What is the call volume heatmap?
The Call Volume Heatmap in the Insights menu displays patterns in call volume across days of the week and hours of the day. It helps teams identify when most calls happen, making it easier to review activity and manage staffing.
How can admins utilize the call volume heatmap?
Admins can rely on the heatmap to monitor usage trends and make informed staffing decisions. It is especially useful for support teams or call centers where shifts need to match customer demand.
The heatmap is available under the Insights menu and does not require any setup. Select the Call Volume Heatmap tab to begin. From there, admins can apply filters to narrow the data by date range, call direction (inbound or outbound), users, lines, or teams. These options support more specific analysis, such as reviewing performance within certain departments.
By regularly reviewing the heatmap, managers can avoid overstaffing during quiet periods and prevent missed calls during peak hours. The report can also be used for performance review when filtered by users or teams.
Filtering the data
To focus your view, the heatmap includes several filters. You can apply a date range to examine activity during specific periods. Call direction allows you to separate inbound from outbound calls. Additional filters for users, lines, and teams help isolate activity within particular groups.
For example, filtering for "This Week" on a Thursday means Friday data will not appear yet. Narrowing the view to a specific team helps you identify when that group is handling the most calls.
How to interpret and use the data
The heatmap presents time on one axis and the day of the week on the other. Each cell reflects call volume, with darker shades typically representing higher traffic.
This format helps identify:
The busiest times of day
Which weekdays receive the most calls
When volume is low and may require fewer staff
For instance, if most calls occur between 10 AM and 1 PM, you may consider adjusting shift schedules to ensure staff coverage during those hours.
How does the Call Volume Heatmap integrate with other tools?
The Call Volume Heatmap is available within the Insights menu and functions alongside other reporting tools. Data from the heatmap can be exported for reporting or further analysis.
Admins can export the heatmap data in PDF or CSV format.
