Call Centre Interval

Call Centre Interval reports break up the workday into smaller time intervals enabling you to analyse data in smaller chunks. Common intervals used in call centre reporting are 15 minutes, 30 minutes or 60 minutes.

Typically, the smaller the call centre, the longer the internal reports you would use. E.g. A small call centre would use 60-minute intervals, a large call centre with lots of agents would use 15-minute intervals.

The benefit of Call Centre Interval reports

Often used in call centres, interval reports or statistics (aka Intraday reports) enable you to analyse performance in the call centre at particular time periods during the day, rather than just an entire average for a day.

An example is if you are reviewing Average Handling Time to use as part of your Erlang calculations to determine how many staff you need.

Look at this chart below:

Average Handling Time Interval Report
Average Handling Time Interval Report

The AHT average for the entire day was 284 seconds but as you can see, there is clearly a lower AHT during the middle of the day and much high AHT at the start and end of day.

So if you used the daily average of 284 seconds to model how many staff you needed to handle the call volumes at 8:30, you would have a problem!



AHT for that particular interval was 360 seconds meaning the calls are going longer than the daily average.

In that instance, you’ve got a choice:

Put more staff on, or accept a lower Service Level.

That is the benefit of interval reports!

Example of 30 Minute Interval Report

Example of intraday statistics

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