CRM Details Report

12 min

Overview

The CRM Details Report provides a comprehensive record of all customer interactions and their outcomes across campaigns.

Each entry represents a single call event, showing who contacted the customer, the call type, its outcome (disposition), and associated customer and lead details.

This report helps contact centers track customer state changes, interaction histories, and agent performance, offering complete visibility into every engagement recorded in the CRM system.

Purpose

Use this report to:

Monitor all customer interactions and their results across campaigns.

Track agent activity, call attempts, and disposition outcomes.

Identify customer engagement trends and churn patterns.

Audit CRM data accuracy and maintain clean, traceable call histories.

Report Fields

Column Name	Data Type	Definition
Setup ID	String	(Only for Central ART Setup) Displays the Setup ID of the Ameyo Server used for calling.
Setup Name	String	(Only for Central ART Setup) Displays the unique name of the Ameyo Server handling the campaign.
#	Number	Sequential row number for each entry in the report.
Call ID	String	Unique identifier for each call. Every call in the system is assigned a distinct Call ID.
Campaign Name	String	Name of the campaign in which the call occurred.
Date	Date & Time	Timestamp indicating when the call was made.
Lead ID	String	Unique ID of the lead from which the call originated.
Customer ID	String	Unique ID of the customer who participated in the call.
Phone	Number	Customer’s phone number used for this specific call.

Call Type and Disposition

Column Name	Data Type	Definition
Call Type	String	Specifies the type of call. Possible values include: - inbound.call.dial: Inbound campaign call. - outbound.auto.dial: Auto-dialed outbound call. - outbound.callback.dial: Outbound callback call. - outbound.auto.preview.dial: Outbound preview dial call. - transferred.to.campaign.dial: Transferred call to another campaign. - outbound.manual.dial: Manually dialed outbound call. - click.to.call.dial: Click-to-call generated call.
System Disposition	String	System-defined disposition assigned to the call upon completion.
Disposition Code	String	Specific code chosen by the user to classify the call’s outcome.
Disposition Class	String	Category grouping for the selected disposition code (e.g., Sale, Follow-up, No Answer).
Disposition Attribute	String	Detailed attribute or additional tag associated with the call’s final disposition.
Verifier Name	String	Name of the user who verified or approved the customer record or disposition.

Call Performance and Metrics

Column Name	Data Type	Definition
Number of Attempts	Number	Total number of attempts made to connect this customer.
Talk Time	Duration	Duration of the conversation between the agent and the customer, excluding hold time.
Wrap Time	Duration	Time spent by the agent completing post-call actions or dispositioning the call.
Feedback	String	Feedback received from the customer regarding this call.
Is New Number	String	Indicates whether the customer’s phone number used in this call was newly added to the CRM (Yes/No).
Updated On	Date	Date and time when the record was last updated.

Agent and Association Information

Column Name	Data Type	Definition
User ID	String	Unique ID of the user (agent) who handled the call.
Username	String	Name of the agent associated with the call.
Association Type	String	Defines the association type of the call (e.g., Agent, Campaign, Queue).
crt_object_id	String	Call Runtime Object ID — unique identifier for the customer’s call leg. Created by Ameyo at call initiation.
usercrtobjectid	String	User Call Runtime Object ID — unique identifier for the user’s call leg in Ameyo.
session_id	String	Unique session token generated per agent login session to authorize activities.

Queue and Campaign Details

Column Name	Data Type	Definition
Queue ID	String	ID of the queue where the call was handled.
Queue Name	String	Name of the queue associated with this call.
Call Date	Date	Date when the call was made (may differ from upload or update time).
Campaign ID	String	Unique campaign identifier under which the call was processed.

Customer Contact Details (Dynamic Fields of Ameyo's CRM)

Column Name	Data Type	Definition
Phone 1 / 2 / 3	Number	Primary, secondary, and tertiary phone numbers associated with the customer.
Phone Original	Number	Original phone number used to initiate the call.
Alternate Number (altno)	Number	Alternate contact number provided by the customer.
Mobile Number (mobileno)	Number	Mobile or cell number of the customer.
Fax Number (faxno)	Number	Fax number of the customer, if applicable.
Home Phone	Number	Home phone number of the customer.
Office Phone	Number	Office phone number of the customer.
Email ID	String	Customer’s registered email address.

Customer Personal Information(Dynamic Fields of Ameyo's CRM)

Column Name	Data Type	Definition
Title	String	Customer’s title (Mr., Ms., Dr., etc.).
First Name (fname)	String	Customer’s first name.
Middle Name (mname)	String	Customer’s middle name, if available.
Last Name (lname)	String	Customer’s last name.
Designation	String	Customer’s professional designation or job title.
Occupation	String	Occupation or business type of the customer.
Date of Birth (dob)	Date	Customer’s date of birth.
Marital Status	String	Customer’s marital status.
Gender (sex)	String	Customer’s gender.

Address and Location Details(Dynamic Fields of Ameyo's CRM)

Column Name	Data Type	Definition
House No.	String	Customer’s house or apartment number.
Street No.	String	Street or building number in the customer’s address.
Landmark	String	Notable landmark or nearby location.
City	String	City where the customer resides.
State	String	State or province of residence.
Zip	String	Postal or ZIP code of the address.
Country	String	Country of residence.
County	String	County or district name, if applicable.

Banking and Identification Details(Dynamic Fields of Ameyo's CRM)

Column Name	Data Type	Definition
Bank Name	String	Name of the customer’s bank.
Account Number (accno)	String	Bank account number of the customer.
Account Holder Name (bankaccname)	String	Name of the person holding the bank account.
Sort Code	String	Bank sort code (may be blank in regions where not applicable).
Social Security Number (ssno)	String	Customer’s social security number (if applicable).

Company and Miscellaneous Information(Dynamic Fields of Ameyo's CRM)

Column Name	Data Type	Definition
Company Name	String	Name of the company where the customer works.
Business Telephone (btnumber)	Number	Business or corporate contact number.
Comments	String	Comments or notes made by the customer during the call.
Feedback	String	Any feedback provided by the customer post-call.

Usage & Insights

Supervisors: Track all customer touchpoints and verify lead handling.

Sales Managers: Measure agent productivity and follow-up success.

QA Teams: Review call outcomes and customer data consistency.

Administrators: Audit system usage, session integrity, and campaign performance.

Best Practices

Regularly verify and clean CRM data to avoid duplicate or outdated entries.

Use System Disposition and Disposition Class for performance analytics and quality reviews.

Ensure compliance with data protection regulations when storing personal or banking details.

Use this report in conjunction with CRM Lead Details Report for a holistic customer engagement view.

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