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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
Revised the description of Reports
Revised the description of Reports
Added New Reports and revised the description of Old Reports
Document Revised
Confidential 2 AMEYO-v1.6.0-20150518000002
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
Confidential 3 AMEYO-v1.6.0-20150518000002
Figure - 2b
Confidential 4 AMEYO-v1.6.0-20150518000002
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
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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
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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
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ACD CALL DETAILS
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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
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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
Header Number 6 7 8 9 10
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
Formula NA NA NA NA NA
ACD CALL DETAILS
HEADERS DEFINITION
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Header Number 11 12 13 14 15
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.
Formula NA NA NA NA NA
Header Number 16 17 18 19 20
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
Formula NA NA NA NA NA
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
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ACD CALL INTERVAL SUMMARY
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Category Sub- CategoryCategory ACD
Campaign Inbound
Type Summary
Output options Interval
Output Description
S No1
2
3
4
S No1
2
3
4
5
6
ACD CALL INTERVAL SUMMARY
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.
Valid for only inbound campaigns
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
Input Parameter DefinitionsStart Date+Time The time from which the report should show the data
Queue selection Queue as created inAmeyo
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
End Date+Time The time till which the report should show data
Campaign selection Campaigns as created in Ameyo
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Header Number 1 2 3 4 5
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
We may fetch the deport
for a particular interval,
This will show the end
time of the interval
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.
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
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
Target value is set by the
user before fetching the
report, it depend on
customer ACD wait time.
This will show total call
answered after target
Target value is set by the
user before fetching the
report, it depend on
customer ACD wait time.
This will show total call
answered after target
Formula NA NA NA NA NA
ACD CALL INTERVAL SUMMARY
HEADERS DEFINITION
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Header Number 11 12 13 14 15
Headers NameTotal Abandon Before
Target
Total Abandon After
TargetTotal Short calls Total Talk Time Average Talk Time
Definitions
Target value is set by the
user before fetching the
report, it depend on
customer ACD wait time.
This will show total call
abandoned before target
Target value is set by the
user before fetching the
report, This will show
total abandon calls for
which ACD wait time was
> target value
This will show the total
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
Header Number 16 17 18 19 20
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
the call is connected.
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.
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
ACD CALL INTERVAL SUMMARY
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Header Number 21 22 23 24 25
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.
This is the total time
taken by the agent to
dispose the call after the
call has been
disconnected.
This is the total time
taken by the agent to
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.
The total duration the
customer had to wait in
queue for the call to be
answered. For ReACDd
cases, include all queues'
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
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.
Formula NA
ACD CALL INTERVAL SUMMARY
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ACD CALL SUMMARY
Confidential 17 AMEYO-v1.6.0-20150518000002
Category Sub- CategoryCategory ACD
Campaign Inbound
Type Summary
Output options Duration
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.
Valid for only inbound campaigns
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
Input Parameter DefinitionsStart Date+Time The time from which the report should show the data
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
End Date+Time The time till which the report should show data
Campaign selection Campaigns as created in Ameyo
Queue selection Queue as created inAmeyo
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Header Number 1 2 3 4 5
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.
This will show the total
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
These are the call which
came into the queue but
were either hanged up by
the ACD or the customer
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
Headers Name Total Served TargetTotal Served After
Target
Total Abandoned
Before Target
Total Abandon After
TargetTotal Short calls
Definitions
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
Target value is set by the
user before fetching the
report, it depend on
customer ACD wait time.
This will show total call
answered after target
Target value is set by the
user before fetching the
report, it depend on
customer ACD wait time.
This will show total call
abandoned before target
Target value is set by the
user before fetching the
report, it depend on
customer ACD wait time.
This will show total call
abandoned after target
This will show the total
number of call which
were answered within 10
seconds i.e. disconnected
in short duration.
Formula NA NA NA NA NA
ACD CALL SUMMARY
HEADERS DEFINITION
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Header Number 11 12 13 14 15
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.
This shows the average
time taken by the agent
on the calls i.e. total user
talk time upon total call
answered in queue.
This is the total 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 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
Header Number 16 17 18 19 20
Headers Name Average Hold Time Total Hold Count Longest Wait Time Total Wrap Time Total Handling Time
Definitions
This shows the average
Hold time by the agent
on the calls i.e. total
Hold time upon total calls
hold.
This will give to the total
number of calls in which
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.
This is the total time
taken by the agent to
completely finishing the
call i.e. total talk time+
total wrap time.
FormulaTotal Hold Time / (Total
hold count)NA NA NA
Total User Talk Time +
Total Wrap Time
ACD CALL SUMMARY
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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.
The total duration the
customer had to wait in
queue for the call to be
answered. For ReACDd
cases, include all queues'
all entries
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
Formula(Total User Talk Time +
Total Wrap Time)/ (Total
Answered calls in Queue)
NA NA
ACD CALL SUMMARY
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AGENT ACTIVITY SUMMARY
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Category Sub- Category
Category Campaign
Campaign Both
Type Summary
Output options Interval
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.
AGENT ACTIVITY SUMMARY
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
Campaign selection Campaigns as created in Ameyo
Users selection
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
Interval selection(Each half an hour, Each hour,
Users as created in Ameyo
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Header Number 1 2 3 4 5
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.
This shows the campaign
being used by the agent
to do or to receive a call.
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
Header Number 6 7 8 9 10
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.
This is the duration when
the agent is active to
receive auto call i.e.
receive Auto/ Dialer
Calls( Manual/ Auto/
Preview/ Callback/
Inbound)
This is the duration when
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
Formula NA NA NA NA NA
HEADERS DEFINITION
AGENT ACTIVITY SUMMARY
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Header Number 11 12 13 14 15
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.
