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.