ACD Call Summary Report

overview the acd call summary report provides an overall summary of all inbound or transferred to campaign calls that reached the acd (automatic call distributor) or queue this report gives users visibility into connected and abandoned call performance , including sla adherence , wait times , and agent handling efficiency supervisors can use it to evaluate queue performance , monitor abandon rates , and ensure that service level objectives are consistently met purpose use this report to track total connected vs abandoned calls per queue or campaign measure sla achievement at both campaign and queue levels identify queues with high abandonment or low connection rates monitor average talk, wait, and handling times to optimize operations report details column name data type description 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 the calls were routed total received calls number it is the sum of total answered calls (sum of all inbound calls and transfer to campaign calls), total abandon the calls at acd, and total abandon at ringing calls in the queue total connected calls number total calls answered and disposed of by users total abandoned calls at acd number calls abandoned after reaching acd (includes ringing and abandoned calls at acd; excludes ivr abandons) total connected in target number calls answered within the target wait time defined for the campaign total connected calls at acd in target number calls answered within target wait time at queue level if a call transfers from queue 1 to queue 2 and is answered in queue 2 before exceeding queue 2’s wait time, it is not counted as “in target” at campaign level since total campaign wait time exceeded total connected after target number calls answered after exceeding the campaign’s target wait time total connected calls at acd after target number calls answered after exceeding the queue’s target wait time if a call has arrived in queue 1 and has been sent automatically to another queue 2 (after reaching a specific timeout) and answered in queue 2 before exceeding its queue wait time, then the call will not be included in "total queue served calls in target" it is because the total wait time of campaign was not met, rather it was met for queue 2 sla % percentage sla achievement = (connected calls at acd in target × 100) ÷ total received calls connected % percentage percentage of calls answered = (total answered in queue ÷ total calls first answered or last dropped in queue) × 100 total abandoned before target number calls abandoned before reaching the configured sla wait time at campaign level abandoned % percentage abandon rate = (calls abandoned at last acd ÷ total received calls at that acd queue) × 100 includes inbound and transfer to campaign calls abandoned call on agent number number of calls abandoned while the agent’s phone was ringing total abandoned calls at acd in target number calls abandoned in queue before reaching target wait time total abandoned after target number calls abandoned in campaign after exceeding total campaign wait time total acd abandoned calls after target number calls abandoned at queue after exceeding target wait time total short calls number calls first answered in queue with talk time ≤10 seconds total talk time duration cumulative talk time of all first answered calls in the queue total wait time duration cumulative wait time across all queues before calls were answered or dropped (includes auto transfers) wait time at acd duration time spent waiting in the final queue where the call was answered or dropped avg talk time duration average agent talk time = (total talk time ÷ total answered calls) total hold duration duration total time customers were placed on hold in all calls during the period max hold time duration longest single hold duration in the queue min hold time duration shortest hold duration in the queue avg hold duration duration average hold time = (total hold time ÷ calls with hold) total hold count number number of calls where customers were put on hold (counted once per call, even if held multiple times) oldest call waiting duration longest waiting time before a call was answered acw duration duration after call work (acw) time spent by agent on post