ACD Call Summary Report

6 min

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.

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