187 results found
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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 -
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 -
1 vote
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1 vote
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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 -
Column headers pinned
Is it possible to pin the headers at the top of the page when scrolling down a report? This way when you are on row 300 of a report, you can see the column title instead of having to scroll all the way back to the top.
Thanks1 vote -
Pick a call from Unreturned Lost Call Report
Much like how Akixi handles emails by picking emails from a queue on a first come first served, can this be implemented on the Unreturned Lost Calls?
If there are unreturned lost calls on the list, an agent should be able to press a button to pull and make a call to the oldest unreturned call. This would mean sales teams cant be picky in who they call and they will be dealt with in order. Also currently only the Supervisors can see the numbers on the reports so this would get round that?
1 vote -
Report on length of time it is taking to return unanswered calls
The un returned calls screen is great but would like to be able to report on how long it is taking staff to return the calls historically. Would also be good if we could set an alarm if the time exceeds the margin on the live screen as well.
2 votes -
Allow copying of a single report to another user
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 -
Column width and text size on wallboard displays
Our customer has requested more control on customising the displays of their wallboard. Including changing column width, test sizes on headers and specific tiles.
Their previous call management software could have configured individual tiles with their own filters. EG an ACD queue of "new patients" but a counter which splits the total number of calls as they have numerous DDIs publicised.
EG Calls answered for Create Fertility Main DDI, and calls for ABC IVF which would appear as tiles adjacent to each other on the same dashboard display.
Setting this up as a completely new and separate report means we…1 vote -
Include Specific Types Of Calls For Group Device Members
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 -
Multiple Filter Criteria on a Historic Report
The ability to chose historic call totals by time period with multiple periods within a period. on the Y axis, and Person/Extn/Agent etc on the X Axis so that all calls are not just cumulative totals of selected Extns, but are by Extns and by time break, EG the attached.
1 vote -
ACD Agents login and log out daily/ weekly report
I believe there needs to be a way of reporting on ACD Agents that login each day and log out each day that can be reported on a weekly/monthly basis.
3 votes -
Maximize Full Screen Display
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 -
Number of UNIQUE Dialled Numbers - Added field in Extension Reports
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 -
Report on Trk-Trk Calls
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,
Rhys2 votes -
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 -
Unavailable time not counting while on a call.
If on outbound calls and the phone is set to unavailable, your unavailable time still adds up rather than the phone call you are on. Can this be changed to not include the call time?
2 votes -
Report on forward statistics
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 -
In regards to miscellaneous filtering of devices. We need to be able to sort by Name. Clients don't memorize numbers.
Location filtering of Devices is very tedious, when you have hundreds of devices with a name and a number assigned. Most of the time, my clients can set their filters by the person's name. They don't know the numbers by heart. It would make it so much easier to have a sort at the top of the list of the device description for alphabetical listing. When you have hundreds and hundreds of devices, it makes sense.
1 vote
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