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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

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 button at the bottom of the window Choose from one of the Enhanced Call Center Reports that most closely matches your original report This adds it to the library of available reports, select it for display from the appropriate folder (labeled ECCR Agent Reports or ECCR Call Center Reports) All Akixi reports can be modified to add, delete, or change the metrics displayed When the report is showing, press the Modify this report and review/change all filter parameters button to open the Modify Report window Remove any metrics you don't want to view Add any new metrics Reorder the metrics how you prefer For more information, view the video below:   I have modified a few specific reports to more closely match the Broadsoft style: Agent Call Report Service Level Report Call Center Report ... View more

This video will cover the following topics: Modifying Data Fields Reordering Data Fields Customizing Visual Elements Alerts and Alarms Alternative Display Options   ... View more

This video will discuss the following: Load a Report Add a New Report Modify a Report Schedule a Report Download Report Data   ... View more

This video explores the Elastic SIP Trunking product and its uses, interface, and key features.   ... View more

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 Portal: https://client.corpglobal.net/callcenter   Step 2: Click on “Akixi Reporting” button   Step 3: Click on the “Sign In” button (top right corner of Akixi website)   Step 4: Enter your Call Center Supervisor Console username and password - Broadworks: TenDigitNumber@bwas.voice.onvoy.net -Customer Admin Portal: TenDgitNumber@corpglobal.net   Step 5: Click on the “Broadworks UserID” button - Note: Do not click on the “Sign In” button as this will fail.   Step 6: Click on the “Login” button on next page ... View more

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. ... View more

User Guide for the Yealink SIP-T54W   The Yealink® SIP-T54W is a 10-line, Gigabit phone packed with many advanced features that will enhance your day-to-day business activities and make your life easier. This guide is designed to help you use some of the most popular features with your new Yealink® SIP-T54W phone.       Desktop Phone w/ Adjustable Display:   Line Keys 10 Total SCA 12 BLFs 20 Total SCA + BLF 21 USB Port 1 Expansion Module EXP50 Native Wi-Fi and Bluetooth yes Bandwidth 2x Gigabit ... View more

This 5 minute video will have Learning & development Manager Bill walk you through the basics of Akixi. ... View more

This video will guide you to scheduling reports.   ... View more

This video will show you the basics for filtering reports in Akixi.     ... View more

This video covers how to change routing on your toll free inventory directly in the Inteliquent Customer Portal:      You can change the routing option for a toll-free number, disconnect a toll-free number, modify the toll-free number note, add, modify, or remove call forwarding and add, modify, or remove DNIS. ... View more

This video discusses how to modify features on your toll free numbers directly in the Inteliquent customer portal:     You can add, update, or remove features on your toll free numbers including CNAM, E911 and Messaging. Keep in mind that adding features via the portal allows for up to only 5 unique values. If you have more than that, you will use the file upload option. ... View more