The queue report answers one question: of every call that came in, where did it end up?
Where to find this data
For one workspace, open Conduit and go to Insights → Queue report. Everything on this page is on that one screen.
For the organization-wide view, go to Workforce. The same report is split across three tabs, each rolling up every workspace you have access to:
The Live and Availability tabs are real-time views, not part of the report. On Availability, the business unit dropdown defaults to All business units and narrows the timeline to one workspace. The selection is stored in the URL, so you can share or bookmark the filtered view.
How the totals fit together
Total inbound counts every call that reached you, whether a person picked it up or the AI agent handled it on its own.
Answered by team, Missed, and Abandoned only count calls that reached the human queue. Together they account for all queue calls, not all inbound calls: calls the AI resolved without involving anyone never entered the queue.
Every inbound call lands in exactly one of four paths, and those four always sum back to total inbound:
Answered, Missed, and Abandoned describe the outcome of a queue call, so they cut across those paths rather than adding to them. A transferred call can be answered, missed, or abandoned, and so can a direct one.
A call the AI transferred is counted once, under its transfer outcome. It is not counted again as a new inbound call.
By workspace columns
On Workforce → Overview, the By workspace table uses the same definitions for every row. Workforce tables on Live, Overview, Team and Misses show every row without pagination. Click a numeric column header once to sort descending and again to sort ascending; the active column shows an arrow. Sorting uses the underlying value, so SLA, ASA, Longest wait, Avg talk and Available sort correctly rather than alphabetically.
Service level, SLA and ASA
Service level is the share of answered calls picked up within 20 seconds. The denominator is answered calls, not all calls, so a workspace that misses a lot can still show a high service level. Read it alongside the miss rate, never on its own.
ASA is average speed of answer: the mean wait before someone picked up, across answered calls only.
Longest wait is the single worst wait in the range, with the time it happened. Useful for finding the moment a queue fell over rather than the average day.
Missed calls
Missed calls on the Workforce Misses tab counts queue calls that were not answered because nobody was available, ringing timed out, or everyone declined. It excludes abandoned calls. The rate underneath divides missed calls by all queue calls in the selected workspaces and date range, including answered, missed, and abandoned calls.
Abandoned call rate appears beside Missed calls. It counts calls classified as caller hangups while waiting for the team, divided by all queue calls, with the raw count and denominator underneath. Calls that end at the AI without reaching the queue are not included. The report uses the recorded routing outcome to separate caller hangups from nobody available, ring-out, and declined, so the counts do not overlap.
For example, 132 previously reported misses containing 37 abandoned calls become 95 missed calls (28.2% of 337 queue calls) and an 11.0% abandoned call rate (37 of 337 queue calls).
This definition applies whenever a date range is computed, including historical ranges. No stored call records are changed. Previously saved CSVs keep their old totals; re-exporting the same range excludes abandoned calls from missed totals, recovery metrics, and missed-call buckets.
Missed calls by workspace
At the top of the Misses tab, above the tiles, this table has one row per workspace so you can see which one is missing calls instead of reading a blended total. Every number in it is an actual call, not an average or a rate across team members.
By default, rows are sorted by missed calls, highest first. Any numeric column header re-sorts the table. The table follows the same date range and workspace filter as the rest of the tab. Scroll sideways to see the later columns on a narrow window.
Nobody available, Ring-out, and Declined sum to Missed. Abandoned is a separate outcome and must not be added to the missed total.
Viewing the calls behind a row
Click any workspace row to open its missed calls for the same range. The list stays inside Workforce, so the date range and timezone at the top still apply, and the back arrow returns you to the table.
Each row is one missed call:
Use the reason dropdown in the header to narrow the list to one reason, for example only ring-outs when you are checking responsiveness. The list shows the newest 500 missed calls in the range; shorten the range if you need to see everything.
Why calls were missed
These three reasons are mutually exclusive, and every missed call falls into exactly one. Abandoned calls are shown separately in the Abandoned call rate tile and the per-workspace Abandoned column.
The split matters because the fixes are different. Ring-out is a responsiveness problem. Nobody available is a staffing problem. Abandoned is usually a wait-time problem.
Recovery metrics
Ring-out rate is ring-outs divided by calls that were actually offered to somebody. It deliberately excludes calls where nobody was available to ring and calls the guest abandoned, so it measures only this: when we rang a person, how often did nobody pick up. This is the number to watch for staffing and responsiveness.
We called back is the share of missed calls where someone on your team later rang that number back.
This only counts callbacks placed through Conduit. If your team members return calls from a mobile or a property landline, those are invisible to the report, so your real callback rate is higher than the number shown.
Missed calls by time of week
Each cell is a two-hour block in the report’s timezone, shaded by how many calls were missed in it. Use it to find the recurring gaps, the shift change, the lunch hour, the Sunday evening nobody is rostered for.
Choosing a date range
Workforce opens on Last 24 hours: a rolling window from exactly 24 hours ago to now, bucketed by the hour. It is not “yesterday and today”, so a call at 9am yesterday drops out of the report at 9am today. The other two presets are calendar ranges in your organization’s timezone: Last 7 days is today plus the six days before it, and Last 30 days is today plus the previous 29. Picking dates on the calendar and applying them replaces the preset with a custom range.
The workspace report defaults to the last 14 days and offers Today, Last 7, 14, 30 and 90 days.
Times follow the workspace timezone, so the report reads the same for everyone regardless of where they are viewing it from. At the organization level, the report uses the timezone shared by most of your workspaces and shows which one it is next to the date picker.
Reading the team table
The per-member table (Workforce → Team at the organization level) shows calls offered, accepted, declined and timed out, plus an answer rate.
Offered counts every time the queue rang that person, so one call can be offered to several people. Declined means they actively rejected it; timed out means it rang and went unanswered. A high timed-out count next to a low declined count usually means the person was away from their desk rather than refusing calls.
Treat this table as a starting point for a conversation, not a verdict. It cannot tell the difference between someone ignoring a call and someone who stepped away without setting themselves to away.
Exporting
Export CSV produces the same numbers as the screen: headline metrics (including queue calls, missed calls excluding abandoned, abandoned count, and abandoned call rate), the per-member table, and per-bucket volumes. At the organization level it also includes a row per workspace with queue calls, answered, missed, the three missed reasons, and abandoned as a separate column, so the workspace table above can be reproduced in a spreadsheet. 
