Log Account Codes Directly on Akixi
Currently to log account codes (Akixix Horizon) they have to be entered on the handsets. The problem with this is the caller on the other end hears the beeps. The only way around this is to put the caller on hold, enter the account code and then resume the call which is a bit clunky.
Would it be possible to allow users to enter account codes for the active call they are on directly in Akixi? For example if users had Akixi Presence they could use this to classify calls with account codes to be reported on at a later date?
Further testing and im unable to add the code in Wrap-Up. If the code can be added in Wrap-Up there will be less chance of losing the data to be collected.
I work in healthcare and examples of the codes i use are below, i use these to track the calls we receive and then use the data to improve the service by introducing process changes.
Also i use the data to target calls for individual agents, i can see that an agent is taking longer on particular calls and can deliver coaching and training based on the individual needs.
If codes aren't being entered on every call or are being entered incorrectly, information ends up being corrupt.
If Agents can enter the code in Wrap-Up, they are less likely to not have entered a code and are more likely to enter the correct code.
00 Same day booked
01 Advanced booked
02 U5 booked
03 No appointment, send to 111
04 No U5, send to 111
05 Test results urgent
06 Test results non-urgent
07 Patient will call back tomorrow
10 CST booked
11 Missing item
12 Missing item review
13 Missing item acute
20 Emergency Prescription
21 Pallative Care Home visit
30 FCP booked
31 Nurse booked
32 Home Visit request booked
33 Home Visit other query
Emanuel from Coventry commented
Reason/action/account code entries via Akixi
The new Omnichannel Panel may lend itself to be the vehicle for this?
Could it then add a code to a call whilst in wrap up too?
(Something else the base system can't do)