This will show total
number of callback calls
offered to Agent.
Total number of transfer to
campaign calls that
originated in the interval
answered by the agent
This will show total
number of Dialer calls
answered by Agent.
Formula NA NA NA NA NA
Header Number 16 17 18 19 20
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.
This will show total
number of Manual calls
answered by Agent.
This will show total
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
Formula NA NA NA NA NA
Header Number 21 22 23 24 25
Headers NameInbound Calls Ringing
Time
Manual Calls Ringing
Time
Callback Calls Ringing
Time
Transfer To Campaign
Calls Ringing TimeDialer Calls Talk Time
Definitions
Total Ringing time of all
inbound calls that
originated in the interval
that were allocated to
the user
Total Ringing time of all
inbound calls that
originated in the interval
that were allocated to
the user
Total Ringing time of all
callback calls that
originated in the interval
that were allocated to
the user
Total Ringing time of all
transfer to campaign calls
that originated in the
interval that were allocated
to the user
This will show the total
Talk time of Dialer call
Connected to agent.
Formula NA NA NA NA NA
AGENT ACTIVITY SUMMARY
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Header Number 26 27 28 29 30
Headers NameInbound Calls Talk
TimeManual Calls Talk Time
Callback Calls Talk
Time
Transfer To Campaign
Calls Talk timeDialer Calls Wrap Time
DefinitionsThis will show the total
Talk time of Inbound calls
Connected to agent.
This will show the total
Talk time of Manual calls
Connected to agent.
This will show the total
Talk time of Callback
calls Connected to agent.
This will show the total Talk
time of Transfer to
Campaign calls Connected
to agent.
This will show the total
time the agent took to
dispose the Dialer calls
after hanging up.
Formula NA NA NA NA NA
Header Number 31 32 33 34 35
Headers NameInbound Calls Wrap
Time
Manual Calls Wrap
Time
Callback Calls Wrap
Time
Transfer To Campaign
Calls Wrap TimeAverage Ring Time
Definitions
This will show the total
time the agent took to
dispose the Inbound calls
after hanging up.
This will show the total
time the agent took to
dispose the manual calls
after hanging up.
This will show the total
time the agent took to
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
AGENT ACTIVITY SUMMARY
AGENT ACTIVITY SUMMARY
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Header Number 36 37 38 39 40
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
taken by the agent to
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 ACTIVITY SUMMARY
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AGENT PRODUCTIVITY INTERVAL SUMMARY
Confidential 28 AMEYO-v1.6.0-20150518000002
Category Sub- Category
Category Campaign
Campaign Both
Type Summary
Output options Interval
Output Description
S No1
2
S No1
2
3
4
5
Definitions
Valid for calls which are answered by the agents in the campaign.
Valid for inbound / outbound campaigns
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
AGENT PRODUCTIVITY INTERVAL SUMMARY
DESCRIPTION
Start Date+Time The time from which the report should show the data
End Date+Time The time till which the report should show 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.
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
Input Parameter Definitions
Campaign selection Campaigns as created in Ameyo
Users selection Users as created in Ameyo
Confidential 29 AMEYO-v1.6.0-20150518000002
Header Number 1 2 3 4 5
Headers Name Interval Start Interval End Process name Campaign name User Name
Definitions
We may fetch the deport
for a particular interval,
This will show the start
time of the interval
We may fetch the deport
for a particular interval,
This will show the end
time of the interval
It shows the process
which is mapped with the
campaign being used for
calling.
This shows the campaign
being used by the agent to
do or to receive a call.
It shows the username of
the agent which is
attending to the
particular call.
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
Headers Name User Id Total Staffed Hours Total ready duration Total break duration Auto Call On Duration
DefinitionsIt represent the login ID
of the agent with whom
the call is connected.
duration for which the
user was logged in to the
campaign in the interval
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.
This is the duration when
the agent is active to
receive auto call i.e.
receive Auto / Dialer Calls
/ (Manual /Auto/
Preview/ Callback/
Inbound)
Formula NA NA NA NA NA
AGENT PRODUCTIVITY INTERVAL SUMMARY
HEADERS DEFINITION
Confidential 30 AMEYO-v1.6.0-20150518000002
Header Number 11 12 13 14 15
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
This is the duration when
the agent is not active to
receive auto call i.e.
receive Auto/ Dialer
Calls( Manual/ Auto/
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
number of inbound calls
completed/attended by
the agent when he is in
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
completed/attended by
the agent when he is in
Auto call On mode.
Formula NA NA NA NA NA
Header Number 16 17 18 19 20
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.
This will tell the total
time the inbound call was
ringing at the agent desk
while agent was in Auto
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.
This will tell the total
time the callback call was
ringing at the agent desk
while agent was in Auto
Call On mode.
Formula NA NA NA NA NA
AGENT PRODUCTIVITY INTERVAL SUMMARY
Confidential 31 AMEYO-v1.6.0-20150518000002
Header Number 21 22 23 24 25
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
This will tell the total
time the calls transferred
between campaign was
ringing at the agent desk
while agent was in Auto
Call On mode.
This will tell the total
time of the dialer call
which the agent handled
while he was on Auto Call
On mode.
This will tell the total
time of the inbound call
which the agent handled
while he was on Auto 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.
This will tell the total
time of the callback call
which the agent handled
while he was on Auto Call
On mode.
Formula NA NA NA NA NA
Header Number 26 27 28 29 30
Headers Name
Auto Call On Transfer
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
Auto Call On Callback
Calls Wrap Time
Definitions
This will tell the total
time of the TranToCall
call which the agent
handled while he was on
Auto Call On mode.
