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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. 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 votes

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    1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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

  3. 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

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    REQUIREMENTS GATHERING  ·  2 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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

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    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  5. 5 votes

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    0 comments  ·  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

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    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

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    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

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    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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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    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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

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    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

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