Reporting

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback
  1. Hi guys,

    Can you look in to adding a field for financial values vs call length?

    I.e. total talk time x manual value (e.g 20p per minute) = total call cost

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Considered For Roadmap  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  2. Show details of clear party for call
    Basically show details of which party hung up and make this a field which can be reported and filtered

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    In Design  ·  2 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  3. When creating a hunt group that contains supergroups, select whether you want to have the sub group members displayed

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  4. I would like to have the ability to modify the format of text when a report is in chart view. If displaying the chart view on a TV within the office, I would like to be able to make the text bigger/bolder to make it easier to view.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Considered For Roadmap  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  5. Add "Adandoned" Counts and Percentages for Inbound Answer Performance in Fields > Call Counts & Percentages like Akixi does today for "Answer". As with Answer, setting/configuring Abandoned will be done from the Settings tab of report add/edit.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  6. A report of calls by day of the week but arranged month to month. So, for example: In September we made 100 calls on Mondays, 250 on Tuesdays and so on.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Considered For Roadmap  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  7. It would be great if the reporting field header could be pinned to a report. At current, if you scroll down on a report then the field header does not display at the top.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Launched  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  8. Function to trigger an automatic synchronisation when there is a change within broadsoft to groups or users as we have found without an immediate synchronisation agent log in/out does not function
    and in conjunction with this allow supervisor to perform synchronisation, currently this requires administrator and customer often does not wish to give supervisor full administrator permissions

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  9. Have the ability to remove returned calls from the Unreturned lost calls list.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  10. Import a CSV file to Akixi to give a list of known numbers and a name identity. Then when reports are produced, have a name field which shows names of matching CLI's captured.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Considered For Roadmap  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  12. Many have asked to have extra email addresses assigned to send out their weekly reports as its very limited

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Considered For Roadmap  ·  2 comments  ·  Scheduled Reports  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  4 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  14. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Considered For Roadmap  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  16. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  18. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  19. Input a field to allow for the capture of total ring time, across all distributions, so we can see how long a call has been ringing from point a to point z

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  Filtering  ·  Flag idea as inappropriate…  ·  Admin →
  • Don't see your idea?