VIEW_CALLBACK_DETAILS
Updated
The Callback Report provides task-level visibility into all scheduled callbacks, including assignee, creator, due date, status, and related case or conversation details. It captures key performance and adherence metrics such as callback timing, delays, and reassignments.
This view is used to monitor callback efficiency, SLA adherence, and agent performance across voice workflows.
Below are some of the scenarios where this Report is beneficial:
Callback Performance and SLA Monitoring: Track callback schedules, completion times, delays, and status changes to measure adherence to callback SLAs and ensure timely customer follow-ups.
Agent Productivity and Workload Analysis: Analyze callback assignments, reassignments, and completion patterns to evaluate agent performance and optimize workload distribution.
Callback Resolution and Operational Reporting: Monitor callback outcomes alongside related case and conversation details to identify bottlenecks, improve follow-up processes, and enhance customer experience.
Field Mapping/ Glossary
The report will include the following information:
Expected Name | Definition | Data Type | Nullable & Default Value | PII Field | Unique Key |
CASE_NUMBER | Universal identifier for the case/workflow associated with the callback | VARCHAR | Yes | NULL | No | No |
CALLBACK_CREATED_TIMESTAMP | Timestamp when the callback task was created | TIMESTAMP_LTZ | No | No | No |
ASSIGNEE_ID | Identifier of the current assignee (agent or queue) for the callback task | VARCHAR | No | No | No |
VOICE_APPLICATION | Name/identifier of the voice application through which the callback was initiated | VARCHAR | Yes | NULL | No | No |
CALLBACK_TASK_STATUS | Current status of the callback task (e.g., PENDING, COMPLETED, IN_PROGRESS) | VARCHAR | No | No | No |
CALLBACK_CALLED_AT_TIMESTAMP | Timestamp when the callback was actually initiated/called | TIMESTAMP_LTZ | Yes | NULL | No | No |
CALLBACK_ASSIGNED_AGENT_ID | Identifier of the agent assigned to handle the callback | VARCHAR | Yes | NULL | No | No |
AGENT_CONNECTED_TIMESTAMP | Timestamp when the agent got connected during the callback | TIMESTAMP_LTZ | Yes | NULL | No | No |
CALLBACK_ASSIGNED_AGENT_SKILLS | Skills associated with the assigned agent (muti-valued or JSON). | VARIANT | Yes | NULL | No | No |
CALLBACK_REQUIRED_SKILLS | Skills required to handle the callback task (muti-valued or JSON). | VARIANT | Yes | NULL | No | No |
ASSIGNEE_TYPE | Type of assignee (e.g., AGENT, WORK_QUEUE) | VARCHAR | No | No | No |
CALLBACK_TRIGGERED_BY | Source or trigger of the callback (e.g., CUSTOMER_REQUEST, SYSTEM) | VARCHAR | Yes | NULL | No | No |
CALLBACK_ASSIGNED_AGENT_GROUP | JSON object containing group details of the assigned agent | VARIANT | Yes | NULL | No | No |
CALLBACK_CONVERSATION_ID | Unique identifier of the callback conversation | VARCHAR | Yes | NULL | No | No |
CALLBACK_CREATOR | Identifier of the user/system that created the callback | VARCHAR | Yes | NULL | No | No |
CALLBACK_DUE_TIMESTAMP | Scheduled due date/time for the callback | TIMESTAMP_LTZ | Yes | NULL | No | No |
CALLBACK_NUMBER | Phone number used for the callback | VARCHAR | Yes | NULL | Yes | No |
CALLBACK_ORIGIN | Origin/source channel of the callback (e.g., INBOUND, OUTBOUND) | VARCHAR | Yes | NULL | No | No |
CALLBACK_PARENT_CONVERSATION_ID | Identifier of the parent/original conversation linked to the callback | VARCHAR | Yes | NULL | No | No |
TASK_ID | Unique identifier for the callback task | VARCHAR | No | No | Yes |
CUSTOMER_CONNECTED_TIME | Timestamp when the customer connected during the callback | TIMESTAMP_LTZ | Yes | NULL | No | No |
FIRST_CONVERSATION_TIME | Timestamp of the first interaction/conversation for the case | TIMESTAMP_LTZ | Yes | NULL | No | No |
TASK_PRIORITY | Priority level of the callback task (e.g., HIGH, MEDIUM, LOW) | VARCHAR | Yes | NULL | No | No |
TASK_SUMMARY | Short description or summary of the callback task | VARCHAR | Yes | NULL | No | No |
CALLBACK_COMPLETED_BY_ORIGINAL_ASSIGNED_AGENT_FLAG | Indicates if callback was completed by originally assigned agent (TRUE/FALSE) | BOOLEAN | Yes | NULL | No | No |
CALLBACK_COMPLETED_BY_REASSIGNED_AGENT_FLAG | Indicates if callback was completed by a reassigned agent (TRUE/FALSE) | BOOLEAN | Yes | NULL | No | No |
CALLBACK_TASK_COUNT | Total number of callback tasks associated with the case | NUMBER | Yes | NULL | No | No |
CALLBACK_COMPLETED_COUNT | Number of completed callback tasks | NUMBER | Yes | NULL | No | No |
CALLBACK_DURATION_FROM_CREATION_DATE | Time duration between callback creation and completion | NUMBER | Yes | NULL | No | No |
CALLBACK_DURATION_FROM_DUE_DATE | Time difference between due date and completion (can be negative if early) | NUMBER | Yes | NULL | No | No |
CALLBACK_DURATION_FROM_FIRST_CONVERSATION | Duration from first conversation to callback completion | NUMBER | Yes | NULL | No | No |
CALLBACK_REASSIGNED_COUNT | Number of times the callback task was reassigned | NUMBER | Yes | NULL | No | No |
TIME_SINCE_FIRST_CONVERSATION | Time elapsed since the first conversation occurred | NUMBER | Yes | NULL | No | No |
RETRY_COUNT | Number of retry attempts made for the callback task | NUMBER | Yes | NULL | No | No |
CAMPAIGN | Name of the campaign associated with the callback/task (sourced from asset details) | VARCHAR | Yes | NULL | 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.