Call Center Analytics

Customer Support Insights

Analyzing — customer interactions to pinpoint the slowest days (Sun/Wed/Sat), the busiest call hours (10 AM, 6 AM, 12 PM), and the path to a 12-minute average wait time.

Total Calls

—

Avg Wait (current)

— min

Target Wait

12 min

−57% reduction

Resolution Rate

—%

Longest Wait Days

Sunday (25.1 min), Wednesday (24.6 min), and Saturday (24.1 min) have the highest average hold times — more than 2× faster days like Mon/Fri (~10 min).

Busiest Call Hours

Call volume peaks at 10 AM (50 calls), 6 AM (49 calls), and 12 PM (48 calls). Staff up around these windows on weekend & midweek days.

Potential Savings

Rebalancing weekend/midweek coverage could pull average wait from ~21 → 12 minutes — a 43% drop in hold time.

Average Wait Time by Day

Identify the days with the highest customer hold times.

Hourly Call Volume

Busiest hours: 10 AM, 6 AM, and 12 PM.

Reasons Customers Call

Distribution of inquiry categories.

Category Breakdown

Volume, wait time, and resolution rate per call reason.

Category	Calls	Avg Wait	Resolved

Customer Self-Service Guide

Help customers resolve common issues faster and reduce inbound call volume.

Account & Login Issues

Most account inquiries can be self-resolved in under 2 minutes.

→Use 'Forgot Password' for resets — no agent needed
→Verify email on file before calling
→Check the Account Status page for outage notices

Billing Questions

Statements, charges, and payment plans are all available online.

→Download invoices from the Billing portal
→Use chat for charge disputes under $50
→Schedule payments to avoid late-fee calls

Technical Support

Try these before calling — they resolve 60% of tickets.

→Restart the device and clear cache
→Check the Status page for known incidents
→Use the diagnostic tool in Settings → Help

Service Requests

Schedule, modify, or cancel service without holding.

→Use the self-service portal for plan changes
→Book technician visits in-app
→Avoid Sun/Wed/Sat — they have the longest hold times