187 results found
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Send email and/or SMS alerts when alarm threshold is met
Send email and/or SMS alerts when alarm threshold is met... This may be the same request as "Alarm Notifications" in Uservoice.
14 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 -
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 -
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 -
can we get the longest waiting tile on the desk top wallboard to increment continuously even after a call has been overflowed between groups
could the longest waiting now tile continue to increment when the call moves/overflows between groups...i.e. if a call comes in to group x and rings the timer starts but after 20 seconds the call is overflowed to group y this currently resets the timer back to zero...ideally it would be great if this could continue to increment past 20secs until answered
cheers robin
10 votes -
The ability to show data for more than one Hunt Group on a Wallboard
It would be helpful to be able to display data for more than one hunt group on a wallboard, not as an accumulative total and not using transitioning to another wallboard display.
I would like to display individual data for three hunt groups on the same wallboard, waiting now, answered now, abandoned calls, etc. Along with threshold alarms per hunt group. This also not possible in the Hunt Group BLF report, the alarm shows as a total of the column.
10 votes -
Implementation of a "Bounce" metric
Currently we understand that there are mechanisms in place where Akixi will attempt to flatten calls that bounce into a single segment (such as where a call bounces to the same agent or location).
It would be useful if Akixi could report specifically on the number of times a call bounces, similar to how we see this on our CDR reports.
8 votes -
Collect disposition codes once a call has ended
Once a call has been ended and a disposition code/wrap up is entered, collect this information to be able to be reported on
8 votes -
Immediate notification of a missed call via email
Customer facing desks requiring an immediate notification by email of a missed call where a wallboard can not be shown, as Client desk is public facing.
8 votes -
"Time since last call"
On extension list report, typically when reporting on an outbound team / telesales / telemarketing - a visual "Time since last call completed" would be useful for a supervisor to see or a wallboard to demonstrate who was not putting in the activity.
8 votes -
Calls by Hour Interval Report
We already have the ability to create a 'Calls By Half Hour Interval' report, but it would be great to additionally have the option to generate a 'Calls By Hour' report. This will allow us to more specifically determine the busiest hourly periods.
8 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 -
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 -
Export/Import reports between supervisors
Have the ability to export reports from one supervisor and import in to another
7 votes -
Ability to show how many users are set to a specific availability/ unavailable code across a day
Ability to show how many users are set to a specifc availability/ unavailable code across a day at different times.
This would allow supervisors to see how many people for example were in the lunch unavaiable code at 12:00
7 votes -
Reports - multiple email addresses
Many have asked to have extra email addresses assigned to send out their weekly reports as its very limited
6 votes -
Integration with Wildix Cloud PBX
Please investigate potential integration with Wildix Cloud based PBX.
6 votes -
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 -
Undo Delete and/or Recycle Bin for reports
Please add Supervisor functionality that allows for a user to "undo" the deletion of a report and/or have a recycle bin where deleted reports can be restored.
6 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
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