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  1. 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 →
  2. 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 →
  3. 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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    Under Review  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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.

    4 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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 →
  6. 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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  7. It would be helpful to have a mechanism in place that links associated emails in a chain, to allow for instances in which a customer may send repeated updates to an email before the first reply from an agent. For instance, the customer sends in an email, then follows this up 20 minutes later with a photograph to demonstrate the problem, and then follows this up a day later chasing for an update. The concern is there could be 3 agents dealing with what is essentially the same enquiry.

    1 vote

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  8. 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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  9. 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 →
  10. 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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  11. 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 →
  12. It would be useful to be able to specify multiple different call answer types, without the need to include all types (overflowed off etc). So for example, if we only want to see calls that were answered or abandoned in an extension list, and not include advanced calls etc.

    1 vote

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  13. It would be useful to add the functionality in to a Dashboard report that enables you to automatically apply scheduling to the composite reports the Dashboard is made up of.

    For example, say a Dashboard was made of an Extension List, Hunt Group List and Historic Call List.. The scheduled Dashboard would apply a schedule to each of these 3 repords individually and toggle the "Bundle All Email Attachments Inside A Zip File" setting on.

    While this wouldn't display in the same way as the Dashboard itself, it would enable us to collect the same scheduled information without the need…

    1 vote

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    Under Review  ·  0 comments  ·  Scheduled Reports  ·  Flag idea as inappropriate…  ·  Admin →
  14. Please can we have a report for Agents which shows how long they have been in each state for.

    3 votes

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    Under Review  ·  7 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  15. When looking at your currently created reports, having a filter to narrow down particular reports containing a key word.

    Some of our customers have multiple created reports and they would like to see what report is most suited.

    Ie: entering "KPI" and it would display any reports which contain that field.

    1 vote

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  16. 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 →
  17. 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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  18. 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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  19. 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 →
  20. 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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