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  1. 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

    1 vote

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    Under Review  ·  4 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  2. Please can we have a report for Agents which shows how long they have been in each state for.

    1 vote

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    Under Review  ·  5 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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 Design  ·  3 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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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    Under Review  ·  1 comment  ·  Scheduled Reports  ·  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.

    2 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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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    Under Review  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  7. Hi, Is there away that we can get Supervisors to copy their own reports to other Supervisors? We are getting a lot of requests to do this as a site will have one main Akxi Admin who wants to setup one set of reports on their account and then copy them to the others. At present im having to log in and do that part for them

    3 votes

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    1 comment  ·  Supervisor Settings  ·  Flag idea as inappropriate…  ·  Admin →
  8. Just put the top menu back, it takes so much longer to do the simplest tasks since the "upgrade". I don't think I am the only one. Please :)

    5 votes

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    Under Review  ·  4 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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.

    1 vote

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    Considered For Roadmap  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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 →
  11. 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 →
  12. 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 →
  13. 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 →
  14. 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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    Under Review  ·  0 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.

    3 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  16. Please add Total Talk Time (Distribution) to the Historical Call List, so it shows the talk time for the entire call, not just a segment.

    1 vote

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    Under Review  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  17. We are no longer able to specify the seconds when setting a date/time range on the reports. This is required as we sometimes need to run a report on a single call and have to filter out any calls that started/ended within the same minute.

    This is also causing an issue because the report is automatically rounding up the end time by adding 59 seconds to it, which is not obvious to the end user. The workaround for this would be to set your report (e.g.) to end at 16:59, but if you're not aware it's doing this you would…

    4 votes

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    Under Review  ·  0 comments  ·  Filtering  ·  Flag idea as inappropriate…  ·  Admin →
  18. I would like to be able to identify any calls that a device has paused through the Horizon business call recording

    2 votes

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    Under Review  ·  1 comment  ·  Filtering  ·  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. 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 Design  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
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