akixi 2.1 full release document · this document provides an overview of all the new features that...

Property of Akixi Limited. Strictly Confidential.

AKIXI 2.1 FULL RELEASE DOCUMENT Software release 2.1 features, including administrator and supervisor instructions.

Document Revision 1

of 39 Copyright 2020 © Akixi Limited. All Rights Reserved.

Table of Contents Copyright and Confidentiality Notice ........................................................................................................ 4

Warranty ..................................................................................................................................................... 4

Trademarks ................................................................................................................................................ 4

Introduction ................................................................................................................................................ 5

Features Summary ..................................................................................................................................... 6

Integration and Compatibility .................................................................................................................... 6 UI Enhancements ..................................................................................................................................... 6

‘Auto’ Zoom Level ................................................................................................................................. 6 Fullscreen Reports ................................................................................................................................ 6 Persistent Admin Buttons ...................................................................................................................... 6 Scrollable Report Tabs .......................................................................................................................... 6 Welcome Page Notifications.................................................................................................................. 6

Reporting Enhancements ......................................................................................................................... 6 Dashboard View ................................................................................................................................... 6 Alarms .................................................................................................................................................. 6 Enhancements In Conference Device Filtering For BroadWorks ............................................................ 6 Wallboard Image Tiles .......................................................................................................................... 6 Unreturned Calls Statistic ...................................................................................................................... 7

Administration Enhancements .................................................................................................................. 7 Multiple Partition Permissions ............................................................................................................... 7 Partition Synchronisation Improvements ................................................................................................ 7

General Product Enhancements ............................................................................................................... 7 Omnichannel Email Reporting and Handling ......................................................................................... 7

Other ........................................................................................................................................................ 7 Browser Support ................................................................................................................................... 7

Integration and Compatibility .................................................................................................................... 8

Report Data API ......................................................................................................................................... 8

Enhancement Overview............................................................................................................................ 8 Administrator Instructions ......................................................................................................................... 8 Supervisor Instructions ............................................................................................................................. 8

Akixi REST API information ................................................................................................................... 8 API restriction limit per report ................................................................................................................ 8 API overall restriction limit ..................................................................................................................... 8 API example diagram ............................................................................................................................ 9

UI Enhancements ......................................................................................................................................10

Auto Zoom Level .......................................................................................................................................10

Enhancement Overview...........................................................................................................................10 Supervisor Instructions ............................................................................................................................10

Adjusting the zoom level to ‘Auto’ .........................................................................................................10 Auto zoom level example .....................................................................................................................11

Fullscreen Reports ...................................................................................................................................12


Entering fullscreen mode......................................................................................................................12 Exiting fullscreen mode ........................................................................................................................12

Persistent Admin Buttons ........................................................................................................................13

Enhancement Overview...........................................................................................................................13 Scrollable Report Tabs .............................................................................................................................14


Report tab scrolling ..............................................................................................................................14 Expanding the report tab ......................................................................................................................14 Collapsing the report tab ......................................................................................................................14

Welcome Page Notifications ....................................................................................................................15

Enhancement Overview...........................................................................................................................15 Reporting Enhancements .........................................................................................................................16


Dashboard View ........................................................................................................................................16


Creating a dashboard...........................................................................................................................16 Alarms .......................................................................................................................................................20


Setting an alarm sound and type against a field ....................................................................................21 Alarm sounds .......................................................................................................................................21 Alarm repeat types ...............................................................................................................................22

Enhancements In Conference Device Filtering For Broadworks ............................................................23


Treat conference calls as external setting .............................................................................................23 Wallboard Image Tiles ..............................................................................................................................24


Adding image tiles to wallboards ..........................................................................................................25 Image URL ..........................................................................................................................................26 Tile colour ............................................................................................................................................26 Fit image setting ..................................................................................................................................27

Unreturned Calls Statistic ........................................................................................................................28


Adding the unreturned calls field to reports ...........................................................................................29 Administration Enhancements .................................................................................................................30

