Reports Manual of Ameyo 4.

11 GA
Ameyo 4.11 GA Reports Manual

Table of Contents

1. Document Versioning.................................................................................................................. 4

2. Introduction .................................................................................................................................. 5

3. Voice Reports................................................................................................................................ 6

3.1 ACD Abandon Call Detail ..................................................................................................... 6

3.2 ACD Abandon Call Summary Report ................................................................................. 9

3.3 ACD Call Details ..................................................................................................................10

3.4 ACD Call Interval Summary Report ..................................................................................15

3.5 ACD Call Summary Report ................................................................................................22

3.6 Agent Productivity Interval Summary Report.................................................................30

3.7 Agent Productivity Summary Report ...............................................................................38

3.8 Agent Session Details.........................................................................................................47

3.9 Call Details Report ..............................................................................................................50

3.10 Call Distribution Interval Summary..............................................................................55

3.11 Call Distribution Report .................................................................................................61

3.12 Call History Report .........................................................................................................66

3.13 Lead Penetration Report ...............................................................................................72

3.14 Queue Performance Report..........................................................................................75

3.15 Conference Report .........................................................................................................79

3.16 Supervisor Group Manager QA Productivity Summary Report ...............................81

4. Chat Reports ...............................................................................................................................85

4.1 Agent Chat Report ..............................................................................................................85

4.2 Chat Agent Productivity Report ........................................................................................88

4.3 Chat Channel Report ..........................................................................................................90

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4.4 Chat Detail Report ..............................................................................................................93

5. Interaction Reports ....................................................................................................................96

5.1 Feedback Report.................................................................................................................96

5.2 Interaction Activity Daily Report .................................................................................... 100

5.3 Interaction Details Report .............................................................................................. 102

5.4 Interaction Service Level Report.................................................................................... 105

5.5 Transition Daily Report ................................................................................................... 107

6. CRM Reports ............................................................................................................................ 110

6.1 CRM Details Report ......................................................................................................... 110

6.2 CRM Lead Details Report................................................................................................ 117

7. Group Agent Reports ............................................................................................................. 124

7.1 Group Agent Productivity Interval Summary Report ................................................. 124

7.2 Group Agent Productivity Summary Report ................................................................ 131

7.3 Group Agent Session Details ......................................................................................... 142

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1. Document Versioning

Version Date Purpose Author

4.11.1-RM 25-Jan-2020 First Draft Saurabh Goyal

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Ameyo 4.11 GA Reports Manual

2. Introduction

This document introduces to the definition of the reports included in Ameyo Archiving and

Reporting Tool (ART) and the definitions of the columns in these reports. Majorly the reports

can be divided into the following three categories. Click any link to know more about the

same.

1. Voice Reports

2. Chat Reports

3. Interaction Reports

4. CRM Reports

5. Group Agent Reports

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3. Voice Reports

Ameyo Archiving and Reporting Tool (ART) contains the following reports for Voice

Campaigns.

1. ACD Abandon Call Detail Report

2. ACD Abandon Call Summary Report

3. ACD Call Details Report

4. ACD Call Interval Summary Report

5. ACD Call Summary Report

6. Agent Productivity Interval Summary Report

7. Agent Productivity Summary Report

8. Agent Session Details Report

9. Call Details Report

10. Call Distribution Interval Report

11. Call Distribution Report

12. Call History Report

13. Lead Penetration Report

14. Queue Performance Report

15. Conference Report

16. Supervisor QA Group Manager Productivity Summary Report

3.1 ACD Abandon Call Detail

This report provides detailed information on all inbound or transferred to campaign calls that

have been abandoned at the ACD (queue).

Column Name Data Type Definition

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(Only for Central ART Setup) It shows the setup ID of the

Setup ID String
Ameyo Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of

Setup Name String
Ameyo Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Date and
Call Time It shows the date and time when the call was missed.
Time

Campaign ID String It is the name of the campaign in which the calls are received.

Campaign It is the name of the campaign in which the call was

String
Name abandoned.

Queue ID String It is the ID of the queue in which the call was abandoned.

Queue Name String It is the name of the queue in which the call was abandoned.

Call ID String It is the ID of the call that has been abandoned.

Phone String It is the phone number from which the call has been made.

System It shows the system disposition with which the call has been
String
Disposition disposed of.

IVR Time Duration It is the time duration spent by the customer in IVR.

Total ACD Wait It is the time duration for which the customer had waited in
Duration
Time the current queue before the call was abandoned.

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If the call has been transferred to multiple queues before

being abandoned, then the wait time of the last queue where

it was abandoned will be displayed only.

It is the total time duration for which a call has waited in the

ACD Wait time multiple queues before being abandoned.

Duration
in Queue It includes the wait time of every queue in which it was

transferred before being abandoned.

It shows the format of the phone number which was displayed

Display Phone String
to the agent while calling the customer.

It shows the unique identifier of the call. It is used when the

Unique
String number masking is enabled to hide the customer's phone
Identifier
number at the agent's end.

Other Filter It shows the name of the Other Filter Groups in which the call
String
Groups is associated.

Applied filter It shows the name of the Filter Group which has been
String
group applied/used during the call.

It shows the name of the Table Filter which has been used
Table Filters String
during the call.

If the call is being ReACD in the same queue, then it also includes that time for which the call

was in queue in the following columns.

• ACD Wait TIme in Queue

• Total ACD Wait Time

• Avg ACD Wait Time In Queue

• Total Abandoned After Target

• Average Wait TIme

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3.2 ACD Abandon Call Summary Report

This report provides detailed information on all inbound or transferred to campaign calls that

have been abandoned at the ACD (queue). It shows the data of all queues in the campaign.

Column Data
Definition
Name Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which is
Setup ID String
used for calling.

Setup (Only for Central ART Setup) It shows the unique name of Ameyo Server, which is
String
Name used for calling.

Campaig
String It is the name of the campaign in which the call was abandoned.
n Name

Queue
String It is the name of the queue in which the call was abandoned at last.
Name

Abandon
Number It is the total number of calls abandoned at ACD in the campaign.
at ACD

It is the average amount of time spent by a call in the IVR just before it was

Avg. IVR abandoned.

Duration
Time If a call has been transferred to IVR multiple times, then the time spent by that call

in the IVR before it dropped in a queue will be counted only.

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It is the average of total time spent by the calls in the last queue where it was

abandoned.

It is equal to the total wait time spent by all abandoned calls in the last queue

before being abandoned divided by the total number of abandoned calls in that

queue.
Avg. ACD

Wait
Duration
Time In

Queue
Figure: Average Queue Wait Time of Abandoned Calls in Queue

If a call has been transferred to the multiple queues without being answered

anywhere, then the wait time of the last queue where it was abandoned will be

counted only.

It is the average wait time of all calls in the campaign before it was abandoned.

It is equal to the total wait time spent by all abandoned calls in the campaign

divided by the total number of abandoned calls in the campaign.

Avg. Wait
Duration
Time

Figure: Average Wait Time of Abandoned Calls in Campaign

3.3 ACD Call Details

This report provides detailed information on all inbound or transferred to campaign calls

that have reached the ACD (queue). It shows the queue-specific data. If a call has been

answered in one queue, then here that call will be displayed in that queue only even if it has

been transferred and disposed of in another queue.

Also, if a call has not been answered in the first queue and has been transferred to another

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queue after reaching a timeout and has been answered there, then here the call will be

displayed in the last queue where it was answered.

Column Data
Definition
Name Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo
Setup ID String
Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of Ameyo
Setup Name String
Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Campaign
String It is the name of the campaign in which the calls are being made.
Name

It is the customer's phone number from which the call has been
Phone String
received.

It is the DID number upon which the customer has reached to the
DNIS String
organization.

It shows the type of call. It can have any of the following values.

• inbound.call.dial: It specifies the call that has been dialed

in an inbound campaign.

Call Type String • outbound.auto.dial: It specifies the call that has been

auto-dialed in an outbound campaign.

• outbound.callback.dial: It specifies the call that is a

callback in the outbound campaign.

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• outbound.auto.preview.dial: It specifies the call that has

been dialed through Automatic Preview in an outbound

campaign.

• transferred.to.campaign.dial: It specifies the call that

has been transferred to this campaign.

• outbound.manual.dial: It specifies the call that has been

dialed manually in an outbound campaign.

• click.to.call.dial: It specifies the call that has been

generated by click on the customer's phone number on its

page.

It is the ID of the received call. For transferred calls a new call Id

Call ID String
will be generated.

Answered/ It shows "Answered" for those calls that have been answered, and
String
Hangup "Hangup" for those calls that have been hanged up at ACD/IVR.

Date and It shows the date and time at which the call arrived at the Contact
Call Time
Time Center.

Queue ID String It is the ID of the queue in which the call has been received.

Queue It is the name of the queue in which the call has been received.
String
Name For campaign calls, it will remain blank in case of campaign calls.

It is the time duration for which the customer has waited in the

current queue before the call has been answered by the user.
Wait Time at
String If the call has been transferred to multiple queues before being
ACD
answered, then the wait time of the last queue where it was

answered will be displayed only.

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It is the total time duration for which a call has waited in the

multiple queues before the call has been answered finally.

It includes the wait time of every queue in which it was transferred

String
Total Wait
before being answered.
Time
If the call is being ReACD in the same queue, then it also includes

that time for which the call was in queue.

It shows the hang-up details for this call, which has been provided

by the telecom provider. It's possible that values are listed

hereinbelow.

• user_HANGUP_UI

• SYSTEM_HANGUP
Hangup
String
Details • CUSTOMER_HANGUP_UI

• CUSTOMER_HANGUP_PHONE

• user_HANGUP_PHONE

• SYSTEM_MEDIA

• user_CANCELLED_PREVIEW

Customer It is the total time spent by the customer on hold by the users. It

Hold Duration is the sum of all the hold duration, if the call has been handled by

Duration multiple users.

Actual It shows the name of the actual channel of a call consumed on the
String
Channel communication application.

It shows the name of the user who has answered the call initially.

Username String If the call is attended by multiple users, then it shows only the

name of the first user.

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User Call-Leg Time (User Setup Time) is the time duration starting

from the time when the communication application takes the

User Setup
Duration extension number of the first user to dial till the time when the
Time
user's extension rings. It will not be applicable in case of the

manual dial of a phone number.

User Ringing
Duration It is the ringing time of the first user who answered the call.
Time

User Talk It is the amount of time spent by the first user on the call who has
Duration
Time answered the call. It also includes the hold time.

User Hold It is the time spent by the customer on hold by the first user who
Duration
Duration has answered the call.

Cumulative
It is the total talk time of all users involved in handling a call even
User Talk Duration
if they have attended it in the different queues.
Time

ACW stands for After Call Work. It is the time duration spent by
ACW
Duration the first user (who had answered the call) between the call
Duration
disconnection and its disposition.

User
It is the disposition code selected by the first user (who had
Disposition Time
answered the call) to dispose of the call.
Code

Call Notes String It shows the notes of the agent submitted during the call.

Display It shows the format of the phone number which was displayed to
String
Phone the agent while calling the customer.

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It shows the unique identifier of the call. It is used when the

Unique
String number masking is enabled to hide the customer's phone number
Identifier
at the agent's end.

Other Filter It shows the name of the Other Filter Groups in which the call is
String
Groups associated.

Applied filter It shows the name of the Filter Group which has been
String
group applied/used during the call.

It shows the name of the Table Filter which has been used during
Table Filters String
the call.

3.4 ACD Call Interval Summary Report

This report summarizes information of all inbound or transferred to campaign calls that have

reached the ACD (queue) between a user-specified interval.

Column
Data Type Definition
Name

Setup ID String (Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which is used for calling.

Setup
String (Only for Central ART Setup) It shows the unique name of Ameyo Server, which is used for calling.
Name

Interval
Time It is the time specified by the user when the data collection interval to generate this report starts.
Start

Interval
Time It is the time specified by the user when the data collection interval to generate this report ends.
End

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Process
String It is the name of the process in which the calls are being received.
Name

Campaign
String It is the name of the campaign in which the calls are being received.
Name

Queue
String It is the name of the queue in which the calls are being received.
Name

It is the sum of Total Connected Calls (sum of all Inbound Calls and Transfer to Campaign

calls), Total Abandon the calls at ACD, and Total Abandon at Ringing Calls in the queue in the
Total specified interval.
Received Number

Calls

Figure: Total Received Calls in the interval

Total

Connected Number It is the total number of calls answered and disposed of by the users in the specified interval.

Calls

It is the total number of abandoned calls in the specified interval after reaching ACD. It is equal to the sum

of Total Abandoned Calls at ACD and Total Abandoned Calls at Ringing.

Total

Abandoned
Number
Calls at

ACD
Figure: Total Abandoned Calls after reaching ACD

It does not include the Total Abandoned Calls at IVR.

Total
It is the total number of calls in the specified interval that have been answered in the entire campaign in
Connected Number
the target wait time. Here, the total wait time of the entire campaign is considered.
In Target

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Total

Connected

Calls at Number It is the total number of calls answered and disposed of at ACD by the users in the specified interval.

ACD in

Target

Total

Connected It is the total number of calls in the specified interval that have been answered in the entire campaign after
Number
After exceeding the target wait time. Here, the total wait time of the entire campaign is considered.

Target

Total

Connected
It is the total number of calls in the specified interval that have been answered at ACD (at the queue-level)
Calls at Number
after exceeding the target wait time. Here, the total wait of the queue level is considered.
ACD After

Target

SLA percentage is equal to the total connected calls within the threshold after reaching the Automatic Call

Distribution (ACD) divided by the total number of received calls that reaches ACD.

In this report, the short calls are not considered in SLA Percentage.

SLA Calculation

SLA% Percentage
Figure: Calculation of SLA

Figure: Detailed Calculation of SLA

Definitions:

Following are the definitions of metrics used in the above calculation.

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• Threshold: The default threshold is 20 seconds but the administrator can change it in the

Administrator Console.

• ACD: It is a standard term that means Automatic Call Distributor, which is a sophisticated system

to answer and route inbound calls to the user-defined agents automatically.

• Total Received Calls: It is the sum of Total Answered Calls (sum of all Inbound Calls and Transfer

to Campaign calls), Total Abandon Calls at ACD, and Total Abandon at Ringing Calls.

Figure: Calculation of Total Received Calls

• Total Answered Calls: It is the total number of calls answered by the Agents including both

Inbound Calls and Transfer to Campaign calls.

• Total Abandon Calls at ACD: It is the total number of calls that are disconnected by the customer

while waiting for the agent.

• Total Abandon Ringing Calls: It is the total number of calls that are disconnected when the phone

of the agent (assigned to that call) is ringing.

Special Cases:

• Short calls (customer talk time <10 sec) are considered in Abandon calls at ACD as well in

Connected calls.

• Cumulative wait time is considered in the campaign for re-ACD cases. For example, if the call is

routed to different queue on timeout(when all the staffed agents are busy handling the calls) then

the wait time calculated is the sum of the wait time of all the queues via which the call is routed.

Answered Answered Percentage is equal to the count of calls answered divided by the total calls which were first
Percentage
% answered or last dropped in this campaign.

Total

Abandoned It is the total calls in the specified interval whose total talk time is 0 and wait time is less than the configured
Number
Before threshold in that campaign.

Target

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Total

Abandoned
It is the total calls in the specified interval that have been abandoned at ACD before reaching the total wait
Calls at Number
time of the queue.
ACD in

Target

Total

Abandoned It is the total calls in the specified interval that have been abandoned in the campaign after exceeding the
Number
After total wait time of the campaign.

Target

Total

Abandoned
It is the total calls in the specified interval that have been abandoned at ACD after exceeding the total wait
Calls at Number
time of the queue.
ACD After

Target

Abandoned Percentage is equal to the total calls abandoned at the last ACD divided by the total received

calls at that ACD queue in the specified interval.

Abandoned
Percentage Figure: Calculation of Abandoned Percentage
%

Here, Total Received Calls at the queue includes both inbound calls and Transfer to Campaign calls.

Figure: Detailed Calculation of Abandoned Calls Percentage

Abandoned

Call on Number It is the number of calls that were abandoned while the user's phone was ringing in the specified interval.

Agent

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Total Short It is the total number of calls (in the specified interval) in a queue where they were first answered and has
Number
Calls the maximum talk time of less than or equal to 10 seconds.

Total Talk
Duration It is the cumulative talk time of all calls answered the first time in a queue in the specified interval.
Time

ACD Wait It is the total wait time of the calls, which waited in the queues before getting answered for the first time

time in Duration or dropped. In case of auto-transfer of a call to other queues before getting answered or dropped, the total

Queue wait time at all queues will be included.

