eMite

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5 votes
Thank you for sharing this suggestion. We have included this in our future product backlog.
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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 -
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 votesThank you Jon for sharing this request. We have accommodated this in our backlog.
Regards Yogendra Kale -
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 -
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 -
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 voteHello Lee,
Happy to update you that this now part of backlog and it is planned for forth coming release.
Thank you,
Yogendra Kale -
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 -
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
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