This will tell the total
time the agent took to
dispose the Dialer call
after hanging up when he
was in Auto Call On
mode.
This will tell the total
time the agent took to
dispose the inbound call
after hanging up when he
was in Auto Call On
mode.
This will tell the total time
the agent took to dispose
the manual call after
hanging up when he was in
Auto Call On mode.
This will tell the total
time the agent took to
dispose the callback call
after hanging up when he
was in Auto Call On
mode.
Formula NA NA NA NA NA
AGENT PRODUCTIVITY INTERVAL SUMMARY
Confidential 32 AMEYO-v1.6.0-20150518000002
Header Number 31 32 33 34 35
Headers Name
Auto Call On Transfer
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
This will tell the total
time the agent took to
dispose the TranToCamp
call after hanging up
when he was in Auto Call
On mode.
This give the total
number of calls
completed/attended by
the agent when he is in
Auto call Off mode.
This give the total
number of inbound calls
completed/attended by
the agent when he is in
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
number of callbacks calls
completed/attended by
the agent when he is in
Auto call Off mode.
Formula NA NA NA NA NA
Header Number 36 37 38 39 40
Headers NameAuto Call Off Transfer
To Campaign Calls
Auto Call Off Dialer
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
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 Off mode.
This will tell the total
time the inbound call was
ringing at the agent desk
while agent was in Auto
Call Off mode.
This will tell the total time
the Manual call was ringing
at the agent desk while
agent was in Auto Call Off
mode.
This will tell the total
time the callback call was
ringing at the agent desk
while agent was in Auto
Call Off mode.
Formula NA NA NA NA NA
AGENT PRODUCTIVITY INTERVAL SUMMARY
Confidential 33 AMEYO-v1.6.0-20150518000002
Header Number 41 42 43 44 45
Headers Name
Auto Call Off Transfer
To Campaign Calls
Ringing Time
Auto Call Off Dialer
calls Talk time
Auto Call Off inbound
calls Talk time
Auto Call Off Manual
calls Talk time
Auto Call Off Callback
calls Talk time
Definitions
This will tell the total
time the calls transferred
between campaign was
ringing at the agent desk
while agent was in Auto
Call Off mode.
This will tell the total
time of the dialer call
which the agent handled
while he was in Auto Call
Off mode.
This will tell the total
time of the inbound call
which the agent handled
while he was in Auto Call
Off mode.
This will tell the total time of
the Manual call which the
agent handled while he was
in Auto Call Off mode.
This will tell the total
time of the callback call
which the agent handled
while he was in Auto Call
Off mode.
Formula NA NA NA NA NA
Header Number 46 47 48 49 50
Headers NameAuto Call Off Tran To
Camp calls Talk time
Auto Call Off Dialer
calls wrap time
Auto Call Off Inbound
calls wrap time
Auto Call Off Manual
calls wrap time
Auto Call Off Callback
calls wrap time
Definitions
This will tell the total
time of the TranToCall
call which the agent
handled while he was in
Auto Call Off mode.
This will tell the total
time the agent took to
dispose the Dialer call
after hanging up when he
was in Auto Call Off
mode.
This will tell the total
time the agent took to
dispose the inbound call
after hanging up when he
was in Auto Call Off
mode.
This will tell the total time
the agent took to dispose
the manual call after
hanging up when he was in
Auto Call Off mode.
This will tell the total
time the agent took to
dispose the callback call
after hanging up when he
was in Auto Call Off
mode.
Formula NA NA NA NA NA
AGENT PRODUCTIVITY INTERVAL SUMMARY
Confidential 34 AMEYO-v1.6.0-20150518000002
Header Number 51 52 53 54 55
Headers NameAuto Call Off
TranToCamp calls
wrap time
Average Ring Time Average Talk Time Average Wrap Time Average handling time
Definitions
This will tell the total
time the agent took to
dispose the TranToCamp
call after hanging up
when he was in Auto Call
Off mode.
It will give the average
ringing time. I.e. average
time the call was waiting
at the agent desk.
This 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
taken by the agent to
handle the calls i.e. total
handling time upon total
served call in target and
after target.
Formula NATotal Ringing Time / Total
Calls Answered
Total Talk Time / Total
Calls Answered
Total Wrap Time /Total
Answered
Average Talk Time+
Average Wrap Time
Header Number 56 57 58
Headers NameTotal Talk time in
Interval
Total Wrap Time in
IntervalTotal Idle Time
DefinitionsTotal Talk time of the
user in the interval
Total wrap time of the
user in the interval
Total Duration for which
the agent performed no
activity.
Formula NA NA
Total Ready Duration -
(Total Talk Time in
Interval + Total Wrap
Time in Interval )
AGENT PRODUCTIVITY INTERVAL SUMMARY
Confidential 35 AMEYO-v1.6.0-20150518000002
AGENT PRODUCTIVITY SUMMARY
Confidential 36 AMEYO-v1.6.0-20150518000002
Category Sub- Category
Category Campaign
Campaign Both
Type Summary
Output options Duration
Output Description
S No1
2
S No1
2
3
4
Definitions
Valid for inbound / outbound campaigns
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
Once Calls gets Reacd Three times and no agents picks the calls then Only last status of calls will captured in This Report.
Only those inbound Calls are Captured in This Report which are reached to the Agents Desk.
Assumptions
Campaign selection Campaigns as created in Ameyo
AGENT PRODUCTIVITY SUMMARY
DESCRIPTION
Confidential 37 AMEYO-v1.6.0-20150518000002
Header Number 1 2 3 4 5
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.
