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 example report \# call time campaign id campaign name queue id queue name call id phone system disposition ivr time total acd wait time acd wait time in queue display phone unique identifier other filter groups applied filter group table filters 1 2025 10 21 09 10 34 cmp2001 techsupport inbound q001 techqueue 1 call 4001 +91 9810054321 customer hangup phone 00 00 30 00 01 25 00 01 25 9810xxxx21 uid 4001 default group techsupport queue=tech 2 2025 10 21 09 15 48 cmp2002 billing enquiries q005 billing main q call 4002 +91 9820012345 customer hangup ui 00 00 40 00 02 10 00 02 15 9820xxxx45 uid 4002 billing default group sla>60s 3 2025 10 21 09 22 09 cmp2003 customer care q010 custcare q1 call 4003 +91 9890034567 system hangup 00 00 50 00 01 55 00 02 00 9890xxxx67 uid 4003 customercare custcare queue=custcare q1 4 2025 10 21 09 34 56 cmp2001 techsupport inbound q001 techqueue 2 call 4004 +91 9870067890 customer hangup phone 00 00 20 00 00 55 00 00 55 9870xxxx90 uid 4004 default group techsupport ivrpath=short 5 2025 10 21 09 40 17 cmp2004 loan support q015 loanqueue main call 4005 +91 9810045678 user cancelled preview 00 00 45 00 01 40 00 01 45 9810xxxx78 uid 4005 banking loan process queue=loan 6 2025 10 21 09 52 02 cmp2005 insurance claims q013 claims hotline call 4006 +91 9870098765 customer hangup ui 00 00 55 00 02 20 00 02 25 9870xxxx65 uid 4006 claims default group status=missed 7 2025 10 21 10 05 28 cmp2006 payments & refunds q017 paymentqueue call 4007 +91 9890011223 customer hangup phone 00 00 25 00 01 15 00 01 20 9890xxxx23 uid 4007 finance paymentops sla=breached 8 2025 10 21 10 12 49 cmp2007 travel assistance q019 travel q call 4008 +91 9810099988 customer hangup phone 00 00 35 00 01 05 00 01 10 9810xxxx88 uid 4008 travel default group queue=travel 9 2025 10 21 10 25 15 cmp2002 billing enquiries q005 billing main q call 4009 +91 9820022233 system media 00 00 45 00 01 30 00 01 35 9820xxxx33 uid 4009 billing default group ivr=billingmenu 10 2025 10 21 10 37 20 cmp2008 retention desk q020 retention q call 4010 +91 9810088776 customer hangup ui 00 00 50 00 02 40 00 02 40 9810xxxx76 uid 4010 retention default group queue=retention interpretation record #1 (techsupport inbound) — customer disconnected after 1m 25s of queue wait; short ivr duration (30s) indicates quick abandonment after hold record #2 (billing enquiries) — call abandoned after 2m+ total wait; suggests queue congestion in billing main q record #6 (insurance claims) — longest total acd wait (2m 25s), likely due to high call load in claims hotline queue record #10 (retention desk) — extended wait (2m 40s) — potential sla breach if configured under 2 minutes