Busyness report
Free on every planStaff for when it actually happens.
Peak hours for conversations and messages, plotted as hour-by-weekday heatmaps of new conversations, messages received and messages sent. Plan cover around real demand.
The problem
Cover built on assumptions
Most rotas are designed around office hours and a hunch. Meanwhile the real peak is Sunday evening, and the queue that builds there takes until Tuesday to clear.
- Everyone at lunch during the busiest hour of the day
- Live chat unstaffed exactly when visitors are browsing
- Monday backlogs that were created on Saturday
- Opening hours set by convention rather than demand
Why teams love it
Put people where the work is
Knowing your peaks is the difference between feeling understaffed and actually being understaffed.
- Find the real peaks
- A heatmap by hour and weekday shows exactly when demand arrives, not when you assumed it did.
- Plan breaks around it
- Stagger lunches and shifts so the busiest hour is never the least covered one.
- Set honest chat hours
- Use real demand to decide when live chat should be available and when to show an offline message.
- Justify the rota
- Evening or weekend cover is much easier to argue for with a heatmap than with an opinion.
What’s inside
Three heatmaps and your peaks
Demand broken down by hour and weekday, from three angles.
- Peak hours identified
- The report calls out your busiest hours for conversations and messages directly.
- New conversations heatmap
- When conversations start, by hour and weekday: the demand that needs a first response.
- Messages received heatmap
- When customers write, including replies into existing conversations.
- Messages sent heatmap
- When your team actually responds, which shows whether cover matches demand.
- Filter by date and inbox
- Look at a season, a campaign period, or a single channel on its own.
- Pairs with chat opening hours
- Use the findings to set opening hours that reflect when people are really there.
Pricing
Free on every planFree, on every plan
The busyness report is part of every Herodesk plan, including Free.
Included free on every plan, forever.
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Pricing
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CEO · Pluspige
From a Herodesk customer
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