call actions before disposition total handling time duration total time spent handling calls = talk time + hold time + wrap time avg handling time (aht) duration average handling time = avg talk time + avg acw duration excludes wrap up of not connected calls performance indicators metric meaning sla % measures how many calls were answered within sla defined wait time connected % shows overall connection efficiency at queue level abandoned % indicates percentage of calls dropped before being answered avg handling time (aht) measures overall agent efficiency, combining talk and acw durations if a call is re acd’d (re queued) in the same queue, the additional wait time is included in total served in target / after target total abandoned before / after target total acd wait time acd wait time in queue longest wait time use case examples persona usage supervisors monitor sla performance and queue level efficiency admins identify system level call flow bottlenecks quality managers compare handling, talk, and abandon rates across campaigns example report 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 % connected % total abandoned before target abandoned % abandoned call on agent total abandoned calls at acd in target total abandoned after target total acd abandoned calls after target total short calls total talk time total wait time wait time at acd avg talk time total hold duration max hold time min hold time avg hold duration total hold count oldest call waiting acw duration total handling time avg handling time (aht) inbound support techassist inbound techqueue 1 320 270 35 240 230 30 40 72% 84% 10 11% 5 8 15 12 9 14 45 00 01 40 00 01 10 00 00 03 16 00 45 00 00 04 10 00 00 15 00 02 15 48 00 05 35 00 30 00 16 00 00 00 05 50 inbound support techassist inbound techqueue 2 280 240 30 210 200 30 40 71% 86% 8 11% 6 7 14 11 10 13 20 00 01 35 00 01 05 00 00 03 20 00 42 00 00 03 55 00 00 12 00 02 10 42 00 05 20 00 28 00 15 30 00 00 05 40 customer care custcare main custcare q1 410 370 25 340 330 30 40 80% 90% 7 6% 4 6 18 15 8 18 00 00 02 05 00 01 30 00 00 02 55 00 40 00 00 03 35 00 00 10 00 02 00 50 00 05 15 00 25 00 19 05 00 00 05 20 customer care custcare main custcare q2 385 340 30 300 285 40 45 74% 88% 9 8% 5 8 21 17 11 17 25 00 02 10 00 01 35 00 00 03 05 00 48 00 00 04 20 00 00 20 00 02 35 52 00 05 40 00 28 00 18 45 00 00 05 35 billing operations billing2025 billqueue main 345 295 35 260 245 35 40 71% 85% 12 10% 6 9 16 13 10 15 30 00 01 55 00 01 20 00 00 03 09 00 43 00 00 03 50 00 00 18 00 02 25 47 00 05 25 00 26 00 16 55 00 00 05 30 billing operations billing2025 billqueue 2 310 275 28 250 240 25 35 77% 89% 7 9% 4 6 15 12 9 14 15 00 01 45 00 01 15 00 00 03 06 00 41 00 00 03 40 00 00 10 00 02 20 44 00 05 10 00 24 00 15 45 00 00 05 18 loan services loandesk loanqueue 275 220 40 180 165 40 55 60% 80% 15 15% 8 10 25 20 12 13 40 00 02 25 00 01 45 00 00 03 43 00 55 00 00 04 55 00 00 25 00 02 55 55 00 06 10 00 35 00 14 50 00 00 06 15 travel support traveldesk travel q 300 270 20 250 245 20 25 81% 90% 5 7% 3 4 12 10 7 14 00 00 01 30 00 01 10 00 00 03 06 00 39 00 00 03 25 00 00 10 00 02 05 40 00 05 00 00 23 00 15 00 00 00 05 10 insurance claims claims process claims hotline 290 250 30 220 210 30 40 72% 86% 8 10% 5 7 15 13 9 13 10 00 02 00 00 01 25 00 00 03 09 00 44 00 00 03 45 00 00 15 00 02 30 46 00 05 35 00 27 00 15 25 00 00 05 22 retention process retentiondesk retention q 265 230 25 200 190 30 35 72% 87% 7 9% 4 6 13 11 8 12 30 00 01 35 00 01 10 00 00 03 16 00 42 00 00 03 50 00 00 12 00 02 20 43 00 05 15 00 25 00 14 40 00 00 05 25 interpretation techassist inbound (techqueue 1) — sla achievement at 72% , good performance but slightly below ideal 80% target 11% abandon rate suggests minor queue congestion custcare main (custcare q1) — strong efficiency with sla 80% and 6% abandon rate , supported by a quick avg wait time (1m 30s) and healthy connected % (90%) loandesk (loanqueue) — sla (60%) and abandon % (15%) are the lowest among all, indicating a capacity shortfall or long hold durations traveldesk (travel q) — best performing queue with sla 81% and avg handling time of 5m 10s billing2025 queues demonstrate stable performance (sla 75%) but slightly higher abandonment compared to customer care