This shows the campaign
being used by the agent
to do or to receive a call.
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 NA NA
Header Number 6 7 8 9 10
Headers Name Total ready duration Total break duration Auto Call On duration Auto Call Off durationAuto call ON dialer
calls
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.
This is the duration when
the agent is active to
receive auto call i.e.
receive Auto/ Dialer
Calls( Manual/ Auto/
Preview/ Callback/
Inbound)
This is the duration when
the agent is not active to
receive auto call i.e. receive
Auto/ Dialer Calls( Manual/
Auto/ Preview/ Callback/
Inbound)
This give the total
number of calls
completed/attended by
the agent when he is in
Auto call On mode.
Formula NA NA NA NA NA
HEADERS DEFINITION
AGENT PRODUCTIVITY SUMMARY
Confidential 38 AMEYO-v1.6.0-20150518000002
Header Number 11 12 13 14 15
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
number of inbound calls
completed/attended by
the agent when he is in
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
completed/attended by
the agent when he is in
Auto call On mode.
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.
Formula NA NA NA NA NA
Header Number 16 17 18 19 20
Headers NameAuto Call On Inbound
calls Ringing Time
Auto Call On Manual
calls Ringing Time
Auto Call On Callback
calls Ringing Time
Auto Call On
TranToCamp calls Ringing
Time
Auto Call On Dialer
calls Talk time
Definitions
This will tell the total
time the inbound call was
ringing at the agent desk
while agent was in Auto
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.
This will tell the total
time the callback call was
ringing at the agent desk
while agent was in Auto
Call On mode.
This will tell the total time
the calls transferred
between campaign was
ringing at the agent desk
while agent was in Auto Call
On mode.
This will tell the total
time of the dialer call
which the agent handled
while he was on Auto Call
On mode.
Formula NA NA NA NA NA
AGENT PRODUCTIVITY SUMMARY
Confidential 39 AMEYO-v1.6.0-20150518000002
Header Number 21 22 23 24 25
Headers NameAuto Call On inbound
calls Talk time
Auto Call On Manual
calls Talk time
Auto Call On Callback
calls Talk time
Auto Call On
TranToCamp calls Talk
time
Auto Call On Dialer
calls wrap time
Definitions
This will tell the total
time of the inbound call
which the agent handled
while he was on Auto 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.
This will tell the total
time of the callback call
which the agent handled
while he was on Auto Call
On mode.
This will tell the total time of
the TranToCall call which
the agent handled while he
was on Auto Call On mode.
This will tell the total
time the agent took to
dispose the Dialer call
after hanging up when he
was in Auto Call On
mode.
Formula NA NA NA NA NA
Header Number 26 27 28 29 30
Headers NameAuto Call On Inbound
calls wrap time
Auto Call On Manual
calls wrap time
Auto Call On Callback
calls wrap time
Auto Call On
TranToCamp calls wrap
time
Auto call off dialer
calls
Definitions
This will tell the total
time the agent took to
dispose the inbound call
after hanging up when he
was in Auto Call On
mode.
This will tell the total
time the agent took to
dispose the manual call
after hanging up when he
was in Auto Call On
mode.
This will tell the total
time the agent took to
dispose the callback call
after hanging up when he
was in Auto Call On
mode.
This will tell the total time
the agent took to dispose
the TranToCamp call after
hanging up when he was in
Auto Call On mode.
This give the total
number of calls
completed/attended by
the agent when he is in
Auto call Off mode.
Formula NA NA NA NA NA
AGENT PRODUCTIVITY SUMMARY
Confidential 40 AMEYO-v1.6.0-20150518000002
Header Number 31 32 33 34 35
Headers NameAuto call off Inbound
calls
Auto call off Manual
calls
Auto call off callback
calls
Auto call off TranToCamp
calls
Auto Call Off Dialer
calls Ringing Time
Definitions
This give the total
number of inbound calls
completed/attended by
the agent when he is in
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
number of callbacks calls
completed/attended by
the agent when he is in
Auto call Off mode.
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 Off mode.
Formula NA NA NA NA NA
Header Number 36 37 38 39 40
Headers NameAuto Call Off Inbound
calls Ringing Time
Auto Call Off Manual
calls Ringing Time
Auto Call Off Callback
calls Ringing Time
Auto Call Off
TranToCamp calls Ringing
Time
Auto Call Off Dialer
calls Talk 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 Off mode.
This will tell the total
time the inbound call was
ringing at the agent desk
while agent was in Auto
Call Off mode.
This will tell the total time
the calls transferred
between campaign was
ringing at the agent desk
while agent was in Auto Call
Off mode.
This will tell the total
time of the dialer call
which the agent handled
while he was in Auto Call
Off mode.
Formula NA NA NA NA NA
AGENT PRODUCTIVITY SUMMARY
Confidential 41 AMEYO-v1.6.0-20150518000002
Header Number 41 42 43 44 45
Headers NameAuto Call Off inbound
calls Talk time
Auto Call Off Manual
calls Talk time
Auto Call Off Callback
calls Talk time
Auto Call Off
TranToCamp calls Talk
time
Auto Call Off Dialer
calls wrap time
Definitions
This will tell the total
time of the inbound call
which the agent handled
while he was in Auto Call
Off mode.
This will tell the total
time of the Manual call
which the agent handled
while he was in Auto Call
Off mode.
This will tell the total
time of the callback call
which the agent handled
while he was in Auto Call
Off mode.
This will tell the total time of
the TranToCall call which
the agent handled while he
was in Auto Call Off mode.
