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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) Metric Value Type Supported Akixi Report Style Akixi Field/Metric Location (see comment for definition) NOTES % Answered Calls Answered in Service Level Percentage Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Percentages / Inbound Answer Performance / % Service Level * Closest Alternative = Filter by "Answered Type = Answered" % Calls Abandoned Percentage Yes * Group / Queue Report and  * Call Center Agent Report Call Percentages / % Inbound Abandoned   % Calls Abandoned after Entrance Message Completes Percentage On Roadmap * see notes Call Percentages / Inbound Answer Performance / * % Calls Abandoned after Entrance Message Completes Release is post poned and expected to be included in 3.x (Q1 26')  % Calls Abandoned before Entrance Message Completes Percentage On Roadmap * see notes Call Percentages / Inbound Answer Performance / * % Calls Abandoned before Entrance Message Completes Release is post poned and expected to be included in 3.x (Q1 26')  % Calls Answered in service Level Percentage Yes * Group / Queue Report and  * Call Center Agent Report Call Percentages / Inbound Answer Performance / % Service Level   % Calls Abandoned in % x% secs Percentage Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Percentages / Inbound Abandoned Performance / % Calls Abnd <= Xs  This value can be customized under the SLA/KPI menu of the report modification menu % Calls Answered in % x% secs Percentage Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Percentages / Inbound Answer Performance / % Calls Ans <= Xs This is pulled from "SLA/KPI" settings, and can be customized - ANS is 15,30... ACD Calls Total Count Yes * Group / Queue Report and  * Call Center Agent Report Call Counts / Inbound ACD Calls   ACD Calls Total Duration Yes * Group / Queue Report and  * Call Center Agent Report Call Times / Inbound Only / Inbound ACD Calls   Activity Detail Value Yes Agent / DND Activity Log  Status Related > Status Change (Description)  (Closest Alternative)  For activity detail report, currently no "breakdown by time period" in the visual;  multi-axies reporting address this (expected in 2026, but no firm date) Activity Time Date/Time Yes Agent / DND Activity Log  ACD Times / Change Time   Activity Type Value Yes - Alternative Agent / DND Activity Log Status Related > Summary ACD State (Closest Alternative)    Agent Name Value Yes Agent / DND Activity Log  Fields / Properties / ACD Agent Name   Agent Extension Value Yes Agent / DND Activity Log  Fields / Properties / ACD Agent Extension   Agent Number Value Yes Agent / DND Activity Log  Fields / Properties / ACD Agent ID   Agent Transfer Number Value On Roadmap * see notes N/A Release is expected to be included in 3.x (Q1 26')  Available Total Duration Yes * Group / Queue Report and  * Call Center Agent Report ACD Times / Tot Available Time    Average Abandonment Time Average Duration Yes * Group / Queue Report and  * Call Center Agent Report Call Times / Inbound Only / Avg Abandoned Time   Average ACD Duration Average Duration Yes * Group / Queue Report and  * Call Center Agent Report Call Times / Inbound Only / Inbound ACD Calls   Average Handle Time Average Duration Yes * Group / Queue Report and  * Call Center Agent Report ACD Times / Avg Handling Time   Average Hold Time Average Duration Yes * Group / Queue Report and  * Call Center Agent Report Call Times / Avg Held Time   Average Inbound Duration Average Duration Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Times / Inbound Only / Inbound ACD Calls /  Avg ACD Talk Time In * BWKS definition is Talk Time + Hold Time. * Akixi's metric is Talk Time only (missing hold time)  Hold Time can be tracked via "Avg Call Held" (not specific to In/Out calls) Average Internal Duration Average Duration Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Times / Inbound Only / Internal Inbound Calls / Avg Internal Talk Time * BWKS definition is Talk Time + Hold Time. * Akixi's metric is Talk Time only (missing hold time)  Hold Time can be tracked via "Avg Call Held" (not specific to In/Out calls) Average Outbound ACD Duration Average Duration No  N/A N/A No equivolent metric, could use the Avg Outbound Duration as an alternative. But not specific to ACD Average Outbound Duration Average Duration Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Times / Outbound Only / Avg Call Time (Out) * BWKS definition is Talk Time + Hold Time. * Akixi's metric is Talk Time + Ring Time (missing hold time)  Hold Time can be tracked via "Avg Call Held" (not specific to In/Out calls) Average Outbound Route Point Duration Average Duration No  N/A N/A * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) Average Route Point Duration Average Duration No  N/A N/A * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) Average Speed of Answer Average Duration Yes * Group / Queue Report and  * Call Center Agent Report Call Times / Inbound Only /  Avg Answer Time   Average Staff Average Duration No  N/A N/A Akixi