Enhancement for inbound calls to only be reported on once, so that it shows the correct information on the reports and wallboard
One call from a customer in to be only reported once on both the reports and on the dashboard. The issue is I ned to manipulate the data which is very time consuming, a first call on a report wasn't necessarily answered at the time is says, and it was likely to have gone into an overflow, and then was answered by the overflow group. So what I find myself doing is when I receive the report is deleting all records that are New Call, Answered No, and the status diverted. This is to show it wasn't a missed call, but answered later on. Currently, I am unable to put the call answering time as X seconds, (combining the first and second segments), as it can only be broken down in segments. Another issue I have is that it doesn't recognise a voicemail as abandoned/missed or unanswered. I've looked at modifiying the reports, with Call segment number, but it being last, it doesn't tell me who first picked up the phone if it was transferred. If I chose first, then it doesn't show when its been transferred. I have created some logic so I'm able to manipulate the report outside of Akixi, however it would be great if I could use a dashboard that shows the information I require within Akixi.