How to Create a Report on Akixi.

How to Create a Report on Akixi.

This guide details the process of creating reports in Akixi.

Overview

There are a number of set reports that Akixi automatically comes loaded with. These are shown on the reporting page in the left hand column. When started, Akixi will show these via the Desktop Wallboard (The coloured display boxes).

This is shown in real-time and gives a brief overview of the system and will update as calls come in. One can easy choose a time period to view by using the clock symbol in the top right hand corner of the display as shown below:


This gives the ability to choose the time scale over which the report is shown for:


This will change the view one sees and gives an overview of the calls made during that time period. (Depending on the time period, the report may take a while to complete for larger numbers of users)

Changing the view

Using the edit button in the right hand corner of the screen ()  there are two different views:

  • Detailed Table View - More information is given, such as call time, the information given can also depend on the license type.
  • BLF view- Shows the users with the corresponding colours to explain the current state of that user. (This can be viewed horizontally or vertically)

In order to choose which users are shown in the report, one can select them from the dropdown list where it says Device Filter. (As seen below)


By selecting the tick boxes next to the users name and line number, one can select one or more of the users. To adjust the report to just show the users selected, one will have to press the refresh symbol next to the list. (The two arrows in a circular formation)

One can now produce an output of these reports by selecting one of the buttons also along the top bar:

Modify and review.

EditThis will allow changing the report and modifying it depending on the filters and the chosen mode. This will be addressed further in the document (creating reports from scratch).
Print Report

This allows one to output the report into a printable format. There are three options:

  • Create a PDF report, this will output a document ready to print which is not designed to be editable- one will need Adobe Reader to view this document.
  • Create a RTF report, (Rich text format) this will be view-able by most document readers and writers such as Microsoft Word. (These are editable)
  • Create a HTML report, the advantage of this is that it can be viewed and printed on any machine with an internet browser.
Output CSV report

This creates a CSV report (Comma Separated Values), which are commonly used to import large amounts of data into databases or alike and are easily view-able on Microsoft Excel and other spreadsheet applications.
Snapshot
The snapshot option displays the report one is currently viewing in a separate window.

*Print report: Should one receive an error stating that the report has expired, simply return to the previous window and again press the refresh button. (On the top bar next to the device filter drop down list) then select the report view again

Please Note: The report option will vary based on which license of Akixi one has.

Report Types

There are 20 different report view's which Akixi comes with, these will be discussed below.

Here is a link to example reports for each of the report styles listed below.

Agent Call Distribution
Agent Call Distribution Activity Log
This report generates a historic list of an Agents ACD state changes. Agents are always listed by there entry time field value. However when monitoring in real-time, ACD changes will automatically be appended to the end of the report.


This will monitor ACD states that remained signed in at the end of the previous day and will reset this based on the day start time as an administrator will be able to change at what time the day starts. The default for this starting time is 12:00 am


ColourDescription
GreenThe corresponding agent is signed in and available to receive ACD hunt group calls.
Dark GreenThe corresponding agent is available and is currently being offered a hunt group call, or being alerted by a direct internal or DID trunk call.
RedThe agent is busy on an answered ACD hunt group call.
Light RedThe agent is busy on a non-ACD call. The call is either an outbound call actually made by the agent, an inbound DID call, or an inbound internal call made directly to the device that the agent is currently signed in at.
BlueThe agent is in the "Not Available" or "ACD-DND" ACD state, because they are currently unavailable to receive ACD hunt group calls whilst they were doing non call center specific tasks, like receiving training, being on a break, etc.
YellowThe ACD agent is in the Wrap-Up ACD state, because they are currently unavailable to receive ACD hunt group calls whilst they complete clerical tasks associated with the previous caller.
Dimmed TextThe agent is currently signed out. Note that when the "Calculate ACD Statistics Only For Agents Signed Into The Specified Group(s)" setting is checked within the Advanced tab of the Report Properties window, (and one or more hunt group devices are being used to filter the report by) then ACD agents that are not currently signed into those groups will also be displayed using dimmed text. .
Licence Required: Akixi 2000
Agent Call Distribution, Agent/s BLF (Busy Light field)
This displays the agents current busy light state, how long they have been in this state for, how long they have been in for the current shift(depended on day start time), the account the device is currently signed in as (phone number assigned to the device), total talk time, telephone number (which should show the primary active calls Telephone number) and direction (which direction the agents are displayed).
When looking historically, only inbound calls and outbound calls are shown and also the total talk time.
Licence Required: "Akixi Presence" or "Akixi 2000" :
ColourDescription
GreenThe corresponding agent is signed in and available to receive ACD hunt group calls.
Dark GreenThe corresponding agent is available and is currently being offered a hunt group call, or being alerted by a direct internal or DID trunk call.
RedThe agent is busy on an answered ACD hunt group call.
Light RedThe agent is busy on a non-ACD call. The call is either an outbound call actually made by the agent, an inbound DID call, or an inbound internal call made directly to the device that the agent is currently signed in at.
BlueThe agent is either in the "Not Available" or "ACD-DND" ACD state, because they are currently unavailable to receive ACD hunt group calls whilst they are doing non call center specific tasks, such as receiving training, being on a break, etc.
YellowThe ACD agent is in the Wrap-Up ACD state, because they are currently unavailable to receive ACD hunt group calls whilst they complete clerical tasks associated with the previous caller.
Dimmed TextThe agent is currently signed out. Note that when the "Calculate ACD Statistics Only For Agents Signed Into The Specified Group(s)" setting is checked within the Advanced tab of the Report Properties window, (and one or more hunt group devices are being used to filter the report by) then ACD agents that are not currently signed into those groups will also be displayed using dimmed text. .
Agent Call Distribution, Agent List
Similar to the above information displayed in a different format
 Active Call list
 This can only be used in Real-Time mode and generates a list of calls currently ongoing.
Colour
Description
None
Initiating Calls
Orange
Used for calls that are currently Queuing
Pale Yellow
Shows active calls which are alerting agents/ huntgroup's etc
Green
Currently active calls
Silver
Calls on Hold, parked calls and system held calls
Licence: "Akixi 1000" ,"Akixi 2000"
Calls by Account Code
 Allows monitoring by account code. Only available to Premium Call Center License's
Colour
Description
 NoneNo calls are currently active for this account code
 Pale Yellow
One or more unanswered calls exist for this account code. This is always shown as long as there is one or more unanswered calls entering the call center.
Green
One or more answered calls exist for this account code. This state is only displayed if all the calls for the call center are answered.

