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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. 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 →
  2. 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 →
  3. 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.

    9 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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

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

    7 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  6. Increase # of Rows we can View and/or Export

    We've been informed that there is currently a limit to only view 5,000 rows of data at a time in a cube, and only export 170,000 rows from a drillthrough in an Excel File.

    Can these limits be increased so that we can see/export more rows?

    6 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  7. Create Matrices / Graphs with Multiple X-Axis parameters

    It would be great to have the functionality to select more than one X-Axis at a time when creating a cube report, so that we get similar functionality to a Matrix (like in Microsoft SSRS) or an expanded Pivot Table (like in Microsoft Excel). This would allow for more detailed and spliced views and provide increased analytical value.

    6 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  8. Reorder Pages/Page Groups that are Broadcasted

    Add functionality for users to be able to reorder pages and page groups that have been Broadcasted

    6 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  9. Sort Member Group Labels in KPI Admin

    We would like the ability to alphabetically sort Member Group Labels that are created in KPI Admin --> Member Groups.

    6 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  10. Cube Table View Formatting

    We would like the front-end script of cube reports in table view to be upgraded so that field sizing and arrangements will be saved even with large datasets. Currently we can only retain our formatting with small datasets.

    5 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  11. Contact lens dashboard

    Display Sentiment analysis data in a dashboard similarly to how eMite shows wrap up codes.

    5 votes

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    0 comments  ·  eMite for Amazon  ·  Flag idea as inappropriate…  ·  Admin →
  12. 5 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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

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

    Update WFM adapter to Include WFM Activity Codes for reporting purposes.

    4 votes

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  15. 4 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you for sharing this idea, we will definitely look into it.

  16. 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 →
    IN PROGRESS  ·  Yogendra Kale responded

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

  17. 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

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  18. 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.

  19. 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 →
  20. Reporting on-hold status

    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.

    3 votes

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    REQUIREMENTS GATHERING  ·  2 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
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