ACD Call Details

overview the acd call details report provides a comprehensive record of all inbound or transferred calls that reached the acd (automatic call distributor) or queue it offers queue level insights that help supervisors and administrators analyze call handling efficiency , agent performance , and queue behavior this report identifies which queue actually answered the call , even if the call was transferred multiple times before being disposed if a call times out in one queue and is answered in another, the system attributes the answered event to the final queue where the call was handled purpose use this report to analyze queue level call handling performance measure customer wait times across multiple queues identify queues that frequently transfer or re route calls understand how call handling impacts service levels report details column name data type description # number sequential row number of each record campaign name string name of the campaign to which the call belongs phone string customer’s phone number from which the call was received dnis string the did number the customer dialed to reach the contact center call type string type of call example inbound call dial — a call received through an inbound campaign call id string unique id of the call for transferred calls, a new call id is generated answered / hangup string indicates whether the call was answered or hung up at acd/ivr level call time date & time timestamp when the call reached the contact center queue id string id of the queue where the call was received queue name string name of the queue where the call landed for campaign calls, this may be blank wait time at acd duration time the caller waited in the current queue before the call was answered if transferred to multiple queues, only the wait time in the final queue is shown total wait time duration cumulative waiting time across all queues before the call was answered includes all re queues and transfers if the call was re queued in the same queue (re acd), that duration is also included hangup details string specifies who disconnected the call possible values user hangup ui, system hangup, customer hangup ui, customer hangup phone, user hangup phone, system media, user cancelled preview customer hold duration duration total time the customer was placed on hold by agents if multiple agents handled the call, it sums all hold durations actual channel string the actual communication channel used for the call (voice, sip, etc ) username string name of the first user who answered the call if multiple users handled it, only the first responder’s name is displayed user setup time duration time between when the system dials the agent’s extension and when it starts ringing not applicable for manual dial cases user ringing time duration ringing time for the first agent who answered the call user talk time duration duration of conversation by the first user, including hold time user hold duration duration duration the first user kept the customer on hold cumulative user talk time duration total talk time across all users who participated in handling the call, even across queues acw duration duration after call work (acw) — time spent by the first user completing post call tasks before dispositioning user disposition code string the disposition code selected by the first user while ending the call call notes string agent notes or remarks entered during or after the call display phone string format of the customer phone number as displayed to the agent unique identifier string used for number masking to protect customer identity from agents other filter groups string names of any additional filter groups associated with the call applied filter group string the filter group applied during the call table filters string the table filter used during the call session additional notes first answered queue logic if a call is answered after transfer , it is attributed to the final queue if unanswered in initial queues , the report still reflects only the final answered queue re acd handling re queued calls within the same queue are treated as a continuous session, and their wait times are aggregated hang up cause mapping useful for identifying whether disconnects were agent , system , or customer initiated use case examples supervisors can identify queues with higher hold or wait durations admins can track agent response patterns and post call behavior (acw) quality teams can correlate disposition codes with call outcomes to enhance routing logic example report \# campaign name phone dnis call type call id answered / hangup call time queue id queue name wait time at acd total wait time hangup details customer hold duration actual channel username user setup time user ringing time user talk time user hold duration cumulative user talk time acw duration user disposition code call notes display phone unique identifier other filter groups applied filter group table filters 1 techsupport inbound +91 9810023456 18001001234 inbound call dial call 3001 answered 2025 10 21 09 12 15 q001 techqueue 1 00 00 45 00 00 45 customer hangup phone 00 00 30 sip a mehta 00 03 00 05 04 15 00 25 04 15 00 45 issue resolved helped customer reset password 9810xxxx56 uid 3001 default group techsupport status=completed 2 loan inquiry +91 9870087654 18002004567 inbound call dial call 3002 answered 2025 10 21 09 22 08 q005 loansupport q 00 01 10 00 01 10 user hangup ui 00 00 55 webrtc r sharma 00 02 00 06 05 20 00 35 05 20 01 10 loan eligibility shared shared eligibility and emi details 9870xxxx54 uid 3002 banking loan process duration>5min 3 collections +91 9890012345 18602003456 inbound call dial call 3003 customer hangup 2025 10 21 09 35 48 q007 paymentqueue 00 02 10 00 02 15 customer hangup ui 00 00 40 sip s iyer 00 04 00 08 03 40 00 40 03 40 00 55 payment promised customer disconnected before confirming payment 9890xxxx45 uid 3003 collections default group queue=payment 4 sales outbound +91 9820045678 18003005678 outbound manual dial call 3004 answered 2025 10 21 10 05 22 – – – – user hangup phone 00 01 10 sip p singh 00 01 00 03 06 15 00 45 06 15 01 05 sale confirmed customer agreed to purchase plan 9820xxxx78 uid 3004 sales manualdial connected=true 5 retention +91 9810021122 18004002345 inbound call dial call 3005 answered 2025 10 21 10 15 39 q009 retention q 00 01 25 00 01 40 system hangup 00 00 20 webrtc m verma 00 03 00 04 03 30 00 30 03 30 00 50 customer retained offered discount; customer retained 9810xxxx22 uid 3005 retention default group sla=met 6 support escalation +91 9870045123 18001007890 transferred to campaign dial call 3006 answered 2025 10 21 10 42 55 q011 escalation q 00 02 00 00 02 30 user cancelled preview 00 01 05 sip d nair 00 05 00 07 07 00 00 55 07 10 01 20 escalated to l2 forwarded to l2 for resolution 9870xxxx23 uid 3006 support escalation flow transfer=true 7 billing enquiry +91 9810087650 18601006789 inbound call dial call 3007 customer hangup 2025 10 21 10 55 42 q010 billing main q 00 02 25 00 02 40 customer hangup phone 00 00 15 sip k gupta 00 04 00 06 02 10 00 15 02 10 00 35 bill query pending customer disconnected while on hold 9810xxxx50 uid 3007 billing default group queue=billing 8 techsupport inbound +91 9890023344 18001001234 inbound call dial call 3008 answered 2025 10 21 11 05 21 q001 techqueue 1 00 00 40 00 00 40 system media 00 00 30 sip a mehta 00 02 00 05 05 10 00 40 05 10 01 00 issue resolved guided customer on software installation 9890xxxx44 uid 3008 default group techsupport status=completed 9 travel assist +91 9820078912 18002003456 inbound call dial call 3009 answered 2025 10 21 11 20 18 q012 travel q 00 01 35 00 01 40 customer hangup phone 00 00 45 sip t das 00 03 00 04 04 30 00 35 04 30 00 55 travel booked customer booked tickets successfully 9820xxxx12 uid 3009 travel default group queue=travel 10 insurance claims +91 9870066543 18005001234 inbound call dial call 3010 answered 2025 10 21 11 35 50 q013 claims hotline 00 01 50 00 02 00 system hangup 00 00 50 sip r patel 00 04 00 06 06 45 00 50 06 45 01 15 claim initiated helped customer initiate claim request 9870xxxx43 uid 3010 insurance claims process status=completed interpretation call #1 (techsupport) — customer call answered within 45 seconds; agent “a mehta” resolved the issue with minimal hold time call #3 (collections) — customer disconnected while discussing payment, recorded as customer hangup ui call #6 (support escalation) — transfer call with long handling duration (7+ minutes) and escalation disposition call #10 (insurance claims) — longest user talk time (6m 45s) — typical of complex claim interactions