What happens to calls outside of scheduled business hours?

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12 Comments

  • Jay Kershner

    @elisaT How do we get a list of the those Abandoned inbound calls with the ANI, so we can analyze if we should extend our Open Hours?  and compare that list to calls that were accepted during open hours to see if the same caller has called multiple times?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Jay Kershner,

    Great question, but we could use a little more info on how and where you are trying to display this field. If you could share that with us, we can go ahead and try to draft a solution for you!

    Best regards.

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  • Jay Kershner

    Devan - Community Manager  Not sure you understand my request.  I'm not looking to add a field.  I'm trying to understand how to get the individual all level details, including the ANI  https://en.wikipedia.org/wiki/Automatic_number_identification so we can understand if the same number is calling us more than once and how often.

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  • Brett Bowser
    Zendesk Community Team

    Hey Jay,

    These calls should show up in your Talk History Dashboard so you can see if it's the same number calling into your account. More information here: Viewing your Zendesk Talk usage and credit history

    There's also the option to turn voicemail off during business hours as well as outside of business hours. If you'd like, you can do some testing with voicemail enabled outside of business hours which should create a ticket that can then be reported on within Explore.

    Let me know if the above doesn't make sense or if you have additional questions.

    Cheers!

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  • Dylan Cunniffe

    Hi,

    What is the expected behaviour of reporting on calls received outside of business hours.

     

    On explore, we can still see inbound (and therefore abandonded) calls coming through outside of our business hours which affects our SLA reporting.

    Do we honestly have to put a filter (on business hours) on all our call reporting?

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  • Brett Bowser
    Zendesk Community Team

    Hey Dylan,

    You should be able to filter your queries to only show data within business hours as mentioned in the following article: Explore recipe: Filtering queries by business hours

    Let me know if that doesn't get you the results you're looking for.

    Cheers!

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  • Akhter, Shahroze

    Hi Dylan Tragjasi / Brett Bowser / Devan - Community Manager,

    While out side schedule, the calls we receive are going under "Abandon in voicemail" and "Not Answered". Why are they under not answered when they are coming in out of schedule? PSB screenshot for reference, out of these 54, 14 were abandons and 40 were not answered.

     

     

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  • Brandon Tidd
    Community Moderator

    Hi Akhter, Shahroze,

    You'll want to filter this query by "Call outside of business hours = false" to return only calls within business hours.  Hope this helps!

    Brandon

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  • Akhter, Shahroze

    Thanks @Brandon Tidd,

    I see another weird issue on Explore, I'm creating an hourly report for calls outside business hours our business hours are from 12 PM to 12 AM so its a 12 hour shift. But the hourly report for outside business hours is showing me calls on all 24 hours why is that? i have selected D_count of calls and filtered it with calls outside business hours true.

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  • Brandon Tidd
    Community Moderator

    Akhter, Shahroze - Assuming you have the filter adjusted to filter only "Call Outside Business Hours? TRUE," I'd like to see if your schedule allows for calls to come in "outside of business hours" during the offending hours on Saturdays / Sundays?

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  • Akhter, Shahroze

    Hi @Brandon Tidd Yes i have filter set to true and no we have the same schedule for weekends as well i.e 12 PM to 12 AM.

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  • Brandon Tidd
    Community Moderator

    Akhter, Shahroze -

    Thanks for the additional information.  That is certainly strange!  I've noticed that you're using the filter call - month, presumably to get this month's (or last month's) data.  What this filter actually does is pull all call's from the month of the year selected, regardless of year (ie all calls from October, 20xx-2020).

    As such, it's possible that this report is pulling data from before you established your call center hours.  To check this, I would recommend using the Call - Date filter and then selecting your date criteria from there.  If you are still experiencing issues after adjusting this filter, I would suggest opening a ticket with the Zendesk support team so they can take a closer look at your report configuration.

    Brandon Tidd
    729 Solutions

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