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Time of Day Analysis dossier

Contact Center metrics such as Call Volume and Utilization follow a clear pattern based on the day of week and the time of day. For instance, based on the type of business, call volumes may see an increase or decrease during the weekends. Likewise, several key contact center metrics are also directly influenced by the day of week and time of day.

Using the IT Contact Analytics Time of day Analysis Dossier, you can track and analyze patterns of the following key metrics at a specific hourly interval:

• Call Volume
• Redirected on No Answer (RONA)
• Average Handle Time
• Average ACW Time
• Utilization

Sections in the Dossier:

The Time of day Analysis Dossier consists of 5 sections represented using dot selectors shown below.

Each of these selectors allows you to perform detailed analyses based on the metrics mentioned above.

• Call Volume
• RONA
• Avg Handle Time
• Avg ACW Time
• Utilization

Viewing the Time of day Analysis Dossier:

Each section in the Time of day Analysis Dossier provides the following options to filter the contents of the Dossier :

• Agent Group: Group to which the agent belongs
  
  
• Week: Range of weeks for which, the data is displayed
  
• Hour: Range of hours for all days in the selected week range
  
  The Hour value stands for the preceding 60-minute interval. For example, Hou value 11 indicates the 10 am – 11 am interval.

Note:

• Data displayed in this Dossier is based on the filters selected and the filter selections are separate for each tab.
• In this document, we will make the following assumptions for the Week and Hour filters:
  • Week: 6th February, 2017 – 27th February, 2017
  • Hour: 11-12 (10 am – 12 pm)

In each section, data is displayed in a grid with the following axes:

• Day name: Name of the weekday.
• Hour: Hours of each weekday.

Each cell in this grid contains the average value of a metric calculated over an hour for all occurrences of a specific day of week over the selected week range.

For instance, the value displayed in the “Call Volume” section for the 11th hour on Monday is the average of the Call Volume metric during the 10 am -11 am interval on all Mondays between 6th and 27th February, 2017.

Metrics Used: