Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
This report puts the day of the week across the top and the hour of the day down the side, then shades each block by how much of your total volume falls in it. It answers when your week is heaviest without you reading a line chart sideways.
Build it
- In Explore, click the reports icon and then New report.
- Choose the dataset Support > Support - Tickets and click Start report.
- In Metrics, add Tickets > Tickets and select both aggregators, COUNT and D_COUNT.
- In Columns, add Time - Ticket created > Ticket created - Day of week.
- In Rows, add Time - Ticket created > Ticket created - Hour.
- Change the visualization to Table.
Turn it into a heatmap
The numbers alone are hard to scan. Change the treatment of D_COUNT(Tickets) from Normal to Color, set the calculation to % of Total on the whole result, and pick Style 1 with white as the minimum. The heaviest hours now colour in and the quiet ones stay pale.
The same picture per channel
To see whether the phone peaks at a different hour than email, build a second report on Support - Tickets with Ticket created - Hour in Columns and Ticket > Ticket channel in Rows. A channel picker appears next to the chart. Hold Command on a Mac or Ctrl on Windows to select several channels at once, or click the Ticket channel heading to show them all.
Before you draw conclusions
The hours are counted in the time zone on your own profile, not the account's, so two colleagues can read this report and put the peak an hour apart. A peak that sits an hour off from what your team experiences usually means a profile set to the wrong zone rather than a data problem. Explore also leaves daylight saving out: a timestamp keeps the hour it had, so a summer peak and a winter peak are not directly comparable. To compare whole weeks fairly, set the date range on the Ticket created - Hour attribute through Edit date ranges.
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