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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. 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 →
  2. 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 →
  3. 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 →
  4. SDES-1021: More than one cross cube Bind per data block

    The point of Cross Cube bind is to view multiple statistics for desperate sources on a single cube. The initial release only allows one such bind per data block.

    This is too low a limit for modern enterprises exceeding 5 or 6 different sources that need to be analysed together in order to highlight actionable insights.

    Please provide the ability to have at least 5 bound fields, for example bind the Linked date to 5 other date fields. This will allow the joining of the customer journey through chat bots, Genesys, emails, SFDC cases ITSM or the growing number of…

    2 votes

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    1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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 →
  6. Being able to create more complex KPIS

    Allowing simple calculations within the measures box, as per the attached image. Would be good to have addition, subtraction for a starter, so we avoid having to create too many steps in a kpi.

    2 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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 →
  8. 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 →
  9. 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 →
  10. 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 →
  11. 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 →
  12. Date/Event Annotation

    It would be cool if you could annotate events to certain dates so that explanations for data anomalies caused by say a fire drill in your building or a website outage are right there on the chart or graph so anybody viewing it knows what happened.

    2 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  13. Add an audit trail for dashboard sharing

    Requesting an enhancement to the current functionality that allows users to view which dashboards have been shared to other users accounts, it would be useful to also have an audit trail (including a timestamp) of when these dashboards were actually shared or unshared.

    2 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  14. Heat Map null value colour sector

    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.

    2 votes

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    1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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 →
  16. Add a contextual secondary dimension to reports

    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).

    2 votes

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    TRIAGE  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  17. Runbook alerting (email/SMS) for licensing overages

    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.

    2 votes

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    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  18. Share pages and reports to a centralized library

    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.

    2 votes

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

    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.

    2 votes

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    IN PROGRESS  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  20. 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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