VIEW_VOICE_CALL_DETAILS
Updated
The Customer Call Summary view aggregates voice data at the conversation level, using Conversation ID as the lowest granularity. It combines talk time, hold time, wrap time, conference and hold counts, assignments, participating agents, and disposition details into a single row per conversation.
This provides a complete view of a call across transfers and reassignments. Useful for teams to track call-level reporting, disposition analysis, and end-to-end voice interaction insights.
Below are some of the scenarios where this Report is beneficial:
Call-Level Performance and Interaction Analysis: Analyze talk time, hold time, wrap time, conference activity, and call outcomes at the conversation level to gain a complete view of each customer interaction.
Disposition and Resolution Trend Reporting: Track disposition details across conversations to identify common call outcomes, customer issues, and resolution patterns.
End-to-End Voice Journey Reporting: Consolidate data across transfers, reassignments, and participating agents to understand the full customer call journey and evaluate overall service effectiveness.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable/Zero | PII Field | Unique Key |
CONVERSATION_ID | Unique identifier for the conversation | VARCHAR | YES / NULL |
| Yes |
CALL_DATE | Date on which the conversation occurred | DATE | YES / NULL |
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AGENT_CONNECT_TIMESTAMP | Timestamp when first agent connected | TIMESTAMP_NTZ | YES / NULL |
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CUSTOMER_DISCONNECT_TIMESTAMP | Timestamp when customer disconnected | TIMESTAMP_NTZ | YES / NULL |
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AGENT_DISCONNECT_TIMESTAMP | Timestamp when last agent disconnected | TIMESTAMP_NTZ | YES / NULL |
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CALL_OFFERED_AT | Timestamp when first offer made to an agent | TIMESTAMP_NTZ | YES / NULL |
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CALL_TOTAL_DURATION | Total duration of the conversation (IVR + Queue + Age | NUMBER | 0 if null |
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AGENT_OFFER_COUNT | Number of times call was offered to agents | NUMBER | 0 if null |
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AGENT_CONNECT_COUNT | Number of agents connected to call | NUMBER | 0 if null |
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AGENT_DISCONNECT_COUNT | Number of agents who disconnected | NUMBER | 0 if null |
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HOLD_COUNT | Number of times call was put on hold | NUMBER | 0 if null |
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MUTE_COUNT | Number of times mute was used | NUMBER | 0 if null |
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CALL_STATE_LOG | Sequence of call states recorded Format: Value |
ARRAY |
YES / NULL |
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TOTAL_TALK_TIME | Duration of active agent-customer talk | NUMBER | 0 if null |
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CONFERENCE_INITIATED_FLAG | Flag if a conference was initiated Values: TRUE/FALSE |
BOOLEAN |
YES / NULL |
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TOTAL_CONFERENCE_TIME | Duration of conference portion of call | NUMBER | 0 if null |
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TOTAL_MUTE_TIME | Duration call was muted | NUMBER | 0 if null |
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MANUAL_CALL_FLAG | Whether call was manually initiated Values: TRUE/FALSE |
BOOLEAN |
YES / NULL |
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SHCEDULED_CALLBACK_FLAG | Whether call was a scheduled callback Values: TRUE/FALSE |
BOOLEAN |
YES / NULL |
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CALL_DIRECTION | Direction of call Sample Values: Inbound, Outbound |
VARCHAR |
YES / NULL |
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SHCEDULED_CALLBACK_FLAG_TASK_ID | Identifier of scheduled callback task | VARCHAR | YES / NULL |
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CALL_START_TIMESTAMP | Timestamp when call started | TIMESTAMP_NTZ | YES / NULL |
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CALL_END_TIMESTAMP | Timestamp when call ended | TIMESTAMP_NTZ | YES / NULL |
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ACW_CALLBACK_FLAG | Whether call was ACW callback Values: TRUE/FALSE |
BOOLEAN |
YES / NULL |
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CASE_NUMBER | Associated case number (if any) | VARCHAR | YES / NULL |
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CUSTOMER_PHONE_NUMBER | Caller’s phone number | VARCHAR | YES / NULL | Yes |
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AGENT_ACW_TIME_DURING_CALL | Duration of ACW taken during call | NUMBER | 0 if null |
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AGENT_ACW_TIME_POST_CALL | Duration of ACW taken after call | NUMBER | 0 if null |
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AGENT_ACW_TIME_PENDING_STATE | Pending ACW time | NUMBER | 0 if null |
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VOICE_APPLICATION_NUMBER | Identifier for IVR/voice app used | VARCHAR | YES / NULL |
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CALL_DISPOSITION | Disposition filled by agent in ACW/disposition form | VARCHAR | YES / NULL |
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SYSTEM_DISPOSITION | Status recorded by system after call end (Conversatio | VARCHAR | YES / NULL |
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CALL_DISCONNECT_REASON | System reason for call disconnect | VARCHAR | YES / NULL |
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CALL_DISCONNECT_TYPE | Type of disconnection Sample Values: AGENT, SYSTEM, LOCAL |
VARCHAR |
YES / NULL |
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CALL_DISCONNECT_SUBTYPE | Detailed disconnection categorization Sample Values: PRIMARY_PARTICIPANT_NOT_FOUND, PARTICIPANT_REQUESTED_DISCONNECT, SYSTEM_REQUESTED_DISCONNECT |
VARCHAR |
YES / NULL |
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CUSTOMER_ABANDON_FLAG | Whether customer abandoned while waiting in queue Values: TRUE/FALSE |
