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eMite




Welcome to the user feedback forum for eMite, an Operational Intelligence Platform that combines advanced analytics, data correlation, KPI management and threshold alerting into a single, out-of-the-box browser-based solution - providing actionable insights from both real-time and historical data.
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  1. 1 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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?

    14 votes

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    IN PROGRESS  ·  0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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 vote

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    0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
    IN PROGRESS  ·  Yogendra Kale responded

    Thank 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

  4. 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

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    IN PROGRESS  ·  0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  5. Include non-voice interactions in RealTime Queue Status

    RealTime data currently shows only voice communications. We would like for this to be expanded to include email and chat interactions also.

    3 votes

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    IN PROGRESS  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  6. Filter agent data according to the logged in agent

    I want to be able to share an agent report with all users, but each agent should not have visibility of other agents when viewing the report.

    4 votes

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    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
    IN PROGRESS  ·  Yogendra Kale responded

    Thank you Matt for bringing up this suggestion. The suggestion is already being worked upon by team.

  7. Divisions

    Hi,

    We'd like eMite to support the divisions we setup in Genesys and propose a solution to have an administration dashboard and division dashboards.

    2 votes

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    IN PROGRESS  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  8. Real time skills dashboard Advanced Analytics for PureCloud

    Would like to see an out of the box dashboard showing real time skills out of Genesys PureCloud.

    2 votes

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    IN PROGRESS  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  9. RealTime data for interactions longer than a day

    Need to be able to see current status information for ongoing or pending interactions which have been in status for longer than current day - specifically callback and email media types, but also necessary for interactions which begin before the change of 24hr day in a call center which operates at all hours.

    1 vote

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    IN PROGRESS  ·  1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
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