ACD Abandon Call Detail Report

overview the acd abandon call detail report provides a detailed view of all inbound or transferred calls that were abandoned at the acd (queue) level this report helps contact center managers analyze queue wait times and identify service quality gaps by showing how long customers waited before disconnecting purpose use this report to track all abandoned calls within acd queues measure the average customer waiting time before disconnection evaluate queue efficiency and agent availability impact report details column name data type description # number sequential row number for each record in the report call time date & time date and time when the call was missed or abandoned campaign id string id of the campaign in which the call was received campaign name string name of the campaign in which the call was abandoned queue id string id of the queue where the call was abandoned queue name string name of the queue where the call was abandoned call id string unique identifier of the abandoned call phone string phone number from which the customer placed the call system disposition string system generated disposition status for the call ivr time duration total time spent by the caller in the ivr before entering the queue total acd wait time duration time spent by the caller in the final queue before abandoning the call if transferred across multiple queues, only the wait time of the last queue is shown acd wait time in queue duration cumulative wait time across all queues the call passed through before being abandoned display phone string format of the customer’s phone number displayed to the agent unique identifier string used when number masking is enabled to hide customer phone numbers at the agent end other filter groups string displays names of any other filter groups associated with the call applied filter group string the filter group applied or used during the call table filters string the table filter applied during the call session additional notes if a call is re acd (re queued) in the same queue, the additional queue time is included in the following metrics acd wait time in queue total acd wait time average acd wait time in queue total abandoned after target average wait time usage example supervisors can use this report to identify queues with high abandon rates assess performance against service level targets (e g , abandonment after threshold time) optimize queue configuration or staffing to reduce waiting times