VIEW_VOICE_CALL_TRANSFER_DETAILS
Updated
The Voice Call Transfer view captures detailed information about call transfers, including transfer timestamps, transfer type, success indicators, initiating and receiving agents or queues, IVR or external endpoints, and skill selections.
Below are some of the scenarios where this Report is beneficial:
Call Transfer Efficiency Analysis: Analyze transfer timestamps, types, and success indicators to measure transfer completion rates and identify delays during call handoffs.
Agent and Queue Collaboration Monitoring: Track initiating and receiving agents or queues to understand escalation patterns and improve collaboration across teams.
Call Routing Optimization: Evaluate skill selections, IVR routes, and external endpoint transfers to identify routing inefficiencies and improve the customer experience.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Descriptions | Data Type | Nullable / Default | PII Fields |
TRANSFER_INITIATED_AT | Timestamp indicating when the transfer was initiated. | TIMESTAMP_NTZ | NO | NULL | No |
CALL_TRANSFERRED_TO | Details of where the call was transferred - this can include Agent, Queue, IVR, Add to Call, or External. |
VARCHAR |
NO | NULL |
No |
TRANSFERRED_PICKED_AT_TIMESTAMP |
Timestamp of when the transfer was received/completed, will appear in case of transfer sucessful. |
TIMESTAMP_NTZ |
YES | NULL |
No |
TYPE_OF_TRANSFER | Type of transfer initiated Sample Values: Warm, Blind, Queue |
VARCHAR |
NO | NULL |
No |
SUCCESFUL_TRANSFER_FLAG | Flag indicating whether the transfer was successful or failed. Values: TRUE/FALSE |
BOOLEAN |
NO | NULL |
No |
SKILL_SELECTED_DURING_TRANSFER | Field shows the values selected by Agent when initiating transfer, comma separated JSON field. |
VARCHAR |
YES | NULL |
No |
CALL_START_TIME | Timestamp of when the call originally started started. | TIMESTAMP_NTZ | NO| NULL | No |
CASE_NUMBER | Sprinklr Case Number associated with the call. | VARCHAR | NO | NULL | No |
CONVERSATION_ID | Unique ID associated to the call. | VARCHAR | NO | NULL | No |
CUSTOMER_PHONE_NUMBER | Phone number of the customer on the call. | VARCHAR | NO | NULL | Yes |
ORIGINAL_WORK_QUEUE_ID | Identifier of the work queue associated with the call. | VARCHAR | YES | NULL | No |
CALL_TRANSFER_INITIATOR_ID | Sprinklr ID of the user who initiated the transfer. | VARCHAR | NO | NULL | No |
CALL_TRANSFER_RECEIVER_ID | Sprinklr ID of the agent who received the transfer. | VARCHAR | YES | NULL | No |
SUCCESFUL_WARM_TRANSFER_FLAG | Flag indicating whether the warm transfer was successfully completed. Succesfully denotes if call was fully transferred to secondary agent. Values: TRUE/FALSE |
BOOLEAN |
YES | NULL |
No |
SUCCESFUL_WARM_TRANSFER_TIMESTAMP | Timestamp of when the warm transfer was successfully completed. Succesfully denotes if call was fully transferred to secondary agent. |
TIMESTAMP_NTZ |
YES | NULL |
No |
CALL_TRANSFER_RECIEVER_ID | Field indicates details of the receiving party - Queue Id in case of Queue Transfer, External Phone Number in case of External Transfer, etc. |
VARCHAR |
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.