After Hours Calls

Our call log does not make different between calls during business hours, after hours or custom rules. Those settings and rules are used only for routing incoming calls based on the preset configurations.

If you want to classify the call record for your dashboard as you described abovce, you will need to read your resource settings (call queues, sites, users etc.) to check if the resource has an after hour setting, or a custom rule(s), then for the after hour, map the after hours with the timestamp in the call record to identify if it’s a call during after hour or not. Similar to the custom rule, check the rule conditions and match with the call record data to identify the call. E.g. if the custom rule is a caller phone number, then check that number against the from phone number in the inbound call record.

Hope this helps.