The following are call handling and call center metrics in Akixi that strongly align with fields from Broadworks. This list is quite long and CTRL-F / CMD-F may be useful to find what you are looking for. Broadwork Metric (see comment for definition)...
An agent activity report is a great tool for coaching call center agents. Luckily, there is a report template for this style in Akixi. Navigate to the reports menu Add Default Report Select Enhanced Call Center Report > ECCR Agent Reports Agent Activ...
The first thing to note is that each Akixi report is designed with a very specific purpose, they are not just different ways of showing the same data. As such, you need to be clear on what exactly you are looking to show before you decide which repor...
The Agent Time On Report is useful to see how much time the agents have spent signed in to take calls. This can sometimes see use as a payroll tool. There are only a few KPI that are critical to this report, of course others can be added as you need....
This document will be useful to align the Legacy Broadsoft KPI field name to those found in Akixi. The Akixi Path column shows how to find the metric within the Add Field menu. This article has been published in an incomplete form to provide informat...
The following videos discuss how to use filters on your reports in Akixi.
The Service Level Report is a common call center report that shows the distribution of answer times within a call center. The Broadsoft version had an enumeration quirk where the rezsults of a lower threshold (answered under 15 seconds) were counted ...
The Agent Call Report is useful as a high level view of a call center agent's distribution of call types. The following metrics are significant: Legacy Metric Akixi Metric Name ACD Agent Name Calls Presented Inbound ACD Calls ACD Calls Inbound ACD An...
If you have had reports in the Broadsoft Supervisor Reporting system and want to replicate them in Akixi, there are a few things to note. Most of the metrics from the older reports can be located in Akixi Open Reporting Press the Add Default Report b...
This video will cover the following topics: Modifying Data Fields Reordering Data Fields Customizing Visual Elements Alerts and Alarms Alternative Display Options
This video will discuss the following: Load a Report Add a New Report Modify a Report Schedule a Report Download Report Data
This article will walk you through the necessary steps for logging into your Enhanced Call Center Reporting portal, Akixi. Step 1: Log into the Call Center Supervisor Console: - Broadworks : https://portal.bwvoip.net/callcenter/ - Customer Admin Port...
This very quick video lesson will show you how to: Create Wallboards Customize the Fields they display Order the Fields for best clarity See this article for more advanced Wallboard Modifications.
This 5 minute video will have Learning & development Manager Bill walk you through the basics of Akixi.
This video will guide you to scheduling reports.
