Log Account Codes Directly on Akixi
Currently to log account codes (Akixix Horizon) they have to be entered on the handsets. The problem with this is the caller on the other end hears the beeps. The only way around this is to put the caller on hold, enter the account code and then resume the call which is a bit clunky.
Would it be possible to allow users to enter account codes for the active call they are on directly in Akixi? For example if users had Akixi Presence they could use this to classify calls with account codes to be reported on at a later date?
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Rajeev commented
Good afternoon,
Is there any further update on this. From what i can see the update hasn't been completed.
Thanks in advance
Rajeev -
Hi Rajeev,
Thank you for chasing up on this request. We can confirm that this feature will be included within the next major Akixi release which will be coming out in the second half of this year. We will be sure to keep you updated in this forum.
Thank you,
Marcus -
Rajeev commented
Hi,
Do we have any sort of timeframe for this update, would be greatly appreciated if you do.
Thanks
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Thanks for your latest reply Rajeev.
We are delighted to share that this suggestion is now in development. We will be releasing the ability to report on account codes in wrap-up and also adding the ability to tag account codes to historic calls directly from within the Akixi reporting portal.
Whilst we do not have exact timeframes, we will be releasing this feature in 2022.
We will update this forum when we have further information, so please do check back for updates.Thanks,
Marcus -
Rajeev commented
Hi,
Further to my previous comments i have now been using Akixi 2000 since September 2021. As you will see from the attachment i am tracking a multitude of call outcomes which i will use to improve the service offered to patients.
As codes need to be input on live calls some team members find this difficult.
of 12,193 calls in November 2021 only 4,693 codes were entered which is 40% of calls.
I am completing ongoing training and expect this to increase significantly.If codes could be added during Wrap my expectation would be 100% of calls.
From the second image you can see that i can compare average talk times of agents against Disposition Code types. From this i can identify which agents need further support to improve calls.
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Rajeev commented
Further testing and im unable to add the code in Wrap-Up. If the code can be added in Wrap-Up there will be less chance of losing the data to be collected.
I work in healthcare and examples of the codes i use are below, i use these to track the calls we receive and then use the data to improve the service by introducing process changes.
Also i use the data to target calls for individual agents, i can see that an agent is taking longer on particular calls and can deliver coaching and training based on the individual needs.
If codes aren't being entered on every call or are being entered incorrectly, information ends up being corrupt.
If Agents can enter the code in Wrap-Up, they are less likely to not have entered a code and are more likely to enter the correct code.
Appointments
00 Same day booked
01 Advanced booked
02 U5 booked
03 No appointment, send to 111
04 No U5, send to 111
05 Test results urgent
06 Test results non-urgent
07 Patient will call back tomorrowPrescriptions
10 CST booked
11 Missing item
12 Missing item review
13 Missing item acuteDuty Doctor
20 Emergency Prescription
21 Pallative Care Home visitOther Clinicians
30 FCP booked
31 Nurse booked
32 Home Visit request booked
33 Home Visit other query -
[Deleted User] commented
Reason/action/account code entries via Akixi
The new Omnichannel Panel may lend itself to be the vehicle for this?
Could it then add a code to a call whilst in wrap up too?
(Something else the base system can't do)