ameyo reports manual · 1.6.0 18-may-15 gaurav sharma about the document the document provides...

Initiation date 8-Feb-11

Document Number 20150518000002

Current Draft V1.6.0

Modification Date 18-May-15

Revision by Gaurav Sharma

Ameyo Reports Manual

Revision History

Confidential 1 AMEYO-v1.6.0-20150518000002

Version# Revision date Revised By

1.0.0 8-Feb-12 Tanu Verma

1.1.0 2-Jul-12 Tanu Verma

1.2.0 20-Oct-12 Tanu Verma

1.3.0 8-Nov-12 Tanu Verma

1.4.0 8-Nov-13 Tanu Verma

1.5.0 19-Jan-15 Sandeep Kumar

1.6.0 18-May-15 Gaurav Sharma

About the Document

The document provides guidelines about Ameyo Default Reports. It includes the description of Default Reports deployed at Customer place. It is

intended to be used by operation people of customers to provide the better understanding on Ameyo Reports. The document has to be shared

with teams (and stakeholders) and version controlled for proper project management. Any future change in the requirements and plan therefore

should be capture in the document itself.

Document History

Revised the description of Reports

Summary of changes

Reports Description

Defined the description of reports



Added New Reports and revised the description of Old Reports

Document Revised


Figure - 2a

Ameyo Reports

Ameyo Reports provides the users with a web based system administration and reporting tool. Ameyo Reports can be accessed using the following

URL

HTTPS://<ServerIPAddress>:8080

Ameyo Reports provides the users a privilege based access to the System Reports. The Ameyo username and Roles define the privileges allowed to

the users


Figure - 2b


Reporting Criteria Page

On selecting any of the listed Reports, the user is presented with Search and Filter page based on the report selected.

The user can be use either or a combination of search filters to extract the required reports. he filters that are not required to apply can be left

The Filters available to users are (each report will have a subset of these depending upon the type of reports being generated)

Figure - 3a


4. Users : To filter the data based on user who attended the call

5. Leads : Relevant of outbound campaigns , This allows the user to search the data for specific lead file uploaded

6. Call Type : User can select the type of call like outbound.auto.dial or inbound.call.dial that should be considered while fetching the report

7. User Dispositions: To filter the data based on the user dispositions.

8. System Disposition: To search the data based on the System disposition of the calls made

2. End Time : The user can select the End Time till which the report is required

1. Start Time : The user can select the Start Time from which the report is required

3. Campaigns : The user can select the campaign for which the report is required

Queue View

Once the filters are selected the User has the option to either view the reports on the Screen or Download the same as CSV, on selecting any of the

option the user is presented with the Queue View Page.

Figure - 4a


1. The reports that have been extracted.

2. The status of current report

3. The reports when are ready to be fetched are marked as Success,

4. The report fetch time , name, user, are mentioned in the details to identify the reports that are ready to be fetched , This allows the user

to simply access the queue view and again fetch the existing reports without having to repeat the entire process again

5. Based on View or Download selected on the Report Criteria Page the action is defined as view or download

Reports

The page shows the details of

The Report Output Headers will vary depending upon the Report Type and Report Criteria Selected by users. Following are the definition of some of

the report output headers.

Default Reports Along with DescriptionsThe flowing section describes the Default reports available under the Reports


ACD CALL DETAILS


Category Sub- CategoryCategory ACD

Campaign Inbound

Type Detail

Output options Duration

Output Description

S No1

2

3

4

S No1

2

3

4

DefinitionsValid for those calls which have reached to ACD

Valid for only inbound campaigns

The report will give details of each inbound calls reached to ACD

The data will be shown as detail for each call as selected by the user while fetching the report

This report provides detailed information of all inbound or transferred to campaign calls that have reached

the ACD

ACD CALL DETAILS

DESCRIPTION

INPUT PARAMETERS

Input Parameter DefinitionsStart Date+Time The time from which the report should show the data

End Date+Time The time till which the report should show data

ASSUMPTIONS

AssumptionsOnly Inbound Calls Details that reached the ACD are captured in This Report.

Once Calls Hang-up on Queue/ACD (Before Reaches to the Agents).It will be captured in This Reports.

Once Calls gets Reacd Three times and no agents picks the calls then only first queue hit Agents Details Captured in This Reports.

Once Calls gets Transferred by one agent to other agents. These transferred calls are not captured in these reports.

Campaign selection Campaigns as created in Ameyo

Queue selection Queue as created inAmeyo


Header Number 1 2 3 4 5

Headers Name Campaign name Phone DNIS Call type Call ID

DefinitionsCampaign Name as

configured

This will show Customer's

Phone Number used to

dial Call.

This is the phone number

which customer dials to

get connected to the

agent in an inbound

process.

Identifies type of call:

Inbound, Transferred to

campaign

This will show the unique

Call ID generated for each

Call.

Formula NA NA NA NA NA


Headers Name Answered / Hung-up Call Time Queue ID Queue Name Queue Wait Time

Definitions

This will show “HUNGUP”

for disconnected call in

ACD while “ANSWERED”

for calls answered by

Agent.

This is the actual date

and time when the call is

made. These are in YYYY-

dd-mm-yyy hh:mm:ss

format.

The queue id of the

queue in which the call

was answered. Empty

entry means call was

answered in a campaign

queue

There are various queue in

an inbound process, This

shows the particular queue

name of the agent.

The wait duration of the

call in This queue. For

ReACDd cases, where the

call has entered This

queue more than once,

then only the last entry's

queue time shall be

included


ACD CALL DETAILS

HEADERS DEFINITION



Headers Name Total Wait Time Hung-up DetailsCustomer hold time (in

sec)Actual channel User name

Definitions

The total duration the

customer had to wait in

queue for the call to be

answered. For ReACDd

cases, include all queues'

all entries

Hang-up details of the

customer Like :

AGENT_HANGUP_UI,

SYSTEM_HANGUP,

CUSTOMER_HANGUP_UI

etc.

The total duration for

which the customer was

put on hold by users.

Transfer to user and hold

by that user is also

included

Call Server channel name of

the customer. To be used

for deeper analysis or

debugging. Eg:

SIP/someprovider-0000123,

DAHDI/14-1

This will show username

of the agent who attend

This particular call.



Headers Name User ID User Setup Time User Ringing Time User Talk timeCumulative User Talk

Time

DefinitionsIt represent the login ID

of the agent with whom

the call is connected.

Phone setup time of the

first user who answered

the call

Phone ringing time of the

first user who answered

the call

Talk time of the first user

who answered the call

The total talk time of all

users who attended to

This customer call


Header Number 21 22

Headers Name Wrap Time (sec) User Disposition Code

DefinitionsThe wrap time of the first

user who answered the

call

This is the code for the

reason for disposition of

the call.

Formula NA NA

ACD CALL DETAILS


ACD CALL INTERVAL SUMMARY



Campaign Inbound

Type Summary

Output options Interval

Output Description

S No1

2

3

4

S No1

2

3

4

5

6


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

ACD in an interval wise manner

ASSUMPTIONS

AssumptionsOnly Inbound Calls Summary are captured in This report.

