In today's fast-paced environment, having real-time insights into your communication channels is crucial for optimizing operations, managing resources, and ensuring customer satisfaction.

The Concurrent Call Report provides a powerful snapshot of your system's activity, showing the number of simultaneous calls occurring at any given time. Whether you're a system administrator, a team lead, or an analyst, this report offers invaluable data for:

• Capacity Planning: Identify peak usage times and ensure your infrastructure can handle the demand.
• Performance Monitoring: Quickly spot unusual spikes or drops in call volume that might indicate underlying issues.
• Resource Allocation: Optimize staffing levels and prioritize resources based on actual call loads.
• Troubleshooting: Pinpoint specific times when call concurrency might have impacted service quality.

This guide is designed to help you effectively understand, generate, and utilize the Concurrent Call Report.

Filters

• Select date range
  • Note: Customers with high call volume may need to filter over a shorter time frame.
• Direction: All, Inbound, Outbound
• Number(s)
• SIP Trunk or URI
• Billing Group

Summary Cards

• Peak Time — This is the time of day with the highest amount of concurrent call traffic
• Max Concurrent Calls — Highest volume of concurrent calls for the selected time frame
• Average Concurrent Calls — Average concurrent call volume for the selected time frame

Concurrent Call Graph

This chart shows the max and average concurrent calls over the selected time frame juxtaposed against the total call volume.

Concurrent Calls Heatmap

This chart displays an hourly view of your maximum concurrent calls over a 7-day period. If the report was generated for a date range longer than 7 days, use the dropdown in the upper-right-hand corner of the chart to view a different week.