Agent Performance Extract - Voice
Updated
The Agent Voice Performance extract focuses on agent-level performance for all the voice interactions. Each row represents a unique agent interaction or attempt and includes offered, answered details along with talk time, hold time, ACW (wrap), transfers, and call outcomes. These fields enable the calculation of key KPIs, such as AHT and productivity metrics, using standard sprinklr logic.
The data can be aggregated by agent, conversation, or time period to produce performance views equivalent to in-platform voice reports. This view enables teams to evaluate agent efficiency, support billing and scorecards, and identify coaching opportunities based on real call-handling behavior.
Purpose
Provide granular call-level data for each agent interaction.
Enable supervisors & data warehouse teams to track performance metrics across inbound and outbound calls.
Support custom reporting and visualization using the extracts.
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | This is voice level data, inbound and outbound combined - "Direction" field will give information about it |
Agent Split | Agent ID provides the split of all conversations handled by the particular agent |
Granularity | Each row is a granular data at combination of unique conversation ID and agent ID who worked on the particular call |
Date Filter | Extract depicts data based on "Call End Time" of the particular call |
Update Frequency | 1 min after the "Call End Time" |
Custom Field Behavior | Custom Fields by default are not added in this extract but feasibility of custom field exists in the particular extract based on below:
Default Behavior: 1. Case Custom Field: Current Value 2. User Custom Field: Current Value |
Data Schema
The schema details are listed below:
Metrics | Definition | Unique Key | Data Type | Is Null |
Date | Date Timestamp on which event occurred. | Timestamp | N | |
Case Details | An associated case to the event, which includes the Case subject, Case ID and the Description. | Varchar | N | |
Case Number | The ID number associated to the Case Details. | Number | N | |
Conversation ID | Unique ID associated with that particular call. (There can be multiple calls associated to a case, and each call will have a separate and unique conversation ID). | Y | Varchar | N |
Direction | Indicates the direction of the call with respect to the customer. If the call is dialed in by customer it will be termed as inbound and if the call is dialed out by the sprinklr agent it will be termed as outbound. | Varchar | N | |
Customer Phone Number | Depicts the phone number of the customer associated to the call. | Number | N | |
Contact Centre Phone Number | This will indicate the contact centre phone number from where the call is initiated (outbound - manual/ preview) or where the call is received (inbound and outbound predictive). | Number | N | |
Agent | The sprinklr user for whom the report is being generated. | Varchar | N | |
Agent ID | The sprinklr user ID for whom the report is being generated. | Y | Number | N |
Work Queue | The name of the Work Queue of which the particular call assigned to the agent was a part of or assigned from. In case the call transfers and multiple agents connected on the call, this will create multiple rows corresponding to each queue and agent combination. | Varchar | N | |
Number of Offered Calls | Number of calls which were offered to the agent inc both inbound and outbound calls. | Number | N | |
Number of Connected Calls | Number of calls where agent and customer both connected on the call including inbound and outbound calls dialed. | Number | 0 if Null | |
Number of Abandoned Calls | Number of abandoned calls where customer didn't connect in case of outbound calls and agent didn't connect in case of inbound calls post offer was made to the agent. | Number | 0 if Null | |
Total Queue Time (Agent) | Time spent by the call in queue before that agent's assignment. | Number | 0 if Null | |
Ring Time (Agent) | Time spent by agent to connect on the call post the offer was made to the agent in case of both outbound and inbound calls. | Number | 0 if Null | |
Talk Time (Agent) | Total talk time of the agents on the calls. | Number | 0 if Null | |
Hold Time (Agent) | Total time for which customer was put on hold. | Number | 0 if Null | |
ACW Time (Agent) | Time spent filling the ACW by the agent based on values selected in "Standard Metrics Screen". | Number | 0 if Null | |
Handle Time (Agent) | Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc based on metrics selected in the "Standard Metrics Screen". | Number | 0 if Null | |
Customer Dial Time (Agent) | Time spent by the agent on the outbound call when its ringing to the customer i.e agent is connected and waiting for customer to join the calls (in case of manual, preview calls). | Number | 0 if Null | |
Manual Call Pre-Call Prep Time (Agent) | Total time spent by the agent preparing before the manual call. | Number | 0 if Null | |
