Setup ID

String

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

Setup Name

String

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

Process Name

String

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

Campaign Name

String

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

Campaign ID

String

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

Call Type

String

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

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

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

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

• outbound.auto.preview.dial: It specifies the call that has been dialed through Automatic Preview in an outbound campaign.

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

• outbound.manual.dial: It specifies the call that has been dialed manually in an outbound campaign.

• click.to.call.dial: It specifies the call that has been generated by click on the customer's phone number on its page.

Total Received Calls

Number

It is the sum of Total Connected Calls (sum of all Inbound Calls and Transfer to Campaign calls), Total Abandon the calls at ACD, and Total Abandon at Ringing Calls in the campaign.

Figure: Calculation of Total Received Calls

Total Connected Calls

Number

It is the total number of calls answered and disposed of by the users in the campaign.

Calls Connected Before Target

Number

It is the total number of calls that have been answered before the target time specified by the user while generating the report.

Calls Connected After Target

Number

It is the total number of calls that have been answered after the target time specified by the user while generating the report.

Total Not Connected Calls

Number

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

Calls Abandoned Before Target

Number

It is the total number of calls that have been abandoned before the target time specified by the user while generating the report.

Calls Abandoned After Target

Number

It is the total number of calls that have been abandoned after the target time specified by the user while generating the report.

Total Customer Talk Time

Duration

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

Avg. Customer Talk Time

Duration

It is the average of the customer talk time of all calls in the campaign. It is equal to the total customer talk time divided by the number of all connected calls.

Figure: Average Customer Talk Time for a User

Max. Customer Talk Time

Duration

It is the maximum customer talk time spent by a customer (in all calls having customer talk time more than zero) in a campaign. It is the maximum time

Calls With Talk Time less than Target

Number

It is the count of calls whose talk time is less than the user-specified value.

Total Hold Count

Number

It is the count of all customer calls with the hold in the campaign.

If a call has been put on hold multiple times, then it will be calculated once only.

Total Hold Duration

Duration

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

Avg. Hold Duration

Duration

It is the average of hold time made on all customer calls by the users in the campaign.

Max. Hold Duration

Duration

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

Calls With Hold Duration Less Than Target

Number

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

ACW Duration

Duration

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

Avg. ACW Duration

Duration

It is the average of wrap time spent by all users on connected and disconnected calls in the campaign.

Max. ACW Duration

Duration

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

Calls with ACW Duration Less Than Target

Count

It is the count of calls (both connected and disconnected) in the campaign having wrap time less than the user-specified time.

Total Handling Time

Duration

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

Figure: Total Handling Time

Avg. Handling Time

Duration

It is equal to the sum of Customer Talk Time, Customer Hold Time, and Wrap Time of Connected Calls divided by the total connected calls. It includes only Customer Interactions, but Dial User (Internal Calls) are not included.

Figure: AHT Calculation

AHT does not include the Average Wrap Time of a user as the Average Wrap Time will also include the wrapping of not connected calls.

Max. Handling Time

Duration

It is the maximum of handling time spent by the users to handle their calls in the campaign.

Calls with Handling Time Less Than Target

Number

It is the count of calls of which handling time is less than the user-specified time while generating the report.

Total Wrapped Calls

Number

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