> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/report/phone/acd-number-analysis.md).

# ACD number analysis

## Overview

Through this report, you can review the usage of ACD (Automatic Call Distribution) numbers, including data such as answer rate and hang-up rate.

Through the information in this report, you can understand the usage of ACD numbers and further optimize and improve the call system based on the answer rate data to enhance the customer service experience and call efficiency.

<figure><img src="https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2Fq46FaEs651KZGqkbN6Tz%2F%E6%88%AA%E5%9C%96%202023-05-25%20%E4%B8%8B%E5%8D%884.05.46.png?alt=media&amp;token=e1260034-c565-428c-b6c8-08539a398505" alt=""><figcaption></figcaption></figure>

## Field

<table><thead><tr><th width="167.26698576490327">Field</th><th>Content</th><th>Notes</th></tr></thead><tbody><tr><td>ACD Number</td><td>The source ACD number for the statistics.</td><td></td></tr><tr><td>Date</td><td>Statistics start time period.</td><td></td></tr><tr><td>Answer Rate</td><td>The rate at which agents answered calls during this period. It is calculated as answered calls divided by inbound calls, indicating what proportion of calls were answered during the period.</td><td>Answered calls / inbound calls</td></tr><tr><td>Hang-up Rate</td><td>The rate at which customers abandoned calls during this period. It is calculated as customer abandoned calls divided by inbound calls, indicating what proportion of calls were abandoned during the period.</td><td>Customer abandoned calls / inbound calls</td></tr><tr><td>Service Level</td><td>The service level for this period, indicating the percentage of calls successfully handled out of inbound calls during the period.</td><td>((Inbound call count - (Delayed answer count + Customer abandonment count + Reassignment count) / Inbound call count) X 100</td></tr><tr><td>Inbound call count</td><td>The total number of inbound calls from customers during this period.</td><td></td></tr><tr><td>Answered calls</td><td>The total number of calls answered by agents during this period.</td><td></td></tr><tr><td>Delayed answered calls</td><td>The number of calls not answered within 20 seconds after the agent received the call assignment.</td><td>You can refer to the "Agent Ring Seconds" field in the "Call Record Report."</td></tr><tr><td>Customer abandonment count</td><td>The total number of calls voluntarily abandoned by customers during this period.</td><td><p>Calculated based on the time the abandonment occurs.</p><p><br>For example, if a customer calls in at 10:58 and voluntarily abandons at 11:01, this count will be included in the 11 o'clock statistics interval.</p></td></tr><tr><td>Reassignment count</td><td>The total number of reassignments during this period.</td><td></td></tr><tr><td>Overflow count</td><td>The number of calls exceeding the total hotline call limit during this period.</td><td></td></tr><tr><td>Total agent waiting time</td><td>The total time agents waited for assignment during this period.</td><td></td></tr><tr><td>Longest agent waiting time</td><td>The longest time agents waited for assignment during this period.</td><td></td></tr><tr><td>Average agent waiting time</td><td>The average time agents waited for assignment during this period.</td><td></td></tr><tr><td>Average customer waiting time</td><td>The average customer waiting time for answer during this period.</td><td></td></tr><tr><td>Longest customer waiting time</td><td>The longest customer waiting time for answer during this period.</td><td></td></tr><tr><td>Total customer waiting time</td><td>The total customer waiting time for answer during this period.</td><td></td></tr><tr><td>Average agent answer time</td><td>The average time taken from agent ring to answer during this period.</td><td></td></tr><tr><td>Longest agent answer time</td><td>The longest time taken from agent ring to answer during this period.</td><td></td></tr><tr><td>Total agent answer time</td><td>The total time taken from agent ring to answer during this period.</td><td></td></tr></tbody></table>