--- title: ACD Abandon Call Summary Report slug: contact-center/acd-abandon-call-summary-report docTags: createdAt: 2025-10-21T06:21:34.945Z --- ### 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.