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eMite




Welcome to the user feedback forum for eMite, an Operational Intelligence Platform that combines advanced analytics, data correlation, KPI management and threshold alerting into a single, out-of-the-box browser-based solution - providing actionable insights from both real-time and historical data.
  1. Dashboard and details for Web survey module

    Enable Dashboard and details report for Web survey module. Required data columns are, Survey date/time, Agent name/Group, Queue, Ave. score, score for each questionnaire, Conversation ID etc.

    4 votes
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  2. Alert - No Answer

    Need to be able to report on all fields in PureCloud. Currently looking for Alert - No Answer, but eMite support says it doesn't exist in eMite. It is located in PureCloud on the Performance/Agents report.

    5 votes
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    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  3. wfm

    Update WFM adapter to Include WFM Activity Codes for reporting purposes.

    4 votes
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  4. Agent Observations Cube data to include queue and conversation ID of current interaction

    In the agent observations data, we would like to see that if a user is currently interacting, the Conversation/Interaction/Segment ID, as well as the queue the interaction came from is listed next to the user (and blank if they are not interacting).

    2 votes
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  5. Add an audit trail for dashboard sharing

    Requesting an enhancement to the current functionality that allows users to view which dashboards have been shared to other users accounts, it would be useful to also have an audit trail (including a timestamp) of when these dashboards were actually shared or unshared.

    2 votes
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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  6. Allow OKTA SSO

    As an eMite administrator, I would like to configure my instance to authenticate users via OKTA for SSO.

    1 vote
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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  7. Contact lens dashboard

    Display Sentiment analysis data in a dashboard similarly to how eMite shows wrap up codes.

    2 votes
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    0 comments  ·  eMite for Amazon  ·  Flag idea as inappropriate…  ·  Admin →
  8. Add Duration to Agent Adherence Cube (like Time in Status)

    Currently the Agent Adherence Cube has fields for the last times of the following:
    - Presence Updated
    - Last Call
    - Last Email
    - Last Call ACW
    - Last Email ACW

    We would like to see a calculation field that (if relevant), subtracts the last updated time from the above times to give a duration. Relevant would be when the agent is currently in a call, showing the call duration, and not the ACW or email duration etc.

    1 vote
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  9. A button/dropdown to change table view (daily/weekly/monthly) without editing the table

    It would be very helpful to have a feature to change the table view from daily to weekly to monthly by a simple click, as opposed to now having three different tables, one for a daily view, one for weekly, and another for monthly. Probably on the the table header (along with format painter, header style, grid/chart etc)

    1 vote
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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  10. Option to only count business Days in Date Filter

    I would like to see an option in date filters to only select business days (so if we wanted to do the last 2 days on Monday, it would do Friday and Thursday, not Sunday and Saturday).

    1 vote
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  11. Date/Event Annotation

    It would be cool if you could annotate events to certain dates so that explanations for data anomalies caused by say a fire drill in your building or a website outage are right there on the chart or graph so anybody viewing it knows what happened.

    1 vote
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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  12. Integration via API for Zendesk Chat

    Ability to make use of the provided APIs for Zendesk chat integration.

    1 vote
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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  13. Show PureCloud internal chat messages and unread counts in eMite dashboard

    Would like to see PureCloud chat  and not Chat interaction. Able to see # of Chat, # of Unread Chat using eMite.
    (posting for alj customer)

    1 vote
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Jayne for sharing this ideal. At moment there are no API’s available from Genesys.

    Once the required API’s are available, eMite will be able to consider it.

  14. Heat Map null value colour sector

    Null value colour option for heat maps, currently shows 0 calls as Red (or most negative on colour spectrum). Simple option to make Null value a definable colour separate to the scale.

    2 votes
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    1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  15. On-board WFM Schedule Information from PureCloud

    Request the ability for eMite to on-board schedule information from PureCloud including Shift Start, Shift End and scheduled break times – on a per agent basis, per day.

    1 vote
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
    IN PROGRESS  ·  Yogendra Kale responded

    Thank you Stephen for sharing this idea. Our Team is already working on it to make it available in next version of eMite.

    Thank you,
    Yogendra Kale

  16. See hold time in real time

    Be able to real time queue manage based on active hold times with the ability to build dashboard that shows extended hold times

    1 vote
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you for sharing this idea. Our Team will look into this.

  17. eMite To Pull Only Last Evaluation for Same Rep

    It was found that when eMite is pulling over evaluations they are pulling even the rescored ones as a separate evaluation thus giving the rep and extra evaluation and sometimes putting rep score over 100%. Looking to have the ability only pull only one evaluation over which would be the rescored evaluation and score.

    1 vote
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →

    Hello Lee,

    Happy to update you that this now part of backlog and it is planned for forth coming release.

    Thank you,
    Yogendra Kale

  18. Mixed drill through including RT columns and Index columns

    Would be great to combine real time columns with those from the index's in a drill through.
    Enabling RT data like Agent status and Thandle, ACW etc. in one block.

    1 vote
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    0 comments  ·  eMite for Enterprise  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Jon for sharing this idea.

    We will consider this.

    Thank you,
    Yogendra

  19. Ability to see amount of calls transferred

    I would like to be able to see the amount of calls that were transferred between queues, and to see where the call started and to where it was transferred. If too many calls are transferred that points to an issue somewhere down the line.

    1 vote
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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Jonathan for sharing this idea.

    We will surely look into this .

    Regards
    Yogendra Kale

  20. The ability to copy member groups from one index to the other

    Agent History, Agent Presence, Agent State History, Agent Observations all have the same Name field. We're currently adding agents into a member group for the observation data, but now we have to add them into all the other groups. Can this be copied to save 10 hours of work please?

    9 votes
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    IN PROGRESS  ·  0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
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