Multiple Partition Permissions .................................................................................................................30

Enhancement Overview...........................................................................................................................30 Administrator Instructions ........................................................................................................................30

How to assign multiple partition permissions against a user ..................................................................30 Partition Synchronisation .........................................................................................................................31

Enhancement Overview...........................................................................................................................31 Synchronisation types: .........................................................................................................................31

Administrator Instructions ........................................................................................................................32 Viewing the default sync type set against a partition .............................................................................32 Setting a partition with a synchronisation type ......................................................................................33 Performing multiple partition synchronisations at the same time ...........................................................34 Synchronisation status .........................................................................................................................35

General Product Enhancements ..............................................................................................................36

Omnichannel Email Reporting and Handling ..........................................................................................36


Subject line filtering ..............................................................................................................................36 Subject line – wildcard filtering .............................................................................................................37 Subject line – wildcard excluding ..........................................................................................................37 Email forwarding ..................................................................................................................................38

Other ..........................................................................................................................................................39

Browser Support .......................................................................................................................................39

Overview .................................................................................................................................................39 Fully supported browsers .....................................................................................................................39 Secondary browsers ............................................................................................................................39 Non supported browsers ......................................................................................................................39


Copyright and Confidentiality Notice Copyright © 2020 Akixi Limited. All Rights Reserved. Any technical documentation that is made available by Akixi Limited is proprietary and strictly confidential and is considered the copyrighted work of Akixi Limited. This publication is for distribution under either the Akixi Non-Disclosure Agreement, the Akixi Reseller Agreement, or the Reseller Distribution Agreement only. No part of this publication may be duplicated without the express written permission of Akixi Limited. Akixi Limited reserves the right to make changes without prior notice.

Warranty The Akixi Service reporting functionality, supported call flow scenarios, Akixi Service configuration and provisioning functionality and workflow examples, recommended telephony platform configuration, suggested product billing strategies, and/or any provided data examples is/are provided “as is”, without warranty of any kind, express or implied, including but not limited to the warranties of merchantability, fitness for a particular purpose and non-infringement. In no event shall Akixi Limited be liable for any claim, damages or other liability, whether in an action of contract, tort or otherwise, arising from, out of or in connection with the Akixi Service reporting functionality, supported call flow scenarios, Akixi Service configuration and provisioning functionality and workflow examples, recommended telephony platform configuration, suggested product billing strategies, and/or any provided data examples, or the use or other dealings of the Akixi Service, its APIs, or any associated documentation.

Trademarks BroadSoft® and BroadWorks® are registered trademarks of Cisco Systems, Inc. and its affiliates in the United States and certain other countries. All other trademarks identified herein are the property of their respective owners.


Introduction

This document provides an overview of all the new features that are included with Akixi software release 2.1.

See the Features Summary section for a concise overview of all the features included within the release. Every feature has its own section including all the instructions required to administer and utilise the feature effectively.


Features Summary

Integration and Compatibility

Report Data API

The Akixi report API allows Akixi report data to be downloaded directly into third-party applications, enabling business data to be seamlessly integrated.

UI Enhancements

‘Auto’ Zoom Level

‘Auto’ is available as a report zoom level option, which keeps reports consistently optimised for the current display.

Fullscreen Reports

Reports can be viewed in fullscreen mode with the single click of a button, ideal for displaying reports on a large display screen.

Persistent Admin Buttons

Buttons and fields located within the Administration section of the portal are now fixed to the header and footer of the portal.

Scrollable Report Tabs

The report tabs displayed at the bottom of the reporting pane can be scrolled and expanded, making it possible to view all the active opened reports.

Welcome Page Notifications

The Akixi reporting Welcome Page has been improved to provide users with engaging content and important information.

Reporting Enhancements

Dashboard View

Supervisors can benefit from a new dashboard view, allowing multiple reports to be viewed on a single screen.

Alarms

Improvements have been made to alarms on your reports, providing more options to customise the alarm sound and duration.

