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  1. 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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  2. 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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  3. 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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  4. 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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  5. 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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  6. 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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  7. 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 →
  8. 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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  9. 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 →
  10. I can't find a way to API report data in Power Query.

    Please let me know if I've missed it.

    I'd be great if this could be developed if not (although I can work with the csvs in the meantime).

    2 votes

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  11. Include a setting under the "Advanced" modify field to allow you to specify which type of calls for group device members you want to log, be this "Inbound Only", "Outbound Only", "None" or "All"

    This will allow us to capture Outbound calls when using a hunt group as the device filter, without having to include calls to extension users DDI's

    2 votes

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  12. Ability to maximize the Full Screen display. I know in the last version you guys did a great job maximizing this.

    Currently it shows the task bar at the bottom. Maybe a "Checkmark" next to Full Screen Display Mode that also says Hide Task Bar.

    3 votes

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  13. At the moment all overflowed off trk-trk calls are reported as answered calls, even when they're not answered by the overflowed destination. Can this be changed so we can actually report on whether or not these overflowed calls actually connected?

    It would also be good to have a separate field for this, something like 'overflowed off ans'.

    Thanks,
    Rhys

    2 votes

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  14. A client would like the option of resizing wallboard tiles, especially within a dashboard.

    The issue occurs when we combine two wallboards (English and Spanish queues).

    There are a number of English wallboard tiles they display, but only a couple of Spanish tiles.

    When you combine them in a dashboard, the Spanish tiles appear much larger. If anything, they want the English tiles to be larger.

    The ability to size these tiles would make it esthetically pleasing.

    Thanks!
    Alex Lawson

    2 votes

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  15. We have clients requesting the ability to rename the Wallboard Display Tile Texts (Calls Waiting Now, Longest Call Waiting Now, etc.). Especially those that have migrated from another vendor to AKiXi.

    This ability would allow them to migrate more seamlessly since they can matchup their old naming convention to the new environment.

    We can visualize this new feature in the Modify / Fields / Display Settings area. AKiXi already offers a “Display Title Text Area”. A textbox next to this setting could facilitate this new feature.

    Thanks!
    Alex Lawson

    1 vote

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    Launched  ·  1 comment  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  16. We would like to be able to schedule a Dashboard report, so we can e-mail our management a single screenshot showing all the day's figures, rather than them having to open several e-mails.

    4 votes

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  17. With V2.1 you can allow application users to have access to multiple partitions. This feature should also extend to multiple platforms so a user can have access across multiple partitions across multiple platforms

    2 votes

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    In Development  ·  0 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  18. Integrate Akixi with Inference to pull stats/metrics off Inference. This is a highly desired feature of major service providers.

    https://www.inferencesolutions.com/

    5 votes

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  19. Have Akixi automatically generate an all-encompassing "partition" level device... This allows an Akixi Supervisor with Telephony Server wide access to easily generate a report that allows them see a partition/location. It also keeps an admin from having to create supergroups.

    There would also be a mechanism where a Supervisor could select to remove certain devices from the "partition device". This would almost be like automatically creating an all-emcompassing supergroup for each partition, then giving supervisors the ability to un-check devices in the supergroup they want to exclude.

    1 vote

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  20. Please investigate potential integration with Wildix Cloud based PBX.

    5 votes

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    Declined  ·  3 comments  ·  General Reporting  ·  Flag idea as inappropriate…  ·  Admin →
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