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eMite




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  1. 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 →
  2. 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 →
  3. 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.

  4. 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

  5. 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

  6. 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

  7. 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

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    IN PROGRESS  ·  0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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

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    TRIAGE  ·  0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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

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    TRIAGE  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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/1948

    1 vote

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    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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,
    Ben

    For 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 vote

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    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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 vote

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

    Hello 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

  13. 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

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    IN PROGRESS  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
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