Akixi Agent Reporting and Control is a powerful toolset designed to provide real-time visibility and control over contact center agents. It enables supervisors and team leaders to monitor agent activity, manage availability, and generate detailed performance reports, all from a centralized dashboard.
Core Capabilities:
- Agent Status Monitoring: View live agent states such as available, on a call, wrap-up, or using a not-available code (e.g., lunch, meeting).
- Sign In/Out of Groups: Agents can be signed in or out of call queues or hunt groups directly from the interface.
- Status Control: Supervisors can change an agent’s status remotely, ensuring optimal resource allocation.
- Activity Logs: Track historical agent activity including call handling, time spent in each state, and transitions between statuses.
- Not Available Code Usage Reports: Analyze how and when agents use unavailable codes to identify trends or potential issues.
- Account Code Reporting: Track calls associated with specific account codes for billing or performance analysis.