This will tell the total
time the agent took to
dispose the Dialer call
after hanging up when he
was in Auto Call Off
mode.
Formula NA NA NA NA NA
Header Number 46 47 48 49 50
Headers NameAuto Call Off Inbound
calls wrap time
Auto Call Off Manual
calls wrap time
Auto Call Off Callback
calls wrap time
Auto Call Off
TranToCamp calls wrap
time
Average Ring Time
Definitions
This will tell the total
time the agent took to
dispose the inbound call
after hanging up when he
was in Auto Call Off
mode.
This will tell the total
time the agent took to
dispose the manual call
after hanging up when he
was in Auto Call Off
mode.
This will tell the total
time the agent took to
dispose the callback call
after hanging up when he
was in Auto Call Off
mode.
This will tell the total time
the agent took to dispose
the TranToCamp call after
hanging up when he was in
Auto Call Off mode.
It will give the average
ringing time. I.e. average
time the call was waiting
at the agent desk.
Formula NA NA NA NATotal Ringing Time / Total
Calls Answered
AGENT PRODUCTIVITY SUMMARY
Confidential 42 AMEYO-v1.6.0-20150518000002
Header Number 51 52 53 54 55
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
taken by the agent to
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 Answered
Total Wrap Time /Total
Answered
Average Talk
Time+Average Wrap
Time
NA NA
Header Number 56
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 SUMMARY
Confidential 43 AMEYO-v1.6.0-20150518000002
CALL DETAILS
Confidential 44 AMEYO-v1.6.0-20150518000002
Category Sub- Category
Category Campaign
Campaign Both
Type Details
Output options Duration
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.
Valid for inbound / outbound campaigns
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.
Confidential 45 AMEYO-v1.6.0-20150518000002
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
Start Date+Time The time from which the report should show the data
End Date+Time The time till which the report should show data
Phone Number selection Phone number as created in Ameyo
Campaign ID selection Campaigns ID as created in Ameyo
INPUT PARAMETERS
Input Parameter Definitions
System Disposition as created in Ameyo
Confidential 46 AMEYO-v1.6.0-20150518000002
Header Number 1 2 3 4 5
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
It shows the process
which is mapped with the
campaign being used for
calling.
This shows the campaign
being used by the agent to
do or to receive a call.
In an outbound call when
the lead is uploaded and
call is connected from a
particular lead, then This
will show the Lead ID.
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
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.
Formula NA NA NA NA NA
CALL DETAILS
HEADERS DEFINITION
Confidential 47 AMEYO-v1.6.0-20150518000002
Header Number 11 12 13 14 15
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
This is the exact time
between call being
connected and
disconnected. This is
actual time being
recorded.
Formula NA NA NA NA NA
Header Number 16 17 18 19 20
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
of the agent with whom
the call is connected.
Formula NA NA NA NA NA
CALL DETAILS
Confidential 48 AMEYO-v1.6.0-20150518000002
Header Number 21 22 23 24 25
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.
Phone setup time of the
user
Formula NA NA NA NA NA
Header Number 26 27 28
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
Confidential 49 AMEYO-v1.6.0-20150518000002
CALL DISTRIBUTION
Confidential 50 AMEYO-v1.6.0-20150518000002
Category Sub- Category
Category Campaign
Campaign Both
Type Summary
Output options Duration
Output Description
S No1
2
S No1
2
3
4
Campaign selection
Only those inbound Calls are Captured in This Report which are reached to the Agents Desk.
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
End Date+Time The time till which the report should show data
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
Valid for inbound / outbound campaigns
The report will give summary of inbound/Outbound call answered and manual dialed by the agent
The data will be shown as summary for the calls as selected by the user while fetching the report
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
Confidential 51 AMEYO-v1.6.0-20150518000002
Header Number 1 2 3 4 5
Headers Name Process name Campaign name Campaign ID Call type Total calls offered
Definitions
It shows the process
which is mapped with the
campaign being used for
calling.
This shows the campaign
being used by the agent
to do or to receive a call.
This will show the
Campaign ID of the
Campaign being used to
do or to receive a call.
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.
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
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.
This will show total
number of calls
answered before set
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
abandoned before target
This will show the total
Customer Talk Time.
Formula NA NA NA NA NA
CALL DISTRIBUTION
HEADERS DEFINITION
Confidential 52 AMEYO-v1.6.0-20150518000002
Header Number 11 12 13 14 15
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.
This will give to the total
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
Header Number 16 17 18 19 20
Headers Name Average Hold Time Max hold timeCalls with Hold Time
Less than targetTotal User Wrap Time Average Wrap Time
Definitions
This shows the average
Hold time by the agent
on the calls i.e. total
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 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
Confidential 53 AMEYO-v1.6.0-20150518000002
Header Number 21 22 23 24 25
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.
This will show the total
number calls with wrap
time less than Target.
This is the total time
taken by the agent to
completely finishing the
call i.e. total talk time+
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
Confidential 54 AMEYO-v1.6.0-20150518000002
CALL DISTRIBUTION INTERVAL SUMMARY
Confidential 55 AMEYO-v1.6.0-20150518000002
Category Sub- Category
Category Campaign
Campaign Both
Type Summary
Output options Duration
Output Description
S No1
2
S No1
2
3
4
CALL DISTRIBUTION INTERVAL SUMMARY
DESCRIPTION
Only those inbound Calls are Captured in This Report which are reached to the Agents Desk.
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
Input Parameter Definitions
DefinitionsValid for those inbound / Outbound calls which are answered by the agents and manual dial by the agents in
the campaign.
