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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. 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

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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.

    2 votes

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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 →
  4. 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

    2 votes

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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

    2 votes

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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…

    2 votes

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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 vote

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

    Thank 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.

  8. 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 votes

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

    Thank you for sharing this idea. Our Team will look into this.

  9. 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 vote

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

    Thank you Jonathan for sharing this idea.

    We will surely look into this .

    Regards
    Yogendra Kale

  10. 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 →
  11. 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 →
  12. 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 →
  13. 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 →
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