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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

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