Do you know your help desk's busiest hours?
Managing a help desk has a lot in common with driving. While driving, you account for traffic patterns and asses peak hours to avoid traffic. Likewise for a help desk, you need to analyze incoming ticket patterns, and identify busy hours so you can plan to bring in additional help or rearrange shifts to effectively tackle incoming tickets.
Say you receive a total of 100 tickets a day, out of which 50 tickets come in between 11am and 3pm. These are your busiest hours. Using this insight, you can now allocate more resources during these hours to ensure tickets are resolved swiftly.
Here is a sample report showing the hourly breakdown of incoming tickets for a 24X7 help desk.
From the report, you can see that this help desk receives the maximum number of tickets from 11am to 4pm and then again from 8pm to 3pm. These are the busiest hours. Based on these insights, the help desk manager can make plans to allocate more resources during these hours.
Note: Because our sample data set is for a 24/7 help desk, we get two sets of peak hours (11am to 4pm; 8pm to 3pm); depending on your help desk data, your report can have one or more peaks.
To create this report, please fill your fields as given in the image below:
