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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. Ability to set individual wallboard display times

    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.

    3 votes

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    IN PROGRESS  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  2. 4 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you for sharing this idea, we will definitely look into it.

  3. UI for Onboarding Reference Query SQL Datatables

    The reference queries with a UI or a query builder or helper of some sort. This UI should not only verify the query being build but also help me build the query I want.

    1 vote

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    0 comments  ·  eMite for Enterprise  ·  Flag idea as inappropriate…  ·  Admin →
    TRIAGE  ·  Yogendra Kale responded

    Thank you Ronald, we will definitely consider this idea.

    Thank you,
    Yogendra

  4. Share pages and reports to a centralized library

    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.

    2 votes

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    TRIAGE  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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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    TRIAGE  ·  0 comments  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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 →
  7. 5 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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.

  9. 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 →
  10. Disable report preview when editing an existing report

    When editing an existing report, the default behaviour of the report canvas is to preview the entire report as a column chart.

    I regularly build large base reports, which are then displayed as Grid rather than chart and then further filtered via additional linked datablocks in order to narrow the data displayed. However this means that the preview can take a long time to display which slows down the time it takes to edit or update the report parameters.

    Is it possible to disable this preview? Or at least have this preview mirror the same configuration that the report datablock…

    1 vote

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    IN PROGRESS  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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 →
  12. Enable eMite indexes to be queried using a REST API

    eMite onboards data from multiple data sources and can create custom cross-correlated KPI's. It would be great if these KPI's could be queried from a PureCoud call-flow (i.e. using a HTTP Get method), to allow us to make routing decisions based on KPI's which are important to our business.

    3 votes

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    1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  13. PureCloud Canned Response Usage data

    Is it possible to retrieve canned response-related data from PureCloud? For example the usage of canned response per queue or per agent would be great.

    I have get in touch with PureCloud and they believe it is something can be retrieve and build by using the API, with this link as an example,
    https://developer.mypurecloud.com/forum/t/retrieve-content-canned-response/1948

    1 vote

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    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  14. Extract External Contact Information from Genesys

    Hi,

    Currently inside Genesys, for external contacts that has an account with HelloFresh, they will have a link that connects to our data warehouse under 'Exertnal System' (see screenshot), the last bit of the URL is the customer ID unique to HelloFresh. Is that information extractable via API so we can have it available in eMite?

    Regards,
    Ben

    For additional information, please see below.

    • What is the use case for External Contacts ?
    "External Contacts" basically are the people who has ever contacted HelloFresh in Genesys, and for those who has an account in HelloFresh's database will have a…

    1 vote

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    1 comment  ·  eMite for Genesys  ·  Flag idea as inappropriate…  ·  Admin →
  15. eMite Dashboards with Splunk Data

    I'll be honest, I love Splunk as a log analytics tool. It allows me to filter and search through my logs and identify trends quite quickly. However, it's wallboarding and report generating processes are a bit slow and cumbersome. The Splunk adaptor that you guys provides is abit cumbersome as well. I'd like the best of both worlds, great log analysis and great wallboarding/reporting - can we make this happen?

    1 vote

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    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  16. 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 →
  17. Capture User Response and calculate KPI on top of it.

    We have a KPI e.g. Last month. Now let's take a use case. Our current month is April, so our last month would be March. If we display the last month KPI data in a status block and link it to a date filter. Using date filter now we select month as Feb so ideally KPI should capture this response which is Feb and should calculate last month of Feb which is Jan. In current scenario date filter selection overrides KPI filter and displays data for the month of Feb.

    1 vote

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    REQUIREMENTS GATHERING  ·  1 comment  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  18. Option to disable datablock UI "snapping"

    The UI feature that automatically positions datablocks to the top of the page and keeps sizing consistent can be useful in keeping lines straight. However, it can become a bit of a nuisance when working on smaller dashboard elements or when trying to customize around a particular background image. To allow for more flexibility in dashboard design and aesthetic options, I would like to request the ability to disable this UI "snapping" on particular dashboards.

    2 votes

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    IN PROGRESS  ·  0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →
  19. Integration with ServiceNOW's API

    As I understand it, your current implementation for integrating ServiceNOW involves interacting to ServiceNOW via the ODBC connector. ServiceNOW have come back to say in order to get the fields that we're after, you need to integrate to the ServiceNOW web api.

    1 vote

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

    Hello Matt,

    We have included your request for Service Now in our roadmap. We are looking it to be available in Q1 of 2020.

    Thank you for your support to eMite !

    Regards
    Yogendra Kale

  20. Add option to set default CC or BCC in Report Scheduler email feature

    We would want something where the BCC or CC field can be hard coded, not something that can be free text anytime someone creates a new report schedule.

    0 votes

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    0 comments  ·  eMite Core Platform  ·  Flag idea as inappropriate…  ·  Admin →

    Thank 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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