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.

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.

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.

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."

As an eMite administrator, I would like to configure my instance to authenticate users via OKTA for SSO.

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.

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.

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)

Ability to make use of the provided APIs for Zendesk chat integration.

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.

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.

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).

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.

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.

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)

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.

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.