> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contactship.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Lead-routing report

> Interpret compliance, conversion, expiry, and the critical queue.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" route="Reports → Lead routing" permission="reports.read" addon="Lead routing" />

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.

| Metric         | Interpretation                                                    |
| -------------- | ----------------------------------------------------------------- |
| First contact  | Median first-contact time; details include mean and p90.          |
| SLA compliance | Fulfilled assignments divided by resolved assignments.            |
| Escalated      | Leads that required another level or owner.                       |
| Expired        | Expired assignments and their proportion of resolved assignments. |
| Unmanaged      | Contacts whose chain ended without handling.                      |
| Conversion     | Won contacts divided by the report’s indicated total.             |

One contact can have several assignments. Do not compare assignment counts with contact counts as if they were the same unit.

## 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.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Is the critical queue historical?">
    It describes currently unowned contacts with exhausted chains; distinguish that state from period totals.
  </Accordion>

  <Accordion title="Does fulfilled mean won?">
    No. Fulfilled means assignment requirements were met; won is a journey outcome.
  </Accordion>

  <Accordion title="Why is the report empty?">
    Check the add-on, permissions, configured board, and a date range containing routed contacts.
  </Accordion>
</AccordionGroup>

## See also

* [How it works](/en/lead-routing/how-it-works)
* [Teams](/en/organization/teams)