Interval reports break up the day up into smaller time intervals enabling you to analyse data in smaller chunks.

The benefit of Interval reports

Often used in call centres, interval reports or statistics(aka Intraday) 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 if you used 284 seconds to model how many staff you needed to handle the call volumes 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 Intraday reports!

Example of 30 Minute Interval Report

Example of intraday statistics

Next steps

Upcoming Industry Events:

Virtual Coffee: Decision Making

Event Organiser:
CX Skills

This workshop will focus on building your confidence in decision-making, introduce decision-making models, and what to do when you’ve made the ‘wrong’ decisions.

Will AI Kill the Contact Centre?

Event Organiser:

During this webinar, we’ll be exploring whether or not Artificial Intelligence (AI) is going to completely kill off the contact centre.

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

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