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)

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.

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?

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.

I want to build an Agent report, but need to mask the agent names before I can share the report.

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.

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.

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.

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/