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Creating a time period to segment call flow in Usage Analyst

You can segment call flow based on when calls are coming in, such as morning, afternoon, or night. You do this by creating time periods. Calls that come in during the time periods you create get labeled and segmented for easy reference. For example, if you operate a call center, you can use this feature to watch the traffic flow and set up staffing schedules.

 

Time periods cannot overlap. For example, if you have one time period running from 12:00–17:00, the next time period must start at 17:01 pm to avoid overlapping.

To create a time period to segment call flow:

  1. Click Reports, click Voice Reports, then click Usage Analyst. 
Usage Analyst redirect
  1. Click OK.

    Control Center opens Usage Analyst in a separate window.
Usage Analyst Home tab
  1. Click the Setup tab.
Setup tab
  1. In the Descriptions box, click Time Periods.
Time Periods
  1. Click Add Time Periods.
Add Time Periods
  1. Fill in the information for the time period:

    1. In the Time Period field, type a name for the time period. You must enter the start and end times using the 24-hour clock format (referred to as military time).

    2. In the Start Time and End Time fields, type the beginning and ending times for the time period.
Add Time Periods
  1. Click Save.
Time Periods