40 results found
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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 -
Supervisor Account Recovery
If you accidentally delete a Supervisor from Akixi, it is gone. There is no recovery option. If a customer has custom reports that they have built, they are also gone. It would be nice to have a 30 day trash bin where deleted accounts go in the event that it was a mistake. This would be a huge time saver for customers and partners.
1 vote -
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 -
"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 -
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 -
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 -
Implement "Total Held Calls" field
It would be useful if we could implement a field into Akixi which would allow us to track the total number of held calls across a given timeframe.
2 votes -
Mass Query ACD Status
Currently, if we need to query a device or agent state, we are only able to do this on an individual basis.
It would be useful if there was a function to allow us to run a mass ACD Status query against all Agents, as this can become a very time-consuming job on larger customer setups.
1 vote -
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 -
Statistic to show % duration of how long an Agent has spent on the phone compared to their total time on duty.
It would be great to see how long as a percentage, how long an Agent has spent on the phone compared to their total time on duty.
2 votes -
Not Available Code Counts
Not available codes counts - at the moment you can report on how much time each agent has spent in an not available code on an ACD Agent List but you cannot report on how many times they have entered into that not available code.
1 vote -
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 -
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 -
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 -
automatically add the date to the report's file names when a report is run
When a report is automatically run and emailed to the supervisor the name of the report does not include the date when the report was run. If a supervisor receives weekly reports, every week they receive a report which has the same name as the last report/s they received. This means they have to manually change the name of the report whilst saving the report to prevent it from overwriting the last report they saved. This is a basic requirement and is very simple for any code writer to insert the date into a file's name before it is saved…
2 votes -
Calls by Account Code
Would it be possible to have a report for account codes to include "Account Code Entered" along with "Time Entered" or have these added to agent reports.
In this way i would be able to locate the call associated to a specific code entered, if therev are trends i can locate calls to offer training or coaching.
Entry Time Device Name Account Code Entered
07/13/2021 13:12:19 Peter Smith No Sale
07/13/2021 13:12:19 Peter Smith Sale
07/13/2021 13:12:19 Peter Smith Call Back Later
07/13/2021 13:12:19 Peter Smith No Sale0 votes -
Reporting for Broadworks Auto Attendant with submenus
Reporting for Broadworks Auto Attendant with submenus. This is a different Auto Attendant license than the original Broadworks AA. It is a more advanced AA that supports submenus, announcements, etc...
1 vote -
Percentage of Multiple incoming calls by a single number out of total incoming calls
Support,
We need a report filter in which we can see percentage of multiple incoming calls from a single number divided by total incoming calls of the day. For example, if there were a total of 100 incoming calls and 20 of those calls were made by the same User, the filter should display as below:
Source Number: "xyz"
Destination number: "abc"
Percentage of the calls: 20/100 (0.2)I know this will show a lot of single calls as well, but this would help users identifying the callers those are calling more than once a day.
Please let me know…
1 vote -
Scheduling Dashboard Reports
It would be useful to add the functionality in to a Dashboard report that enables you to automatically apply scheduling to the composite reports the Dashboard is made up of.
For example, say a Dashboard was made of an Extension List, Hunt Group List and Historic Call List.. The scheduled Dashboard would apply a schedule to each of these 3 repords individually and toggle the "Bundle All Email Attachments Inside A Zip File" setting on.
While this wouldn't display in the same way as the Dashboard itself, it would enable us to collect the same scheduled information without the need…
0 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
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