eMite
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Allow masking/anonymising of dimension Members
I want to build an Agent report, but need to mask the agent names before I can share the report.
2 votes -
Include Interaction Date, Evaluation Date, and Media Type in Quality Evaluations
I am trying to match the data that's present in the PureCloud Agent Quality Details report, however the index only provides Aggregation Start Date and Linked Date, which are the same date, and doesn't have any option to show media type.
1 vote -
Runbook alerting (email/SMS) for licensing overages
Genesys charge overage fees on PureCloud if you go beyond your pre-set licensing limitation. Would be excellent to receive an automated email or SMS message upon coming close to the license threshold, and again when exceeding.
2 votes -
Queue associated per time spent on status
We currently cannot calculate Occupancy rates for each activity agents are taking part in.
It would be great to have the list of queues attended per status time to calculate a Occupancy rate per activity.1 vote -
Allow reporting on Agent Login-Logout as single line per session
I want to see log in sessions as single line item that show Start Time as the date and time when the user logged in and End Time as the date and time when the user logged out, as per the PureCloud report
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
1 vote -
Include non-voice interactions in RealTime Queue Status
RealTime data currently shows only voice communications. We would like for this to be expanded to include email and chat interactions also.
3 votes -
Filter agent data according to the logged in agent
I want to be able to share an agent report with all users, but each agent should not have visibility of other agents when viewing the report.
4 votesThank you Matt for bringing up this suggestion. The suggestion is already being worked upon by team.
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Divisions
Hi,
We'd like eMite to support the divisions we setup in Genesys and propose a solution to have an administration dashboard and division dashboards.
2 votes -
Real time skills dashboard Advanced Analytics for PureCloud
Would like to see an out of the box dashboard showing real time skills out of Genesys PureCloud.
2 votes -
PureCloud Canned Response Usage data
Is it possible to retrieve canned response-related data from PureCloud? For example the usage of canned response per queue or per agent would be great.
I have get in touch with PureCloud and they believe it is something can be retrieve and build by using the API, with this link as an example,
https://developer.mypurecloud.com/forum/t/retrieve-content-canned-response/19481 voteThank you Chandini for bringing up the idea of Canned Reports, we have included this feature in our product backlog.
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Extract External Contact Information from Genesys
Hi,
Currently inside Genesys, for external contacts that has an account with HelloFresh, they will have a link that connects to our data warehouse under 'Exertnal System' (see screenshot), the last bit of the URL is the customer ID unique to HelloFresh. Is that information extractable via API so we can have it available in eMite?
Regards,
BenFor additional information, please see below.
• What is the use case for External Contacts ?
"External Contacts" basically are the people who has ever contacted HelloFresh in Genesys, and for those who has an account in HelloFresh's database will have a…1 voteThank you for sharing this idea. It is added to our backlog.
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RealTime data for interactions longer than a day
Need to be able to see current status information for ongoing or pending interactions which have been in status for longer than current day - specifically callback and email media types, but also necessary for interactions which begin before the change of 24hr day in a call center which operates at all hours.
1 vote -
Integration with ServiceNOW's API
As I understand it, your current implementation for integrating ServiceNOW involves interacting to ServiceNOW via the ODBC connector. ServiceNOW have come back to say in order to get the fields that we're after, you need to integrate to the ServiceNOW web api.
1 voteHello Matt,
We have included your request for Service Now in our roadmap. We are looking it to be available in Q1 of 2020.
Thank you for your support to eMite !
Regards
Yogendra Kale
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