Engage Digital | Messages per hour report

Last updated on November 24, 2021
The Messages per hour report shows you the absolute number of messages per hour over the selected period. The report shows, per hour, the average number of messages, the total number of messages and the percentage of the total number over the selected period.
 
If a day is selected, the average will be equal to the total. If a period greater than one day is selected, the average is calculated per hour time slot and then the total.

Workforce management based on the flow of incoming messages

You can use the Messages per hour report to manage your workforce based on incoming message flows. To do this, you select Incoming in the messages from the messages filter. 
 
This report can be used together with the Messages by day report to see both daily and hourly data.
 
For example, suppose that your incoming message flow is greatest between the hours of 11am and 12pm. You would want to use more agents when you see your highest incoming message flow.
Messages by hour report
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