Contact Traffic Heatmap
The Contact Traffic Heatmap gives an overview of inbound contacts queued by time of day and uses heatmaps to provide visual representation of when the most contacts are being received. It uses a console type styling.
The heatmap will automatically categorise the the heat from low to high based on the reporting date range.
The report is updated on a daily basis.
Report Fields
The report contains the following fields.
| Field | Description |
|---|---|
| Grade of Service vs Abandon Rate | The Grade of Service vs Abandon Rate reports the percentage of contacts handled with service level answer time and percentage of contacts abandoned by hour during the reporting period using a column chart with line graph. |
| Contacts by Day in Month Heatmap | The Contacts by Day in Month Heatmap uses a heatmap to display which days within the reporting period had the least to most traffic. |
| Contacts by Hour and Day Heatmap | The Contacts by Hour and Day Heatmap uses a heatmap to display which hours on each day within the reporting period had the least to most traffic. |
Report Filters
The report contains the following inbuilt filters.
| Field | Description |
|---|---|
| Queue Selection | The Queue filter can be used to select one or more queues to report on. With the filter applied values in the report will be updated to reflect what was selected. |