Detailed Transfer Extract - Voice
Updated
The detailed transfer extract focuses on call transfer activity within voice interactions. This captures granular transfer-level records generated during voice conversations, providing visibility into how calls are routed, transferred, and received across agents, queues, IVRs, and external destinations.
Each transfer event within a call lifecycle is recorded as a separate entry, enabling detailed tracking of transfer initiation, routing path, receiving entity, timestamps, and success status. In scenarios where multiple transfers occur within a single conversation, the extract reflects each transfer instance separately in a different row.
Purpose
Provide granular transfer-level data for voice interactions.
Enable detailed analysis of call routing behavior and transfer patterns.
Support investigation of operational workflows involving agent-to-agent, queue, IVR, and external transfers.
Enable the identification of excessive transfers, training gaps, and opportunities to improve call resolution paths.
Extract Configuration and Availability
The extract configuration and availability details are listed below:
Extract Attribute | Details |
Channel Split | This is transfer level data, irrespective of inbound or outbound call |
Agent Split | Data available at agent level - bifurcated into 2 details: transfer initiator and receiver (where applicable) |
Granularity | Transfer-level - Each transfer event is recorded as a separate row |
Date Filter | Extract depicts data based on "Call Start Time" of the particular call or Activity Time of the event mentioned |
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: 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 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 | |
Customer Phone Number | Depicts the phone number of the customer associated to the call. | Number | N | |
Customer | Profile name of the customer associated to the case (This can be the name, phone number of profile ID of the customer based on what is captured during case creation) | Number | N | |
Transfer Count | Number of transfers that were initiated by the agent i.e count of any transfer related activity including warm, blind, add to call, IVR transfers etc | 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 | |
Call Transfer Initiator | Details of the user who initiated the transfer. | Varchar | N | |
Call Transfer Initiator ID | Sprinklr ID of the user who has initiated the transfer. | Y | Number | N |
Call Transferred To | Details of where the call was transferred to. (It may include Agent, Queue, IVR, Add to Call, or External.) | Y | Varchar | N |
Type of transfer | Type of transfer initiated - Warm/Blind/Queue/IVR. | Y | Varchar | N |
Transferred Queue Name | Name of the queue the call has been transferred to (in case of queue transfer). | Varchar | "N/A" if Null | |
Transferred Queue ID | Queue ID to which the call was transferred (in case of queue transfer). | Number | "N/A" if Null | |
Transferred IVR Name | Name of the IVR where the call has been transferred (in case of IVR transfer). | Varchar | "N/A" if Null | |
Transferred IVR ID | IVR ID where the call has been transferred (in case of IVR transfer). | Number | "N/A" if Null | |
Call Transfer Receiver (Agent) | Details of the user who received the transfer. In case of direct agent transfers, this will show the user selected while transferring. In case of queue transfers this will show the user connected after the transfer. | Varchar | "N/A" if Null | |
Call Transfer Receiver ID (Agent) | Sprinklr ID of the user based on Call Transfer Receiver (Agent) | Number | "N/A" if Null | |
Call Transfer Receiver (External) | Details of the external transfer phone number (in case of external transfer). | Varchar | "N/A" if Null | |
Transfer Initiated At | Timestamp indicating when the transfer was initiated. | Y | Date | N |
Transferred Picked Up At | Timestamp of when the transfer was received/completed. | Date | "-" if Null | |
Skill Selected While doing Transfer (Csv) | Value(s) of the skill(s) selected on the UI when initiating the transfer, presented as a comma-separated value. | Array | "N/A" if Null | |
Was Transferred Successfully? | A boolean field indicating whether the transfer was successful or failed based on if the agent connected on the call or not. | Boolean | N | |
Was Warm Transferred Successfully? | A boolean field indicating whether the warm transfer was finally completed (i.e after consult the call was completely transferred to the receiver agent). In all other cases, it will show as NA | Boolean | N | |
Final Warm Transfer Time | Timestamp indicating the final transfer time after the consult in cases of warm transfers (i.e after consult the call was completely transferred to the receiver agent). In all other cases, it will show as NA | Timestamp | "-" if Null | |
Agent Transfer Index | This field denotes the order of transfers, i.e. from 1 to n, that is the sequence in which transfers have occurred on the call. | Number | N | |
Warm Cancelled Transfer Timestamp | Timestamp indicating the time when agent canceled the warm transfer | Timestamp | "-" 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:
A single conversation may contain multiple transfer events; each transfer will generate a separate row.
In case of queue transfers where multiple agents connect sequentially, multiple rows may be created corresponding to each agent and queue combination (sequence of transfer can be identified by Transfer Initiated At and Agent Transfer Index fields)
For warm transfers, additional fields such as Final Warm Transfer Time, Was Warm Transferred Successfully?, and Warm Cancelled Transfer Timestamp are populated only where applicable. In other cases, these fields will show as "-".
Transfer types include Warm, Blind, Queue, IVR, Add to Call, and External transfers as reflected in the schema.
Conversation ID remains the primary reference to group multiple transfer events within the same call lifecycle.