> ## Documentation Index
> Fetch the complete documentation index at: https://docs.conduit.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Queue Report
> What every number on the queue report means, and how the totals fit together
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**. For an organization-wide view with a row per workspace, go to **Workforce → Overview**.
## 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 staff** 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:
| Path | Meaning |
| -------------- | ------------------------------------------------------------------------------------------------------- |
| Resolved by AI | The AI agent handled the call start to finish. Nobody was rung. |
| AI to team | The AI answered, then transferred the caller to a person. |
| Ended at AI | The call reached the AI and ended there without a transfer or a resolution. Usually the caller hung up. |
| Direct to team | The call went straight to the queue without the AI answering first. |
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.
A call the AI transferred is counted once, under its transfer outcome. It is not counted again as a new inbound call.
## 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.
## Why calls were missed
These four reasons are mutually exclusive, and every missed call falls into exactly one.
| Reason | Meaning |
| ---------------- | ------------------------------------------------------------------------------------- |
| Nobody available | No one could be offered the call at all. Everyone was away, on a call, or in wrap-up. |
| Ring-out | It rang at least one person and nobody picked up before the ring timer expired. |
| Declined | Everyone who was offered the call actively rejected it. |
| Abandoned | The caller hung up while still waiting. |
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 staff 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.
**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.
## Missed calls by time of week
Each cell is a two-hour block in your workspace 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.
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 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, the per-member table, and per-bucket volumes. At the organization level it also includes a row per workspace.