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.