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Reports Overview
Reports: Chats

Conversation Heatmap

9min

The Conversation Heatmap Report visually displays the distribution of conversations over days and time intervals, providing actionable insights into peak engagement times. By understanding when customer interactions are most frequent, businesses can optimize staffing and response strategies.

Purpose

The report helps identify patterns in customer interactions by visualizing the frequency of opened or closed conversations across days of the week and times of the day. This supports better planning for agent availability and resources.

Getting Here

The Conversation Heatmap Report is accessible to Admins, Managers, and users with access to the Reports module.

  1. Navigate to the Reports module from the left-hand menu.
  2. Under the Chats section, select Conversation Heatmap.

Using the Report

Heatmap Visualization

  • Time Blocks: The Y-axis represents time intervals, while the X-axis represents days of the week.
  • Color Intensity: Darker shades indicate higher conversation counts, while lighter shades signify lower activity.
  • Legend: A gradient at the bottom provides context for the intensity of activity.

Filters

  1. Period Selector: Choose a timeframe such as Today, Last Week, or Custom Date Range.
  2. Status Filter: Switch between:
    • Open Conversations: View heatmap for ongoing enquiries.
    • Closed Conversations: Analyze resolved interactions.

Interactivity

  • Hover over specific time blocks to view the exact count of conversations for that period.

Exporting the Data

The heatmap data can be exported following these steps:

  1. Right Click on the graphs only. (Tables cannot be exported)
  2. Click the Download.
  3. The download will start automatically.
  4. The file will be downloaded as an image with the graph selected.

Practical Use Cases

  1. Resource Planning:
    • Use the heatmap to identify peak hours and allocate agents accordingly.
  2. Identifying Trends:
    • Spot shifts in customer interaction patterns over time to adjust strategies.
  3. Campaign Effectiveness:
    • Evaluate how promotional campaigns impact conversation volumes on specific days or times.

Best Practices

  1. Focus on Peak Periods:
    • Use the heatmap to understand peak engagement times and ensure adequate staffing.
  2. Segment by Status:
    • Analyze open and closed conversations separately to identify follow-up needs or resolution trends.
  3. Combine with Other Reports:
    • Pair the heatmap with the Response Performance Report to assess whether peak times align with response efficiency.

FAQs



Updated 25 Dec 2024
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