--- title: Call Distribution Report slug: contact-center/call-distribution-report docTags: createdAt: 2025-10-22T10:04:29.006Z --- ### 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.