The heatmap shows your team's call activity hour by hour over a week. It helps you spot peak hours and slots where calls are missed, and adjust your schedules. Available on the Max plan only.
Open the heatmap
In the admin console, open Call Heatmap.
Read the heatmap
The grid shows 7 days (Monday to Sunday) and 24 one-hour slots. The darker a cell, the higher the value; the legend at the bottom of the page shows the scale. An empty cell means there were no calls in that slot, or your filters exclude it.
The 4 views
Switch views with the Heatmap type selector.
| View | What it shows | Useful for |
|---|---|---|
| Call volume | Number of calls made and received | Spotting peak hours and quiet periods |
| Average duration | Average call length | Spotting slots with long calls |
| Answered rate | Share of calls answered | Checking team coverage |
| Unanswered rate | Share of calls not answered | Adjusting staffing or call routing |
Filter
Filter by direction (inbound, outbound or all), member, department or call duration. You can select several members or departments at once.
Customize the display
- Working hours: limit the display to your team's active hours (for example 09:00–17:00).
- Time zone: useful for teams spread across several countries.
- Weekends: hide them if your team doesn't work those days.
- Details: show the percentage only, or the percentage and raw numbers (for example "80/100 (80%)").
Good to know
- The heatmap is updated regularly but is designed for analysis, not real-time monitoring. To follow ongoing calls, use Live Calls.
- The heatmap can't be exported.
Access by role
| Role | Visible data |
|---|---|
| Owner and Admin | All members |
| Team Lead | Members of their departments |
| User | Their own calls |
Related articles
- User logs
- Monitor live calls
- Compare Onoff Business plans
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