See when calls arrive, occupancy and lead sources
See a weekday-by-hour heat map of calls, how busy each agent is today, and which lead sources turn into sales.
Where to find it
Home › Reports › Demand & sources
Open this screenSteps
- Open 🏠 Home › Reports and choose the “Demand & sources” tab.
- Read “When the calls arrive”: rows are weekdays, columns are hours; darker cells had more calls over the last 14 days. Hover a cell for the count.
- Read “Occupancy”: each agent’s talk time against logged-in time today.
- Admins and managers also see “Where the business comes from”: contacts, won, conversion and value by lead source over the last 90 days.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Heat map window | The last 14 days. | 14 days |
| Occupancy colour | Green up to 70%, amber above 70%, red above 85%. | — |
| Sources window | The last 90 days. | 90 days |
Troubleshooting
A panel does not appear.
Each panel appears only when it has data: calls in the last 14 days, agents logged in today, or contacts with a source in the last 90 days. The sources panel is for admins and managers only.
Tips
- Occupancy above 85% for a long time is a burnout warning, not a good result.
Good to know
- Occupancy is for today only.
Related how-tos
- Reports See how your calls are going, from half-hour intervals and agent scorecards to reports you build, save and send by email.
- Workforce Compare the staff you need with the staff you have scheduled for a day, see the roster and how closely people kept to it.
- Prospects (phone book) See everyone your team calls in one list or pipeline board, find a contact, move them between stages and open their record.