About eGain Analytics

eGain Analytics is a contact center management and reporting application designed to work with the rest of the eGain suite of applications as well as other leading contact center systems. It provides a unified view of the following applications and platforms:

  • eGain Messaging Apps

  • eGain Knowledge Apps

  • eGain OneTag

  • Cisco Contact Center, IVR and Unified Communications Platform (UCCE, PCCE, UCM, CVP and ECE)

  • Amazon Connect

Analytics imports and aggregates data from these sources in order to provide management visibility and insight. It allows business users to access this data via a user-friendly self-service portal that includes standard best practice reports and dashboards out of the box, as well as the ability for users to easily create their own reports and dashboards without requiring any technical skills.

Analytics partitions the contact center resources into folders. Users can define a folder structure to match their organization hierarchy and folders are automatically created to match the departments defined within the eGain Messaging and Knowledge apps. These folders can be secured using a sophisticated security structure that enables administrators to govern the data and capabilities that are available to each user within each area of the business.

Analytics supplies a number of tools that enable users to monitor and modify contact center resources:

  • Reporting tools enable users to report on their contact center resources, including the ability to define and customize reports from a wide range of predefined report models, and to configure report layouts so the reports they use regularly are instantly available.

  • Provisioning tools enable you to manage Cisco contact center resources. If you are a supervisor, you can manage and reskill the agents in your teams. If you have appropriate permissions, you can also partition, view and edit resources, and view the provisioning status.

  • Security tools enable you to create and manage users and groups, allocate role-based permissions to users and groups, and apply folder-based permissions to the partitioned contact center resources.

  • Information notices enable you to display messages to users as required.

Depending upon the license details, your instance of Analytics may not provide access to all of the functionality listed in this document.