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