Preview Time (Agent) | Indicates the preview time spent by the agent on call in cases of outbound call. | Number | 0 if Null | |
Mute Time (Agent) | Total time call was put on mute by the agent. | Number | 0 if Null | |
Transfers Initiated (Blind/Warm) | Total number of warm and blind transfers initiated by the agent on the call to queue or directly to the agent. | Number | 0 if Null | |
Blind Transfers Initiated | Total number of blind transfers iniatied by the agent on the call inc both the transfer directly to agent or to the queue | Number | 0 if Null | |
Warm Transfers Initiated | Total number of warm transfers iniatied by the agent on the call inc both the transfer directly to agent (irrespective of if the call was answered by agent or not) or to the queue. | Number | 0 if Null | |
Transfers Received (Blind/Warm) | Total number of warm and blind transfers received by the agent on the call i.e for warm transfer -> the call rang on the agent console irrespective of if the call was accepted by the agent later or not and for blind transfer -> call was accepted and connected post the ring on agent console. | Number | 0 if Null | |
Blind Transfers Received | Total number of blind transfers received by the agent on the call and also accepted by the agent (will be counted only if the agent is connected). | Number | 0 if Null | |
Warm Transfers Received | Total number of warm transfers received by the agent on the call i.e it gets counted if either the call rings on agent console or agent connects on the call (consult call) or agent is successfully transferred the full control of the call (successful transfer call). | Number | 0 if Null | |
IVR Transfer Initiated | Total IVR transfers which an agent initiated. | Number | 0 if Null | |
External Transfers Initiated (Agent) | Number of times an external user or number is added to an ongoing call, either through the 'Add to Call' feature or via 'Transfer'. Note: This metric is counted at the time of initiation, regardless of whether the external party successfully connects or not. | Number | 0 if Null | |
Consult Transfers Initiated | Count of warm transfers initiated by the agent that resulted in a consult call - where two agents are on the line and the customer is on hold. This includes cases where the second agent didn't join or the call wasn't transferred over after consult. | Number | 0 if Null | |
Consult Transfers Received | Count of warm transfers received and connected by the agent that resulted in a consult call - where two agents are on the line and customer is on hold. | Number | 0 if Null | |
Total Consult Time (Agent) | Time of consult between the agents during the consult call (It can initiated via warm transfers or add to call feature) when both the agents are connected. It will be shown for both the agents on the consult call. | Number | 0 if Null | |
Successful Warm Transfers Initiated | Warm transfer initiated where the final/ complete control of call was provided to another agent. | Number | 0 if Null | |
Successful Warm Transfers Received | Warm transfer received where the final/ complete control of call was provided to another agent. | Number | 0 if Null | |
Conversation Completion Status | This specify about the status of the call after it ends. For example - AGENT_NO_ANSWER, CUSTOMER_REJECTED, COMPLETED etc. | Varchar | N | |
Is ACW Submitted? | Boolean field indicating if the ACW has been Submitted or not (this includes Agent & System submissions). | Boolean | N | |
Dialer Profile | Name of the dialer profile used for dialing the outbound calls. In case of inbound calls, it depicts N/A. | Varchar | "N/A" if Null | |
Dialer Type | Shows in case of outbound calls - the type of the call like predictive, progressive, external, acw callbacks, callbacks and so on. In case of inbound calls it shows a blank. | Varchar | "N/A" if Null | |
Is Manual Call? | Boolean field indicating True if the particular call is a manual call or not. | Boolean | N | |
Is Scheduled Callback? | Boolean field indicating if the call was a scheduled callback or not. | Boolean | N | |
Hold Count (Agent) | Number of times customer was put on hold for the call by an agent. | Number | 0 if Null | |
Mute Count (Agent) | Total number of times an Agent puts themselves on Mute, attributed to each Agent. If an Agent puts themselves on Mute multiple times on a call - each instance would be counted. | Number | 0 if Null | |
Conference Initiated Count | Count of times agent has initiated a conference with another agent (It can be initiated either via warm transfers or add to call invites). This will exclude any IVR and external conferences on the call. | Number | 0 if Null | |
Conference Connected Count | Count of times agent has been connected on a conference with another agent (It can be initiated either via warm transfers or add to call invites). This will exclude any IVR and external conferences on the call. | Number | 0 if Null | |
