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  1. When creating a hunt group that contains supergroups, select whether you want to have the sub group members displayed

    3 votes

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

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    Considered For Roadmap  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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

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  5. 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

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    Launched  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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

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  7. Have the ability to remove returned calls from the Unreturned lost calls list.

    3 votes

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  8. 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

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    Considered For Roadmap  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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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  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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  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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  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. Please can we have a report for Agents which shows how long they have been in each state for.

    2 votes

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    Under Review  ·  6 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  14. 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

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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 →
  16. 2 votes

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  17. 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 →
  18. I can't find a way to API report data in Power Query.

    Please let me know if I've missed it.

    I'd be great if this could be developed if not (although I can work with the csvs in the meantime).

    2 votes

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  19. We have a customer with 3 wallboards in a call centre. The CC manager regularly wants to change a display on all screens. We don't want to overwrite all reports, just send 1 report to another user.
    At the moment we are having to do this manually which is slow.

    2 votes

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    Launched  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  20. Include a setting under the "Advanced" modify field to allow you to specify which type of calls for group device members you want to log, be this "Inbound Only", "Outbound Only", "None" or "All"

    This will allow us to capture Outbound calls when using a hunt group as the device filter, without having to include calls to extension users DDI's

    2 votes

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