The All Calls tab in the Sprinklr Mobile App enables you to view, search, filter, and analyze call records directly from the Conversational Analytics persona view. It acts as a mobile-friendly record manager for calls, designed for quick access and efficient analysis.

The All Calls tab provides:

• A card-based layout for viewing call records (optimized for mobile)
• Real-time count of calls based on your current filters or search
• Advanced search, filtering, sorting, and time range selection
• Direct navigation to detailed insights via the Case Analytics page

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Key Components

Header Section

At the top of the screen:

• Title: Displays All Calls
• Call count: Shows the total number of calls matching the current query

• Quick actions:

  • Search icon
  • Filter icon
  • Sort option
  • Date range selector

Search Calls

To search for specific calls:

1. Select the Search (magnifying glass) icon.
2. Enter your search query.

Supported search fields:

• Case number
• Customer contact number (for voice cases)

Filter Calls

To refine your results:

1. Select the Filter icon.
2. Choose from available filter categories.
3. Apply filters and select Done.

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Filter Types

1. Voice-specific filters

• Disposition
• Sub-disposition
• Disconnection type

2. Metric filters

Use comparison operators such as:

• Greater than
• Less than
• Equals

Supported metrics:

• Talk time
• Handling time
• Ring time
• Hold time
• Queue time

3. Standard filters

• Account
• Auditor (QM)
• Evaluated agent
• Assigned for evaluation by
• Reviewer
• Indirect reviewer
• Keyword search

4. Custom field filters

• Supports custom properties
• Includes controlling fields (dependent filters)

Example:

Selecting Country limits available options in City

Requires enablement: REPORTING_CUSTOM_PROPERTIES_VALUES_ON_CONTROLLING_FIELD_FILTER_ENABLED

Persona-Based Filtering

Filters can be configured at different levels:

User Preferences

• Your selected filters and settings are saved automatically.
• When you return to the All Calls tab, your preferences are pre-applied.

Sort Calls

To sort results:

1. Select the Sort option.
2. Choose a field and sort order (Ascending or Descending).

Sortable fields

• Creation time
• Case modified on
• Latest message creation time
• First message association time
• Message count
• Fan message count
• Brand message count
• Total talk time
• Latest fan message associated time
• Latest brand message associated time

Select a Time Range

To filter calls by time:

1. Select the Date range option.
2. Choose a predefined range.

Available options include:

• Last 12 hours
• Last 24 hours
• Today
• Yesterday
• This week
• Last week
• Last 120 / 180 / 365 days
• This year
• Last year
• Lifetime

Call Record Cards

Each call is displayed as an individual card in the grid view.

Information available on each card

• Case number
• Customer phone number (masked if applicable)
• Call start time

• Evaluations:

  • Average manual score
• Case duration
• Call disposition
• Participating agents

Additional fields can be configured in the record card configuration.

Open Call Details

To view detailed analytics:

• Tap a call record card

This opens the Case Analytics View, where you can explore deeper insights for the selected call.

The All Calls tab brings core web functionality to mobile, helping you efficiently analyze voice calls without switching devices.