does not have an "Average" metric available. They have a "Time on Duty (Total)" under the Agent Report Average Staff Time Average Duration No   N/A N/A Akixi does not have an "Average" metric available. They have a "Time on Duty (Total)" under the Agent Report Average Talk Time Average Duration Yes * Group / Queue Report and  * Call Center Agent Report Call Times / Avg Talk Time   Average Unavailable Time Average Duration Yes * Group / Queue Report and  * Call Center Agent Report ACD Times / Avg Not-Available Time   Average Wait Time Average Duration Yes * Group / Queue Report and  * Call Center Agent Report Call Times / Inbound Only / Avg Waiting Time   Average Wrap-Up Time Average Duration Yes * Group / Queue Report and  * Call Center Agent Report ACD Times / Avg Wrap-Up Time   Bounced Count Yes * Group / Queue Report and  * Call Center Agent Report Call Counts / Advanced Calls   Bounced Transfer Number Value Yes - Alternative Historic Call Log Call Properties/ * Telephone No Moved To (Closest Alternative) * Nothing on roadmap for the Bounced Transfer Number at this time. However, the "Agent" and "Transfer" number will be released and we've submitted a feature request to tack this onto the update  Call Answer Time Date/Time Yes Historic Call Log Call Times / Time Answered At   Call Center Name Value Yes * Group / Queue Report and  * Call Center Agent Report Fields / Properties / Device Name   Call Center Overflowed From Value Yes - Alternative Historic Call Log Device Properties/*  Device ID Moved From  (Closest Alternative) Can be added to Call Detail reports - will list CC name overflowed from Call End Time Date/Time Yes Historic Call Log Call Times / Time Ended At   Calls Received Total Count Yes * see notes * see notes   Call Result Value Yes Historic Call Log Status Relate / Status (Description)   Call Start Time Date/Time Yes Historic Call Log Call Times / Call Start Time   Call type Value Yes Historic Call Log Call Properties / Call Type   Caller/Called Number Value Yes Historic Call Log Call Properties/ Telephone No Called   Caller's Number Value Yes Historic Call Log Call Properties/ Telephone No Calling   Calls Abandoned Total Count Yes * Group / Queue Report and  * Call Center Agent Report Call Counts / Inbound Abandoned   Calls Abandoned after Entrance Message Completes Count On Roadmap * see notes * To be Released Calls Abandoned after Entrance Message Completes Release is expected to be included in 3.x (Q1 26')  Calls Abandoned before Entrance Message Completes Count On Roadmap * see notes * To be Released Calls Abandoned before Entrance Message Completes Release is expected to be included in 3.x (Q1 26')  Calls Abandoned in % X secs Percentage Yes * Group / Queue Report and  * Call Center Agent Report Call Percentages / Inbound Abandoned Performance / % Abandoned <= X This value can be customized under the SLA/KPI menu of the report modification menu Calls Answered Total Count Yes * Group / Queue Report and  * Call Center Agent Report Call Counts / Inbound Answered   Calls Answered in % X secs Percentage Yes * Group / Queue Report and  * Call Center Agent Report Call Percentages / Inbound Answer Performance / % Answered <= X This value can be customized under the SLA/KPI menu of the report modification menu Calls Bounced Total Count Yes * Group / Queue Report and  * Call Center Agent Report Call Counts / Advanced Calls   Calls Bounced Transferred Total Count No  N/A N/A * Some visibility is possible via a Queue's "Overlfowed In" counter * Doesn't Track the "Bounced Transfer" policy as an individual Metric at this time.  In an upcoming release, Akixi will offer a "Policy Applied" metric. Release TBD Calls Completed in Service Level Count Yes - Alternative * see notes Under investigation for feasibility with Akixi product mgmt; refers to the NUMBER of calls that were HANDLED in X time below the desired threshold for "speed of handling";  Akixi service level metrics refer to speed of answer * Worked with Akixi, can't find a good alternative. Will engage engineering team to identify better alternative * BWKS refers to "Completed" while Akixi refers to "ring to answer" time. I.e Speed of handling vs Speed of Answer Calls Escaped Total Count Yes * Group / Queue Report and  * Call Center Agent Report Call Counts / Escaped   Calls Overflowed - Size Total Count No (roadmap Alternative) Group/Queue Report Closest Alternative = Call Counts > Overflowed off  (Closest Alternative)  * Doesn't Track this policy as an individual Metric at this time.  In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative Calls Overflowed - Time Total Count No (roadmap Alternative) Group/Queue Report Closest Alternative = Call Counts > Overflowed off  (Closest Alternative)  * Doesn't Track this policy as an individual Metric at this time.  