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


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.


Time of day when most calls come in

Reporting frequency


Example of KPI target



Manager, Call team


Busiest hour for traffic

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