eMite

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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 -
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 -
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 -
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 voteThank 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
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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 votesThank you for raising this request. The eMite Development Team have reviewed and raised an enhancement request to assist.
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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 -
Allow OKTA SSO
As an eMite administrator, I would like to configure my instance to authenticate users via OKTA for SSO.
2 votes -
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 ACWWe 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 -
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 -
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 -
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 -
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 -
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 -
Contact lens dashboard
Display Sentiment analysis data in a dashboard similarly to how eMite shows wrap up codes.
4 votes -
Integration via API for Zendesk Chat
Ability to make use of the provided APIs for Zendesk chat integration.
1 vote -
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 -
wfm
Update WFM adapter to Include WFM Activity Codes for reporting purposes.
4 votes -
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 voteThank 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.
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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 voteThank 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 -
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 votesThank you for sharing this idea. Our Team will look into this.
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