Genesys Cloud - Main

Hi there,

Is there a report that can show the number of calls that hit our IVR out of hours? The interactions report only seems to show during business hours and not any of the abandoned calls that are placed to us outside of business hours.

many thanks. Jason

Hello Jason,

Reports have no concept of "normal hours" vs. "outside-of-business hours." Reports simply look for data for the Time Period configured for that report. If I had to guess your IVR is configured to not route to a queue during off-hours. If that is the case, then when a customer calls into that IVR and disconnects there would be no queue abandoned metrics (since the call never hit a queue in the first place).