In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative Calls Presented Total Count No  N/A N/A * Current Akixi value more represents "Total Calls", not "Presented" * Changes needed | "Presented calls" should be known as "Total calls" different from BWKS Calls Queued Total Count Yes * see notes * see notes * No Current representation in Akixi. Akixi's "Calls In Queue" is only available in Real-Time. "Total Calls" metric would represent BWKS "Calls Queued" better * Changes that are needed | Change "Queued Calls" label to "Calls Waiting" * Current in Akixi | Queued Calls = Calls Waiting (real time only) Calls Stranded Total Count No (roadmap Alternative) Group/Queue Report Closest Alternative = Call Counts > Overflowed off  (Closest Alternative)  * Doesn't Track this policy as an individual Metric at this time.  In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative Calls Stranded - Unavailable Total Count No (roadmap Alternative) Group/Queue Report Closest Alternative = Call Counts > Overflowed off  (Closest Alternative)  * Doesn't Track this policy as an individual Metric at this time.  In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative Calls Transferred Total Count No   N/A N/A * Alternative "Overflowed off" will show all "transferred calls" , but not specific to if it was done by a Supervisor * The "Agent" and "Transfer" number will be released TBD Date & Time Date/Time Yes Historic Call Log Call Times / Time Started At (Distribution)   Date & Time (Contiguous Metric in Y Axis) Value No (roadmap Alternative) * see notes Dual-Axis (coming soon) Pending "Dual Axis" feature 3.x est 2026. Exact release date TBD, pushing to release ASAP.  Disposition Codes Value Yes *Historic Call Log * Call Center Agent Report (Real-Time) Call Properties  / Account Code / Account Code Description | Active Call Properties / Call's Account Code / Calls' Account Code Description * Akixi uses the "Account Code" metric for both the "Disposition Code" and the "Account Code" * Agent Report - Will only show in real-time, and only the most recent code used Disposition Codes Counts Yes - Alternative Calls By Account Code Fields / Properties / Calls By Account Code * Akixi uses the "Account Code" metric for both the "Disposition Code" and the "Account Code" DNIS Name Value Yes Historic Call Log Call Properties / DNIS Description   DNIS Number Value Yes - Alternative Historic Call Log Call Properties / DID DIgits The DID digits field should show the dialed DNIS # - so if a call center has say 3 different DNIS's, then if the report scope includes calls to all 3 DNIS's the column should contain the DNIS in the case any of the dNIS's were dialed but it will probably also show the "main number" of the queue if the call was -not- routed to a DNIS whereas I think the BroadWorks field only shows if you run the legacy report against multiple DNISs Emergency Calls Count No  N/A N/A No equivolent Option in Akixi (Counts transfers to superivsors) Escalated Calls Count No  N/A N/A No equivolent Option in Akixi (Counts transfers to superivsors) Forced Forwarding Applied Total Count No (roadmap Alternative) Group/Queue Report Closest Alternative = Call Counts > Overflowed off  (Closest Alternative)  * Doesn't Track this policy as an individual Metric at this time.  In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative Hold Time Total Duration Yes * Group / Queue Report and  * Call Center Agent Report Call Times / Total Held Time   Holiday Service Applied Total Count No (roadmap Alternative) Group/Queue Report Closest Alternative = Call Counts > Overflowed off  (Closest Alternative)  * Doesn't Track this policy as an individual Metric at this time.  In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative Idle Total Duration No  N/A N/A * BWKS "Idle" tracks any time in Available where the user is NOT on a call * Akixi "Tot Avail Time" includes all "Available Time" whether they were on a call or not (which matches BWKS "Available" stat) * Akixi shows "Idle" status, but only available in live monitoring, not historical tracking Inbound Calls Total Count Yes * Group / Queue Report and  * Call Center Agent Report Call Counts / Inbound Calls   Inbound Calls Total Duration Yes - Alternative Call Center Agent Report Call Times / Inbound Only / Inbound Non-ACD Calls /Total NON-ACD Call Time (In) * Closest alternative because BWKS only captures data against answered calls, where Akixi captures the data against all calls whether answered or not. * Will need to filter by "Answered Type" = Answered to be more comparable metric with Broadworks Internal Calls Total Count Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Counts / Internal Inbound Calls / Inbound Internal Calls   Internal Calls Total Duration Yes - Alternative * Call Center Agent Report  * Group/Queue Report  * Time Interval Reports * Alternative = Filter by "Internal Only"   Long Hold Bounced Calls Count No  Group/Queue Report Closest Alternative = Call Counts > Overflowed off  (Closest Alternative)  * Doesn't Track this policy as an individual Metric at this time.  In an upcoming release, Akixi will offer a "Policy Applied" metric that will act as an alternative Longest ACD Call Duration Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Times / Max Call Time   Longest Answer Time Duration Yes * see notes * see notes I do not see any "Longest" or "Max" option in Akixi for "Answer Time" (wait time + ring time). I only see "Average" options.  