Intraday

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:

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 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

Example of intraday statistics
Example of intraday statistics (using 30-minute intervals)

Next steps

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In this session, Vinod Muthukrishnan, Cisco`s Chief Growth Officer for the Contact Centre Business, will explore two key areas around Customer Experience:

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