Call Details Extract
Updated
Call Detail Extracts captures detailed information about every inbound and outbound call handled within a voice channel. This indicates data from a customer perspective, treating each customer call as one and mapping metrics related to that, where every row is governed by a single conversation ID.
They provide event‑level records that supervisors and analysts can use to assess overall contact centre performance, evaluate operational efficiency, and identify patterns in customer interactions. These extracts typically include call metadata such as conversation ID, call start and end times, and total duration; agent details of all agents included on the call whether in transfers or conferences; call direction; and various interaction events like hold time, transfers, wrap‑up time, and missed or abandoned calls. They will also contain customer identifiers and routing details, along with outcome metrics such as comversation completion codes, and overall call status.
Purpose
Provide granular level data for all the voice interactions from a customer point of view
Enable accurate measurement of contact centre efficiency (handling time, hold time, resolution rate).
Provide a timeline of events within each call for deeper operational analysis.
Support historical analysis, forecasting, and compliance reporting.
Extract Configuration & Availability
Below are the details listed for the extract configuration and availability:
Extract Attributes | Status |
Channel Split | This is voice level data, inbound and outbound combined - "Direction" field will give information about it |
Agent Split | All Engaged Agents provides list of all agents involved on the call |
Granularity | Each row is a granular data of unique conversation ID from a customer point of view |
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 fields exists in the particular extract based on below:
Default Behavior: Case Custom Field: Current Value |
Data Schema
The schema details are listed below:
Metrics /Dimension Name | Description | Unique Key | Data Type | Is Null |
Date | Date 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 |
Call Start Time | Timestamp when the particular call started | Timestamp | N | |
Call End Time | This will indicate the call end or disconnect time irrespective of if agent and customer connected on call. | Timestamp | N | |
Total Call Duration | The field measures the total length of a call i.e. duration between Call Start to Call End Time. | Number | 0 if Null | |
Customer Phone Number | Depicts the phone number of the customer associated to the call. | Number | N | |
Contact Center 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 | |
Voice Application | Name of the voice application configured in the system to receive or dial out the calls of the centre. | 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 | |
First Engaged Agent Name | Name of the first engaged agent on call. Engaged refers to first agent connected & handling the call. In Outbound scenarios - this refers to the agent dialing (manual dialers) & first agent who accepted the call offer (preview/predictive dialers) | Varchar | "N/A" if Null | |
All Engaged Agents (List) | List of names of all agents who participated on the call. | Array | "N/A" if Null | |
First Queue Time Call | Duration between Queue Entry & Queue Removal. Only of the first Work Queue | Number | 0 if Null | |
First Ring Time Call | Time spent by the call ringing on the first agent's console after requesting for an agent | Number | 0 if Null | |
Total Queue Time (Call) | Time spent by the call in the first queue before that requesting for an agent | Number | 0 if Null | |
Ring Time Call | 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 | |
Total Wait Time | Total time a customer had to wait before the call was either answered or abandoned by the agent/ customer. This is a sum of time spent in queue and time the call was ringing on the agent console (if requested for the agent) | Number | 0 if Null | |
Speed of Answer | Total time customer had to wait before the call was answered by an agent. It includes both the time spent in the queue and the time the call rang on the first agent's console before being answered. This is calculated only for "inbound calls" where both the agent and customer were connected and excludes any time associated with call transfers | Number | 0 if Null | |
Total Talk Time (Call) | Total time spent in talking | Number | 0 if Null | |
Total Hold Time (Call) | Total time for which customer was put on hold | Number | 0 if Null | |
Total ACW Time (Call) | Time spent filling the ACW based on values selected in "Standard Metrics" screen | Number | 0 if Null | |
Total Handle Time | 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 (Call) | 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 | Total time spent by the agent preparing before the manual call. | Number | 0 if Null | |
Total Preview Time (Call) | Indicates the preview time spent by the agent on call in cases of outbound call. | Number | 0 if Null | |
IVR & VoiceBot Time | Total time spent by the customer in IVR and VoiceBot flows. | Number | 0 if Null | |
Total Mute Time (Call) | Total time call was put on mute for the customer | Number | 0 if Null | |
IVR | Name of the IVR in which the call landed. | Varchar | "N/A" if Null | |
Language (Call) | Indicates the language selected by the customer in the IVR during the call. If no new selection is made by the customer, it shows the preferred language stored at the profile level (based on their phone number); in cases where language is selected during the call, it shows the most recent selection. | Varchar | "N/A" if Null | |
Initial Work Queue | Depicts the name of the initial work queue where the call went in. | Varchar | "N/A" if Null | |
Final Work Queue | Depicts the name of the final work queue where the call went through. In case call was never transferred -> this field will be the same as initial work queue. | Varchar | "N/A" if Null | |
All Work Queues (Comma Separated) | The name of the Work Queue to which the particular call was assigned to/ entered. In case the call transfers to multiple queues and multiple agents connected, this will give the list in comma separated format. | Array | "N/A" if Null | |