Longest Inbound Call Duration Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Times / Max Call Time * Best Alternative is using Filtering by Call Type / Direction = "Inbound" Longest Internal Call Duration Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Times / Max Call Time * Best Alternative is using Filtering by Call Type / Direction = "Internal" Longest Outbound ACD Call Duration No N/A  N/A Akixi does not track whether outbound calls are ACD or not Longest Outbound Call Duration Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Call Times / Max Call Time * Best Alternative is using Filtering by Call Type / Direction = "Outbound" Longest Outbound Route Point Call Duration No  N/A  N/A * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) Longest Route Point Call Duration No  N/A  N/A * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) Longest Wait Abandoned Duration Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Max External ACD Wait Time     / Max External Non-ACD Wait Time * Best Alternative is using Filtering by Answer Type = "Abandoned" Longest Wait Time Duration Yes - Alternative * Group / Queue Report and  * Call Center Agent Report Max External ACD Wait Time     / Max External Non-ACD Wait Time   Night Service Applied Total Count On Roadmap Group/Queue Report TBD   No Skill Total Count On Roadmap * Group / Queue Report and  * Call Center Agent Report TBD Requires confirmation (as of July 23 2025) from Akixi PD that in fact a "No Skill" metric WILL be calculated (required, for parity).   Akixi has laid out detailed specs for the pre-existing (in BroadWorks ECCR) "Skill 1" through "Skill 20" metrics - in that regard, "No Skill" is logically speaking the "21st" metric, capturing calls which were routed through priority-based, as opposed to skill-based, call center queues No Skill Total Duration On Roadmap * Group / Queue Report and  * Call Center Agent Report TBD Requires confirmation (as of July 23 2025) from Akixi PD that in fact a "No Skill" metric WILL be calculated (required, for parity).   Akixi has laid out detailed specs for the pre-existing (in BroadWorks ECCR) "Skill 1" through "Skill 20" metrics - in that regard, "No Skill" is logically speaking the "21st" metric, capturing calls which were routed through priority-based, as opposed to skill-based, call center queues Not Available Codes Total Count Yes - Alternative Agent N/A Code Usage ACD Counts * Will need to filter by agent to see individual Agent's stats * Upcoming "Dual Axis" feature may allow us to see all agents on one report (Mark will check on this to ensure this report type may be included) * Will show all codes configured in Broadworks (not customerized in Akixi) Not Available Codes Total Duration Yes * Group / Queue Report and  * Call Center Agent Report ACD Times / Not Available Code Times / Select Custom Not Available Code * First need to customize the ACD Codes (max 10 slots) 1. ACD Codes / Create custom codes 2. Fields / ACD Times / Not Available Code Times / Will see custom unavailable codes here Number Called Value Yes - Alternative Historic Call Log Call Properties / DID Digits Call Properties / DNIS Description * Alternative: DID Digits + DNIS Description shows the actual original number dialed + the name of the Group * Called Number will be the queue Number of Bounces Total Count Yes Historic Call Log Call Properties / Bounced   Outbound ACD Calls Total Count No  N/A  N/A * Akixi does not track whether outbound calls are ACD or not Outbound ACD Calls Total Duration No  N/A  N/A * Akixi does not track whether outbound calls are ACD or not Outbound Calls Total Count Yes Call Center Agent Report Call Counts / Outbound Calls   Outbound Calls Total Duration Yes Call Center Agent Report Call Times / Outbound Only / Total Call Time (Out)   Outbound Route Point Calls Total Count No  N/A  N/A * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) Outbound Route Point Calls Total Duration No  N/A  N/A * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) Policy Applied Value On Roadmap * see notes * see notes Slotted for Q1 of 2026 (may get pushed out) Promo Code (Disposition Code) 1 Value Yes * see notes * see notes Unable to locate definition in the Broadworks CC Report Guide Promo Code (Disposition Code) 2 Value Yes * see notes * see notes Unable to locate definition in the Broadworks CC Report Guide Promo Code (Disposition Code) 3 Value Yes * see notes * see notes Unable to locate definition in the Broadworks CC Report Guide Received via Overflow Total Count Yes - Alternative Group/Queue Report Call Counts / Overflowed In * Akixi's version may differ slightly from BWKS - BWKS is specific to the "Overflow" policy, where Akixi's includes all "diverted/overflowed/forwarded/escaped" calls into the Queue Route Point Calls Total Count No  N/A  N/A * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) Route Point Calls Total Duration No  N/A  N/A * Not relevant - Anything