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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. 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 →
  2. Fix Abandoned Column

    When creating a drillthrough datablock with an index search configuration of emite_awsconnectcontracttrace, the column labeled "AbandonedCall" is only reporting False even when it is an Abandoned call.

    1 vote

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    0 comments  ·  eMite for Amazon  ·  Flag idea as inappropriate…  ·  Admin →
  3. Save my research. This is to make easier the access to specific groups of data needed.

    A tool, or button that allows my current research to be saved then, once saved (on another button) I can access to "My Saved Reports" so I can browse for that information, faster, on any another day.

    This will help me to look for the same information, faster and more efficiently.

    1 vote

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    0 comments  ·  eMite for Enterprise  ·  Flag idea as inappropriate…  ·  Admin →
  4. 1 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  5. Add to existing Virtual index's

    The virtual index has a limitation of not allowing new index's to be added in future, meaning rework after developing the mapping and re-creating measures if you want to add a new index at a later date.

    It would be better if we could add the index to an existing Virtual index. This would mean less rework and far better user experience. It will be common for new index's to become available after the initial VI was created.

    1 vote

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    REQUIREMENTS GATHERING  ·  0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  6. Virtual Index `suggested mapping'

    With Virtual index's a common requirement is field mapping via Member groups to create common fields in order to report effectively across all combined data sets.

    My Enhancement request is to include the ability in eMite to automatically suggest fields when you create the virtual index for mapping. For example, date fields, Fields which contain the same underlaying data even though the column names are different. This would reduce time and effort with a much better user experience.

    1 vote

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  7. Enhancement request : Get the "Group" field in qualityevaluations_emite cube

    I want to filter about FR CS Group in qualityevaluationsemite cube. But I don't have the "Group" which in contained in the conditions of the virtual member FR CS Group. Is it possible to add the "Group" into qualityevaluationsemite?

    1 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  8. SDSS-545 | Thresholds within a heatmap

    The heat map requires the ability for the intervals with a null value show show as either white or transparent and not in the heatmap colour spectrum.

    On the screen shot and example of the view we would like to change. The IE VOICE queue is closed from 20:00. The heatmap shows Red as though we performed poorly, but we would like this to be a neutral colour as nothing was offered…..

    • Not all queues have the same hours of operation….. and as this is going to be a page were the end user can select the market they…

    1 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  9. Add Duration to Agent Adherence Cube (like Time in Status)

    Currently the Agent Adherence Cube has fields for the last times of the following:
    - Presence Updated
    - Last Call
    - Last Email
    - Last Call ACW
    - Last Email ACW

    We would like to see a calculation field that (if relevant), subtracts the last updated time from the above times to give a duration. Relevant would be when the agent is currently in a call, showing the call duration, and not the ACW or email duration etc.

    1 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  10. A button/dropdown to change table view (daily/weekly/monthly) without editing the table

    It would be very helpful to have a feature to change the table view from daily to weekly to monthly by a simple click, as opposed to now having three different tables, one for a daily view, one for weekly, and another for monthly. Probably on the the table header (along with format painter, header style, grid/chart etc)

    1 vote

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  11. Option to only count business Days in Date Filter

    I would like to see an option in date filters to only select business days (so if we wanted to do the last 2 days on Monday, it would do Friday and Thursday, not Sunday and Saturday).

    1 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  12. Integration via API for Zendesk Chat

    Ability to make use of the provided APIs for Zendesk chat integration.

    1 vote

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  13. Show PureCloud internal chat messages and unread counts in eMite dashboard

    Would like to see PureCloud chat  and not Chat interaction. Able to see # of Chat, # of Unread Chat using eMite.
    (posting for alj customer)

    1 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Jayne for sharing this ideal. At moment there are no API’s available from Genesys.

    Once the required API’s are available, eMite will be able to consider it.

  14. On-board WFM Schedule Information from PureCloud

    Request the ability for eMite to on-board schedule information from PureCloud including Shift Start, Shift End and scheduled break times – on a per agent basis, per day.

    1 vote

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

    Thank you Stephen for sharing this idea. Our Team is already working on it to make it available in next version of eMite.

    Thank you,
    Yogendra Kale

  15. eMite To Pull Only Last Evaluation for Same Rep

    It was found that when eMite is pulling over evaluations they are pulling even the rescored ones as a separate evaluation thus giving the rep and extra evaluation and sometimes putting rep score over 100%. Looking to have the ability only pull only one evaluation over which would be the rescored evaluation and score.

    1 vote

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

    Hello Lee,

    Happy to update you that this now part of backlog and it is planned for forth coming release.

    Thank you,
    Yogendra Kale

  16. Mixed drill through including RT columns and Index columns

    Would be great to combine real time columns with those from the index's in a drill through.
    Enabling RT data like Agent status and Thandle, ACW etc. in one block.

    1 vote

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    0 comments  ·  eMite for Enterprise  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Jon for sharing this idea.

    We will consider this.

    Thank you,
    Yogendra

  17. Ability to see amount of calls transferred

    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.

    1 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Jonathan for sharing this idea.

    We will surely look into this .

    Regards
    Yogendra Kale

  18. 1 vote

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

    Thank you Alex for sharing this idea, we will be looking into this.

    Regards
    Yogendra

  19. Drillthrough Filtering works from Realtime Drill Through

    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.

    1 vote

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

    Thank you Alex for sharing this idea, we will be looking into filtering on Non- Real Time based on Real Time data.

    Regards
    Yogendra

  20. Include Interaction Date, Evaluation Date, and Media Type in Quality Evaluations

    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.

    1 vote

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