Have an idea?

Share it with us or vote on other people’s ideas. Our product team is listening.

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.
  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback
  1. UI for Onboarding Reference Query SQL Datatables

    The reference queries with a UI or a query builder or helper of some sort. This UI should not only verify the query being build but also help me build the query I want.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    Thank you Ronald, we will definitely consider this idea.

    Thank you,
    Yogendra

  2. Allow reporting on Agent Login-Logout as single line per session

    I want to see log in sessions as single line item that show Start Time as the date and time when the user logged in and End Time as the date and time when the user logged out, as per the PureCloud report

    https://help.mypurecloud.com/articles/agent-login-logout-details-report/

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    TRIAGE  ·  0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  3. Compared to Average for status threshold

    I would like to be able to set threshold values for a status datablock showing either count or sum to update its color compared to the average value for the metric
    e.g show value colored green when better than average
    show value colored red when worse than average

    needs to allows for scenarios where lower value is better (eg. average wait time) and where higher value is better (eg. grade of service)

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    Thank you Matthew for sharing this idea, we will certainly consider it.

  4. Queue associated per time spent on status

    We currently cannot calculate Occupancy rates for each activity agents are taking part in.
    It would be great to have the list of queues attended per status time to calculate a Occupancy rate per activity.

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    TRIAGE  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  5. Disable report preview when editing an existing report

    When editing an existing report, the default behaviour of the report canvas is to preview the entire report as a column chart.

    I regularly build large base reports, which are then displayed as Grid rather than chart and then further filtered via additional linked datablocks in order to narrow the data displayed. However this means that the preview can take a long time to display which slows down the time it takes to edit or update the report parameters.

    Is it possible to disable this preview? Or at least have this preview mirror the same configuration that the report datablock…

    1 vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    IN PROGRESS  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    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

  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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

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

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  12. Add option to set default CC or BCC in Report Scheduler email feature

    We would want something where the BCC or CC field can be hard coded, not something that can be free text anytime someone creates a new report schedule.

    0 votes

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    We’ll send you updates on this idea

    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
1 2 4 Next →
  • Don't see your idea?

Feedback and Knowledge Base