The Hourly Time Averages report breaks down statistics at an hourly level over the date range, enabling you to see the activity that Fonolo is handling for you at different hours of the day, as well as the type of activity. Here, you can see information on three key statistics that you can include in your reporting:
- Average Minutes of Hold Time (1) – This is the average amount of time spent on hold per successful call-back at different hours throughout the day.
- Average Minutes of Talk Time (2) – This is the average amount of time spent that the Agent and Client spent talking per call-back at different hours throughout the day.
- Minutes of Hold Time Saved (3) – This is the average number of minutes of hold time, for successful call-backs, that Clients were saved from within the date ranges selected at the top right corner of the page.
The Average Minutes of Hold Time and Average Minutes of Talk Time will be displayed at the same time in the graph towards the bottom of the page (4). To export the data into a CSV file, click the ‘Export Results’ button (5) in the top right corner of the page.