187 results found
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Enhancement for inbound calls to only be reported on once, so that it shows the correct information on the reports and wallboard
One call from a customer in to be only reported once on both the reports and on the dashboard. The issue is I ned to manipulate the data which is very time consuming, a first call on a report wasn't necessarily answered at the time is says, and it was likely to have gone into an overflow, and then was answered by the overflow group. So what I find myself doing is when I receive the report is deleting all records that are New Call, Answered No, and the status diverted. This is to show it wasn't a missed call,…
2 votes -
Wallboard fields
Ability to have windows flashing red instead of flashing a darker shade of colour, this would make stats like Avg Waiting Time more noticable when on a wallboard.
Images attached to help show.
1 vote -
Alarm bell icon next to report name
Add an alarm bell icon next to the report name, like the one for scheduled reports. This will make it easier to find which report has the annoying alarm going off all the time!
1 vote -
sort
Hi, it sounds simple and thought I may be missing something but found out it isn't possible. Can you please add the ability to change the column that the report is sorted on (ascending or descending). For example, looking at a historical call report the sorting is being done on the 'Ended' column, however I want to be able to have the calls sorted by the 'Started (Dist)' column so the calls are listed by the time the calls came in not when they ended.
2 votes -
Display Queue/Ring Times Separately
The ability to display the time customers are in a holding queue seperately from how long a call centre agent handset has been ringing. At present only the total time is displayed from the start of the call entering the queue giving false data on the wallboard.
2 votes -
Agent Color Control
Allow us to control the colors for each agent so we can specify the color based on their “Agent/Device Status”. Possibly even allow us to ONLY color the “Agent/Device Status” cell instead of the entire agent line. Coloring a single cell (Agent/Device Status) cell makes it easier to read the wallboard.
See attached screen shot comparing our old wallboard to the Nextiva wallboard…..same number of agents doing the same tasks, but the screenshot of our old wallboard is much easier to read and identify what is going on.
1 vote -
Consolidate Agent Status Fields on Real Time Report
**It would be very beneficial to populate the data from the following fields on the real time reports:
Call’s Device Name (Called)
Call’s Type/Direction
Device Status Description
ACD State Description
Not-Available Code DescriptionInto a single column, currently we have to display 5 columns on the wallboard to get this information and it makes the wallboard extremely difficult to read**
Here are a few examples.....
- If an agent is "unavailable" because they are on "Break", then they are not "Idle".....they are on "Break".....no need for 3 separate fields "Idle", "04" and "Break"
- If an agent is on an…1 vote -
"Time In State For" field
Customer is requesting "Time In State For" field should not show the time for the State "Signed Out". This is the case when an agent hasn't signed in for the day (there is no time shown), but if the agent signs in and then signs out at the end of the day it will show how long they have been signed out.
This is working as intended. Per the help file:
The duration that the agent has been in the current ACD state for. The column value shows empty for agents that have not signed in at all within the…3 votes -
Enable borders in the dashboard
It would be useful to have a setting within the dashboard view to enable borders on the component reports, which would help add some distinction between the contained reports.
This would be useful (for example) where multiple desktop wallboards are within a dashboard, to help make clear where one wallboard ends and another begins.
2 votes -
Remove Mandatary Call Queue Greeting Time from Call Waiting Fields
Currently when a mandatary greeting is played on a Call Centre Queue (ie greeting could be over one minute) this is included in the Waiting time fields. Could a feature be developed to remove the greeting time, so essentially a tick box and field to remove the greeting time
2 votes -
Date/timestamp at the top of reports
For Extension/Device Style could there be an option when selecting the Date/Time for the date to be added to the top of the report to show the covering period?
This could be an option within the Display Options to allow the Date/Time to appear above the Header.
For example if the report was set to Date/Time Today and the schedule runs at 21:00, the report would show in or above the header the covering period which would be 26/07/2022 - Time Range 08:30:00 to 17:00:00.
This would help when reports are emailed to other users as they did not receive…
1 vote -
Add the ability to see whether the device calling or the device called ended the call
Please add the ability to see whether the device calling or the device called ended the call
3 votes -
Additional or more customizable Dashboard Layout templates
It would be great to have additional layout options for Dashboards.
I am working with a client whose data isn't comfortably viewable in any of the layout templates. Some of their reports need to be full length (vertically), but some will be so short they could conceivably stack 4 reports vertically. Having the ability to further customize the layout (or even to get some more out-of-the-box layout templates) would allow them to get all of the agent reports properly segmented and viewable on one screen in a much more visually digestible way.
Would also be great is some allowed for…2 votes -
Implement "Total Held Calls" field
It would be useful if we could implement a field into Akixi which would allow us to track the total number of held calls across a given timeframe.
2 votes -
Dynamically scaling filter list limit
It would be useful if the "Maximum Filter List Limit" could dynamically adjust based on the actual number of devices configured against the customer setup.
Currently, this defaults to 150 but does not automatically increase once the number of devices exceeds this. If this could automatically increase based on the true number of devices configured in Akixi, it would help avoid confusion once we exceed this default value.
2 votes -
Email only when there is data
When scheduling reports it would be handy to only have the report emailed if there is data present in the report. For example if a missed calls report has been configured, rather than is sending each hour and someone needing to check it to see if there is any data it would be better to only send if there is data in the report to show there is a missed call. Other solutions offer this report and has been mentioned when we have migrated customers to Akixi.
2 votes -
SimRing Simultaneous Ring Hunt Group / Queue metric for Advanced / Missed calls
Please add the ability to capture the available Extensions/Agents, who were presented a call in a Simultaneous Ring / SimRing Hunt Group or Queue, but did not pick up the phone. This could be a new metric or it could possibly use the Advanced Call metric. Currently, the Akixi will only put a Advanced Call against the last person in the sim group when another user uses the call pickup function and takes the call from the group. Companies want to see all the members who "missed" the call, not the last one specified as available in the Hunt Group/Queue
4 votes -
Colour-coded report tabs
Could an option in the report parameters be added to allow report tabs to be colour-coded on the tab bar at the bottom of the screen? Mockup attached.
Thanks for listening.
3 votes -
Add 'create new folder' button
As far as we can see, the only way to create a new folder is to edit an existing report and add a new folder path in the 'modify report' screen.
A one-click 'create new folder' option within the folder panel on the left of the portal would be great. Thanks for listening.
If we've missed something obvious and there's already a quick way of creating a new folder, please point us in the right direction. Thanks.
4 votes -
Track inbound calls originating from unmonitored devices to monitored devices
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……4 votes
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