About Parameter Sets

Parameter sets determine the resources to be reported. Each parameter set is a list of resources or a list of folders containing resources. For example, if running an agent report, a user would typically select a parameter set which is a list of agents or a list of folders that contain agents. If the parameter set includes folders, then the report shows the resources currently in those folders at the time the report runs.

Users can create and save their own parameter sets, but these must be saved in the home folder or in the same folder as the report for which they are used. Users do not have permission to save parameter sets to the standard report folders, so a parameter set must be saved in the home folder to use it with a standard report. Linked reports or personalized reports in another folder can have the parameter set in the same folder.

Default Parameter Sets

When using standard reports, it may be useful to use the default parameter sets. These automatically select resources to show for each user who runs the report, relative to that user’s permissions and location in the folder hierarchy. In order to view the default parameter sets, users must have the Show Default Parameter Sets user setting enabled. Reports can use the default parameter sets in the following ways:

• Report on all resources that the user has permission to see across the organization. This option is labeled with the company name followed by an asterisk. For example, My Agents in /EightBank/*.

• Report on all resources that the user has permission to see within the department or business area. This department or business area must be defined as a folder in Analytics. This option is labeled with the name of this folder. For example, My Agents in /Customer Service/.

• Report on all resources that the user has permission to see within or below the department or business area. This department or business area must be defined as a folder in Analytics, and the areas below it must be sub-folders. This option is labeled with the name of this folder followed by an asterisk. For example, My Agents in /Customer Service/*.

About Parameter Sets for Real Time Reports

When using real-time reports for Digital channels (chat, email, etc.) there is an additional step which must be performed in addition to defining a parameter set. Any users, user groups or queues that you wish to report on must be enabled for monitoring in the Advisor Desktop.

If a real-time report is run with a parameter set that includes resources not enabled for monitoring, then those resources are still visible in the report, but their metrics all show as unpopulated or zero values.

To enable a resource for monitoring, at least one monitor must be built to include the required resource and metrics. This monitor can be created by any user with supervisor actions access (e.g. supervisors, administrators). If each resource and their associated metrics are included in at least one Monitor, then any Analytics user with appropriate permissions can run a real-time report in Analytics which includes this resource as part of the parameter set.

The Monitor can belong to any user. It does not need to belong to the same user(s) who runs the Analytics report(s). The most efficient method to accomplish this is for an administrator to create a generic supervisor login and use this login to build a ‘master monitor’ that includes all users, groups, queues and metrics. The master monitor need to be maintained as and when new users, groups and queues are added. The generic login is useful to ensure that this maintenance task can be passed on if the original administrator leaves the organization.

For more information on building Monitors in the Supervision console, please refer to the Monitors section in the eGain Administrator's Guide.

Security Alignments

Any user can create a parameter set, but receive an error message if they try to save the new parameter set to a folder on which they do not have Manage Parameter Sets selected.

Any user can view any parameter set which resides in a folder on which you have Browse Parameter Sets, but it is displayed as Read Only unless the users also have Manage Parameter Sets on that folder.

Parameter Sets are executed in the security context of the last user to save them. For example, on Preview users might see parameters that they would not otherwise be able to see at any other time, as the Parameter Set is being displayed in the context of a user with different permissions.