Valid for inbound / outbound campaigns
The report will give summary of inbound /Outbound call answered and manual dialed by the agent
The data will be shown as summary for the calls as selected by the user while fetching the report
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
End Date+Time The time till which the report should show data
Campaign selection Campaigns as created in Ameyo
Target The target values ( in seconds ) which should be used to calculate SLA
Start Date+Time
Confidential 56 AMEYO-v1.6.0-20150518000002
Header Number 1 2 3 4 5
Headers Name Interval Start Interval end Process name Campaign name Campaign ID
Definitions
We may fetch the deport
for a particular interval,
This will show the start
time of the interval
We may fetch the deport
for a particular interval,
This will show the end
time of the interval
It shows the process
which is mapped with the
campaign being used for
calling.
This shows the campaign
being used by the agent to
do or to receive a call.
This will show the
Campaign ID of the
Campaign being used to
do or to receive a call.
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
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.
These are the call which
came into the queue but
were either hanged up by
the ACD or the customer
Formula NA NA NA NA NA
HEADERS DEFINITION
CALL DISTRIBUTION INTERVAL SUMMARY
Confidential 57 AMEYO-v1.6.0-20150518000002
Header Number 11 12 13 14 15
Headers NameCalls Abandoned
Before target
Total Customer Talk
Time
Average Customer
Talk TimeMax Customer Talk Time
Calls With Talk Time
Less Than Target
Definitions
Target value is set by the
user before fetching the
report, it depend on
customer ACD wait time.
This will show total call
abandoned before target
This will show the total
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.
Formula NA NA NA NA NA
Header Number 16 17 18 19 20
Headers Name Total Hold CountTotal Customer Hold
TimeAverage Hold Time Max hold time
Calls with Hold Time
Less than target
Definitions
This will give to the total
number of calls in which
the agent put the
customer on hold
This will show total time
for Customer was put on
hold.
This shows the average
Hold time by the agent
on the calls i.e. total
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
time less than target
value
Formula NA NATotal Hold Time / (Total
Answered Calls )NA NA
CALL DISTRIBUTION INTERVAL SUMMARY
Confidential 58 AMEYO-v1.6.0-20150518000002
Header Number 21 22 23 24 25
Headers Name Total User Wrap Time Average Wrap Time Max Wrap TimeCalls With Wrap Time
Less Than targetTotal handling time
Definitions
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.
This will show the
maximum time taken by
Agent to dispose a single
call.
This will show the total
number calls with wrap time
less than Target.
This is the total time
taken by the agent to
completely finishing the
call i.e. total talk time+
total wrap time.
Formula NATotal User Wrap Time /
Total Answered CallsNA NA
Total User Talk Time +
Total Wrap Time
Header Number 26 27 28
Headers Name Average handling time Max Handling timeCalls with handling
time Less than Target
Definitions
The This average time
taken by the agent to
handle the calls i.e. total
handling time upon total
answered calls.
This will Max Handling
time for a single call out
of all calls connected.
This will show handling
time less than target
Formula(Total User Talk Time +
Total Wrap Time)/ (Total
Answered Calls)
NA NA
CALL DISTRIBUTION INTERVAL SUMMARY
Confidential 59 AMEYO-v1.6.0-20150518000002
CALL HISTORY
Confidential 60 AMEYO-v1.6.0-20150518000002
Category Sub- Category
Category Campaign
Campaign Both
Type Details
Output options Duration
Output Description
S No1
2
3
S No1
2
3
4
5
6
7
8
CALL HISTORY
DESCRIPTION
Start Date+Time The time from which the report should show the data
End Date+Time The time till which the report should show data
Campaign selection Campaigns as created in Ameyo
DefinitionsValid for those inbound / outbound calls which are answered by the agents and manual dial by the agents in
the campaign.
INPUT PARAMETERS
Input Parameter Definitions
Valid for inbound / outbound campaigns
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
Confidential 61 AMEYO-v1.6.0-20150518000002
Header Number 1 2 3 4 5
Headers Name Call ID Call Time Process name Campaign name Lead ID
DefinitionsThe unique identification
of the call
The time at which the
call was initiated by the
system or arrived at the
system
It shows the process
which is mapped with the
campaign being used for
calling.
This shows the campaign
being used by the agent to
do or to receive a call.
In an outbound call when
the lead is uploaded and
call is connected from a
particular lead, then This
will show the Lead ID.
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
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.
Formula NA NA NA NA NA
CALL HISTORY
HEADERS DEFINITION
Confidential 62 AMEYO-v1.6.0-20150518000002
Header Number 11 12 13 14 15
Headers Name Hung-up Details Customer Setup TimeCustomer Ringing
TimeIVR time(in sec)
Customer talk time (in
sec)
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 customer
The time spent by the
customer in the IVR
This is the exact time
between call being
connected and
disconnected. This is
actual time being
recorded.
Formula NA NA NA NA NA
Header Number 16 17 18 19 20
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
of the agent with whom
the call is connected.
Formula NA NA NA NA NA
CALL HISTORY
Confidential 63 AMEYO-v1.6.0-20150518000002
Header Number 21 22 23 24 25
Headers Name User name Disposition Code Disposition Class Transfer to User Setup Time
Definitions
It shows the username of
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.
Phone setup time of the
user
Formula NA NA NA NA NA
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.
This is the time taken by
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
Confidential 64 AMEYO-v1.6.0-20150518000002
AGENT SESSION DETAILS
Confidential 65 AMEYO-v1.6.0-20150518000002
Category Sub- CategoryCategory Campaign
Campaign Both
Type Details
Output options Duration
Output Description
S No1
S No1
2
3
4
AGENT SESSION DETAILS
DESCRIPTION
Definitions
AssumptionsAssumptions are not required.
