Heatmap Report
Last Update: Oct 2024 • Est. Read Time: 2 MINThe Heatmap report helps you understand your organization's activity throughout the week and identify busier periods. By default, the report shows data for the last 7 days. You can change the default time range to get insight on how active a specific period of time was for your organization. For example, with this report you could view what the average inbound volume of chat conversations per hour, per day was over the last three weeks and make an informed decision on how many agents to staff to meet demand next week.
Who can access this feature? | |
User types | Managers can access reports. |
To access the Heatmap report, select Reporting, and then select Heatmap.
You can use the drop-down menu on the upper-left corner of the report to view data for the following metrics:
- Avg. Inbound Conversations is the average amount of conversations received per hour, per day. Darker colors indicate more inbound conversations for that day/time.
- Avg. First Response Time is the average time between the customer's first inbound message in a conversation and the agent's response to that message per hour, per day. Darker colors indicate a longer response time for that day/time.
- Avg. First Resolution Time is the average time between the initial inbound message and the first time a conversation is marked Done per hour, per day. Darker colors indicate a longer resolution time for that day/time.
Note: To better understand how the time a conversation is created impacts its performance across metrics such as First Response and First Resolution Time, all metric selections in this report are placed into day of the week and hour of the day buckets according to the conversation.createdAt date and time.
You can hover over any cell in this report to see the the average value for that day/hour.