Once Calls Hang-up on IVR(Before Reaches to the Agents).It will NOT be Reflected in the Reports.

Once Calls gets Reacd Three times and no agents picks the calls then it should be counted as 1 times in Calls Abandoned.

DESCRIPTION

DefinitionsValid for those calls which have reached to the ACD.


The report will give summary of the calls on a specific ACD with in a give interval

The data will be shown as summary for a give interval duration as selected by the user while fetching the

report

Once Calls gets Transferred by one agent to other agents. These transferred calls are not captured in these reports

INPUT PARAMETERS



Threshold value selection The target values ( in seconds ) which should be used to calculate SLA

Interval selection(Each half an hour, Each hour, Interval duration for which the data should be grouped and summarized





Headers Name Interval Start Interval end Campaign name Queue name Total offered call

Definitions

We may fetch the deport

for a particular interval,

This will show the start

time of the interval



This will show the end


This shows the campaign

being used by the agent

to do or to receive a call.

Queue Name of the said

Queue ID. Empty entry

means call was answered in

a campaign queue

This will show the total

inbound calls being

received IN ACD by the

system. These may or

may not be connected

with the agent.



Headers Name Total answered calls Total Abandon calls Total Served In Target Total Served After TargetTotal Served After

Target

Definitions

These are the total call

which were connected

with the agent with in

target and after target

These are the call which

came into the queue but

were either hanged up by

the ACD or the customer

Target value is set by the

user before fetching the

report, it depend on

customer ACD wait time.

This will show total call

answered within target






answered after target









HEADERS DEFINITION



Headers NameTotal Abandon Before

Target

Total Abandon After

TargetTotal Short calls Total Talk Time Average Talk Time

Definitions






abandoned before target



report, This will show

total abandon calls for

which ACD wait time was

> target value


number of call which

were answered but were

disconnected within 10

seconds

This will show the Total Talk

for all the calls during

selected Interval.

This shows the average

time taken by the agent

on the calls i.e. total user

talk time upon total call

taken by the agent in

target and after target.

Formula NA NA NA NATotal Talk Time/ Total

Answered Calls


Headers Name Total Hold Time Max Hold Time Min Hold Time Average Hold Time Total Hold Count

Definitions

This is the total time

interval for which the

customer was put on

hold by the agent. i.e.

customer is waiting while


This will show the

maximum time a

customer was put on

hold by the agent in all

the calls taken up by the

agent.

This will show the

minimum time a

customer was put on



agent.

This shows the average Hold

time by the agent on the

calls i.e. total Hold time

upon total served call in

target and after target.

This will give to the total

number of calls in which

the agent put the

customer on hold

Formula NA NA NATotal Hold Time / Total

Answered CallsNA




Headers Name Longest Wait Time Total Wrap Time Total Handling Time Average Handling Time Total ACD wait time

Definitions

This is maximum time

the customer is waiting

before his call is

transferred to the agent

in the interval.


taken by the agent to

dispose the call after the

call has been

disconnected.



completely finishing the

call i.e. total talk time+

total wrap time.

The average time taken by

the agent to handle the calls

i.e. total handling time upon

total served call in target

and after target.






all entries

FormulaTotal Hold Time / Total

Answered CallsNA

Total Talk Time + Total

Wrap up Time

(Total Talk Time + Total

Wrap up Time)/ Total

Answered Calls

NA

Header Number 26

Headers NameACD Wait Time In

Queue

Definitions







queue time shall be

included.

Formula NA



ACD CALL SUMMARY



Campaign Inbound

Type Summary


Output Description

S No1

2

3

4

S No1

2

3

4

5

Once Calls gets Reacd Three times and no agents picks the calls then it should be counted as 1 times in Calls Abandoned. (Will be

based on first Queue hit)

Once Calls gets Transferred by one agent to other agents. These transferred calls are not captured in these reports. (thresholds will

have predefined values)

INPUT PARAMETERS

Valid for those calls which have landed on the ACD.


The report will give summary of each inbound calls receive in the Agent queue

The data will be shown as summary for each call as selected by the user while fetching the report

Only Inbound Calls Details are captured in This report.

Once Calls Hang-up on IVR(Before Reaches to the Agents).It will NOT be Reflected in the Reports.

DESCRIPTION


ACD CALL SUMMARY

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

ACD.

ASSUMPTIONS

Definitions

Assumptions

Threshold value selection The target values ( in seconds ) which should be used to calculate SLA






Headers Name Campaign name Queue name Total offered call Total Answered Calls Total Abandon calls

DefinitionsCampaign Name as

configured

There are various queue

in an inbound process,

This shows the particular

queue name of the

agent.


inbound calls being

received by the system.

These may or may not be

connected with the

agent.

In an Inbound Campaign, It

will show the total amount

of call that had been

answered by the agent







Headers Name Total Served TargetTotal Served After

Target

Total Abandoned

Before Target

Total Abandon After

TargetTotal Short calls

Definitions






answered within target


















abandoned after target


number of call which

were answered within 10

seconds i.e. disconnected

in short duration.


ACD CALL SUMMARY

HEADERS DEFINITION



Headers Name Total Talk Time Average Talk Time Total Hold Time Max Hold Time Min Hold Time

Definitions

This is the exact time

between call being

connected and

disconnected. This is

actual time being

recorded.


time taken by the agent

on the calls i.e. total user

talk time upon total call

answered in queue.


interval for which the

customer was put on

hold by the agent. i.e.

customer is waiting while


This will show the maximum

time a customer was put on

hold by the agent in all the

calls taken up by the agent.

This will show the

minimum time a

customer was put on hold

by the agent in all the

calls taken up by the

agent.

Formula NA

Total User Talk

Time/(Total

answered_calls_in_queu

e)

NA NA NA


Headers Name Average Hold Time Total Hold Count Longest Wait Time Total Wrap Time Total Handling Time

Definitions


Hold time by the agent

on the calls i.e. total

Hold time upon total calls

hold.



the agent put the

customer on hold

This is maximum time

the customer is waiting

before his call is

transferred to the agent

in the interval.

This is the total time taken

by the agent to dispose the

call after the call has been

disconnected.





total wrap time.

FormulaTotal Hold Time / (Total

hold count)NA NA NA

Total User Talk Time +

Total Wrap Time

ACD CALL SUMMARY


Header Number 21 22 22

Headers NameAverage Handling

TimeTotal ACD wait time

ACD Wait Time in

Queue

Definitions

This will show the

average time taken by

the agent to handle the

calls i.e. total handling

time upon total served

call in target and after

target.






all entries







queue time shall be

included

Formula(Total User Talk Time +

Total Wrap Time)/ (Total

Answered calls in Queue)

NA NA

ACD CALL SUMMARY


AGENT ACTIVITY SUMMARY


Category Sub- Category

Category Campaign

Campaign Both

Type Summary


Output Description

S No1

2

S No1

2

3

4

5

The report will give summary of each call answered and manual dial by the agent

The data will be shown as summary for call as selected by the user while fetching the report

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

ASSUMPTIONS

AssumptionsOnly those inbound Calls are Captured in This Report which are reached to the Agents Desk.