Licence Needed: Akixi 2000
Calls By Day
This report style shows calls on a specific day from start to finish. This is particularly useful when choosing a previous day using the time scale tool.
License: Akixi Lite, Akixi 1000, Akixi 2000
Calls By DDI
Looks at calls based on their DDI or DID. (Dialled Inbound Digits) This shows individual users as well as hunt groups and call center numbers. Again, this can be useful when combined with the time scale tool.
ColourDescription
NoneNo inbound calls are currently active that originated via the corresponding DID number.
Pale YellowOne or more unanswered inbound calls is currently active that originated via the corresponding DID number. This highlighting state is always shown if any unanswered inbound calls exist from the corresponding DID number, even if there are other active calls from the same DID number that are actually answered.
GreenOne or more answered inbound calls exists for the corresponding DID number.
Licence: Akixi 1000 Akixi 2000
Calls By Month
Collates information about calls over a monthly period. A number of call statistics are produced. Such as calls answered etc.
Calls By Tel No
Allows one to distinguish information based on the telephone numbers that external calls have either originated from or been made to. Again colours of rows indicate the calls state. As shown above in (Calls by account code)
Licence: Akixi Lite, Akixi 1000 Akixi 2000
ColourDescription
NoneNo active calls are involved with corresponding telephone number.
Pale YellowAn unanswered call is currently being made or received to/from the corresponding telephone number. This highlighting state is always shown if any unanswered calls exist involving the corresponding telephone number, even if there are other active calls that are answered to/from the same number.
GreenAn answered call exists involving the corresponding telephone number.
Calls By Week
Similar to Calls by month. However per week.
License Required: Akixi Lite, Akixi 1000 Akixi 2000
Calls By 1/2 Hour + Day
As above.
Calls By 1/2 Hour Intervals
As above.
Desktop Wallboard
Displays a valuable overview of the system. One can pin-point users or a time scale, however its use full just to keep running on a large screen to be aware of the calls currently being made and to allow call center staff to see how well they are doing in a quick and easy to understand view.
Also the default view for Akixi 1000 and Akixi 2000 Accounts
Licence Required: Akixi 1000 Akixi 2000
Extension BLF
Shows user current presence with users name information if available
Licence: Akixi Presence/ Akixi 1000
ColourDescription
NoneThe corresponding device is idle or it is off-hook where it is just starting to make a new outbound call.
Pale YellowThe device is either being alerted by a call, or is making an outbound call that isn't answered yet.
GreenThe device is currently busy on an answered call.
BlueThe device isn't currently involved in any active calls and is currently set to reject inbound callers. The device is either set to forward inbound calls to another location, or is set in Do-Not-Disturb (DND) state.
Dimmed TextThe device is out-of-service probably because the device is unplugged or not properly connected to the telephone system. Alternatively, a previous request to monitor the device on the telephone system failed, which is usually due to an incorrect or expired monitor password being set against the device for telephone systems that specifically require it.
Extension List
Shows users current presence but with there numbers only.
Licence: Akixi Presence/ Akixi 1000
ColourDescription
NoneThe corresponding device is idle or it is off-hook where it is just starting to make a new outbound call.
Pale YellowThe device is either being alerted by a call, or is making an outbound call that isn't answered yet.
GreenThe device is currently busy on an answered call.
BlueThe device isn't currently involved in any active calls and is currently set to reject inbound callers. The device is either set to forward inbound calls to another location, or is set in Do-Not-Disturb (DND) state.
Dimmed TextThe device is out-of-service probably because the device is unplugged or not properly connected to the telephone system. Alternatively, a previous request to monitor the device on the telephone system failed, which is usually due to an incorrect or expired monitor password being set against the device for telephone systems that specifically require it.
Historic Call List
This report style generates a historic list of call records for call segments that have already ended. The list may display one or more entries for the same underlying call, for each segment of the call that was transferred or diverted between different locations in the telephone system.
This can be used with time scale to find specific calls.
Licence:  Akixi Lite Akixi Presence Akixi 1000 Akixi 2000
Hunt Group BLF
Shows hunt groups presence and displays them by name.
Licence:Akixi 2000
ColourDescription
NoneNo active calls are involved with corresponding telephone number.
Pale YellowAn unanswered call is currently being made or received to/from the corresponding telephone number. This highlighting state is always shown if any unanswered calls exist involving the corresponding telephone number, even if there are other active calls that are answered to/from the same number.
GreenAn answered call exists involving the corresponding telephone number.
Hunt Group List
Shows hunt groups presence and displays them by number
Licence: Akixi 2000
ColourDescription
NoneNo active calls are involved with corresponding telephone number.
Pale YellowAn unanswered call is currently being made or received to/from the corresponding telephone number. This highlighting state is always shown if any unanswered calls exist involving the corresponding telephone number, even if there are other active calls that are answered to/from the same number.
GreenAn answered call exists involving the corresponding telephone number.
Trunk Interface List
This report style displays a list of the application's configured trunk device & trunk gateway devices with call statistics shown against each item. Also allows for the BLF view if selected in the top right hand corner.
Licence:"Akixi 1000"
ColourDescription
NoneNo active calls are involved with corresponding trunk device.
Pale YellowAn unanswered call is currently being made or received via the corresponding trunk device. On some telephone systems where a particular trunk device may support more than one voice channel, this highlighting state is always shown if any unanswered calls exist involving the corresponding trunk, even if there are answered calls on the device's other supported voice channels.
GreenAn answered call exists involving the corresponding telephone number.
Unreturned Lost calls
Shows all the calls that were placed to the users/group that never got answered or replied to. Those calls which were later subsequently made or returned are removed from the list automatically.
Licence: "Akixi 1000" or "Akixi 2000"
ColourDescription
Light RedThe corresponding abandoned call has had no subsequent successful return call back to the outside party, and has also not called in again and been successfully answered.
GreenA successfully answered call has subsequently occurred with the abandoned caller. Abandoned calls that are successfully returned display in the list for about 15 minutes, when they are then considered obsolete.

