eMite

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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 -
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 voteThank 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
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Alert - No Answer
Need to be able to report on all fields in PureCloud. Currently looking for Alert - No Answer, but eMite support says it doesn't exist in eMite. It is located in PureCloud on the Performance/Agents report.
8 votes -
Dashboard and details for Web survey module
Enable Dashboard and details report for Web survey module. Required data columns are, Survey date/time, Agent name/Group, Queue, Ave. score, score for each questionnaire, Conversation ID etc.
4 votes -
Agent Observations Cube data to include queue and conversation ID of current interaction
In the agent observations data, we would like to see that if a user is currently interacting, the Conversation/Interaction/Segment ID, as well as the queue the interaction came from is listed next to the user (and blank if they are not interacting).
3 votes -
wfm
Update WFM adapter to Include WFM Activity Codes for reporting purposes.
4 votes -
Add Duration to Agent Adherence Cube (like Time in Status)
Currently the Agent Adherence Cube has fields for the last times of the following:
- Presence Updated
- Last Call
- Last Email
- Last Call ACW
- Last Email ACWWe would like to see a calculation field that (if relevant), subtracts the last updated time from the above times to give a duration. Relevant would be when the agent is currently in a call, showing the call duration, and not the ACW or email duration etc.
1 vote -
Option to only count business Days in Date Filter
I would like to see an option in date filters to only select business days (so if we wanted to do the last 2 days on Monday, it would do Friday and Thursday, not Sunday and Saturday).
1 vote -
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 votesThank you for sharing this idea. Our Team will look into this.
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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 voteThank 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.
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On-board WFM Schedule Information from PureCloud
Request the ability for eMite to on-board schedule information from PureCloud including Shift Start, Shift End and scheduled break times – on a per agent basis, per day.
1 voteThank you Stephen for sharing this idea. Our Team is already working on it to make it available in next version of eMite.
Thank you,
Yogendra Kale -
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 -
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 voteThank you Jonathan for sharing this idea.
We will surely look into this .
Regards
Yogendra Kale -
The ability to copy member groups from one index to the other
Agent History, Agent Presence, Agent State History, Agent Observations all have the same Name field. We're currently adding agents into a member group for the observation data, but now we have to add them into all the other groups. Can this be copied to save 10 hours of work please?
9 votes -
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 -
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 -
Include Interaction Date, Evaluation Date, and Media Type in Quality Evaluations
I am trying to match the data that's present in the PureCloud Agent Quality Details report, however the index only provides Aggregation Start Date and Linked Date, which are the same date, and doesn't have any option to show media type.
1 vote -
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 -
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 -
Allow reporting on Agent Login-Logout as single line per session
I want to see log in sessions as single line item that show Start Time as the date and time when the user logged in and End Time as the date and time when the user logged out, as per the PureCloud report
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
1 vote
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