Group Manager Session Details
Overview
The Group Manager Session Details Report provides a comprehensive, agent-wise breakdown of session activity for all agents within a specific group.
It captures detailed information such as login and logout times, ready and break durations, auto-call on/off intervals, and other key activity metrics that reflect agent availability and productivity within a group.
This report helps group managers and supervisors monitor agent session behavior, track adherence to schedules, and ensure optimal utilization of staff during a given time period.
Important Note
If an agent is added to a group during a portion of the selected reporting interval, their session data will be available only from the time they were added to that group onward.
Any data from the period before they were added will not appear in this report.
Example:
If a report is generated for Group 1 for a 9-hour duration (10:00–19:00), but Agent 1 was added at 14:00, the report will display data for Agent 1 only between 14:00 and 19:00, even if the agent had been active in another group since 10:00.
Report Columns
Column Name | Data Type | Definition |
|---|---|---|
User ID | String | Unique ID of the agent associated with the session. |
User Name | String | Name of the agent associated with the session. |
Session ID | String | Unique identifier of the user’s session in Ameyo. Each login initiates a new session ID. |
Login Time | Time | Timestamp showing when the agent successfully logged into the Ameyo system. (Note: This may differ slightly from when the user clicked “Login,” as system authentication time may vary.) |
Logout Time | Time | Timestamp showing when the user logged out from the Ameyo system. (Note: This may differ slightly from when the “Logout” action was initiated due to system processing time.) |
Total Login Duration | Duration | Total duration the user remained logged into the system during the session. Calculated as the difference between Logout Time and Login Time. |
Group Name | String | Name of the group in which the agent was assigned. |
Campaign ID | String | Unique ID of the campaign to which the agent was staffed. |
Campaign Name | String | Name of the campaign to which the agent was staffed. |
Ready State Information
Column Name | Data Type | Definition |
|---|---|---|
Ready History ID | String | Unique identifier generated each time an agent marks themselves as “Available” after a break. |
Ready Start Time | Time | Timestamp when the user either logged into a campaign or marked themselves as “Available” after a break. |
Ready End Time | Time | Timestamp when the user changed status to “Break,” “Logged Out,” or switched campaigns. |
Ready Duration | Duration | Total duration the user remained in “Ready” status during the reporting interval. Calculated as the difference between Ready End Time and Ready Start Time. (Note: If the agent is logged into multiple campaigns, total Ready Duration may differ for each campaign. The sum of Ready Duration across all campaigns can exceed the total Login Duration.) |
Break State Information
Column Name | Data Type | Definition |
|---|---|---|
Break End Time | Time | Timestamp showing when the agent ended their break — by logging out, selecting “Available,” or deselecting a campaign. |
Break Reason | String | The reason selected by the user when initiating a break (e.g., Lunch, Meeting, Technical Issue). |
Break Duration | Duration | Total time the user spent on break during the selected interval. It is the cumulative sum of all break durations across sessions within the specified timeframe. |
Auto-Call On/Off Information
Column Name | Data Type | Definition |
|---|---|---|
Auto Call On/Off History ID | String | Unique ID representing a complete “Auto-Call On” to “Auto-Call Off” activity cycle for a user. |
Auto-Call On Start Time | Time | Timestamp when the user activated the “Auto-Call On” status. |
Auto-Call On End Time | Time | Timestamp when the user deactivated “Auto-Call On” — by selecting a break, going “Auto-Call Off,” or when the supervisor changed the status via console. |
Auto-Call Off End Time | Time | Timestamp when the user changed from “Auto-Call Off” to “Auto-Call On” or “Available” status. |
Auto-Call On Duration | Duration | Total time the user remained in “Auto-Call On” status. Calculated as the difference between Auto-Call On End Time and Auto-Call On Start Time. (If multiple campaigns are selected, this duration may vary per campaign.) |
Auto-Call Off Duration | Duration | Total time the user remained in “Auto-Call Off” status. Calculated as the difference between Auto-Call Off End Time and Auto-Call Off Start Time. (If multiple campaigns are selected, this duration may vary per campaign.) |
Key Insights
- Provides complete traceability of agent activity during each session.
- Enables accurate analysis of agent availability, break trends, and call readiness.
- Helps managers identify under-utilization or overstaffing by analyzing session patterns.
- Supports compliance tracking by ensuring adherence to login and break policies.