Users

With the update of version 21 for eGain Analytics user creation and management has changed. For systems using eGain Knowledge features, or for systems using the eGain application for digital interactions, users are not created in the Analytics Console. Analytics users are created in the Administration Console for eGain installations with the following licenses:

  • eGain Mail

  • eGain Social

  • eGain Chat + Messaging

  • eGain Knowledge + AI

  • eGain Self-Service + AI

  • eGain CallTrack

  • eGain Cobrowse

If these features are not included in the installation, users can be created in the Analytics Console. For example, if the system is just using Contact Center Analytics or Journey Analytics users can be created in the Analytics Console.

For more information, see eGain 21 Release Notes and eGain Administrator's Guide to Administration Console.

About Users

Each person who should have any access to Analytics should have a user account created.

Like all other resources, user are located in a folder, although this does not intrinsically determine their permissions over that folder or any other folder. They are also designated a Home Folder, which is not necessarily the folder they are located in. For more information on the functions of a user’s location and Home Folder, see User Locations and Home Folders.

The following management tasks may be performed on users:

  • Create a user. This is not necessary if users are imported from eGain Messaging and Knowledge apps.

  • Edit a user.

  • Enable or disable a user. Disabling the user blocks their ability to log into Analytics without deleting the user.

  • Unlock a user who has failed too many login attempts or resetting a user’s password.

  • Move a user, or multiple users, between folders.

  • Copy a user to create a new user with the same settings, group memberships and permissions.

  • Manage a user’s report schedules. For example to delete or reassign schedules prior to deleting the user.

  • Delete a user or multiple users to permanently remove their ability to log into Analytics.

Related Information