Time of day"" report

Are you looking for a graph that will show the number of transactions in for example any particular hour? I.e. the height of the bar represents the number of transactions and the series progression of the bars across the width would be the buckets for the time of day?

Hello,

We have analysts that take calls on daily basis (Date field), we measure the Average Handle Time (Time of day) and the number of tickets closed by the analyst.

I am looking for a graph to show the number of tickets closed (or calls received) as bars, the AHT as a line for the daily interactions (the X axis).

I've tried to accomplish this, but seems certain field types disappear for the field drop down when I want to plot them (Time of day).

Thank you,

Time of day is is a field like say 10:25 am, ie when you look at our watch, what time is it.  

That is not a Duration field.  A duration field type expresses how long something took.  For example if it took 15 minutes and 20 seconds to handle a call, that is a duration.  I suspect that you are using a time of day field to hold a duration and that is why the chart is not allowing you to measure the time of day.

If this is the case and you already have a lot of data entered, then that data will need to be converted once we understand who you have been entering the data. 

Thanks for the prompt reply.

I see, AHT is indeed a duration that is being measured for each analyst on each day.

If a call lasted 10 minutes, then it is entered as 00:10:00 (24 hours format) and the format shows only the minutes 00:10.

When you say "the chart is not allowing you to measure the time of day" you mean show it? as I am not trying to apply formulas...etc
 
Regards,

Please tell me the field type for the field AHT 

Time Of Day

Right, so the time of day is not a duration field.  

It is like I said above, its the time of day like what time it is.  Right now in my time zone it is 9:24 am.

So you have an incorrect field type being used to hold a duration for how long it took to handle a call.

Got it, now my question that I will have to change the type to a numerical value, right?

First of all, if you have historical data that you do not want to use, make a copy of that field right now. That will copy the data into a new field.

You can choose to make the new field a duration field, but if the data entry is entered in minutes, then a numeric field is probably easiest to wort with.

Do you have historical data entry which needs ot be converted?

I have some (~22 records) as the application is still freshly created, so I can either rework it or test with a conversion.

OK, so you will just grid edit those 22 records to correct them.  Make a new field, probably just a numeric field called [AHT minutes]

Perfect, thanks a bunch for the help!

My question is in regards to the time of day, but not so much about the fields.

I want to run a report that shows me the number of ticket created during a specific time of day.

Our offices open at 8am and close at 8pm. But I want to know how many tickets are being created during the 8am - 10am time slot.

Is that something you can help with?

np

Just make a new field of type formula Time of day called perhaps [Time of Day]

ToTimeOfDay([Date Created])

Then make a Summary Report and do a "Group Rows by" on hours.

Then you will get every hour, and not just 8 to 10.


I did not test, but it is highly likely that you can also make a pretty bar chart similarly.

Ahhhhh dang. I was using the wrong kind of report. Thank you so much. This helped immensely!