Intraday just refers to breaking the day up into time intervals – shorter time periods to be able to analyse data in smaller chunks.
The benefit of Intraday reports
Often used in call centres, intraday reports (aka interval reports) or statistics enable you to analyse what is happening in the call centre at particular times of the day, rather than just an average for a day.
An example is if you are reviewing Average Handling Time to use as part of your Erlang calculations.
Look at this chart below:
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 at 8:30 you would have a problem.
Why? Because the AHT for that particular interval was 360 seconds.
So the calls at the start of the day (and at the end of the day) are taking much longer than the average across the entire day.
That is the benefit of Intraday reports!
Example of Intraday Report
Next steps
- Learn more about the Most Popular Call Centre KPIs and Metrics
- Search our Events Calendar for upcoming training courses specially designed for call centre team leaders and managers.
- Download our Erlang Calculator
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