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What happens to calls outside of scheduled business hours?



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Dylan Tragjasi

Zendesk Customer Care

Edited Nov 29, 2022


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8 comments

Our team received a call over the weekend and it was sent to voicemail because it is outside our business hours. This process created a missed call ticket. Can anyone advise on how to fix this error?

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iulian Ursu

Zendesk Customer Care

Thank you for bringing this to our attention. You are right to say that a voicemail ticket is not a missed call, especially if it was received during outside schedule when no agents were available. This issue is known to our development team who are working on a solution. Sadly we have no ETA at the moment but we will inform you as soon as it will be resolved. Thanks in advance for your understanding.

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iulian Ursu This is currently happening to us. Lots of missed call tickets during holidays/outside business hours. Do we have an ETA on this fix?

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Disregard ^ the three dots does nothing and does not allow me to delete, apologies.

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Do calls outside business hours reflect as “non answered calls” in explore?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Steve Johnson 

As per What is a non-answered call?, it shouldn't affect non-answered calls since it only counts calls during which the end-user wasn't connected with an agent, voicemail, or external number and didn't abandon the call in one of the defined calls stages.

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Thanks Dainne, any thoughts on why out of business hours calls are getting abandoned or non answered? 

Out of business schedules are set correctly. 

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iulian Ursu

Zendesk Customer Care

Hi Steve,
 
I see you raised a support ticket for this. We will continue to assist you from there.
 
 

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