Conference Report
Overview
The Conference Report provides a detailed summary of all conference calls initiated by agents within a campaign or process.
It helps supervisors track multi-party call activities, monitor agent collaboration, and review the duration and type of conference sessions initiated during live interactions with customers.
Each entry in the report represents a conference session linked to an original (associated) call and provides comprehensive information about who initiated the conference, the conference participants, and how long the session lasted.
Purpose
Use this report to:
- Track conference call activity by agents across campaigns.
- Analyze call handling patterns involving third-party joins or transfers.
- Monitor conference durations, helping assess agent collaboration or escalation efficiency.
- Audit conference types (to user, IVR, or external numbers) for compliance and training analysis.
Report Fields
Column Name | Data Type | Definition |
|---|---|---|
Setup ID | String | (Central ART Setup only) — Unique identifier of the Ameyo Server handling the conference call. |
Setup Name | String | (Central ART Setup only) — Name of the Ameyo Server used for the conference call. |
Process Name | String | Name of the process under which the call was answered. |
Campaign Name | String | Name of the campaign in which the call originated or was handled. |
User Name | String | Name of the agent who initiated the conference call. |
User ID | String | Unique ID of the agent who initiated the conference call. |
Associated Call ID | String | The unique ID of the original call from which the conference was initiated. |
Associated Call Type | String | Type of the original call — for example: manual.dial, inbound.call.dial, or outbound.auto.dial. |
Associated Call Disposition | String | Disposition or outcome with which the original call was completed before the conference. |
Phone | Number | Customer’s phone number from which the original call was received or to which it was made. |
Display Phone | Number | The phone number format displayed to the agent (useful for number masking scenarios). |
Unique Identifier | String | System-generated unique identifier for the call. Used for correlation in cases where number masking is enabled. |
Call Time | Date & Time | Timestamp when the original call was received or initiated on the agent’s console. |
Conference Call ID | String | Unique identifier assigned to the conference call itself. |
Conference Type | String | Type of conference established — examples include: - confer-to-user: Conference with another agent. - confer-to-IVR: Conference connected to an IVR flow. - confer-to-external: Conference with an external number or supervisor. |
Conference Party | String | The extension number, user ID, or external number to which the agent initiated the conference call. |
Conference Join Time | Date & Time | The timestamp when the conference session was initiated or joined by all parties. |
Conference End Time | Date & Time | The timestamp when the conference session ended. |
Conference Talk Time | Duration | Total duration the user spent in the conference call. This includes active conversation time between all connected parties. |
How to Interpret the Report
Each record corresponds to one conference session initiated by an agent.
Supervisors can analyze:
- Who initiated the conference (User Name, User ID)
- When the conference started and ended (Join and End Time)
- With whom the conference was held (Conference Party)
- How long the conference lasted (Conference Talk Time)
- What type of conference it was (IVR, user, or external)
This helps in evaluating agent collaboration behavior, identifying escalation patterns, and improving call handling efficiency across the contact center.
Example Scenario
Scenario:
Agent Rahul receives a customer call (Call ID: 101245) and needs help from a senior agent.
He initiates a confer-to-user session with Priya for technical assistance.
Field | Example Value |
|---|---|
Process Name | Customer Support |
Campaign Name | XPrime Inbound |
User Name | Rahul |
Associated Call ID | 101245 |
Associated Call Type | inbound.call.dial |
Conference Type | confer-to-user |
Conference Party | Priya (Extension 2345) |
Conference Join Time | 10:15:23 AM |
Conference End Time | 10:22:47 AM |
Conference Talk Time | 7 minutes 24 seconds |
Interpretation:
The conference lasted 7 minutes 24 seconds, during which both agents and the customer participated. This can later be reviewed for escalation frequency or support efficiency.
Key Insights from the Report
Metric | Insight |
|---|---|
Conference Type | Identifies whether calls were internal (agent-to-agent), IVR-based, or external (supervisor/third-party). |
Conference Talk Time | Measures duration of collaborative handling — long durations may indicate complex issue resolution. |
Associated Call ID | Links conference data to the original customer interaction for complete audit trails. |
Conference Party | Helps supervisors identify frequently conferred users or departments. |
Best Practices
- Regularly review conference reports to monitor escalation frequency and cross-team dependency.
- Evaluate Conference Talk Time for training and coaching opportunities.
- Use Conference Type insights to assess system configuration — e.g., overuse of confer-to-IVR may indicate self-service gaps.
- Correlate Associated Call ID with Call History Report for full interaction traceability.
- Ensure all conference sessions are logged and closed properly to maintain clean reporting data.