Entry Points

About Entry Points

An entry point is the starting point from which customers initiate chat and video chat interactions. Every chat and video chat link on a website is mapped to an entry point. Each entry point has a queue associated with it which is used to route chats and video chats to agents.

Entry points are imported into eGain Analytics from eGain servers in your installation. For more information about eGain entry points, see the eGain Administrator’s Guide to Chat and Collaboration Resources.

Working with Entry Points

In this release of eGain Analytics, entry points imported from eGain are read-only.

eGain Analytics supports the following actions for entry points imported from eGain:

• Using entry points in reports (see About Reports)

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

• Displaying entry point details in the Resource Manager gadget grid, provided Show All is selected (see Resource Manager Gadget)

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

Related Information

• About eGain Resources