User Groups

About User Groups

User groups are collections of eGain users that share similar functions or roles in the eGain system. eGain user groups are similar to Unified CCE or Unified Communications Manager skill groups.

User groups are eGain entities. They are not directly connected with either eGain Analytics users or eGain Analytics groups.

User groups are imported into eGain Analytics from eGain. For more information about eGain user groups, see the eGain Administrator’s Guide to Administration Console.

Working with User Groups

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

eGain Analytics supports the following actions for user groups imported from eGain:

• Using user groups in reports (see About Reports)

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

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

• Moving user groups 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