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  1. The ability to chose historic call totals by time period with multiple periods within a period. on the Y axis, and Person/Extn/Agent etc on the X Axis so that all calls are not just cumulative totals of selected Extns, but are by Extns and by time break, EG the attached.

    2 votes

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    In Design  ·  0 comments  ·  Filtering  ·  Flag idea as inappropriate…  ·  Admin →
  2. At the moment all overflowed off trk-trk calls are reported as answered calls, even when they're not answered by the overflowed destination. Can this be changed so we can actually report on whether or not these overflowed calls actually connected?

    It would also be good to have a separate field for this, something like 'overflowed off ans'.

    Thanks,
    Rhys

    2 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  3. A client would like the option of resizing wallboard tiles, especially within a dashboard.

    The issue occurs when we combine two wallboards (English and Spanish queues).

    There are a number of English wallboard tiles they display, but only a couple of Spanish tiles.

    When you combine them in a dashboard, the Spanish tiles appear much larger. If anything, they want the English tiles to be larger.

    The ability to size these tiles would make it esthetically pleasing.

    Thanks!
    Alex Lawson

    2 votes

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  4. Set up email alerts if the queue for "Waiting To Be Run" metric reaches X % or X quantity increases.

    2 votes

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    Under Review  ·  1 comment  ·  Alarms  ·  Flag idea as inappropriate…  ·  Admin →
  5. With V2.1 you can allow application users to have access to multiple partitions. This feature should also extend to multiple platforms so a user can have access across multiple partitions across multiple platforms

    2 votes

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    In Development  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  6. Please add an option to hide Akixi 3000 omni-channel components from Supervisor view if Akixi 3000 is not assigned to the partition.

    For example, Chat and Email Contacts will not display if a user has Akixi Lite, 1000 or 2000 assigned to a partition.

    A lot of service providers are very picky about what their end-users are able to see... They only want them to see products offered by the service provider. This new feature will allow service providers to control what their customers can see as far as functionality.

    2 votes

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  7. According to our troubleshooting with Akixi, any unanswered call to an agent (AKA Bounce) will count as an overflow on the wallboard.

    This can greatly increase the Overflow counts on the wallboard.

    If an overflow rule is set, specifically one sending the call off platform, then only those calls should be considered Overflowed.

    2 votes

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  8. Is it possible to record max concurrent queue length of calls waiting in a report when filtering a Call Centre group?

    Would be useful to see the max concurrent calls queuing against a queue, especially, when running a Calls By ½ Hour Interval report style so see which ½ Hour period had more calls queueing and action, accordingly.

    This could run in conjunction with our current stat 'Max Concurrent Calls' to enable the supervisor to view the highest point of calls waiting in the queues.

    2 votes

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  9. Unless we're missing something, we can't see a way to rename folders. This would be helpful to save having to remove all the reports from a certain folder and then add them to a new folder with a new name.

    Thanks for listening.

    2 votes

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    Launched  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  10. As a Cisco reseller we need reporting packages that need the following:
    Inbound and Outbound Call activity
    Cradle to grave reporting
    Ability to total call time per user
    Management reports that are preconfigured and don't need to be adjusted from an excel format.

    Or the ability to easily modify the excel export of reports
    We need the ability to call inbound and outbound call activity for sales reps etc...
    Overall Company call volume
    Workforce Management Analytics

    This is a business market space that constitutes in excess of 10k MRR

    2 votes

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  11. When scheduling a report on Akixi, it would be beneficial if we were able to stipulate a "specified range" as opposed to the default options

    2 votes

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    Under Review  ·  1 comment  ·  Scheduled Reports  ·  Flag idea as inappropriate…  ·  Admin →
  12. When viewing reports, I am finding myself scrolling up to see the header fields. It would be nice if the header fields would stay constant (like freezing in Microsoft Excel).

    2 votes

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  13. 2 votes

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  14. When using Broadsoft premium call centre you can dial out via each of the different DNIS entry points. It appears that Akixi isn't capturing this outbound data so we are unable to report on the outbound traffic broken down by presented number.

    Thanks,

    Scott

    2 votes

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  15. For real-time dashboards it would be nice to be able to put a filter on each tile for a different agent or extension. That would help for wallboard displays on the wall and gamification displays. That way I can put a tile up showing Agent 1, 2, 3, etc. and show a stat for each tile.

    2 votes

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  16. The 'Telephone Number Called Description' field on a Historic Call List can be incorrect when there are multiple extensions with the same number. e.g. If a company has 10 x2000's and an internal call is made to each one of them, the report will only ever show the description for one of them in that field. Is it possible to interrogate the device called to get the correct description?

    2 votes

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    In Design  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  17. Provision of the ability to display a report on call activity real time on a weekly and monthly basis as opposed to just daily.

    2 votes

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  18. Ability for Agent to alert Supervisor through handset and alarm appear on supervisor to monitor call alternatively agent can Instant Message supervisor through presence account. This is instead of sending an email or waving at supervisor.

    2 votes

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    Under Review  ·  0 comments  ·  Supervisor Settings  ·  Flag idea as inappropriate…  ·  Admin →
  19. Add in an option to monitor the time between a call leaving a call queue where it has been waiting to the time it is answered from ringing on a handsets.

    2 votes

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  20. Quick method of resynchronisation for when items are deleted from Broadsoft/Horizon Currently need to mass delete and read, a tool to check discrepancies and fix would be useful
    and coupled with this an email alert to advise when the two are out of synch

    2 votes

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    In Development  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
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