Queue Report

The queue report answers one question: of every call that came in, where did it end up?

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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.

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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 and Missed only count calls that reached the human queue. That is why they do not add up to total inbound on their own: 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 and Missed describe the outcome of a call, so they cut across those paths rather than adding to them. A transferred call can be answered or missed, and so can a direct one.

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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.

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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.

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Missed calls

Missed calls on the Workforce Misses tab is the raw count of queue calls that were missed across the selected workspaces and range, with the miss rate and the number of queue calls it is a share of underneath. It only counts calls that reached the human queue, so it lines up with the Missed tile on the overview rather than with total inbound. The four tiles under it are the recovery metrics, explained further down. On the workspace report the same four tiles sit in a row with speed of answer, longest wait, outbound calls and AI resolutions.

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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.

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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.

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Why calls were missed

These four reasons are mutually exclusive, and every missed call falls into exactly one. 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.

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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. Caller retried is the share of missed calls where the guest rang back themselves and that later call was answered. A high number is not reassurance. It means guests are getting through, but only because they did the chasing, and each of those guests is counted as two inbound calls. Never reconnected is missed calls where the guest never reached anyone, by either path. If you want one number to act on, this is it. It is the closest thing the report has to lost business.

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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.

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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.

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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.

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Exporting

Export CSV produces the same numbers as the screen: headline metrics, the per-member table, and per-bucket volumes. At the organization level it also includes a row per workspace with queue calls, answered, missed and the four missed reasons broken out, so the workspace table above can be reproduced in a spreadsheet.