267 results found
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Include Folders on Mobile App
Currently, if a report exists in a folder on the desktop Akixi app, the naming convention on the mobile app becomes rather lengthy as it inherits the folder name, as well as the report name itself.
1 vote -
Reports : ACD Agent List : Next Agent On Deck
We had a couple of our vendors (call center supervisors) wanting to know if AKIXI can display who is the NEXT AGENT about to take a call.
There could be another field called "ON DECK". And since ACD Agent List is sortable, we can sort on this field and show the lineup.
Thanks!
Alex Lawson
BluIP2 votes -
Ability to see which users were available at time of call
We run call que groups and sometime calls are missed
I would like in Akixi on the historic call list, to click on a call and see who the call was pushed out to before it was answered/abandoned/overflowed etc… I know Akixi can see what phones are ringing so would like to feature request the ability to see what phones/users descriptions where rung on each call.
2 votes -
Change 1/2 Hour reports to update each 30 mins whether there are new calls or now
Currently Calls by 1/2 hour only add in the 1/2 interval if there have been live calls during that interval - this request is to modify so that when in Real Time each interval is added regardless of the call volumes in the interval. For live reporting on users who are targeted on call volumes and duration this would really help.
1 vote -
Expand the device filter only when clicking the dropdown icon, and not on the entire field
Expand the device filter only when clicking the dropdown icon, and not on the entire field, as currently on most displays this hides the free text field.
1 vote -
Manually adjust time metrics
have the ability to manually increase or decrease time related metrics on a report to aid in accurate KPIs for bounced calls or to allow for queue entry messages
0 votes -
Omnichannel Panel Restrictions
Lock certain functions from the channel panel. For example, don’t allow agents to go N/A without setting a reason, or lock the “Wrap Up” button.
2 votes -
Link associated emails
It would be helpful to have a mechanism in place that links associated emails in a chain, to allow for instances in which a customer may send repeated updates to an email before the first reply from an agent. For instance, the customer sends in an email, then follows this up 20 minutes later with a photograph to demonstrate the problem, and then follows this up a day later chasing for an update. The concern is there could be 3 agents dealing with what is essentially the same enquiry.
1 vote -
Tag emails or chats based on outcome
It would be useful to be able to tag emails or chats with account codes to show the outcome of the email or chat (be this sale, complaint etc)
2 votes -
Park an email
It would be beneficial to be able to pend an email, if there is action required from a third party. Case scenario is an order comes in, and to complete the order they require parts from a supplier. Technically the agent cannot progress with the order, as they are awaiting third-party involvement, but equally the customer does not want their agent tied up with this email, nor can they respond to it or #NRN it. Equally, they cannot #FWD as the third party is not on Akixi.
2 votes -
Pause email/chat handling time when answering a call
It would be beneficial to be able to “Pause the clock” on their email/chat response timer in the event an agent is able to answer concurrent contact channels. Essentially, this would be the same as placing an email or chat on hold as far as Akixi is concerned.
For example, Agent A picks up an email, spends 5 minutes on a reply before answering an urgent phonecall which lasted for an hour. Their email handling would then be 65 minutes, when in reality they were only working on it for 5.
2 votes -
Add Total Talk Time (Distribution) to Historical Call List
Please add Total Talk Time (Distribution) to the Historical Call List, so it shows the talk time for the entire call, not just a segment.
1 vote -
Enter multiple "Answer Types" without using "All"
It would be useful to be able to specify multiple different call answer types, without the need to include all types (overflowed off etc). So for example, if we only want to see calls that were answered or abandoned in an extension list, and not include advanced calls etc.
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…
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 -
Copy reports between Supervisors
Hi, Is there away that we can get Supervisors to copy their own reports to other Supervisors? We are getting a lot of requests to do this as a site will have one main Akxi Admin who wants to setup one set of reports on their account and then copy them to the others. At present im having to log in and do that part for them
4 votes -
Ability to "Tag" calls on Akixi
Enable users to tag a call on Akixi to help identify differing call campaigns, eg "Twitter", "Fedex" etc...
Ideally, this would replace the displayed number called description
1 vote -
ACD Status Reporting
Please can we have a report for Agents which shows how long they have been in each state for.
4 votes -
Be able to monitor internal calls without monitoring all devices
It would be useful to be able to monitor all internal calls, regardless of whether both the calling and called party are monitored on Akixi or not, as presently we are missing a number of call statistics due to these originating from unmonitored extensions from within the same enterprise.
5 votes -
Reports Filter
When looking at your currently created reports, having a filter to narrow down particular reports containing a key word.
Some of our customers have multiple created reports and they would like to see what report is most suited.
Ie: entering "KPI" and it would display any reports which contain that field.
1 vote
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