DESCRIPTION

Definitions

Valid for calls which are answered by the agents and manual dial by the agents in the campaign.

Valid for inbound / outbound campaigns

Once Calls gets Reacd Three times and no agents picks the calls then Only last status of calls will captured in This Report.

INPUT PARAMETERS

Interval duration for which the data should be grouped and summarized


Users selection



Interval selection(Each half an hour, Each hour,

Users as created in Ameyo



Headers Name Process name Campaign name User Name User Id Total Staffed Hours

Definitions

It shows the process

which is mapped with the

campaign being used for

calling.




It shows the username of

the agent which is

attending to the

particular call.

It represent the login ID of

the agent with whom the

call is connected.

This is total time a Agent

is logged in. This is total

time when the agent is in

ready state and break

state.

Formula NA NA NA NATotal Ready Duration +

Total Break Duration


Headers Name Total ready duration Total break duration Auto Call On duration Auto Call Off duration Dialer Calls Offered

Definitions

This is total time an

agent can receive call

and can make manual

call i.e. the agent is ready

to be involved in a

process

This is the duration when

the user is inactive and

cannot receive any calls.

The user is logged-in

during This interval, but

is inactive.


the agent is active to

receive auto call i.e.

receive Auto/ Dialer

Calls( Manual/ Auto/

Preview/ Callback/

Inbound)


the agent is not active to

receive auto call i.e. receive

Auto/ Dialer Calls( Manual/

Auto/ Preview/ Callback/

Inbound)

Total number of auto

calls that originated in

the interval answered by

the agent


HEADERS DEFINITION




Headers Name Inbound Calls Offered Manual Calls Offered Call Back Calls OfferedTransfer to campaign

Calls OfferedDialer Calls Answered

DefinitionsThis will show total

number of inbound calls

offered to Agent.

This will show total

number of Manual calls

offered to Agent.


number of callback calls

offered to Agent.

Total number of transfer to

campaign calls that

originated in the interval

answered by the agent


number of Dialer calls

answered by Agent.



Headers NameInbound Calls

Answered

Manual Calls

Answered

Call Back Calls

Answered

Transfer To Campaign

Calls Answered

Dialer Calls Ringing

Time

DefinitionsThis will show total

number of Inbound calls

answered by Agent.


number of Manual calls

answered by Agent.


number of Call Back calls

answered by Agent.

This will show total number

of Transfer to campaign calls

calls answered by Agent.

Total Ringing time of all

dialer calls that originated

in the interval that were

allocated to the user



Headers NameInbound Calls Ringing

Time

Manual Calls Ringing

Time

Callback Calls Ringing

Time


Calls Ringing TimeDialer Calls Talk Time

Definitions


inbound calls that


that were allocated to

the user


inbound calls that



the user


callback calls that



the user


transfer to campaign calls

that originated in the

interval that were allocated

to the user


Talk time of Dialer call

Connected to agent.





Headers NameInbound Calls Talk

TimeManual Calls Talk Time

Callback Calls Talk

Time


Calls Talk timeDialer Calls Wrap Time

DefinitionsThis will show the total

Talk time of Inbound calls

Connected to agent.


Talk time of Manual calls

Connected to agent.


Talk time of Callback

calls Connected to agent.

This will show the total Talk

time of Transfer to

Campaign calls Connected

to agent.


time the agent took to

dispose the Dialer calls

after hanging up.



Headers NameInbound Calls Wrap

Time

Manual Calls Wrap

Time

Callback Calls Wrap

Time


Calls Wrap TimeAverage Ring Time

Definitions



dispose the Inbound calls

after hanging up.



dispose the manual calls

after hanging up.



dispose the Callback calls

after hanging up.

This will show the total time

the agent took to dispose

the Transfer to Campaign

call after hanging up.

It will give the average

ringing time. I.e. average

time the call was waiting

at the agent desk.

Formula NA NA NA NA

Total User Extension Ring

Time/Total Calls handled

by the User





Headers Name Average Talk Time Average Wrap Time Average handling timeTotal Talk Time in

Interval

Total Wrap Time in

Interval

DefinitionsThis will give the average

duration the agent

spends on all the calls.

This will tell the average

time the customer take

to dispose the calls.

The This average time


handle the calls i.e. total

handling time upon total

served call in target and

after target.

Total Talk time of the user in

the interval

Total wrap time of the

user in the interval

FormulaTotal Talk Time /Total

Calls handled by the

User.

Total Wrap Time /Total

Answered

Average Talk

Time+Average Wrap

Time

NA NA

Header Number 41

Headers Name Total Idle Time

DefinitionsTotal Duration for which

the agent performed no

activity.

Formula

Total Ready Duration -

(Total Talk Time in

Interval + Total Wrap

Time in Interval )



AGENT PRODUCTIVITY INTERVAL SUMMARY



Category Campaign

Campaign Both

Type Summary


Output Description

S No1

2

S No1

2

3

4

5

Definitions

Valid for calls which are answered by the agents in the campaign.


The report will give summary of each all calls answered/ dial by the agent

The data will be shown as summary for call as selected by the user while fetching the report

The report provides user wise summary of call information and agent session information for each time

interval


DESCRIPTION

Start Date+Time The time from which the report should show the data


Interval selection(Each half an hour, Each hour, Interval duration for which the data should be grouped and summarized

ASSUMPTIONS

AssumptionsAll Calls are Captured in This Report which are reached to the Agents Desk.


INPUT PARAMETERS

Input Parameter Definitions


Users selection Users as created in Ameyo



Headers Name Interval Start Interval End Process name Campaign name User Name

Definitions












calling.


being used by the agent to

do or to receive a call.


the agent which is

attending to the

particular call.



Headers Name User Id Total Staffed Hours Total ready duration Total break duration Auto Call On Duration




duration for which the

user was logged in to the

campaign in the interval



and can make manual


to be involved in a

process



cannot receive any calls. The

user is logged-in during This

interval, but is inactive.




receive Auto / Dialer Calls

/ (Manual /Auto/

Preview/ Callback/

Inbound)



HEADERS DEFINITION



Headers Name Auto Call Off durationAuto call ON dialer

calls

Auto Call On Inbound

CallsAuto call ON Manual calls

Auto Call On Call Back

Calls

Definitions






Preview/ Callback/

Inbound)

This give the total

number of calls

completed/attended by

the agent when he is in

Auto call On mode.

This give the total




Auto call On mode.

This give the total number

of manual calls

completed/attended by the

agent when he is in Auto call

On mode.

This give the total

number of callbacks calls



Auto call On mode.



Headers NameAuto Call On Transfer

To Campaign Calls

Auto Call On Dialer

calls Ringing Time

Auto Call On Inbound

calls Ringing Time

Auto Call On Manual calls

Ringing Time

Auto Call On Callback

calls Ringing Time

Definitions

This will give the total

amount of calls which

were transferred to

others campaign by the

particular agent

This will tell the total

time the Dialer call was

ringing at the agent desk

while agent was in Auto

Call On mode.


time the inbound call was



Call On mode.

