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