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186 results found

  1. The ability to display the time customers are in a holding queue seperately from how long a call centre agent handset has been ringing. At present only the total time is displayed from the start of the call entering the queue giving false data on the wallboard.

    1 vote

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  2. Customer is requesting "Time In State For" field should not show the time for the State "Signed Out". This is the case when an agent hasn't signed in for the day (there is no time shown), but if the agent signs in and then signs out at the end of the day it will show how long they have been signed out.

    This is working as intended. Per the help file:
    The duration that the agent has been in the current ACD state for. The column value shows empty for agents that have not signed in at all within the…

    3 votes

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  3. It would be useful to have a setting within the dashboard view to enable borders on the component reports, which would help add some distinction between the contained reports.

    This would be useful (for example) where multiple desktop wallboards are within a dashboard, to help make clear where one wallboard ends and another begins.

    1 vote

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  4. Currently when a mandatary greeting is played on a Call Centre Queue (ie greeting could be over one minute) this is included in the Waiting time fields. Could a feature be developed to remove the greeting time, so essentially a tick box and field to remove the greeting time

    3 votes

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  5. For Extension/Device Style could there be an option when selecting the Date/Time for the date to be added to the top of the report to show the covering period?

    This could be an option within the Display Options to allow the Date/Time to appear above the Header.

    For example if the report was set to Date/Time Today and the schedule runs at 21:00, the report would show in or above the header the covering period which would be 26/07/2022 - Time Range 08:30:00 to 17:00:00.

    This would help when reports are emailed to other users as they did not receive…

    1 vote

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  6. Please add the ability to see whether the device calling or the device called ended the call

    5 votes

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  7. It would be great to have additional layout options for Dashboards.

    I am working with a client whose data isn't comfortably viewable in any of the layout templates. Some of their reports need to be full length (vertically), but some will be so short they could conceivably stack 4 reports vertically. Having the ability to further customize the layout (or even to get some more out-of-the-box layout templates) would allow them to get all of the agent reports properly segmented and viewable on one screen in a much more visually digestible way.

    Would also be great is some allowed for…

    2 votes

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  8. It would be useful if we could implement a field into Akixi which would allow us to track the total number of held calls across a given timeframe.

    2 votes

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  9. It would be useful if the "Maximum Filter List Limit" could dynamically adjust based on the actual number of devices configured against the customer setup.

    Currently, this defaults to 150 but does not automatically increase once the number of devices exceeds this. If this could automatically increase based on the true number of devices configured in Akixi, it would help avoid confusion once we exceed this default value.

    2 votes

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    Under Review  ·  0 comments  ·  Filtering  ·  Admin →
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  10. When scheduling reports it would be handy to only have the report emailed if there is data present in the report. For example if a missed calls report has been configured, rather than is sending each hour and someone needing to check it to see if there is any data it would be better to only send if there is data in the report to show there is a missed call. Other solutions offer this report and has been mentioned when we have migrated customers to Akixi.

    3 votes

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  11. Please add the ability to capture the available Extensions/Agents, who were presented a call in a Simultaneous Ring / SimRing Hunt Group or Queue, but did not pick up the phone. This could be a new metric or it could possibly use the Advanced Call metric. Currently, the Akixi will only put a Advanced Call against the last person in the sim group when another user uses the call pickup function and takes the call from the group. Companies want to see all the members who "missed" the call, not the last one specified as available in the Hunt Group/Queue

    5 votes

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  12. Could an option in the report parameters be added to allow report tabs to be colour-coded on the tab bar at the bottom of the screen? Mockup attached.

    Thanks for listening.

    4 votes

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  13. As far as we can see, the only way to create a new folder is to edit an existing report and add a new folder path in the 'modify report' screen.

    A one-click 'create new folder' option within the folder panel on the left of the portal would be great. Thanks for listening.

    If we've missed something obvious and there's already a quick way of creating a new folder, please point us in the right direction. Thanks.

    5 votes

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  14. Currently, if an unmonitored user makes an inbound call into a monitored user or service (HG, queue), the call is not tracked in Akixi. This request is track all calls regardless if the calling party is an unmonitored user or not.

    Scenarios:
    • If a non-user was to call in from any phone, it would be reported in the. Agent/queue stats because it was a call to the queue.
    • If an un-monitored user was to call in from their cell phone, it would be reported in the Agent/queue stats because it was a call to the queue.

    • BUT……

    4 votes

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  15. It would be great to see how long as a percentage, how long an Agent has spent on the phone compared to their total time on duty.

    2 votes

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  16. It would be useful to have an additional field on the extension list reports that allow for you to see specifically how many out of a pot of calls were made to an extension directly, against how many the agent answered via a group.

    For example, if we have an extension list filtered on a support team (hunt group), and are including calls for group device members, it would be useful to see "out of the 20 calls Joe Bloggs answered today, 5 were direct dials to his DDI"

    1 vote

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  17. It would be useful to have a field on the Historic Call List that purely details the time an extension or ACD Agent was in an alerting state for, and not include time listening to entrance messages etc in the queue.

    3 votes

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  18. Simple report categories on the left hand side:
    Inbound Reports
    Outbound Reports
    ACD group Reports
    Agent Activity Reports
    Time Reports

    2 votes

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  19. Returned Missed Calls - how were they returned? Being able to identify if a call was returned by the customer ringing back in and being answered or whether an agent picked up the phone and made an outbound call to the customer would be really useful.

    3 votes

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  20. Ticker tape/scrolling text panel for wallboards. To display incentives, projects for teams working on outbound campaigns. The ability to add an RSS news feed to this would be useful also but custom messages would be the main requirement.

    2 votes

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