Hours are US/Eastern. Each call is placed by the hour it started and colored by its case type.
Cases are leads tagged support or other, dated by their first conversation. Resolution rate is contained cases over cases with an inbound voice call; cases handled only by SMS or email count in volume but not in the rate.
Weeks start on Monday; partial weeks at the edges of the range only include days inside it. Days or weeks with no voice cases are left as gaps.
Each conversation is labeled from its transcript by an AI model. Conversations where the customer didn't speak or reply are excluded.