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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. Live (Active) Agent Status upon Refresh

    For any agent status data blocks based on Realtime Indexsearch Configuration, we would like to be able to see all agents immediately when the page is loaded, as opposed to now where agents will only appear when their State/Status updates.

    6 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

    Thank 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.

  2. Add Audit Trail for KPI Changes

    We would like the ability to be able to see who has made updates to a KPI and what those updates were within the KPI Admin page.

    5 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

    Thank 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.

  3. 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.

    1 vote

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

    Thank 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.

  4. 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 →

    Thank 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.

  5. 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.

    1 vote

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

    Thank 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.

  6. 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

    1 vote

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

    Thank 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.

  7. 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

    1 vote

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

    Thank 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.

  8. 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…

    1 vote

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

    Thank 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

  9. See hold time in real time

    Be able to real time queue manage based on active hold times with the ability to build dashboard that shows extended hold times

    3 votes

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

    Thank you for sharing this idea. Our Team will look into this.

  10. 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.

  11. Ability to output eMite data from elastic to an SQL database for further manipulation and queries

    Looking for an SQL Server solution that I can manipulate and massage data as we see fit with the intent to use Power BI to consume that data.

    12 votes

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    TRIAGE  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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

  13. 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

  14. Show a page where a specified measure is alerting

    When cycling through pages on a wallboard, it should switch to showing a page when Calls Waiting is in breach of the threshold and then resume Play mode once this measure returns to a Good state.

    3 votes

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    TRIAGE  ·  1 comment  ·  eMite for Genesys  ·  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. 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

  18. 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

  19. 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

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    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.

  20. 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

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