eMite

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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.
5 votes -
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.
4 votes -
Improve Settings' TimeZone
Suggestion from Craig of AFSA:
"Add a disclaimer to the settings screen that says it doesn’t include current daylight savings time, automatically calculate the daylight savings time, or add an option to include it or not."2 votesThank you for raising this request. The eMite Development Team have reviewed and raised an enhancement request to assist.
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Allow OKTA SSO
As an eMite administrator, I would like to configure my instance to authenticate users via OKTA for SSO.
2 votes -
Date/Event Annotation
It would be cool if you could annotate events to certain dates so that explanations for data anomalies caused by say a fire drill in your building or a website outage are right there on the chart or graph so anybody viewing it knows what happened.
2 votes -
Add an audit trail for dashboard sharing
Requesting an enhancement to the current functionality that allows users to view which dashboards have been shared to other users accounts, it would be useful to also have an audit trail (including a timestamp) of when these dashboards were actually shared or unshared.
2 votes -
A button/dropdown to change table view (daily/weekly/monthly) without editing the table
It would be very helpful to have a feature to change the table view from daily to weekly to monthly by a simple click, as opposed to now having three different tables, one for a daily view, one for weekly, and another for monthly. Probably on the the table header (along with format painter, header style, grid/chart etc)
1 vote -
Integration via API for Zendesk Chat
Ability to make use of the provided APIs for Zendesk chat integration.
1 vote -
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 -
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.
8 votes -
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 -
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 -
1 vote
Thank you Alex for sharing this idea, we will be looking into this.
Regards
Yogendra -
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 voteThank you Alex for sharing this idea, we will be looking into filtering on Non- Real Time based on Real Time data.
Regards
Yogendra -
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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Ability to set individual wallboard display times
Currently the full screen "play" rotation for wallboards allows you specify the number of seconds that they show, however it is the same for all displays. I would like the ability to be able to display one wallboard for 60 seconds and switch to another wallboard to show for only 10 seconds.
3 votes -
4 votes
Thank you for sharing this idea, we will definitely look into it.
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Share pages and reports to a centralized library
Rather than add a page into another user's dashboard automatically, I want to be able to share or duplicate a page to a shared library then users can add this page to their dashboard if they want it. Also this will allow users to remove pages that they no longer want or need on their dashboard - such as test pages for report troubleshooting or out-of-the-box content that is not relevant.
2 votes -
5 votes
Thank you for sharing this suggestion. We have included this in our future product backlog.
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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
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