Call Distribution Interval Summary Report

overview the call distribution interval summary report provides an interval based summary of all calls handled within a campaign, categorized by call type (inbound, outbound, transferred, etc ) it offers insights into call volumes , connection rates , talk times , hold durations , and after call work (acw) performance — all within the user specified time window supervisors can use this report to analyze how effectively calls were answered, handled, or abandoned across different time intervals, helping measure service efficiency and sla adherence purpose use this report to evaluate call distribution trends within a selected time range compare connected vs abandoned call patterns for each campaign track agent handling metrics such as talk time, hold time, and acw duration identify sla compliance through “before target” and “after target” call segments report fields column name data type definition setup id string (central art setup only) — unique id of the ameyo server used for calling setup name string (central art setup only) — unique name of the ameyo server handling the campaign interval start time start time of the data collection interval defined by the user interval end time end time of the data collection interval defined by the user process name string name of the process or workflow in which the calls were handled campaign name string name of the campaign receiving or originating calls campaign id string unique identifier for the campaign call type string specifies the type of call possible values inbound call dial inbound campaign call outbound auto dial auto dialed outbound call outbound callback dial outbound callback call outbound auto preview\ dial automatic preview dial transferred to campaign dial call transferred to another campaign outbound manual dial manually dialed call click to call dial call initiated via click to call feature total received calls number total number of calls received during the interval includes all connected and abandoned calls formula total connected calls + abandoned at acd + abandoned at ringing total connected calls number total number of calls successfully connected and disposed of by users during the interval calls connected before target number number of calls answered within the defined sla or target response time calls connected after target number number of calls answered after exceeding the target response time total not connected calls number calls with zero talk time in the interval these may have been answered and disconnected prematurely but are not counted as abandoned calls abandoned before target number number of calls abandoned before reaching the target wait time in the interval calls abandoned after target number number of calls abandoned after exceeding the target wait time in the interval total customer talk time duration cumulative talk duration for all connected calls in the specified interval avg customer talk time duration average customer talk time for all connected calls formula total customer talk time ÷ total connected calls max customer talk time duration the longest customer talk time recorded for any connected call during the interval calls with talk time < target number number of calls where customer talk time was below the user defined threshold total hold count number number of calls placed on hold during the interval total hold duration duration combined duration of all customer hold times across calls in the interval avg hold duration duration average time customers were kept on hold across all calls formula total hold duration ÷ calls with hold max hold duration duration maximum hold duration recorded for any call in the interval calls with hold duration < target number number of calls where hold duration was less than the user defined threshold acw duration (total) duration sum of after call work (acw) durations across all connected and disconnected calls in the interval avg acw duration duration average wrap up duration for all handled calls formula total acw duration ÷ total wrapped calls max acw duration duration longest acw time recorded across all calls in the interval calls with acw duration < target number number of calls with wrap up duration below the user defined threshold total handling time duration combined time spent on talk + hold + acw for all calls in the interval avg handling time (aht) duration average handling time per call formula aht = avg talk time + avg acw duration note aht excludes average wrap time for unconnected calls max handling time duration longest total handling duration recorded across all calls in the interval calls with handling time < target number number of calls where total handling time was below the user defined threshold total wrapped calls number total number of calls completed and wrapped up by agents in the selected interval how to interpret this report this report is designed to analyze call distribution patterns within a specified time range it breaks down all incoming and outgoing interactions by type , status , and performance metrics , providing actionable insights into agent efficiency and sla adherence example scenario if your contact center has a target sla of 20 seconds for answering inbound calls, this report helps you identify how many calls were answered within or beyond 20 seconds which call types (e g , auto dial, callbacks, manual calls) are performing better or worse average talk , hold , and acw durations during peak intervals key metrics for supervisors metric insight calls connected before target sla adherence rate — shows operational responsiveness total abandoned calls indicates service quality and queue management efficiency avg handling time (aht) represents average total effort per customer interaction total hold duration helps assess customer experience and call routing efficiency acw duration reflects post call documentation time and agent workload best practices monitor calls connected before target and abandoned after target to evaluate sla compliance compare avg talk time with aht to identify workflow bottlenecks regularly review max hold duration and acw duration to ensure optimal call handling use total not connected calls to identify connection or routing issues align call handling targets with business kpis by adjusting thresholds based on report insights