Tenants (eGain Departments)

About eGain Departments and eGain Analytics Tenants

An eGain department is a collection of related resources grouped according to business needs. The following eGain resources can be included in a department.

  • Users (imported into eGain Analytics as agents)

  • User groups

  • Aliases

  • Queues

eGain departments are imported into eGain Analytics as tenants below a eGain Analytics tenant folder. For more information about eGain departments, see the eGain Administrator’s Guide to Administration Console.

About eGain Department Mappings

eGain Analytics does not display the direct relationship between imported tenants and the resources in the corresponding eGain department, although this information is known internally and will be used in reports where required.

To preserve the relationship between eGain resources and the corresponding eGain departments, your administrator may have created an eGain Analytics folder for each department, located below the tenant folder. Your administrator can define equipment mappings so that the items from each eGain department are imported into the corresponding folder in eGain Analytics. eGain Analytics security partitioning can then be applied to these folders to ensure that users only have access to the items in their own department. For more information about equipment mappings see _VARICEDocName_.

Working with Tenants

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

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

  • Using tenants in reports (see About Reports)

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

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

  • Moving tenants 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

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