Detailed Call States Extract
Updated
Detailed Call States Extract captures the detailed call states that a particular voice interaction goes through. It segments and provides granular, each call state-level records representing the different stages a call progresses through during its lifecycle.
Each call generates multiple state events as it moves through various system, routing, agent handling and transfer stages. This extract captures those individual state transitions, along with associated timestamps and contextual identifiers, enabling a step-by-step reconstruction of the call journey from initiation to completion.
Purpose
Provide state-level visibility into call progression.
Enable detailed analysis of call lifecycle behavior across routing and handling stages.
Support operational review of voice interaction handling and lifecycle diagnostics.
Enable timestamp-based analysis of call state transitions.
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | This is call state level data, irrespective of inbound or outbound call |
Agent Split | Not agent-aggregated; state-level records may include agent references where applicable |
Granularity | Call state-level - Each state transition is recorded as a separate row |
Date Filter | Extract depicts data based on "Call Start Time" associated to the particular call |
Update Frequency | 1 min after the Call End Time |
Custom Field Behavior | Custom Fields explicitly not supported. However, these can be mapped from Call Details Extract based on same Case Details |
Data Schema
The schema details are listed below:
Metrics | Definition | 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 States | Indicates the different states that the call goes through in the customer journey including values like customer connected, assigned to agent, agent connected etc | Y | Varchar | N |
Caller for the particular conversation State | Indicates the ID of the caller for the particular call states if it was the IVR, queue, user or any external agent | Y | Number | N |
Call States Actual Time (Timestamp) | Indicates the time for when the particular call state event took place (in timestamp readable format) | Timestamp | N | |
Call States Actual Time (Epoch) | Indicates the epoch time for when the particular call state event took place | Y | Number | N |
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 |
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.
Note:
A single Conversation ID may generate multiple rows, as each call state transition is recorded separately.
The Call States field reflects different lifecycle events such as customer connection, queue assignment, agent connection, and transfer states.
Call States Actual Time (Timestamp) and Call States Actual Time (Epoch) represent the same event time in different formats for flexibility in reporting and system integrations.
The Caller for the particular conversation State field indicates the entity associated with that state event (e.g., IVR, Queue, User, or External Agent).
The Call Count metric represents the total number of inbound and outbound calls processed by the system and may be used for aggregation or summary-level reporting.
The Conversation ID field can be mapped with the same dimension from Call Details Extract, to enrich call-level reporting and information.