Enabling Custom Attributes for Analytics

Custom attributes for a partition can be enabled for eGain Analytics. After enabled, the custom attribute's data is recorded and can appear as a selectable object within eGain Analytics. From here, the data can be shown in dashboards and data tables.

No more than 10 custom attributes of an object type can be enabled for eGain Analytics. Once a custom attribute has been enabled, it cannot be disabled or removed from Analytics.

Analytics can be enabled for the custom attributes of the following business objects:

  • Activity Data

  • Case Data

  • Article Data

  • Routing Queue Data

  • User Data

Even if your installation does not currently include eGain Analytics, the custom attributes can be enabled for Analytics and their data will be recorded for use at a later time, once enabled. If eGain Analytics is added to the installation later, it will add and utilize the custom attribute's data.

To enable custom attributes for Analytics:

  1. Select a pre-existing custom attribute or create a new custom attribute. For more details, see Creating Custom Attributes.

  2. On the Properties page, on the Custom Attributes tab, click the Options button and select Edit from the menu.

  3. In the Edit Attribute window, in the Analytics field, select an option from the dropdown. The type of attribute you are enabling for Analytics affects the options presented.

    • For Activity and Case custom attributes, Integer data types can be set to Enable as fact and String data types can be set to Enable as dimension.

    • For Users, Queue, or Article custom attributes, both Integer and String data types can be set to Enable as attribute of object.

    Create a Custom Attribute with Analytics

  4. Click the Next button until you have finished editing the attribute.

  5. Click the Finish button.

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