What time zone applies to my business hours?

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7 Comments

  • Kasper Tang
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    Where do i find the Schedule settings? I can't find anything below "Settings". There's account, subscription, security and so on, but no "Schedule".

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  • Jessie Schutz
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    Hey Kasper! Welcome to the Community!

    The ability to set schedules is available on the Professional and Enterprise plan levels. If you don't see the Schedule option in your Settings menu, this means that you're on the Team plan or below, and don't have access to that feature.

    Let us know if you need anything else!

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  • Ian Smith
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    There are certain Insights metrics that use business hours. If I have multiple schedules under the Enterprise plan how do I know what business hours insights is defaulting to?

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  • Stephen Fusco
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    Hey Ian, 

    Great question! We actually have an article that covers this in more detail here: Setting your schedule with business hours and holidays

    If you are on Enterprise and have set up multiple schedules, reports based on business hours use the schedule that is set for the ticket (see Applying a schedule to your tickets). To find out which schedule is applied to a ticket, you can view that ticket's events (see Viewing a ticket's audit trail).

    Thanks for your question! 

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  • Mari-Liis
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    Hello!

    I've set up business hours for 1 of my support numbers: 8AM- 8PM EST. I tried calling this number outside of business hours and the settings seem to be correct. 

    Though when I ran a query in Explore checking call volume for this number by hour I still see calls during 24 h (some calls every hour, also outside of the business hours). Am I missing something? 

    Query: 

    Dataset: Calls (default)

    D_count (Inbound calls)

    Call Talk number filtered 

    Call Hour & Date (August 2019) 

    TimeZone: Eastern Time 

     

    Thanks, 

    Mari-Liis 

     

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  • Joe Beaudoin
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    Hi Mari!

    Thanks for reaching out to us about your Explore question!

    So this one has a convenient explanation that has to do with the way the Calls dataset treats inbound calls, in general.

    One of the types of inbound calls that get received and recorded are abandoned calls, where the end user drops or severs the connection during a greeting, before they've been connected to a talk agent.

    Note that calls can be abandoned during a greeting both inside and outside of business hours. So the fact that you've set business hours doesn't prevent the possibility of someone calling your phone number outside of hours and then hanging up while being told that they've reached you when you don't have agents online and available.

    The way to confirm this from an Explore standpoint is to add a couple of elements to your query:

    • Add the Abandoned Calls metric (D_count)
    • Add the Call Outside Business Hours attribute

    When it's the case that a call shows up in your D_count for inbound calls and a statistic shows in BOTH the Inbound Calls and Abandoned Calls data columns, and it's also the case that Call Outside Business Hours shows a value of TRUE, then it's the case that that particular call was indeed outside of your hours but would be considered an abandoned call. It may also be the case that the call resulted in a voicemail, in the event you have that setting enabled outside of business hours.

    If you'd like, you can also add the Ticket ID attribute to your report to narrow in on specific ticket examples. Here's one from my test account!

    I hope that helps! Let us know if you have any followup questions.

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  • Mari-Liis
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    Hi Joe, 

    Thank you for the explanation and the tip. 

    Best, 

    Mari 

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