with Route Point will be irrelevant and never come up unless the customer uses 3rd party solution (Genesys) Short Duration Calls Count Yes - Alternative  * see notes  * see notes   Sign In Date/Time Date/Time Yes - Alternative 1.Agent / DND Activity Log | 2. Call Center Agent Report 1. ACD Times / Change Time + Status Related / Status Change (Description) 2. ACD Times / Signed In At or Signed Out At * There's not a specific metric within Akixi that shows both the Sign In Date and Time as a single value for all instances of the user Signing in or Out * There are a couple of alternatives depending on your needs: 1. (Activity Log) The "Agent / DND Activity Log" style report will use two metrics: "Change Time" (Shows date and time of change) and "Status Change (Description)" (shows what state (S/In, S/out, Avail, Alrt(call) etc)) 2. (Staffed time) The "Call Center Agent Report" style will show the most recent "Signed In" time stamp or "Signed out" time stamp (but will not include the date) Sign Out Date/Time Date/Time Yes - Alternative 1.Agent / DND Activity Log | 2. Call Center Agent Report 1. ACD Times / Change Time + Status Related / Status Change (Description) 2. ACD Times / Signed In At or Signed Out At * There's not a specific metric within Akixi that shows both the Sign In Date and Time as a single value for all instances of the user Signing in or Out * There are a couple of alternatives depending on your needs: 1. (Activity Log) The "Agent / DND Activity Log" style report will use two metrics: "Change Time" (Shows date and time of change) and "Status Change (Description)" (shows what state (S/In, S/out, Avail, Alrt(call) etc)) 2. (Staffed time) The "Call Center Agent Report" style will show the most recent "Signed In" time stamp or "Signed out" time stamp (but will not include the date) Skill Level Value On Roadmap Historic Call Log * see notes New metric for Agent Skill Level  will be added to historic call log Skill Nos Total Count On Roadmap * Call Center Agent Report * Group/Queue Report * Time Interval Reports * see notes Call Center Agent Report will have 60x new metrics for Skills 1-20 for call counts, total talk time, and average ttalk time to allow replication of Agent Calls / Agent Duration By Skill  Skill Nos Total Duration On Roadmap * Call Center Agent Report * Group/Queue Report * Time Interval Reports * see notes Call Center Agent Report will have 60x new metrics for Skills 1-20 for call counts, total talk time, and average ttalk time to allow replication of Agent Calls / Agent Duration By Skill  Staffed Total Duration Yes Call Center Agent Report ACD Times / Time On Duty (Total) * Using the ECCR template, Akixi will map it with custom label "Staffed" * Time On duty is also available in Queue reports, but not mapped added by default or configured with a custom label Talk Time Total Duration Yes Call Center Agent Report ACD Times / Total Talk Time   Transfer Location Value No  N/A  N/A   Transfer Number Value On Roadmap * see notes * see notes * On the roadmap for Q1 2026 Transferred Calls Count Yes Call Center Agent Report Call Counts / Transferred Out Calls   Transfer Number Value Yes - Alternative  * see notes  * see notes Will show WHO did the transfer? "Agent Transferred" or "Supervisor "Xfered"  | Release Target is 3.x Q1 26' Unavailable Total Duration Yes Call Center Agent Report Call Counts / Tot Not-Available Time   Wait Time Duration Yes Historic Call Log Call Times / Call Ring Time (Distribution) and Call Ring Time (Segment)    Wait time in Queue Total Duration Yes - Alternative Historic Call Log Call Times / Call Ring Time (Distribution)    Wrap Up Time Total Duration Yes Historic Call Log Call Times / Wrap-Up Time   Wrap Up Time Total Duration Yes Historic Call Log  * see notes v2.8 added "Wrap Up Time" metric to historic call log; previously only tracked in agent/queue report styles ... View more

You can use text to speech in the Customer Admin Portal to create announcements for use in your PBX.   Go to Enterprise Services > Announcement Repository Select the announcement category (Location Announcements, User Announcements, or Service Announcements" Select "Upload Audio File"   This opens the Upload menu.    Select the "Text to Speech" tab Select a group where you'd like the message uploaded and the voice to use. Enter your text and press Generate. Once the file has been created, you can rename it, play it, download a copy, or upload it.           ... View more

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 Activity (Counts)  This default report now appears in the ECCR Agent Reports folder   From here you can modify the report to show the fields, time, and filters as you wish. ... View more

This guide will help you navigate the voicemail system included with Cisco Broadworks.     ... View more

