--- title: ACD Call Details slug: contact-center/acd-call-details docTags: createdAt: 2025-10-21T06:25:13.329Z --- ### 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.