How to Create a New Report 

One may create a new report by selecting the button on the bottom left of the screen 

One will be greeted with the following window:


This gives similar options as shown in the reporting window. 

TabDescription
ReportThis allows one to set the report type. Name the Report and select the time period required.
FilterScope Filtering, allows filtering of the report via the scope (groups) known as the partition's in Akixi. Location filtering, meaning filter via telephone No, device/User, ACD agents, select either outgoing or in-going calls (to these locations). Miscellaneous Filtering, type / direction, answer type e.g answered abandoned etc, DID digits and finally account code. The next tab (other) also concerns call filtering Call movement filtering, based on user/device, allowing one to see who is transferring calls etc.
FieldsThis allows one to configure the way the report looks and the order of the fields on the reports output.
AlarmsAllows one to set up notifications, for example when a call has been alerting for a period of time. One will be able to set this to play a sound on the machine based on the alarm event.
SchedulingAllows one to set a scheduled report which will be sent to the email used as a login for Akixi. (Please raise a ticket to support if one need the email address its sent to changed)
Service Level SettingsService level statistic is designed to give an overall view based on the statistics set as to whether the organisation is meeting service level targets.
AdvancedDevice filtering, when filtering by hunt group device(s) in the Filter tab for certain report styles, one may specify whether calls involving the specified group's member extensions and/or ACD agents are also included. One may also choose whether ACD statistics are only calculated for agents specifically signed-into the corresponding group(s). Content Restriction, allows one to change the maximum number of rows displayed on a report at the cost of browser performance. Do not select unless instructed otherwise.

Errors

"Device added however user name not available in filter list"

For the above error when creating a report, select Advanced and then increase the filter list limit. Then go back to the report and one should now be able to see the required name in the filter list.

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