78 results found
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Ability to "Tag" calls on Akixi
Enable users to tag a call on Akixi to help identify differing call campaigns, eg "Twitter", "Fedex" etc...
Ideally, this would replace the displayed number called description
1 vote -
Admin Reports - Scheduled to show total number of extensions, agents and supervisors per site
It would be useful if administrators could run a scheduled report for the xth day of the month that will automatically provide a list of all extensions, agents and supervisors (basically any billable components).
This would reduce the need for manual reports to be run or filtering down monthly billing reports to get this information, and help reduce the number of users having to access the administrator account to get this information
1 vote -
Ability to tag an unreturned lost call
The ability to tag an unreturned lost call on the reports for a specific agent to call back, preventing multiple users in a busy call center environment from trying to call the same customer back at once and promoting a more efficient work ethic.
1 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 -
Unreturned calls still showing red when returned
Unreturned calls still show red, even when an agent has returned the call. It only goes green if the customer has rang back in again. so difficult to manage.
If they could also change colour that would be good.
1 vote -
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 -
Make Dashboard Reports Re-sizeable within the Dashboard
Allow the user to size how much of the screen is allocated to each report included in the Dashboard. For example today if you have a Wallboard as one of the included reports it gets a fixed amount of space when perhaps you like it to be 2/3 of the screen instead of only half. The result today is you typically have a lot of white unused space.
5 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 -
Cross platform integration with Kakapo
Kakapo's Unity Product is a great Call and Multi channel contact centre solution, that integrates with Cisco Broadsoft to provide call control and additional functionality to our customers. One of the things missing is the detailed reporting capability that Akixi offers. Currently we provide them both, either separately to customers or as part of an overall solution as they generally fit well with one another. What would be great is if Akixi's Omni 3000 reporting suite could report on the full multi channel offering that Kakapo brings - WebChat, WebCall backs, Social, SMS and email.
Has this ever been tested…3 votes -
Have a field or section that specifies the time frame of a report
Have a field or section that specifies the time frame of a report. For example, if you have a Calls By 1/2 Interval report set to show "last month", display the name of the actual month. In the following attachment, the day the report was ran was May 12th, 2020. The time frame that should display on the report and download (pdf, doc, xls) is "April".
3 votes -
Scheduled Dashboard Report
We would like to be able to schedule a Dashboard report, so we can e-mail our management a single screenshot showing all the day's figures, rather than them having to open several e-mails.
4 votes -
Wallboard tile Layout
Would it be possible to fix the wallboard tiled layout view to always be the same regardless of the report viewer being open or closed? Also can Akixi use the same tiled layout for their mobile client too? I've used other reporting systems but I'm new to Akixi. I spent ages designing a wallboard layout for a car retailer, one wallboard for each branch. Then I closed the report viewer and all the wallboards changed their layout from being 4 by 3 to being 6 by 2 which messed up my design and I had to start over. Then I…
1 vote -
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 -
Filter Sort Order
Is it possible that when you filter the device names, it shows in alphabetical rather than numerical order? This particular customer has around 200 call centre groups so having to manually look through all of them is very time consuming.
4 votes -
ACD
Support for more ACD codes beyond the hard limit of 10.
3 votes -
Report data stored duration
We have been asked for report data to be kept past the current 12 months, 2 or 3 years if possible
6 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 -
Add the date to the name of a report before it is emailed to a supervisor
Can Akixi add the date to the name of a report to make each report unique from the others they receive on a daily, weekly, monthly, yearly basis? If a supervisor has set up a Calls per Day report to be emailed to them on a weekly basis every report they receive each week has the same name as the last report they received last week i.e. calls per day report. If they want to store them on their PC they either need to change the name of the report before saving the file or create a new folder each…
1 vote -
Customisable Colour Schemes
Colour customisation on reports other than the wallboard to aid matching aesthetics across a whole wallboard. ACD Agent Lists should allow for alternative colour schemes to help the design be more approachable.
6 votes -
Add agent name to 'not available code usage' report
The ACD N/A Code Usage report allows you to view individual or multiple agents together. However, when selecting more than one agent, the code usage times are not broken down by agent.
There is no option to add the agent name field to the report, but it would be helpful when running this report to see each individual's code usage times rather than a total amount of time per code for all agents combined.
Thanks for listening.
1 vote
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