Enhancements In Conference Device Filtering For BroadWorks

Conference calls can be reported on as external calls as well as internal calls.

Wallboard Image Tiles

Images can now be displayed on wallboard tiles, perfect for customising wallboards with a company logo or your team’s avatar.


Unreturned Calls Statistic

The unreturned calls metric is now available as a statistic which can be added to wallboards and other reports. This makes it even easier to respond quickly to missed calls, helping to improve customer experience and minimise potential lost revenue.

Administration Enhancements

Multiple Partition Permissions

Improved permission selection allows supervisors and administrators to be restricted to specific partitions, making it easier to create area and regional reporting structures.

Partition Synchronisation Improvements

New options let you select which type of daily synchronisation is automatically performed, as well as being able to trigger multiple synchronisations at the click of a button.

General Product Enhancements

Omnichannel Email Reporting and Handling

Improvements have been made to the way that email contact items are reported on and also how emails are handled when picked up on the omnichannel panel and subsequently forwarded to another user to respond to.

Other

Browser Support

Akixi now has a definitive list of fully supported browsers as well as a list of browsers with secondary support.


Integration and Compatibility

Report Data API

Enhancement Overview The Akixi report API allows you to automatically download Akixi report data directly into third-party applications. This is available with Akixi Lite, 1000, 2000 and 3000.

The Akixi API development code can be accessed by visiting akixi.dev.

Administrator Instructions There is a charge for every successful API request to download report data to any third-party application.

Supervisor Instructions

Akixi REST API information

All the information to get started with configuring API download requests to Akixi reports can be found at akixi.dev.

API restriction limit per report

There is a rate restriction limit of 15 minutes per report. This means an API download request on a single report can only occur after a 15-minute interval.

Looking at the API example diagram, the data is pulled from Report 1 at 12:00 PM. The next available download request is available at 12:15 PM - 15 minutes after the original download has been completed.

API overall restriction limit

An API download request can be completed on three different reports within the same 15-minute window. As shown in API example diagram, an API download request is completed on Reports 1, 2 and 3 between 12:00–12:10 PM.

Once a download request has been completed for the second time on Report 1 at 12:15 PM, a download request can then be requested and successfully downloaded on Report 4 at 12:15:01. This is because the 15-minute window is adjusted following the latest API download on Report 1. The new 15-minute window runs across Reports 2, 3 and 4 at 12:20, 12:25 and 12:30:01.

https://akixi.dev/

https://akixi.dev/


API example diagram

Download completed at: 12:00:00 PM

Next download available at: 12:15:00 PM

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3

Third Party Applications





Report Data

Akixi Report

Akixi Report

Akixi Report

4

Akixi Report



Report Data

Report Data

Report Data


UI Enhancements

Auto Zoom Level

Enhancement Overview ‘Auto’ is available as a report zoom level option, which keeps reports consistently optimised for the current display.

Setting the report zoom level to ‘Auto’ will automatically adjust the report to fit the width of the reporting pane.


Adjusting the zoom level to ‘Auto’

The ‘Auto’ zoom level option is available on all reports except the wallboard report which already automatically adjusts to the dimension of the screen.

The ‘Auto’ zoom level setting will only ever increase the zoom level to make a report fit the full width of available screen. It will never reduce a report to less than 100% zoom level.

To set a report to auto zoom, select the report you want to view and select the ‘Auto’ option from the zoom level toolbar field – this is displayed in the screenshot below.


Auto zoom level example

The example provided below shows the difference between a report set to the ‘Auto’ zoom level, in comparison to a report set at 100% zoom level.

100% Zoom Level

Auto Zoom Level

With the current 100% zoom level that is set against the report, the report does not adjust to the width of the reporting pane.

Setting the report zoom level to ‘Auto’ will automatically adjust the report to fit the width of the reporting pane.

The white space has been removed that was present with the 100% zoom level.


