Overview:
The Busy Hour Report analyzes inbound and outbound calls for a specific phone number and extension, displaying call volume in one-hour increments.
This report helps you:
- Identify peak call times throughout the day
- Spot abandoned calls or voicemail trends
- Detect potential overstaffing periods
By understanding when your busiest hours occur, you can optimize staffing and improve customer experience.
The Search:
To perform a device information search, you will first click "Webex Calls" at the top of the page, and scroll down to "Busy Hour"
Administrators will have a text box where they can enter the number they are searching for. Managers and end users will be able to select a search from a dropdown.
Required fields:
Number to search for
Date range - this can be manually selected on the left, or picked from the pre-defined dates on the right (but not both).
Optional fields:
The "start hour" and "end hour" are optional. These allow you to limit calls across multiple days to certain hours. For example, you can choose a report range of last week, and set the start hour to 8am, and end hour to 5pm. This will allow you to see a weeks worth of calls, only while your organization is open, omitting after-hour calls.
Result:
Here you can see the calls to our target number, broken up into one hour increments. We can see what calls were answered, abandoned, or went to voicemail.
If you would like this report sent to your email on a recurring basis, click the green "make this search a tailored report" button.