ACD Call Interval Summary Report

6 min

Overview

The ACD Call Interval Summary Report provides summarized insights for all inbound and transferred-to-campaign calls that reached the ACD (Automatic Call Distributor) within a user-defined time interval.

It displays both connected and abandoned call statistics for the selected timeframe — allowing supervisors to evaluate SLA adherence, call handling efficiency, and queue-level service performance.

With this report, users can easily identify:

How many calls were connected or abandoned.

Which calls met or breached SLA targets.

Queue and campaign performance across intervals.

Purpose

Use this report to:

Measure contact center performance over specific time intervals.

Track connected vs. abandoned call trends.

Assess SLA achievement rates and queue efficiency.

Identify high-abandonment queues requiring optimization.

Report Details

Column Name	Data Type	Description
Interval Start	Time	The start time of the data collection interval defined by the user.
Interval End	Time	The end time of the data collection interval defined by the user.
Process Name	String	Name of the process (workflow) receiving calls.
Campaign Name	String	Campaign under which the calls were received.
Queue Name	String	Name of the queue where calls were routed during the interval.
Total Received Calls	Number	Sum of Connected Calls, Abandoned Calls at ACD, and Abandoned Calls at Ringing in the queue during the specified interval.
Total Connected Calls	Number	Total number of calls answered and disposed of by agents during the interval.
Total Abandoned Calls at ACD	Number	Total number of calls abandoned after reaching the ACD (includes ringing and queue abandons). Excludes IVR abandons.
Total Connected in Target	Number	Number of calls answered within the campaign’s target wait time (SLA threshold).
Total Connected Calls at ACD in Target	Number	Number of calls answered at queue level within the target wait time.
Total Connected After Target	Number	Calls answered after exceeding the campaign-level SLA wait time.
Total Connected Calls at ACD After Target	Number	Calls answered at queue level after exceeding the target wait time.
SLA %	Percentage	SLA Calculation:
Answered %	Percentage	Percentage of calls answered = (Total answered ÷ Total received or dropped) × 100.
Total Abandoned Before Target	Number	Calls abandoned before reaching the configured SLA wait time (talk time = 0).
Total Abandoned Calls at ACD in Target	Number	Calls abandoned at ACD before reaching the target queue wait time.
Total Abandoned After Target	Number	Calls abandoned after exceeding the total campaign wait time.
Total Abandoned Calls at ACD After Target	Number	Calls abandoned at ACD after exceeding queue-level wait time.
Abandoned %	Percentage	Abandoned Percentage is equal to the total calls abandoned at the last ACD divided by the total received calls at that ACD queue in the specified interval. Here, Total Received Calls at the queue includes both inbound calls and Transfer to Campaign calls.
Abandoned Call on Agent	Number	Calls abandoned while the agent’s phone was ringing.
Total Short Calls	Number	Calls first answered in the queue but lasted ≤10 seconds.
Total Talk Time	Duration	Cumulative talk time of all first-answered calls during the interval.
ACD Wait Time in Queue	Duration	Total time calls waited in queue(s) before being answered or dropped. Includes transfers and re-queues.
Total ACD Wait Time	Duration	Aggregate queue wait duration for all calls in the interval (includes multi-queue transfers).
Avg. Talk Time	Duration	Average agent talk time = (Total talk time of a user ÷ Total answered calls of a user).
Total Hold Duration	Duration	Total duration customers were placed on hold during calls in the interval.
Max. Hold Time	Duration	Maximum hold time among all calls with hold during the interval.
Min. Hold Time	Duration	Minimum hold time among all calls with hold during the interval.
Avg. Hold Duration	Duration	Average hold time = (Total hold time ÷ Total calls with hold).
Total Hold Count	Number	Number of calls where customers were placed on hold at least once (multiple holds in same call count as one).
Oldest Call Waiting	Duration	Longest customer wait time before being answered.
Total Wrap Time	Duration	Total post-call wrap-up time spent by users after call disconnection.
Total Handling Time	Duration	Combined time spent handling calls = Talk Time + Hold Time + Wrap Time.
Avg. Handling Time (AHT)	Duration	Average Handling Time = Avg. Talk Time + Avg. ACW Duration. Does not include Average Wrap Time.

Performance Metrics Explained

SLA % → Percentage of calls answered within the target wait time.

Answered % → Ratio of answered calls to total received.

Abandoned % → Ratio of abandoned calls to total received at queue.

Avg. Handling Time (AHT) → Average time an agent spends per call, excluding wrap-up of not-connected calls.

If a call is Re-ACD’d (re-queued) in the same queue, the additional wait time is included in:

Total Served in Target

Total Served After Target

Total Abandoned Before/After Target

Total ACD Wait Time

ACD Wait Time in Queue

Longest Wait Time

Use Case Examples

Persona	How They Use This Report
Supervisors	Identify queues failing to meet SLAs or with increasing abandon rates.
Admins	Monitor load balancing efficiency and adjust routing thresholds.
Quality Managers	Correlate talk, hold, and handling times with SLA adherence.

