How to read the VERM Calls Per Hour report

The VERM Calls Per Hour report takes the same calls the per-day report counts and spreads them across the hours of the day instead of the calendar. By default each row is a 30-minute interval, and the report shows every interval across the 24 hours, even the ones with no call activity, so the quiet stretches are as visible as the peaks.

Answered call distribution per hour

Each interval shows the number of answered calls that started inside it and that interval's share of all answered calls in the report. A small bar graph ranks each interval against the others, then the average, minimum, and maximum call length appear with their own bar graph. The section finishes with a line graph that tracks answered calls and average call duration across every interval, which is the chart you scan first to find your daily peak.

As in every VERM report, answered means the call's log user id was not VDAD or VDCL. Those placeholder ids mark calls that the dialer handled but no agent picked up, so they are kept out of the answered intervals.

Wait time and the other per-hour sub-reports

The report stacks the same interval layout for several more measures, each with its own bar and line graphs. The shape never changes from one sub-report to the next, so once you can read one column you can read them all.

• Answered call wait time per hour replaces call length with the average, minimum, and maximum wait an answered caller faced in each interval, then line-graphs it. Wait time is taken from inbound calls only, the seconds a caller spent holding before pickup, so this is your intraday Average speed of answer (ASA) picture.
• Unanswered call wait time per hour does the same for calls that went unanswered, so a spike tells you which intervals are pushing callers to abandon.
• Sales per hour, Queue length per hour, Schedule Adherence per hour, and Inclusive SLA per hour each map their number onto the same interval grid.

The intraday view is where staffing problems become obvious. Lay the wait-time line over the answered-call line and the gap between them is where your Ingroup ran short of agents. Schedule Adherence per hour, which counts how many distinct agents were logged in during each interval, tells you whether the dip was a break-coverage gap or a genuine volume surge, and Inclusive SLA per hour shows the share of calls answered inside each wait-second band so you can judge intraday Service level honestly. Those wait-second bands start at five-second steps up to twenty seconds and then widen to ten-second steps up to two minutes, and a custom report can reshape them if your targets are tighter.

A common pattern looks like this: answered volume holds steady through lunch but the wait-time line spikes for two or three intervals around midday. That is almost always agents staggering breaks without coverage, and it is invisible on a daily total because the busy and slow halves of the day cancel out. The per-hour report is the only one that separates them, which is why intraday reporting drives most real staffing changes.

How an interval is filled

flowchart LR
  A[Call start time] --> B[Drop into its 30-minute interval]
  B --> C{User id VDAD or VDCL}
  C -->|No| D[Adds to answered count and call length]
  C -->|Yes| E[Adds to unanswered count and wait time]
  D --> F[Plotted on the per-hour line graph]
  E --> F

For the bigger picture, the reports overview maps every report in the suite, and the all-campaigns summary report is a good next stop when you want totals rolled up by campaign rather than by interval.

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