CCM Web Reporting - outside of business schedule?

[shcnh_]

I am guessing this is kind of a basic question, but in CCM Web Reporting, when running a 'Queue Group Performance by Period report, even though we're selecting from 00:00-24:00 the report is only generating data while our company is open (8a-9p). Is there a way to see the incoming call volume that is trying to reach the company when we're closed?

Any help is appreciated

[lundah]

What's the routing like after hours? If the calls are re-routed away from the queue, then they wouldn't show up in a queue report. You might want to run a DNIS report instead that will track all incoming calls to the DNIS/DID number.

[shcnh_]

What's the routing like after hours? If the calls are re-routed away from the queue, then they wouldn't show up in a queue report. You might want to run a DNIS report instead that will track all incoming calls to the DNIS/DID number.

Thanks for your response. After hours some of our toll free lines interflow to an offsite call center, and some just receive a message that we are closed & to call back during business hours. So the 'DNIS Group Performance by Period' will show those that attempted to reach us when closed?

[lundah]

What's the routing like after hours? If the calls are re-routed away from the queue, then they wouldn't show up in a queue report. You might want to run a DNIS report instead that will track all incoming calls to the DNIS/DID number.

Thanks for your response. After hours some of our toll free lines interflow to an offsite call center, and some just receive a message that we are closed & to call back during business hours. So the 'DNIS Group Performance by Period' will show those that attempted to reach us when closed?

You may have to play with the Short Abandon timer (default is 6 seconds) for the queue in YourSite Explorer, the reports guide says it only counts interflows after the Short Abandon timer expires.

[ZuluAlpha]

If it routes outside the queue from a tree it may be hard to report, but a lot of times I set it up so the queue unavailable destination hits our closed message and you can report against that.