Peak Hour Traffic (PHT)
Monitor the time of day during which your company is receiving the most calls.
Overview
Monitor when your busiest time of day is in terms of incoming calls with the Peak Hour Traffic metric. This metric helps you properly prepare for the greater influx of calls coming in during the high point of the day, and ensures your team is aware of when they should expect to be doing the most call work.
Formula
Time of day when most calls come in
Reporting frequency
Monthly
Example of KPI target
2pm
Audience
Manager, Call team
Variations
Busiest hour for traffic
