call inc both the transfer directly to agent or to the queue.
Warm Transfers Initiated	Total number of warm transfers iniatied by the agent on the call inc both the transfer directly to agent (irrespective of if the call was answered by agent or not) or to the queue.
Transfers Received	Total number of warm and blind transfers received by the agent on the call i.e for warm transfer -> the call rang on the agent console irrespective of if the call was accepted by the agent later or not and for blind transfer -> call was accepted and connected post the ring on agent console.
Blind Transfers Received	Total number of blind transfers received by the agent on the call and also accepted by the agent (will be counted only if the agent is connected).
Warm Transfers Received	Total number of warm transfers received by the agent on the call i.e it gets counted if either the call rings on agent console or agent connects on the call (consult call) or agent is successfully transferred the full control of the call (successful transfer call).
Pending ACW Count	Pending ACW for Calls Eligible for ACW.

Queue Performance

The Queue Performance section offers detailed insights into the efficiency of work queues. It includes key metrics such as calls per assignment, abandoned call rates, service levels, time to answer, hold time per assignment, talk time, and after-call work (ACW) time. These metrics help supervisors evaluate queue-level performance and identify areas for operational improvement.

Name	Description
Date	Date when the contact entered the work queue.
Work Queue	Provides the name of the associated work queue. In case the work queue is not shared with the particular user, it will show the unique ID of the queue.
Contacts Offered	Contacts which are offered to the work queue i.e the contact that entered any work queue. A contact is every case/ call that comes into queue including transfers.
Contacts Assigned	Contacts which are assigned to the agent post entering the work queue including the dummy/system queue in case of direct assignments. In case of voice, it also considers the calls which were offered to agents but were not accepted by agent.
Contacts Abandoned	Total count of contacts which are abandoned before agent is assigned or call is not connected. Contact is marked as abandoned/ dropped if: In case of voice - customer abandoned the call & In case of livechat - customer closed the chat/ inactivity before the agent assignment.
Contacts Flew Out	Count of contacts that flew out to another work-queue before getting assigned to an agent.
Contacts Answered	Contacts which are assigned to agent and further replied/answered by agents. In case of voice - answered is calculated when the agent answers the call, and in case of digital - if the agent makes the reply on the case post assignment.
Contacts Not Answered	Total count of contacts which are assigned to agent but were not answered by the agents.
Contacts Answered Within SLA	Contacts which are answered by agents post assignment within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement. The threshold is based on speed of answer.
Contacts Short Abandoned	Contacts which are abandoned in the work queue within a defined threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the short abandon section.
Avg Speed of Answer	Average Speed of answer for all contacts which are answered, i.e,speed of answer averaged over total contacts answered in the work queue.
Service Level - Accepted	% of contacts which were answered/accepted by agents within the defined threshold over total contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics " screen.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment.
Avg Talk Time	Average Talk Time of the contact with respect to each contact answered in the work queue, Talk Time/ Contacts Answered.
Avg Hold Time	Average Hold Time of the contact with respect to each contact answered in the work queue, HoldTime/ Contacts Answered.
Avg ACW Time	Average Wrap Time of the contact with respect to each contact answered in the work queue, ACW Time/ Contacts Answered.
Avg Handle Time	Average handle time for all contacts which are assigned to the agent within the work queue.
% Contacts Abandoned	Percentage of contacts which were abandoned in the work queue. (Contacts Abandoned / Contacts Offered).

Raw Data

The dump provides detailed case-level information for both inbound and outbound calls, capturing every interaction handled by each agent. Its divided into 2 sections inbound call dump and outbound call dump. Let's have a look at the metrics:

