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eMite




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  1. PureCloud Canned Response Usage data

    Is it possible to retrieve canned response-related data from PureCloud? For example the usage of canned response per queue or per agent would be great.

    I have get in touch with PureCloud and they believe it is something can be retrieve and build by using the API, with this link as an example,
    https://developer.mypurecloud.com/forum/t/retrieve-content-canned-response/1948

    1 vote

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    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →

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  2. Real time skills dashboard Advanced Analytics for PureCloud

    Would like to see an out of the box dashboard showing real time skills out of Genesys PureCloud.

    2 votes

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    IN PROGRESS  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →

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  3. Extract External Contact Information from Genesys

    Hi,

    Currently inside Genesys, for external contacts that has an account with HelloFresh, they will have a link that connects to our data warehouse under 'Exertnal System' (see screenshot), the last bit of the URL is the customer ID unique to HelloFresh. Is that information extractable via API so we can have it available in eMite?

    Regards,
    Ben

    For additional information, please see below.

    • What is the use case for External Contacts ?
    "External Contacts" basically are the people who has ever contacted HelloFresh in Genesys, and for those who has an account in HelloFresh's database will have a…

    1 vote

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    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →

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  4. The ability to copy member groups from one index to the other

    Agent History, Agent Presence, Agent State History, Agent Observations all have the same Name field. We're currently adding agents into a member group for the observation data, but now we have to add them into all the other groups. Can this be copied to save 10 hours of work please?

    14 votes

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    IN PROGRESS  ·  0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →

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  5. eMite Dashboards with Splunk Data

    I'll be honest, I love Splunk as a log analytics tool. It allows me to filter and search through my logs and identify trends quite quickly. However, it's wallboarding and report generating processes are a bit slow and cumbersome. The Splunk adaptor that you guys provides is abit cumbersome as well. I'd like the best of both worlds, great log analysis and great wallboarding/reporting - can we make this happen?

    1 vote

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    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

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  6. Integration with ServiceNOW's API

    As I understand it, your current implementation for integrating ServiceNOW involves interacting to ServiceNOW via the ODBC connector. ServiceNOW have come back to say in order to get the fields that we're after, you need to integrate to the ServiceNOW web api.

    1 vote

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

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    Hello Matt,

    We have included your request for Service Now in our roadmap. We are looking it to be available in Q1 of 2020.

    Thank you for your support to eMite !

    Regards
    Yogendra Kale

  7. Ability to output eMite data from elastic to an SQL database for further manipulation and queries

    Looking for an SQL Server solution that I can manipulate and massage data as we see fit with the intent to use Power BI to consume that data.

    12 votes

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    TRIAGE  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

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  8. 5 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

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  9. Filter agent data according to the logged in agent

    I want to be able to share an agent report with all users, but each agent should not have visibility of other agents when viewing the report.

    4 votes

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    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →

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    IN PROGRESS  ·  Yogendra Kale responded

    Thank you Matt for bringing up this suggestion. The suggestion is already being worked upon by team.

  10. RealTime data for interactions longer than a day

    Need to be able to see current status information for ongoing or pending interactions which have been in status for longer than current day - specifically callback and email media types, but also necessary for interactions which begin before the change of 24hr day in a call center which operates at all hours.

    1 vote

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    IN PROGRESS  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →

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  11. Capture User Response and calculate KPI on top of it.

    We have a KPI e.g. Last month. Now let's take a use case. Our current month is April, so our last month would be March. If we display the last month KPI data in a status block and link it to a date filter. Using date filter now we select month as Feb so ideally KPI should capture this response which is Feb and should calculate last month of Feb which is Jan. In current scenario date filter selection overrides KPI filter and displays data for the month of Feb.

    1 vote

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    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

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  12. Option to disable datablock UI "snapping"

    The UI feature that automatically positions datablocks to the top of the page and keeps sizing consistent can be useful in keeping lines straight. However, it can become a bit of a nuisance when working on smaller dashboard elements or when trying to customize around a particular background image. To allow for more flexibility in dashboard design and aesthetic options, I would like to request the ability to disable this UI "snapping" on particular dashboards.

    2 votes

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    IN PROGRESS  ·  0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

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  13. Enable eMite indexes to be queried using a REST API

    eMite onboards data from multiple data sources and can create custom cross-correlated KPI's. It would be great if these KPI's could be queried from a PureCoud call-flow (i.e. using a HTTP Get method), to allow us to make routing decisions based on KPI's which are important to our business.

    3 votes

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    1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

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