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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……

    3 votes

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    In Design  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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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  4. 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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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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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  8. 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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  9. 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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  10. When changing the date in the custom range panel, the seconds in the time value reset to 00 from whatever it was previously set as (see video snippet). We're unsure if this is a bug or has been done by design, but for the 'to' value we always work to hh:mm:59 not hh:mm:00, so it's mildly irritating to have to change this every time we alter a date value.

    Thanks for listening.

    1 vote

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    In Development  ·  6 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  11. Nothing ground breaking, but can we have the option to change the working week in the custom date range panel (see attached) back to Mon-Sun rather than Sun-Sat? We can't remember when exactly (last year perhaps), but this changed in one of the big updates a while ago.

    Thanks for listening.

    1 vote

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    Considered For Roadmap  ·  4 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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 →
  13. 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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    In Design  ·  3 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  14. 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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    In Design  ·  2 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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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    In Design  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  16. 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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    Declined  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  17. We run call que groups and sometime calls are missed

    I would like in Akixi on the historic call list, to click on a call and see who the call was pushed out to before it was answered/abandoned/overflowed etc… I know Akixi can see what phones are ringing so would like to feature request the ability to see what phones/users descriptions where rung on each call.

    2 votes

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    Considered For Roadmap  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  18. Currently Calls by 1/2 hour only add in the 1/2 interval if there have been live calls during that interval - this request is to modify so that when in Real Time each interval is added regardless of the call volumes in the interval. For live reporting on users who are targeted on call volumes and duration this would really help.

    1 vote

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    In Development  ·  4 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  19. 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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    In Design  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  20. 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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    Declined  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
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