What does the Hourly Heatmap do?
The hourly heatmap is a tool that displays call activity throughout the day, providing insights into when calls are occurring. This feature helps you visualize call patterns through an interactive chart that groups calls by direction and type.
Key features
The hourly heatmap provides insights classified into two main categories:
Call direction
All calls
Inbound calls
Outbound calls
Qualified inbound calls
Qualified outbound calls
Stack time metrics
Average duration
Total duration
Average talk time
Total talk time
Average wait time
Total wait time
Additionally, the heatmap includes a table with color coding to indicate call volume:
White means fewer Calls
Green means more Calls
What problem does this solve?
The hourly heatmap helps you identify when your team is busiest with calls. By showing call patterns hour by hour for both inbound and outbound calls, you can:
Identify peak calling times
Plan staff schedules more effectively
Monitor workload distribution
Track usage of automated calls versus manual calls
Ensure proper coverage during busy periods
How can a business admin use this?
Business admins can access the hourly heatmap by logging into their Aloware account and navigating to the Insights tab.
The heatmap defaults to show the last 30 days of call data, but this can be adjusted to specific timeframes using available filters: date filter, filter by user, filter by line, filter by team.
Admins can analyze trends in call activities, assess how different call types impact overall workloads, and monitor the performance of integrations. Additionally, they can export the data in PDF format, making it easier to share insights with others within the organization.
How does the hourly heatmap integrate with other Aloware tools?
The hourly heatmap integrates with other tools within the Aloware system, creating a comprehensive overview of your call activities.
What configuration is needed for this report?
The hourly heatmap is readily accessible within your Aloware account without any additional setup. Users need only admin access to log in and start exploring the report. The system automatically tracks and categorizes calls, providing daily updates for ongoing visibility.
Users have the option to customize their views by adjusting date ranges and applying filters, although this is not necessary for basic usage.