eMite

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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 -
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 voteThank you Ronald, we will definitely consider this idea.
Thank you,
Yogendra -
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 -
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 averageneeds to allows for scenarios where lower value is better (eg. average wait time) and where higher value is better (eg. grade of service)
1 voteThank you Matthew for sharing this idea, we will certainly consider it.
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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 -
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 -
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/19481 voteThank you Chandini for bringing up the idea of Canned Reports, we have included this feature in our product backlog.
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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,
BenFor 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 voteThank you for sharing this idea. It is added to our backlog.
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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 -
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 voteHello 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 -
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 -
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 -
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 votesThank you for sharing this suggestion, we will review and reach out to you for further clarification if needed. This enhancement is under review with the eMite Development Team.
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