Conversation Heatmap

the chats docid\ gbjns2wkgebszf5evi07n heatmap reports overview docid\ w77fotsoi3fpy lzwmcj2 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 navigate to the reports overview docid\ w77fotsoi3fpy lzwmcj2 module from the left hand menu under the chats docid\ gbjns2wkgebszf5evi07n 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 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 right click on the graphs only (tables cannot be exported) click the download the download will start automatically the file will be downloaded as an image with the graph selected practical use cases resource planning use the heatmap to identify peak hours and allocate agents accordingly identifying trends spot shifts in customer interaction patterns over time to adjust strategies campaign effectiveness evaluate how promotional campaigns impact conversation volumes on specific days or times best practices focus on peak periods use the heatmap to understand peak engagement times and ensure adequate staffing segment by status analyze open and closed conversations separately to identify follow up needs or resolution trends combine with other reports pair the heatmap with the response performance report to assess whether peak times align with response efficiency faqs what is the conversation heatmap report used for? this report helps visualize when conversations are most frequently opened or closed during the week, broken down by time blocks it supports better scheduling, staffing, and engagement strategy who can access the conversation heatmap report? admins, managers, and users with access to the reports module can view this report restricted users will not have visibility what does the heatmap actually display? the heatmap shows the number of conversations, either opened or closed plotted against days of the week (x axis) and hourly time intervals (y axis) darker colors mean more conversations during that time block can i view both open and closed conversations? yes, the status filter allows you to switch between open conversations and closed conversations, depending on the type of interaction you want to analyze how can i tell the exact number of conversations at a specific time? hover over any heatmap cell to see a tooltip with the exact conversation count for that time and day can i filter the data by timeframe? yes, the period selector allows you to filter the heatmap based on various timeframes, such as today, last 7 days, this month, or a custom range can i export the heatmap? yes right click on the heatmap chart and select download the image will be downloaded automatically please note that table exports are not supported what insights can i gain from this reports overview docid\ w77fotsoi3fpy lzwmcj2 ? you can identify peak engagement hours, spot unusual spikes in traffic, and correlate them with campaigns, outages, or seasonal behaviors this allows for better resource planning and operational decision making how often should i check this report? weekly reviews are recommended, especially before scheduling shifts or launching new campaigns more frequent checks may be helpful during promotions or service disruptions why is the conversation heatmap report useful if it doesn’t show individual messages or detailed chats? the purpose of the conversation heatmap is to offer a high level visual overview of when customer engagement peaks it helps with operational planning, such as optimizing agent shifts and response strategies, rather than tracking individual conversations for detailed conversation analysis, use the conversation analytics report instead