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This report charts inbound call traffic levels during individual hour blocks. The goal is to help you visualize when the highest-traffic periods are, and to plan agent availability accordingly.

  1. Create a new Activities >> Tasks and Events type report in Salesforce.
  2. Set the following standard filters:
    • Show: "All Activities," "Completed Activites," "Tasks"
    • Date Field: "Date"
    • Date Range: "Last 30 Days"
  3. Add the following custom field filters:
    • Call Type equals to "Inbound"
    • ImpressionId not equal to "" (blank)
  4. In the Preview heading, change the report format from "Tabular" to "Matrix."
  5. Click the Remove All Columns link to remove superfluous detail fields.
  6. From the Fields area, drag the Call Hour field into the row grouping area.
  7. Click Add Chart and edit the following settings:
    • Select Type: Line chart (third icon from the left)
    • Y-Axis: "Record Count"
    • X-Axis: "Call Hour"
    • Group By: (nothing selected)
    • Click OK to finish.
  8. The report is ready! Click Save, give it a name and assign it to a folder.

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