The Afterhours Calls reports shows the number of calls that reached the IVR out of hours. The call must reach the Hours check of the IVR. Calls that disconnect prior to that point in the IVR will not count as Afterhours calls. For example, if a caller calls after hours but hangs up during the Welcome message, the call will not count as an afterhours call.

This report groups the calls in 15-minute intervals by the time the call enters the IVR. The label assigned is the 15-minute period ending. In other words, if the row shows 01:15 AM, all associated calls are those that entered the queue between 01:00:00 AM and 01:14:59 AM. For example, if a caller reaches the IVR at 01:14 AM and exits the IVR at 01:16 AM, the call is counted in the 1:00-1:15 range.

Parameters 

  • From: Start date; can include date and time in the format 06/30/2020 09:00

  • To: End date; can include date and time in the format 06/30/2020 17:00

  • IVRs: A list of all IVRs, including IVR groups if they have been created.

  • Send To: Emails the report in PDF format to any address entered here.

PDF 

  • Period: The time when the 15-minute period ends.

  • Total Calls: The total number of calls that entered the IVR and reached Afterhours in the 15 minutes prior to the ending period.

CSV 

  • IVR Name: The name of the IVR.

  • Current Period: The time when the 15-minute period ends.

  • Total Afterhours Calls: The total number of calls that entered the IVR and reached Afterhours in the 15 minutes prior to the ending period.