Group Manager Reports

2 min

overview the group manager reports section in the ameyo archiving and reporting tool (art) provides detailed analytics and performance summaries for agent groups operating within contact center campaigns these reports help supervisors, group managers, and administrators monitor overall team performance, call activity, and agent productivity — offering complete transparency across both inbound and outbound call operations by leveraging these reports, group leaders can evaluate how efficiently their agents are handling calls, track sla compliance, and identify performance trends over specific time intervals available reports report name definition applicable for group manager productivity interval summary report provides a user wise summary of call activity for selected agent groups over a specified time interval this report gives visibility into connected and abandoned call details , sla adherence, and overall call handling efficiency it summarizes every key activity performed within the selected group and time period, enabling leaders to measure call distribution and service quality inbound calls outbound calls (applicable for voice channel only) group manager productivity summary report presents a detailed user wise summary of call and session information for a group it provides 360° visibility into agent productivity — including total active time, idle time, and calling duration this report helps managers assess team utilization, track engagement levels, and optimize workforce scheduling within a group inbound calls outbound calls (applicable for voice channel only) group manager session details report offers a detailed view of agent session activities within a group, including login/logout times, auto call on/off intervals, and break durations it allows managers to analyze individual session patterns and ensure agent availability and performance consistency inbound calls outbound calls (applicable for voice channel only) key benefits gain comprehensive insight into group wise call handling performance evaluate sla adherence , connected vs abandoned call ratios , and agent efficiency monitor session level metrics such as staffed, ready, and break durations identify top performing agents and groups through time based summaries support resource planning and performance optimization with real time data