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Heatmaps show when threads arrive and when agents respond, broken down by hour of day (UTC) and day of week. Use them to spot coverage gaps and plan staffing.

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Available heatmaps

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How each cell is calculated

Each cell shows the count for that hour-of-day and day-of-week combination, summed across every week in the selected period. A 4-week period means each cell aggregates up to 4 days’ worth of data. Hour buckets run 0-23 UTC. Heatmaps leave out the same threads as every other metric. See Which threads count The messages sent heatmap counts threads, not messages. A thread the team member replied to 3 times on Monday at 09:00 counts once in that cell. To count messages, use the Messages sent chart on the same page.

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How to read it

Darker cells mean more activity. Hover over any cell to see the exact count.

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How to use it

Set the period to at least 4 weeks to get a reliable pattern. Comparing the Threads created heatmap against Messages sent (from a team member’s page) shows when threads are arriving but no agent is responding.