It is the total wait time of the calls in the specified interval, which waited in the queues before getting
Total ACD
Duration answered for the first time or dropped. In case of auto-transfer of a call to other queues before getting
Wait Time
answered or dropped, the total wait time at all queues will be included.

ACD Wait It is the total wait time of the calls in the specified interval, which waited in a queue where it was answered

Time in Duration or dropped. In case of auto-transfer of a call to other queues, the wait time of that queue will be included

Queue in which it was answered or dropped in the last.

It is the average talk time spent by the user on the calls in the campaign in the specified interval. It is equal

to the total talk time of the user divided by the total calls answered by the user.

Avg. Talk
Duration
Time

Figure: Average Talk Time of User

Total Hold It is the total time for which the customer was put on hold by the users in all calls with the hold in this
Duration
Duration queue in the specified interval.

Max. Hold It is the maximum time for which the customer was put on hold by the users in all calls with the hold in this
Duration
Time queue in the specified interval.

Min. Hold It is the minimum time for which the customer was put on hold by the users in all calls with the hold in this
Duration
Time queue in the specified interval.

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It is the average time for which the customer was put on hold by the users in all calls with the hold in this

queue in the specified interval. It is equal to the total hold time divided by the total calls with the hold.

Avg. Hold
Duration
Duration

Figure: Average Hold Duration

Total Hold It is the total number of calls in which the customer was put on hold by the users in the specified interval.
Number
Count
Even If a single call is put on hold by the users' multiple times, still it will be counted only once here.

Oldest Call
Duration It is the maximum time spent by the customer in waiting before the call is answered by the user.
Waiting

Total Wrap
Duration It is the total time taken by the user to dispose of the call after its disconnection in the specified interval.
Time

It is the total time taken by the users to finish the call in the specified interval. It is equal to the total talk

time, total hold time, and total wrap-up time.

Total

Handling Duration

Time

Figure: Total Handling Time

It is equal to the sum of Customer Talk Time, Customer Hold Time, and Wrap Time of Connected Calls

divided by the total connected calls in the specified interval. It includes only Customer Interactions, but Dial

User (Internal Calls) are not included.

Avg.

Handling Duration

Time

Figure: AHT Calculation

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AHT does not include the Average Wrap Time of a user as the Average Wrap Time will also include the

wrapping of not connected calls.

If the call is being ReACD in the same queue, then it also includes that time for which the call

was in queue in the following columns.

• Total Served in Target

• Total Served after Target

• Total Abandoned Before Target

• Total Abandoned After Target

• Total ACD Wait Time

• ACD Wait Time in Queue

• Longest Wait Time

3.5 ACD Call Summary Report

This report summarizes information of all inbound or transferred to campaign calls that have

reached the ACD (queue).

Column
Data Type Definition
Name

(Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which
Setup ID String
is used for calling.

Setup (Only for Central ART Setup) It shows the unique name of Ameyo Server,
String
Name which is used for calling.

Process
String It is the name of the process in which the calls are being received.
Name

Campaign
String It is the name of the campaign in which the calls are being received.
Name

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Queue
String It is the name of the queue in which the calls are being received.
Name

It is the sum of Total Connected Calls (sum of all Inbound Calls and Transfer

to Campaign calls), Total Abandon the calls at ACD, and Total Abandon at
Total
Ringing Calls in the queue.
Received Number

Calls

Figure: Total Received Calls

Total

Connected Number It is the total number of calls answered and disposed of by the users.

Calls

It is the total number of abandoned calls after reaching ACD. It is equal to the

sum of Total Abandoned Calls at ACD and Total Abandoned Calls at Ringing.
Total

Abandoned
Number
Calls at

ACD Figure: Total Abandoned Calls after reaching ACD

It does not include the Total Abandoned Calls at IVR.

Total It is the total number of calls that have been answered in the entire campaign

Connected Number in the target wait time. Here, the total wait time of the entire campaign is

In Target considered.

It is the total number of calls that have been answered in a queue in the target
Total
wait time. Here, the wait time of the queue is considered.
Connected Number
If a call has arrived in Queue 1 and has been sent automatically to another
Calls at
Queue 2 (after reaching a specific timeout) and answered in Queue 2 before

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ACD in exceeding its queue wait time, then the call will not be included in "Total

Target Queue Served Calls in Target" . It is because the total wait time of campaign

was not met, rather it was met for Queue 2.

Total
It is the total number of calls that have been answered in the entire campaign
Connected
Number after exceeding the target wait time. Here, the total wait time of the entire
After
campaign is considered.
Target

Total

Connected
It is the total calls that have been answered in a queue after exceeding the
Calls at Number
target wait time.
ACD After

Target

SLA percentage is equal to the total connected calls within the threshold after

reaching the Automatic Call Distribution (ACD) divided by the total number of

received calls that reaches ACD.

In this report, the short calls are not considered in SLA Percentage.

SLA Calculation

SLA% Percentage

Figure: Calculation of SLA

Figure: Detailed Calculation of SLA

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Definitions:

Following are the definitions of metrics used in the above calculation.

• Threshold: The default threshold is 20 seconds but the administrator

can change it in the Administrator Console.

• ACD: It is a standard term that means Automatic Call Distributor,

which is a sophisticated system to answer and route inbound calls to

the user-defined agents automatically.

• Total Received Calls: It is the sum of Total Answered Calls (sum of all

Inbound Calls and Transfer to Campaign calls), Total Abandon Calls at

ACD, and Total Abandon at Ringing Calls.

Figure: Calculation of Total Received Calls

• Total Answered Calls: It is the total number of calls answered by the

Agents including both Inbound Calls and Transfer to Campaign calls.

• Total Abandon Calls at ACD: It is the total number of calls that are

disconnected by the customer while waiting for the agent.

• Total Abandon Ringing Calls: It is the total number of calls that are

disconnected when the phone of the agent (assigned to that call) is

ringing.

Special Cases:

• Short calls (customer talk time <10 sec) are considered in Abandon

calls at ACD as well in Connected calls.

• Cumulative wait time is considered in the campaign for re-ACD cases.

For example, if the call is routed to different queue on timeout(when

all the staffed agents are busy handling the calls) then the wait time

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calculated is the sum of the wait time of all the queues via which the

call is routed.

Its percentage is equal to the count of calls answered in this queue divided by

the total calls which were first answered or last dropped in this queue.

Connected
Percentage
%

Figure: Calculation of Connected Percentage

Total

Abandoned It is the total calls that have been abandoned in the campaign before reaching
Number
Before the total wait time of the campaign.

Target

Abandoned Percentage is equal to the total call abandoned at the last ACD

divided by the total received calls at that ACD queue.

Abandoned Figure: Calculation of Abandoned Percentage

Percentage
%
Here, Total Received Calls at the queue includes both inbound calls and

Transfer to Campaign calls.

Figure: Detailed Calculation of Abandoned Calls Percentage

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Abandoned
It is the number of calls that were abandoned while the user's phone was
Call on Number
ringing.
Agent

Total

Abandoned
It is the total number of calls that have been abandoned in the queue before
Calls at Number
reaching the total wait time of the queue.
ACD in

Target

Total

Abandoned It is the total calls that have been abandoned in the campaign after exceeding
Number
After the total wait time of the campaign.

Target

Total ACD

Abandoned It is the total number of calls that have been abandoned in the queue after
Number
Calls After exceeding the total wait time of the queue.

Target

Total Short It is the total number of calls in a queue where they were first answered and
Number
Calls has the maximum talk time of less than or equal to 10 seconds.

Total Talk
Duration It is the cumulative talk time of all calls answered the first time in a queue.
Time

It is the total wait time of the calls, which waited in the queues before getting

Total Wait answered for the first time or dropped. In case of auto-transfer of a call to
Duration
Time other queues before getting answered or dropped, the total wait time at all

queues will be included.

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It is the total wait time of the calls, which waited in a queue where it was

Wait Time answered or dropped. In case of auto-transfer of a call to other queues, the
Duration
at ACD wait time of that queue will be included in which it was answered or dropped

in the last.

It is the average talk time spent by the user on the calls in the campaign. It is

equal to the total talk time of the user divided by the total calls answered by

the user.
Avg. Talk
Duration
Time

Figure: Average Talk Time of User

Total Hold It is the total time for which the customer was put on hold by the users in all
Duration
Duration calls with the hold in this queue.

Max. Hold It is the maximum time for which the customer was put on hold by the users
Duration
Time in all calls with the hold in this queue.

Min. Hold It is the minimum time for which the customer was put on hold by the users
Duration
Time in all calls with the hold in this queue.

It is the average time for which the customer was put on hold by the users in

all calls with the hold in this queue. It is equal to the total hold time divided

by the total calls with the hold.

Avg. Hold
Time
Duration

Figure: Average Hold Time

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It is the total number of calls in which the customer was put on hold by the

Total Hold users.

Number
Count Even If a single call is put on hold by the user's multiple times, still it will be

counted only once here.

Oldest Call It is the maximum time spent by the customer in waiting before the call is
Duration
Waiting answered by the user.

ACW It is the total time taken by the user to dispose of the call after its
Duration
Duration disconnection.

It is the total time taken by the users to finish the call. It is equal to the total

talk time, total hold time, and total wrap-up time.

Total

Handling Duration

Time

Figure: Total Handling Time

It is equal to the sum of Customer Talk Time, Customer Hold Time, and Wrap

Time of Connected Calls divided by the total connected calls. It includes only

Customer Interactions, but Dial User (Internal Calls) are not included.

Avg.

Handling Duration

Time

Figure: AHT Calculation

AHT does not include the Average Wrap Time of a user as the Average Wrap

Time will also include the wrapping of not connected calls.

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If the call is being ReACD in the same queue, then it also includes that time for which the call

was in queue in the following columns.

• Total Served in Target

• Total Served after Target

• Total Abandoned Before Target

• Total Abandoned After Target

• Total ACD Wait Time

• ACD Wait Time in Queue

• Longest Wait Time

3.6 Agent Productivity Interval Summary Report

The report provides a user-wise summary of call information and agent session information

for the specified interval.

Column Data
Definition
Name Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which is used
Setup ID String
for calling.

Setup (Only for Central ART Setup) It shows the unique name of Ameyo Server, which is
String
Name used for calling.

Interval It shows the time when the interval to collect the data for generating the report starts.
Time
Start Time It is selected by the user while generating the report.

Interval It shows the time when the interval to collect the data for generating the report ends.
Time
End Time It is selected by the user while generating the report.

Process
String It is the name of the process in which the call is made.
Name

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Campaign
String It is the name of the campaign in which the call is made.
Name

User
String It is the name of the user with whom the call was associated in the selected interval.
Name

User ID String It is the ID of the user with whom the call was associated in the selected interval.

It is the total time duration for which the user was staffed in a campaign in the pre-

selected interval. It includes their break time also.

Total

Staffed Duration

Duration

Figure: Total Staffed Duration

It is the total time duration for which the user was active in a campaign. It is equal to

the ready duration of a user on all sessions in the pre-selected interval.

Total Ready Duration is equal to the sum of duration for which the status of the user

Total was Auto-Call On and the duration for which the user has taken the calls while the

Ready Duration Auto-Call status was Off.

Duration

Figure: Total Ready Duration

Total It is the total duration for which a user was on break in a campaign in the pre-selected

Break Duration interval. It is the sum of break duration of a user on all sessions in the pre-selected

Duration interval.

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Avg.
It is the average of all time durations for which a user's phone was ringing for all calls
Ringing Duration
in a campaign in the pre-selected interval.
Time

It is the average talk time spent by the user on the calls in a campaign in the pre-

selected interval. It is equal to the total talk time of the user divided by the total calls

answered by the user.

Avg. Talk
Duration
Time

Figure: Average Talk Time of User

Avg. ACW It is the average of wrap time spent by a user on all its connected and disconnected
Duration
Duration calls in a campaign in the pre-selected interval.

It is equal to the sum of Customer Talk Time, Customer Hold Time, and Wrap Time of

Connected Calls divided by the total connected calls by a user in a campaign in the

pre-selected interval. It includes only Customer Interactions, but Dial User (Internal

Calls) are not included.

Avg.

Handling Duration

Time

Figure: AHT Calculation

AHT does not include the Average Wrap Time of a user as the Average Wrap Time will

also include the wrapping of not connected calls.

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Total Talk
It is the total of all talk time durations on the connected calls spent by the users in a
Time in Duration
campaign in the specified interval.
Interval

Total ACW ACW stands for After Call Work. It is the total of all time durations spent by the first

Duration Duration users on the calls answered in the specified interval between the call disconnection

in Interval and its disposition.

It is the total time spent by the user which is reserved and allotted to that user in

that campaign . It is equal to the total ringing time plus Agent preview time plus

Customer ringing time (if in case, the customer has initiated the call right after the
Total agent) plus customer setup time plus agent talk time plus agent customer hold
Service Duration time plus agent ACW time for the calls.
Time

Figure: Total Service Time

It is the total Idle time spent by the user in that campaign. It is equal to the total ready

duration minus the sum of total service time in the interval in that campaign for the

given period of time.

Total Idle
Duration
Time

Figure: Total Idle Time

Auto-Call
It is the total duration for which the user was on "Auto-Call On" mode in a campaign
On Duration
in the pre-selected duration.
Duration

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Auto-Call
It is the total duration for which the user was on "Auto-Call Off" mode but was on
Off Duration
"Ready" mode in a campaign in the pre-selected duration.
Duration

It shows the total number of auto-dial calls made in the specified interval, whether

Auto Dials Number they are connected or not connected. It does not include those calls which are auto-

previewed and then auto-dialed.

Auto It shows the total number of auto-previewed and auto-dialled calls made in the

Preview Number specified interval, whether they are connected or not. It does not include Auto Dial

Dials Calls, which are not previewed.

Inbound It shows the total number of inbound calls (disposed in all system dispositions) in the
Number
Received specified interval, whether they are connected or not connected.

Manual It shows the total number of manual dial calls made in the specified interval, whether
Number
Dials they are connected or not connected. It does not include Manual Preview Dial Calls.

Manual It shows the total number of manually previewed and dialed calls in the specified

Preview Number interval, whether they are connected or not connected. It does not include the

Dials Manual Dial Calls, which are not previewed.

It shows the total number of callbacks made in the specified interval, whether they
Callbacks
Number are connected or not connected. It includes Queue Callback, Campaign Callback, Self
Received
Callback, and Preview Callback.

Transfers It shows the total number of transferred calls received in the specified interval,
Number
Received whether they are connected or not connected.

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Auto
It is the total customer talk time spent on all calls dialed by the Auto-Dialers in the
Dialer
Duration specified interval. It does not include Auto Preview Dial calls, which are previewed
Calls Talk
before dialing.
Time

Inbound
It is the total customer talk time spent on all inbound calls received in the specified
Calls Talk Duration
interval.
Time

Manual
It is the total customer talk time spent on all calls which are manually dialed in the
Calls Talk Duration
specified interval. It does not include Manual Preview Dial Calls.
Time

Callback
It is the total customer talk time spent on all calls made for the callbacks in the
Calls Talk Duration
specified interval.
Time

Transfer

to
It is the total customer talk time spent on all calls transfered to this campaign in the
Campaign Duration
specified interval.
Calls Talk

Time

Click to It is the total customer talk time spent on all outbound calls in the specified interval

Call Talk Duration which are made using click-to-call feature, that is, making a call by clicking the phone

Time number displayed in the Customer Information or anywhere else in the system.

It shows the total number of auto-dial calls, which are connected to the customers,
Connected
Number in the specified interval. It does not include those calls which are auto-previewed and
Auto Dials
then auto-dialed.

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Connected It shows the total number of inbound calls (disposed in all system dispositions), which
Number
Inbound are connected to the agents in the specified interval.

Connected
It shows the total number of manual dial calls, which are connected to the customers,
Manual Number
made in the specified interval. It does not include Manual Preview Dial Calls.
Dials

It shows the total number of callbacks, which are connected to the customers, in the
Connected
Number specified interval. It includes Queue Callback, Campaign Callback, Self Callback, and
Callbacks
Preview Callback.

Connected It shows the total number of transferred calls received, which are connected to the
Number
Transfers agents, in the specified interval.

