What happens to calls outside of scheduled business hours?

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6 Comments

  • Jay Kershner
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    @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
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    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
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    Devan  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 - Community Manager
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    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
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    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 - Community Manager
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    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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