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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.
  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?

    9 votes

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    IN PROGRESS  ·  0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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 →
  3. 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.

    8 votes

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    TRIAGE  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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.

    5 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  5. 5 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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.

    4 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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 →
  8. Contact lens dashboard

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

    4 votes

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    0 comments  ·  eMite for Amazon  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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 →
  10. 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.

  11. 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.

  12. 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 →
  13. 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.

  14. 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 →
  15. 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 →
  16. Ability to set individual wallboard display times

    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.

    3 votes

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    IN PROGRESS  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  17. Include non-voice interactions in RealTime Queue Status

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

    3 votes

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    IN PROGRESS  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  18. 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 →
  19. Improve Settings' TimeZone

    Suggestion from Craig of AFSA:
    "Add a disclaimer to the settings screen that says it doesn’t include current daylight savings time, automatically calculate the daylight savings time, or add an option to include it or not."

    2 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  20. Allow OKTA SSO

    As an eMite administrator, I would like to configure my instance to authenticate users via OKTA for SSO.

    2 votes

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