VIEW_VOICE_QUEUE_REPORT
Updated
The Voice Queue view provides assignment-level visibility into voice call handling within work queues. Each row represents a single assignment cycle for a call, capturing offered, answered, and abandoned events along with ring time, queue time, talk time, hold time, and wrap time.
The view supports detailed analysis of queue performance, transfers, and agent handling across voice interactions. This view is critical for understanding voice queue congestion, SLA adherence, and call-routing effectiveness.
Below are some of the scenarios where this Report is beneficial:
Voice Queue Performance Analysis: Monitor calls offered, answered, and abandoned, along with queue, ring, talk, hold, and wrap times, to evaluate queue efficiency.
Congestion and Staffing Optimization: Identify high wait times, abandonment patterns, and workload peaks to improve staffing and reduce voice queue congestion.
SLA and Call-Routing Analysis: Assess SLA adherence, transfers, and agent handling patterns to optimize call routing and improve the customer experience.
Field Mapping/ Glossary
The report will include the following information:
Field Name
|
Description
|
Data Type
|
Nullable / Default
|
Is PII Field?
|
Unique Key
|
WORK_ID
|
Unique
|
Varchar
|
No
|
No
|
Yes
|
WORK_QUEUE_ID
|
Identifier of
|
Varchar
|
No
|
No
|
No
|
WORK_QUEUE_ASSIGNMENT_TIMESTAMP
|
Timestamp when
|
Timestamp_LTZ
|
No
|
No
|
No
|
CASE_NUMBER
|
Identifier of
|
Varchar
|
No
|
No
|
No
|
CONVERSATION_ID
|
Identifier of
|
Varchar
|
No
|
No
|
No
|
CUSTOMER_PHONE_NUMBER
|
Phone number of
|
Varchar
|
No
|
Yes
|
No
|
DIRECTION
|
Direction of the
|
Varchar
|
No
|
No
|
No
|
FINAL_SKILLS_COMMA_SEPARATED
|
Final skills
|
Varchar
|
Yes | null
|
No
|
No
|
ORIGINAL_SKILLS_COMMA_SEPARATED
|
Initial skills
|
Varchar
|
Yes | null
|
No
|
No
|
IS_MANUAL_CALL
|
Indicates
|
Varchar
|
Yes | null
|
No
|
No
|
IS_SCHEDULED_CALLBACK
|
Indicates
|
Varchar
|
Yes | null
|
No
|
No
|
WORK_QUEUE_ASSIGNMENT_INTERVAL
|
Duration for
|
Number
|
No
|
No
|
No
|
CALL_START_TIME
|
Timestamp when
|
Timestamp_LTZ
|
No
|
No
|
No
|
AGENT_ID
|
Identifier(s) of
|
Array
|
Yes | []
|
No
|
No
|
BACKUP_QUEUE
|
Backup queue
|
Varchar
|
Yes | null
|
No
|
No
|
CUSTOMER_DIAL_TIME_PER_ASSIGNMENT
|
Time spent
|
Number
|
No
|
No
|
No
|
HANDLE_TIME_PER_ASSIGNMENT
|
Total handle
|
Number
|
No
|
No
|
No
|
HOLD_TIME_PER_ASSIGNMENT
|
Total time the
|
Number
|
No
|
No
|
No
|
MUTE_TIME_PER_ASSIGNMENT
|
Total mute
|
Number
|
No
|
No
|
No
|
PREVIEW_TIME_PER_ASSIGNMENT
|
Time spent
|
Number
|
No
|
No
|
No
|
RING_TIME_PER_ASSIGNMENT
|
Time the call
|
Number
|
No
|
No
|
No
|
TALK_TIME_PER_ASSIGNMENT
|
Total talk time
|
Number
|
No
|
No
|
No
|
TIME_TO_ABANDON_PER_ASSIGNMENT
|
Time taken
|
Number
|
No
|
No
|
No
|
TIME_TO_ANSWER_PER_ASSIGNMENT
|
Time taken to
|
Number
|
No
|
No
|
No
|
ACW_TIME_PER_ASSIGNMENT
|
After Call Work
|
Number
|
No
|
No
|
No
|
HOLD_COUNT_PER_ASSIGNMENT
|
Number of times
|
Number
|
No
|
No
|
No
|
TOTAL_WAIT_TIME_PER_ASSIGNMENT
|
Total waiting
|
Number
|
No
|
No
|
No
|
COUNT_OF_CALLS_FLEW_IN_PER_ASSIGNMENT
|
Number of calls
|
Number
|
No
|
No
|
No
|
COUNT_OF_CALLS_FLEW_OUT_PER_ASSIGNMENT
|
Number of calls
|
Number
|
No
|
No
|
No
|
COUNT_OF_CALLS_ORIGINATED_IN_QUEUE_PER_ASSIGNMENT
|
Number of calls
|
Number
|
No
|
No
|
No
|
NUMBER_OF_CALLS_ABANDONED_IN_QUEUE_PER_ASSIGNMENT
|
Calls abandoned
|
Number
|
No
|
No
|
No
|
NUMBER_OF_CALLS_ABANDONED_WHILE_RINGING
|
Calls abandoned
|
Number
|
No
|
No
|
No
|
TOTAL_CALLS_ABANDONED_PER_ASSIGNMENT
|
Total abandoned
|
Number
|
No
|
No
|
No
|
TOTAL_CALLS_TAKEN_PER_ASSIGNMENT
|
Total calls
|
Number
|
No
|
No
|
No
|
TOTAL_CALLS_PER_ASSIGNMENT
|
Total calls
|
Number
|
No
|
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.