Introduction

The report "5. Workforce by Hour" from the "Skills & Services" report group allows you to estimate how many agents you need for each hour of the day to handle the demand of a specific skill (or all skills, using the ALL option), based on the volume of inbound calls and the average handling time.

Note: It is necessary to select either the ALL option (all skills) or a specific skill by its ID in the SKILL field.

Report Information

• SKILL_NAME: Shows the scope of the calculation by skill; it may appear as All (when ALL is chosen in the filter) or the name of the skill when generated for a specific skill.
• HOUR: Indicates the hour of the day to which the row corresponds (24-hour format; typical values between 00 and 23), for analyzing demand by time slots.
• INBOUND_CALLS: Total number of inbound calls recorded in that hour for the selected skill; used as direct input for sizing the handling load.
• INBOUND_CALLS_UNIQUE_CUSTOMERS: Number of unique customers who generated inbound calls in that hour (deduplicated), useful for differentiating volume due to repetition vs. volume from different users.
• AHT: Average Handle Time or average handling time associated with that hour (hh:mm:ss format); reflects how long, on average, the team takes to handle calls in that time slot.
• AGENTS_NEEDED: Estimate of agents required to cover the demand for that hour based on observed behavior (volume and times); typically shown as an integer per time slot and may appear as "–" in total/summary rows where direct hourly calculation does not apply.