User Guide for the Yealink W59R The Yealink® W59R, certified to rigorous IP67 standards, is a professional ruggedized DECT handset with integrated Bluetooth and vibration alarm that is pretty eligible for any demanding environment. It is also compatible with Microsoft SIP Gateway, enabling seamless Teams communication experiences.           Desktop Phone w/ Adjustable Display:   Line Keys 2 Total SCA per base unit BLFs per base unit Total SCA + BLF per base unit USB Port 0 Expansion Module N/A Native Bluetooth yes ... View more

Cloud Business Fax provides the convenience of a private fax machine right in your browser. Hosted Fax is managed in the web-based Customer Administration Portal.       Sending Fax                           Any user given access to Hosted Fax can easily send a fax from either the Customer Administration Portal. via Customer Administration Portal: In the Hosted Fax widget, click on the Send Fax button. A box will pop up. Your name will be automatically filled in the Sender Name box. Choose the Sender Fax Number (if applicable). Enter the Recipient’s name, and Recipient’s Fax Number by filling the appropriate text boxes. Click + to add multiple recipients. Enter a subject line for the fax. Choose whether the fax content will be sent as an attachment or if you’ll type out the text to be faxed. To attach a document, click the + button. You will be able to navigate through your desktop to find the document(s) you wish to send. To send text, type in the information. Send fax by clicking the green Send Fax button on the lower right-hand corner. Once the fax is sent, the Send Fax dialog closes and you will see the alert, “Fax Sent Successfully.” To confirm if the fax reached your recipient, check the status in the Status Column. You can also change your settings to receive an email when a fax is sent successfully or not. NOTE: Hosted Fax currently supports the following file types: PDF, JPG & PNG, and the total size of attachments cannot be greater than 20 MB. NOTE: To send fax to multiple recipients, add multiple recipients like you would add multiple email addresses. Enter a subject line in the email. Attach the document to be faxed to the email.   Receiving Fax  Faxes can be received directly to your email or in the Customer Administration Portal based on settings and configuration (See Manage Settings).  When you receive a fax via email, you will receive an email with a PDF file attached. View Sent/Received Faxes To view faxes previously sent or received and stored within the Customer Administration Portal: Click on the Other Services Tab. Locate the Hosted Fax widget. If necessary, you can expand the widget by clicking on the double arrow in the upper right-hand corner. The following information is available for each file: Type (Incoming or Outgoing fax), User (You), Details (Recipient or Sender of fax, Date and Time fax was sent or received), Status (Sent – Pending Delivery, Delivered, Failed), Actions (Delete, View, Email, Resend Fax) To email or delete multiple files from your storage: Click on the small box next to the document icon within each file. Click all files to perform the desired action. Click Actions in the lower left-hand corner of the widget. Click the Email or Delete icon. If emailing, a box will appear to input the recipient’s email address. If deleting, a box will appear for you to confirm the deletion.   Manage Settings                  Manage the outgoing and incoming settings of each fax from within your Customer Administration Portal.  To change settings: In the Hosted Fax dropdown, select the fax for which you want to change settings. Click Settings. Edit the following outgoing fax settings: Store sent faxes in Hosted Fax Widget. Faxes stored in the Customer administration portal will be counted towards storage limit. Email when fax is successfully delivered. This will send a notification when faxes are delivered. Email when fax is not delivered. This will send a notification when a fax is not able to be delivered. Edit the following incoming fax settings: Email me received faxes. When this is activated, you will receive faxes via email. This will make the service HIPAA non-compliant. Notify me of received faxes. You will receive a notification when faxes have been received by this fax number. None. When this is selected, you will neither receive notice nor receive the faxes in your email. Click Save.    Configuration The configuration tab is an admin only option to view and manage all Hosted Fax accounts. To configure a fax, see the list of all fax products in your service, choose the one you want to manage, then click the Actions icon. Cloud Business Fax In the configuration window you can do the following: Enter a Label for your Hosted Fax. A meaningful label will help you with quick identification. Select if you want to store received faxes in the widget. You can Disable Email Me Received Faxes to stop getting emails of the faxes. This is a required setting for HIPAA compliance. NOTE: If you chose not to store fax in Customer Administration Portal, admins and users with view and delete permissions will need to change individual settings to email faxes to them. Assign Users who can send fax from this account by selecting users from the dropdown box. Click edit to set the following with the Edit Permission icon: View, download and email faxes sent to this fax number Delete faxes sent to this fax number. Unassign a user with the Unassign icon. Click Save. NOTE: If you chose not to store fax in Customer Administration Portal, admins and users with view and delete permissions will need to change individual settings to email faxes to them.   