Fullscreen Reports

Enhancement Overview Reports can be viewed in fullscreen mode with the single click of a button, ideal for displaying reports on a large display screen.


The ‘Enter fullscreen’ icon is found in the bottom right-hand side of the reporting portal next to the report transitioning button.

Entering fullscreen mode

Clicking the icon will display the report in fullscreen mode with just the report and the open report tabs in view.

This will also evoke the browser fullscreen mode (F11 for example).

Unlike using the F11 key alone, the fullscreen button will also remove the report toolbar and menu navigation from view.

Exiting fullscreen mode

To close fullscreen mode, click on the icon. This will revert the view back to the previous report display, taking the browser out of fullscreen mode.

Alternatively, pressing the F11 key will exit fullscreen mode.


Persistent Admin Buttons

Enhancement Overview Administrators will now find it easier when navigating through records of data on the Administration section of the portal. The buttons and fields located within the header and footer will stick and lock to the top and bottom of the screen, staying in view at all times.

Header

Footer


Scrollable Report Tabs

Enhancement Overview At the bottom of the reporting pane is the report tabs area, containing all the active reports that are currently open. The report tab area can be scrolled through making it possible to view all open reports without shrinking the size of the report being viewed. Alternatively, the report tabs area can be expanded to view all opened reports without the need to scroll.


Report tab scrolling

If the number of open reports exceeds the width of the screen, the report tab arrow buttons can be used to scroll through all the open reports. If transitioning is enabled, the report tab will automatically scroll and display the name of the report that is currently being displayed on screen.

Expanding the report tab

Supervisors have the option to horizontally expand the report tab area to display all open reports. This can be done by highlighting just below the active report tab and clicking the expand arrow that appears.

Collapsing the report tab

If the report tab area has been expanded, it can be collapsed again by highlighting below the open reports and clicking the collapse arrow.

Report tabs section


Welcome Page Notifications

Enhancement Overview Users who access the Akixi portal will be greeted with a new landing page containing a carousel in the centre of the screen. This carousel automatically slides through cards displaying relevant content including product tips, informative messages and information about new features brought to the application. The content displayed in the carousel will be updated on a regular basis.


Reporting Enhancements

Dashboard View

Enhancement Overview Supervisors can benefit from a new dashboard view, allowing multiple reports to be viewed on a single screen. There’s no limit on the number of dashboard views that can be created, so supervisors can create a specific dashboard for each team or multiple dashboards illustrating different KPIs.

The dashboard feature is available with all license levels of Akixi.

Supervisor Instructions A dashboard can include a minimum of two reports and a maximum of six.

Creating a dashboard

To create a dashboard, the supervisor must first access the reporting portal and create a dashboard report style.

1. ‘Add Report' button 2. Report tab 3. Select dashboard from the style drop-down field

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After the dashboard report style has been selected, the dashboard tab will appear. This is where the supervisor can customise the layout of the dashboard and select which reports are displayed.

4. Dashboard tab 5. Add button 6. Select dashboard layout 7. Click OK

Available dashboard layouts for the number of reports selected for inclusion will be displayed.

For example, if only two reports have been added to the dashboard, then only the layout options which include tiles 1 and 2 will be displayed. In total, there are ten different report layout options that can be used on dashboard displays.

Each report added to the dashboard will be assigned with a colour-coded number. These colour-coded numbers correspond to the numbers displayed on the preview images of the dashboard layouts. For example, the report labelled number 1, will appear in the top left-hand corner of the dashboard.

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Just like any other report, a dashboard can be included in the transitioning sequence and will be cycled through if the ‘include in report transitioning’ checkbox is selected. This setting can be found within the transitioning tab.

Once the OK button has been clicked, the dashboard will be created reflecting the reports and layout that have been selected within the dashboard settings.


A warning message will appear on the dashboard if one of the reports displayed on the dashboard is deleted. The other reports added to the dashboard will still display as usual.


Alarms

Enhancement Overview Improvements now allow for the duration and length of alarms to be customised within the report settings. Accompanying this, there is now a choice of five sound samples that can be played when an alarm trigger is activated.

