Reporting

Categories

JUMP TO ANOTHER FORUM

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback
  1. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  4 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  3. have the ability to manually increase or decrease time related metrics on a report to aid in accurate KPIs for bounced calls or to allow for queue entry messages

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    In Design  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  8. We have a customer with 3 wallboards in a call centre. The CC manager regularly wants to change a display on all screens. We don't want to overwrite all reports, just send 1 report to another user.
    At the moment we are having to do this manually which is slow.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Launched  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  9. The ability to build a report that shows the number of UNIQUE phone numbers dialled in a day by extension. This could just be an additional field titled "Unique Numbers Dialled"

    We can use the extension report to show the number of calls each extension made...but we want to also see how many UNIQUE phone numbers that was to.

    i.e. if a member of a telesales team were to make 100 calls in a day we want a report that shows the number of UNIQUE phone numbers that were called.

    The reason being is the number of calls can be…

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  10. If on outbound calls and the phone is set to unavailable, your unavailable time still adds up rather than the phone call you are on. Can this be changed to not include the call time?

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  11. We would like to be able to report on forward statistics in the same way that it's possible to report on "DND statistics" in "Fields". Is this something that you would be able to add?

    4 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  12. Add metric for "real, true actual" talk time that doesn't include hold time. Technically, talk time is the time a phone is "off-hook". During off-hook periods, callers are placed on hold, which adds hold time to the talk time metric. Please add a talk time metric that excludes the hold-time.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Launched  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  13. Have a field or section that specifies the time frame of a report. For example, if you have a Calls By 1/2 Interval report set to show "last month", display the name of the actual month. In the following attachment, the day the report was ran was May 12th, 2020. The time frame that should display on the report and download (pdf, doc, xls) is "April".

    4 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  14. Would it be possible for the Department name that is pulled from the Horizon system that is available on the extension list report to be available on all reports

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  15. Please add "Transferred In" and "Transferred Out" metrics to Call Counts and Percentages... This metric is specifically designed to show calls that have been "blind" or "consultatively" transferred TO or FROM a Device in Akixi. TO = Transferred In, FROM = Transferred out.

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  16. The DND Chg Time field displays the time only with no clear indication what date the change occurred on unless the field is opened in full. My customer wanted to send a report with this data on to a manager and cannot do so. Please add the date as a configurable field to be presented alongside the time

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  17. When you have both hunt groups and individual numbers in a report calls are counted multiple times. Idea is to provide a filter to only count the call once for the report without having to select final segment only.

    4 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  18. Is it possible to record max concurrent queue length of calls waiting in a report when filtering a Call Centre group?

    Would be useful to see the max concurrent calls queuing against a queue, especially, when running a Calls By ½ Hour Interval report style so see which ½ Hour period had more calls queueing and action, accordingly.

    This could run in conjunction with our current stat 'Max Concurrent Calls' to enable the supervisor to view the highest point of calls waiting in the queues.

    2 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  19. The ACD N/A Code Usage report allows you to view individual or multiple agents together. However, when selecting more than one agent, the code usage times are not broken down by agent.

    There is no option to add the agent name field to the report, but it would be helpful when running this report to see each individual's code usage times rather than a total amount of time per code for all agents combined.

    Thanks for listening.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Declined  ·  2 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  20. Create a live tile for Desktop wallboard which displays "Top Extension" that can be filter on Inbound / Outbound / Call Duration

    3 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
← Previous 1 3
  • Don't see your idea?