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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.
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  1. Live (Active) Agent Status upon Refresh

    For any agent status data blocks based on Realtime Indexsearch Configuration, we would like to be able to see all agents immediately when the page is loaded, as opposed to now where agents will only appear when their State/Status updates.

    6 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

    Thank you for sharing this suggestion, we will review and reach out to you for further clarification if needed. This enhancement is under review with the eMite Development Team.

  2. Add Audit Trail for KPI Changes

    We would like the ability to be able to see who has made updates to a KPI and what those updates were within the KPI Admin page.

    5 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

    Thank you for sharing this suggestion, we will review and reach out to you for further clarification if needed. This enhancement is under review with the eMite Development Team.

  3. Being able to create more complex KPIS

    Allowing simple calculations within the measures box, as per the attached image. Would be good to have addition, subtraction for a starter, so we avoid having to create too many steps in a kpi.

    1 vote

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

    Thank you for sharing this suggestion, we will review and reach out to you for further clarification if needed. This enhancement is under review with the eMite Development Team.

  4. Improve Settings' TimeZone

    Suggestion from Craig of AFSA:
    "Add a disclaimer to the settings screen that says it doesn’t include current daylight savings time, automatically calculate the daylight savings time, or add an option to include it or not."

    2 votes

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

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

    2 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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.

    2 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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 →
  8. 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 →
  9. 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 →
  10. 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 →
  11. Ability to output eMite data from elastic to an SQL database for further manipulation and queries

    Looking for an SQL Server solution that I can manipulate and massage data as we see fit with the intent to use Power BI to consume that data.

    12 votes

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    TRIAGE  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  12. Add a contextual secondary dimension to reports

    I want to be able to include a secondary dimension to a Grid report so that it is included as an additional column.

    For example, Calls Answered (Measure) & Agent Group (secondary Dimension) by Agent Name (Primary Dimension).

    2 votes

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    TRIAGE  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  13. Reporting on-hold status

    The aggregate for realtime, unfortunately, does not capture on hold status. It is actually a part of interaction status rather than agent/queue observation.

    Request to be able to report on on-hold.

    See case 00009728.

    3 votes

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    REQUIREMENTS GATHERING  ·  2 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  14. 1 vote

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Alex for sharing this idea, we will be looking into this.

    Regards
    Yogendra

  15. Drillthrough Filtering works from Realtime Drill Through

    It would be nice to be able to select an item on a Realtime Drill through report (for example Realtime Queue status) and have that filter a second non-realtime drillthrough.

    Use case, Realtime Queue status, click on a queue and have that show the Agent Observations for that queue.

    1 vote

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Alex for sharing this idea, we will be looking into filtering on Non- Real Time based on Real Time data.

    Regards
    Yogendra

  16. Compared to Average for status threshold

    I would like to be able to set threshold values for a status datablock showing either count or sum to update its color compared to the average value for the metric
    e.g show value colored green when better than average
    show value colored red when worse than average

    needs to allows for scenarios where lower value is better (eg. average wait time) and where higher value is better (eg. grade of service)

    1 vote

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    1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Matthew for sharing this idea, we will certainly consider it.

  17. Ability to set individual wallboard display times

    Currently the full screen "play" rotation for wallboards allows you specify the number of seconds that they show, however it is the same for all displays. I would like the ability to be able to display one wallboard for 60 seconds and switch to another wallboard to show for only 10 seconds.

    3 votes

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    IN PROGRESS  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  18. 4 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you for sharing this idea, we will definitely look into it.

  19. Share pages and reports to a centralized library

    Rather than add a page into another user's dashboard automatically, I want to be able to share or duplicate a page to a shared library then users can add this page to their dashboard if they want it. Also this will allow users to remove pages that they no longer want or need on their dashboard - such as test pages for report troubleshooting or out-of-the-box content that is not relevant.

    2 votes

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    TRIAGE  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  20. 5 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
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