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  1. Log Account Codes Directly on Akixi

    3 votes

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    Launched  ·  7 comments  ·  Archive » Reporting  ·  Admin →
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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

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    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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    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 tomorrow

    Prescriptions

    10 CST booked
    11 Missing item
    12 Missing item review
    13 Missing item acute

    Duty Doctor

    20 Emergency Prescription
    21 Pallative Care Home visit

    Other Clinicians

    30 FCP booked
    31 Nurse booked
    32 Home Visit request booked
    33 Home Visit other query

  2. ACD Status Reporting

    4 votes

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    Considered For Roadmap  ·  9 comments  ·  Archive » Reporting  ·  Admin →
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    Rajeev commented  · 

    Further to my previous comment i have now been using Akixi 2000 since September 2021. I am just finding it difficult to audit Unavailability Code Usage.

    The first image of reporting shows when codes were entered and exited but does not show time in status.

    The second image of reporting shows combined details. Both reports are useful but very limited.

    The third Image of reporting gives specific details per call, if a column could be added for unavailability codes columns Ans At, ended At and Talk time could be used to indicate entered, exited and time in code.
    This would enable me to check if codes are being used correctly or not.
    I can also use this to audit different code usage against calls made.

    It would also be very useful if Wrap Up could be added to these reports, i have currently created an additional code for Wrap Up to make it easier to monitor.

    The 4th Image shows codes and what they should be used for. Not being able to see them individually makes it difficult to monitor to ensure that individuals are working to the best of their ability.

    Rajeev supported this idea  · 
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    Rajeev commented  · 

    When downloading a CSV file it would be great if you had an "In State For" field.

    So if i filtered to N/A Code Description "Comfort Break" it would list all comfort breaks within the report.

    Alongside each "Comfort Break" entry would be the amount of time they spent in it, in the corresponding field "In State for"

    You can then initiate a conversation with the agent if you believe code usage is excessive without having to spend time with a calculator. The information is available in an instant.

    N/A Code Description In State For

    Comfort Break 00:05:22
    Comfort Break 00:15:02
    Comfort Break 00:06:10
    Comfort Break 00:04:21

  3. Calls by Account Code

    2 votes

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    Considered For Roadmap  ·  2 comments  ·  Archive » Reporting  ·  Admin →
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