187 results found
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Change 1/2 Hour reports to update each 30 mins whether there are new calls or now
Currently Calls by 1/2 hour only add in the 1/2 interval if there have been live calls during that interval - this request is to modify so that when in Real Time each interval is added regardless of the call volumes in the interval. For live reporting on users who are targeted on call volumes and duration this would really help.
1 vote -
Reporting for Broadworks Auto Attendant with submenus
Reporting for Broadworks Auto Attendant with submenus. This is a different Auto Attendant license than the original Broadworks AA. It is a more advanced AA that supports submenus, announcements, etc...
1 vote -
Shared Report
We currently have a number of supervisor accounts, all of which have copies of one another reports as we appreciate you cannot have multiple users signed into the same account at a given point. That said, what would be useful is if we could share a "live" version of the report between accounts, so that a change made to the report on account A reflects on account B, and vice versa. The only way to work around this at present is to copy the reports across once a change has been made.
3 votes -
Be able to monitor internal calls without monitoring all devices
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.
5 votes -
Ability to see which users were available at time of call
We run call que groups and sometime calls are missed
I would like in Akixi on the historic call list, to click on a call and see who the call was pushed out to before it was answered/abandoned/overflowed etc… I know Akixi can see what phones are ringing so would like to feature request the ability to see what phones/users descriptions where rung on each call.
2 votes -
Pause email/chat handling time when answering a call
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.
2 votes -
total ring time
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
3 votes -
Omnichannel Panel Restrictions
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.
2 votes -
Tag emails or chats based on outcome
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)
2 votes -
Park an email
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.
2 votes -
Add Total Talk Time (Distribution) to Historical Call List
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 -
Unable to specify seconds when setting a date/time range on a report
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 -
Report to identify pause resumed calls
I would like to be able to identify any calls that a device has paused through the Horizon business call recording
2 votes -
Reports Filter
When looking at your currently created reports, having a filter to narrow down particular reports containing a key word.
Some of our customers have multiple created reports and they would like to see what report is most suited.
Ie: entering "KPI" and it would display any reports which contain that field.
1 vote -
1 vote
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Link associated emails
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 -
Send calls to back of the queue
This can be done manually by clicking "send call to" then typing in the number. As there are so many different numbers that dial in, is there a way to code this in the background to send to the same number they called in on so it goes to the back of the queue? Then add an option that says "Send to back of queue"
13 votes -
Microsoft Teams - web link/ Centralized shareable dashboard
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.
2 votes -
Enter multiple "Answer Types" without using "All"
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 -
Scheduling Dashboard Reports
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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