Folders

About the Folder Tree

The Analytics folder tree defines the hierarchical structure of resources in the system. It is typically used to recreate your organizational structure so that resources that are owned by a particular part of the business can be located in the appropriate folder, and then access to view or manage those resources can be controlled by security permissions.

Users with suitable privileges can:

Use Resource Manager to modify the structure and contents of the folder tree. For more details, see About Resource Manager.
Use Security Permissions Manager to apply security settings to control access to sections of the folder tree. For more details, see About Security.

The following sections describe the general features of the folder tree. Unless otherwise stated, the features are available everywhere the folder tree appears.

Most users cannot access everything in the folder tree. A user can only see and modify the folders and items allowed by their user permissions. Administrator users can typically see and modify the items throughout their organization. Other users are likely to have greater restrictions.

Tree Structure and Organization

The folder tree includes several default folders:

Root: The top-level of the tree. This does not contain any resources.
Search: Search Folders represent pre-defined searches for certain items. Only visible to users with appropriate permissions, and only in the Resource Manager tool.
Reports: This folder contains the library of standard reports, organized into a hierarchy of sub-folders so that you can find standard reports based around specific channels, capabilities and time periods. All content under this folder is read-only.
Dashboards: This folder contains the library of standard dashboards. All content under this folder is read-only.
Your Organization: Denoted by a ‘Home’ icon. Your organization has a root folder named after the organization itself. You are free to manage the sub-folders and content under this folder, subject to security permissions and certain restrictions regarding department folders, see below.
Your Departments: Denoted by a ‘Cog’ icon. Any departments that your organization has defined in the eGain Messaging and Knowledge apps appear automatically as sub-folders below your organization root. These folders cannot be deleted, although you are free to manage further sub-folders and content under them. Folders and sub-folders are subject to permissions.

Search folders, Reports, Dashboards and Your Organization folder appear in the order listed above. Aside from this, folders at the same level of the tree are listed in alphabetical order.

Below the Organization and Department folders, sub-folders may be created to represent areas of the business, discrete sets of resources and/or workspaces for individual users.

User Locations and Home Folders

Like all other resources, each Analytics user is located within a folder.

It is recommended that the user is located at or above the section of the tree that they have responsibility over. For example, if the user has responsibility for a department then they should typically be located in or above the department’s folder. This is not mandatory as security permissions can be set in such a way that the user can see other parts of the tree, but it does enable the effective use of default parameter sets. For more details, see Default Parameter Sets.

Each user is also assigned a Home Folder. A user’s Home Folder can be the same folder that they are located in, but this is not necessarily the case.

It is possible for multiple users to share the same Home Folder but each user can only have one Home Folder at a time. The Home Folder is defined at the point of user creation but can be changed later by the administrator or by the user themselves in their User Settings. Particularly if the user is located in a widely-shared folder such as a Department folder then they can have a personal folder somewhere in the tree that is nominated as their home folder.

The Home Folder is used for the following:

The Home Page of Standard Mode users show reports from their Home Folder.
When Advanced Mode users open any folder-based tools within Analytics, their Home Folder is in focus automatically.
A user’s Home Folder is selected automatically as the default save location when the user creates new reports, parameter sets or other items.
If parameter sets are saved in a user’s Home Folder, then the user can use those parameter sets with any report that they have access to, without the parameter set and the report needing to be in the same folder.

Working With Folders

Expanding and Collapsing Nodes

Nodes in the folder tree can be expanded and collapsed.

To improve performance, if there are many child folders below a parent folder, then only a subset of them is displayed and the tree includes a pagination feature. The number of folders to show at once is configurable with the User Setting Folder Paging Size. For more details, see User Settings.

If there are folders below the lowest visible folder, Page Down is displayed. Click this to see the next subset of folders below the set that are currently visible.
Similarly, if there are folders above the top visible folder, Page Up is displayed. Click this to see the subset of folders above the ones that are currently visible.

To expand a node:

Click beside an unexpanded node. The node is expanded and the icon changes to .

To collapse a node:

Click beside an expanded node. The node is collapsed and the icon changes to .

Selecting Multiple Folders

Multiple folders in the folder tree can be selected at once:

Select several individual folders by selecting each folder with CRTL + Click.
Select a range of consecutive folders by selecting the first one in the range, and the last one in the range using SHIFT + Click.

Editing the Folder Tree

Folders can be created, renamed and deleted by right-clicking on a folder in the tree to access the context menu.

Folder names cannot include commas (,), single-quotes ('), forward slash (/), exclamation (!), dollar sign ($). asterisk (*), ampersand (&), at sign (@), double quote ("), question mark (?), percentage (%), minus (-), colon (:), semicolon (;), less than (<), greater than (>), backslash (\), and vertical bar (|). Dots (.), tildes (~), hyphens (-), underscores (_), curly brackets {}, circle brackets (), square brackets [], hashtags (#), and accent marks (`) are acceptable. Spaces can also be placed anywhere except start and end of the folder name.

The options shown on the shortcut menu depend on the type of folder you choose but include some or all of the following:

Create Folder: With the necessary permissions, create a new folder below the selected folder. The folder is created with a default name of New Node, a blank description, and inherits the permissions of the parent folder.
Delete Folder: With the necessary permissions, delete the selected folder. You are asked to confirm the deletion.
Rename Folder: With the necessary permissions, make the folder name available for editing. Any text you enter overwrites the existing folder name.
Refresh: Refresh the folder tree at the selected node to show any recent changes.

Moving Folders

With the suitable permissions, user can move folders from their current location to a new location with a drag-&-drop method. While dragging the folders, if it is valid to drop them at the current location, a green tick mark is displayed beside the folders being dragged. If the folders cannot be dropped at the current location, a red cross is displayed beside the folders being dragged.

To move a folder:

Click and hold your mouse on a folder and begin dragging it to the new location.
When the move operation starts, a message is displayed listing the items in the folder are being moved.
Another message is displayed upon confirming that the move has completed. Click OK.