ACD Abandon Call Summary Report
Overview
The ACD Abandon Call Summary Report provides a campaign-level summary of all inbound or transferred calls that were abandoned in ACD queues.
It highlights where and how often customers disconnect before being attended, helping supervisors identify queues or campaigns with high abandon rates and assess service quality across the contact center.
Purpose
Use this report to:
- Track abandoned call volumes across campaigns and queues.
- Identify queues with the highest abandonment frequency.
- Analyze average customer wait time and IVR duration for abandoned calls.
- Evaluate contact center efficiency and service-level adherence.
Report Details
Column Name | Data Type | Description |
|---|---|---|
Campaign Name | String | Name of the campaign in which the call was abandoned. |
Queue Name | String | Name of the last queue where the call was abandoned. |
Abandon at ACD | Number | Total number of calls abandoned at the ACD (queue) level for that campaign. |
Avg. IVR Time | Duration | Average time spent by callers in IVR before entering a queue and abandoning the call. If a call is transferred to IVR multiple times, only the time spent before the last queue entry is included. |
Avg. ACD Wait Time in Queue | Duration | Average duration that calls waited in the last queue before being abandoned. Calculated as: Total wait time of all abandoned calls in the queue ÷ Total number of abandoned calls in that queue. |
Avg. Queue Wait Time | Duration | Average queue wait time for calls that were transferred between multiple queues without being answered. Only the wait time of the final queue where the call was abandoned is counted. |
Avg. Wait Time | Duration | Average wait time of all abandoned calls in the campaign. Calculated as: Total wait time of all abandoned calls in the campaign ÷ Total number of abandoned calls in the campaign. |
Additional Notes
- This report shows aggregated statistics at the campaign level rather than individual call details.
- Supervisors can compare average queue and campaign wait times to determine which queues need staffing or routing optimization.
- If calls are transferred between multiple queues, only the wait time of the final abandoned queue contributes to averages.
- Visual charts (if enabled) such as Average Queue Wait Time of Abandoned Calls and Average Wait Time of Abandoned Calls per Campaign provide trend insights.
Use Case Examples
- Performance Monitoring: Identify campaigns where abandonment rates exceed SLA thresholds.
- Queue Optimization: Determine if longer queues correlate with higher abandonment.
- Service Quality Tracking: Compare abandonment behavior between IVR-heavy and direct-to-agent campaigns.
Example Report

Campaign Name | Queue Name | Abandon at ACD | Avg. IVR Time | Avg. ACD Wait Time in Queue | Avg. Queue Wait Time | Avg. Wait Time |
|---|---|---|---|---|---|---|
TechAssist Inbound | Support_Queue_1 | 45 | 00:00:35 | 00:01:25 | 00:01:30 | 00:02:00 |
Billing Enquiries | Billing_Main_Q | 28 | 00:00:40 | 00:01:40 | 00:01:55 | 00:02:20 |
Customer Care | CustCare_Queue_A | 67 | 00:00:50 | 00:02:15 | 00:02:30 | 00:03:00 |
Loan Verification | Loan_Queue_2 | 32 | 00:00:30 | 00:01:10 | 00:01:25 | 00:01:45 |
TechSupport Premium | Premium_Support | 18 | 00:00:20 | 00:00:55 | 00:01:05 | 00:01:25 |
Retention Desk | Retention_Q | 54 | 00:00:45 | 00:01:35 | 00:01:45 | 00:02:10 |
Insurance Claims | Claims_Hotline | 41 | 00:00:55 | 00:02:05 | 00:02:10 | 00:02:40 |
Travel Assistance | Travel_Help_Q | 23 | 00:00:30 | 00:01:15 | 00:01:20 | 00:01:50 |
Payments & Refunds | Payment_Queue | 39 | 00:00:25 | 00:01:00 | 00:01:10 | 00:01:35 |
Healthcare InfoLine | Health_Main_Q | 58 | 00:00:50 | 00:02:00 | 00:02:20 | 00:02:55 |
Interpretation
- Customer Care (CustCare_Queue_A) shows the highest number of abandoned calls (67), with an average wait time of 3 minutes, suggesting high queue congestion.
- TechSupport Premium has the shortest average wait time (1m 25s) — indicating effective staffing or low traffic.
- Billing Enquiries and Insurance Claims both show elevated Avg. ACD Wait Time, which may require queue rebalancing or additional agent allocation.