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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. Ability to set sound or pop up alerts (e.g. if calls waiting goes above a certain number)

    Working as a manager in a busy contact centre, sometimes we are completing other tasks such as admin, speaking with team members, meetings, actioning important emails etc meaning Emite is off our screen for some time. It would be really useful to be able to set a sound notification or pop up real time notification to let us know calls are waiting for instance so we can act accordingly even if completing other tasks.

    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.

  4. SDSS-545 | Thresholds within a heatmap

    The heat map requires the ability for the intervals with a null value show show as either white or transparent and not in the heatmap colour spectrum.

    On the screen shot and example of the view we would like to change. The IE VOICE queue is closed from 20:00. The heatmap shows Red as though we performed poorly, but we would like this to be a neutral colour as nothing was offered…..

    • Not all queues have the same hours of operation….. and as this is going to be a page were the end user can select the market they…

    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.

  5. 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.

  6. Enhancement Request: Allow data type selection for results of custom KPIs

    When data is exported, all values are in 'string' format even though the data is a number. This is happening only for Custom KPIs. System shall provide an option to assign appropriate data type for result of each Custom KPI

    Related Jira ticket: https://jira.intersectalliance.com/browse/EMITE-4609

    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.

  7. 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 →

    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.

  8. 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 →
  9. 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

  10. 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 →
  11. 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 →
  12. 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 →
  13. 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 →
  14. 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 →
  15. 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 →
  16. 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 →
  17. 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 →
  18. 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 →
  19. 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 →
  20. 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 →
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