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