Heatmaps allow you to quickly visualize your activity and service levels hour by hour throughout the week. In this guide, you’ll learn how to read your heatmap metrics, understand performance indicators, and analyze call, SMS, and omnichannel analytics.

Analyze trends using Heatmaps

1. Understand and read your Heatmap

The Heatmap uses color-coded graphics to display hourly activity data over the course of a week.

1. Go to your Call, SMS or Omnichannel analytics page
2. Scroll to the Heatmap graphic
3. Select the specific indicator you want to view.
4. Check your data based on an average of each week (Ex : "Monday X4" means the data it's an average of 4 mondays).

Color intensity indicates a higher workload. More intense colors show moments where your users experienced a higher workload compared to other times of the day.

The color-coded layout is designed to help you quickly identify spikes or drops in your service performance. 

2. Review your Analytics indicators

Go to your Call Analytics page.

Key Call Metrics:

• Total calls: Average data of total calls based on the period you set on your filters.
• Incoming calls: Average data of total incoming calls based on the period you set on your filters.
• Answered incoming calls: Average data of total answered incoming calls based on the period you set on your filters.
• Outgoing calls connection rate: Average connection percentage of outgoing calls based on the period you set on your filters.
• Missed calls: Average data of total missed calls based on the period you set on your filters.
• Outgoing calls: Average data of total outgoing calls based on the period you set on your filters.
• Connected outgoing calls: Average data of total successfully connected outgoing calls based on the period you set on your filters.
• Service level: Average percentage of calls answered within your defined wait threshold based on the period you set on your filters.
• Wait time: Average time callers spent waiting in the queue before being connected based on the period you set on your filters.
• Advanced service level: Average in-depth service level data calculated based on your custom business hours and filter settings.
• Unique callers: Average number of unique telephone numbers that contacted your system based on the period you set on your filters.
• Hold time: Average duration callers spent on hold after initially being answered based on the period you set on your filters.

Key SMS Metrics:

Go to your SMS Analytics page.

• Total SMS messages: The total volume of both sent and received text messages during your selected time frame.
• Incoming SMS: The total number of text messages received by your numbers.
• Outgoing SMS: The total number of text messages sent out by your users.
• Total fragments: The total number of character parts processed (longer text messages are split into multiple fragments).
• Incoming fragments: The total number of text fragments received.
• Outgoing fragments: The total number of text fragments sent.
• Fragment campaigns: The total number of fragments processed specifically during your outbound SMS campaigns.
• SMS campaigns: The total number of text message campaigns sent during your selected time frame.

Keep track of your fragment count to better manage messaging costs, as mobile carriers bill messages based on total fragments rather than single SMS blocks.

Key Omnichannel Metrics:

Go to your Omnichannel Analytics page.

• Total messages: The combined total of all messages sent and received across all integrated digital channels (such as WhatsApp, live chat, or Facebook Messenger).
• Incoming omnichannel messages: The total number of customer messages received across all integrated digital channels.
• Outgoing omnichannel messages: The total number of agent responses and outbound messages sent across all integrated digital channels.

🎉 You now know how to analyze your analytics heatmaps and can use this data to optimize team staffing and manage call spikes efficiently!