Measure helpdesk performance: Busiest timesUpdated an hour ago

The Busiest times report shows one ticket metric spread across every hour of every day of the week as a heatmap, with your business hours marked. Use it to line up staffing with real demand, and to see whether the hours you're covering are the hours your customers actually write in.

Open the Busiest times report

When you select the Overview category from the menu, you can access the Busiest times report from the fourth tab along the top of the page.

1. From your helpdesk, select  Analytics in the product switcher at the top of the left sidebar.
2. In the menu, locate  Helpdesk performance, then click Overview.
3. At the top of the page, click the Busiest times tab.

Reporting metrics

Unlike the other Overview reports, the Busiest times report has no metric cards and maps one metric at a time. The available metrics in the Busiest times report include:

Change the metric on the heatmap

The Ticket Metric filter is always visible at the top of the page. Use it to choose which metric the heatmap displays.

1. At the top of the Busiest times report, click the Ticket Metric filter.
2. Select a metric from the dropdown menu.

Heatmap

The heatmap has one row per hour of the day and one column per day of the week, from Monday through Sunday. Each cell holds the total for the metric you selected, aggregated across every occurrence of that hour and weekday inside your date range. For example, a Tuesday 10:00 cell over a 30-day range sums all four or five Tuesdays at 10:00.

Cells are shaded by volume, so the busiest blocks stand out without reading the numbers. The legend below the heatmap also marks which cells fall inside your configured Business Hours. A dark cell outside your business hours is demand arriving when nobody is scheduled.

FAQ