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. |
Example Report
Setup ID | Setup Name | Interval Start | Interval End | Process Name | Campaign Name | Campaign ID | Call Type | Total Received Calls | Total Connected Calls | Calls Connected Before Target | Calls Connected After Target | Total Not Connected Calls | Calls Abandoned Before Target | Calls Abandoned After Target | Total Customer Talk Time | Avg. Customer Talk Time | Max. Customer Talk Time | Calls with Talk Time < Target | Total Hold Count | Total Hold Duration | Avg. Hold Duration | Max. Hold Duration | Calls with Hold Duration < Target | ACW Duration (Total) | Avg. ACW Duration | Max. ACW Duration | Calls with ACW Duration < Target | Total Handling Time | Avg. Handling Time (AHT) | Max. Handling Time | Calls with Handling Time < Target | Total Wrapped Calls |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
S001 | CentralServer01 | 09:00 | 10:00 | Inbound Support | TechAssist | CMP1001 | inbound.call.dial | 120 | 100 | 85 | 15 | 8 | 5 | 7 | 05:45:00 | 00:03:27 | 00:07:40 | 30 | 45 | 01:35:00 | 00:02:07 | 00:05:15 | 28 | 00:55:00 | 00:00:33 | 00:02:10 | 32 | 07:15:00 | 00:04:00 | 00:08:40 | 35 | 100 |
S001 | CentralServer01 | 10:00 | 11:00 | Inbound Support | TechAssist | CMP1001 | inbound.call.dial | 145 | 120 | 105 | 15 | 12 | 8 | 5 | 06:40:00 | 00:03:20 | 00:08:00 | 25 | 60 | 02:10:00 | 00:02:10 | 00:05:40 | 45 | 01:10:00 | 00:00:35 | 00:03:15 | 30 | 09:00:00 | 00:04:15 | 00:09:10 | 40 | 120 |
S002 | WestCluster01 | 09:00 | 10:00 | Outbound Sales | TeleProspect | CMP1002 | outbound.auto.dial | 210 | 180 | 150 | 30 | 18 | 10 | 12 | 10:30:00 | 00:03:30 | 00:09:10 | 45 | 70 | 02:50:00 | 00:02:24 | 00:05:50 | 52 | 01:20:00 | 00:00:27 | 00:03:45 | 48 | 14:40:00 | 00:04:53 | 00:09:50 | 55 | 180 |
S002 | WestCluster01 | 10:00 | 11:00 | Outbound Sales | TeleProspect | CMP1002 | outbound.auto.preview.dial | 190 | 165 | 130 | 35 | 15 | 9 | 11 | 09:40:00 | 00:03:31 | 00:08:30 | 38 | 68 | 02:45:00 | 00:02:25 | 00:05:20 | 40 | 01:10:00 | 00:00:25 | 00:03:25 | 46 | 13:35:00 | 00:04:56 | 00:09:15 | 50 | 165 |
S003 | EastCluster | 09:00 | 10:00 | Retention | WinBack2025 | CMP1003 | outbound.callback.dial | 95 | 80 | 68 | 12 | 10 | 7 | 8 | 04:30:00 | 00:03:22 | 00:07:25 | 28 | 35 | 01:00:00 | 00:01:43 | 00:04:05 | 33 | 00:45:00 | 00:00:33 | 00:02:45 | 30 | 06:15:00 | 00:04:38 | 00:08:40 | 35 | 80 |
S003 | EastCluster | 10:00 | 11:00 | Retention | WinBack2025 | CMP1003 | outbound.callback.dial | 110 | 95 | 75 | 20 | 9 | 6 | 10 | 05:25:00 | 00:03:25 | 00:08:00 | 31 | 40 | 01:20:00 | 00:02:00 | 00:04:45 | 36 | 00:55:00 | 00:00:35 | 00:03:10 | 32 | 07:10:00 | 00:04:55 | 00:09:00 | 38 | 95 |
S004 | EMEACluster | 09:00 | 10:00 | Customer Care | CustCare_Main | CMP1004 | inbound.call.dial | 170 | 140 | 120 | 20 | 10 | 7 | 13 | 08:50:00 | 00:03:47 | 00:09:20 | 40 | 75 | 02:35:00 | 00:02:04 | 00:04:40 | 48 | 01:00:00 | 00:00:26 | 00:02:50 | 44 | 12:25:00 | 00:04:37 | 00:09:40 | 45 | 140 |
S004 | EMEACluster | 10:00 | 11:00 | Customer Care | CustCare_Main | CMP1004 | inbound.call.dial | 200 | 170 | 150 | 20 | 12 | 8 | 10 | 10:20:00 | 00:03:38 | 00:08:55 | 37 | 85 | 02:50:00 | 00:02:00 | 00:05:00 | 52 | 01:05:00 | 00:00:28 | 00:03:05 | 47 | 14:15:00 | 00:04:35 | 00:09:10 | 50 | 170 |
Interpretation
- TechAssist (09:00–10:00) — 120 calls received, with 100 connected and an average talk time of 3m 27s. Only 5 calls abandoned before target, showing good SLA performance.
- TeleProspect (10:00–11:00) — High outbound volume (190 calls) with moderate AHT (~5 minutes). Preview dialing yielded 165 successful connections.
- WinBack2025 shows consistent callback performance with ~85% connection rate and short ACW durations, indicating efficient wrap-up handling.
- CustCare_Main (10:00–11:00 interval) has the highest connected calls (170) and shortest Avg. Hold (2m) — indicating well-managed staffing.
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.