This will tell the total time

the Manual call was ringing

at the agent desk while

agent was in Auto Call On

mode.


time the callback call was



Call On mode.





Headers Name

Auto Call On Transfer

To Campaign Calls

Ringing Time

Auto Call On Dialer

Calls Talk time

Auto Call On inbound

calls Talk time

Auto Call On Manual calls

Talk time

Auto Call on Callback

calls Talk Time

Definitions


time the calls transferred

between campaign was



Call On mode.


time of the dialer call

which the agent handled

while he was on Auto Call

On mode.


time of the inbound call



On mode.

This will tell the total time of

the Manual call which the

agent handled while he was

on Auto Call On mode.


time of the callback call



On mode.



Headers Name


To Campaign Calls Talk

time

Auto Call On Dialer

Calls Wrap time

Auto call On Inbound

Calls Wrap Time

Auto Call On Manual

Calls Wrap Time


Calls Wrap Time

Definitions


time of the TranToCall

call which the agent

handled while he was on

Auto Call On mode.



dispose the Dialer call

after hanging up when he

was in Auto Call On

mode.



dispose the inbound call


was in Auto Call On

mode.



the manual call after

hanging up when he was in

Auto Call On mode.



dispose the callback call


was in Auto Call On

mode.





Headers Name


To Campaign Calls

Wrap Time

Auto Call Off Dialer

Calls

Auto call off Inbound

callsAuto call off Manual calls

Auto call off callback

calls

Definitions



dispose the TranToCamp

call after hanging up

when he was in Auto Call

On mode.

This give the total

number of calls



Auto call Off mode.

This give the total




Auto Call Off mode.

This give the total number

of manual calls

completed/attended by the

agent when he is in Auto

Call Off mode.

This give the total




Auto call Off mode.



Headers NameAuto Call Off Transfer

To Campaign Calls


Calls Ringing time

Auto Call Off Inbound

Calls Ringing Time

Auto Call Off Manual

calls Ringing Time

Auto Call Off Callback

calls Ringing Time

Definitions



were transferred to


particular agent





Call Off mode.





Call Off mode.


the Manual call was ringing

at the agent desk while

agent was in Auto Call Off

mode.





Call Off mode.





Headers Name

Auto Call Off Transfer

To Campaign Calls

Ringing Time


calls Talk time

Auto Call Off inbound

calls Talk time


calls Talk time


calls Talk time

Definitions


time the calls transferred




Call Off mode.




while he was in Auto Call

Off mode.





Off mode.


the Manual call which the

agent handled while he was

in Auto Call Off mode.





Off mode.



Headers NameAuto Call Off Tran To

Camp calls Talk time


calls wrap time

Auto Call Off Inbound

calls wrap time


calls wrap time


calls wrap time

Definitions


time of the TranToCall

call which the agent

handled while he was in

Auto Call Off mode.





was in Auto Call Off

mode.






mode.



the manual call after


Auto Call Off mode.






mode.





Headers NameAuto Call Off

TranToCamp calls

wrap time

Average Ring Time Average Talk Time Average Wrap Time Average handling time

Definitions



dispose the TranToCamp

call after hanging up

when he was in Auto Call

Off mode.




at the agent desk.

This will give the average

duration the agent



time the customer take to

dispose the calls.






after target.

Formula NATotal Ringing Time / Total

Calls Answered

Total Talk Time / Total

Calls Answered


Answered

Average Talk Time+

Average Wrap Time


Headers NameTotal Talk time in

Interval

Total Wrap Time in

IntervalTotal Idle Time

DefinitionsTotal Talk time of the




Total Duration for which


activity.

Formula NA NA


(Total Talk Time in


Time in Interval )



AGENT PRODUCTIVITY SUMMARY



Category Campaign

Campaign Both

Type Summary


Output Description

S No1

2

S No1

2

3

4

Definitions


The time till which the report should show data

The data will be shown as summary for the calls as selected by the user while fetching the report

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

The report will give summary of call answered and manual dialed by the agent

Valid for calls which are answered by the agents and manual dial by the agents in the campaign.

DefinitionsStart Date+Time The time from which the report should show the data

End Date+Time

Input Parameter

ASSUMPTIONS

Users selection Users as created in Ameyo

INPUT PARAMETERS


Only those inbound Calls are Captured in This Report which are reached to the Agents Desk.

Assumptions



DESCRIPTION



Headers Name Process name Campaign name User name User Id Total Staffed Hours

Definitions




calling.





the agent which is

attending to the

particular call.

It represent the login ID of

the agent with whom the

call is connected.

This is total time a Agent

is logged in. This is total

time when the agent is in

ready state and break

state.



Headers Name Total ready duration Total break duration Auto Call On duration Auto Call Off durationAuto call ON dialer

calls

Definitions



and can make manual


to be involved in a

process



cannot receive any calls.

The user is logged-in

during This interval, but

is inactive.






Preview/ Callback/

Inbound)



receive auto call i.e. receive

Auto/ Dialer Calls( Manual/

Auto/ Preview/ Callback/

Inbound)

This give the total

number of calls



Auto call On mode.


HEADERS DEFINITION




Headers NameAuto call ON Inbound

calls

Auto call ON Manual

calls

Auto call ON callback

calls

Auto call ON

TranToCamp calls

Auto Call On Dialer

calls Ringing Time

Definitions

This give the total




Auto call On mode.

This give the total

number of manual calls



Auto call On mode.

This give the total




Auto call On mode.


amount of calls which were

transferred to others

campaign by the particular

agent





Call On mode.



Headers NameAuto Call On Inbound

calls Ringing Time

Auto Call On Manual

calls Ringing Time


calls Ringing Time

Auto Call On

TranToCamp calls Ringing

Time

Auto Call On Dialer

calls Talk time

Definitions





Call On mode.


time the Manual call was



Call On mode.





Call On mode.


the calls transferred



while agent was in Auto Call

On mode.





On mode.





Headers NameAuto Call On inbound

calls Talk time

Auto Call On Manual

calls Talk time


calls Talk time

Auto Call On

TranToCamp calls Talk

time

Auto Call On Dialer

calls wrap time

Definitions





On mode.


time of the Manual call



On mode.





On mode.


the TranToCall call which

the agent handled while he

was on Auto Call On mode.





was in Auto Call On

mode.



Headers NameAuto Call On Inbound

calls wrap time

Auto Call On Manual

calls wrap time


calls wrap time

Auto Call On

TranToCamp calls wrap

time

Auto call off dialer

calls

Definitions





was in Auto Call On

mode.



dispose the manual call


was in Auto Call On

mode.





was in Auto Call On

mode.



the TranToCamp call after


Auto Call On mode.

This give the total

number of calls



Auto call Off mode.





Headers NameAuto call off Inbound

calls

Auto call off Manual

calls

Auto call off callback

calls

Auto call off TranToCamp

calls


calls Ringing Time

Definitions

This give the total




Auto Call Off mode.

This give the total

number of manual calls



Auto Call Off mode.

This give the total




Auto call Off mode.


amount of calls which were

transferred to others

campaign by the particular

agent





Call Off mode.



