CRM Lead Details Report

10 min

Overview

The CRM Lead Details Report provides a detailed record of every customer and lead stored in the Ameyo's CRM system.

It gives contact center leaders and supervisors a complete view of customer data, including personal information, contact history, last interaction details, agent association, and disposition outcomes.

This report is essential for tracking customer engagement, lead status, and call handling history across campaigns — helping to improve sales effectiveness, customer retention, and data accuracy.

Purpose

Use this report to:

Analyze customer-level interactions and outcomes across campaigns.

Track lead uploads, attempt counts, and call histories.

Identify customers with scheduled callbacks or DNC status.

Maintain up-to-date records of customer demographics and communication details.

Support compliance audits and CRM data quality monitoring.

Report Fields

Column Name	Data Type	Definition
#	Number	Sequential row number for each record.
Customer ID	String	Unique identifier of the customer associated with the call.
Lead ID	String	Unique identifier of the lead through which the call was made.
Lead Name	String	The name of the lead linked to the call.
Campaign ID	String	The ID of the campaign in which the call was connected.
Upload Date	Date	Date on which the lead was uploaded into the CRM.
Time Zone	String	Time zone specified for the lead.

Contact Information

Field	Data Type	Definition
Phone 1 / 2 / 3	Number	Primary, secondary, and tertiary phone numbers associated with the customer.
Email ID	String	Customer’s registered email address.
Alternate Number	Number	Additional contact number for the customer.
Mobile Number	Number	Customer’s mobile or cell number.
Fax Number	String	Fax number, if provided.
Home Phone	Number	Customer’s home contact number.
Office Phone	Number	Customer’s office or business contact number.

Call History and Disposition

Field	Data Type	Definition
Status	String	Current status of the call or lead.
Attempts	Number	Number of call attempts made for this lead.
Last Churn Date	Date	The date when this number was last marked as churned.
Churn Count	Number	Number of churn events recorded for this customer.
Is DNC	String	Indicates whether the number is listed as “Do Not Call” (Yes/No).
Is Excluded Disposed	String	Displays “Yes” if the call was disposed as “Excluded,” else “No.”
Excluded Disposition Date	Date	The date when the lead was disposed as “Excluded.”
Is Callback Scheduled	String	Displays “Yes” if a callback is scheduled for this number.
Last Call ID	String	The unique identifier of the last call made to this customer.
Last Call Time	Time	Timestamp of the last call made.
Last Phone	Number	The last phone number used to connect with the customer.
Last Call System Disposition	String	System disposition assigned to the last call.
Association Type	String	Type of association made on the call (e.g., Agent, Queue, or Campaign).
User ID	String	The unique ID of the user who handled the last call.
Username	String	The name of the user who handled the last call.
Disposition Class	String	The class of the disposition code used to close the last call.
Disposition Code	String	The specific disposition code under which the last call was closed.
User Talk Time	Duration	Total duration of the user’s conversation with the customer (excluding hold time).
Wrap Time	Duration	Time taken by the user to complete post-call actions and disposition the call.

System Identifiers and Session Details

Field	Data Type	Definition
crt_object_id	String	Call Runtime Object ID — a unique identifier assigned to each call leg created in Ameyo.
session_id	String	Unique session token assigned for each agent login session. Used to authenticate transactions.
queue_id	String	ID of the queue in which the call was received.
queue_name	String	Name of the queue in which the call was received.
updatedon	Date	Date when this CRM record was last updated.
feedback	String	Feedback or remarks received from the customer for this call.
isnewnumber	String	Indicates if the phone number used in this call is newly added to the CRM (Yes/No).

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

Field	Data Type	Definition
Title	String	Customer’s title (e.g., Mr., Ms., Dr.).
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 job title or professional designation.
Date of Birth (dob)	String	Customer’s date of birth.
Marital Status	String	Customer’s marital status.
Gender (sex)	String	Gender of the customer.

Address Details(Dynamic Fields of Ameyo's CRM)

Field	Data Type	Definition
House No.	String	Customer’s house or apartment number.
Street No.	String	Street number in the customer’s address.
Landmark	String	Nearby landmark or location identifier.
City	String	City in the customer’s address.
State	String	State or province in the customer’s address.
Zip Code	String	Postal or ZIP code of the customer’s location.
Country	String	Country of the customer’s residence.
County	String	County or district name, if applicable.

Banking and Financial Information(Dynamic Fields of Ameyo's CRM) (If captured)

Field	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 associated with the bank account.
Sort Code	String	Bank sort code (may be blank in regions where not applicable).
Social Security Number (ssno)	String	Customer’s SSN, if collected.

Additional Details(Dynamic Fields of Ameyo's CRM)

Field	Data Type	Definition
Company Name	String	Name of the customer’s company or organization.
Occupation	String	Customer’s occupation or professional category.
BTN Number	String	Business Telephone Number, if available.
Comments	String	Notes or remarks associated with this lead or customer.

Use Cases

Supervisors: Review customer data and recent interaction outcomes.

Sales Teams: Track last contact attempts and schedule follow-ups.

Operations Managers: Audit call history, DNC compliance, and callback records.

Quality Analysts: Analyze lead churn and resolution trends.

CRM Admins: Ensure data integrity and synchronization across systems.

Best Practices

Update lead and customer records regularly to maintain CRM accuracy.

Monitor Is DNC and Is Callback Scheduled fields for compliance and proactive follow-ups.

Use Churn Count and Last Call Disposition to identify re-engagement opportunities.

Validate financial and personal data fields under data protection guidelines (GDPR, PDPA, etc.).

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