Plans and permissions:
- View the Trends report: Admin, Manager, Team Lead, or Standard role, or a custom role with Support volume trends set to Can view
Use the Trends report to see how your contact volume changes over time and which days are busiest. It answers questions like “What’s my busiest day on chat?”, “How has volume changed this quarter?”, and “Which channel gets the most contacts?”. It shows actual volume as daily or weekly totals, and as averages for each day of the week.
To open it, go to Report > Support volume and select the Trends tab.
Read the report
- Choose a date range at the top left.
- Choose a channel, or choose all channels to see them together. With all channels selected, each channel has its own color in the charts.
The report updates on a schedule rather than instantly. See Data update times in reports.
Trends over time
A line chart of volume over the date range. Select Daily interval to plot one point per day, or Weekly interval for one point per week. Hover over a point to see the number of contacts for that day or week.
Day of week averages
A bar chart of the average number of contacts for each day of the week in the date range. Hover over a bar to see the average for that day and channel.
The table below the chart lists each weekday’s average contacts and average service level. The rows at the bottom show the average, minimum, and maximum across all days.
Report metrics
| Metric | What it means |
|---|---|
| Contacts received | The number of contacts, such as calls or chats, that came in during the interval. |
| Cases opened | For email, the number of cases created during the interval. |
| Service level | The percentage of contacts whose first response met the target response time in your staffing parameters for the channel and queue. Contacts without a first response aren’t counted. |
For how service level and contacts received are calculated, see Case resolution and response metrics.