> ## 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 Metrics

> Definitions, formulas, denominators and exclusions for every phone queue reporting KPI

## Overview

The Queue report dashboard (Insights) and the phone page's Live queue view measure how call groups handle inbound calls, how the AI receptionist and your staff split the volume, and how missed calls get recovered. This page is the reference for every metric: the formula, the exact denominator, the data source, and what's excluded.

<Tip>
  Every chart in the Reports view has an info icon (ℹ) that restates the same definition in place.
</Tip>

## Data sources

Every metric is computed from call detail records written once per completed call:

| Record type   | Written when                                          | Covers                                          |
| ------------- | ----------------------------------------------------- | ----------------------------------------------- |
| Queue call    | An inbound call routed through a call group completes | Human-answered and missed queue calls           |
| AI call       | The AI receptionist finishes a call                   | AI-resolved, AI-transferred and AI-missed calls |
| Outbound call | A softphone outbound call completes                   | Callback attempts and general outbound volume   |

Records exist from the day the feature was enabled for your workspace (plus a one-time historical backfill). All day boundaries use your workspace timezone.

## Reconciliation: Total inbound

Every inbound call is counted exactly once:

```
Total inbound = AI calls (resolved + transferred + missed)
             + queue calls that did NOT arrive via an AI transfer
```

When the AI transfers a caller to your team, that creates a second call leg into the call group. The queue leg is flagged, so the caller is counted once — under the AI transfer, with the human leg's outcome shown as the transfer result. The "Where inbound calls went" bar always sums back to Total inbound:

| Segment               | Definition                                                                  |
| --------------------- | --------------------------------------------------------------------------- |
| Resolved by AI        | AI call, no transfer, not missed                                            |
| AI to staff, answered | AI transferred, a person answered the transfer leg                          |
| AI to staff, missed   | AI transferred, the transfer leg was not answered                           |
| AI missed             | Caller asked for a human and the transfer failed, or the AI call was missed |
| Answered direct       | Queue call answered by a person, no AI involved                             |
| Missed direct         | Queue call missed, no AI involved                                           |

## Queue outcomes

### Answered

A queue call counts as **answered** only when an agent accepted the ring *and* their line actually bridged into the call. An acceptance where the agent leg never connected (network failure, caller hung up mid-connect) is reported as missed.

### Missed, Abandoned, Ring-Out

**Missed** is the umbrella: an inbound queue call no person answered. Every missed call gets exactly one mutually exclusive reason:

| Reason           | Definition                                                                              |
| ---------------- | --------------------------------------------------------------------------------------- |
| Nobody available | At the routing decision, no member was eligible to ring (all away, busy, or in wrap-up) |
| Ring-Out         | The call rang one or more members and nobody picked up before the ring timeout          |
| Declined         | Every member the call was offered to actively rejected it                               |
| Abandoned        | The caller hung up while waiting, before a ring timed out or was declined               |

"To voicemail or fallback" is not a fourth outcome — it records where the caller was redirected after a miss (voicemail or the number's fallback), and overlaps with Nobody available and Ring-Out.

### Ring-Out Rate

```
Ring-Out Rate = ring-out misses / calls offered to at least one agent
```

The denominator is disclosed on the tile ("N of M offered to agents"). Calls that were never offered to anyone (Nobody available) are excluded from the denominator, so this KPI isolates routing and pickup problems from staffing coverage problems.

## Service metrics

| Metric                    | Formula                                | Notes                                                                                     |
| ------------------------- | -------------------------------------- | ----------------------------------------------------------------------------------------- |
| Service level             | answered within 20s / all answered     | Wait measured from call start to agent bridge                                             |
| Avg speed of answer (ASA) | sum of answered waits / answered count | Mean, not median                                                                          |
| Longest wait              | max wait across all queue calls        | Includes missed calls (a caller who waited 3 minutes and hung up counts)                  |
| Talk time buckets         | answered calls by talk duration        | `<30s`, `30–60s`, `1–2m`, `2–5m`, `5m+`. Buckets are half-open: exactly 60s falls in 1–2m |

Wait time for a missed call is measured from call start to the end of the call.

## Recovery after a miss

Two separate signals, plus their union:

| Metric            | Definition                                                                                                                                                                |
| ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Caller retried    | The same number reached a person on a later inbound call inside the report range                                                                                          |
| We called back    | An outbound call was placed to the missed number after the miss; "reached" means the customer actually picked up. Median recovery time is miss → first connected callback |
| Never reconnected | Missed calls with neither signal (each miss counts once, even if both happened)                                                                                           |

Matching is by phone number inside the selected date range. A callback placed after the range's end, or a miss recovered in a different workspace, does not count.

## Agent table

Per member of the call group, over the selected range:

| Column      | Definition                                 |
| ----------- | ------------------------------------------ |
| Offered     | Calls that rang this person                |
| Accepted    | Calls they answered (and bridged)          |
| Declined    | Calls they actively rejected               |
| Timed out   | Calls that rang them and lapsed unanswered |
| Answer rate | accepted / offered                         |
| Avg talk    | total talk time / accepted                 |

A call offered to three people counts as offered for all three; only the answering agent gets an accept.

## Member unavailability

For every missed call, the report keeps what each group member was doing at the last routing decision — on a call, ringing another call, in after-call work, or away. The "Why members were unavailable" chart sums those per-member states over all missed calls in the range, so the count is member-instances, not calls.

## Active and Away

Each teammate has one availability setting per workspace: **Active** or **Away**.

* **Active** means you receive round-robin chat assignments and phone queue calls.
* **Away** removes you from both until you flip back. You can still open and reply to anything manually.
* The system can also set you Away automatically after a streak of missed inbound calls, so a stepped-away agent stops receiving calls that would go unanswered.

You can change this setting in **Settings > Profile** for each workspace.

Statuses come from the same rules the router uses to pick who rings, so the report can never disagree with routing behavior.

## Interval reporting

Volume charts bucket by day for long ranges, or by 60/30/15-minute intervals for ranges up to a week (15/30-minute intervals up to two days). Series: queue answered, queue missed, AI-answered inbound, outbound placed. Interval bucketing steps fixed intervals from the first day's midnight in the workspace timezone.

## Organization rollup

The Phone queues tab on organization Insights sums the same per-workspace reports across the workspaces you can access (admins see all, members see their own). Two differences at org level: recovery matching stays within each workspace, and the median callback recovery time isn't shown (medians can't be summed across workspaces).

## Exclusions

* Direct inbound calls to numbers with no call group are not queue calls and appear in none of these metrics.
* Outbound AI campaign calls are excluded from inbound reconciliation.
* A report window caps at the most recent 10,000 records; if a range exceeds that, the report says so and drops the oldest calls first.