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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. Show a page where a specified measure is alerting

    When cycling through pages on a wallboard, it should switch to showing a page when Calls Waiting is in breach of the threshold and then resume Play mode once this measure returns to a Good state.

    3 votes

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    TRIAGE  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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

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    TRIAGE  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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 →
  4. 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

  5. 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

  6. 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.

  7. 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 →
  8. 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.

  9. UI for Onboarding Reference Query SQL Datatables

    The reference queries with a UI or a query builder or helper of some sort. This UI should not only verify the query being build but also help me build the query I want.

    1 vote

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    0 comments  ·  eMite for Enterprise  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Ronald, we will definitely consider this idea.

    Thank you,
    Yogendra

  10. 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 →
  11. 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 →
  12. Enable eMite indexes to be queried using a REST API

    eMite onboards data from multiple data sources and can create custom cross-correlated KPI's. It would be great if these KPI's could be queried from a PureCoud call-flow (i.e. using a HTTP Get method), to allow us to make routing decisions based on KPI's which are important to our business.

    3 votes

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    1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  13. Add option to set default CC or BCC in Report Scheduler email feature

    We would want something where the BCC or CC field can be hard coded, not something that can be free text anytime someone creates a new report schedule.

    0 votes

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