Welcome to the RingCentral Community

Make sure to review our Terms of Use and Community Guidelines.

Please note the community is currently under maintenance and is read-only.

Home » Users

Abandoned Calls by ANI - ACD time vs Abandon Time?

Tags: analytics and reporting

Apr 27, 2023 at 8:19am • 0 replies • 0 likes

Elizabeth Daniels

In running the Abandoned Calls by ANI report, I noticed that there are some calls which have durations listed under ACD Time.

For example, on 04/14, a call came into 1 of our queues and the Abandoned time shows 0:01:17 minutes. The ACD Time column shows 0:02:54 minutes.

Does this mean that the total time (from when the IVR begins) was 0:02:54 but the caller held for 0:01:17 in a specific queue before hanging up? If so, why do only some calls show times in the ACD Time column?

A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

PRODUCTS
RingEX
Message
Video
Phone

OPEN ECOSYSTEM
Developer Platform
APIs
Integrated Apps
App Gallery
Developer support
Games and rewards

RESOURCES
Resource center
Blog
Product Releases
Accessibility

QUICK LINKS
App Download
RingCentral App login
Admin Portal Login
Contact Sales