Overview

Sprinklr provides reporting support for WhatsApp Voice Calling, allowing businesses to identify and analyze WhatsApp voice interactions separately from other voice channels.

To help teams better understand call performance across channels, voice reports now include dedicated dimensions that distinguish WhatsApp calls from traditional voice calls and Microsoft Teams calls.

This makes it easier to filter, analyze, and compare voice interactions based on the channel used during the conversation.

Key Benefits

• Track WhatsApp voice call performance separately from other voice channels.

• Compare reporting data across WhatsApp, Voice, and Teams calls.

• Improve visibility into customer communication preferences.

• Build channel-specific dashboards and reports.

• Gain better insights into inbound and outbound customer interactions.

Reporting Dimensions

Call Channel Types

The Call Channel Types dimension identifies the channel used for a voice interaction.

Available Values:

1. WhatsApp

2. Voice Call

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Use this dimension when you want to analyze all voice interactions and understand which channel was used for each call.

Customer Channel Types

The Customer Channel Types dimension identifies the channel used when communicating with customers.

Available Values:

1. WhatsApp

2. Voice

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Use this dimension to filter and analyze customer interactions based on the communication channel.

Supported Reports for WhatsApp Calling

The following reports support the new channel-based reporting dimensions:

1. Voice Work Queue Performance

2. Voice Agent Performance

3. Self Monitoring - Voice

4. Channel Overview - Voice

5. Whisper-Barge In Report

6. Voice Channel Real-Time View

7. Customer Call Detail Extract

8. Voice Agent Performance Extract

9. Callback Extract

10. Detailed Call State Extract

11. Detailed Voice Transfer Extract

Example Use Cases

1. Track WhatsApp Voice Call Volume

   1. Use the Call Channel Types dimension and select WhatsApp to view only WhatsApp voice interactions.

2. Compare Performance Across Channels

   1. Filter reports by:

      1. Voice Call

This helps identify trends and performance differences across communication channels.

3. Analyze Customer Calling Preferences

   1. Use the Customer Channel Types dimension to understand which channels customers use most frequently and monitor adoption of WhatsApp voice calling.

Note:

• Both dimensions default to All Channels.

• Existing reports continue to function without any changes.

• These dimensions are available to help identify and filter interactions by channel type.

• WhatsApp voice calls can now be reported independently from traditional voice and Teams-based voice interactions.