Business support

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 the Reports tab, then click the Voice Reports subtab. 
  1. Click Usage Analyst.

Control Center opens Usage Analyst in a separate window.

  1. Click the Setup tab.
  1. In the Descriptions box, click Time Periods.
  1. Click 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.
  1. Click Save.
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