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  1. 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 →
  2. 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 →
  3. 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 →
  4. 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  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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 →
  6. 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 →
  7. 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 →
  8. 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 →
  9. 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 →
  10. It would be useful to be able to tag emails or chats with account codes to show the outcome of the email or chat (be this sale, complaint etc)

    2 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  11. It would be beneficial to be able to pend an email, if there is action required from a third party. Case scenario is an order comes in, and to complete the order they require parts from a supplier. Technically the agent cannot progress with the order, as they are awaiting third-party involvement, but equally the customer does not want their agent tied up with this email, nor can they respond to it or #NRN it. Equally, they cannot #FWD as the third party is not on Akixi.

    2 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  12. It would be beneficial to be able to “Pause the clock” on their email/chat response timer in the event an agent is able to answer concurrent contact channels. Essentially, this would be the same as placing an email or chat on hold as far as Akixi is concerned.

    For example, Agent A picks up an email, spends 5 minutes on a reply before answering an urgent phonecall which lasted for an hour. Their email handling would then be 65 minutes, when in reality they were only working on it for 5.

    2 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  13. Enable users to tag a call on Akixi to help identify differing call campaigns, eg "Twitter", "Fedex" etc...

    Ideally, this would replace the displayed number called description

    1 vote

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    0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  14. Please can we have a report for Agents which shows how long they have been in each state for.

    3 votes

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    Under Review  ·  7 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  15. It would be useful to be able to monitor all internal calls, regardless of whether both the calling and called party are monitored on Akixi or not, as presently we are missing a number of call statistics due to these originating from unmonitored extensions from within the same enterprise.

    5 votes

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    In Design  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  16. The ability to tag an unreturned lost call on the reports for a specific agent to call back, preventing multiple users in a busy call center environment from trying to call the same customer back at once and promoting a more efficient work ethic.

    1 vote

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  17. 1 vote

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    Under Review  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  18. 2 votes

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    0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  19. Create a link for wallboard to run in teams. Allowing a multiple locations to display a single board. This would allow multiple locations a single display that no one can fiddle with. The AKIXI users will have there own logins to pull reports. Allowing a centralized dashboard.

    3 votes

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    Under Review  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  20. Is it possible to pin the headers at the top of the page when scrolling down a report? This way when you are on row 300 of a report, you can see the column title instead of having to scroll all the way back to the top.
    Thanks

    2 votes

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    Launched  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
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