Example Report

Interval Start	Interval End	Process Name	Campaign Name	Queue Name	Total Received Calls	Total Connected Calls	Total Abandoned Calls at ACD	Total Connected in Target	Total Connected Calls at ACD in Target	Total Connected After Target	Total Connected Calls at ACD After Target	SLA %	Answered %	Total Abandoned Before Target	Total Abandoned Calls at ACD in Target	Total Abandoned After Target	Total Abandoned Calls at ACD After Target	Abandoned %	Abandoned Call on Agent	Total Short Calls	Total Talk Time	ACD Wait Time in Queue	Total ACD Wait Time	Avg. Talk Time	Total Hold Duration	Max. Hold Time	Min. Hold Time	Avg. Hold Duration	Total Hold Count	Oldest Call Waiting	Total Wrap Time	Total Handling Time	Avg. Handling Time (AHT)
09:00	10:00	Inbound Support	TechAssist	TechQueue_1	150	125	20	110	100	15	25	80%	83%	5	5	15	15	13%	4	8	06:20:00	01:35:00	01:50:00	00:03:02	00:45:00	00:03:40	00:00:15	00:02:15	50	00:05:30	00:30:00	07:35:00	00:05:28
10:00	11:00	Inbound Support	TechAssist	TechQueue_1	160	130	22	115	108	15	22	83%	81%	4	6	18	16	14%	3	7	07:05:00	01:45:00	02:00:00	00:03:16	00:50:00	00:04:00	00:00:20	00:02:25	55	00:06:15	00:32:00	08:00:00	00:05:45
09:00	10:00	Customer Care	CustCare_Main	CustCare_Q1	200	175	18	160	150	15	25	85%	88%	5	6	13	12	9%	5	6	08:30:00	01:50:00	02:10:00	00:02:55	00:42:00	00:03:25	00:00:18	00:02:10	48	00:05:45	00:25:00	09:00:00	00:05:20
10:00	11:00	Customer Care	CustCare_Main	CustCare_Q1	230	200	20	170	165	30	35	82%	87%	6	5	14	15	8%	7	5	09:20:00	02:05:00	02:25:00	00:02:48	00:46:00	00:03:35	00:00:10	00:02:20	52	00:05:10	00:28:00	09:45:00	00:05:33
09:00	10:00	Loan Services	LoanDesk	LoanQueue	120	90	25	75	70	15	20	75%	75%	10	8	15	17	21%	6	10	05:20:00	01:25:00	01:40:00	00:03:32	00:55:00	00:04:25	00:00:22	00:02:50	60	00:06:50	00:35:00	07:20:00	00:05:58
10:00	11:00	Loan Services	LoanDesk	LoanQueue	130	100	24	85	80	15	20	77%	77%	9	7	15	17	18%	7	9	06:05:00	01:35:00	01:55:00	00:03:39	00:58:00	00:04:35	00:00:15	00:02:40	64	00:06:45	00:38:00	08:15:00	00:06:05
09:00	10:00	Billing Operations	Billing2025	BillQueue_Main	180	150	22	135	125	15	25	83%	83%	8	7	14	15	12%	5	8	07:40:00	01:55:00	02:15:00	00:03:04	00:48:00	00:03:50	00:00:12	00:02:25	53	00:05:25	00:29:00	08:45:00	00:05:27
10:00	11:00	Billing Operations	Billing2025	BillQueue_Main	190	160	20	140	135	20	25	81%	84%	7	8	13	12	10%	4	9	08:10:00	02:05:00	02:25:00	00:03:03	00:50:00	00:03:45	00:00:10	00:02:30	55	00:05:40	00:31:00	09:10:00	00:05:29
09:00	10:00	Travel Support	TravelDesk	Travel_Q	140	120	15	110	100	10	20	85%	86%	3	4	12	11	11%	2	6	06:25:00	01:30:00	01:45:00	00:03:12	00:40:00	00:03:25	00:00:08	00:02:10	40	00:04:50	00:25:00	07:30:00	00:05:00
10:00	11:00	Travel Support	TravelDesk	Travel_Q	150	130	17	115	108	15	22	83%	86%	4	3	13	14	11%	3	7	07:00:00	01:40:00	01:55:00	00:03:14	00:45:00	00:03:40	00:00:15	00:02:20	45	00:05:20	00:27:00	08:00:00	00:05:08

Interpretation

TechAssist (09:00–10:00) — SLA performance at 80%, meaning 80% of calls were answered within the target wait time; only 13% abandoned.

CustCare_Main (10:00–11:00) — High connection efficiency (87% Answered), with Avg. Talk Time 2m 48s and short hold durations — SLA well maintained.

LoanDesk (09:00–10:00) — Lower SLA (75%) and higher abandon rate (21%) — indicates queue congestion or insufficient staffing.

Billing2025 (10:00–11:00) — Consistent SLA (81%) and moderate handling time (~5.5 min average).

TravelDesk queues show strong performance with minimal abandon rates and good SLA adherence (~85%).

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