--- title: Call Distribution Interval Summary Report slug: contact-center/call-distribution-interval-summary-report docTags: createdAt: 2025-10-21T12:58:47.912Z --- ### 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.