Download Configuration Rather than managing your storage space in the cloud, you can Sync your faxes to your own FTP Server or an AWS S3 Bucket. Sync Turn on Sync to begin the process. Enter the information for your server, such as Host name, User ID, and Password. You can test the connection at the bottom. Schedule Configuration You can Schedule deletion of the cloud stored faxes by turning on Schedule Configuration and selecting the interval from the drop-down box. The details for the vile formatting and naming will be detailed under the Delete Fax selector. ... View more

To cancel an enterprise in Atlas, you can follow these steps.   Note: This is an irreversible process. Once you have sent the order to cancel, it cannot be undone. The only thing you can do is rebuild the customer from scratch.   In Atlas, go to the Customer Tab Search to find any user in that enterprise Double click to open the Customer details screen Press the Cancel Enterprise button It will warn you about how many services they have, their start date, etc. To continue, press the Yes button. Next, it will check to verify which numbers your customer would like to port away.  Once selected, press Cancel Enterprise to continue You will receive another warning, advising that after this point there is no return. Press Yes to proceed Atlas will now cancel the enterprise. This will take several minutes. The video below shows you the steps. The video has no sound.   ... View more

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 report to use. In this article we will provide a brief overview of the most frequently used reports, to help you decide.    Please note that all our reports are fully customizable and can each be used in different ways. The descriptions below are just a guide to show you the original purpose of each report.     Wallboard: The Wallboard report will give you an overview of everything that is happening. e.g. how many calls waiting, how many have been answered/abandoned, and your current service level. It's designed to give you an at-a-glance view of how busy you are.      Extension/Device Report: The purpose of this report is to show you how your users are performing. e.g. how many calls they have answered/missed, and how much time they have spent on the phone. Note that this will only show calls that were actually offered to an extension. If a call comes in to a group but no one is available, and the caller hangs up, the call will not be shown on this report. into     Call Center Agent Report: This report shows you how your call center agents are performing. e.g. how many calls they have made/received, how long they have been on duty, and whether or not they are currently available to answer calls. Note that this will only show calls that were actually offered to an agent. If a call comes in to a group but no one is available, and the caller hangs up, the call will not be shown on this report. into     Unreturned Lost Calls Report: The purpose of this report is to show you calls that were missed, and whether or not an agent has called that caller back. Any missed calls will appear in red on this report. Once a call is returned, it will go green and remain on the report for a minimum of 15 minutes. After that time it will be marked for deletion. The next time a missed call is added to the report, the calls that are marked for deletion will be removed. A call is deemed as returned if an agent rings the caller back and the call is answered, or if the caller rings in again and that call is answered.     Group/Queue Report: This report shows how many calls each group has received/answered/missed. It will not show calls that were never presented to a group, e.g. calls made directly to an agent's DDI.     Calls By Day: This will show you how many calls were received/made each day, over a selected period. It can be used, for example, to show which are your busiest days of the week.     Contact Items By ½ Hour Interval: This report lets you see how many calls you made/received every half hour, for the selected period. It can be used, for example, to show which are your busiest periods during the day.     Historic Call Log: The Historic Call Log will show you full details of all the calls made and received, so it can be used to troubleshoot any issues. Each line represents a single call segment: each time a call moves within the phone system (e.g. from a hunt group to voicemail), a new call segment is created. Note: the call segment details are added to the report as soon as the segment ends. This means that the segments for a single call may not always be grouped. If you left-click on a segment a window will open up showing you the details of that segment, you can click on the 'Next' button at the bottom of that window to view further segments of that call. ... View more

