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.

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.

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.

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

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.

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.

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

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."

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.

As an eMite administrator, I would like to configure my instance to authenticate users via OKTA for SSO.

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.

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).

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)

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).

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.

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.

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

Ability to make use of the provided APIs for Zendesk chat integration.