Introduction

The report "6. States by Hour" from the "Agents" report group allows you to see a consolidated view by hour (0–23) of your contact center's operational behavior: interaction volume and time distribution (availability, conversation, post-call, ringing, auxiliary, etc.). It is especially useful for identifying demand peaks, off-peak hours, operational load by time slot, and opportunities for adjusting shifts, breaks, and staffing.

Report Information

• HOUR: Hour of the day in 0–23 format (default values: 0, 1, 2, ..., 23). Used to analyze performance by time slot and detect operational peaks or drops.
• CALLS: Total calls/interactions recorded in that hour (consolidated). Used to measure overall volume by time slot and compare demand between hours.
• INBOUND: Number of inbound calls recorded in that hour. Used to understand inbound demand pressure and plan coverage.
• OUTBOUND: Number of outbound calls recorded in that hour. Used to monitor outbound productivity and campaign/management behavior by time slot.
• INTERNAL: Number of internal calls recorded in that hour. Used to control the impact of internal communications on operations.
• READY_TIME: Total time in READY state (ready/prepared) in that hour (hh:mm:ss format). Used to measure aggregate availability to receive interactions.
• INBOUND_TIME: Total time spent on inbound handling in that hour (hh:mm:ss format). Used to estimate effective dedication to inbound conversations by time slot.
• OUTBOUND_TIME: Total time spent on outbound handling in that hour (hh:mm:ss format). Used to estimate effective dedication to outbound conversations by time slot.
• ACW_TIME: Total time in ACW (After Call Work/post-call: closure, coding/typification) in that hour (hh:mm:ss format). Used to identify if post-call activities are consuming more time than expected in certain time slots.
• RING_TIME: Total time in RING (ringing/waiting for connection) in that hour (hh:mm:ss format). Used to detect connection delays, failed attempts, or friction in call establishment.
• LOGIN_TIME: Total logged-in time in that hour (hh:mm:ss format). Serves as a baseline for contrasting availability, occupancy, and auxiliary use.
• AHT: Average Handle Time (average handling time) calculated for that hour based on recorded events. Used to monitor efficiency by time slot and identify hours with higher complexity or longer average duration.
• OCCUPANCY: Occupancy percentage in that hour (%), calculated based on productive time versus available/logged-in time; may appear as 0.00% if there is no activity or insufficient data to occupy the time slot. Used to measure saturation and workload balance by hour.
• AUX_TIME: Total time in auxiliary states in that hour (hh:mm:ss format). Used to control breaks and validate adherence to break strategies, especially during peak hours.

Practical Note: At the end of the report, a TOTAL row appears, consolidating the volume and times of the queried range, useful for comparing the "weight" of each time slot against the total day/period.