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  1. It would be useful to have an additional field on the extension list reports that allow for you to see specifically how many out of a pot of calls were made to an extension directly, against how many the agent answered via a group.

    For example, if we have an extension list filtered on a support team (hunt group), and are including calls for group device members, it would be useful to see "out of the 20 calls Joe Bloggs answered today, 5 were direct dials to his DDI"

    1 vote

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  2. It would be useful to have a field on the Historic Call List that purely details the time an extension or ACD Agent was in an alerting state for, and not include time listening to entrance messages etc in the queue.

    1 vote

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  3. Simple report categories on the left hand side:
    Inbound Reports
    Outbound Reports
    ACD group Reports
    Agent Activity Reports
    Time Reports

    1 vote

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  4. Returned Missed Calls - how were they returned? Being able to identify if a call was returned by the customer ringing back in and being answered or whether an agent picked up the phone and made an outbound call to the customer would be really useful.

    1 vote

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  5. Ticker tape/scrolling text panel for wallboards. To display incentives, projects for teams working on outbound campaigns. The ability to add an RSS news feed to this would be useful also but custom messages would be the main requirement.

    2 votes

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  6. Not available codes counts - at the moment you can report on how much time each agent has spent in an not available code on an ACD Agent List but you cannot report on how many times they have entered into that not available code.

    1 vote

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  7. Currently we understand that there are mechanisms in place where Akixi will attempt to flatten calls that bounce into a single segment (such as where a call bounces to the same agent or location).

    It would be useful if Akixi could report specifically on the number of times a call bounces, similar to how we see this on our CDR reports.

    6 votes

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  8. 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

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  9. When a report is automatically run and emailed to the supervisor the name of the report does not include the date when the report was run. If a supervisor receives weekly reports, every week they receive a report which has the same name as the last report/s they received. This means they have to manually change the name of the report whilst saving the report to prevent it from overwriting the last report they saved. This is a basic requirement and is very simple for any code writer to insert the date into a file's name before it is saved…

    1 vote

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    Under Review  ·  1 comment  ·  Scheduled Reports  ·  Flag idea as inappropriate…  ·  Admin →
  10. Would want to build any report more easily by using “DEVICE FILTER” by allowing 2nd column “[Any Device]" (i.e., "the descriptor") to also be sortable...

    current default- 1st column phone numbers are in ascending order.
    desired enhancement- 2nd column Descriptor filed in ascending Alpha/numerical order.

    Example: Build reports by Store # ID (or groups of Store # ID’s for a particular region)

                       <Sort this column>
    

    xxx-xxx-xxxx Store 00008
    xxx-xxx-xxxx Store 00402
    xxx-xxx-xxxx Store 05005
    xxx-xxx-xxxx Store 09001
    . . .
    xxx-xxx-xxxx Store 99999

    1 vote

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    Under Review  ·  1 comment  ·  Filtering  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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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  12. 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

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    Under Review  ·  4 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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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  14. Building on the Account code feature to tag a call with some more in-depth info. An option to have more tiered options. EG currently account code 521 = Sale made. could be instead made up of three separate digits first 5 was Sale. Second 3, was (from a choice 1, new Customer, 2, New project, 3 Existing customer,) and third choice (1) was Hardware, (2 is S/W, 3 Accessories etc). I know this can be done already using the above Acc Code feature, but an on-screen prompt displaying the options, (opened during a call?) for the agent to select and…

    1 vote

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  15. 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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  16. 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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  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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  18. 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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  19. I have users that need to take multiple emails from the queue, not limited to one at a time.

    1 vote

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  20. The un returned calls screen is great but would like to be able to report on how long it is taking staff to return the calls historically. Would also be good if we could set an alarm if the time exceeds the margin on the live screen as well.

    1 vote

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