Connected
It is the total number of manually previewed and dialed calls, which are connected to
Manual
Number the customers in the specified interval. It does not include the Manual Dial Calls,
Preview
which are not previewed.
Dials

Connected
It shows the total number of auto-previewed and auto-dialled calls made in the
Auto
Number specified interval, which are connected to the customers. It does not include Auto
Preview
Dial Calls, which are not previewed.
Dials

It shows the total number of all calls (connected or not connected) which are made,

Click-To- in the specified interval, using click-to-call feature, that is, making a call by clicking the
Number
Calls phone number displayed in the Customer Information or anywhere else in the

system.

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Connected It shows the total number of customer-connected calls which are made, in the

Click-to- Number specified interval, using click-to-call feature, that is, making a call by clicking the phone

Calls number displayed in the Customer Information or anywhere else in the system.

Auto
It shows the total duration of the call in which it was in ringing state in case of the
Dialer Duration
auto-call on.
Ring-Time

Inbound It shows the total duration of the time for an inbound call in which the call was in the
Duration
Ring Time ringing state.

Manual It shows the total duration of the time for an outbound manual call in which the call
Duration
Ring Time was in the ringing state at the customer end.

Callback
It shows the total duration of the time for the callback calls in which the call was in
Calls Ring Duration
the ringing state at the customer end.
Time

Transfer

To It shows the total duration of the time for the call when the call has been transferred
Duration
Campaign for which the call was in the ringing state.

Ring Time

Total
It shows the total number of calls that have been wrapped or completed by the agent
Wrapped Number
in the given duration of the time span.
Calls

Auto

Dialer It shows the total time taken by the agent for the ACW or dispose-off the call when
Duration
Calls ACW auto-dialing was enabled.

Duration

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Inbound
It shows the total time taken by the agent for the ACW or dispose-off the call for the
Calls ACW Duration
inbound calls.
Duration

3.7 Agent Productivity Summary Report

The report provides a user-wise summary of call information and user session information in

a campaign.

Column Data
Definition
Name Type

Setup ID String (Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which is use

Setup
String (Only for Central ART Setup) It shows the unique name of Ameyo Server, which is us
Name

Process
String It is the name of the process in which the call is made.
Name

Campaign
String It is the name of the campaign in which the call is made.
Name

User ID String It is the ID of the user with whom the call was associated.

User
String It is the name of the user with whom the call was associated.
Name

Total
It is the total time duration for which the user was staffed in a campaign. It include
Staffed Duration
time also.
Duration

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Figure: Total Staffed Duration

It is the total time duration for which the user was active in a campaign. It is equa

duration of a user on all

Total Ready Duration is equal to the sum of duration for which the status of the user
Total
On and the duration for which the user has taken the calls while the Auto-Call status
Ready Duration

Duration

Figure: Total Ready Duration

Total
It is the total duration for which a user was on break in a campaign. It is the sum of b
Break Duration
of a user on all sessions.
Duration

Avg.

Ringing Duration It is the average of all time durations for which a user's phone was ringing for all calls i

Time

It is the average talk time spent by the user on the calls in a campaign. It is equal to

time of the user divided by the total calls answered by the user.

Avg. Talk
Duration
Time

Figure: Average Talk Time of User

Avg. ACW It is the average of wrap time spent by a user on all its connected and disconnec
Duration
Duration campaign.

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It is equal to the sum of Customer Talk Time, Customer Hold Time, and Wrap Time

Calls divided by the total connected calls by a user in a campaign. It includes o

Interactions, but Dial User (Internal Calls) are not included.

Avg.

Handling Duration

Time

Figure: AHT Calculation

AHT does not include the Average Wrap Time of a user as the Average Wrap Time wi

the wrapping of not connected calls.

Total Talk
It is the total of all talk time durations on the connected calls spent by the users in a
Time in Duration
the specified interval.
Interval

Total ACW
ACW stands for After Call Work. It is the total of all time duration spent by the first
Duration Duration
calls answered in the specified interval between the call disconnection and its dispos
in Interval

It is the total time spent by the user which is reserved and allotted to that user in th

. It is equal to the total ringing time plus Agent preview time plus Customer ringin

case, the customer has initiated the call right after the agent) plus customer setu
Total
agent talk time plus agent customer hold time plus agent ACW time for the calls.
Service Duration

Time

Figure: Total Service Time

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It is the total Idle time spent by the user in that campaign. It is equal to the total re

minus the sum of total service time in that campaign for the given period of time.
Total Idle
Duration
Time

Figure: Total Idle Time

Auto-Call

On Duration It is the total duration for which the user was on "Auto-Call On" mode in a campaign

Duration

Auto-Call
It is the total duration for which the user was on "Auto-Call Off" mode but on "Read
Off Duration
campaign.
Duration

It shows the total number of auto-dial calls made in the campaign, whether they are
Auto Dials Number
not connected. It does not include those calls which are auto-previewed and then au

Inbound It shows the total number of inbound calls (disposed in all system dispositions) in
Number
Received campaign, whether they are connected or not connected.

Manual It shows the total number of manual dial calls made in the campaign, whether they a
Number
Dials or not connected. It does not include Manual Preview Dial Calls.

Callbacks It shows the total number of callbacks made in the campaign, whether they are con
Number
Received connected. It includes Queue Callback, Campaign Callback, Self Callback, and Preview

Transfers It shows the total number of transferred calls received in the campaign, whet
Number
Received connected or not connected.

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Auto
It is the duration, for which the agent's phone is ringing, on the calls dialed by the
Dialer Ring Duration
does not include those calls which are auto-previewed and then auto-dialed.
Time

Auto
It is the duration, for which the agent's phone is ringing, on the calls which are au
Preview Duration
before auto-dialing. It does not include those calls which are auto-dialed only withou
Ring Time

Inbound
Duration It is the duration, for which the agent's phone is ringing, on the inbound calls only.
Ring Time

Manual
It is the duration, for which the agent's phone is ringing, on the manually dial outb
Duration
Ring does not include Manual Preview Dials.

Time

Manual
It is the duration, for which the agent's phone is ringing, on the manually previewe
Preview Duration
outbound calls. It does not include Manual Dial Calls, which are not previewed.
Ring Time

Callback

Calls Ring Duration It is the duration, for which the agent's phone is ringing, on the calls made for the ca

Time

Transfer

to
Duration It is the duration, for which the agent's phone is ringing, on the calls transferred to th
Campaign

Ring Time

Auto
It is the total customer talk time spent on all calls dialed by the Auto-Dialers in this
Dialer Talk Duration
does not include Auto Preview Dial calls, which are previewed before dialing.
Time

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Inbound

Calls Talk Duration It is the total customer talk time spent on all inbound calls received in this campaign

Time

Manual
It is the total customer talk time spent on all calls which are manually dialed in this
Calls Talk Duration
does not include Manual Preview Dial Calls.
Time

Callback

Calls Talk Duration It is the total customer talk time spent on all calls made for the callbacks.

Time

Transfer

to

Campaign Duration It is the total customer talk time spent on all calls transfered to this campaign.

Calls Talk

Time

Auto

Dialer It is the total ACW Duration spent on all calls dialed by the Auto-Dialers in this cam
Duration
Calls ACW not include Auto Preview Dial calls, which are previewed before dialing.

Duration

Inbound

Calls ACW Duration It is the total ACW Duration spent on all inbound calls received in this campaign.

Duration

Manual
It is the total ACW Duration spent on all calls which are manually dialed in this cam
Calls ACW Duration
not include Manual Preview Dial Calls.
Duration

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Callback

Calls ACW Duration It is the total ACW Duration spent on all calls made for the callbacks.

Duration

Transfer

to

Campaign Duration It is the total ACW Duration spent on all calls transfered to this campaign.

Calls ACW

Duration

Connected It shows the total number of auto-dial calls, which are connected to the custo
Number
Auto Dials campaign. It does not include those calls which are auto-previewed and then auto-d

Connected It shows the total number of inbound calls (disposed in all system disposition
Number
Inbound connected to the agents in the inbound campaign.

Connected
It shows the total number of manual dial calls, which are connected to the customers
Manual Number
campaign. It does not include Manual Preview Dial Calls.
Dials

Connected It shows the total number of callbacks, which are connected to the customers, in the
Number
Callbacks includes Queue Callback, Campaign Callback, Self Callback, and Preview Callback.

Connected It shows the total number of transferred calls received, which are connected to the
Number
Transfers campaign.

Manual
It is the total customer talk time spent on all calls which are manually previewed an
Preview Duration
in this campaign. It does not include Manual Dial Calls, which are not previewed.
Talk Time

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Manual

Preview It is the total ACW Duration spent on all calls which are manually previewed and then
Duration
ACW campaign. It does not include Manual Dial Calls, which are not previewed.

Duration

Auto
It is the total customer talk time spent on all calls which are auto previewed and the
Preview Duration
in this campaign. It does not include Auto Dial Calls, which are not previewed.
Talk Time

Auto

Preview It is the total ACW Duration spent on all calls which are auto- previewed and then a
Duration
ACW this Cocampaign. It does not include Auto Dial Calls, which are not previewed.

Duration

Click to It is the total customer talk time spent on all outbound calls which are made usin

Call Talk Duration feature, that is, making a call by clicking the phone number displayed in the Custome

Time or anywhere else in the system.

Click to It is the total ACW Duration spent on all outbound calls which are made using click-t

Calls ACW Duration that is, making a call by clicking the phone number displayed in the Customer In

Duration anywhere else in the system.

Total

Customer It is the total time for which the customer was put on hold by the users in all calls wi
Duration
Hold this queue.

Duration

Avg.

Customer It is the average time for which the customer was put on hold by the users in all calls
Time
Hold in this queue. It is equal to the total hold time divided by the total calls with the hold

Duration

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Figure: Average Hold Time

Connected

Manual It is the total number of manually previewed and dialed calls, which are conn
Number
Preview customers in this campaign. It does not include the Manual Dial Calls, which are not

Dials

Manual
It shows the total number of manually previewed and dialed calls, whether they are
Preview Number
not connected. It does not include the Manual Dial Calls, which are not previewed.
Dials

Auto
It shows the total number of auto-previewed and auto-dialled calls made in the camp
Preview Number
they are connected or not. It does not include Auto Dial Calls, which are not preview
Dials

Connected

Auto- It shows the total number of auto-previewed and auto-dialled calls made in the cam
Number
Preview are connected to the customers. It does not include Auto Dial Calls, which are not pr

Dials

It shows the total number of all calls (connected or not connected) which are made
Click-to-
Number call feature, that is, making a call by clicking the phone number displayed in t
Calls
Information or anywhere else in the system.

Connected It shows the total number of customer-connected calls which are made using click-t

Click-to- Number that is, making a call by clicking the phone number displayed in the Customer In

Calls anywhere else in the system.

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Total Ring
Duration It is the total of all time durations for which a user's phone was ringing for all calls in
Time

Total
It is the total of preview time, spent on all of those calls which are previewed before
Preview Duration
as auto-preview dialed calls and manual preview dialed calls.
Time

Avg.
It is the average of preview time, spent on all of those calls which are previewed b
Preview Duration
such as auto-preview dialed calls and manual preview dialed calls.
Time

Total
It shows the total number of calls that have been wrapped or completed by the agen
Wrapped Number
duration of the time span.
Calls

3.8 Agent Session Details

The report provides the detailed agent-wise session information including the auto call on the

interval, agent break interval, auto call off interval, and others.

Column Data
Definition
Name Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo
Setup ID String
Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of Ameyo
Setup Name String
Server, which is used for calling.

User ID String It is the ID of the user with whom the call was associated.

User Name String It is the name of the user with whom the call was associated.

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Session ID String It shows the session ID of the user's current session.

It shows the date and time of the moment when the user is logged

on at the Ameyo System. This timestamp is created in Ameyo. A

new session is initiated whenever the login is done, and it is

Login Time Time indicated with a unique session ID.

It may not be equal to the actual time when the user clicked

"Login" button at the interface. It is because the system may take

the corresponding amount of time to authenticate the user logon.

It shows the date and time of the moment when the user is logged

out from the Ameyo System. This timestamp is created in Ameyo.

The current user login session is expired as a result of this action.

Logout Time Time
It may not be equal to the actual time when the user clicked

"Logout" button at the interface. It is because the system may take

the corresponding amount of time to logout the user.

It is the time duration for which a user is logged on to the system

Total Login
Duration in a session. It is the difference between the logout time and login
Duration
time of a user's session.

Campaign ID String It is the ID of the campaign in which the user is staffed.

Campaign
String It is the name of the campaign in which the user is staffed.
Name

Ready A unique ready history ID is assigned for a user whenever the user
String
History ID selects "Available" status after taking a break.

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It is the timestamp at which the user has either selected a

Ready Start
Time campaign to logon or selected "Available" after returning from a
Time
break.

It is the timestamp at which the user has marked itself on break

Ready End
Time either by changing the campaign (deselecting current campaign),
Time
or logging out, or going on break.

It is the timestamp at which the user has marked its break end
Break End
Time either by deselecting a campaign, or logging out, or selecting
Time
"Available" status.

Break
String It shows the reason selected by a user for going on break.
Reason

It is the total time duration for which the user was ready to work

in a campaign.

It is calculated per campaign basis by taking the difference

Ready between Ready End Time and Ready Start Time.

Duration
Duration If a user has selected the multiple campaigns, total ready duration

might be different for different campaigns. Adding the total ready

duration for all campaigns will be greater than the total login

duration of a user.

It is the total duration for which a user was on break in a campaign

Break
Duration in the pre-selected interval. It is the sum of break duration of a
Duration
user on all sessions in the pre-selected interval.

Auto Call
It is the unique ID of a complete cycle that starts when the user
On/Off String
selected "Auto-Call On" and then selected "Auto-Call Off".
History ID

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Auto-Call On It is the timestamp at which the user has selected "Auto-Call On"
Time
Start Time status.

It is the timestamp at which the user has changed its "Auto-Call

Auto-Call On On" status by selecting a break or "Auto-Call Off" status. It also

Time
End Time shows the timestamp when the Supervisor has selected this

status for the user from its console.

Auto-Call Off It is the timestamp when the user changed "Auto-Call Off" status
Time
End Time by selecting "Auto-Call On" status or by marking itself "Available".

It is the total time duration for which the user has turned on its

"Auto-Call On" status. It is calculated per campaign as the

Auto-Call On
Duration difference between "Auto-Call On End Time" and "Auto-Call On
Duration
Start Time". If the user has selected multiple campaigns, then it

can be different for each campaign.

It is the total time duration for which the user has turned on its

"Auto-Call Off" status. It is calculated per campaign as the

Auto-Call Off
Duration difference between "Auto-Call Off End Time" and "Auto-Call Off
Duration
Start Time". If the user has selected multiple campaigns, then it

can be different for each campaign.

3.9 Call Details Report

This report gives detailed information about each call that was originated and received by the

system in the campaign. Each row of the report represents a unique call.

In a scenario where a call has been answered in the first queue and then transferred-and-

disposed of in the second queue, then the call will be listed only once for the queue where it

has been disposed of.

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Column Data
Definition
Name Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo
Setup ID String
Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of Ameyo
Setup Name String
Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Call ID String It is the ID of the call of which report is being generated.

Call Time Time It is the start time of the call.

Process
String It is the name of the process in which the calls are being made.
Name

Campaign
String It is the name of the campaign in which the calls are being made.
Name

It is the ID of the lead through which the calls are being dialed to
Lead ID String
the customers.

It is the name of the lead through which the calls are being dialed
Lead Name String
to the customers.

Phone String It is the phone number of the customer.

Customer ID String It is the ID of the customer.

Call Type String It shows the type of call. It can have any of the following values.

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• inbound.call.dial: It specifies the call that has been

dialed in an inbound campaign.

• outbound.auto.dial: It specifies the call that has been

auto-dialed in an outbound campaign.

• outbound.callback.dial: It specifies the call that is a

callback in the outbound campaign.

• outbound.auto.preview.dial: It specifies the call that

has been dialed through Automatic Preview in an

outbound campaign.

• transferred.to.campaign.dial: It specifies the call that

has been transferred to this campaign.

• outbound.manual.dial: It specifies the call that has been

dialed manually in an outbound campaign.

• click.to.call.dial: It specifies the call that has been

generated by click on the customer's phone number on

its page.

System It shows the system disposition with which the call has been
String
Disposition disposed of.

Hangup It shows the hang-up code for this call, which has been provided
String
Cause Code by the telecom provider.

