Despite a growing number of advanced features available for the modern contact centre, reporting continues to be one of the most crucial concerns for any business. The ability to dive into the inner workings of each conversation with a client or evaluate an agent’s performance is essential. After all, it’s only with that behind-the-scenes information that companies can make meaningful decisions to transform their operations.
Akixi has been one of the leading companies in the reporting environment for a number of years now. The brand was the first in the UK to offer cloud-focused analytics for VoIP and PBX environments, and it’s consistently adding new functionality to its portfolio. Today, we’re going to take a closer look at what companies can do with Akixi Reporting.
Akixi Reporting Review: Features
As an award-winning company in the call and contact centre analytics environment, Akixi excels at delivering unprecedented overviews of your communication system. With products refined to suit different kinds of companies, Akixi ensures that it has something for everyone. For instance, there are four reporting solutions available from Akixi, including:
- Akixi Lite: The basic cradle-to-crave reporting solution with historic call and contact lists
- Akixi 1000: The reporting system that includes wallboard access, an active call/contact list and trunk interface list
- Akixi 2000: An advanced system featuring Hunt groups, agent reporting and control, and call/contact items by account code
- Akixi 3000: The full reporting suite, complete with omni-channel statistics, and all of the business insights you can think of
No matter which Akixi service you choose, you can rest assured that the company’s cloud-based reporting solutions will deliver an immersive overview into how your processes are working, and what you can do to make them more efficient. Some of the features available across the various Akixi service levels include:
- Call/contact items by half hour, day, week, month, and telephone ID
- Unreturned lost calls lists
- Extension and trunk interface lists
- Wallboard connectivity
- Hunt group lists
- External content connections via URLS
- ACD/DND Activity logs
- Cradle-to-Grave call visibility
- Real-time analytics
- Mobile app access
- Abandoned call recovery
- Call control
- BLF (Busy Lamp Field) view
- Monitoring for extension activity
- Alarms for performance metrics
- Chart and list views
- Financial statistics
- Analysis by hunt group
- Agent reporting and control
- Omni-channel analytics and panels
Companies can also access call recording as an optional bolt-on, to help them get more information out of their data over time, or adhere to compliance guidelines.
Akixi Reporting Review: Benefits
Akixi’s reporting platform is designed to give you the information that you need about how your business operates, so you can strategically improve performance and boost productivity. The software ensures that all discussions are logged accurately and instantly, allowing companies to watch over where calls were received, as well where they came from, and even how long customers were on hold.
With such an in-depth reporting solution, businesses can easily diagnose and understand call routing issues, and investigate the problems that could be reducing customer satisfaction. You can take snapshots of reporting screens, immediately create and view different report formats, and even implement device filters to determine which information you’re going to see at any given time. Benefits include:
