7 results found
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Ability to add department filters to reports
When creating department focused call reports having the ability to filter devices by department would be extremely beneficial. Currently you have to lookup users per department and manually select then, which then causes issues down the line with leavers/starters/movers as you have to remember what reports will need updating where as with department filtering new users added to the department should in theory be automatically picked up on reports.
1 vote -
Track Escape metric in Broadsoft Call Center
I am wondering if Akixi can track the "escape" function from a Broadworks call center. An escape is when the caller dials the configured escape digits while in the queue and get transferred outside the call center. There is a separate XSI An ACDCallEscapedEvent that Broadworks generates. I would like the the escape field to show up in call center reports like wallboard to see how many people have chosen the escape function. Escape should not show up in overflow or abandon metric either. Please let me know if you have any other questions.
1 vote -
Copying sub reports on Dashboard
When you copy a Dashboard report to another supervisor, the attached sub-reports are not also copied. You have to find which folders they are in and copy them separately. Can this be changed so they are automatically copied?
1 vote -
New Call Center Agent report type (implied restricted ACD-only filter)
The Call Center Agent report today, in order to produce a report that shows "only BroadWorks Call Center related traffic [exclude direct calls to/from agent outside the queue]" requires setting a filter criteria set at minimum based on devices [restrict device filter to just ACD queues]. In situations where there is a very large number of ACD queue devices, the process of defining the filters is unwieldy. The basic ask is to create a new Call Center Agent report type variant which has an IMPLIED filter of "just call center queue activity", i.e. automatically exclude direct extension calls and only…
1 vote -
API Limit removal or improvement
We have had a customer that would like to use the Akixi platform and integrate their CRM in to the live information, they are currently having issues where the limit of 1 request per 6 minutes is making the integration redundant.
being a busy call centre environment the limit would need to be improved or removed.
would this be something that Akixi would look at in future developments?
1 vote -
to include overflowed calls into our financial calculation
Could we include maybe as a Ticked box the overflow off into the Financial calculation .
at the moment ,calls are classified as abandoned when hung up whilst ringing the Hunt group for 20 seconds before it overflows to the External Third party IVR. But the IVR is only a voicemail message telling the caller to check on line , so for our customer , these calls overflowed to the IVR are theoretically , potential lost booking , hence they would like to have the value added to the financial abandoned ones.
Thank you1 vote -
E-mail to support when users are added or removed from Akixi
Our Customer IT are requesting access as Administrator to Akixi.
We would like Akixi to send an e-mail when any users are added or removed so we can check the correct Billing.1 vote
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