Call Distribution Report

overview the call distribution report provides a consolidated summary of all calls handled within a campaign, categorized by call type (inbound, outbound, transferred, etc ) it helps supervisors and administrators analyze call volumes, service levels, and agent performance by comparing connected, abandoned, and unconnected calls within a selected campaign or process purpose use this report to evaluate how calls are distributed across different types (inbound, outbound, callbacks, transfers, etc ) measure campaign performance against defined sla targets (before/after target response times) track customer engagement metrics such as talk time, hold time, and acw (after call work) identify efficiency gaps and service bottlenecks based on handling and abandonment patterns 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 process name string name of the process or workflow in which the calls were handled campaign name string name of the campaign under which the calls were received or initiated campaign id string unique identifier for the campaign call type string type of call made or received possible values include • inbound call dial – call received in an inbound campaign • outbound auto dial – auto dialed outbound call • outbound callback dial – outbound callback call • outbound auto preview\ dial – automatically previewed outbound call • transferred to campaign dial – call transferred into this campaign • outbound manual dial – manually dialed outbound call • click to call dial – outbound call triggered by click to call from a crm or web interface total received calls number total number of calls received in the campaign includes • all connected calls (inbound + transfers),• calls abandoned at acd,• calls abandoned at ringing stage formula total received = total connected calls + abandoned at acd + abandoned at ringing total connected calls number total number of calls successfully answered and disposed of by agents calls connected before target number number of calls answered within the sla or target time defined during report generation calls connected after target number number of calls answered after exceeding the sla or target time total not connected calls number total number of calls with zero talk time these calls may have been answered and disconnected prematurely but are not considered abandoned calls abandoned before target number number of calls abandoned before the target wait time calls abandoned after target number number of calls abandoned after exceeding the target wait time total customer talk time duration sum of all customer talk durations for connected calls in the campaign avg customer talk time duration average talk time per connected call formula total talk time ÷ total connected calls max customer talk time duration longest customer talk time recorded for any connected call calls with talk time < target number number of calls with customer talk duration less than the user defined threshold total hold count number number of calls where customers were placed on hold if a call was put on hold multiple times, it is counted once total hold duration duration combined duration of all hold times across customer calls in the campaign avg hold duration duration average hold time per call formula total hold duration ÷ calls with hold max hold duration duration maximum hold duration recorded across all calls calls with hold duration < target number number of calls where the total hold time was less than the specified threshold acw duration (total) duration total after call work (acw) duration — the time agents spent completing post call wrap up tasks for connected and disconnected calls avg acw duration duration average wrap up time for all handled calls formula total acw duration ÷ total wrapped calls max acw duration duration maximum acw duration recorded across all calls calls with acw duration < target number number of calls with acw duration less than the user defined threshold total handling time duration total time spent on talk + hold + wrap up (acw) for all calls in the campaign formula total handling time = talk time + hold time + acw time avg handling time (aht) duration average handling time per call formula aht = avg talk time + avg acw duration note aht excludes wrap up duration of unconnected calls max handling time duration longest total handling time recorded across all calls calls with handling time < target number number of calls where total handling time was less than the user defined threshold total wrapped calls number total number of calls that were successfully completed and wrapped up by agents during the reporting period additional notes if a call is reacd (re queued) within the same queue, its wait time is included in all applicable columns — calls answered before target, calls answered after target, calls abandoned before target, calls abandoned after target all sla based metrics (before/after target) are calculated using the target response time specified by the user while generating the report the report can be generated for specific time intervals (e g , hourly, daily, weekly) to identify workload trends and performance bottlenecks how to use this report monitor service level compliance by tracking calls connected before target vs calls connected after target review abandonment trends ( abandoned before/after target ) to detect queue or ivr bottlenecks analyze average and maximum hold times to measure customer experience and agent efficiency use handling and acw metrics to evaluate post call workload and process optimization needs compare aht trends across campaigns to improve forecasting and staffing strategies example insights metric insight calls connected before target indicates sla compliance and customer responsiveness calls abandoned after target reflects queue congestion or excessive wait times avg handling time helps evaluate operational efficiency per call total hold duration measures overall customer waiting time during interactions acw duration highlights agent productivity in post call processes