Supervisor Instructions Field alarms can be configured on reports that are set to run in real time as alarms can only be configured against live thresholds.

Alarms can be configured against fields on the following reports:

- Desktop Wallboard - Active Call / Contact List - Extension List - ACD Agent List - Hunt Group List - Trunk Interface List - Calls / Contacts By Tel No / ID - Calls / Contacts By DDI / ID - Calls / Contacts By ½ Hour Interval - Calls / Contacts By ½ Hour + Day - Calls / Contacts By Day - Calls / Contacts By Week - Calls / Contacts By Month - Contacts By Account Code - ACD N/A Code Usage


Setting an alarm sound and type against a field

The steps below walk through the process of customising a field alarm with sound and a repeat type value - controlling how many times or how long an alarm alerts for.

Before customising a statistic alarm with these options, the alarm must be set with a trigger that causes the alarm to alert. Statistic alarm triggers can be set by following instructions three and four within the screenshot below.

1. Fields tab 2. Select field 3. Select alarm trigger 4. Select alarm trigger value 5. Select alarm sound 6. Select alarm sound repeat type 7. Click OK

Alarm sounds

There is a choice of alarm sounds that can be selected to play when an alarm is alerting. Different sounds can be used on the same report for multiple fields which have been configured with an alarm.

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Alarm repeat types

There are four different alarm repeat types that can be set against a field alarm. This setting determines how often an alarm alerts for when an alarm trigger is activated – this allows alarms to be customised and adapted for different teams.

The four different alarm repeat types are described below:

Once: When the alarm is activated the sound will play just the once.

Seconds: This option will continue to play the selected sound for the set number of seconds, following the alarm trigger threshold being met.

Persistent: The alarm sound will play persistently all the time that the alarm trigger threshold is met.

Repeat: When repeat is selected, a value needs to be entered to specify the number of times the alarm sound plays for following the alarm trigger threshold being met.


Enhancements In Conference Device Filtering For Broadworks

Enhancement Overview Supervisors have the option to treats calls involving conference bridge devices as internal or external when these calls are modelled on the reporting portal.


Treat conference calls as external setting

The ‘treat conference call as external’ setting can be found by modifying a report and accessing the filter tab.

When the setting is enabled, all calls involving a conference bridge device will be modelled as external calls. If the report is filtered on just internal calls, these calls will not be included.

If the setting is not ticked, conference calls will be modelled as internal calls on the reporting portal. By default, the setting will not be selected and conference calls will be treated as internal.

1. Filter tab 2. Select/Unselect ‘Treat Conference Call As External’ setting 3. Click OK

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Wallboard Image Tiles

Enhancement Overview Images can now be displayed on wallboard tiles, perfect for customising wallboards with a company logo or a team’s avatar. Up to four images can be added to a single wallboard report.



Adding image tiles to wallboards

The instructions below describe how to display image tiles on wallboard reports:

1. Fields tab 2. Click Add 3. User Content 4. Select Images to be displayed on report 5. Select image field 6. Insert image URL 7. Select background tile colour 8. Select fit image text box (optional) 9. Click Apply 10. Click OK

Once the tile has been configured, the image will display on the wallboard report. These instructions can be repeated to display up to four images on the same report.

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If the image URL is incorrect or is not accessible to reach by Akixi, a ‘failed to load image’ error message will appear on the image wallboard tile.

Image URL

Images to be added to wallboard reports must be stored and hosted online using a file storage application such as Google Doc or OneDrive. The URL of the hosted image is then added to the corresponding tiles field settings – this provides Akixi with the path to access and display the image.

Tile colour

When displaying an image on wallboard reports, a background tile colour can be selected from the tile drop-down field. If the image has a transparent background, such as a PNG or SVG, or the image does not fill the entirety of the tile, the colour selected from the tile field will display in the background of the image.


