About the Resource Manager Gadget
The Resource Manager gadget (not to be confused with the Resource Manager provisioning tool) enables you to remotely configure and administer the resources in your contact center system that you have permission to access.
There are two views:
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The resource grid view, which lists the resources available and some of their properties. This view can be filtered by resource type or by folder location, or both.
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The resource detail view, which shows the details for an individual resource. Users with suitable permissions can also update resources.
Initially the Resource Manager gadget opens in a resource grid view showing the skill groups in your home folder. On subsequent logins, you will see the resource grid that you last viewed.
The current release of the Resource Manager gadget does not support the ability to edit all resource types. If you select an unsupported resource type, the Create, Delete and Move buttons will be disabled, and the Details and Advanced tabs will be displayed in read only. You can still use the classic Resource Manager (previously called System Manager) to view and edit all resources.
About Resources
Resources are the items in the contact center system which can be viewed and updated using Analytics.
There are two types of resource, remote resources and system resources.
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Remote resources (sometimes called dimensions) are the resources that exist on the remote contact center equipment. Some remote resources can be created or edited in eGain Analytics and provisioned onto the remote equipment. Other remote resources can be viewed in eGain Analytics but cannot be created, edited or provisioned from eGain Analytics. All remote resources must be associated with a specific tenant. Agents, skill groups, dialed numbers, bucket intervals and route partitions are examples of remote resources. Agents, skill groups, and dialed numbers are provisionable remote resources. Bucket intervals and route partitions are non-provisionable.
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System resources (sometimes called eGain Analytics resources) are the resources that are local to eGain Analytics and are created and managed by eGain Analytics. They are not provisioned onto the remote contact center equipment. System resources may be associated with a tenant but they do not need to be. Users, groups and folders are examples of system resources.
Security Requirements for the Resource Manager Gadget
To use gadgets and apps, you need the following permissions:
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To browse gadgets and add them to your home page or run them from an app, a folder-based role that includes Browse Gadgets.
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To browse and open apps containing gadgets, a folder-based role that includes Browse Apps.
To use the Resource Manager gadget you need:
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A folder-based role that includes Browse Dimensions to list remote resources in the resource grid and to view their details.
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A folder-based role that includes Manage Dimensions to edit or delete remote resources.
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A global role that includes the appropriate Provision tasks to edit or delete remote resources. For example, to edit agents, you need a global role that includes Provision Agents.
Supported Resources
The Resource Manager gadget supports the following resources.
Related Information