Is Monday the busiest day of the week for your service team?
What time should you staff up your service team for peak volume of tickets?
During those peak times, where are these requests coming from?
These are just some of the questions that we can now easily answer with two of our brand new default gauges of Tickets By Day of Week and Tickets By Hour of Day which we discuss in more detail below.
With a quick glance you can see the trend of tickets being created on a daily basis. Although Mondays may seem like the busiest day, you can see from the gauge above that Wednesday is the peak day and Friday also happens to be a high volume day. By adding the additional dimension of the Ticket Source to this gauge you can get much more visibility into where the tickets are coming from each day.
The natural next question after being able to see the tickets per day is “when are they coming in throughout the day?” From the example above you can see that there tends to be a gradual increase in the morning until the main peak just before lunch. For the remainder of the day it bounces up and down until a significant drop in volume after hours. Having this information, you are able to properly staff your response team for those peak hours. For example, during the 11am (pre-lunch) rush it might be best to have an extra resource or two log into the ticketing system and help the volume.
Of course if you don’t need to see the Ticket Sources throughout the day you can quickly remove them from the gauge, but given the valuable insights it provides we have included it in our defaults.
Have you started using these new gauges yet? Share with us how your team has improved operations based on the data found in Tickets by Day of Week and Tickets Opened by Hour!
