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?