BOOLEAN |
YES / NULL |
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IVR_DURATION | Duration spent in IVR before queue/agent | NUMBER | 0 if null |
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QUEUE_DURATION | Duration spent waiting in queue | NUMBER | 0 if null |
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FIRST_ENGAGED_AGENT_ID | Identifier of first engaged agent | VARCHAR | YES / NULL |
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FIRST_ENGAGED_AGENT_NAME | Name of first engaged agent | VARCHAR | YES / NULL |
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FIRST_ENGAGED_AGENT_OFFER_TIMESTAMP | Timestamp when first engaged agent was offered call | TIMESTAMP_NTZ | YES / NULL |
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FIRST_ENGAGED_AGENT_REJECT_TIMESTAMP | Timestamp when first engaged agent rejected offer | TIMESTAMP_NTZ | YES / NULL |
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CUSTOMER_ACCEPT_TIMESTAMP | Timestamp when customer accepted the offered call | TIMESTAMP_NTZ | YES / NULL |
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CUSTOMER_REJECT_TIMESTAMP | Timestamp when customer rejected the offered call | TIMESTAMP_NTZ | YES / NULL |
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CUSTOMER_CONNECT_TIMESTAMP | Timestamp when customer connected on the call | TIMESTAMP_NTZ | YES / NULL |
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ENGAGED_AGENTS_LIST | List of all engaged agents on call Format: ["Value"] |
ARRAY |
YES / NULL |
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CONFERENCE_SESSION_ID | Unique session ID from CPaaS vendor | VARCHAR | YES / NULL |
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CALL_DIALER_TYPE | Type of dialer used Sample Values: ACW_CALLBACK, PROGRESSIVE_AGENT_FIRST, OUTBOUND_IVR_WITH_AGENT |
VARCHAR |
YES / NULL |
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ACCOUNT_ID | Name of the brand/social network account | VARCHAR | YES / NULL |
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INITIAL_WORK_QUEUE | Name of initial work queue where call entered | VARCHAR | YES / NULL |
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FINAL_WORK_QUEUE | Latest/final work queue through which call passed | VARCHAR | YES / NULL |
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ALL_WORK_QUEUES | Comma-separated list of all work queues the call pass | VARCHAR | YES / NULL |
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ACW_ELIGIBLE_AGENTS_LIST | Names of agents eligible for ACW Format: ["Value"] |
ARRAY |
YES / NULL |
Yes |
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ACW_CALLBACK_REQUESTED_FLAG | Boolean flag indicating ACW callback was requested Values: TRUE/FALSE |
BOOLEAN |
YES / NULL |
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AUTO_ANSWER_FLAG | Boolean flag if call was auto-answered Values: TRUE/FALSE |
BOOLEAN |
YES / NULL |
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CUSTOMER_PROFILE_ID | Name/phone/profile ID of the customer | VARCHAR | YES / NULL | Yes |
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EXTERNAL_PARTICIPANT_PHONE_NUMBERS | Phone numbers of external participants in the call | VARCHAR |
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CAMPAIGN | Campaign associated with the call | VARCHAR |
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CALL_SUB_DISPOSITION | Sub-category of the call disposition | VARCHAR |
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ALL_PARTICIPATED_AGENT_ID | IDs of all agents who participated in the call | VARCHAR |
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CALL_DISPOSITION_PLAN | Planned disposition workflow for the call | VARCHAR |
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TOTAL_HOLD_TIME | Total time the caller spent on hold | NUMBER |
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HOLD_COUNT | Number of times the caller was placed on hold | NUMBER |
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FIRST_PARTICIPATED_AGENT_WRAP_TIME | Wrap-up time of the first participating agent | NUMBER |
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FIRST_PARTICIPATED_AGENT_TALK_TIME | Talk time of the first participating agent | NUMBER |
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FIRST_PARTICIPATED_AGENT_HOLD_TIME | Hold time of the first participating agent | NUMBER |
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FIRST_PARTICIPATED_AGENT_RING_TIME | Ring time before the first participating agent answered | NUMBER |
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TOTAL_TRANSFERS_INITIATED | Count of transfer attempts initiated | NUMBER |
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TOTAL_TRANSFERS_CONNECTED | Count of transfers successfully connected | NUMBER |
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TOTAL_BLIND_TRANSFERS_CONNECTED | Count of blind transfers successfully connected | NUMBER |
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TOTAL_WARM_TRANSFERS_CONNECTED | Count of warm transfers successfully connected | NUMBER |
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TOTAL_EXTERNAL_TRANSFERS_INITIATED | Count of external transfer attempts initiated | NUMBER |
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TOTAL_HANDLE_TIME | Total handle time for the call | NUMBER |
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CALLS_COMPLETED_IN_IVR | Number of calls completed within the IVR | NUMBER |
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CALLS_ABANDONED_IN_QUEUE | Number of calls abandoned while waiting in queue | NUMBER |
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NUMBER_OF_CONNECTED_CALLS | Number of calls that successfully connected | NUMBER |
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ALL_ENGAGED_AGENT_GROUP | Group(s) of agents who interacted with the call | VARCHAR |
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CONVERSATION_DISCONNECTION_REASON | Reason the conversation or call was disconnected Sample Values: PRIMARY_LEAVE_CALL, VOICE_MAIL_DETECTED, CUSTOMER_DISCONNECTED |
VARCHAR |
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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.