About Resource Management
Resources are the items that can be viewed, reported on or interacted with using Analytics. There are three main types of resources:
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Analytics resources: Folders, reports, report models, parameter sets, dashboards, users and groups.
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Remote resources: Imported from source systems (eGain Messaging & Knowledge Apps, Avaya and Amazon Connect). These resources are imported in order to use them as reporting dimensions. Such resources may include agents, queues, portals, categories, departments, and so on.
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Provisionable remote resources: imported from Cisco source systems. These resources are imported in order to use them as reporting dimensions and/or to manage them. These may include agents, agent teams, skill groups, call types, etc. Please consult Analytics Manager's Guide for Cisco for more information on provisioning these resources.
The Resource Management tool and gadget shows Analytics resources and allows them to be edited, moved, and deleted.
Remote resources can be viewed and moved between folders. Resources can be moved into a specific folder to reflect their ownership within the business hierarchy and to ensure that specific users and groups with the right permissions can view or interact with these resources.
“Agent” is used here as a general term for users that have been imported as remote resources from source systems. These users may have held a different role within the source system, such as Supervisor, Knowledge Author or Administrator. All imported users are referred to as agents to distinguish them from Analytics’ own user accounts.
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