This can be done manually by clicking "send call to" then typing in the number. As there are so many different numbers that dial in, is there a way to code this in the background to send to the same number they called in on so it goes to the back of the queue? Then add an option that says "Send to back of queue"

If on outbound calls and the phone is set to unavailable, your unavailable time still adds up rather than the phone call you are on. Can this be changed to not include the call time?

ACD status when not available highlights a different colour to stand out. Ideally grey but that would mean the hold colour changing.

Add metric for "real, true actual" talk time that doesn't include hold time. Technically, talk time is the time a phone is "off-hook". During off-hook periods, callers are placed on hold, which adds hold time to the talk time metric. Please add a talk time metric that excludes the hold-time.

Add ability for end-user to run soft-sync. This allows the end-user to immediately update Akixi when changes are made, without having to go through service provider.

I know reports can be copied on a supervisor (and that we can copy all reports to overwrite another supervisor at admin level), but it would be good if a Supervisor could share a single report with other supervisors without over writing.

Instead of using ACD disposition, would it be possible to introduce a feature for the end user to color stamp the call to show what the call represents such as customer service, sales, returns or new order or place an icon or a code through the akixi platform without agents needing to disposition the call.

Hope this makes sense.

For real-time dashboards it would be nice to be able to put a filter on each tile for a different agent or extension. That would help for wallboard displays on the wall and gamification displays. That way I can put a tile up showing Agent 1, 2, 3, etc. and show a stat for each tile.

Able to add ACD Agent functionality to Trunk Users on the Broadworks platform. This issue crept up when we add ACD Agents to Microsoft Teams. There will be more requests like this as it takes off.

Ability for Agent to alert Supervisor through handset and alarm appear on supervisor to monitor call alternatively agent can Instant Message supervisor through presence account. This is instead of sending an email or waving at supervisor.

ACD Multiple Logins to Multiple ACD Groups with one access.

Ability to add more than one email address to receive a report. This can be a chargeable item. AKiXi only allows one email address. This cannot change without affecting messaging / notifications to the user who created this report just because he wants to send the report to his supervisors. To add a AKiXi 2000 user, just so they can get a report once a month, does not warrant the cost associated. Not to mention, you must recreate the report for every user added. Therefore, the users are creating Microsoft Outlook rules to forward these emails; a definite inconvenience.