--- title: CRM Details Report slug: contact-center/crm-details-report docTags: createdAt: 2025-10-22T06:21:26.785Z --- ### 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.