Conference Time (Agent) | Time spent by agents and customer on the conference call at the same time. This will exclude any IVR and external conferences on the call (talk time of all the parties in conference and will be added for both the agents). | Number | 0 if Null | |
IVR Conference Count | Number of times the IVR was added as a conference to the call by the particular agent. In case IVR is conferenced multiple times, it will calculate multiple times. | Number | 0 if Null | |
IVR Conference Time (Agent) | Measures the total time agent was on conference with the customer and IVR at the same time. | Number | 0 if Null | |
External Transfers Connected (Agent) | Number of times an external user or number is successfully added to an ongoing call as a conference or consult (can be further transferred as well). Note: This is counted only when the external party is connected to the call, whether added via the 'Add to Call' feature or through a 'Transfer'. | Number | 0 if Null | |
Agent In-Call Time With External | Measures the total time agent was connected to the call with the external party present, either in a consult or in a conference including the customer. | Number | 0 if Null | |
Call Disposition Plan ID | Depicts the name of the disposition form or ACW form configured and filled by the particular agent. | Y | Varchar | "N/A" if Null |
Call Disposition | Depicts the disposition field that is filled by the agent while filling the ACW or Disposition Form. | Y | Varchar | "N/A" if Null |
Call Sub-Disposition | Depicts the sub-disposition that is filled by the agent while filling the ACW or Disposition Form. | Varchar | "N/A" if Null | |
ACW Extensions Taken | Number of ACW Extensions Taken on that particular call. Used for reporting when ACW Extension feature has been configured. | Number | 0 if Null | |
ACW Triggered At | Timestamp at which the ACW for the particular call was triggered. | Timestamp | "-" if Null | |
ACW Submitted At | Timestamp at which the ACW for the particular call was submitted. | Timestamp | "-" if Null | |
ACW Submission Reason | Indicates the submission reason for ACW: "Submitted by Agent", "Auto-wrapped", "Submitted by System", etc.. | Varchar | "N/A" if Null | |
Call Disconnection Reason (Agent) | Disconnection reason for why agent disconnected the call, contains values like: Participant Requested Disconnect, Customer Disconnected. | Varchar | N | |
Is Disconnected by Agent? | Boolean field indicating True if the call was disconnected by the agent on the call. | Boolean | N | |
Dead Air Time | Total time where there was silence during a customer interaction, i.e. neither customer nor the agent were speaking - attributed to the Agent connected on call. In conference scenarios, will be attributed to all Agents on call. | Number | 0 if Null | |
Dead Air after Agent Speech | Total duration of silence that occurs after the agent finishes speaking until either the agent or the customer speaks again. Calculated as the time difference between the end timestamp of the agent’s last transcript and the start timestamp of the next transcript (agent or customer). Only silences longer than the defined dead-air threshold are included in this metric. | Number | 0 if Null | |
Dead Air after Customer Speech | Total duration of silence that occurs after the customer finishes speaking until either the customer or the agent speaks again. Calculated as the time difference between the end timestamp of the customer’s last transcript and the start timestamp of the next transcript (customer or agent). Only silences longer than the defined dead-air threshold are included in this metric. | Number | 0 if Null |
Data Settings
Reporting Preferences allow users to customize the default formats for specific metric types. These preferences are applied at the user level. If no changes are made, the system will continue to honor the following defaults:
Default Timestamp Format: MM DD, YYYY, HH:MM AM/PM - Eg: Jan 15, 2026, 12:36 AM
Default Time Duration Format: HH (h) MM (min) SS (s) - Eg: 3h 02m 35s
For more details, refer to the related article.
When Custom Fields are added in an Extract, they must be treated as Unique Key during calculations to ensure accuracy and consistency.
Note:
Each row represents a unique combination of Conversation ID and Agent ID, with performance metrics consolidated at this level.
In cases where a single call is assigned to the same agent multiple times during its lifecycle, the extract consolidates all performance metrics into a single row for that agent and conversation.
Metrics and data may appear duplicated across Call Disposition Plan ID, Call Disposition, and Call Sub-Disposition in scenarios where:
An agent submits multiple dispositions for a single call
The configured disposition plan contains multiple sub-dispositions.
These are expected structural outcomes because the metrics and data remains the same for a unique combination of conversation ID and agent ID.
The Agent ID field can be mapped with the same dimension from Agent Skill Extract, to enrich agent-level reporting with agent skills and proficiency attributes.