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.   The following metrics are significant: Akixi Path Akixi Metric Fields / Properties ACD Agent Name ACD Times Time on Duty (Total)   This is a new report we will create by going through specific steps in Akixi.   Add New Report Change Report Style to ENTITY > Call Center Agent Report Name this report and assign a folder as you choose Modify the report  Open the Fields section of the Modify Report window (Basic or Advanced) Remove all metrics on the list except ACD Agent Name Time on Duty (Total) Change the time range in the Report menu Change the name of the report to something that makes sense Hit the OK button to save these changes You can change the date range of the report with the Time Change icon in the top right of the page This video shows these steps (video has no sound):   This, of course, is the bare minimum. You can always add new fields for your report as you wish. ... View more

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 information as it is added. Updates will be frequent to this page.   Related Articles  Reporting Overview     Agent Key Performance Indicators Legacy KPI Akixi Path Akixi KPI ACD Calls (Presented) Call Counts / Inbound ACD Calls Inbound ACD Calls ACD Calls (Answered) Call Counts / Inbound ACD Calls Inbound ACD Answered Outbound Calls Call Counts Outbound Calls Bounced Calls Call Counts Advanced Calls Average Call Duration ACD Times / Busy Times Avg Busy (Call) Time Total Unavailable time ACD Times Tot Not-Available Time Sign In Time ACD Times Signed In At Sign Out Time ACD Times Signed Out At       Call Center Key Performance Indicators Legacy KPI Akixi Path Akixi KPI       ... View more

The following videos discuss how to use filters on your reports in Akixi.       ... View more

We were happy to host a webinar on May 21, 2025 about how rural CLECs and ILECs are simplifying operations, cutting costs, and future-proofing their voice networks — all without disrupting what already works.      ... View more

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 among the larger threshold (answered under 30 seconds). Akixi fixes this by segmenting its service levels as ranges.   The following metrics are significant: Legacy Metric Akixi Metric Call Center Name Device Name Average Wait Time Avg Waiting Time Average Speed of Answer Avg Answer Time (In) Calls Answered within xx secs xx < Answered <= yy % within xx sec xx < % Answered <= yy   Akixi counts the calls within a range based on the Anser Performance KPIs established for the report (see steps 2 and 3 below).   Load the Default report: Enhanced Call Center Reports > ECCR Call Center Reports Call Center Service Levels Load the report from your ECCR Call Center Reports folder in the library Modify the report  Switch to Advanced style at the top Go to SLA/KPI and scroll down to the Answer Performance section Modify the targets to match the answer intervals you would like to see. In Broadsoft, you were limited to five threshold settings, Akixi offers six. Open the Fields section of the Modify Report window (you can switch back to Basic or leave it in Advanced) Remove the ACD State Icon if you want to have this report used as a historical report (ACD State Icon is a real-time metric, not a historical one. If you don't remove it, it simply will not display on the report) Add the count metrics with Call Counts > Inbound Answer Performance Reorder the metrics as you wish with the up and down arrows at the bottom of the Fields List If you'd like this to be a historical report, change the time range in the Report menu Change the name of the report to something that makes sense Hit the OK button to save these changes This video shows these steps (video has no sound): ... View more

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 Answered Outbound ACD Calls (not used)* Route Point Calls (not used)* Outbound Route Point Calls (not used)* Inbound Calls Inbound Calls Outbound Calls Outbound Calls Internal Calls Inbound Internal Calls * these metrics were not enumerated with the call center types used in Broadsoft, so they were always only going to show a null value. When we remake a report, we can improve it by eliminating junk data.   Load the Default report: Enhanced Call Center Reports > ECCR Agent Reports Agent Call Load the report from your ECCR Agent Reports folder in the library Modify the report  Open the Fields section of the Modify Report window (Basic or Advanced) Remove the ACD State Icon if you want to have this report used as a historical report (ACD State Icon is a real-time metric, not a historical one. If you don't remove it, it simply will not display on the report) Change the name of "Inbound Internal Calls" field to "Internal Call Change the time range in the Report menu Change the name of the report to something that makes sense Hit the OK button to save these changes This video shows these steps (video has no sound): ... View more