It shows the hang-up details for this call, which has been provided

by the telecom provider. It's possible that values are listed

hereinbelow.
Hangup
String
Details • user_HANGUP_UI

• SYSTEM_HANGUP

• CUSTOMER_HANGUP_UI

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• CUSTOMER_HANGUP_PHONE

• user_HANGUP_PHONE

• SYSTEM_MEDIA

• user_CANCELLED_PREVIEW

Customer Call-Leg Setup Time (Customer Setup Time) is the time

duration starting from the time when the communication

application takes the phone number to dial until the time when
Customer
Duration the phone number rings. It also includes the calls which fail to
Setup Time
ring the number because of SIT (Special Information Time) or

busy tone. Customer Setup Time will not be applicable in case of

Inbound Calls.

Customer It is the time duration from the start of the actual ringing of the
Duration
Ringing Time customer's phone number until its end.

IVR Time Duration It is the time duration spent by the customer in IVR.

Customer
Duration It is the time duration of a call excluding the Customer Hold Time.
Talk Time

Customer
Duration It is the total time spent by the customer on hold by the users.
Hold Duration

Actual It shows the name of the actual channel of a call consumed on

String
Channel the communication application.

It is the number of times the system dials a number before

Num
Number connecting to a customer. It includes both Inbound Calls and
Attempts
Attempt Failed Calls.

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Association It defines the association of a call with the user who has attended
String
Type it. It will remain blank for the not connected calls.

User ID String It is the ID of the user with whom the call was associated.

User Name String It is the name of the user with whom the call was associated.

It is the disposition code with which the call is disposed of. It is

different from the Ticket State associated with that call.

Disposition
String Disposition is for the calls, whereas the State is for the tickets.
Code
Both can be mapped for a call in the process where both Voice

and IC Campaigns are mapped.

Disposition It is the disposition class of the disposition code, which has been
String
Class selected by the connected user.

It shows the name of the user who is the transferee of a call (to

Transfer To whom the call is transferred). If a call has been transferred to a

String
Agent/Phone phone number, then that number is displayed in this column for

that call.

User Call-Leg Time (User Setup Time) is the time duration starting

from the time when the communication application takes the

User Setup
Duration user's extension number to dial until the time when the user's
Time
extension rings. It will not be applicable in case of the manual dial

of a phone number.

User Ringing
Duration It is the ringing time of the user who was connected to the call.
Time

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User Talk It is the amount of time spent by the user on a call with the
Duration
Time customer.

ACW stands for After Call Work. It is the time duration spent by
ACW Duration Duration
the user between the call disconnection and its disposition.

Call notes are the notes which are submitted by the agent during
Call Notes String
the call.

Other Filter It shows the name of the Other Filter Groups in which the call is
String
Groups associated.

Applied filter It shows the name of the Filter Group which has been
String
group applied/used during the call.

It shows the name of the Table Filter which has been used during
Table Filters String
the call.

3.10 Call Distribution Interval Summary

This report gives summary information of calls based on the call type in a campaign in the

time interval specified by the user while generating the report.

Column Data
Definition
Name Type

Setup ID String (Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which is used

Setup (Only for Central ART Setup) It shows the unique name of Ameyo Server, which
String
Name calling.

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Interval
Time It is the time specified by the user when the data collection interval to generate this re
Start

Interval
Time It is the time specified by the user when the data collection interval to generate this r
End

Process
String It is the name of the process in which the calls are being received.
Name

Campaign
String It is the name of the campaign in which the calls are being received.
Name

Campaign
String It is the ID of the campaign in which the calls are being received.
ID

It is the type of call that has been made or received. It can have any of the following

• inbound.call.dial: It specifies the call that has been dialed in an inbound ca

• outbound.auto.dial: It specifies the call that has been auto-dialed in an

campaign.

• outbound.callback.dial: It specifies the call that is a callback in the outbound

• outbound.auto.preview.dial: It specifies the call that has been diale

Call Type String Automatic Preview in an outbound campaign.

• transferred.to.campaign.dial: It specifies the call that has been transfe

campaign.

• outbound.manual.dial: It specifies the call that has been dialed man

outbound campaign.

• click.to.call.dial: It specifies the call that has been generated by click on the

phone number on its page.

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It is the sum of Total Connected Calls (sum of all Inbound Calls and Transfer to Cam

Total Abandon the calls at ACD, and Total Abandon at Ringing Calls in the user-specif
Total

Received Number

Calls

Figure: Calculation of Total Received Calls

Total
It is the total number of calls answered and disposed of by the users in the camp
Connected Number
specified interval.
Calls

Calls

Connected It is the total number of calls that have been answered before the target time
Number
Before specified interval.

Target

Calls

Connected It is the total number of calls that have been answered after the target time and in t
Number
After interval.

Target

Total Not It is the total number of calls in the campaign in the specified interval whose talk ti

Connected Number to zero (0). These calls may have been answered and disconnected, so they a

Calls Abandoned Calls.

Calls

Abandoned It is the total number of calls that have been abandoned before the target time
Number
Before specified interval.

Target

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Calls

Abandoned It is the total number of calls that have been abandoned after the target time and in t
Number
After interval.

Target

Total

Customer Duration It is the sum of the customer talk time of all calls in the campaign in the user-specif

Talk Time

It is the average of the customer talk time of all calls in the campaign in the us

interval. It is equal to the total customer talk time divided by the number of all conn
Avg.

Customer Duration

Talk Time

Figure: Average Customer Talk Time for a User

Max.
It is the maximum customer talk time spent by a customer (in all calls having custom
Customer Duration
more than zero) in a campaign. It is the maximum time
Talk Time

Calls With

Talk Time It is the count of calls in the user-specified interval whose talk time is less than the us
Number
less than value.

Target

Total Hold
Number It is the count of all customer calls in the user-specified interval with the hold in the
Count

Total Hold It is the total of hold time made on all customer calls by the users in the user-speci
Duration
Duration in the campaign.

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Avg. Hold It is the average of hold time made on all customer calls by the users in the camp
Duration
Duration user-specified interval.

Max. Hold It is the maximum hold time (in all customer calls with hold) in the campaign i
Duration
Duration specified interval.

Calls With

Hold
It is the count of calls having hold time less than the user-specified time in the us
Duration Number
interval.
Less Than

Target

ACW It is the sum of wrap time spent by all users on connected and disconnected
Duration
Duration campaign in the user-specified interval.

Avg. ACW It is the average of wrap time spent by all users on connected and disconnected
Duration
Duration campaign in the user-specified interval.

Max. ACW It is the maximum in wrap times spent by all users on connected and disconnected
Duration
Duration campaign in the user-specified interval.

Calls with

ACW
It is the count of calls (both connected and disconnected) in the campaign having wr
Duration Duration
than the user-specified time in the user-specified interval.
Less Than

Target

Total
It is equal to the total talk time, total hold time, and total wrap-up time spent by the
Handling Duration
campaign in the user-specified interval.
Time

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Figure: Total Handling Time

It is equal to the sum of Customer Talk Time, Customer Hold Time, and Wrap Time of

Calls divided by the total connected calls in the user-specified interval. It includes on

Interactions, but Dial User (Internal Calls) are not included.

Avg.

Handling Duration

Time

Figure: AHT Calculation

AHT does not include the Average Wrap Time of a user as the Average Wrap Tim

include the wrapping of not connected calls.

Max.
It is the maximum of handling time spent by the users to handle their calls in the us
Handling Duration
interval.
Time

Calls with

Handling
It is the count of calls who has handling time less than the user specified time i
Time Less Number
specified interval.
Than

Target

Total
It shows the total number of calls that have been wrapped or completed by the a
Wrapped Number
given duration of the time span.
Calls

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If the call is being ReACD in the same queue, then it also includes that time for which the call

was in queue in the following columns.

• Calls Answered Before Target

• Calls Answered After Target

• Calls Abandoned Before Target

• Calls Abandoned After Target

3.11 Call Distribution Report

This report gives summary information of calls based on the call type in a campaign.

Column Data
Definition
Name Type

Setup ID String (Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which is used

Setup (Only for Central ART Setup) It shows the unique name of Ameyo Server, which
String
Name calling.

Process
String It is the name of the process in which the calls are being received.
Name

Campaign
String It is the name of the campaign in which the calls are being received.
Name

Campaign
String It is the ID of the campaign in which the calls are being received.
ID

It is the type of call that has been made or received. It can have any of the following

• inbound.call.dial: It specifies the call that has been dialed in an inbound ca

Call Type String
• outbound.auto.dial: It specifies the call that has been auto-dialed in an

campaign.

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• outbound.callback.dial: It specifies the call that is a callback in the outbound

• outbound.auto.preview.dial: It specifies the call that has been diale

Automatic Preview in an outbound campaign.

• transferred.to.campaign.dial: It specifies the call that has been transfe

campaign.

• outbound.manual.dial: It specifies the call that has been dialed man

outbound campaign.

• click.to.call.dial: It specifies the call that has been generated by click on the

phone number on its page.

It is the sum of Total Connected Calls (sum of all Inbound Calls and Transfer to Cam

Total Abandon the calls at ACD, and Total Abandon at Ringing Calls in the campaign
Total

Received Number

Calls

Figure: Calculation of Total Received Calls

Total

Connected Number It is the total number of calls answered and disposed of by the users in the campaig

Calls

Calls

Connected It is the total number of calls that have been answered before the target time spec
Number
Before user while generating the report.

Target

Calls

Connected It is the total number of calls that have been answered after the target time spec
Number
After user while generating the report.

Target

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Total Not
It is the total number of calls whose talk time is equal to zero (0). These calls may
Connected Number
answered and disconnected, so they are not the Abandoned Calls.
Calls

Calls

Abandoned It is the total number of calls that have been abandoned before the target time spec
Number
Before user while generating the report.

Target

Calls

Abandoned It is the total number of calls that have been abandoned after the target time spec
Number
After user while generating the report.

Target

Total

Customer Duration It is the sum of the customer talk time of all calls in the campaign.

Talk Time

It is the average of the customer talk time of all calls in the campaign. It is equal

customer talk time divided by the number of all connected calls.

Avg.

Customer Duration

Talk Time

Figure: Average Customer Talk Time for a User

Max.
It is the maximum customer talk time spent by a customer (in all calls having custom
Customer Duration
more than zero) in a campaign. It is the maximum time
Talk Time

Calls With
Number It is the count of calls whose talk time is less than the user-specified value.
Talk Time

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less than

Target

Total Hold It is the count of all customer calls with the hold in the campaign.
Number
Count If a call has been put on hold multiple times, then it will be calculated once only.

Total Hold
Duration It is the total of hold time made on all customer calls by the users in the campaign.
Duration

Avg. Hold
Duration It is the average of hold time made on all customer calls by the users in the campai
Duration

Max. Hold
Duration It is the maximum hold time (in all customer calls with hold) in the campaign.
Duration

Calls With

Hold

Duration Number It is the count of calls having hold time less than the user-specified time.

Less Than

Target

ACW ACW stands for After Call Work. It is the sum of wrap time spent by all users on con
Duration
Duration disconnected calls in the campaign.

Avg. ACW It is the average of wrap time spent by all users on connected and disconnected
Duration
Duration campaign.

Max. ACW It is the maximum in wrap times spent by all users on connected and disconnected
Duration
Duration campaign.

Calls with It is the count of calls (both connected and disconnected) in the campaign having wr
Count
ACW than the user-specified time.

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Duration

Less Than

Target

It is equal to the total talk time, total hold time, and total wrap-up time spent by the

campaign.
Total

Handling Duration

Time

Figure: Total Handling Time

It is equal to the sum of Customer Talk Time, Customer Hold Time, and Wrap Time of

Calls divided by the total connected calls. It includes only Customer Interactions, b

(Internal Calls) are not included.

Avg.

Handling Duration

Time

Figure: AHT Calculation

AHT does not include the Average Wrap Time of a user as the Average Wrap Tim

include the wrapping of not connected calls.

Max.

Handling Duration It is the maximum of handling time spent by the users to handle their calls in the ca

Time

Calls with
It is the count of calls of which handling time is less than the user-specified time while
Handling Number
the report.
Time Less

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Than

Target

Total
It shows the total number of calls that have been wrapped or completed by the a
Wrapped Number
given duration of the time span.
Calls

If the call is being ReACD in the same queue, then it also includes that time for which the call

was in queue in the following columns.

• Calls Answered Before Target

• Calls Answered After Target

• Calls Abandoned Before Target

• Calls Abandoned After Target

3.12 Call History Report

This report gives detailed information on all types of calls and their handling by users in a

campaign. Each call may be represented by the multiple rows depending upon the number

of users who handled the call.

In a scenario where a call has been answered in the first queue and then transferred-and-

disposed of in the second queue, then the call will be listed twice in this report.

Column Data
Definition
Name Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo
Setup ID String
Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of Ameyo
Setup Name String
Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

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Call ID String It is the ID of the call. Every call has a unique ID.

Date and
Call Time It shows the date and time when the call started.
Time

Process
String It is the name of the process in which the call is made.
Name

Campaign
String It is the name of the campaign in which the call is made.
Name

Lead ID String It is the ID of the lead through which the call has been made.

Lead Name String It is the name of the lead through which the call has been made.

It is the phone number of the customer upon which the call is

Phone Digits
connected.

Customer ID String It is the ID of the customer who is connected to the call.

It shows the type of call. It can have any of the following values.

• inbound.call.dial: It specifies the call that has been

dialed in an inbound campaign.

• outbound.auto.dial: It specifies the call that has been

auto-dialed in an outbound campaign.

Call Type String
• outbound.callback.dial: It specifies the call that is a

callback in the outbound campaign.

• outbound.auto.preview.dial: It specifies the call that

has been dialed through Automatic Preview in an

outbound campaign.

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• transferred.to.campaign.dial: It specifies the call that

has been transferred to this campaign.

• outbound.manual.dial: It specifies the call that has been

dialed manually in an outbound campaign.

• click.to.call.dial: It specifies the call that has been

generated by click on the customer's phone number on

its page.

System It shows the system disposition with which the call has been
String
Disposition disposed of.

Hangup It shows the call disconnection code, which has been sent by the
String
Cause Code provider.

It shows the hang-up details for this call, which has been

provided by the telecom provider. Its possible values are listed

hereinbelow.

• Recovery on timer expiry

• Temporarily Unavailable

• Does Not Exist Anywhere

• Normal call clearing.

Hangup
String
Details • Normal Unspecified

• Not Found

• Call Rejected

• Resource unavailable, unspecified

• Requested channel not available

• Network out of order

• No route to the destination

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• Interworking, unspecified

• Service or option not available. Unspecified

• Circuit/channel congestion

• Destination out of order

• Busy Here

• Valid cause code not yet received

• Request Terminated

• Address Incomplete

• Protocol error, unspecified

• Forbidden

• User busy

• Normal Clearing

• Subscriber absent

• Unknown-cause

• Server Internal Error

• OK

• Invalid information element contents

• Unallocated (unassigned) number

• Invalid number format

• No user responding

• Temporary failure

• Message not compatible with call state

• User alerting, no answer

• Trying

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Customer Call-Leg Setup Time (Customer Setup Time) is the time

duration starting from the time when the communication

application takes the phone number to dial until the time when

the phone number rings. It also includes the calls which fail to
Customer
Duration ring the number because of SIT (Special Information Time) or
Setup Time
busy tone. Customer Setup Time will not be applicable in case of

Inbound Calls.

If there is any customized IVR, then the time for the execution of

that query or that API will also be included here.

Customer It is the time duration from the start of the actual ringing of the
Duration
Ringing Time customer's phone number until its end.

IVR Time Duration It is the time duration spent by the customer in IVR.

It is the time duration of a call excluding the Customer Hold Time.

Customer It may not match the user talk time, as it may associated with
Duration
Talk Time different users. Transfer to campaign calls are termed as

different calls that will appear with different and unique call id.

Customer
Duration It is the total time spent by the customer on hold by the users.
Hold Duration

Actual It shows the name of the actual channel of a call consumed on

String
Channel the communication application.

It is the number of times the system dials a number before

Attempt
Number connecting to a customer. It includes both Inbound Calls and
Number
Attempt Failed Calls.

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Association It defines the association of a call with the user who has attended
String
Type it. It will remain blank for the not connected calls.

User ID String It is the ID of the user with whom the call was associated.

User Name String It is the name of the user with whom the call was associated.

It is the disposition code with which the call is disposed of. It is

different from the Ticket State associated with that call.

Disposition
String Disposition is for the calls, whereas the State is for the tickets.
Code
Both can be mapped for a call in the process where both Voice

and IC Campaigns are mapped.

Disposition It is the disposition class of the disposition code, which has been
String
Class selected by the connected user.

