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The report shows what happened to routed contacts: who received them, how long handling took, and their outcomes. Choose the range and team before comparing results. One contact can have several assignments. Do not compare assignment counts with contact counts as if they were the same unit.

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Use the detail views

  • The Critical queue shows contacts that exhausted their chain and currently have no owner. Review them to decide the next handling action.
  • Teams and Advisors compare volume, compliance, expiry, first message, and tagging. Advisor rates receive color indicators from five assignments onward; small samples produce unstable percentages.
  • Outcomes splits results by advisor, team, channel, escalation, or column.
  • Hourly load shows active contacts and entries by time slot to help size shifts.
Use Download CSV and retain the selected range and team. For large changes, also inspect configuration changes: a different deadline or requirement can change compliance even when team speed has not changed.

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Frequently asked questions

It describes currently unowned contacts with exhausted chains; distinguish that state from period totals.
No. Fulfilled means assignment requirements were met; won is a journey outcome.
Check the add-on, permissions, configured board, and a date range containing routed contacts.

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See also