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Call Center Help - Determining Calls per Hour by Day of the Week

  1. #1
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    Question Call Center Help - Determining Calls per Hour by Day of the Week

    Hi everyone,

    I am new here and just a bit familiar with Excel, but I cannot for the life of me figure out how to combine a couple of pieces of data for a report. What I have so far are my call center's calls per hour this year and calls per day of the week. I realize I may just end up with averages, but I need to get something to show the busiest days/hours in 1 chart so I can plan coverage.

    I've tried to add them both into a pivot chart, but I can't get them to work. It only shows me either calls per hour or calls per day of the week. Any help/hints would be greatly appreciated.

    HOUR Calls
    0 146
    1 89
    2 111
    3 120
    4 269
    5 658
    6 1251
    7 1264
    8 1922
    9 1872
    10 1602
    11 1461
    12 1569
    13 1276
    14 1393
    15 1345
    16 1106
    17 527
    18 313
    19 313
    20 599
    21 1095
    22 1015
    23 323

    Sunday Monday Tuesday Wednesday Thursday Friday Saturday
    538 4228 3869 5285 4119 3162 438

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    Forum Expert etaf's Avatar
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    Re: Call Center Help - Determining Calls per Hour by Day of the Week

    can we see how you have the raw data laid out
    Please upload a sample of your workbook to the forum, Make sure you have removed any private information, remember this is a public forum and so available to anyone
    Would like to see an example of your data and also a manual mock up of the expected results you want to achieve.

    To attach a file to your post,
    click "Go advanced" (next to quick post),
    scroll down until you see "manage Attachments",
    click that and select "add files" (top right corner).
    click "select files" find your file, click "open" click "upload" click 'done" bottom right. click "submit reply"

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    Re: Call Center Help - Determining Calls per Hour by Day of the Week

    Attached is a sample of the data and the way I think it should look when completed if possible (Tab 3).

    Thank you.
    Attached Files Attached Files

  4. #4
    Forum Expert etaf's Avatar
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    Re: Call Center Help - Determining Calls per Hour by Day of the Week

    your data does not have the hour breakdown for each hour - so you cant break it down by hour and day of week

    the only way would be to take the % of the total for each hour and break that out for each day - But it would not be correct - just a breakdown and every chart would look the same proportionally

    ie if
    0 say was 1%
    1 say was 10%

    then every chart would look like that - but just with a different value

    And thats not how calls arrive in the call centre - depending on the business different days will have different hour profiles

    can you get a few days worth of data by the hour for the actual days and then use that as an average to apply

  5. #5
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    Re: Call Center Help - Determining Calls per Hour by Day of the Week

    Well the precise way of doing this is what etaf recommended. But I noticed in your post that you said "you understand you are going with averages". Here is my solution based on this "understanding". I have put all steps of what I did from left to right on worksheet "My Final". I hope this chart is what you need. Please let me know.

    F
    Attached Files Attached Files

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