VIEW_AGENT_VOICE_PERFORMANCE
Updated
The Agent Voice Performance view focuses on agent-level performance for voice interactions. Each row represents a unique agent interaction or attempt and includes offered, answered, and attempted timestamps, along with talk time, hold time, ACW (wrap), transfers, and call outcomes. These fields allow calculation of key KPIs such as AHT and productivity metrics using standard Sprinklr logic.
The data can be aggregated by agent, conversation, or time period to produce performance views equivalent to Sprinklr’s in-platform voice reports. This view enables teams to evaluate agent efficiency, support billing and scorecards, and identify coaching opportunities based on real call-handling behavior.
Below are some of the scenarios where this Report is beneficial:
Agent Voice Performance Analysis: Measure AHT, talk time, hold time, ACW duration, transfers, and call outcomes to evaluate agent efficiency and productivity.
Call Handling and Outcome Monitoring: Analyze offered, answered, and attempted interactions to understand agent responsiveness, call-handling patterns, and overall outcomes.
Operational Reporting and Billing Support: Aggregate voice interaction data by agent, conversation, or time period to create performance reports, validate agent activity, and support billing requirements.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Descriptions | Data Type | Nullable / Default | PII Fields |
ACW_EXTENSION_TIME_CONSUMED | Actual time consumed by ACW extension during a call. | NUMBER | No | No |
ACW_AUTOWRAP_TIME_CONFIGURED | Pre-configured auto wrap-up duration for ACW. | NUMBER | No | No |
BLIND_TRANSFERS_INITIATED | Number of blind transfers initiated by the agent. | NUMBER | No | No |
BLIND_TRANSFERS_RECEIVED | Number of blind transfers received by the agent. | NUMBER | No | No |
CALL_END_TIMESTAMP | Timestamp when the call ended. | Timestamp_LTZ | Yes | Null | No |
AGENT_CONSULT_TRANSFERS_INITIATED_COUNT | Number of consult transfers initiated by the agent. | NUMBER | No | No |
AGENT_CONSULT_TRANSFERS_RECIEVED_COUNT | Number of consult transfers received by the agent. | NUMBER | No | No |
AGENT_EXTERNAL_TRANSFERS_INITIATED_COUNT | Number of external transfers initiated by the agent. | NUMBER | No | No |
AGENT_INBOUND_RING_TIME | Total inbound ring time before connection. | NUMBER | No | No |
ACW_INTERRUPTED_FLAG | Flag indicating if ACW was interrupted. | BOOLEAN | Yes | Null | No |
AGENT_IVR_CONFERENCE_TIME | Total time agent spent in IVR conference. | NUMBER | Yes | Null | No |
AGENT_IVR_TRANSFERS_INITIATED_COUNT | Number of IVR transfers initiated by the agent. | NUMBER | No | No |
AGENT_OUTBOUND_RING_TIME | Total outbound ring duration before connection. | NUMBER | No | No |
AGENT_RING_TIME | Total ring time before call connection. | NUMBER | No | No |
SUCCESSFUL_WARM_TRANSFERS_INITIATED_COUNT | Number of successful warm transfers initiated. | NUMBER | No | No |
SUCCESSFUL_WARM_TRANSFERS_RECIEVED_COUNT | Number of successful warm transfers received. | NUMBER | No | No |
AGENT_TOTAL_CONSULT_TIME | Total consult duration across calls. | NUMBER | Yes | Null | 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.