INPUT PARAMETERS
Input Parameter Definitions
Valid for those activities which was done by agent during their Login Duration in the Campaigns.
Valid for inbound / outbound 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
Start Date+Time The time from which the report should show the data
End Date+Time The time till which the report should show data
Campaign selection Campaigns as created in Ameyo
Users selection User as created in Ameyo
Confidential 66 AMEYO-v1.6.0-20150518000002
Header Number 1 2 3 4 5
Headers Name User ID User name Session ID Login Time Logout Time
DefinitionsIt represent the login ID
of the agent with whom
the call is connected.
It shows the username of
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.
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
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
Campaign being used to
do or to receive a call.
This shows the campaign
being used by the agent
to do or to receive a call.
The unique identifier for the
ready break history (Used
for debugging)
The time at which agent
was ready in the
campaign
Formula NA NA NA NA NA
HEADERS DEFINITION
AGENT SESSION DETAILS
Confidential 67 AMEYO-v1.6.0-20150518000002
Header Number 11 12 13 14 15
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
The time at which the
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
The duration for which
agent was on break in the
particular campaign
Formula NA NA NAReady End/Break Start -
Ready Start
Break End - Ready
End/Break Start
Header Number 16 17 18 19 20
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)
The time at which agent
was set to auto on in the
campaign
The time at which agent
was set to auto off in the
campaign
The time at which agent was
set back to auto on in the
campaign
The duration for which
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
AGENT SESSION DETAILS
Confidential 68 AMEYO-v1.6.0-20150518000002
CRM DETAILS
Confidential 69 AMEYO-v1.6.0-20150518000002
Category Sub- Category
Category CRM
Campaign Both
Type Details
Output options Duration
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
Valid for inbound / outbound campaigns
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
Leads selection Lead as created in Ameyo
Users Disposition selection User Dispositions as created in Ameyo
Start Date+Time The time from which the report should show the data
End Date+Time The time till which the report should show data
Campaign selection Campaigns as created in Ameyo
Confidential 70 AMEYO-v1.6.0-20150518000002
Header Number 1 2 3 4 5
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.
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
Headers Name Ch phone Ch customer ID Call type Outbound Inbound System disposition
DefinitionsThis field will show the
phone number of the
customer
System generated ID
valid for the Inbound
customer if Customer is
not added/uploaded in
the system
This will show the type of
call being made, ex:- auto
dialer, inbound,
outbound
This will show the type of
call. i.e. whether outbound
call or inbound call.
This will show the system
generated disposition
code for a call.
Formula NA NA NA NA NA
CRM DETAILS
HEADERS DEFINITION
Confidential 71 AMEYO-v1.6.0-20150518000002
Header Number 11 12 13 14 15
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.
Hang-up details can be
among the following:
AGENT_HANGUP_UI,
SYSTEM_HANGUP,CUSTOM
ER_HANGUP_UI
,CUSTOMER_HANGUP_PHO
NE
,AGENT_HANGUP_PHONE
,SYSTEM_MEDIA
,AGENT_CANCELLED_PREVIE
W
This field will show the
time when the call was
disconnected.
Formula NA NA NA NA NA
Header Number 16 17 18 19 20
Headers Name Call originate time Setup time Ringing time Talk time Wrap time
DefinitionsThis field will show the
timing when the call was
received by the system.
This field will show the
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.
This is the time taken by
the agent to dispose the
call after completing the
call.
Formula NA NA NA NA NA
CRM DETAILS
Confidential 72 AMEYO-v1.6.0-20150518000002
Header Number 21 22 23 24 25
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.
Formula NA NA NA NA NA
Header Number 26 27 28 29 30
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
which is assigned to each
call.
This is system generated
unique ID
This is a system
generated user unique ID
which is assigned to each
user.
Formula NA NA NA NA NA
Header Number 31 32 33 34 35
Header Number Phone1 Phone2 Phone3 Queue ID Queue Name
DefinitionsThis is phone number
added by the supervisor
in the campaign.
This is phone number
added by the supervisor
in the campaign.
This is phone number
added by the supervisor
in the campaign.
This is the unique ID
assigned to each queue.
The name of the queue
where the call was
answered.
Formula NA NA NA NA NA
CRM DETAILS
Confidential 73 AMEYO-v1.6.0-20150518000002
Header Number 36 37 38 39 40
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
Formula NA NA NA NA NA
Header Number 41 42 43 44 45
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.
Formula NA NA NA NA NA
Header Number 46 47 48 49 50
Header Number mname lname Designation Email ID Martial Status
DefinitionsThis will show the middle
name of the customer on
the call.
This will show the last
name of the customer on
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.
Formula NA NA NA NA NA
CRM DETAILS
Confidential 74 AMEYO-v1.6.0-20150518000002
Header Number 51 52 53 54 55
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
Formula NA NA NA NA NA
Header Number 56 57 58 59 60
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
This is the name of the
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
shown in This field.
Formula NA NA NA NA NA
Header Number 61 62 63 64 65
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
shown in This field.
Formula NA NA NA NA NA
CRM DETAILS
Confidential 75 AMEYO-v1.6.0-20150518000002
Header Number 66 67 68 69 70
Header Number Mobile No Fax No Occupation Dob County
DefinitionsThis will show Mobile
number of caller as
shown in This field.
This will show Fax No
number of caller as
shown in This field.
This will show
Occupation number of
caller as shown in This
field.
This will show DOB of caller
as shown in This field.
This will show county of
caller as shown in This
field.
