Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
When contacts arrive, by day and by hour. The report that turns staffing from guesswork into arithmetic.
Build it
- Ticket dataset.
- Metric: tickets created.
- Attributes: day of week, and hour of day.
- Filter: the last three months, excluding spam.
- A table or heat map.
Use three months
One week is noise; a quarter shows the pattern. Long enough to be stable, short enough to reflect how things are now.
Check the time zone
The report uses the account time zone. If that is not where your customers are, every hour is shifted, and the staffing conclusion is wrong by that offset.
Split by channel
Phone and messaging peak sharply and need people at that moment. Email arrives all day and can be absorbed. Staffing to a combined curve overstaffs one and understaffs the other.
The Monday morning peak is real
Most support operations see it. Whether yours does, and how large, is exactly what this report answers, and it is the single most actionable staffing fact available.
Compare arrival with capacity
Overlay when people are actually working. The gaps are where the queue grows, and they are usually at the start of the day and over lunch.
Watch what falls outside opening hours
Contacts arriving overnight or at weekends are a case for either extended hours or an AI agent, and the volume tells you which is worth it.
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