Fit image setting

The ‘fit image’ setting can be selected to ensure that the whole tile is filled with the image. The fit image selection will ensure that the narrowest aspect of the image always entirely fits the tile. If the fit image checkbox setting is not selected, the image will display with the original default image dimensions.

Fit image not selected Fit image selected


Unreturned Calls Statistic

Enhancement Overview The Unreturned Calls metric is now available as a statistic which can be added to wallboards and a number of other reports. This makes it even easier to respond quickly to missed calls, helping to improve customer experience and minimise potential lost revenue.

Supervisor Instructions The Unreturned Calls statistic displays the number of abandoned calls that are yet to be returned. A call counts as returned when a successful return of an abandoned call is made, or if the external party has called in again and has successfully been answered. If a report is set to real time, a returned call will be subsequently taken away from the value displayed by the Unreturned Calls metric.

The ‘Unreturned Lost Calls’ statistic can be added to the following reports via the call counts field category:

- Desktop Wallboard - Extension List - ACD Agent List - Hunt Group List - Trunk Interface List - Calls / Contacts By Tel No - Calls / Contacts By DDI - Calls / Contacts By ½ Hour Interval - Calls / Contacts By ½ Hour + Day - Calls / Contacts By Day - Calls / Contacts By Week - Calls / Contacts By Month


Adding the unreturned calls field to reports

The field can be added to reports via the call counts field category, see instructions below.

1. Fields tab 2. Click Add 3. Call Counts category 4. Voice category 5. Tick Unreturned Calls field 6. Click OK

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Administration Enhancements

Multiple Partition Permissions

Enhancement Overview Improved permission selection now allows supervisors and administrators to be restricted to specific partitions, making it easier to create area or regional reporting structures.

Users configured with reporting permissions on multiple partitions will have the ability to monitor devices and groups from different partitions within the same report.

Administrator Instructions

How to assign multiple partition permissions against a user

As displayed in step four, multiple partitions can be selected. This is done by clicking the checkboxes against the partitions that the user needs to have access to. As few as one partition can be selected if required.

1. Administration 2. Application Users 3. Add/Change a user 4. Select the partitions the user is to have access on 5. Click Save/Add

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Partition Synchronisation

Enhancement Overview

You can now select which type of daily synchronisation is automatically performed, as well as being able to trigger multiple synchronisations at the click of a button.

Daily automatic partition synchronisations can now be set to full, which allows new devices and groups to be automatically pulled in and added to Akixi on a daily basis.

Synchronisation types:

There are three types of synchronisation that can be performed against partitions:

Soft sync: This updates the configuration of the devices already added in Akixi to match those of the configuration of the devices on the telephony system. This will only pull across non-billable items on to Akixi.

One-Time Full sync: A one-time full sync pulls in all the devices configured on the telephony system - including devices that are classed as billable items on Akixi. Once the one-time full sync has been performed, the sync type will revert to soft.

Full sync: A full sync pulls in all devices configured on the telephony system including those which are classed as billable items on Akixi, as well as updating the configuration of current added devices if applicable.


Administrator Instructions

Viewing the default sync type set against a partition

The ‘sync type’ field located in the partitions section of the administration portal informs administrators of the default synchronisation type set against each partition within the telephony server.

Instructions 1-3 below display how the synchronisation types of partitions can be viewed.

1. Administration 2. Partitions 3. Sync Type

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Setting a partition with a synchronisation type

Via an administration account, partitions can be set with a synchronisation type. The synchronisation type set here will be the sync which occurs automatically on a daily basis. Optionally, the ‘perform synchronisation now’ checkbox can be selected to run the sync as soon as the synchronisation settings are saved. Steps one to six below outline the process of setting a synchronisation type against a partition.

1. Administration 2. Partitions 3. Select Partition 4. Click Change 5. Using the field, select the synchronisation type

5a. Select the checkbox if the synchronisation is to be run now.

6. Click Save

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Performing multiple partition synchronisations at the same time

Multiple partitions can be synchronised at the same time using the sync button on the partitions section of the portal.

