VIEW_VOICE_CALL_TRANSFER_DETAILS
Updated
The Agent Detailed Call Transfer Report offers comprehensive insights into transfers started by agents, including specifics about the agent who answered the transferred call. It includes data on transfer types, initiation and reception timestamps, work queues, and agent information for both the agent who initiated the transfer and the agent who received it. Additionally, this report provides details about the IVR system and external phone numbers, depending on the transfer type. Below are some of the scenarios where this Report is beneficial:
Captures agent call transfer details, including transfer type, timestamps, work queues, and both initiating/receiving agent info.
Provides IVR system and external phone number data depending on the transfer type.
Helps supervisors analyze transfer patterns, verify compliance, and identify inefficiencies in call handling.
Field Mapping/ Glossary
The report will include the following information:
Field Name | Description | Data Type | Nullable/Default | Is PII Field? | Unique Key | Is Mutable? |
TRANSFER_INITIATED_AT | Timestamp indicating when the transfer was initiated. | TIMESTAMP_NTZ(6) | NO | NULL | |||
CALL_TRANSFERRED_TO | Details of where the call was transferred - this can include Agent, Queue, IVR, Add to Call, or External. | VARCHAR(16777216) | NO | NULL | |||
TRANSFERRED_PICKED_AT_TIMESTAMP | Timestamp of when the transfer was received/completed, will appear in case of transfer sucessful. | TIMESTAMP_NTZ(6) | YES | NULL | |||
TYPE_OF_TRANSFER | Type of transfer initiated (Warm, Blind, Queue, or IVR). | VARCHAR(16777216) | NO | NULL | |||
SUCCESFUL_TRANSFER_FLAG | Flag indicating whether the transfer was successful or failed. | BOOLEAN | NO | NULL | |||
SKILL_SELECTED_DURING_TRANSFER | Field shows the values selected by Agent when initiating transfer, comma separated JSON field. | VARCHAR(16777216) | YES | NULL | |||
CALL_START_TIME | Timestamp of when the call originally started started. | TIMESTAMP_NTZ(6) | NO| NULL | |||
CASE_NUMBER | Sprinklr Case Number associated with the call. | VARCHAR(16777216) | NO | NULL | |||
CONVERSATION_ID | Unique ID associated to the call. | VARCHAR(16777216) | NO | NULL | |||
CUSTOMER_PHONE_NUMBER | Phone number of the customer on the call. | VARCHAR(16777216) | NO | NULL | YES | ||
CALL_TRANSFER_INITIATOR_ID | Sprinklr ID of the user who initiated the transfer. | VARCHAR(16777216) | NO | NULL | |||
CALL_TRANSFER_RECEIVER_ID | Sprinklr ID of the agent who received the transfer. | VARCHAR(16777216) | YES | NULL | |||
SUCCESFUL_WARM_TRANSFER_FLAG | "Flag indicating whether the warm transfer was successfully completed. Succesfully denotes if call was fully transferred to secondary agent. " | BOOLEAN | YES | NULL | |||
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(6) | YES | NULL | |||
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(16777216) | YES | NULL |