187 results found
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automatically add the date to the report's file names when a report is run
When a report is automatically run and emailed to the supervisor the name of the report does not include the date when the report was run. If a supervisor receives weekly reports, every week they receive a report which has the same name as the last report/s they received. This means they have to manually change the name of the report whilst saving the report to prevent it from overwriting the last report they saved. This is a basic requirement and is very simple for any code writer to insert the date into a file's name before it is saved…
2 votes -
Enhancement to the timeframe reports capture data between
Currently, for multiple days, the report's data gives 00:00:00 to 23:59:59
Ideally would want a New Feature “OFFSET” where one could select “+3HR” that would essentially Offset and redefine a day to: 03:00:00 to 2:59:59 (next morning)
8/17 3:00:00 to (2:59:59 am next morning) data
8/18 3:00:00 to (2:59:59 am next morning) data
8/19 3:00:00 to (2:59:59 am next morning) dataand then also be able to set secondary filter: Time Range Between: 09:00:00 And: 02:29:59 (next morning)
2 votes -
Calls by Account Code
Would it be possible to have a report for account codes to include "Account Code Entered" along with "Time Entered" or have these added to agent reports.
In this way i would be able to locate the call associated to a specific code entered, if therev are trends i can locate calls to offer training or coaching.
Entry Time Device Name Account Code Entered
07/13/2021 13:12:19 Peter Smith No Sale
07/13/2021 13:21:19 Peter Smith Sale
07/13/2021 13:41:19 Peter Smith Call Back Later
07/13/2021 13:44:19 Peter Smith No Sale2 votes -
Reports : ACD Agent List : Next Agent On Deck
We had a couple of our vendors (call center supervisors) wanting to know if AKIXI can display who is the NEXT AGENT about to take a call.
There could be another field called "ON DECK". And since ACD Agent List is sortable, we can sort on this field and show the lineup.
Thanks!
Alex Lawson
BluIP2 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 -
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 -
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 -
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 -
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 -
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 -
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 -
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 -
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 -
Wallboard Tile Sizing Within a Dashboard (Multiple Wallboards / Queues)
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 Lawson2 votes -
Add metric for "real, true actual" talk time that doesn't include hold time
Add metric for "real, true actual" talk time that doesn't include hold time. Technically, talk time is the time a phone is "off-hook". During off-hook periods, callers are placed on hold, which adds hold time to the talk time metric. Please add a talk time metric that excludes the hold-time.
2 votes -
Email alarming for "Waiting To Be Run" metric increases
Set up email alerts if the queue for "Waiting To Be Run" metric reaches X % or X quantity increases.
2 votes -
Configure User to have access to combination of Platforms and Partitions .
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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