Our office closes from 12-1pm and we have a high volume of calls that come in during this time. The problem with this hour not being identified by RC as afterhours is that it impacts the business analytics reports and individual staff performance reports. What is a good practice or how to set up this one hour as afterhours, so all the missed inbound calls do not get counted as missed calls?
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Thanks!
Best answer by Mary-Community_Moderator
Hi ​
Custom Rules for Lunch Hours: You can create a custom rule specifically for lunch hours. Go to Phone System > Auto-Receptionist > General Settings > Select the Site if you have more than one > Call Handling > Custom Rules and set a time-specific rule for 12-1 pm. Configure this rule to redirect calls during lunch hour to voicemail or a recorded message. This will help manage caller expectations while keeping the missed call count accurate.
Notify Callers: To enhance caller experience, add a message to your Auto-Receptionist greeting informing callers of the lunch closure hours. This can help manage call expectations and improve customer satisfaction.
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With these settings, you should be able to manage your reports and maintain accurate performance tracking without counting the missed calls during lunch hour. Let me know if this helps!
+3Hi ​
Custom Rules for Lunch Hours: You can create a custom rule specifically for lunch hours. Go to Phone System > Auto-Receptionist > General Settings > Select the Site if you have more than one > Call Handling > Custom Rules and set a time-specific rule for 12-1 pm. Configure this rule to redirect calls during lunch hour to voicemail or a recorded message. This will help manage caller expectations while keeping the missed call count accurate.
Notify Callers: To enhance caller experience, add a message to your Auto-Receptionist greeting informing callers of the lunch closure hours. This can help manage call expectations and improve customer satisfaction.
Â
With these settings, you should be able to manage your reports and maintain accurate performance tracking without counting the missed calls during lunch hour. Let me know if this helps!
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