This action can only be carried out by administrators who have the required permissions on the partitions to be synchronised.

When partitions are synchronised using the sync button, the default sync type will be applied. This is specified in the ‘sync type’ field.

You can select multiple partitions to synchronise, however, each partition will be synchronised sequentially, one by one, to reduce resource overload.

Steps one to four below provide instructions on how multiple partitions can be synchronised.

1. Administration 2. Partitions 3. Select Partitions 4. Click Sync

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Synchronisation status

When a synchronisation is actively running, the ‘status’ field will inform the administrator of the type of sync being performed.

Should multiple partitions be selected for synchronisation, one partition will complete synchronising before the next partition begins. When a partition is queueing, the status will display as ‘synchronise pending’.

When a partition is actively being synchronised, the status will state ‘synchronising’.

After a partition has successfully finished synchronising with the default sync type, the partition status will show ‘synchronise completed’.


General Product Enhancements

Omnichannel Email Reporting and Handling

Enhancement Overview Improvements have been made to the way that email contact items are reported on, and also how emails are handled when picked up via the omnichannel panel and subsequently forwarded to another user to respond to.


Subject line filtering

On the Historic Contact List and Active Contact List report, it is possible to filter emails by the subject line. When one of these report styles is modified, instructions one to three below demonstrate the process of filtering by email subject line.

1. Filter tab 2. Enter text in subject filter field 3. Click OK

After clicking OK, emails will only display on the report if the email subject line contains the text entered in the subject filter field.

Multiple words can be entered into the subject field, but emails will only display on the report if all the words are included in the email subject line. It is worth noting that the filtering takes the order of the words into account.

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Subject line – wildcard filtering

Wildcard filtering is a feature that can used to filter on email subject lines that contain a word or sequence of words. This can be done by entering an exclamation mark (!) followed by the word or sequence of words to be filtered on. Following the example below, entering !Password in the subject filter field will return a list of all the emails that contain the word ‘password’ within the subject line of the email.

Subject line – wildcard excluding

Wildcard excluding can be used to filter out emails from a report which contain a word or sequence of words in the email subject line. To do this, enter double quotation marks either side of the words to be filtered out. In the example below, entering “Password” filters out all emails from the report which contain the word ‘password’ in the subject line.

To exclude all emails that have fully matching subjects to the search query, a combination of an exclamation mark and double quotation marks can be used, e.g. !“Help”.


Email forwarding

When an email is picked up using the omnichannel panel, it is delivered to the agent’s inbox. The agent can then forward the email to someone other than the original sender using the #fwd feature.

When an agent forwards an email, the recipient will now receive two emails.

The first email will contain the agent’s notes. The second email will be the original email from the sender. This ensures that when the second recipient replies back to the sender, there are no internal forwarding notes included on the email.

Email

To: [email protected]

Subject: [#1238] Sales Query …

Hi,

Please can someone help me with pricing?

Thanks, customer.

#fwd [email protected]

Hey Harry,

Can you help this customer with the pricing?

Regards, Susie

From: [email protected]

Forward To: [email protected]

Email #1: Original email from sender


Subject: [#1238] Sales Query …

Hi,

Please can someone help me with pricing?

Thanks, customer.

Email #2: Email with agent notes


From: [email protected]

#fwd [email protected]

Hey Harry,

Can you help this customer with the pricing?

Regards, Susie


Other

Browser Support

Overview To make sure Akixi is using the latest browser functionality, we now have a definitive list of fully and secondary supported browsers.

Fully supported browsers

- Chrome - Firefox - Microsoft Edge - Safari

Secondary browsers

Secondary supported browsers may have some minor reduced UI functionality, but are otherwise fully supported with regards to Akixi functionality and reporting.

- IE 11

Non supported browsers

UI functionality and aesthetic behaviour is no longer guaranteed on unsupported browsers.

akixi 2.1 full release document · this document provides an overview of all the new features that...

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