60 results found
-
Wallboard Tile Sizing Within a Dashboard (Multiple Wallboards / Queues)
A client would like the option of resizing wallboard tiles, especially within a dashboard.
The issue occurs when we combine two wallboards (English and Spanish queues).
There are a number of English wallboard tiles they display, but only a couple of Spanish tiles.
When you combine them in a dashboard, the Spanish tiles appear much larger. If anything, they want the English tiles to be larger.
The ability to size these tiles would make it esthetically pleasing.
Thanks!
Alex Lawson2 votes -
Have a field or section that specifies the time frame of a report
Have a field or section that specifies the time frame of a report. For example, if you have a Calls By 1/2 Interval report set to show "last month", display the name of the actual month. In the following attachment, the day the report was ran was May 12th, 2020. The time frame that should display on the report and download (pdf, doc, xls) is "April".
3 votes -
Department Name available in all reports
Would it be possible for the Department name that is pulled from the Horizon system that is available on the extension list report to be available on all reports
1 vote -
Scheduled Dashboard Report
We would like to be able to schedule a Dashboard report, so we can e-mail our management a single screenshot showing all the day's figures, rather than them having to open several e-mails.
4 votes -
Filter Sort Order
Is it possible that when you filter the device names, it shows in alphabetical rather than numerical order? This particular customer has around 200 call centre groups so having to manually look through all of them is very time consuming.
4 votes -
Record Max Concurrent Queue Length
Is it possible to record max concurrent queue length of calls waiting in a report when filtering a Call Centre group?
Would be useful to see the max concurrent calls queuing against a queue, especially, when running a Calls By ½ Hour Interval report style so see which ½ Hour period had more calls queueing and action, accordingly.
This could run in conjunction with our current stat 'Max Concurrent Calls' to enable the supervisor to view the highest point of calls waiting in the queues.
2 votes -
Add agent name to 'not available code usage' report
The ACD N/A Code Usage report allows you to view individual or multiple agents together. However, when selecting more than one agent, the code usage times are not broken down by agent.
There is no option to add the agent name field to the report, but it would be helpful when running this report to see each individual's code usage times rather than a total amount of time per code for all agents combined.
Thanks for listening.
1 vote -
First Time Caller
We would like to see a field created to indicate a call is a first time caller
4 votes -
1 vote
-
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 -
Outbound call reporting via a particular DNIS entry.
When using Broadsoft premium call centre you can dial out via each of the different DNIS entry points. It appears that Akixi isn't capturing this outbound data so we are unable to report on the outbound traffic broken down by presented number.
Thanks,
Scott
3 votes -
Show multiple individuals on same screen
For real-time dashboards it would be nice to be able to put a filter on each tile for a different agent or extension. That would help for wallboard displays on the wall and gamification displays. That way I can put a tile up showing Agent 1, 2, 3, etc. and show a stat for each tile.
2 votes -
Financial values vs call length
Hi guys,
Can you look in to adding a field for financial values vs call length?
I.e. total talk time x manual value (e.g 20p per minute) = total call cost
3 votes -
Report the Clearing Party
Please add the clear party and reason code to the call stats
Call centres need to see who ends the call
It helps assess agent performance and customer experience
Surprised that you do not already include this1 vote -
Calls to UC collaborate bridge to be tracked
Don't see the user status changing to Green when they join a conference room (UC collaborate room). Have already been raised this through the suppor reference #7449 .
1 vote -
its currently not possible to deduct the time generated from announcement messages from accumulating within the ring time stats
its currently not possible to deduct the time generated from announcement messages from accumulating within the ring time.
Customers want to see call waiting and Average answer times to have deducted the duration of the initial annoucment so its a true reflection.
4 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 -
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 -
Add total Agents signed in and signed out to Hunt Group reports
Add Total Agents Signed-in and Sign-out to Hunt Group report (realtime) and others like Calls by 1/2 Hour reports
1 vote -
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
- Don't see your idea?