Formula NA NA NA NA NA
Header Number 71 72 73 74 75
Header Number Company name Bt Number Lead Id Home Phone Office Phone
DefinitionsThis will show customer
company Name as filled
by Agent or as uploaded.
This will show Bt number
as filled by Agent or as
uploaded.
In an outbound call when
the lead is uploaded and
call is connected from a
particular lead, then This
will show the Lead ID.
Customer Home Number as
filled by Agent or as
uploaded.
Customer Office Number
as filled by Agent or as
uploaded.
Formula NA NA NA NA NA
Header Number 76
Header Number Disposition Attr
DefinitionsDisposition Attr as filled
by Agent or as uploaded.
Formula NA
CRM DETAILS
Confidential 76 AMEYO-v1.6.0-20150518000002
CRM LEAD DETAILS
Confidential 77 AMEYO-v1.6.0-20150518000002
Category Sub- CategoryCategory CRM
Campaign Both
Type Details
Output options Duration
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
Valid for inbound / outbound campaigns
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
Leads selection Lead as created in Ameyo
System Dispositions selection System Dispositions as created in Ameyo
To be displayed after selecting the campaign
Campaign selection Campaigns as created in Ameyo
Confidential 78 AMEYO-v1.6.0-20150518000002
Header Number 1 2 3 4 5
Headers Name Ch_date Ch_Time Campaign name Ch_phone Ch customer ID
DefinitionsThis field will show the
exact date on which the
call was made
This field will show the
time when the call was
made
This shows the campaign
being used by the agent
to do or to receive a call.
This field will show the
phone number of the
customer
System generated ID valid
for the Inbound customer
if Customer is not
added/uploaded in the
system
Formula NA NA NA NA NA
Header Number 6 7 8 9 10
Headers Name Call Type Outbound Inbound System disposition Ch date added Call result
Definitions
This will show the type of
call being made, ex:- auto
dialer, inbound,
outbound
This will show the type of
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
Formula NA NA NA NA NA
CRM LEAD DETAILS
HEADERS DEFINITION
Confidential 79 AMEYO-v1.6.0-20150518000002
Header Number 11 12 13 14 15
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.
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
This field will show the
time when the call was
disconnected.
This field will show the
timing when the call was
received by the system.
This field will show the
time taken between
initialization and
response
Formula NA NA NA NA NA
Header Number 16 17 18 19 20
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.
Formula NA NA NA NA NA
CRM LEAD DETAILS
Confidential 80 AMEYO-v1.6.0-20150518000002
Header Number 21 22 23 24 25
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
which is assigned to each
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
which is assigned to each
call.
Formula NA NA NA NA NA
Header Number 26 27 28 29 30
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.
This is phone number
added by the supervisor
in the campaign.
This is phone number added
by the supervisor in the
campaign.
This is phone number
added by the supervisor
in the campaign.
Formula NA NA NA NA NA
Header Number 31 32 33 34 35
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
as filled by Agent or as
uploaded.
Formula NA NA NA NA NA
CRM LEAD DETAILS
Confidential 81 AMEYO-v1.6.0-20150518000002
Header Number 36 37 38 39 40
Headers Name fname mname lname Designation Email ID
DefinitionsThis will show the first
name of the customer on
the call.
This will show the middle
name of the customer on
the call.
This will show the last
name of the customer on
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.
Formula NA NA NA NA NA
Header Number 41 42 43 44 45
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
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
Formula NA NA NA NA NA
Header Number 46 47 48 49 50
Headers Name City State Zip Country Bank Name
DefinitionsThis is the name of the
city resided by the
customer
This is the name of the
state resided by the
customer
This will show the zip
code of the area/city of
the customer
This is the name of the
country resided by the
customer
This will show Bank Name
of caller as shown in This
field.
Formula NA NA NA NA NA
CRM LEAD DETAILS
Confidential 82 AMEYO-v1.6.0-20150518000002
Header Number 51 52 53 54 55
Headers Name Acc No Bank Acc Name Sort Code ssno Comments
DefinitionsThis will show Account
number of caller as
shown in This field.
This 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 ssno as as
filled by Agent or as
uploaded.
This will show comments
as entered by Agent.
Formula NA NA NA NA NA
Header Number 56 57 58 59 60
Headers Name Alt No Mobile No Fax No Occupation Dob
DefinitionsThis will show Alternate
number of caller as
shown in This field.
This will show Mobile
number of caller as filled
by Agent or uploaded
This will show Fax No
number of caller as
shown in This field.
This will show Occupation
number of caller as shown
in This field.
This will show DOB of
caller as shown in This
field.
Formula NA NA NA NA NA
CRM LEAD DETAILS
Confidential 83 AMEYO-v1.6.0-20150518000002
Header Number 61 62 63 64 65
Headers Name County Company Name Bt Number Lead Id Home Phone
DefinitionsThis will show county of
caller as shown in This
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.
In an outbound call when
the lead is uploaded and call
is connected from a
particular lead, then This
will show the Lead ID.
This will show caller
home phone as filled by
Agent or as uploaded.
Formula NA NA NA NA NA
Header Number 66 67 68 69
Headers Name Office Phone Disposition User ID Disposition Attr
DefinitionsThis will show caller
office Phone as filled by
Agent or as uploaded.
This will show user
disposition
This will show the User ID
of agent who Attended
the call.
Disposition Attr as filled by
Agent or as uploaded.
Formula NA NA NA NA
CRM LEAD DETAILS
Confidential 84 AMEYO-v1.6.0-20150518000002
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
Confidential 85 AMEYO-v1.6.0-20150518000002
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