--- title: ACD Call Interval Summary Report slug: contact-center/acd-call-interval-summary-report docTags: createdAt: 2025-10-21T06:26:12.022Z --- ### 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.

:inlineImage[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/ipVdITyD7O6WXdAzhaEPh-20260729-051330.png" alt caption="Figure: Total Received Calls in the 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.
:inlineImage[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/pVRrs3h-JWiQzbseZU5ps-20260729-051329.png" alt caption="Figure: Total Abandoned Calls after reaching ACD"} | | **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:

:inlineImage[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/KUfzOkRda6Da5RNiGNQcC-20260729-051328.png" alt caption="Figure: Calculation of SLA"} | | **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.
:inlineImage[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/c7BFljGe-f5CYYEUMQ_j1-20260729-051328.png" alt caption="Figure: Calculation of Abandoned Percentage Here, Total Received Calls at the queue includes both inbound calls and Transfer to Campaign calls."}
Here, Total Received Calls at the queue includes both inbound calls and Transfer to Campaign calls.
:inlineImage[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/A0VTO3u-Sfj_DGSVGvCh0-20260729-051327.png" alt caption="Figure: Detailed Calculation of Abandoned Calls Percentage"}
| | **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%).