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.

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.

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.

Null value colour option for heat maps, currently shows 0 calls as Red (or most negative on colour spectrum). Simple option to make Null value a definable colour separate to the scale.

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.

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/

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)

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.

I want to build an Agent report, but need to mask the agent names before I can share the report.

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).

Genesys charge overage fees on PureCloud if you go beyond your pre-set licensing limitation. Would be excellent to receive an automated email or SMS message upon coming close to the license threshold, and again when exceeding.

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.

The aggregate for realtime, unfortunately, does not capture on hold status. It is actually a part of interaction status rather than agent/queue observation.

Request to be able to report on on-hold.

See case 00009728.

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.

Currently the full screen "play" rotation for wallboards allows you specify the number of seconds that they show, however it is the same for all displays. I would like the ability to be able to display one wallboard for 60 seconds and switch to another wallboard to show for only 10 seconds.

Hi,

We'd like eMite to support the divisions we setup in Genesys and propose a solution to have an administration dashboard and division dashboards.

RealTime data currently shows only voice communications. We would like for this to be expanded to include email and chat interactions also.