It shows the name of the user who is the transferee of a call (to

Transfer To whom the call is transferred). If a call has been transferred to a

String
Agent/Phone phone number, then that number is displayed in this column for

that call.

User Call-Leg Time (User Setup Time) is the time duration starting

from the time when the communication application takes the

User Setup
Duration user's extension number to dial until the time when the user's
Time
extension rings. It will not be applicable in case of the manual

dial of a phone number.

User Ringing
Duration It is the ringing time of the user who was connected to the call.
Time

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User Talk It is the amount of time spent by the user on a call with the
Duration
Time customer.

ACW stands for After Call Work. ACW Duration is the time

ACW Duration Duration duration spent by the user between the call disconnection and

its disposition.

Call notes are the notes which are submitted by the agent during
Call Notes String
the call.

Display It shows the format of the phone number which was displayed
String
Phone to the agent while calling the customer.

It shows the unique identifier of the call. It is used when the

Unique
String number masking is enabled to hide the customer's phone
Identifier
number at the agent's end.

Other Filter It shows the name of the Other Filter Groups in which the call is
String
Groups associated.

Applied filter It shows the name of the Filter Group which has been
String
group applied/used during the call.

It shows the name of the Table Filter which has been used during
Table Filters String
the call.

3.13 Lead Penetration Report

This report provides the dialing interval (30 min, 1 hour, and others) summary of the lead list

uploaded such as Uploaded records, Attempts, Penetration, Conversion, and others.

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Column
Data Type Definition
Name

(Only for Central ART Setup) It shows the setup ID of the Ameyo Server,
Setup ID String
which is used for calling.

Setup (Only for Central ART Setup) It shows the unique name of Ameyo Server,
String
Name which is used for calling.

# Number It denotes the row number for each entry in the table.

Interval It is the time specified by the user when the data collection interval to
Time
Start generate this report starts.

Interval It is the time specified by the user when the data collection interval to
Time
End generate this report ends.

Campaign
String It is the name of the campaign in which the calls are being made.
Name

It is the ID of the lead through which the calls are being dialed to the
Lead ID String
customers.

It is the name of the lead through which the calls are being dialed to the
Lead Name String
customers.

Total It is the total number of unique records uploaded in this lead. It shows

Uploaded Number current data when the report is generated.

Customers It does not depend upon the specified interval.

Total
Number It is the total number of calls made from this lead.
Attempts

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Total

Customers Number It is the total number of unique customers tried from this lead.

Tried

Total DNC
Number It is the total number of DNC Dispositions made for calls in this lead.
Disposition

Total

Callback Number It is the total number of callback dispositions made for calls in this lead.

Disposition

It is equal to the total number of unique customers tried minus by the total

number of calls disposed of as "sale" from this lead.

Conversion Number

Figure: Conversion

Connected Percentage is equal to the unique connected customers divided

by the total uploaded records.

Connected
Percentage
%

Figure: Connected %

Penetration Its percentage is equal to the total number of unique customers divided by
Number
Rate the total uploaded records.

Avg. No. of
Number It is the average number of attempts made for each customer in this lead.
Attempts

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Per

Customer

3.14 Queue Performance Report

This report summarizes information (AHT, AWT, ATT, and others) of queues of all inbound or

transferred to campaign calls that have reached the ACD (queue) for each time interval.

Column
Data Type Definition
Name

(Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which
Setup ID String
is used for calling.

Setup (Only for Central ART Setup) It shows the unique name of Ameyo Server, which
String
Name is used for calling.

Campaign
String It is the name of the campaign in which the calls are being received.
Name

It is the name of the queue in which the calls are being received.
Queue
String There are cases when the queue name is blank in report. It happens for the
Name
campaign calls as these calls answer in campaign instead of queue.

Its percentage is equal to the total number of answered calls divided by the

total received calls in the queue.

Answer
Percentage
Level %

Figure: Calculation of Answer Level Percentage

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Service Level within Target Percentage is equal to the total calls answered by

the users in the specified threshold divided by the total calls received in that

threshold.

SLA Calculation

Figure: Calculation of SLA

Figure: Detailed Calculation of SLA

SLA within
Percentage Definitions:
Target (%)
Following are the definitions of metrics used in the above

calculation.

• Threshold: The default threshold is 20 seconds but the administrator

can change it in the Administrator Console.

• ACD: It is a standard term that means Automatic Call Distributor, which

is a sophisticated system to answer and route inbound calls to the user-

defined agents automatically.

• Total Received Calls: It is the sum of Total Answered Calls (sum of all

Inbound Calls and Transfer to Campaign calls), Total Abandon Calls at

ACD, and Total Abandon at Ringing Calls.

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Figure: Calculation of Total Received Calls

• Total Answered Calls: It is the total number of calls answered by the

Agents including both Inbound Calls and Transfer to Campaign calls.

• Total Abandon Calls at ACD: It is the total number of calls that are

disconnected by the customer while waiting for the agent.

• Total Abandon Ringing Calls: It is the total number of calls that are

disconnected when the phone of the agent (assigned to that call) is

ringing.

Special Cases:

• Short calls (customer talk time <10 sec) are considered in Abandon calls

at ACD as well in Connected calls.

• Cumulative wait time is considered in the campaign for re-ACD cases.

For example, if the call is routed to different queue on timeout(when all

the staffed agents are busy handling the calls) then the wait time

calculated is the sum of the wait time of all the queues via which the call

is routed.

Service Level after Target Percentage is equal to the total calls answered by the
Service
users in the specified threshold divided by the total calls received in that
Level after Percentage
threshold.
Target %
SLA Calculation is given above.

Unique
Number It is equal to the total number of unique agents staffed in the queue.
Agents

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It is the sum of Total Connected Calls (sum of all Inbound Calls and Transfer to

Campaign calls), Total Abandon the calls at ACD, and Total Abandon at Ringing
Total Calls in the queue.
Received Number

Calls

Figure: Calculation of Total Received Calls

Avg. User
Duration It is the average time spent by the users on all connected calls to answer them.
Setup Time

Avg.
It is the average of all total time duration when the customer's phone was
Customer
Duration ringing for all connected calls. It should be zero in case of Inbound Calls and
Ringing
Transfer to Campaign Calls.
Time

Avg. Wait
Duration It is the average of all customer's wait time on all calls in the queue.
Time

It is the average talk time spent by the user on the calls in the queue. It is equal

to the total talk time of the user divided by the total calls answered by the user.

Avg. Talk
Duration
Time

Figure: Average Talk Time of User

Avg. Hold It is the average of hold time made on all customer calls by the users in the
Duration
Duration queue.

Avg. ACW It is the average of wrap time spent by all users on connected and disconnected
Duration
Duration calls in the queue.

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It is the average amount of time spent on the calls to be answered in a call

Avg. Speed
Duration center in the specified period. It includes the total wait time and total user
of Answer
phone ringing time.

It is equal to the sum of the total wait time of abandoned calls at ACD and total

user ringing time for abandoned calls, divided by the total abandoned calls.
Avg.

Abandoned Duration

Time

Figure: Average Abandoned Time

Total
It shows the total number of calls that have been wrapped or completed by the
Wrapped Number
agent in the given duration of the time span.
Calls

If the call is being ReACD in the same queue, then it also includes that time for which the call

was in queue in the following columns.

• Total Queue Served Calls in Target %

• Average Customer Wait TIme

3.15 Conference Report

This report provides a summary of the conferred calls. This report is used to track the status

of the conference calls that an agent has conferred with other users.

Data
Column Name Definition
Type

(Only for Central ART Setup) It shows the setup ID of the

Setup ID String
Ameyo Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of

Setup Name String
Ameyo Server, which is used for calling.

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It is the name of the process in which the call has been

Process Name String
answered.

It is the name of the campaign in which the call has been

Campaign Name String
answered.

It is the name of the user who has initiated the conference

User Name String
call.

User ID String It is the Id of the user who has initiated the conference call.

It shows the Id of the original call from which the

Associated Call Id String
conference call was initiated to the another user.

Associated Call
String It shows the type of the call such as "manual.dial".
Type

Associated Call It shows the disposition through which the original call was
String
Disposition disposed off.

It shows the phone number of the customer through which

Phone Number
the customer has initiated the call.

It shows the phone number which was being displayed to

Display Phone Number
the agent.

It shows the unique identifier associated to the call. It is

Unique Identifier String
used when the number masking is enabled.

It shows the date and time of the original call when it was
Call Time Date
received at the agent's console.

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Conference Call Id String It shows call Id of the conference call.

It shows type of the conference call such as confer-to-IVR,

Conference Type String
or confer-to-user.

It shows extension at which the conference call has been

Conference Party String
made by the user.

Conference Join It shows the date and time when the conference call has
Date
Time been initiated.

Conference End It shows the date and time when the conference call was
Date
Time ended.

Conference Talk It shows the total time that the user has spent on the
Number
Time conference call.

3.16 Supervisor Group Manager QA Productivity Summary Report

This report provides a summary of the supervisor, group manager, and analyst. As an user

supervisor, analyst, and group manager can work like an agent. This report provides an

overview of their working.

Data
Column Name Definition
Type

It shows the Id of the process through the user has made or

Process ID Number
received the call.

It shows the name of the process through which the user

Process Name String
made or received the call.

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It shows the Id of the campaign through which the user has

Campaign ID Number
made or received the call.

It shows the name of the campaign through which the user

Campaign Name String
has made or received the call.

User Name String It is the name of the supervisor, group manager, or analyst.

User ID String It is the Id of the supervisor, group manager, or analyst.

Total Snoop It shows the total number of the calls in which the user has
Number
Count snooped to the agent's call.

It shows the total number of the calls in which the user has
Total Barge Count Number
barged to the agent's call.

Total Whisper It shows the total number of the calls in which the user has
Number
Count whisperred to the agent's call.

Total Confer It shows the total number of the calls in which the user has
Number
Count conferred with the agent's call.

It shows the total number of the voicelogs of the calls in

Total Voicelogs
Number which the supervisor, analyst, or group manager has
scored
provided the scores.

Total Snoop Talk It shows the total snooped talktime in which the user has
String
Time snooped to the agent's call.

Total Barge Talk It shows the total barge talktime in which the user has barged
String
Time to the agent's call.

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Total Whisper Talk It shows the total Whisper talktime in which the user has
String
Time whisperred to the agent's call.

Total Confer Talk It shows the total confer talktime in which the user has
String
Time conferred to the agent's call.

Total Snoop It shows the total ringing time for the snoop request that has
String
Ringing Time been consumed before answering the call.

Total Barge It shows the total ringing time for the barge request that has
String
Ringing Time been consumed before answering the call.

Total Whisper It shows the total ringing time for the Whisper request that
String
Ringing Time has been consumed before answering the call.

Total Confer It shows the total ringing time for the confer request that has
String
Ringing Time been consumed before answering the call.

Total Time spent It shows the total time that the user has spent in any
String
in Campaign campaign.

Total Break
String It shows the total time for which the user was on the break.
Duration

Average Snoop It shows the average snoop talktime that the user has spent
String
Talk Time in a single call.

Average Barge It shows the average barge talktime that the user has spent
String
Talk Time in a single call.

Average Whisper It shows the average whisper talktime that the user has spent
String
Talk Time in a single call.

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Average Confer It shows the average confer talktime that the user has spent
String
Talk Time in a single call.

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4. Chat Reports

Ameyo Archiving and Reporting Tool (ART) contains the following reports for Chat Campaigns.

1. Agent Chat Report

2. Chat Agent Productivity Report

3. Chat Channel Report

4. Chat Detail Report

4.1 Agent Chat Report

This chat report provides a user-wise summary of the session, chat data and feedback data.

Column
Data Type Definition
Name

(Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which is
Setup ID String
used for calling.

Setup (Only for Central ART Setup) It shows the unique name of Ameyo Server, which
String
Name is used for calling.

# Number It denotes the row number for each entry in the table.

Agent ID String It is the ID of the user with whom the chat was associated.

It is the total time duration for which the user was staffed in a campaign. It

includes their break time also.

Total

Staffed Duration

Duration

Figure: Total Staffed Duration

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It is the total time duration for which the user was active in a campaign. It is the

sum of the ready duration of a user on all sessions in the pre-selected interval.

It is the sum of duration for which user was on Auto-Call On and the duration
Total
for which the user was on Auto-Call Off.
Ready Duration

Duration

Figure: Total Ready Duration

No of

Chats Number It is the total number of chats assigned to a user in a campaign.

Assigned

No of

Chats Number It is the total number of chats served by a user in a campaign.

Served

Chat Not
It is the total number of chats, upon which the assigned user did not respond in
Responded Number
a campaign.
Count

It is the average talk chat duration spent by the user on the chats in the
Avg Chat
Duration campaign. It is equal to the total chat time of the user divided by the total chats
Duration
answered by the user.

Count of

No It is the total number of chats upon which no feedback has been received in a
Number
Feedback campaign.

Chats

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Count of
Number It is the total number of feedbacks received for the users in a campaign.
Feedback

It is average of the total feedback ratings received on all chats with feedback in

a campaign.
Avg

Feedback Number

Rating

Figure: Calculation of Average Feedback Rating

Number of

Chats with
It is the total number of chat sessions in a campaign with a duration of less than
Duration Number
1 minute.
less than 1

Minute

Number of

Chats with
It is the total number of chat sessions in a campaign with a duration between 1
Duration Number
to 5 minutes.
between 1

to 5 min

Number of

chats with
It is the total number of chat sessions in a campaign with a duration greater than
duration Number
5 minutes.
greater

than 5 min

Percentage This percentage is equal to the number of chats with duration less than 1 minute

of chats Percentage divided by the total number of chats, which has been attended and has any

with duration.

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duration

less than 1

min

Percentage

of chats
This percentage is equal to the number of chats with a duration from 1 to 5
with
Percentage minutes divided by the total number of chats, which has been attended and has
duration
any duration.
between 1

to 5 min

Percentage

of chats
This percentage is equal to the number of chats with a duration greater than 5
with
Percentage minutes divided by the total number of chats, which has been attended and has
duration
any duration.
greater

than 5 min

4.2 Chat Agent Productivity Report

This chat report provides a user-wise summary of the session and chat data.

Column Data
Definition
Name Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo Server, which is
Setup ID String
used for calling.

Setup (Only for Central ART Setup) It shows the unique name of Ameyo Server, which
String
Name is used for calling.

# Number It denotes the row number for each entry in the table.

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Agent
String It is the name of the user with whom the chat was associated.
Name

It is the total time duration for which the user was staffed in a campaign. It

includes their break time also.

Total

Staffed Duration

Duration

Figure: Total Staffed Duration

It is the total time duration for which the user was active in a campaign. It is equal

to the ready duration of a user on all sessions of in the pre-selected interval.

Total Ready Duration is equal to the sum of duration for which user was on Auto-

Total Ready Call On and the duration for which the user was on Auto-Call Off.
Duration
Duration

Figure: Total Ready Duration

Total Chat
Number It is the total number of chats offered to the users in a campaign.
Offered

Total Chat
Number It is the total number of chats served in the queue.
Served

Total Chat
It is the total number of chats, which were not responded by the users in a
Not Number
campaign.
Responded

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Total Chat

Transferred Number It is the total number of chats transferred to the users in a campaign.

to Agent

Avg. First
It is the average of first response time on all chat sessions, which has been served
Response Time
by the users in a campaign.
Time

Avg. Chat It is the average of total time duration spent by the agents on all served chats in
Duration
Duration a campaign.

It is average of the total feedback score received on all chats with feedback in a

campaign.
Avg

Feedback Number

Score

Figure: Calculation of Average Feedback Score

Agent ID String It is the ID of the user with whom the chat was associated.

4.3 Chat Channel Report

This report gives detailed information about all calls and their handling by agents in a queue.

Each call may be represented by multiple rows depending on the number of agents who

handled the call.

Column Name Data Type Definition

(Only for Central ART Setup) It shows the setup ID of the

Setup ID String
Ameyo Server, which is used for calling.

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(Only for Central ART Setup) It shows the unique name

Setup Name String
of Ameyo Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Campaign Name String It is the name of the campaign in which the chat is made.

Campaign ID String It is the ID of the campaign in which the chat is made.

It is the name of the channel through which the user has

Channel Name String
initiated and connected the chat.

Queue Name String It is the name of the queue in which the chat is made.

Queue ID String It is the ID of the queue in which the chat is made.

Total Chat Received Number It is the total number of chats received in the queue.

Total Chat Served Number It is the total number of chats served in the queue.