Inbound Call Dump

Outbound Call Dump

Name	Description
Case Details	Associated case to the event, which includes the Case subject, Case ID and the Description.
Conversation ID	Unique ID associated with that particular call. (There can be multiple calls associated to a case, and each call will have a separate and unique conversation ID).
Call Start Time	Timestamp when the particular call started.
Call End Time	This will indicate the call end or disconnect time irrespective of if agent and customer connected on call.
Customer Phone Number	Depicts the phone number of the customer associated to the call.
Voice Application	Name of the voice application configured in the system to receive or dial out the calls of the centre.
Call Count	Total number of calls that came into the system or were dialed out by the system. Its a sum of both inbound and outbound calls.
Calls Requested for an Agent	Measures the number of calls which were requested for an agent including both inbound and outbound calls.
Number of Connected Calls	Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed
Initial Work Queue	Depicts the name of the initial work queue where the call went in.
Final Work Queue	Depicts the name of the final work queue where the call went through. In case call was never transferred -> this field will be the same as initial work queue.
All Work Queues(List)	The name of the work queue to which the particular call was assigned to/ entered (primary queue). In case the call transfers to multiple queues and multiple agents connected, this will give the list in comma separated format.
All Engaged Agents (List)	List of names of all agents who participated on the call.
IVR Time	Total time spent by the customer in IVR from start till the last node or till the customer abandons the IVR.
IVR and Voice Bot Time	Total time spent by the customer in IVR and VoiceBot flows.
Speed of Answer	Total time a customer had to wait before the call was answered by the agent/ customer. This is a sum of time spent in queue and time the call was ringing on the agent console (only calculated for calls with both agent and customer connected).
Total Queue Time(Call)	Time spent by the call in all the queue before that requesting for an agent (in case call moves to queue again, this time will also be calculated).
Total Ring Time(Call)	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.
Total Talk Time(Call)	Total time spent in talking.
Total Talk Time	Total duration of call including the IVR, Queue, Ring, Handle Time for inbound calls and Preview, Customer Wait Time added for outbound calls.
Total Hold Time (Call)	Total time for which customer was put on hold.
Total ACW Time (Call)	Time spent filling the ACW based on values selected in "Standard Metrics" screen.
Total Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "Service Settings" screen.
Total Call Duration	The field measures the total length of a call i.e. duration between Call Start to Call End Time.
Hold Count	Number of times customer was put on hold.
Total Transfer Initiated(Blind/Warm Call)	Count of total warm and blind transfers initiated on this call.
Total Transfer Connected(Call)	Count of blind and warm transfers which were connected with the transferred agent as well.
Call Disposition	Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form.
Call Sub-Disposition	Depicts the sub-disposition that is filled by the agent while filling the ACW or Disposition Form.
Call Disconnection Stage	States the stage at which the call got disconnected. (If it has disconnected in the IVR/ Queue/ after agent connection).
Disconnection Type	Indicates the type of disconnection if it was system, agent or remote disconnection.
Sub-Disconnection Type	Indicates the details of the disconnections associated on the call.
Conversation Disconnection Reason	Indicates the detailed reason as to why the particular call was disconnected.
Manual Call Pre-Call Prep Time	Total time spent by the agent preparing before the manual call.
Calls Abandoned in Queue	Number of calls that entered in the queue and abandoned before being connected with the agent.
Customer Dial Time (Call)	Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls)
Queue Time (Call)	Total time spent by the call in a Queue while awaiting Agent assignment. In case a call moves to queue multiple times (i.e. Transfers), this time will also be calculated. This is applicable to both Inbound & Outbound Calls.
Total Wait Time (Call)	Total time a call spends waiting in a queue or ringing on agent console before it is answered/abandoned (by customer or agent). This is the sum of Total Queue Time & Ring Time on agent console.
Total Customer Abandons	Total number of calls where customer abandoned the call before the agent was connected on the call including for both inbound and outbound calls.
Calls Completed in IVR	Number of calls completed in the IVR (stayed in the IVR).

Name	Description
Case Details	Associated case to the event, which includes the Case subject, Case ID and the Description..
Conversation ID	Unique ID associated with that particular call. (There can be multiple calls associated to a case, and each call will have a separate and unique conversation ID).
Call Start Time	Timestamp when the particular call started.
Call End Time	This will indicate the call end or disconnect time irrespective of if agent and customer connected on call.
Customer Phone Number	Depicts the phone number of the customer associated to the call.
Voice Application	Name of the voice application configured in the system to receive or dial out the calls of the centre.
Dialer Type	Indicated the dialer type of the call including values like: preview, manual, agent, callback etc.
Call Count	Total number of calls that came into the system or were dialed out by the system. Its a sum of both inbound and outbound calls.
Number of Connected Calls	Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed.
Answering Machine Detected	Count of calls where an answering machine was detected.
Customer Dial Time (Call)	Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls).
Manual Call Pre-Call Prep Time	Total time spent by the agent preparing before the manual call.
All Engaged Agents (List)	List of names of all agents who participated on the call.
Total Ring Time (Call)	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.
Total Talk Time (Call)	Total time spent in talking.
Total Call Duration	Total duration of call including the IVR, Queue, Ring, Handle Time for inbound calls and Preview, Customer Wait Time added for outbound calls.
Hold Count	Number of times customer was put on hold.
Total Hold Time (Call)	Total time for which customer was put on hold.
Total Handle Time	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "Service Settings" screen.
Total Transfers Initiated (Blind/Warm)(Call)	Count of total warm and blind transfers initiated on this call.
Total Transfers Connected (Call)	Count of blind and warm transfers which were connected with the transferred agent as well.
Call Disposition	Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form.
Call Sub Disposition	Depicts the sub-disposition that is filled by the agent while filling the ACW or Disposition Form.
Call Disconnection Stage	States the stage at which the call got disconnected. (If it has disconnected in the IVR/ Queue/ after agent connection).
Disconnection Type	Indicates the type of disconnection if it was system, agent or remote disconnection.
Sub Disconnection Type	Indicates the details of the disconnections associated on the call.
Conversation Disconnection Reason	Indicates the detailed reason as to why the particular call was disconnected.

