Would like to have a way to configure a dimension block (example supervisor) so that when the criteria is selected, that a secondary filter can be associated and only show the children that are associated to the criteria in this case agents for a secondary level of filtering.

Ability to add week day to show as well as the date

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.

I want to filter about FR CS Group in qualityevaluationsemite cube. But I don't have the "Group" which in contained in the conditions of the virtual member FR CS Group. Is it possible to add the "Group" into qualityevaluationsemite?

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

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

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.

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.

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).

Update WFM adapter to Include WFM Activity Codes for reporting purposes.

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 ACW

We 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.

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).

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

Would like to see PureCloud chat  and not Chat interaction. Able to see # of Chat, # of Unread Chat using eMite.
(posting for alj customer)

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?

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.

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.

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.