It is the total number of chats, which were not served

Total Chat Missed Number (that is missed to be served) by the users in the

campaign.

Total Chat Missed in It is the total number of chats, which were not served
Number
Queue (that is missed to be served) by the users in a queue.

Total Chat Missed It is the total number of chats, which were not served
Number
by the Agent (that is missed to be served) by the users in a queue.

Unique Customers It is the total number of unique customers whose chat

Number
Connected has been served.

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Unidentified
It is the total number of customers, who are not
Customers Number
identified, but their chat has been served.
Connected

Avg Queue Wait It is the average wait time of all chats offered in the
Duration
Time queue.

It is the average of the first response time of all offered

Avg FRT Duration
chats.

Avg. Duration of
Duration It is the average of the total duration of all offered chats.
Chat

Feedback Rating(%) Number It is the average of total feedback rating received.

% of Total Chat
Percentage This percentage of total chat traffic.
Traffic

Top 1st Disposition It is the top most used disposition code to dispose of the
String
code offered chats.

This percentage is equal to the number of chats disposed

Top 1st
Percentage of with top 1st used disposition code divided by the total
Disposition%
number of offered chats.

Top 2nd Disposition It is the second top most used disposition code to
String
code dispose of the offered chats.

This percentage is equal to the number of chats disposed

Top 2nd
Percentage of with the second top used disposition code divided by
Disposition%
the total number of offered chats.

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Top 3rd Disposition It is the third top most used disposition code to dispose
String
code of the offered chats.

This percentage is equal to the number of chats disposed

Top 3rd
Percentage of with the third top used disposition code divided by the
Disposition%
total number of offered chats.

4.4 Chat Detail Report

This chat report gives detailed information about all chats and their handling by agents.

Missed in Queue: It is listed for those chats, which remain unassigned and disconnected.

These chats might be disconnected by the customer before connecting to the user.

Missed by Agent: It is listed for those chats, which are assigned to a user, but the chat is

disconnected by the customer or ended by the user.

Data
Column Name Definition
Type

(Only for Central ART Setup) It shows the setup ID

Setup ID String
of the Ameyo Server, which is used for calling.

(Only for Central ART Setup) It shows the unique

Setup Name String
name of Ameyo Server, which is used for calling.

It denotes the row number for each entry in the

# Number
table.

It is the ID of the campaign in which the chat is

Campaign ID String
made.

It is the unique ID of a chat, of which detail is

Chat ID String
displayed in this row.

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It is the name of the queue in which the chat is

Queue Name String
made.

Queue ID String It is the ID of the queue in which the chat is made.

It is the name of the customer with whom the chat

Customer Name String is connected. It may remain blank for the

unidentified customer.

It is the email address of the customer with whom

Email String
the chat is connected.

It is the phone number of the customer with whom

Phone String
the chat is connected.

It is the ID of the customer with whom the chat is

Customer ID String
connected.

Source String It is the source from where the chat is initiated.

It contains the status of the Chat Progress..

Served: It is listed for those chats, which has been

Chat Status String served by a user.

Missed: It is listed for those chats, which has been

missed to be served.

It contains the name of the user, who has attended

Served By String
the chat.

It is the duration in which the first response is given

Agent First Response Time Duration
to the customer by the user.

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It is the total wait time spent by the customer on

this chat. If the chat has been transferred between

Total Customer Wait Time Duration
multiple queues, then wait time spent by the

customer in each chat transfer will be added.

Total Chat Duration Duration It is the total chat duration.

It is the disposition code in which the chat has been

Disposition String
disposed of.

It shows the total number of users who have

handled this chat. If the chat has been transferred

Number of agents who
Number between multiple queues, then it will be a total
handled this chat
number of all agents who handled this chat in

different queues.

It shows the type of the chat that an agent has

Chat Type
String received. The chat can be of transferred or
(Transferred/Requested)
requested that an agent can receive.

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5. Interaction Reports

Ameyo Archiving and Reporting Tool (ART) contains the following reports for Interaction

Campaigns.

1. Feedback Report

2. Interaction Activity Daily Report

3. Interaction Details Report

4. Interaction Service Level Report

5. Transition Daily Report

5.1 Feedback Report

This report provides the details of interactions including their key information and feedback

data.

The Administrator has to perform the backend configuration to create the Feedback Schemas.

The required Schema has to be selected while generating the report.

You can generate this report for the following types of interactions.

• Created in selected time duration: Select it to generate the reports only for those

interactions which has been created only in the selected duration.

• Closed in selected time duration: Select it to generate the reports only for those

interactions which has been closed only in the selected duration.

• Created or Closed in selected time duration: Select it to generate the reports for

those interactions which are either created or closed in the selected duration.

If the Administrator has created the Custom Fields and assigned them to the Interaction

Campaign, for which you are generating this report, then these custom fields will also be

added to this report.

We have selected "Created or Closed in selected time duration" option to create this Definition

Document. Also, no Custom Field is included in this test case.

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Data
Column Name Definition
Type

(Only for Central ART Setup) It shows the setup ID of the

Setup ID String
Ameyo Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of

Setup Name String
Ameyo Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Ticket ID Number It is the ID of the ticket.

It is the Custom Ticket ID of the ticket. This column will

Custom ID Number contain the value only when the Administrator has

customized the Ticket ID.

Date and It contains the date and time when this ticket was
Created On
Time created.

It is the name of the campaign in which this ticket was

Campaign Name String
created.

It is the ID of the campaign in which this ticket was

Campaign ID String
created.

It is the name of the queue in which this ticket was

Queue Name String
created.

Queue ID String It is the ID of the queue in which this ticket was created.

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It is the name of the channel through which the user has

Channel String initiated the customer communication for which this

ticket has been created or modified.

Date and It contains the date and time when this ticket was
Last Modified
Time modified last.

It contains the external state, in which the ticket has been

External State String
disposed of.

It contains the internal state (member of External State),

in which the ticket has been disposed of.

For example, the External State of a ticket is "Closed", but

Internal State String
the internal state can be "Resolved" or "Unresolved",

because "Resovled" and "Unresolved" are members of

"Closed" Internal State.

Ticket Priority Duration It contains the current priority of the ticket.

It contains the subject of the email or other customer

Ticket Subject String communication for which this ticket has been created or

modified.

It shows the time duration taken to assign this ticket to

Time to Assign Duration
any agent.

It contains the ID of the customer, who have sent the

Customer ID String
interaction upon which this ticket has been created.

It shows the time duration taken for delivering first

Time to Response Duration
response on this ticket by any agent.

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It contains the name of the agent to whom this ticket is

Agent String
assigned currently.

It contains the name of the customer, who have sent the

Customer Name String
interaction upon which this ticket has been created.

Date and
Closed On It shows the date and time when this ticket was closed.
Time

It contains the answer given by the customer of the

query, "How would you rate your overall experience with

Support Desk".
How would you rate
Feedback Schema contains such custom questions which
your overall
String can be asked to the customers, the customers reply to
experience with
these questions, and provide a score. Therefore, the
Support Desk
values of such columns can be different for different

users as these columns depends upon the selected

Feedback Schema while generating the reports.

It contains the score given by the customer for the query,

"How would you rate your overall experience with

Support Desk".
Score String
"Score" Column will be included with every feedback

question column. It will save the value of score provided

by the customer for a feedback question.

Has this issue been It contains the answer given by the customer of the

fully resolved to your String query, "Has this issue been fully resolved to your

satisfaction? satisfaction?".

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It contains the score given by the customer for the query,

Score String
"Has this issue been fully resolved to your satisfaction?".

Rate customer It contains the answer given by the customer of the

support executive on String query, "Rate customer support executive on being

being knowledgeable knowledgeable".

It contains the score given by the customer for the query,

Score String "Rate customer support executive on being

knowledgeable".

It contains the Customer Satisfaction Feedback or value

CSAT String
provided by the customer.

It shows all the comments respective to the feedback

Comment String
submitted by the customer.

5.2 Interaction Activity Daily Report

This report provides a queue and campaign-wise summary of activities on interactions.

Data
Column Name Definition
Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo
Setup ID String
Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of

Setup Name String
Ameyo Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

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Date Date It contains the date when interaction was made.

It is the name of the campaign in which the interaction was

Campaign Name String
made.

Queue Name String It is the name of the queue in which the interaction was made.

Interactions
Number It is the number of interactions handled.
Handled

New Created Number It is the number of newly created interactions.

System
Number It is the number of interactions assigned by the system.
Assigned

Supervisor
Number It is the number of interactions assigned by the Supervisors.
Assigned

Interactions
Number It is the number of interactions picked by the users themselves.
Picked

Transferred to It is the number of interactions, which were transferred to the

Number
Queue queue.

Transferred to It is the number of interactions, which are transferred to the

Number
Agent users.

It is the number of interactions, which were transferred

Transferred
Number automatically from one queue to another as they were not
From Queue
handled during a timeout period.

Merged Number It is the number of interactions, which has been merged.

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It is the number of merged interactions, which has been split

Splitted Number
now.

Closed Number It is the number of interactions, which has been closed.

Expired Number It is the number of interactions, which has been expired.

It is the number of internal notes added on a ticket by the

Internal Notes Number
users.

5.3 Interaction Details Report

This report provides the details of the tickets in a campaign. A new row is added whenever a

ticket is created, modified, or deleted.

You can generate this report for the following types of interactions.

• Created in selected time duration: Select it to generate the reports only for those

interactions which has been created only in the selected duration.

• Closed in selected time duration: Select it to generate the reports only for those

interactions which has been closed only in the selected duration.

• Created or Closed in selected time duration: Select it to generate the reports for

those interactions which are either created or closed in the selected duration.

If the Administrator has created the Custom Fields and assigned them to the Interaction

Campaign, for which you are generating this report, then these custom fields will also be

added to this report.

We have selected "Created or Closed in selected time duration" option to create this Definition

Document. Also, no Custom Field is included in this test case.

Column
Data Type Definition
Name

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(Only for Central ART Setup) It shows the setup ID of the Ameyo
Setup ID String
Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of Ameyo
Setup Name String
Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Ticket ID Number It is the ID of the ticket.

It is the Custom Ticket ID of the ticket. This column will contain

Custom ID Number the value only when the Administrator has customized the

Ticket ID.

Ticket It is the subject of the ticket through which the ticket is being
String
Subject created in the Ameyo.

Date and
Created On It contains the date and time when this ticket was created.
Time

Created By String It contains the name of the agent who created the ticket.

Campaign
String It is the name of the campaign in which this ticket was created.
Name

Campaign ID String It is the ID of the campaign in which this ticket was created.

Queue Name String It is the name of the queue in which this ticket was created.

Queue ID String It is the ID of the queue in which this ticket was created.

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It is the name of the channel through which the user has

Channel String initiated the customer communication for which this ticket has

been created or modified.

Last Date and

It contains the date and time when this ticket was modified last.
Modified Time

Status String It contains the current status of the ticket.

It contains the name of the agent to whom this ticket is assigned

Agent String
currently.

Ticket
Duration It contains the current priority of the ticket.
Priority

Assign Time It shows the Assign Time SLA during which the ticket should be
Duration
SLA assigned.

Time to It shows the time duration taken to assign this ticket to any
Duration
Assign agent.

First
It shows the First Response SLA during which the first response
Response Duration
should have been sent on this ticket.
SLA

Time to It shows the time duration taken for delivering first response on
Duration
Response this ticket by any agent.

Resolve Time It shows the Resolve Time SLA during which this ticket should
Duration
SLA have been resolved.

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Time to
Duration It shows the time duration taken for resolving this ticket.
Resolve

Date and
Closed On It shows the date and time when this ticket was closed.
Time

It shows the ID of the customer which is generated by the

Customer ID String
Ameyo.

Customer It shows the name of the customer, if the customer is registered

String
Name in Ameyo.

Reopen It shows the total number of all those tickets which are
Number
count reopened.

Customer It shows the Email address of the customer, if registered in

String
Email Ameyo.

Customer It shows the Phone number through which the customer is

Number
Phone registered in Ameyo.

The Interaction Details Report shows the data for the all the interactions. And, it also includes

the data of "Custom Fields" (if created) in their respective columns. But sometimes, the

customer can delete or unassign the custom fields present in the interaction campaign

according to their use. In such cases, the new reports fetched from Ameyo does not include

the data of the custom fields, and the respective columns for them will also be deleted from

the reports. This is because, the reports for Interaction is fetched at run-time and at that time

the custom field is not present to be fetched, even in the new reports fetched for previous

time. However, the data of custom fields will always be present in the database.

5.4 Interaction Service Level Report

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This report provides information in terms of achieved and broken SLA of interactions in

different queues and campaigns.

Column Name Data Type Definition

(Only for Central ART Setup) It shows the setup ID of

Setup ID String
the Ameyo Server, which is used for calling.

(Only for Central ART Setup) It shows the unique

Setup Name String
name of Ameyo Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Date Date It shows the date when interaction was made.

It is the name of the campaign in which the

Campaign Name String
interaction was made.

It is the name of the queue in which the interaction

Queue Name String
was made.

Interactions Assigned
It is the number of interactions which has been
within Assignment Number
assigned to the user within Assign Time SLA.
Time

Interactions Assigned It is the number of interactions, which has been

Number
after SLA Breach assigned after the breach of Assign Time SLA.

Average Assignment It is the average of time durations in which the

Duration
Time interactions have been assigned to the users.

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Percentage of This percentage is equal to the number of

Interactions Assigned Percentage interactions assigned with Assign Time SLA divided by

within SLA time the total number of interactions in the campaign.

Interactions It is the number of interactions, which were

Responded after SLA Number responded by the users after the breach of First

Breach Response Time SLA.

Average First Response It is the average of time durations in which the first
Duration
Time response was delivered on all interactions.

Percentage of This percentage is equal to the number of

Interactions interactions responded within First Response Time

Percentage
Responded within SLA SLA divided by the total number of interactions in the

time campaign.

Interactions Resolved It is the number of interactions resolved within the

Number
within Resolve Time Resolve Time SLA.

Interactions Resolved It is the number of interactions resolved after the

Number
after SLA breach breach of Resolve Time SLA.

It is the average of all time durations in which the

Average Resolve Time Duration
interactions are resolved in the campaign.

Percentage of This percentage is equal to the number of

Interactions Resolved Percentage interactions resolved with Resolve Time SLA divided

within SLA time by the total number of interactions in the campaign.

5.5 Transition Daily Report

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This report provides detailed information about interaction state transitions grouped by

campaign and queue.

Data
Column Name Definition
Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo
Setup ID String
Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of Ameyo
Setup Name String
Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Date Date It shows the date when interaction was made.

Campaign It is the name of the campaign in which the interaction was

String
Name made.

Queue Name String It is the name of the queue in which the interaction was made.

Interactions
Number It is the number of handled interactions.
Handled

New Created Number It is the number of newly created interactions.

It is the number of new interactions that are pending to be

New to Open Number
opened.

Open To Close Number It is the number of opened interactions that have been closed.

Close to Open Number It is the number of closed interactions that have been reopened.

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It is the number of interactions that have been opened now and

Open to
Number moved to "Pending" state. It means that the interaction is
Pending
pending for some reason and its SLA will not be counted.

Pending to It is the number of interactions, which were pending but now has
Number
Open been reopened and now their SLA will be counted.

Pending to It is the number of interactions, which were pending but now has
Number
Close been closed.

It is the number of new interactions, which has been moved to

New to
Number "Pending" State. It means that the interaction is pending for
Pending
some reason and its SLA will not be counted.

New to Close Number It is the number of new interactions, which has been closed.

It is the number of interactions, which has been merged into one

Merged Number
interaction.

Splitted Number It is the number of merged interactions, which has been split.

Expired Number It is the number of interactions, which has been expired.

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6. CRM Reports

Ameyo Archiving and Reporting Tool (ART) contains the following reports for CRM.

1. CRM Details Report

2. CRM Lead Details Report

6.1 CRM Details Report

This report provides a summary of each disposition made by the user for a call. This report

can be used to track the state changes of a customer in the system.

The columns of this report will be changed with the modification in Ameyo CRM or with the

integration of a third-party CRM.

Following column fields are available by default in Ameyo CRM.

Data
Column Name Definition
Type

(Only for Central ART Setup) It shows the setup ID of the Ameyo
Setup ID String
Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of

Setup Name String
Ameyo Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Call ID String It is the ID of the call. Every call has a unique ID.

Campaign
String It is the name of the campaign in which the call was made.
Name

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Date and
Date It contains the date and time when the call was made.
Time

It is the ID of the lead from which the call made. Every lead has
Lead ID String
a unique ID>

Customer ID String It is the ID of the customer who was on the call.

