--- title: ACD Abandon Call Detail Report slug: contact-center/acd-abandon-call-detail-report docTags: createdAt: 2025-10-21T06:09:39.159Z --- ### 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.