Name	Definition
Service Level Call	Measures the service level of overall calls entering the initial queue i.e number of connected calls within a threshold that is defined in "service settings screen" over total number of calls requested (excluding the short abandons).
% Connected Calls	% of calls connected over total number of calls requested for an agent in the particular queue.
% Calls Abandoned While Waiting	Calls abandoned after requesting for an agent / Number of calls requested for an agent for both inbound and outbound calls.
Total Customer Short Abandons	Total number of calls where customer abandoned the call before the first agent was connected on the call including for both inbound and outbound calls within the selected threshold in the "Service Settings" screen.

Name	Description
Number of Abandoned Calls within SLA	Number of customer abandons after coming in the queue within the selected time frame in service settings screen based on wait time.
% Calls Abandoned within SLA	% of calls abandoned within SLA based on the time frame selected in service settings screen over total number of calls requested.

Name	Description
Callback Task Count	Indiactes the count of total scheduled callback tasks that were created or scheduled for.
Callback Completed Count	Indicates the count of callbacks which were completed i.e. the call backs were dialed out and compelted.
Avg. of Callback Duration from Due Date	Indicates the time difference between the Callback Due Date - Callback Called At. In case the callback is not yet dialed out, it shows the difference from the current time.
Avg. of Callback Call Duration	In case the callback is dialed out and connected with the customer, this indicates the duration of the callback dialed out.

Name	Description
Average Speed of answer	Total time a customer had to wait before the call was answered by the agent/ customer. This is a sum of time spent in queue and time the call was ringing on the agent console (only calculated for calls with both agent and customer connected).
Average Handle Time	Average of total handle time as per values selected in "Service Settings" screen over total number of connected calls.
Average of IVR & VoiceBot Time	Total time spent by the customer in IVR and VoiceBot flows.
Average Queue Time	Total time spent by the call in a Queue while awaiting Agent assignment. In case a call moves to queue multiple times (i.e. Transfers), this time will also be calculated. This is applicable to both Inbound & Outbound Calls.
Average Ring Time	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.
Average Talk Time	Average of total time spent in talking. Talk Time is defined as time where Agent & Customer are connected on call, averaged basis Number of Connected Calls.
Average ACW Time	Average Time spent filling the ACW (based on ACW sections selected on 'Standard Metrics Screen'), averaged basis Number of Connected Calls.
Average Hold Time	Average of total time for which customer was put on hold. Hold Time is defined as time where Customer has been put on Hold by the Agent, averaged basis Number of Connected Calls.
Avg. of Total Wait Time (Call)	Total time a call spends waiting in a queue or ringing on agent console before it is answered/abandoned (by customer or agent). This is the sum of Total Queue Time & Ring Time on agent console.

Name	Description
Service Level(Calls)	Measures the service level of overall calls entering the initial queue i.e number of connected calls within a threshold that is defined in "service settings screen" over total number of calls requested (excluding the short abandons).
Call Requested for an Agent	Measures the number of calls which were requested for an agent including both inbound and outbound calls.

Name	Description
Number of Dialer Calls	Number of outbound dialer attempted calls.
Number of Dialer Calls Connected	Number of outbound dialer attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Dialer Calls Not Connected	Number of outbound dialer attempted calls which were not connected by customer/ agent.

Name	Description
Number of Manual Calls	Number of outbound manual calls which were attempted by the agent.
Number of Manual Calls Connected	Number of outbound manual attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Manual Calls Not Connected	Number of outbound manual attempted calls which were not connected by customer/agent.

Name	Description
Number of Schedule Call Backs	Number of outbound schedule callbacks attempted calls.
Number of Schedule Callbacks Connected	Number of outbound schedule callbacks attempted calls which were connected by customer i.e both agent and customer connected on the call.
Number of Schedule Callbacks Not Connected	Number of outbound schedule callbacks attempted calls which were not connected by customer/ agent.

Name	Description
Average Customer Dial Time	Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls).
Average Handle Time	Average of total handle time as per values selected in "Service Settings" screen over total number of connected calls.
Avg. of Manual Call Pre-Call Prep Time	Total time spent by the agent preparing before the manual call.
Avg. of Total Preview Time (Call)	Indicates the preview time spent by the agent on call in cases of outbound call.
Average Ring Time	Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls.
Average Talk Time	Average of total time spent in talking. Talk Time is defined as time where Agent & Customer are connected on call, averaged basis Number of Connected Calls.
Average ACW Time	Average Time spent filling the ACW (based on ACW sections selected on 'Standard Metrics Screen'), averaged basis Number of Connected Calls.
Average Hold Time	Average of total time for which customer was put on hold. Hold Time is defined as time where Customer has been put on Hold by the Agent, averaged basis Number of Connected Calls.

Name	Description
Conversation Completition Status	Conversation Completion Status is the state that signifies whether a conversation—such as a chat, support ticket, workflow discussion, or interaction—has been fully resolved, partially resolved, or remains open.
Number of Connected Calls	Number of Connected Calls is the total number of outbound or inbound calls where a live connection was made between the caller and the receiver.