Phone Number It is the phone number of the customer used for the call.

It shows the type of call. It can have any of the following values.

• inbound.call.dial: It specifies the call that has been

dialed in an inbound campaign.

• outbound.auto.dial: It specifies the call that has been

auto-dialed in an outbound campaign.

• outbound.callback.dial: It specifies the call that is a

callback in the outbound campaign.

• outbound.auto.preview.dial: It specifies the call that

Call Type String has been dialed through Automatic Preview in an

outbound campaign.

• transferred.to.campaign.dial: It specifies the call that

has been transferred to this campaign.

• outbound.manual.dial: It specifies the call that has

been dialed manually in an outbound campaign.

• click.to.call.dial: It specifies the call that has been

generated by click on the customer's phone number on

its page.

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System It shows the system disposition with which the call has been
String
Disposition disposed of.

Number of
Number It is the number of attempts made for this call.
Attempts

Association
String It is the type of call association.
Type

User ID String It is the ID of the user with whom the call was associated.

Username String It is the name of the user with whom the call was associated.

It is the disposition class of the disposition code, which has

Disposition
String been selected by the use while disposing of the customer
Class
communication.

Disposition It is the disposition code, which has been selected by the user
String
Code while disposing of the customer communication.

It is the time duration of a call excluding the Customer Hold

Talk Time Duration
Time.

It is the time duration spent by the user between the call

Wrap Time Duration
disconnection and its disposition.

It is Call RunTime Object ID, which is the unique identification

of a customer call leg or phone call leg in Ameyo. For Example,

crt_object_id String when a manual dial is done by the agent, Ameyo creates a

unique ID to identify the customer call leg even before initiating

the call.

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customer_id String It is the ID of the customer. Every customer has a unique ID.

It is the Unique Session Session, that is assigned by Ameyo

uniquely for every transaction of the agent presence in the

session_id String system. For every login-logout, a token is created which is used

to authorize every request before performing the actual

operation.

It is User Call RunTime Object ID, which is the unique

identification of a user call leg in Ameyo. Ameyo identifies each

usercrtobjectid String
user call leg as soon as the agent selects the extension or

WebRTC.

It is the phone number of a customer, which has been stored

Phone 1 Number
in "Phone 1" field.

It is the phone number of a customer, which has been stored

Phone 2 Number
in "Phone 2" field.

It is the phone number of a customer, which has been stored

Phone 3 Number
in "Phone 3" field.

queue_id String It is the ID of the queue, in which the call was connected.

queue_name String It is the name of the queue, in which the call was connected.

call_date Date It contains the date when the call was made.

verifiername String It is the name of the user who has verified the customer.

disposition String It is the disposition in which the call has been disposed of.

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user_id String It is the ID of the user who was connected on the call.

It is the phone number of the customer, with which the call was
phoneoriginal Number
made.

updatedon Date It contains the date when this record was last updated.

feedback String It shows the feedback received for this call.

It shows whether the customer phone number used in this call

isnewnumber String
is new or not.

It contains the title of the name of the customer connected on

title String
the call.

It contains the first name of the customer connected on the

fname String
call.

It contains the middle name of the customer connected on the

mname String
call.

lname String It contains the last name of the customer connected on the call.

It contains the designation of the customer connected on the

designation String
call.

emailid String It contains the Email ID of the customer connected on the call.

It contains the marital status of the customer connected on the

marital_status String
call.

sex String It contains the sex of the customer connected on the call.

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It contains the house number of the customer's address, who

houseno String
is connected on the call.

It contains the street number of the customer's address, who

streetno String
is connected on the call.

It contains the landmark of the customer's address, who is

landmarks String
connected on the call.

It contains the city of the customer's address, who is connected

city String
on the call.

It contains the state of the customer's address, who is

state String
connected on the call.

It contains the Zip Code of the customer's address, who is

zip String
connected on the call.

It contains the country of the customer's address, who is

country String
connected on the call.

It contains the Bank name of the customer connected on the

bankname String
call.

It contains the bank account number of the customer

accno String
connected on the call.

bankaccname String It contains the name of the person who uses the bank account.

It contains the Bank Sort Code for the bank account number of

sortcode String the connected customer. It may remain blank in the regional

places, where sort code is not applicable.

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It contains the Social Security Number of the customer

ssno String
connected on the call.

It contains the comments made by the customer connected on

comments String
the call.

It contains the alternate number of the customer connected on

altno Number
the call.

It contains the cell phone number of the customer connected

mobileno Number
on the call.

It contains the fax number of the customer connected on the

faxno Number
call.

It contains the Occupation of the customer connected on the

occupation String
call.

It contains the date of birth of the customer connected on the

dob Date
call.

It contains the county name of the customer connected on the

county String
call.

It contains the name of the company of the customer

companyname String
connected on the call.

btnumber Number

leadid String It is the ID of the lead from which the call is connected.

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It is the phone number of the customer's home, who is

homephone Number
connected to the call.

It is the phone number of the customer's office, who is

officephone Number
connected to the call.

It contains the disposition code with which the call has been
dispositionattr String
disposed of.

6.2 CRM Lead Details Report

This report can be fetched to get the current state of the customers in Ameyo. This report

also gives CRM data.

The columns of this report will be changed with the modification in Ameyo CRM or with the

integration of a third-party CRM.

Following column fields are available by default in Ameyo CRM.

Data
Column Name Definition
Type

(Only for Central ART Setup) It shows the setup ID of the

Setup ID String
Ameyo Server, which is used for calling.

(Only for Central ART Setup) It shows the unique name of

Setup Name String
Ameyo Server, which is used for calling.

# Number It denotes the row number for each entry in the table.

Customer Id String It is the ID of the customer who is connected on the call.

Lead Id String It is the ID of the lead through which the call has been made.

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It is the name of the lead through which the call has been
Lead Name String
made.

Campaign ID String It is the name of the campaign in which the call is connected.

Upload Date Date It is the date when the lead was uploaded.

TimeZone String It is the time zone specified in the lead.

Phone 1 Number It is the phone number of the customer in "Phone 1" field.

Phone 2 Number It is the phone number of the customer in "Phone 2" field.

Phone 3 Number It is the phone number of the customer in "Phone 3" field.

Status String It is the status of the call.

Attempts Number It is the number of the attempts to connect this call.

Last Churn Date Date It is the date when this number was last churned.

Churn Count Number It is the count of churning done on this number.

It contains "Yes" if the number is the Do Not Call in the Do Not

Is DNC String Call (DNC) List uploaded in the Supervisor interface. Else it

contains "No".

Is Excluded It contains "Yes" if this call has been disposed as "Excluded".

String
Disposed Else it contains "No".

Excluded
Date It is the date when this number was disposed as "Excluded".
Disposition Date

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Is Callback It contains "Yes" if the callback has been scheduled for this
String
Scheduled number. Else it contains "No".

Last Call ID String It is the ID of the last call made to this customer.

Last Call Time Time It is the time when the last call was made to this customer.

It is the last phone number of the customer which was

Last Phone Number
connected.

Last Call System

String It was the system disposition of the last call for this customer.
Disposition

Association Type String It is the type of association made on this call.

It is the ID of the user who is associated with the customer's

User ID String
last call.

It is the name of the user who is associated with the

Username String
customer's last call.

It is the disposition class of the disposition code in which the

Disposition Class String
last call has been disposed of.

It is the disposition code in which the last call has been

Disposition Code String
disposed of.

It is the amount of time spent by the user on a call with the

User Talktime Duration customer. This time does not include the time for which the

call was on "HOLD".

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It is the total time taken by the user to dispose of the call after
Wrap Time Duration
its disconnection in the specified interval.

It is Call RunTime Object ID, which is the unique identification

of a customer call leg or phone call leg in Ameyo. For Example,

crt_object_id String when a manual dial is done by the agent, Ameyo creates a

unique ID to identify the customer call leg even before

initiating the ca

It is the Unique Session Session, that is assigned by Ameyo

uniquely for every transaction of the agent presence in the

session_id String system. For every login-logout, a token is created which is

used to authorize every request before performing the actual

operation.

queue_id String It is the ID of the queue in which the call has been received.

It is the name of the queue in which the call has been

queue_name String
received.

updatedon Date It is the date when this record was last updated.

feedback String It shows the feedback received for this call.

It shows whether the customer phone number used in this

isnewnumber String
call is new or not.

It contains the title of the name of the customer connected

title String
on the call.

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It contains the first name of the customer connected on the

fname String
call.

It contains the middle name of the customer connected on

mname String
the call.

It contains the last name of the customer connected on the

lname String
call.

It contains the designation of the customer connected on the

designation String
call.

emailid String It contains the Email ID of the customer connected on the call.

It contains the marital status of the customer connected on

martial_status String
the call.

sex String It contains the sex of the customer connected on the call.

It contains the house number of the customer's address, who

houseno String
is connected on the call.

It contains the street number of the customer's address, who

streetno String
is connected on the call.

It contains the landmark of the customer's address, who is

landmarks String
connected on the call.

It contains the city of the customer's address, who is

city String
connected on the call.

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It contains the state of the customer's address, who is

state String
connected on the call.

It contains the Zip Code of the customer's address, who is

zip String
connected on the call.

It contains the country of the customer's address, who is

country String
connected on the call.

It contains the Bank name of the customer connected on the

bankname String
call.

It contains the bank account number of the customer

accno String
connected on the call.

It contains the name of the person who uses the bank

bankaccname String
account.

It contains the Bank Sort Code for the bank account number

sortcode String of the connected customer. It may remain blank in the

regional places, where sort code is not applicable.

It contains the Social Security Number of the customer

ssno String
connected on the call.

It contains the comments made by the customer connected

comments Number
on the call.

It contains the alternate number of the customer connected

altno Number
on the call.

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It contains the cell phone number of the customer connected

mobileno Number
on the call.

It contains the fax number of the customer connected on the

faxno String
call.

It is the date when the customer's information in the lead was

occupation Date
uploaded.

It contains the date of birth of the customer connected on the

dob String
call.

It contains the county name of the customer connected on

county String
the call.

It contains the name of the company of the customer

companyname Number
connected on the call.

btnumber String

leadid Number It is the ID of the lead from which the call is connected.

It is the phone number of the customer's home, who is

homephone Number
connected on the call.

It is the phone number of the customer's office, who is

officephone Number
connected on the call.

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7. Group Agent Reports

Ameyo Archiving and Reporting Tool (ART) contains the following reports for Group Agents.

1. Group Agent Productivity Interval Summary Report

2. Group Agent Productivity Summary Report

3. Group Agent Session Details Report

7.1 Group Agent Productivity Interval Summary Report

The report provides a user-wise summary of call information for the selected Groups for the

specified interval.

The report contains the information of the call only for the period of time for which the agent

is assigned into that group.

Column Data
Definition
Name Type

Interval It shows the time when the interval to collect the data for generating the report
Time
Start Time starts. It is selected by the user while generating the report.

Interval It shows the time when the interval to collect the data for generating the report
Time
End Time ends. It is selected by the user while generating the report.

Process
String It is the name of the process in which the call is made.
Name

Campaign
String It is the name of the campaign in which the call is made.
Name

Group
String It is the name of the group in which the agent is assigned.
Name

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User
String It is the name of the user with whom the call was associated in the selected interval.
Name

User ID String It is the ID of the user with whom the call was associated in the selected interval.

It is the total time duration for which the user was staffed in a group of that

campaign in the pre-selected interval. It includes their break time also.

Total

Staffed Duration

Duration

Figure: Total Staffed Duration

It is the total time duration for which the user was active in a group of that

campaign. It is equal to the ready duration of a user on all sessions of in the pre-

selected interval.

Total Total Ready Duration is equal to the sum of duration for which user was on Auto-

Ready Duration Call On and the duration for which the user was on Auto-Call Off.

Duration

Figure: Total Ready Duration

Total It is the total duration for which a user was on break in a campaign of that group

Break Duration in the pre-selected interval. It is the sum of break duration of a user on all sessions

Duration in the pre-selected interval.

It is the total Idle time spent by the user in a campaign of that group. It is equal to
Total Idle
Duration the total ready duration minus the sum of total service time in the interval in that
Time
campaign for the given period of time.

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Figure: Total Idle Time

Avg.
It is the average of all time duration for which a user's phone was ringing for all
Ringing Duration
calls in a campaign of that group in the pre-selected interval.
Time

It is the average talk time spent by the user on the calls in a campaign of that group

in the pre-selected interval. It is equal to the total talk time of the user divided by

the total calls answered by the user.

Avg. Talk
Duration
Time

Figure: Average Talk Time of User

Avg. ACW It is the average of wrap time spent by a user on all its connected and disconnected
Duration
Duration calls in a campaign of that group in the pre-selected interval.

It is equal to the sum of Customer Talk Time, Customer Hold Time, and Wrap Time

of Connected Calls divided by the total connected calls by a user in a campaign of

that group in the pre-selected interval. It includes only Customer Interactions, but

Dial User (Internal Calls) are not included.

Avg.

Handling Duration

Time

Figure: AHT Calculation

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AHT does not include the Average Wrap Time of a user as the Average Wrap Time

will also include the wrapping of not connected calls.

Total Talk
It is the total of all talk time durations on the connected calls spent by the users in
Time in Duration
a campaign of that group in the specified interval.
Interval

Total ACW ACW stands for After Call Work. It is the total of all time durations spent by the first

Duration Duration users on the calls answered in the specified interval between the call disconnection

in Interval and its disposition.

Auto-Call
It is the total duration for which the user was on "Auto-Call On" mode in a campaign
On Duration
of that group in the pre-selected duration.
Duration

Auto-Call
It is the total duration for which the user was on "Auto-Call Off" mode but was on
Off Duration
"Ready" mode in a campaign of that group in the pre-selected duration.
Duration

It shows the total number of auto-dial calls made in the specified interval, whether

Auto Dials Number they are connected or not connected. It does not include those calls which are

auto-previewed and then auto-dialed.

Auto It shows the total number of auto-previewed and auto-dialled calls made in the

Preview Number specified interval, whether they are connected or not. It does not include Auto Dial

Dials Calls, which are not previewed.

Inbound It shows the total number of inbound calls (disposed in all system dispositions) in
Number
Received the specified interval, whether they are connected or not connected.

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It shows the total number of manual dial calls made in the specified interval,
Manual
Number whether they are connected or not connected. It does not include Manual Preview
Dials
Dial Calls.

Manual It shows the total number of manually previewed and dialed calls in the specified

Preview Number interval, whether they are connected or not connected. It does not include the

Dials Manual Dial Calls, which are not previewed.

It shows the total number of callbacks made in the specified interval, whether they
Callbacks
Number are connected or not connected. It includes Queue Callback, Campaign Callback,
Received
Self Callback, and Preview Callback.

Transfers It shows the total number of transferred calls received in the specified interval,
Number
Received whether they are connected or not connected.

Auto
It is the total customer talk time spent on all calls dialed by the Auto-Dialers in the
Dialer
Duration specified interval. It does not include Auto Preview Dial calls, which are previewed
Calls Talk
before dialing.
Time

Inbound
It is the total customer talk time spent on all inbound calls received in the specified
Calls Talk Duration
interval.
Time

Manual
It is the total customer talk time spent on all calls which are manually dialed in the
Calls Talk Duration
specified interval. It does not include Manual Preview Dial Calls.
Time

Callback
It is the total customer talk time spent on all calls made for the callbacks in the
Calls Talk Duration
specified interval.
Time

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Transfer

to
It is the total customer talk time spent on all calls transferred to this in the specified
Campaign Duration
interval of that group.
Calls Talk

Time

It is the total customer talk time spent on all outbound calls in the specified interval
Click to
which are made using click-to-call feature, that is, making a call by clicking the
Call Talk Duration
phone number displayed in the Customer Information or anywhere else in the
Time
system.

It shows the total number of auto-dial calls, which are connected to the customers,
Connected
Number in the specified interval. It does not include those calls which are auto-previewed
Auto Dials
and then auto-dialed.

Connected It shows the total number of inbound calls (disposed in all system dispositions),
Number
Inbound which are connected to the agents in the specified interval.

Connected It shows the total number of manual dial calls, which are connected to the

Manual Number customers, made in the specified interval. It does not include Manual Preview Dial

Dials Calls.

It shows the total number of callbacks, which are connected to the customers, in
Connected
Number the specified interval. It includes Queue Callback, Campaign Callback, Self Callback,
Callbacks
and Preview Callback.

