eMite
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Enhancement request : Get the "Group" field in qualityevaluations_emite cube
I want to filter about FR CS Group in qualityevaluationsemite cube. But I don't have the "Group" which in contained in the conditions of the virtual member FR CS Group. Is it possible to add the "Group" into qualityevaluationsemite?
1 vote -
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 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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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 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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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 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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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 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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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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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 -
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 -
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 -
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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eMite To Pull Only Last Evaluation for Same Rep
It was found that when eMite is pulling over evaluations they are pulling even the rescored ones as a separate evaluation thus giving the rep and extra evaluation and sometimes putting rep score over 100%. Looking to have the ability only pull only one evaluation over which would be the rescored evaluation and score.
1 voteHello Lee,
Happy to update you that this now part of backlog and it is planned for forth coming release.
Thank you,
Yogendra Kale -
Ability to see amount of calls transferred
I would like to be able to see the amount of calls that were transferred between queues, and to see where the call started and to where it was transferred. If too many calls are transferred that points to an issue somewhere down the line.
1 voteThank you Jonathan for sharing this idea.
We will surely look into this .
Regards
Yogendra Kale -
Include Interaction Date, Evaluation Date, and Media Type in Quality Evaluations
I am trying to match the data that's present in the PureCloud Agent Quality Details report, however the index only provides Aggregation Start Date and Linked Date, which are the same date, and doesn't have any option to show media type.
1 vote -
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 -
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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