The “Workload in chats by hours” widget can be found by following the way Home → Sales reports.
It makes it possible to monitor the number of dialogs entering the system every hour during the selected period. Such analytics allows you to identify peak hours of activity, those moments when customers communicate most actively (when the largest number of dialogs, feedback or requests from customers are received).
This will allow you to distribute the work schedule of managers effectively in accordance with the flow of requests. By identifying peak hours, you can employ more staff to provide efficient service, while reducing staff during less active hours. In addition, this analytics will help determine the optimal time to launch advertising campaigns.
The widget itself is a color-graded matrix showing the correlation between the hour of receipt of a new dialog and the day of the week. The darkest cells tell us about high workload during this time period.
In each cell when you hover you can see:
- total number of dialogs received during this hour
- the number of dialogs within a separate channel received during this hour.
Line “During the day”
The line displays the sum of all dialogs for the day.
The time period is not taken into account here, that is, if several days are selected in the date filter, then just the total number of dialogs for the selected period will be displayed in the context of the day of the week.
Column “For the whole period”
The column displays the sum of all dialogs by hours for the selected period of time.
Filter operation
The following filters can be applied to the chart:
- Filtering by date or period. You can select a period or date.
- Filtering by channels. You can select one or more channels.
- Filtering by managers. You can select one or all managers.
The data in the widget is updated once an hour.