Connected It shows the total number of transferred calls received, which are connected to the
Number
Transfers agents, in the specified interval.

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Connected
It is the total number of manually previewed and dialed calls, which are connected
Manual
Number to the customers in the specified interval. It does not include the Manual Dial Calls,
Preview
which are not previewed.
Dials

Connected
It shows the total number of auto-previewed and auto-dialled calls made in the
Auto
Number specified interval, which are connected to the customers. It does not include Auto
Preview
Dial Calls, which are not previewed.
Dials

It shows the total number of all calls (connected or not connected) which are made,

Click-To- in the specified interval, using click-to-call feature, that is, making a call by clicking
Number
Calls the phone number displayed in the Customer Information or anywhere else in the

system.

It shows the total number of customer-connected calls which are made, in the
Connected
specified interval, using click-to-call feature, that is, making a call by clicking the
Click-to- Number
phone number displayed in the Customer Information or anywhere else in the
Calls
system.

Auto
It shows the total duration of the call in which it was in ringing state in case of the
Dialer Duration
auto-call on.
Ring-Time

Inbound It shows the total duration of the time for an inbound call in which the call was in
Duration
Ring Time the ringing state.

Manual It shows the total duration of the time for an outbound manual call in which the
Duration
Ring Time call was in the ringing state at the customer end.

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Callback
It shows the total duration of the time for the callback calls in which the call was in
Calls Ring Duration
the ringing state at the customer end.
Time

Transfer

To It shows the total duration of the time for the call when the call has been
Duration
Campaign transferred for which the call was in the ringing state.

Ring Time

Total
It shows the total number of calls that have been wrapped or completed by the
Wrapped Number
agent in the given duration of the time span.
Calls

Auto

Dialer It shows the total time taken by the agent for the ACW or dispose-off the call when
Duration
Calls ACW auto-dialing was enabled.

Duration

Inbound
It shows the total time taken by the agent for the ACW or dispose-off the call for
Calls ACW Duration
the inbound calls.
Duration

7.2 Group Agent Productivity Summary Report

The report provides a user-wise summary of call information in a campaign of the group.

Column Data
Definition
Name Type

Process
String It is the name of the process in which the call is made.
Name

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Group
String It is the name of the group in which the agent is assigned.
Name

Campai

gn String It is the name of the campaign in which the call is made.

Name

User ID String It is the ID of the user with whom the call was associated.

User
String It is the name of the user with whom the call was associated.
Name

It is the total time duration for which the user was staffed in a campaign
Total of that group. It includes their break time also.
Staffed Durati

Duratio on

Figure: Total Staffed Duration

It is the total time duration for which the user was active in a campaign

of that group. It is equal to the ready duration of a user on all sessions in

the pre-selected interval.

Total
Total Ready Duration is equal to the sum of duration for which user was
Ready Durati
on Auto-Call On and the duration for which the user was on Auto-Call Off.
Duratio on

Figure: Total Ready Duration

Total Durati It is the total duration for which a user was on break in a campaign of that

Break on group. It is the sum of break duration of a user on all sessions.

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Duratio

It is the total Idle time spent by the user in that campaign of that group.

It is equal to the total ready duration minus the sum of total service time
Total in the interval in that campaign for the given period of time.
Durati
Idle
on
Time

Figure: Total Idle Time

Avg.
Durati It is the average of all time durations for which a user's phone was ringing
Ringing
on for all calls in a campaign of that group.
Time

It is the average talk time spent by the user on the calls in a campaign of

that group. It is equal to the total talk time of the user divided by the total

Avg. calls answered by the user.

Durati
Talk
on
Time

Figure: Average Talk Time of User

Avg.

ACW Durati It is the average of wrap time spent by a user on all its connected and

Duratio on disconnected calls in a campaign of that group.

Avg.
Durati It is equal to the sum of Customer Talk Time, Customer Hold Time, and
Handlin
on Wrap Time of Connected Calls divided by the total connected calls by a
g Time

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user in a campaign of that group. It includes only Customer Interactions,

but Dial User (Internal Calls) are not included.

Figure: AHT Calculation

AHT does not include the Average Wrap Time of a user as the Average

Wrap Time will also include the wrapping of not connected calls.

Total

Talk Durati It is the total of all talk time durations on the connected calls spent by the

Time in on users in a campaign in the specified interval of that group.

Interval

Total

ACW ACW stands for After Call Work. It is the total of all time duration spent by
Durati
Duratio the first users on the calls answered in the specified interval between the
on
n in call disconnection and its disposition.

Interval

Auto-

Call On Durati It is the total duration for which the user was on "Auto-Call On" mode in

Duratio on a campaign of that group.

Auto- Durati It is the total duration for which the user was on "Auto-Call Off" mode but

Call Off on on "Ready" mode in a campaign of that group.

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Duratio

It shows the total number of auto-dial calls made in the campaign of that
Auto Numb
group, whether they are connected or not connected. It does not include
Dials er
those calls which are auto-previewed and then auto-dialed.

Inboun
It shows the total number of inbound calls (disposed in all system
d Numb
dispositions) in the inbound campaign of that group, whether they are
Receive er
connected or not connected.
d

It shows the total number of manual dial calls made in the campaign of
Manual Numb
that group, whether they are connected or not connected. It does not
Dials er
include Manual Preview Dial Calls.

Callback
It shows the total number of callbacks made in the campaign of that
s Numb
group, whether they are connected or not connected. It includes Queue
Receive er
Callback, Campaign Callback, Self Callback, and Preview Callback.
d

Transfe

rs Numb It shows the total number of transferred calls received in the campaign

Receive er of that group, whether they are connected or not connected.

Auto
It is the duration, for which the agent's phone is ringing, on the calls dialed
Dialer Durati
by the Auto-Dials. It does not include those calls which are auto-
Ring on
previewed and then auto-dialed.
Time

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Auto
It is the duration, for which the agent's phone is ringing, on the calls which
Preview Durati
are auto-previewed before auto-dialing. It does not include those calls
Ring on
which are auto-dialed only without preview.
Time

Inboun
Durati It is the duration, for which the agent's phone is ringing, on the inbound
d Ring
on calls only.
Time

Manua
Durati It is the duration, for which the agent's phone is ringing, on the manually
l Ring on dial outbound calls. It does not include Manual Preview Dials.

Time

Manual
It is the duration, for which the agent's phone is ringing, on the manually
Preview Durati
previewed and dialed outbound calls. It does not include Manual Dial
Ring on
Calls, which are not previewed.
Time

Callback

Calls Durati It is the duration, for which the agent's phone is ringing, on the calls made

Ring on for the callbacks.

Time

Transfe

r to
Durati It is the duration, for which the agent's phone is ringing, on the calls
Campai
on transferred to this campaign of that group.
gn Ring

Time

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Click To

Calls Durati It is the duration, for which the agent's phone is ringing, on the click-to-

Ring on call feature in this campaign of that group.

Time

Auto
It is the total customer talk time spent on all calls dialed by the Auto-
Dialer Durati
Dialers in this campaign of that group. It does not include Auto Preview
Talk on
Dial calls, which are previewed before dialing.
Time

Inboun

d Calls Durati It is the total customer talk time spent on all inbound calls received in this

Talk on campaign of that group.

Time

Manual
It is the total customer talk time spent on all calls which are manually
Calls Durati
dialed in this campaign of that group. It does not include Manual Preview
Talk on
Dial Calls.
Time

Callback

Calls Durati
It is the total customer talk time spent on all calls made for the callbacks.
Talk on

Time

Transfe

r to

Campai Durati It is the total customer talk time spent on all calls transferred in this

gn Calls on campaign of that group.

Talk

Time

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Auto

Dialer
It is the total ACW Duration spent on all calls dialed by the Auto-Dialers in
Calls Durati
this campaign of that group. It does not include Auto Preview Dial calls,
ACW on
which are previewed before dialing.
Duratio

Inboun

d Calls
Durati It is the total ACW Duration spent on all inbound calls received in this
ACW
on campaign of that group.
Duratio

Manual

Calls It is the total ACW Duration spent on all calls which are manually dialed
Durati
ACW in this campaign of that group. It does not include Manual Preview Dial
on
Duratio Calls.

Callback

Calls
Durati
ACW It is the total ACW Duration spent on all calls made for the callbacks.
on
Duratio

Transfe

r to
Durati It is the total ACW Duration spent on all calls transferred to this campaign
Campai
on of that group.
gn Calls

ACW

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Duratio

Connect It shows the total number of auto-dial calls, which are connected to the
Numb
ed Auto customers, in the campaign of that group. It does not include those calls
er
Dials which are auto-previewed and then auto-dialed.

Connect
It shows the total number of inbound calls (disposed in all system
ed Numb
dispositions), which are connected to the agents in the inbound campaign
Inboun er
of that group.
d

Connect
It shows the total number of manual dial calls, which are connected to
ed Numb
the customers, made in the campaign of that group. It does not include
Manual er
Manual Preview Dial Calls.
Dials

Connect
It shows the total number of callbacks, which are connected to the
ed Numb
customers, in the campaign of that group. It includes Queue Callback,
Callback er
Campaign Callback, Self Callback, and Preview Callback.
s

Connect

ed Numb It shows the total number of transferred calls received, which are

Transfe er connected to the agents, in the campaign of that group.

rs

Manual
It is the total customer talk time spent on all calls which are manually
Preview Durati
previewed and then dialed in this campaign of that group. It does not
Talk on
include Manual Dial Calls, which are not previewed.
Time

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Manual

Preview It is the total ACW Duration spent on all calls which are manually
Durati
ACW previewed and then dialed in this campaign of that group. It does not
on
Duratio include Manual Dial Calls, which are not previewed.

Auto
It is the total customer talk time spent on all calls which are auto
Preview Durati
previewed and then auto-dialed in this campaign of that group. It does
Talk on
not include Auto Dial Calls, which are not previewed.
Time

Auto

Preview It is the total ACW Duration spent on all calls which are auto- previewed
Durati
ACW and then auto-dialed in this campaign of that group. It does not include
on
Duratio Auto Dial Calls, which are not previewed.

It is the total customer talk time spent on all outbound calls which are
Click to
Durati made using click-to-call feature, that is, making a call by clicking the phone
Call Talk
on number displayed in the Customer Information or anywhere else in the
Time
system.

Click to
It is the total ACW Duration spent on all outbound calls which are made
Calls
Durati using click-to-call feature, that is, making a call by clicking the phone
ACW
on number displayed in the Customer Information or anywhere else in the
Duratio
system.
n

Total
Durati It is the total time for which the customer was put on hold by the users in
Custom
on all calls with the hold in this queue.
er Hold

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Duratio

It is the average time for which the customer was put on hold by the users

in all calls with the hold in this queue. It is equal to the total hold time
Avg.
divided by the total calls with the hold.
Custom

er Hold Time

Duratio

Figure: Average Hold Time

Connect

ed It is the total number of manually previewed and dialed calls, which are
Numb
Manual connected to the customers in this campaign of that group. It does not
er
Preview include the Manual Dial Calls, which are not previewed.

Dials

Manual It shows the total number of manually previewed and dialed calls,
Numb
Preview whether they are connected or not connected. It does not include the
er
Dials Manual Dial Calls, which are not previewed.

Auto It shows the total number of auto-previewed and auto-dialled calls made
Numb
Preview in the campaign of that group, whether they are connected or not. It does
er
Dials not include Auto Dial Calls, which are not previewed.

Connect

ed It shows the total number of auto-previewed and auto-dialled calls made

Numb
Auto- in the campaign of that group, which are connected to the customers. It
er
Preview does not include Auto Dial Calls, which are not previewed.

Dials

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It shows the total number of all calls (connected or not connected) which

Click-to- Numb are made using click-to-call feature, that is, making a call by clicking the

Calls er phone number displayed in the Customer Information or anywhere else

in the system.

It shows the total number of customer-connected calls which are made

Connect
Numb using click-to-call feature, that is, making a call by clicking the phone
ed Click-
er number displayed in the Customer Information or anywhere else in the
to-Calls
system.

Total
Durati It is the total of all time durations for which a user's phone was ringing
Ring
on for all calls in a campaign of that group.
Time

Total It is the total of preview time, spent on all of those calls which are
Durati
Preview previewed before dialing such as auto-preview dialed calls and manual
on
Time preview dialed calls.

Avg. It is the average of preview time, spent on all of those calls which are
Durati
Preview previewed before dialing such as auto-preview dialed calls and manual
on
Time preview dialed calls.

Total
Numb It shows the total number of calls that have been wrapped or completed
Wrappe
er by the agent in the given duration of the time span.
d Calls

7.3 Group Agent Session Details

The report provides the detailed agent-wise session information (including the auto call on

the interval, agent break interval, auto call off interval, and others) of the agents of any group.

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If an agent is added in the group during one part of the interval selected to generate a report,

but the agent was not added during the previous part, then the data for the previous period

(when the agent was not a member) will not be included in the report.

For Example: A report is being generated for group1 for a duration of 9 hours from 10:00 to

19:00, but agent1 was added at 14:00, then the data for agent1 will be available from 14:00 to

19:00 only even if agent1 is working since 10:00 in other groups.

Column Data
Definition
Name Type

User ID String It is the ID of the user with whom the call was associated.

User Name String It is the name of the user with whom the call was associated.

Session ID String It shows the session ID of the user's current session.

It shows the date and time of the moment when the user is logged

on at the Ameyo System. This timestamp is created in Ameyo. A

new session is initiated whenever the login is done, and it is

Login Time Time indicated with a unique session ID.

It may not be equal to the actual time when the user clicked

"Login" button at the interface. It is because the system may take

the corresponding amount of time to authenticate the user logon.

It shows the date and time of the moment when the user is logged

out from the Ameyo System. This timestamp is created in Ameyo.

The current user login session is expired as a result of this action.

Logout Time Time
It may not be equal to the actual time when the user clicked

"Logout" button at the interface. It is because the system may take

the corresponding amount of time to logout the user.

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It is the time duration for which a user is logged on to the system

Total Login
Duration in a session. It is the difference between the logout time and login
Duration
time of a user's session.

Group Name String It is the name of the group in which the agent is assigned.

Campaign ID String It is the ID of the campaign in which the user is staffed.

Campaign
String It is the name of the campaign in which the user is staffed.
Name

Ready A unique ready history ID is assigned for a user whenever the user
String
History ID selects "Available" status after taking a break.

It is the timestamp at which the user has either selected a

Ready Start
Time campaign to logon or selected "Available" after returning from a
Time
break.

It is the timestamp at which the user has marked itself on break

Ready End
Time either by changing the campaign (deselecting current campaign),
Time
or logging out, or going on break.

It is the timestamp at which the user has marked its break end
Break End
Time either by deselecting a campaign, or logging out, or selecting
Time
"Available" status.

Break
String It shows the reason selected by a user for going on break.
Reason

It is the total time duration for which the user was ready to work
Ready
Duration in a campaign.
Duration
It is calculated per campaign basis by taking the difference

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between Ready End Time and Ready Start Time.

If a user has selected the multiple campaigns, total ready duration

might be different for different campaigns. Adding the total ready

duration for all campaigns will be greater than the total login

duration of a user.

It is the total duration for which a user was on break in a campaign

Break
Duration in the pre-selected interval. It is the sum of break duration of a
Duration
user on all sessions in the pre-selected interval.

Auto Call
It is the unique ID of a complete cycle that starts when the user
On/Off String
selected "Auto-Call On" and then selected "Auto-Call Off".
History ID

Auto-Call On It is the timestamp at which the user has selected "Auto-Call On"
Time
Start Time status.

It is the timestamp at which the user has changed its "Auto-Call

Auto-Call On On" status by selecting a break or "Auto-Call Off" status. It also

Time
End Time shows the timestamp when the Supervisor has selected this

status for the user from its console.

Auto-Call Off It is the timestamp when the user changed "Auto-Call Off" status
Time
End Time by selecting "Auto-Call On" status or by marking itself "Available".

It is the total time duration for which the user has turned on its

"Auto-Call On" status. It is calculated per campaign as the

Auto-Call On
Duration difference between "Auto-Call On End Time" and "Auto-Call On
Duration
Start Time". If the user has selected multiple campaigns, then it

can be different for each campaign.

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It is the total time duration for which the user has turned on its

"Auto-Call Off" status. It is calculated per campaign as the

Auto-Call Off
Duration difference between "Auto-Call Off End Time" and "Auto-Call Off
Duration
Start Time". If the user has selected multiple campaigns, then it

can be different for each campaign.

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