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  1. Currently we understand that there are mechanisms in place where Akixi will attempt to flatten calls that bounce into a single segment (such as where a call bounces to the same agent or location).

    It would be useful if Akixi could report specifically on the number of times a call bounces, similar to how we see this on our CDR reports.

    1 vote

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  2. As of Broadworks R24, a new feature has become available to supervisors called "Supervisor Coaching", which allows for a supervisor to join a call center call with an agent and a caller, but speak only to the agent. It would be good if we could utilise this function in Akixi via the call controls, similar to "Forced Intrude" and "Silent Monitor"

    2 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  3. When changing the date in the custom range panel, the seconds in the time value reset to 00 from whatever it was previously set as (see video snippet). We're unsure if this is a bug or has been done by design, but for the 'to' value we always work to hh:mm:59 not hh:mm:00, so it's mildly irritating to have to change this every time we alter a date value.

    Thanks for listening.

    1 vote

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    Under Review  ·  2 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  4. Nothing ground breaking, but can we have the option to change the working week in the custom date range panel (see attached) back to Mon-Sun rather than Sun-Sat? We can't remember when exactly (last year perhaps), but this changed in one of the big updates a while ago.

    Thanks for listening.

    1 vote

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    Under Review  ·  2 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  5. When a report is automatically run and emailed to the supervisor the name of the report does not include the date when the report was run. If a supervisor receives weekly reports, every week they receive a report which has the same name as the last report/s they received. This means they have to manually change the name of the report whilst saving the report to prevent it from overwriting the last report they saved. This is a basic requirement and is very simple for any code writer to insert the date into a file's name before it is saved…

    1 vote

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    Under Review  ·  1 comment  ·  Scheduled Reports  ·  Flag idea as inappropriate…  ·  Admin →
  6. Would want to build any report more easily by using “DEVICE FILTER” by allowing 2nd column “[Any Device]" (i.e., "the descriptor") to also be sortable...

    current default- 1st column phone numbers are in ascending order.
    desired enhancement- 2nd column Descriptor filed in ascending Alpha/numerical order.

    Example: Build reports by Store # ID (or groups of Store # ID’s for a particular region)

                       <Sort this column>
    

    xxx-xxx-xxxx Store 00008
    xxx-xxx-xxxx Store 00402
    xxx-xxx-xxxx Store 05005
    xxx-xxx-xxxx Store 09001
    . . .
    xxx-xxx-xxxx Store 99999

    1 vote

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    Under Review  ·  1 comment  ·  Filtering  ·  Flag idea as inappropriate…  ·  Admin →
  7. Within the historic calls reports add the ability to have individual calls listed together in one chain.
    Currently each leg of the calls is listed within the report based on time stamp rather than as one individual call containing all the legs together which makes it difficult to see quickly within the report the flow of the call.

    1 vote

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    Under Review  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  8. Many have asked to have extra email addresses assigned to send out their weekly reports as its very limited

    2 votes

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    Considered For Roadmap  ·  2 comments  ·  Scheduled Reports  ·  Flag idea as inappropriate…  ·  Admin →
  9. Currently, for multiple days, the report's data gives 00:00:00 to 23:59:59

    Ideally would want a New Feature “OFFSET” where one could select “+3HR” that would essentially Offset and redefine a day to: 03:00:00 to 2:59:59 (next morning)
    8/17 3:00:00 to (2:59:59 am next morning) data
    8/18 3:00:00 to (2:59:59 am next morning) data
    8/19 3:00:00 to (2:59:59 am next morning) data

    and then also be able to set secondary filter: Time Range Between: 09:00:00 And: 02:29:59 (next morning)

    3 votes

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    Considered For Roadmap  ·  3 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  10. Would it be possible to have a report for account codes to include "Account Code Entered" along with "Time Entered" or have these added to agent reports.

    In this way i would be able to locate the call associated to a specific code entered, if therev are trends i can locate calls to offer training or coaching.

    Entry Time Device Name Account Code Entered

    07/13/2021 13:12:19 Peter Smith No Sale

    07/13/2021 13:21:19 Peter Smith Sale

    07/13/2021 13:41:19 Peter Smith Call Back Later

    07/13/2021 13:44:19 Peter Smith No Sale

    1 vote

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    In Design  ·  2 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  11. Is it possible to schedule dashboards as a report for an admin as that would mean instead of two or three reports the the user would get one.

    1 vote

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    Considered For Roadmap  ·  2 comments  ·  Scheduled Reports  ·  Flag idea as inappropriate…  ·  Admin →
  12. Reporting for Broadworks Auto Attendant with submenus. This is a different Auto Attendant license than the original Broadworks AA. It is a more advanced AA that supports submenus, announcements, etc...

    1 vote

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    Considered For Roadmap  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  13. We currently have a number of supervisor accounts, all of which have copies of one another reports as we appreciate you cannot have multiple users signed into the same account at a given point. That said, what would be useful is if we could share a "live" version of the report between accounts, so that a change made to the report on account A reflects on account B, and vice versa. The only way to work around this at present is to copy the reports across once a change has been made.

    4 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  14. Support,

    We need a report filter in which we can see percentage of multiple incoming calls from a single number divided by total incoming calls of the day. For example, if there were a total of 100 incoming calls and 20 of those calls were made by the same User, the filter should display as below:

    Source Number: "xyz"
    Destination number: "abc"
    Percentage of the calls: 20/100 (0.2)

    I know this will show a lot of single calls as well, but this would help users identifying the callers those are calling more than once a day.

    Please let me know…

    1 vote

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    Considered For Roadmap  ·  2 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  15. We had a couple of our vendors (call center supervisors) wanting to know if AKIXI can display who is the NEXT AGENT about to take a call.

    There could be another field called "ON DECK". And since ACD Agent List is sortable, we can sort on this field and show the lineup.

    Thanks!
    Alex Lawson
    BluIP

    2 votes

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    Under Review  ·  4 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  16. We run call que groups and sometime calls are missed

    I would like in Akixi on the historic call list, to click on a call and see who the call was pushed out to before it was answered/abandoned/overflowed etc… I know Akixi can see what phones are ringing so would like to feature request the ability to see what phones/users descriptions where rung on each call.

    2 votes

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    Considered For Roadmap  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  17. Currently Calls by 1/2 hour only add in the 1/2 interval if there have been live calls during that interval - this request is to modify so that when in Real Time each interval is added regardless of the call volumes in the interval. For live reporting on users who are targeted on call volumes and duration this would really help.

    1 vote

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    In Development  ·  4 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  18. have the ability to manually increase or decrease time related metrics on a report to aid in accurate KPIs for bounced calls or to allow for queue entry messages

    1 vote

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    In Development  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  19. Lock certain functions from the channel panel. For example, don’t allow agents to go N/A without setting a reason, or lock the “Wrap Up” button.

    2 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  20. It would be helpful to have a mechanism in place that links associated emails in a chain, to allow for instances in which a customer may send repeated updates to an email before the first reply from an agent. For instance, the customer sends in an email, then follows this up 20 minutes later with a photograph to demonstrate the problem, and then follows this up a day later chasing for an update. The concern is there could be 3 agents dealing with what is essentially the same enquiry.

    1 vote

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
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