CUIC Report for the Calls missed During Off Business Hours.

[aniket0422]

Hello Team,

Is there any report we can pull for the calls missed during off business hours/Holidays.

Can we configure any script to capture customer contacts who called during off business hours/Holidays and then get these details in excel sheet.

[Elliot Dierksen]

What does the script do during closed hours? Does it set the 'handled' flag? (I would say it should not set that) You could set one of the custom call variables to indicate this and report on that. I would think you could also get a report of contacts during particular hours.

[Thomas G. Johannesen]

Hey Aniket0422

I will agree what Elliot wrote.

This is have the script could look like

And then your can take the report in cuic "Call Custom Variables Report" under stock -> Unified CCX historical -> Inbound

Here you can see each call and what the callvariable01 is set to. 

The report can be exported to excell . 

Hope that helps

[aniket0422]

Below is my Script.

Can you suggest, How and where can I record caller Information.

What variable I need to define in script.

[Thomas G. Johannesen]

Hey Aniket

Here I have put in the steps in your script.

And then can your se for each call the status ind the field CustomVaraible01 in the report "Call Custom Variables Report" under stock -> Unified CCX historical -> Inbound

Hope that helps 

[rikardkrvaric]

I am using the Call Custom Variables Report to see all calls outside of business hours.

In fact, I am able to see customers calling that never went to a queue during open hours... I send this report to some departments nightly, and they can have someone reach out to the customer, in case they need help.

But in my script, before it ever goes to the "Closed" portion, it records their Caller ID, it does the database dips it needs to lookup customer numbers, etc, and records that to be visible in the Call Custom Variables Report. I can export the report to Excel, and then you can filter out any "Contact Disposition" that is "2" (Answered by Agent)... Now you have a report of all calls outside of business hours.