Call Count | Total number of calls that came into the system or were dialed out by the system. Its a sum of both inbound and outbound calls. | Number | N | |
Calls Requested For an Agent | Measures the number of calls which were requested for an agent including both inbound and outbound calls | Number | 0 if Null | |
Calls Abandoned in Queue | Number of calls that entered in the queue and abandoned before being connected with the agent. | Number | 0 if Null | |
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 | |
Total Customer Abandons | Total number of calls where customer abandoned the call before the agent was connected on the call including for both inbound and outbound calls. | Number | 0 if Null | |
Abandon Time | Measures the total time a customer waited before an "inbound call" was abandoned-either by the customer hanging up before speaking to an agent or agent declining the call. This includes time spent in the queue and, if applicable, the time the call rang on the first agent?s console. This is calculated only for inbound calls. | Number | 0 if Null | |
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 | Indicated the dialer type of the call including values like: preview, manual, agent, callback etc | Varchar | "N/A" if Null | |
Is Manual Call? | Indicated the dialer type of the call including values like: preview, manual, agent, callback etc. | Boolean | N | |
Is Scheduled Callback? | Boolean field indicating if the call was a scheduled callback or not. | Boolean | N | |
Total Transfers Initiated (Blind/Warm)(Call) | Count of total warm and blind transfers initiated on this call. | Number | 0 if Null | |
Total Transfers Connected (Call) | Count of blind and warm transfers which were connected with the transferred agent as well. | Number | 0 if Null | |
Total Blind Transfers Connected (Call) | Count of blind transfers which were connected with the transferred agent as well. | Number | 0 if Null | |
Total Warm Transfers Connected (Call) | Count of warm transfers which were connected with the transferred agent as well. | Number | 0 if Null | |
Total Consult Count | Count of times a consult has been initiated on the call where 2 agents are in conversation and customer is put to hold. (It can initiated via warm transfers or add to call feature). | Number | 0 if Null | |
Total Consult Time (Call) | 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. | Number | 0 if Null | |
Time Taken Since Last Call | Measures the time difference between two consecutive calls from the same customer based on phone number. It calculates the duration between the end of the first call (Call A) and the start of the second call (Call B) and associates this time interval with the unique identifier (ID) of Call B. | Number | 0 if Null | |
Time Until Next Call | Measures the time difference between two consecutive calls from the same customer based on phone number. It calculates the duration between the end of the first call (Call A) and the start of the second call (Call B) and associates this time interval with the unique identifier (ID) of Call A. | Number | 0 if Null | |
Hold Count | Number of times customer was put on hold | Number | 0 if Null | |
Mute Count (Call) | Number of times an agent has put themselves mute on call. If multiple Agents are present on call - unless all Agents are on Mute, would not be counted against the call. | Number | 0 if Null | |
Call Disconnection Stage | States the stage at which the call got disconnected. (If it has disconnected in the IVR/ Queue/ after agent connection). | Varchar | "N/A" if Null | |
Sub Disconnection Type | Indicates the details of the disconnections associated on the call. | Varchar | "N/A" if Null | |
Disconnection Type | Indicates the type of disconnection if it was system, agent or remote disconnection. | Varchar | "N/A" if Null | |
Conversation Disconnection Reason | Indicates the detailed reason as to why the particular call was disconnected. | Varchar | "N/A" if Null | |
Dead Air Time | Total time where there was silence during a customer interaction, as in neither customer nor the agent were speaking. In conference or consult scenarios, all Agents on call must be silent. | 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 | |
External Transfers Initiated (Call) | 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 | |
External Transfers Connected (Call) | 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 | |
External In-Call Time With Agent (Call) | Measures the total time the external party was connected to the call, either in a consult with a Sprinklr agent or in a conference including both the customer and the Sprinklr agent. | Number | 0 if Null | |
Conference Count | Number of times the conference was initiated on the call. If multiple conference was done on a single call, it will calculate multiple times. It is based on conferences done by add to call or warm transfers on the system i.e excludes the IVR and external conferences. | Number | 0 if Null | |
Total Conference Time (Call) | 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). | Number | 0 if Null | |
IVR Conference Count | Number of times the IVR was added as a conference to the call. In case IVR is conferenced multiple times, it will calculate multiple times. | Number | 0 if Null | |
IVR Conference Time (Call) | Measures the total time customer was on conference with the IVR and the agent. | Number | 0 if Null | |
IVR Transfer Count | Total times the call was transferred to IVR by the agent whether via warm or blind transfer. | Number | 0 if Null | |
Campaign | Name of the Campaign associated to the call | Varchar | "N/A" if Null | |
Scheduled Callback Task ID | The scheduled callback task ID associated to the call. | Varchar | "N/A" 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 Conversation ID, capturing the complete lifecycle of a call from a customer perspective.
Even if multiple agents, transfers, or conferences occur, all metrics are consolidated at the conversation level.
Speed of Answer and Abandon Time apply only to inbound calls, as defined in the schema.