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With Akixi Insights
 

Akixi is an industry-leading, cloud-based call and contact analytics solution that delivers unprecedented, real-time insight into call performance and team responsiveness, enabling your business to deliver an ultra-responsive customer experience with zero set-up hassle.

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Your dedicated business phone number

The number management portal is a comprehensive web-based solution that will transform how you handle your telephone communications. The platform will enable you to route calls intelligently based on time of day, configure hunt groups to ring multiple destinations, and automatically divert calls when lines are busy or unanswered. With features like voicemail-to-email integration and custom greeting options, the portal ensures that every customer interaction is handled professionally and efficiently. 

Its key benefits centre around improved customer experience and operational flexibility. By ensuring calls reach the right person at the right time through smart routing and failover options, you can significantly reduce missed calls and maintain high service standards.

Data-led staffing and resourcing

Enhance usability for a broader range of stakeholders and improve data interpretation for both analytical and operational users.

Akixi’s historical and real-time reports reveal peak demand times, response trends, and user behaviour. This supports smarter scheduling, reduced downtime, and improved productivity across your teams. 

With visual graph and table view toggles, users can switch between graphical and tabular views in reports and dashboards, allowing for different preferences from a quick visual to insight-rich data tables. 

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Ideal reporting

Missed calls often mean missed revenue or a poor customer experience. With lost call reports, your business can recover lost opportunities and demonstrate responsiveness.

Akixi helps businesses track and respond to unreturned missed calls before the end of the day, turning lost opportunities into live conversations and improving both service levels and sales outcomes.

Now, you can identify and respond to missed callers quickly, before losing the opportunity entirely!

 

Real-time wallboards

Today, managers need to monitor activity without waiting for reports and allow for real-time decisions that improve service levels and reduce downtime.

Live dashboards and wallboards show exactly what’s happening across your phone system, including user availability, call volumes, and wait times. Wallboards offer at-a-glance operational oversight to keep teams accountable and responsive.

Displaying live call activity, agent status, queue performance, and key metrics on a customisable dashboard, real-time wallboards empower better decision-making without dreaded delays.

 

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An overview of Akixi Insights

Why you need Akixi Insights

Did you know, real-time data and reporting are cited as the top drivers for investment in customer experience tools in 2025, particularly among SMEs? 

Today, businesses can’t afford to make decisions in the dark. Too often, managers waste hours manually compiling reports, struggle to justify staffing decisions, or lack the data to prove service levels. Without clear insights, valuable time is lost, resources are misaligned, and customer experience suffers. Nobody wants that! 

Akixi removes these barriers by delivering automated reports, real-time call analytics, and performance metrics that reveal how teams are working. Whether it’s understanding call volumes, measuring response times, or tracking team productivity, Akixi turns raw data into actionable intelligence. 

The result? Faster decision-making, evidence-based planning, and greater confidence in meeting service expectations  - all while freeing up time for you to focus on actions instead of admin.

Benefits of Akixi Insights

Scheduled report delivery

Keep key stakeholders informed without needing to log in or manually generate reports. Akixi automates the delivery of chosen reports to designated email recipients at set times. That means even pushed-for-time teams and leaders can stay up to date with performance metrics and trends passively, driving consistent focus on improvement.

User activity and status monitoring

Without clear visibility into how teams are engaging with calls, it’s hard to optimise performance or identify gaps. Akixi tracks the current availability and activity of each extension or user (e.g. idle, on-call, DND), promoting individual accountability, and makes it easier to spot underused or overloaded team members.

Calls by time and day reports

Decisions based on assumptions often lead to overwork or missed calls. With Akixi, your data ensures you’re aligning teams to real demand. Akixi visualises inbound and outbound call volumes broken down by time of day and day of week, helping businesses identify peak times and trends to better plan resources.

Cradle-to-grave call logging

Sometimes, a call may have been answered, but handled poorly. This feature allows you to see the full customer experience, not just basic metrics. Akixi provides a detailed record of the full call journey, including transfers, holds, and end destinations, ensuring full visibility into how a call was handled, helping resolve disputes or optimise call flows.

Call filtering and custom views

Avoid overwhelming services and enable tailored insight for different roles, teams, or business goals. Apply filters to reports and dashboards, focusing on specific extensions, time ranges, or call types, so they only see the data that matters most to them.

Frequently asked questions

Is Akixi difficult to set up?

No. Akixi is cloud-based, requires no installation, and works seamlessly with Horizon. It can be provisioned quickly and configured with minimal input from your team.

Do you need technical knowledge to use it?

Not at all. Akixi is designed for non-technical users. Most reports are pre-built, dashboards are visual and easy to interpret, and reports can be emailed to you automatically.

Will it slow down phone systems or cause disruption?

No. Akixi does not interfere with call handling. It passively collects data via integration with Horizon and has no impact on call quality or phone system performance.

What kind of reports does it include?

Akixi includes reports like unreturned missed calls, user activity, inbound and outbound volumes, abandoned calls, call timing trends, and cradle-to-grave journey logs - all configurable to your needs.

Can it help smaller teams?

Even small teams benefit from knowing when they’re missing calls, how staff are performing, and what times are busiest. Akixi gives you that insight without needing a full contact centre system.

Do all the reports need to be used?

No. You can choose the reports and metrics that matter most to your team. Most customers start with a few key reports and add more over time as needs evolve.

Can it be used to track team productivity?

Yes. You can monitor each user’s status (on call, idle, DND), call volumes, time spent on calls, and responsiveness. This will help you coach staff and spot issues quickly.

Can you access it remotely or from multiple locations?

Akixi is cloud-based and accessible via a web browser from any location with secure login credentials, making it ideal for remote teams or managers working across sites.

How quickly can Akixi be used?

You can typically go live within a day. There’s no hardware or complicated install - it’s a light-touch deployment with immediate impact.

Resources

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Click here to explore all the services included in your Power Up package.