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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. 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.

    5 votes

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

    4 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  3. Enhancement Request: Set a custom order for axis labels

    Paul Kendrick requested to make it possible for x-axis Linked Date by Half Hourly to be sorted to start at 22:30, 23:00, 23:30, 00:00, etc. Please see video below as explained.

    https://jsd.prophecyinternational.com/secure/attachment/11816/2021-01-14_20-30-45.mp4

    1 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  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. Report Scheduler Send Failure Notices

    It would be nice to have a way to identify report send failures. For months, we waited for eMite to troubleshoot an ongoing report send failure. After numerous escalations, we got on a call with a developer who helped identify a simple format error (not listed in the forums) and a more complex corrupt data block, that we could never identify ourselves with the information available.

    The data block worked normally when using the site, but was causing the automated daily report to fail/not send. It would be great to have an email that fires, if the report fails to…

    1 vote

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    0 comments  ·  eMite for Genesys  ·  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

  6. 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.

    8 votes

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    2 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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 →
  8. 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).

    3 votes

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  9. Contact lens dashboard

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

    4 votes

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    0 comments  ·  eMite for Amazon  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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 →
  11. 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 →
  12. 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 →
  13. 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 →
  14. 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 →
  15. 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 →
  16. 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 →
  17. 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

    3 votes

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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.

  18. 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 →
  19. 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.

  20. 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 →
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