Peak Hour Traffic (PHT) Metric

Monitor the time of day during which your company is receiving the most calls.

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Call Center KPI Example - Peak Hour Traffic (PHT) Metric

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

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