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  1. Currently, if an unmonitored user makes an inbound call into a monitored user or service (HG, queue), the call is not tracked in Akixi. This request is track all calls regardless if the calling party is an unmonitored user or not.

    Scenarios:
    • If a non-user was to call in from any phone, it would be reported in the. Agent/queue stats because it was a call to the queue.
    • If an un-monitored user was to call in from their cell phone, it would be reported in the Agent/queue stats because it was a call to the queue.

    • BUT……

    4 votes

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  2. It would be great to see how long as a percentage, how long an Agent has spent on the phone compared to their total time on duty.

    1 vote

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    In Design  ·  2 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →

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  3. Currently, for multiple days, the report's data gives 00:00:00 to 23:59:59

    Ideally would want a New Feature “OFFSET” where one could select “+3HR” that would essentially Offset and redefine a day to: 03:00:00 to 2:59:59 (next morning)
    8/17 3:00:00 to (2:59:59 am next morning) data
    8/18 3:00:00 to (2:59:59 am next morning) data
    8/19 3:00:00 to (2:59:59 am next morning) data

    and then also be able to set secondary filter: Time Range Between: 09:00:00 And: 02:29:59 (next morning)

    3 votes

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  4. Would it be possible to have a report for account codes to include "Account Code Entered" along with "Time Entered" or have these added to agent reports.

    In this way i would be able to locate the call associated to a specific code entered, if therev are trends i can locate calls to offer training or coaching.

    Entry Time Device Name Account Code Entered

    07/13/2021 13:12:19 Peter Smith No Sale

    07/13/2021 13:21:19 Peter Smith Sale

    07/13/2021 13:41:19 Peter Smith Call Back Later

    07/13/2021 13:44:19 Peter Smith No Sale

    1 vote

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  5. Is it possible to schedule dashboards as a report for an admin as that would mean instead of two or three reports the the user would get one.

    1 vote

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    In Design  ·  3 comments  ·  Scheduled Reports  ·  Flag idea as inappropriate…  ·  Admin →

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  6. Reporting for Broadworks Auto Attendant with submenus. This is a different Auto Attendant license than the original Broadworks AA. It is a more advanced AA that supports submenus, announcements, etc...

    1 vote

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  7. Support,

    We need a report filter in which we can see percentage of multiple incoming calls from a single number divided by total incoming calls of the day. For example, if there were a total of 100 incoming calls and 20 of those calls were made by the same User, the filter should display as below:

    Source Number: "xyz"
    Destination number: "abc"
    Percentage of the calls: 20/100 (0.2)

    I know this will show a lot of single calls as well, but this would help users identifying the callers those are calling more than once a day.

    Please let me know…

    1 vote

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    In Design  ·  3 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →

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  8. 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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  9. 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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  10. 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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  11. 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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  12. 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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    In Design  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →

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  13. 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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  14. Please can we have a report for Agents which shows how long they have been in each state for.

    4 votes

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  15. It would be useful to be able to monitor all internal calls, regardless of whether both the calling and called party are monitored on Akixi or not, as presently we are missing a number of call statistics due to these originating from unmonitored extensions from within the same enterprise.

    5 votes

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  16. 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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  17. 1 vote

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  18. Much like how Akixi handles emails by picking emails from a queue on a first come first served, can this be implemented on the Unreturned Lost Calls?

    If there are unreturned lost calls on the list, an agent should be able to press a button to pull and make a call to the oldest unreturned call. This would mean sales teams cant be picky in who they call and they will be dealt with in order. Also currently only the Supervisors can see the numbers on the reports so this would get round that?

    1 vote

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  19. Our customer has requested more control on customising the displays of their wallboard. Including changing column width, test sizes on headers and specific tiles.
    Their previous call management software could have configured individual tiles with their own filters. EG an ACD queue of "new patients" but a counter which splits the total number of calls as they have numerous DDIs publicised.

    EG Calls answered for Create Fertility Main DDI, and calls for ABC IVF which would appear as tiles adjacent to each other on the same dashboard display.
    Setting this up as a completely new and separate report means we…

    1 vote

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  20. 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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