40 results found
-
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 -
A re-seller portal
A re-seller portal to see all admin credentials for customers along with access to their invoicing.
7 votes -
single sign on via ADFS
we use AD and would welcome the opportunity to login users via ADFS (with WID - SQL is one step too far for us). That way the user has no visibility of credentials which minimises administrative overhead for on-/off-boarding.
7 votes -
Migrating Data To Different Providers
There needs to be the ability for partners and resellers of Akixi to be able to migrate customer data between the Akixi partitions. This would allow everyone to migrate data without losing the bespoke customer reports, scheduled emails and anything else that has been set up.
This could be completed by Akixi doing the work to migrate it to the new partner partition or via an export / import against a super admin.6 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 -
Advanced Reporting Users - Password Reset
With the upgrade to 2.3 there is a new "Advanced Reporting" User role. Which is labeled as a "Reporting" user. It sounds like they are technically classified as an admin. This is a Customer Supervisor Role \ Reporting Role that is assigned to end users but because it's classified as an admin self service\password resets no longer work for these types of application users.
Would like to see the "Advanced Reporting User" be allowed to do password resets and not be classified as an "Admin"
4 votes -
Advanced Reporting Users - User Type Label
With the upgrade to 2.3 there is a new "Advanced Reporting User" role. The new role is fantastic. However when looking at Applications user globally it labels these users as "Admins".
This removes the capability to see at a high level if a customer Application User has been given a role they shouldn't have (Such as Full Admin).
Would like to see the "User Type" column on the Application User page be updated to display "Advanced Reporting Users" as something besides "Administrator".
This will allow for auditing of the platforms Application Users for accuracy which is often needed.
4 votes -
SimRing Simultaneous Ring Hunt Group / Queue metric for Advanced / Missed calls
Please add the ability to capture the available Extensions/Agents, who were presented a call in a Simultaneous Ring / SimRing Hunt Group or Queue, but did not pick up the phone. This could be a new metric or it could possibly use the Advanced Call metric. Currently, the Akixi will only put a Advanced Call against the last person in the sim group when another user uses the call pickup function and takes the call from the group. Companies want to see all the members who "missed" the call, not the last one specified as available in the Hunt Group/Queue
4 votes -
Support for Broadworks R24 Feature - Coaching
As of Broadworks R24, a new feature has become available to supervisors called "Supervisor Coaching", which allows for a supervisor to join a call center call with an agent and a caller, but speak only to the agent. It would be good if we could utilise this function in Akixi via the call controls, similar to "Forced Intrude" and "Silent Monitor"
4 votes -
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 -
Rolling monthly reports
We would like to be able to create rolling monthly reports. e.g. we would like a Calls By Month report to always show the previous 6 months calls
4 votes -
"Time In State For" field
Customer is requesting "Time In State For" field should not show the time for the State "Signed Out". This is the case when an agent hasn't signed in for the day (there is no time shown), but if the agent signs in and then signs out at the end of the day it will show how long they have been signed out.
This is working as intended. Per the help file:
The duration that the agent has been in the current ACD state for. The column value shows empty for agents that have not signed in at all within the…3 votes -
Akixi 3000 Email HOLD status
We need to be able to put an email in “Hold” status, for example when a customer contacts an Insurance broker (our client), the brokers Agent needs to contact an underwater for pricing and wait for response, before the brokers agent can then reply to the email back to the customer with the offer.
The broker Agent would also would need to deal with other emails in between this response so would need to be able to take more than one out of the queue.
As the email picked from the queue would remain uin the agents mail box, this…
3 votes -
ACD Agents login and log out daily/ weekly report
I believe there needs to be a way of reporting on ACD Agents that login each day and log out each day that can be reported on a weekly/monthly basis.
3 votes -
Maximize Full Screen Display
Ability to maximize the Full Screen display. I know in the last version you guys did a great job maximizing this.
Currently it shows the task bar at the bottom. Maybe a "Checkmark" next to Full Screen Display Mode that also says Hide Task Bar.
3 votes -
Ability to Backup Reports/Configuration
Need the ability to backup reports. This is crucial when re-selling to customers. We can spend hours setting up reports and filters etc. for it to potentially be lost at any time by an end-user deleting/modifying the reports in error.
It would be perfect if we could pull down a backup of the reports/config before we hand over to the customer.
3 votes -
Hide ACD stats for signed out agents
We would like to exclude agents from and ACD Agent List when they are not signed in. i.e. If the report is filtered to show a specific ACD Group, we only want to see stats for the agents that are currently signed in to it. So if (for example) an agent is away on holiday, they wouldn't be shown on the report.
3 votes -
Automatic Synchronisation after changes in Broadsoft
Function to trigger an automatic synchronisation when there is a change within broadsoft to groups or users as we have found without an immediate synchronisation agent log in/out does not function
and in conjunction with this allow supervisor to perform synchronisation, currently this requires administrator and customer often does not wish to give supervisor full administrator permissions3 votes -
Display Queue/Ring Times Separately
The ability to display the time customers are in a holding queue seperately from how long a call centre agent handset has been ringing. At present only the total time is displayed from the start of the call entering the queue giving false data on the wallboard.
2 votes -
Remove Mandatary Call Queue Greeting Time from Call Waiting Fields
Currently when a mandatary greeting is played on a Call Centre Queue (ie greeting could be over one minute) this is included in the Waiting time fields. Could a feature be developed to remove the greeting time, so essentially a tick box and field to remove the greeting time
2 votes
- Don't see your idea?