--- title: Conference Report slug: contact-center/conference-report docTags: createdAt: 2025-10-21T13:42:14.608Z --- ### 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.