This heatmap shows when responders pick conversations up. Every time a conversation moves to the Active status, which is what Echo calls a claimed conversation, the hour it happened gets one more count. A tall hour is an hour when responders were actively claiming.
Where to find it
In Reports, open the Heatmaps group in the left menu and click Claimed. The page title reads Claimed Conversations, with the note Claimed (aka "Active") Conversation Events.
Running it
- Click Reports in the main menu.
- In the left menu, open Heatmaps and click Claimed.
- Pick a date range at the top of the page. Seven days gives a clear weekly pattern; a few weeks gives a steadier one.
- Click Sources and tick the conversation sources you want included. A source here is a channel your ministry has connected, such as a website chat, a text number or a social page. Choose a source group to select several at once.
- Click Run Report.
What each cell counts
This report counts events, not conversations. Echo writes an event each time a conversation's status changes to something different from its last one. This heatmap adds up the events whose status is Active, placed in the hour the event was recorded.
Two things follow from that:
- A conversation that becomes Active, is closed, and then becomes Active again (for example after a close is undone) is counted twice.
- A conversation that is claimed during your date range counts in the hour of the claim, even if it arrived days earlier. Use the Inbound heatmap for arrival times.
The Created At / Closed At switch in the header does not change this report. Events are always placed by when they were recorded.
Phone calls do not appear here. Calls record their own statuses and none of them is Active, so use the call reports for those.
Reading the grid
The report is one table. Each row is one day in your date range, labeled with the first two letters of the weekday and the day of the month, such as Mo-05. Each column is one hour of the day, from 12a to 11p. Hours are counted in the time zone chosen next to the date range, which starts as your ministry's time zone.
Each cell is a count. Cells are shaded from pale to deep blue-green in steps, and the shading is relative: the busiest cell on the screen gets the deepest color, and an hour with a count of zero is left unshaded. Two reports side by side will not use the same scale, so read the numbers, not just the color.
| Control | What it does |
|---|---|
| Run Report | Builds the grid for the date range, time zone and sources currently selected. After you run it the button stays grayed out until you change one of them. |
| Average (the small network icon, with the tooltip Average) | Collapses the grid to one row per weekday. Each cell becomes the average for that weekday and hour across the days in your range, rounded down to a whole number. Click it, then run the report again. |
| Download (the arrow icon) | Downloads the same data as a file, in your account's download format. |
| Star | Pins this report as a card you can come back to quickly. |
What the measurements mean
| Term | What it means |
|---|---|
| Claimed (Active) | A conversation a responder has taken on. The status is called Active inside Echo. Conversations that were claimed and then hidden are a different status and are not counted here. |
| Event | A log entry Echo writes when a conversation's status changes. This report counts the entries whose status is Active. |
| Source | A channel your ministry connected to Echo. Only events on conversations from the sources you select are counted. |
What to do with it
Put this next to the Inbound Conversations Heatmap. If arrivals are tall at an hour and claims are pale, seekers are arriving faster than responders are picking up. If both are tall, that hour is working. For the conversations nobody picked up, see the Missed Conversations Heatmap.