Agents (eGain Users)

About eGain Users and eGain Analytics Agents

An eGain user is an individual who can log in to eGain to perform specific functions. Users are assigned roles and permissions, which enable them to perform various tasks, for example, to manage offers or to handle emails and chats . To make it easier to administer a large number of users, users can be organized into named user groups.

eGain users are imported into eGain Analytics as agents. If the eGain Analytics cluster includes Unified CCE, and if eGain is integrated with Unified CCE, then eGain Analytics will be able to link eGain users with the corresponding Unified CCE agents and create blended agents (agents that are linked to a voice system and also to a non-voice system). If the eGain Analytics cluster includes Unified CCE but the eGain installation is non-integrated, then the eGain agents will not be linked to Unified CCE agents, but will be created as separate agents.

For more information about eGain users, see the eGain Administrator’s Guide to Administration Console. For more information about eGain Analytics agents, see About Agents and Supervisor Agents.

About eGain Users and eGain Analytics Users

Every agent imported from eGain will be an eGain user so will have an eGain login, but many of these will not require eGain Analytics logins, and hence will not correspond to eGain Analytics users. Agents imported from eGain do not need eGain Analytics logins unless their role includes tasks that need to be carried out in eGain Analytics, for example, running reports.

If an agent imported from eGain needs to be an eGain Analytics user, then the eGain Analytics user must be created separately (see Creating a User).

Working with Agents Imported from eGain

In this release of eGain Analytics, agents imported from eGain are read-only, unless the agent can be blended with a Unified CCE agent. Blended agents can be edited, but the changes are only provisioned to Unified CCE.

eGain Analytics supports the following actions for agents imported from eGain:

  • Using agents in reports (see About Reports)

  • Using the classic Resource Manager to view agent details and history (see About Resource Manager)

  • Displaying agent details in the Resource Manager gadget grid, (see Resource Manager Gadget)

  • Moving agents to a different location in the eGain Analytics folder structure, using either the classic Resource Manager (see Moving Resources) or the Resource Manager gadget.

  • (Blended agents only) editing agent details using the either the classic Resource Manager (see Viewing and Editing Resource) or the Resource Manager gadget, but note that changes are only provisioned to Unified CCE.

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