267 results found
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Integrate with Microsoft Power Bi
It would be useful to integrate directly with Power Bi, I'm building a sales activity dashboard, one KPI is calls times but currently we have to manually export the data, add to a spreadsheet and then it updates the report, we want to remove the manual entry.
10 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 -
Reset password button in Omnichannel Panel
Currently, if an agent has forgotten their Akixi password, they are unable to request a password reset from the Omnichannel Panel and have to instead navigate to the Akixi web app. As not all agents use the Akixi reporting suite, it would be useful for them to be able to issue a reset request from the panel.
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 -
Akixi compatibility with Asterisk
Akixi compatibility with Asterisk platform.
2 votes -
New configuration page is cumbersome, text is too big
A few of our customers have 100+ hunt groups - if we want to select an option in Devices the new text size and layout means that we have to scroll up and down and left to right through the list to find the information as the text doesn't fit in the window. This is a step backwards.
The presentation prior to the change allowed for greater visibility and therefore greater ease of use.
The new lay out feels like change for changes sake.
6 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 -
Sign in with agent set in an unavailable code
Following the recent Akixi upgrade (2.2.2), we can no longer sign agents into a call centre group, with the agent set as unavailable. Is it possible this feature can be reinstated with future enhancements?
1 vote -
Lost Call Notifications
Have the ability to setup email notifications for missed calls, so that you can be emailed the information of the call and make the call back in good time, as opposed to it being a manual process of checking an hourly report which could be blank or having to check the dashboard.
6 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 -
Include Folders on Mobile App
Currently, if a report exists in a folder on the desktop Akixi app, the naming convention on the mobile app becomes rather lengthy as it inherits the folder name, as well as the report name itself.
1 vote -
Increase API download limit above 4000
Increase the Report API download limit to over 4000
8 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 -
Expand the device filter only when clicking the dropdown icon, and not on the entire field
Expand the device filter only when clicking the dropdown icon, and not on the entire field, as currently on most displays this hides the free text field.
1 vote
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