Queue Performance Extract - Voice
Updated
Voice Queue Performance Extract provide detailed, event‑level data about how interactions/ contacts move through queue for voice channels. These datasets capture contact level informations and break down metrics such as wait times, queue positions, transfers, routing decisions, and service levels for each contact offered to the queue. By offering visibility into how customers experience the queue and how efficiently the queue is managed, these extracts help supervisors, analysts, and operations teams evaluate performance, identify bottlenecks, and optimize overall handling capacity.
Purpose
Understand queue load, wait times, long wait times, high abandonment, or repeated rerouting.
Improve staffing and routing decisions by analyzing queue traffic patterns.
Calculate SLA adherence and identify areas requiring operational improvements.
Enhance customer experience by reducing delays and optimizing queue flows.
Extract Configuration & Availability
Below are the details listed for the extract configuration and availability:
Extract Attributes | Status |
Channel Split | This is queue level data, inbound and outbound combined - "Direction" field will give information about it |
Agent Split | Not agent-aggregated |
Granularity | Each row is a granular data of unique contact ID created in the work queue |
Date Filter | Extract depicts data based on "Work Queue Offered Timestamp" of the particular contact |
Update Frequency | Near real-time after the "Work Queue Offered Timestamp" |
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 /Dimension Name | Description | Unique Key | Data Type | Is Null |
Date | Date when the contact entered the work queue. | Timestamp | N | |
Case Number | The ID number associated to the Case Details. | Number | N | |
Case Details | Associated case to the event, which includes the Case subject, Case ID and the Description. | Varchar | N | |
Conversation ID | 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. | 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 | |
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 | |
Work Queue ID | Indicates the unique ID of each associated work queue | Y | Number | N |
Work Queue Offer Timestamp | Indicates the time when work was offered to the work-queue | Y | Timestamp | N |
Contact ID | Unique identifier for the Contact determined by assignment transitions | Y | Number | N |
Contacts Offered | Contacts which are offered to the work queue i.e the contact that entered any work queue. A contact is every case/ call that comes into queue including transfers. | Number | N | |
Contacts Assigned | Contacts which are assigned to the agent post entering the work queue including the dummy/system queue in case of direct assignments. In case of voice, it also considers the calls which were offered to agents but were not accepted by agent. | Number | 0 if Null | |
Contacts Answered | Contacts which are assigned to agent and further replied/answered by agents. In case of voice - answered is calculated when the agent answers the call, and in case of digital - if the agent makes the reply on the case post assignment. | Number | 0 if Null | |
Contact Short Abandoned | Contacts which are abandoned in the work queue within a defined threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the short abandon section. | Number | 0 if Null | |
Contacts Answered within SLA | Contacts which are answered by agents post assignment within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement. The threshold is based on speed of answer. | Number | 0 if Null | |
Service Level Accepted | % of contacts which were answered/accepted by agents within the defined threshold over total contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics " screen. | Varchar | 0 if Null | |
Contact Answer Timestamp | % of contacts which were answered/accepted by agents within the defined threshold over total contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics " screen. | Timestamp | "-" if Null | |
Ring Time | Time take by a contact to get answered or accepted by the agent post the contact is assigned to the agent. | Timestamp | 0 if Null | |
Speed Of Answer | Time taken for a contact to be answered by the agent in the work queue. This is only captured for contacts answered. | Timestamp | 0 if Null | |
Talk Time | Total time that agent and customer were on the call in the particular work queue. | Timestamp | 0 if Null | |
Hold Time | Total hold time that the agent puts the customer on hold in the particular work queue, Hold Time/ Contacts Answered. | Timestamp | 0 if Null | |
ACW Time | Total Time spent filling the ACW after the call has ended. This can include time spent with the ACW on the screen post call, during call or in pending state depending on values selected in "Standard Metrics Screen". | Timestamp | 0 if Null | |
Handle Time | Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time etc depending on the values selected in "Standard Metrics Screen". | Timestamp | 0 if Null | |
Transfer Completed | Count of contacts which are transferred to another work-queue or agent after agent assignment. | Number | 0 if Null | |
Contacts Flew Out | Count of contacts that flew out to another work-queue before getting assigned to an agent. | 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.
Note:
Each row represents a unique Contact ID, corresponding to a single interaction entering a specific work queue, refer to the related article.
A single Conversation ID may generate multiple rows if the interaction moves across multiple work queues (due to transfers or routing changes). The extract is queue-centric and does not provide agent-aggregated metrics.
Metrics such as Contacts Offered, Assigned, Answered, Short Abandoned, and SLA metrics are governed by thresholds configured at the work queue level under Queue Standard Metrics settings.