Engage Digital | Interactions per hour report

Last updated on November 24, 2021
The Interactions per hour report shows you the average number of created digital interactions per hour over the selected period. You can use this report to manage your team sizing and forecast of incoming interactions.
 
The report shows the average number of with an interactions, the total number of interactions and the percentage of the total number over the selected period. If a day is selected as a period, the average will be equal to the total. If the period is greater than one day, the average is calculated per slot and then the total. 
 
For example, you select to show the interactions from 12am to 11pm. You see that the average number of interactions for most of the day is fewer than 3 interactions per hour. You also see a peak of about 2 interactions per hour from 2:00am to 2:59am and another peak of nearly 3 interactions per hour from 11:00am to 11:59am.
Tasks by hour report
If an interaction has been transferred from one agent to another, it will be counted only once. The same behavior occurs for deferred interactions – an interaction that has been created after the deferred period is not taken into account.
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