Headers NameAuto Call Off Inbound

calls Ringing Time


calls Ringing Time


calls Ringing Time

Auto Call Off

TranToCamp calls Ringing

Time


calls Talk time

Definitions



were transferred to


particular agent





Call Off mode.





Call Off mode.


the calls transferred



while agent was in Auto Call

Off mode.





Off mode.





Headers NameAuto Call Off inbound

calls Talk time


calls Talk time


calls Talk time

Auto Call Off

TranToCamp calls Talk

time


calls wrap time

Definitions





Off mode.


time of the Manual call



Off mode.





Off mode.


the TranToCall call which

the agent handled while he

was in Auto Call Off mode.






mode.



Headers NameAuto Call Off Inbound

calls wrap time


calls wrap time


calls wrap time

Auto Call Off

TranToCamp calls wrap

time

Average Ring Time

Definitions






mode.



dispose the manual call



mode.






mode.



the TranToCamp call after


Auto Call Off mode.




at the agent desk.

Formula NA NA NA NATotal Ringing Time / Total

Calls Answered




Headers Name Average Talk Time Average Wrap Time Average handling timeTotal Talk Time in

Interval

Total Wrap Time in

Interval

DefinitionsThis will give the average

duration the agent



time the customer take

to dispose the calls.






after target.

Total Talk time of the user in

the interval



FormulaTotal Talk Time / Total

Calls Answered


Answered

Average Talk

Time+Average Wrap

Time

NA NA

Header Number 56

Headers Name Total Idle Time

DefinitionsTotal Duration for which


activity.

Formula


(Total Talk Time in


Time in Interval )



CALL DETAILS



Category Campaign

Campaign Both

Type Details


Output Description

S No1

2

3

The data will be shown as detail for the calls as selected by the user while fetching the report

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

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

CALL DETAILS

Definitions

DESCRIPTION

Assumptions

ASSUMPTIONS

Valid for those inbound / outbound calls which are answered by the agents and manual dial by the agents in

the campaign.


The report will give details of each call answered and manual dialed by the agent

If Call gets hung-up on IVR(Before Reaching to the Agents), then same will be reflected in the Reports.

If the calls reach the agent thrice and no agent picks the call then all these cases would be captured in the reports.

If Calls get transferred by one agent to another agent then It will be captured in reports.


S No1

2

3

4 User Users created in Campaign

5 Leads Leads Created in the Campaign

6 Call type Call Type as in Ameyo

7 User Disposition User Disposition as created in Ameyo

8 System Disposition

9



Phone Number selection Phone number as created in Ameyo

Campaign ID selection Campaigns ID as created in Ameyo

INPUT PARAMETERS


System Disposition as created in Ameyo



Headers Name Call ID Call Time Process name Campaign name Lead ID

Definitions

This is an unique ID for

each call connected to

the agent, when two

agent are involved in a

particular call, then 2

unique ID are generated

The time at which the

call was initiated by the

system or arrived at the

system




calling.




In an outbound call when

the lead is uploaded and

call is connected from a

particular lead, then This

will show the Lead ID.



Headers Name Phone Customer ID Call type System disposition Hang-up cause code

Definitions

This is Phone number of

the customer which

makes the call to the

agent or the Phone

number of customer who

receive the call from the

agent

It is a system generated

customer ID, which is

used to identify each

customer with a unique

number

This is used to identify

the type of call being

carried out by the agent

for either dial or receive

a call.

It will show the exact reason

for the disconnection of the

call. Will show the code

related to This reason.

It shows the hang-up i.e.

disconnection cause code

which is given the PRI or

VOIP.


CALL DETAILS

HEADERS DEFINITION



Headers Name Hung-up Details Customer Setup Time Customer ringing time IVR time Customer talk time

Definitions

Hang-up details can be

among the following:

AGENT_HANGUP_UI,

SYSTEM_HANGUP,CUSTO

MER_HANGUP_UI

,CUSTOMER_HANGUP_P

HONE

,AGENT_HANGUP_PHON

E

,SYSTEM_MEDIA

,AGENT_CANCELLED_PRE

VIEW

The phone setup time of

the customer

The phone ringing time

of the customer

The time spent by the

customer in the IVR


between call being

connected and


actual time being

recorded.



Headers Name Customer hold time Actual channel Num Attempts Association Type User ID

Definitions

The total duration for

which the customer was

put on hold by users.

Transfer to user and hold

by that user is also

included

The customer channel

identifier

Its is a system generated

field that keeps the

information about the

number of times a

particular number is

dialed by the system

The interaction type of the

customer with the user or

the reason why the

customer was connected

with the user

It represent the login ID




CALL DETAILS



Headers Name User Name Disposition Code Disposition Class Transfer to User Setup Time

Definitions

This will show the User

name of the agent with

whom the call is

connected.

The disposition done by

the user for the

interaction

The disposition class

corresponding to the

disposition made by the

user

This field will give detail of

the userID or phone no.

when a call is transferred to

an agent or TPV

respectively.


user



Headers Name User ringing time User talk time Wrap-up time

DefinitionsPhone ringing time of the

user

This is the amount of

time recorded on the

channel. i.e. actual

duration of call.

This is the time taken by

the user to dispose the

call after the call has

been disconnected.

Formula NA NA NA

CALL DETAILS


CALL DISTRIBUTION



Category Campaign

Campaign Both

Type Summary


Output Description

S No1

2

S No1

2

3

4

Campaign selection



INPUT PARAMETERS


DESCRIPTION

DefinitionsValid for those inbound/Outbound calls which are answered by the agents and manual dial by the agents in

the campaign.

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

ASSUMPTIONS

Assumptions

CALL DISTRIBUTION


The report will give summary of inbound/Outbound call answered and manual dialed by the agent


Input Parameter DefinitionsStart Date+Time

Campaigns as created in Ameyo

The time from which the report should show the data

Threshold The target values ( in seconds ) which should be used to calculate SLA



Headers Name Process name Campaign name Campaign ID Call type Total calls offered

Definitions




calling.




This will show the

Campaign ID of the

Campaign being used to


This will show the type of call

being made, ex:- auto dialer,

inbound, outbound

This will give the amount

of total call initiated or

dialed by the ameyo

system, these call may or

may not be connected.



Headers Name Total Answered CallsTotal Answered before

TargetTotal abandoned calls

Calls Abandoned Before

target

Total Customer Talk

Time

Definitions

This give the total

amount of call which

actually connected i.e.

where communication

between agent and

customer took place.


number of calls

answered before set

target.












Customer Talk Time.


CALL DISTRIBUTION

HEADERS DEFINITION



Headers NameAverage Customer

Talk Time

Max Customer Talk

Time

Calls With Talk Time

Less Than TargetTotal Hold Count

Total Customer Hold

Time

DefinitionsThis will show Average

Customer talk time.

This will show the max

time for which customer

was connected with

Agent.

This will show total calls

with Talk time less than

Target.


number of calls in which the

agent put the customer on

hold

This will show total time

for for Customer was put

on hold.

