267 results found
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Report the Clearing Party
Please add the clear party and reason code to the call stats
Call centres need to see who ends the call
It helps assess agent performance and customer experience
Surprised that you do not already include this1 vote -
Configurable audible alarm repetition & duration
Currently, the audible alarm will only sound once while the configured threshold is met. Request would add in the ability for the audible alarm to continue sounding, as long as the threshold is met, at a configurable cadence .
5 votes -
Reseller level admin account
Reseller level access to all the customers we manage and ordered, so that we do not have to have individual log in's to assist customers.
Audit trailing would be required for these accounts.7 votes -
Flag ACD vs non-ACD calls for ACD Agent List
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).
5 votes -
Historical Unreturned Lost Calls - Add ability to see if calls were returned
For Historical Unreturned Lost Calls, add ability to see if calls were returned. This could be a field that indicates yes or no.
6 votes -
Log Account Codes Directly on Akixi
Currently to log account codes (Akixix Horizon) they have to be entered on the handsets. The problem with this is the caller on the other end hears the beeps. The only way around this is to put the caller on hold, enter the account code and then resume the call which is a bit clunky.
Would it be possible to allow users to enter account codes for the active call they are on directly in Akixi? For example if users had Akixi Presence they could use this to classify calls with account codes to be reported on at a later…
3 votes -
Automation API to Retrieve Billing CDRs
We would like an automate-able way to retrieve the Billing CDR file on a daily basis.
6 votes -
Copy reports within the same supervisor
Be able to duplicate reports in the same supervisor by way of a copy button. This would generate an identical report with a suffix of - copy (1) etc. on the report name.
12 votes -
Minute Increments on Scheduled Reporting
If stating anything other than 5 minute increments for the time of a scheduled report, the platform will round the time to the nearest 5 minute interval.
2 votes -
Agent help request
Ability for Agent to alert Supervisor through handset and alarm appear on supervisor to monitor call alternatively agent can Instant Message supervisor through presence account. This is instead of sending an email or waving at supervisor.
1 vote -
Wallboard click-through to drill down
Ability to click a tile on the wallboard and dynamically filter and drill-down to the data detail that makes up the wallboard display - ie, 8 Abandoned Calls tile on Wallboard - when clicked and report will display that shows a list of eight abandoned calls and its associated metrics/stats. Tru
13 votes -
Allow multiple email addresses for scheduled reports
Ability to add more than one email address to receive a report. This can be a chargeable item. AKiXi only allows one email address. This cannot change without affecting messaging / notifications to the user who created this report just because he wants to send the report to his supervisors. To add a AKiXi 2000 user, just so they can get a report once a month, does not warrant the cost associated. Not to mention, you must recreate the report for every user added. Therefore, the users are creating Microsoft Outlook rules to forward these emails; a definite inconvenience.
13 votes -
Continual Alarm for Unreturned Lost calls
Have a continuous alarm for whenever there is an unreturned call on the unreturned lost calls report
8 votes -
Make Hunt groups selecteable for display on on Huntgroups (i.e. suprgroups not to display containing hunt groups)
When creating a hunt group that contains supergroups, select whether you want to have the sub group members displayed
2 votes -
Display N/A descriptions rather than its code
The ability to display N/A descriptions rather than its code on ACD agent list when using Akixi on Horizon.
1 vote -
Calls to UC collaborate bridge to be tracked
Don't see the user status changing to Green when they join a conference room (UC collaborate room). Have already been raised this through the suppor reference #7449 .
1 vote -
Display Unreturned Lost Calls on Wallboard
Have a statistic that shows unreturned lost calls on a tile in the wallbaord view. This would be filtered against the wallboard filter settings
6 votes -
Additions to calls Ended on Hold Metric
The calls ended on hold has been very well received by our customers. It would be helpful to display the total amount of calls placed on hold, and the total ended at varying time lengths, so that customers can determine the average length of time a call disconnects after being on hold.
Also, it appears the % Ended on Hold is derived from the total calls and the number of calls ended on hold. I suggest the %Ended on hold be taken from the total amount of calls placed on hold and the number of calls ended on hold.
1 vote -
Restricted wallboard/report views
Allow a log on that only shows pre set wallboards or reports with no supervisor capabilities. For example, this would let large multi site companies, such as national food outlets, display a wallboard in each store without giving store staff any supervisor features. With having the reports displayed in each store controlled by a central head office admin.
13 votes -
4 votes
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