ACD Call Interval Summary Report

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