FormulaTotal Customer Talk

time/ Total Call

Answered

NA NA NA NA


Headers Name Average Hold Time Max hold timeCalls with Hold Time

Less than targetTotal User Wrap Time Average Wrap Time

Definitions




Hold time upon total

answered calls.

This will show the

maximum time a

customer was put on



agent.

This will show call with

hold time less than target

This is the total time taken

by the agent to dispose the

call after the call has been

disconnected.

This will show the

average Wrap time for

Calls attended by agents.

FormulaTotal Hold Time / (Total

Answered Calls )NA NA NA

Total Wrap up Time /

Total Answered Calls

CALL DISTRIBUTION



Headers Name Max Wrap TimeCalls With Wrap Time

Time Less Than targetTotal handling time Average handling time Max Handling time

Definitions

This will show the

maximum time taken by

Agent to dispose a single

call.


number calls with wrap

time less than Target.





total wrap time.

The This average time taken

by the agent to handle the

calls i.e. total handling time

upon total answered calls.

Max Handling time

Formula NA NATotal User Talk Time +

Total Wrap Time

(Total Handling Time)/

(Total Answered Calls)NA

Header Number 26

Headers NameCalls with handling

time Less than Target

DefinitionsThis will show handling

time less than target

Formula NA

CALL DISTRIBUTION


CALL DISTRIBUTION INTERVAL SUMMARY



Category Campaign

Campaign Both

Type Summary


Output Description

S No1

2

S No1

2

3

4


DESCRIPTION



INPUT PARAMETERS


DefinitionsValid for those inbound / Outbound calls which are answered by the agents and manual dial by the agents in

the campaign.


The report will give summary of inbound /Outbound call answered and manual dialed by the agent


This report provides an interval wise summary of calls based on call type

ASSUMPTIONS

Assumptions

The time from which the report should show the data



Target The target values ( in seconds ) which should be used to calculate SLA

Start Date+Time



Headers Name Interval Start Interval end Process name Campaign name Campaign ID

Definitions












calling.




This will show the

Campaign ID of the





Headers Name Call type Total calls offered Total Answered CallsTotal Answered before

TargetTotal abandoned calls

Definitions

This will show the type of

call being made, ex:- auto

dialer, inbound,

outbound

This will give the amount

of total call initiated or

dialed by the ameyo

system, these call may or

may not be connected.

This give the total

amount of call which

actually connected i.e.

where communication

between agent and

customer took place.

This will show total number

of calls answered before set

target.






HEADERS DEFINITION




Headers NameCalls Abandoned

Before target

Total Customer Talk

Time

Average Customer

Talk TimeMax Customer Talk Time

Calls With Talk Time

Less Than Target

Definitions








Customer Talk Time.

This will show Average

Customer talk time.

This will show the max time

for which customer was

connected with Agent.

This will show total calls

with Talk time less than

Target.



Headers Name Total Hold CountTotal Customer Hold

TimeAverage Hold Time Max hold time

Calls with Hold Time

Less than target

Definitions



the agent put the

customer on hold

This will show total time

for Customer was put on

hold.




Hold time upon total

answered calls.

This will show the maximum

time a customer was put on

hold by the agent in all the

calls taken up by the agent.

This will show count call

calls which have hold


value

Formula NA NATotal Hold Time / (Total

Answered Calls )NA NA




Headers Name Total User Wrap Time Average Wrap Time Max Wrap TimeCalls With Wrap Time

Less Than targetTotal handling time

Definitions



dispose the call after the

call has been

disconnected.

This will show the

average Wrap time for

Calls attended by agents.

This will show the

maximum time taken by

Agent to dispose a single

call.


number calls with wrap time

less than Target.





total wrap time.

Formula NATotal User Wrap Time /

Total Answered CallsNA NA

Total User Talk Time +

Total Wrap Time


Headers Name Average handling time Max Handling timeCalls with handling

time Less than Target

Definitions





answered calls.

This will Max Handling

time for a single call out

of all calls connected.

This will show handling


Formula(Total User Talk Time +

Total Wrap Time)/ (Total

Answered Calls)

NA NA



CALL HISTORY



Category Campaign

Campaign Both

Type Details


Output Description

S No1

2

3

S No1

2

3

4

5

6

7

8

CALL HISTORY

DESCRIPTION




DefinitionsValid for those inbound / outbound calls which are answered by the agents and manual dial by the agents in

the campaign.

INPUT PARAMETERS



The report will give details of each call answered and manual dialed by the agent

The data will be shown as detail for the calls as selected by the user while fetching the report

The report will show the detail for the calls answered, manual dialed by the agent in campaign, in the give

duration,

Users selection Queue as created in Ameyo

User disposition selection User Dispositions as created in Ameyo

Call type selection Call type as created in Ameyo

System Dispositions selection System Dispositions as created in Ameyo

Leads selection Lead as created in Ameyo

If Calls get transferred by one agent to another agent then It will be captured in reports.

If the calls reach the agent thrice and no agent picks the call then all these cases would be captured in the reports

If Call gets hung-up on IVR(Before Reaching to the Agents), then same will be reflected in the Reports.

Assumptions

ASSUMPTIONS



Headers Name Call ID Call Time Process name Campaign name Lead ID

DefinitionsThe unique identification

of the call


call was initiated by the

system or arrived at the

system




calling.











Headers Name Phone Customer ID Call type System disposition Hang-up cause code

Definitions

This is Phone number of

the customer which

makes the call to the

agent or the Phone

number of customer who

receive the call from the

agent

It is a system generated

customer ID, which is

used to identify each

customer with a unique

number

This is used to identify

the type of call being

carried out by the agent

for either dial or receive

a call.

It will show the exact reason

for the disconnection of the

call. Will show the code

related to This reason.

It shows the hang-up i.e.

disconnection cause code

which is given the PRI or

VOIP.


CALL HISTORY

HEADERS DEFINITION



Headers Name Hung-up Details Customer Setup TimeCustomer Ringing

TimeIVR time(in sec)

Customer talk time (in

sec)

Definitions



AGENT_HANGUP_UI,

SYSTEM_HANGUP,CUSTO

MER_HANGUP_UI

,CUSTOMER_HANGUP_P

HONE

,AGENT_HANGUP_PHON

E

,SYSTEM_MEDIA


VIEW

The phone setup time of

the customer

The Phone ringing time

of customer

The time spent by the

customer in the IVR


between call being

connected and


actual time being

recorded.



Headers NameCustomer hold time (in

sec)Actual channel Num Attempts Association Type User ID

Definitions

This is the time interval

for which the customer

was put on hold by the

agent. i.e. customer is

waiting while the call is

connected.

This will show the

channel being used by

the agent to receive and

to make calls

Its is a system generated

field that keeps the

information about the

number of times a

particular number is

dialed by the system

The interaction type of the

customer with the user or

the reason why the

customer was connected

with the user

It represent the login ID




CALL HISTORY



Headers Name User name Disposition Code Disposition Class Transfer to User Setup Time

Definitions


the agent which is

attending to the

particular call.

This is the code for the

reason for disposition of

the call.

Each disposition has

been set into a class. This

field shows the class of

the disposition.

