The Busy hours grid in Analytics shows when customers write, hour by hour, Monday to Sunday — so you know when to have someone online.
- Open Analytics and choose a period long enough to show a pattern, such as Last 30 days.
- Scroll to Busy hours. Each square is one hour of one weekday; the darker it is, the more messages customers sent. Point at a square to see the count. The line under the grid names the busiest hour.
- For one channel, click its logo in the filter bar. That channel’s page has its own Busy hours and Days of the week.
- For one business, choose it under All businesses.
- Compare the grid with First reply (median) and Who answered. If the busy hours are also the slow ones, that is where a person — or the AI — is missing.
Good to know
- The grid counts customers’ messages, in your workspace’s time zone.
- Compare with › Last year in the date picker sets a season against the same days a year earlier.
- Automatic messages are never counted as replies, so First reply shows what your team and the AI really did.
- Export CSV gives the channels, businesses and customers in the period. The grid itself isn’t in the file.