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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. 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 →
  3. 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 →
  4. 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 →
  5. 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

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    Launched  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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

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    Under Review  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  12. Create a live tile for Desktop wallboard which displays "Top Extension" that can be filter on Inbound / Outbound / Call Duration

    3 votes

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  13. When using Broadsoft premium call centre you can dial out via each of the different DNIS entry points. It appears that Akixi isn't capturing this outbound data so we are unable to report on the outbound traffic broken down by presented number.

    Thanks,

    Scott

    2 votes

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  14. Hi guys,

    Can you look in to adding a field for financial values vs call length?

    I.e. total talk time x manual value (e.g 20p per minute) = total call cost

    2 votes

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    Long Term Roadmap  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  15. The ability to display N/A descriptions rather than its code on ACD agent list when using Akixi on Horizon.

    1 vote

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    Planned  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  16. When using a report in BLF view, the tool-tip box containing the call statistics transitions away after a short duration. The only way to stop the tool-tip from transitioning away is to constantly move the mouse cursor over the highlighted user.

    It would be beneficial if there was an option to stop the tool-tip box from transitioning away on the reporting.

    7 votes

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    Under Review  ·  1 comment  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  17. Add in an option to monitor the time between a call leaving a call queue where it has been waiting to the time it is answered from ringing on a handsets.

    2 votes

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  18. I would like to have the ability to modify the format of text when a report is in chart view. If displaying the chart view on a TV within the office, I would like to be able to make the text bigger/bolder to make it easier to view.

    3 votes

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    Long Term Roadmap  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  19. Add "Adandoned" Counts and Percentages for Inbound Answer Performance in Fields > Call Counts & Percentages like Akixi does today for "Answer". As with Answer, setting/configuring Abandoned will be done from the Settings tab of report add/edit.

    3 votes

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    Under Review  ·  0 comments  ·  Fields and Statistics  ·  Flag idea as inappropriate…  ·  Admin →
  20. Flag ACD vs non-ACD calls for ACD Agent List, Extension List and any other reports capable of stat.

    Essentially, Akixi can identify calls that are presented to an agent via call center queue (ACD) or some other method such as AA/user transfer, direct dial (non-ACD).

    6 votes

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