This field will give detail of

the userID or phone no.

when a call is transferred to

an agent or TPV

respectively.


user


Header Number 26 27 28 29

Headers Name User Ringing Time User talk time Wrap-up time First Answered

DefinitionsPhone ringing time of the

user

This is the amount of

time recorded on the

channel. i.e. actual

duration of call.


the user to dispose the

call after the call has

been disconnected.

This will Show TRUE or

FALSE, If call answered by

agent to call allocated then

True else False

Formula NA NA NA NA

CALL HISTORY


AGENT SESSION DETAILS


Category Sub- CategoryCategory Campaign

Campaign Both

Type Details


Output Description

S No1

S No1

2

3

4


DESCRIPTION

Definitions

AssumptionsAssumptions are not required.

INPUT PARAMETERS


Valid for those activities which was done by agent during their Login Duration in the Campaigns.


The report will give details of each activity perform by the agent in the campaign.

The data will be shown as detail for each agent activity as selected by the user while fetching the report

The report will show the detail for the activities which was done by agent during their Login Duration in the

Campaigns

ASSUMPTIONS




Users selection User as created in Ameyo



Headers Name User ID User name Session ID Login Time Logout Time





the agent which is

attending to the

particular call.

The unique identifier of

the session created for

the user

This will show the time

when the Agent logged in

the System.

This will show the time

when the agent logged

out of the system.



Headers Name Login Duration Campaign ID Campaign name Ready History ID Ready Start Time

DefinitionsTotal logged in time of

the user in the system

This will show the

Campaign ID of the






The unique identifier for the

ready break history (Used

for debugging)

The time at which agent

was ready in the

campaign


HEADERS DEFINITION




Headers Name Ready End Time Break End Time Break Reason Total Ready Duration Total Break Duration

DefinitionsThe time at which agent

went on break in the

campaign


break ended for the user

in the campaign

The reason selected by

the agent for going to

break. Will be empty

otherwise

The duration for which

agent was ready in the

particular campaign


agent was on break in the

particular campaign

Formula NA NA NAReady End/Break Start -

Ready Start

Break End - Ready

End/Break Start


Headers Name Auto History ID Auto On Start Time Auto On End Time Auto Off End Time Auto On Duration

DefinitionsThe unique identifier for

auto on off history (Used

for debugging)


was set to auto on in the

campaign


was set to auto off in the

campaign

The time at which agent was

set back to auto on in the

campaign


the agent was on Auto On

Formula NA NA NA NAAuto On End/Auto Off

Start - Auto Start

Header Number 21

Headers Name Auto Off Duration

DefinitionsThe duration for which

the agent was on Auto

Off

FormulaAuto Off End - Auto On

End/Auto Off Start



CRM DETAILS



Category CRM

Campaign Both

Type Details


Output Description

S No1

2

S No1

2

3

4

5

6

7

CRM DETAILS

DESCRIPTION

DefinitionsValid for those customer information uploaded in system or saved by agent which he took from customer

during conversation.

This Reports is Used only for the Inbound/Outbound Process.

This Report provides the CRM Fields dynamically weather crm field are added or removed they will automatically captured in the

Reports.

INPUT PARAMETERS

Input Parameter DefinitionsCRMInfo(To be displayed after selecting the To be displayed after selecting the campaign


The report will give details of each interaction between agent and customer.

The data will be shown as detail for each interaction as selected by the user while fetching the report

The report will show the detail for the each interaction between the agent and customer, customer

information upload by the Supervisor in the campaign.

ASSUMPTIONS

Assumptions

Users selection User as created in Ameyo


Users Disposition selection User Dispositions as created in Ameyo






Headers Name Ch Date Ch time Contact center name Process name Campaign Name

DefinitionsThis field will show the

exact date on which the

call was made

This field will show the

time when the call was

made

Each contact center has a

name assign to it, This

field will show that

name.

This field will show the type

of process being conducted,

inbound or outbound

This will show the

campaign name as

configured.



Headers Name Ch phone Ch customer ID Call type Outbound Inbound System disposition


phone number of the

customer

System generated ID

valid for the Inbound

customer if Customer is

not added/uploaded in

the system



dialer, inbound,

outbound


call. i.e. whether outbound

call or inbound call.

This will show the system

generated disposition

code for a call.


CRM DETAILS

HEADERS DEFINITION



Headers Name Ch date added Call result Num attempt Hung-up Details Call end time

DefinitionsThis will show the full

date i.e. date and time of

the call.

This field will show

exactly what happened

with the particular call.

i.e. call completed, call

fall, etc

This will show the

number of attempt was

made to reach a

particular customer.



AGENT_HANGUP_UI,

SYSTEM_HANGUP,CUSTOM

ER_HANGUP_UI

,CUSTOMER_HANGUP_PHO

NE

,AGENT_HANGUP_PHONE

,SYSTEM_MEDIA

,AGENT_CANCELLED_PREVIE

W



disconnected.



Headers Name Call originate time Setup time Ringing time Talk time Wrap time


timing when the call was



time taken between

initialization and

response

This Is the time for which

the call is ringing on the

agent desk before a

response.

This is the time taken

between call answered and

completing the call.


the agent to dispose the

call after completing the

call.


CRM DETAILS



Headers Name Ch user ID User name Disposition Code Hold time Ch crt Object ID

DefinitionsThis field will show a

system generated ID

assigned to a user.

It shows the user name

of the agent which is

attending to the

particular call.

After completing a call

the agent assign This

code for the disposition.

This is time for which the

customer was put on hold

by the agent.

This is a system

generated unique ID

which is assigned to each

call.



Headers Name Session ID Campaign ID Crt object ID Customer ID User Crt object ID

DefinitionsThis will give the unique

ID of the session the

agent is logged in

This will give the unique

ID of the campaign the

agent is logged in

This is a system

generated unique ID


call.

This is system generated

unique ID

This is a system

generated user unique ID


user.



Header Number Phone1 Phone2 Phone3 Queue ID Queue Name

DefinitionsThis is phone number

added by the supervisor

in the campaign.

This is phone number


in the campaign.



in the campaign.

This is the unique ID

assigned to each queue.

The name of the queue

where the call was

answered.


CRM DETAILS



Header Number Call Date Verifier Name Disposition User ID Phone Original

DefinitionsThis show the complete

date with time of the call.

Verifier Name as filled by

Agent or as uploaded.

User Disposition selected

by User

This will show the Login ID

of the User(Agent)

This will show Customer

Phone



Header Number Update Done Feedback Is New Number Title fname

DefinitionsDate on which CRM fields

update by User

This will show User

comments

Is New Number as filled

by Agent or as uploaded.

This will show customer

Title as filled by Agent or as

uploaded.

This will show the first

name of the customer on

the call.



Header Number mname lname Designation Email ID Martial Status

DefinitionsThis will show the middle


the call.

This will show the last


the call.

This will show

Designation of caller as

shown in This field.

This will show email id of

caller as shown in This field.

This will show Martial

Status of caller as shown

in This field.


CRM DETAILS



Header Number Sex House No Street No Landmark City

DefinitionsThis will show Sex of

caller as shown in This

field.

