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  1. 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

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    0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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.

    1 vote

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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)

    1 vote

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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.

    1 vote

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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.

    1 vote

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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 →
  8. 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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    Under Review  ·  0 comments  ·  Filtering  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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  ·  Scheduling  ·  Flag idea as inappropriate…  ·  Admin →
  10. Enable users to tag a call on Akixi to help identify differing call campaigns, eg "Twitter", "Fedex" etc...

    Ideally, this would replace the displayed number called description

    1 vote

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    0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  11. Please can we have a report for Agents which shows how long they have been in each state for.

    1 vote

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    Under Review  ·  5 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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.

    3 votes

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    Under Review  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  13. It would be useful if administrators could run a scheduled report for the xth day of the month that will automatically provide a list of all extensions, agents and supervisors (basically any billable components).

    This would reduce the need for manual reports to be run or filtering down monthly billing reports to get this information, and help reduce the number of users having to access the administrator account to get this information

    1 vote

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    Under Review  ·  0 comments  ·  Reports - Other  ·  Flag idea as inappropriate…  ·  Admin →
  14. 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 →
  15. 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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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  16. 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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    Under Review  ·  0 comments  ·  Reports - Other  ·  Flag idea as inappropriate…  ·  Admin →
  17. 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 →
  18. 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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  19. 1 vote

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    Under Review  ·  1 comment  ·  Reports - Other  ·  Flag idea as inappropriate…  ·  Admin →
  20. Create a link for wallboard to run in teams. Allowing a multiple locations to display a single board. This would allow multiple locations a single display that no one can fiddle with. The AKIXI users will have there own logins to pull reports. Allowing a centralized dashboard.

    3 votes

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    Under Review  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
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