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. |
Example Report
Setup ID | Setup Name | 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 | Inbound Support | TechAssist | CMP1001 | inbound.call.dial | 250 | 220 | 180 | 40 | 10 | 8 | 12 | 09:30:00 | 00:02:35 | 00:09:10 | 45 | 80 | 02:00:00 | 00:01:30 | 00:05:00 | 60 | 01:10:00 | 00:00:19 | 00:03:00 | 70 | 12:40:00 | 00:04:00 | 00:10:00 | 50 | 220 |
S001 | CentralServer01 | Outbound Sales | TeleProspect | CMP1002 | outbound.auto.dial | 320 | 250 | 200 | 50 | 30 | 25 | 15 | 13:50:00 | 00:03:20 | 00:08:45 | 60 | 110 | 03:30:00 | 00:01:55 | 00:04:50 | 75 | 01:55:00 | 00:00:28 | 00:04:20 | 65 | 19:15:00 | 00:04:35 | 00:09:10 | 55 | 250 |
S002 | WestCluster01 | Customer Retention | WinBack2025 | CMP1003 | outbound.callback.dial | 150 | 120 | 90 | 30 | 15 | 10 | 5 | 06:10:00 | 00:03:05 | 00:07:25 | 38 | 55 | 01:10:00 | 00:01:15 | 00:03:30 | 40 | 00:45:00 | 00:00:22 | 00:02:40 | 48 | 08:05:00 | 00:04:02 | 00:08:00 | 33 | 120 |
S002 | WestCluster01 | Collections | PaymentFollowUp | CMP1004 | outbound.manual.dial | 180 | 160 | 130 | 30 | 10 | 7 | 13 | 11:00:00 | 00:04:08 | 00:09:35 | 42 | 70 | 02:45:00 | 00:02:00 | 00:05:00 | 55 | 01:30:00 | 00:00:34 | 00:04:10 | 50 | 15:15:00 | 00:05:10 | 00:10:30 | 47 | 160 |
S003 | EMEACluster | Sales Support | GlobalLeads | CMP1005 | outbound.auto.preview.dial | 210 | 190 | 160 | 30 | 8 | 6 | 12 | 09:20:00 | 00:02:56 | 00:07:50 | 40 | 75 | 02:15:00 | 00:01:45 | 00:04:25 | 52 | 00:55:00 | 00:00:21 | 00:02:55 | 46 | 11:45:00 | 00:03:45 | 00:08:20 | 50 | 190 |
Interpretation
- Campaign “TechAssist” (Inbound) received 250 calls, out of which 220 were connected (88% connection rate).
- 180 of those were answered within SLA (Calls Connected Before Target).
- 12 calls were abandoned after SLA, indicating minor queue congestion.
- Outbound Sales (TeleProspect) handled 320 calls, connecting 250 (78%) with an average talk time of 3 minutes 20 seconds.
- Collections campaign shows the highest AHT (00:05:10) due to longer negotiation and payment confirmation discussions.
- Customer Retention (WinBack2025) has relatively shorter ACW durations, indicating streamlined follow-up workflow.