This is the house number

of the customer

This is the street

no./name of the

customer.

This will give the nearest

landmark of the customer

This is the name of the

city resided by the

customer



Header Number State Zip Country Bank Name Acc No

DefinitionsThis is the name of the

state resided by the

customer

This will show the zip

code of the area/city of

the customer


country resided by the

customer

This will show Bank Name of

caller as shown in This field.

This will show Account

number of caller as




Header Number Bank Acc Name Sort Code ssno Comments Alt No

DefinitionsThis will show bank

Account number of caller

as shown in This field.

This will show Sort Code

as filled by Agent or as

uploaded.

This will show SSNoas

filled by Agent or as

uploaded.

This will show comments as

entered by Agent.

This will show Alternate

number of caller as



CRM DETAILS



Header Number Mobile No Fax No Occupation Dob County

DefinitionsThis will show Mobile

number of caller as


This will show Fax No

number of caller as


This will show

Occupation number of


field.

This will show DOB of caller


This will show county of


field.



Header Number Company name Bt Number Lead Id Home Phone Office Phone

DefinitionsThis will show customer

company Name as filled


This will show Bt number


uploaded.






Customer Home Number as


uploaded.

Customer Office Number


uploaded.


Header Number 76

Header Number Disposition Attr

DefinitionsDisposition Attr as filled


Formula NA

CRM DETAILS


CRM LEAD DETAILS


Category Sub- CategoryCategory CRM

Campaign Both

Type Details


Output Description

S No1

2

3

S No1

2

3

4

5

6

Definitions

CRM LEAD DETAILS

Valid for those customer information uploaded in system

The report will show the detail for the each customer information upload by the Supervisor in the campaign.

User Dispositions as created in Ameyo

When Customer dialed a number of times then only last updated status will be captured in This reports.

This Report Provides the Customer Information which upload in the Campaign weather it is dialed by the Ameyo Application or not

dialed by the Ameyo Applications.

INPUT PARAMETERS

Input Parameter DefinitionsCRMInfo(To be displayed after selecting the

Users selection

Users Disposition selection

User as created in Ameyo

This Reports is Used only for the Outbound Process.

Assumptions

ASSUMPTIONS

DESCRIPTION


The report will give details of each customer information uploaded in the system..

The data will be shown as detail for each customer information as selected by the user while fetching the

report


System Dispositions selection System Dispositions as created in Ameyo

To be displayed after selecting the campaign




Headers Name Ch_date Ch_Time Campaign name Ch_phone Ch customer ID


exact date on which the

call was made



made





phone number of the

customer

System generated ID valid

for the Inbound customer

if Customer is not

added/uploaded in the

system



Headers Name Call Type Outbound Inbound System disposition Ch date added Call result

Definitions



dialer, inbound,

outbound


call. i.e. whether

outbound call or inbound

call.

This will show the

system generated

disposition code for a

call.

This will show the full date

i.e. date and time of the call.

This field will show

exactly what happened

with the particular call.

i.e. call completed, call

fall, etc


CRM LEAD DETAILS

HEADERS DEFINITION



Headers Name Num attempt Hung-up Details Call end time Call originate time Setup time

Definitions

This will show the

number of attempt was

made to reach a

particular customer.



AGENT_HANGUP_UI,

SYSTEM_HANGUP,CUSTO

MER_HANGUP_UI

,CUSTOMER_HANGUP_P

HONE

,AGENT_HANGUP_PHON

E

,SYSTEM_MEDIA


VIEW



disconnected.


timing when the call was



time taken between

initialization and

response



Headers Name Ringing time Talk time Ch user ID User name Disposition Code

Definitions

This Is the time for which

the call is ringing on the

agent desk before a

response.

This is the time taken

between call answered

and completing the call.

This field will show a

system generated ID

assigned to a user.

It shows the user name of

the agent which is attending

to the particular call.

After completing a call

the agent assign This

code for the disposition.


CRM LEAD DETAILS



Headers Name Hold time Ch crt Object ID Campaign ID Customer ID Crt object ID

DefinitionsThis is time for which the

customer was put on

hold by the agent.

This is a system

generated unique ID


call.

This will give the unique

ID of the campaign the

agent is logged in

This is system generated

unique ID

This is a system

generated unique ID


call.



Headers Name Queue ID Queue Name Phone1 Phone2 Phone3

DefinitionsThis is the unique ID

assigned to each queue.

The name of the queue

where the call was

answered.



in the campaign.

This is phone number added

by the supervisor in the

campaign.



in the campaign.



Headers Name Date Added Update Done Feedback Is New Number Title

DefinitionsThis show the complete

date with time of the call.

This will show Date of

Last Update

This will show agents

comments

This will show Is New

Number as filled by Agent or

as uploaded.

This will show caller title


uploaded.


CRM LEAD DETAILS



Headers Name fname mname lname Designation Email ID

DefinitionsThis will show the first


the call.

This will show the middle


the call.

This will show the last


the call.

This will show Designation

of caller as shown in This

field.

This will show email id of


field.



Headers Name Martial Status Sex House No Street No Landmark

DefinitionsThis will show Martial

Status of caller as shown

in This field.

This will show sex of


field.

This is the house number

of the customer

This is the street no./name

of the customer.

This will give the nearest

landmark of the customer



Headers Name City State Zip Country Bank Name

DefinitionsThis is the name of the

city resided by the

customer


state resided by the

customer

This will show the zip

code of the area/city of

the customer


country resided by the

customer

This will show Bank Name

of caller as shown in This

field.


CRM LEAD DETAILS



Headers Name Acc No Bank Acc Name Sort Code ssno Comments

DefinitionsThis will show Account

number of caller as


This will show bank

Account number of caller


This will Show Sort Code


uploaded.

This will show ssno as as


uploaded.

This will show comments

as entered by Agent.



Headers Name Alt No Mobile No Fax No Occupation Dob

DefinitionsThis will show Alternate

number of caller as


This will show Mobile

number of caller as filled

by Agent or uploaded

This will show Fax No

number of caller as


This will show Occupation

number of caller as shown

in This field.

This will show DOB of


field.


CRM LEAD DETAILS



Headers Name County Company Name Bt Number Lead Id Home Phone

DefinitionsThis will show county of


field.

This will show Company

Name as filled by Agent

or Uploaded in lead.

This will show Bt Number

as filled by Agent or

Uploaded in lead.


the lead is uploaded and call

is connected from a



This will show caller

home phone as filled by



Header Number 66 67 68 69

Headers Name Office Phone Disposition User ID Disposition Attr

DefinitionsThis will show caller

office Phone as filled by


This will show user

disposition

This will show the User ID

of agent who Attended

the call.

Disposition Attr as filled by


Formula NA NA NA NA

CRM LEAD DETAILS


Header Number 1 2

Headers Name Time Channel

DefinitionsThis will show the exact

time.Number of Channel Used

Formula NA NA

HEADERS DEFINITION

PRI UTILIZATION REPORT

PRI UTILIZATION REPORT


ameyo reports manual · 1.6.0 18-may-15 gaurav sharma about the document the document provides...

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