Call profiles are time ranges for a VDN that CMS uses to track how much time passes before a call is resolved by being answered, connected to a non-ACD destination, or abandoned. CMS refers to these time ranges as service-level increments.

The accumulated number of seconds that pass for an unanswered call are divided into different service-level increments. If a call surpasses the allocated time for the first service-level increment, it then moves to the next service-level increment. This information is recorded for each call and can later be viewed through VDN call profile reports to determine the number of calls addressed in each increment.