May 26 2026 Enhancements to the Customer Administration Portal

[Gary_Wilson]

On May 26 2026, the Customer Administration Portal will be updated with enhancements and fixes.

Updates

We're rolling out an upgrade to the Akixi reporting platform that powers your call analytics and reporting on Voyant's hosted voice service. This release includes new reporting capabilities, administrative time-savers, a redesigned in-product help experience, and a wide range of bug fixes that improve the accuracy of call data and reports. No customer action is required — the upgrade will be applied automatically.

New Reporting Capabilities

New report: Calls by Interval and Entity

A flexible new report that lets you break down call activity across the time intervals and entities that matter to your business. You can now run multi-axis interval reporting that combines a time dimension with an entity dimension in a single view.

• Choose your interval: 15 minutes, 30 minutes, 1 hour, 2 hours, 4 hours, 8 hours, 12 hours, day, week, month, or day of week.
• Choose your entity: Devices (including extensions and auto attendants), groups and queues, agents, or DNIS.

This makes it much easier to spot patterns in call volume, talk time, and answer rates across the time windows you care about.

Refreshed out-of-the-box report set

Akixi admins will see a refreshed set of pre-built reports designed around the operational areas businesses most often need to monitor:

• Performance Overview (last 30 days)
• External Usage (Inbound)
• Active Calls (real-time)
• Queues Performance
• Agent Performance and Availability
• Auto Attendant Activity
• Unreturned Lost Calls (service recovery)

Together these give a clearer view of demand patterns, answer rates, queue efficiency, missed calls, and live activity — without needing to build reports from scratch.

Updated Enhanced Call Center Reports portfolio

The packaged Enhanced Call Center Reports portfolio has been refreshed with the latest metrics and call-center capabilities. If you've applied this report set before, reapplying it will pull in the updated portfolio. Key reports are now set to open by default, so you'll see the most important views as soon as you sign in.

New abandonment metrics around entrance messages

Two new queue reporting metrics let you see how many callers abandon a queue before the entrance message finishes versus after it completes, helping you understand whether message length or content is contributing to drop-off. You can now also see when an entrance message is playing in historic call logs and unreturned lost-call investigations.

Schedule reports to multiple recipients

Scheduled reports can now be sent to up to 20 recipients in a single schedule. Up to 10 of those recipients can be non-users, provided their email address matches the reporting user's domain. This is great for distributing daily or weekly reports to wider stakeholders without having to set each one up individually. Invalid email addresses are now flagged at entry rather than failing silently.

Improved Call Center Reporting

New "Supervisor Transfer" call result

When a supervisor transfers a call from a queue, the call is now reported with a dedicated "Supervisor Transfer" result and status description. This appears as a filterable end-of-segment reason, making it much easier to distinguish supervisor-initiated transfers from forwarded or overflowed calls when reviewing queue performance.

Call Policy visibility on Historic Call Log

Two new fields can be added to the Historic Call Log to show which call policy was applied to a call:

• Call Policy (Seg) — the policy that applied to the specific call segment you're viewing.
• Call Policy (All) — the chain of policies applied across the call up to that point.

This helps explain routing outcomes when calls go through scenarios like Night Service, Holiday handling, Forced Forwarding, or Overflow.

More accurate filtering on simplified call logs

When you filter the simplified call log by a specific device, the system now reliably picks the first segment where the call actually interacted with that device — including the right context for where the call came from, what happened during the segment, and where it went next. This makes filtered investigations far less misleading and faster to interpret.

"Not Available" code usage on Agent List

Agent reporting views now show how often agents are using each Not Available (N/A) reason code, including the "Other" bucket and additional code slots. Usage data is available in both real-time and historic contexts, helping supervisors quickly spot adherence patterns and the most common reasons agents go unavailable.

Bug Fixes and Stability Improvements

This release includes a wide range of accuracy and stability improvements across call reporting, the Akixi native app, and call-flow modelling. Highlights of what's been fixed:

Call reporting accuracy

• Call Journey now displays correctly for Group Pickup and Call Center Directed Call Pickup scenarios.
• DID Digits and DID Digits Description now show the correct values in multi-forward call center scenarios.
• Consult transfers between agents no longer generate an extra empty segment with no ring or talk time.
• Overflowed queue calls answered by another user are now shown correctly in Active Calls and real-time reports.
• Ringing Time no longer shows zero for calls where a user performs a blind transfer.
• Reason Ended for parked calls now shows the correct call-park reason instead of "normal clear".
• Park-and-retrieve calls now show all expected segments in Historic Log (Today), with correct talk-time calculations.
• Calls forwarded from a DID to an Auto Attendant and abandoned before connection now show all expected call segments.
• Calls passing from an Auto Attendant to voicemail no longer appear to loop back to the AA in call timelines.
• An extra incorrect segment that could appear on calls flowing from PSTN through an Auto Attendant to an agent has been removed.
• Historic processing now correctly retains simple one-segment calls (e.g. PSTN-to-user) that were previously dropped, closing gaps between real-time and historic data.

Call-handling features

• Call Barge-In: the calling device name is now shown correctly in call logs instead of "Unknown".
• Barge-In calls are now reported with the correct call outcome instead of being shown as Ringing or Abandoned.

Reports and scheduling

• Editing a report's filters no longer unexpectedly changes or negates existing exclusions.
• Scheduled report emails now respect the saved date range — historical reports no longer email out real-time data when their range is set to something like "Yesterday".
• Report API pagination now consistently returns the correct next block of rows, eliminating duplicate data across pages.

Real-time and call modelling

• Outbound calls to the PSTN are now counted and displayed only once in real-time views, regardless of whether the call is answered, unanswered, or fails.
• "Ghost" calls with unusually long ring times or duplicated entries (appearing answered and then separately abandoned) are now collapsed correctly into a single accurate record.
• Calls that previously appeared stuck in Extension Reports are now cleaned up correctly, restoring reliable drill-down behavior.