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  • eGain Release 15

    Supervisor’s Guide

  • eGain® Supervisor’s Guide, April 14, 2016 © 2016 eGain Corporation. All rights reserved.

    No part of this documentation may be reproduced in any form or by any means, or be used to make any derivative work (such as translation, transformation, or adaptation) without the written permission of eGain Corporation. eGain reserves the right to revise this document without obligation on its part to provide notification of such revision or change. eGain provides this documentation without warranty of any kind, either implied or expressed, including the implied warranties of merchantability and fitness for a particular purpose.

    LICENSE AGREEMENT Use of the software product, documentation, and services provided by eGain are governed by the applicable eGain Software License and Services Agreement or Hosting Services Agreement. Any and all other use is strictly prohibited. Note that eGain licensees may not use, copy, modify, disclose, or transfer the software product or documentation, except as expressly provided in the license agreement. To license software or purchase hosting services, please contact eGain.

    PROPRIETARY INFORMATION; GOVERNMENT USE eGain software products, documentation, services and related data and information are proprietary and confidential to eGain and its licensors. The software products, documentation, services and related data and information are provided in confidence, and all use, disclosure, copying, transfer, or storage are subject to the terms and conditions of: (1) the applicable eGain agreement, which has been executed and which you agree to comply; and (2) the proprietary and restricted rights notices included in the documentation.

    eGain products, ancillary or third-party products delivered with the eGain products (“Ancillary Programs”), and documentation, delivered subject to the Department of Defense Federal Acquisition Regulations Supplement, are “commercial computer software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software Documentation. Any use, duplication, and disclosure of the eGain products, Ancillary Programs, and documentation shall be subject to the restrictions contained in the applicable eGain license agreement. All other use, duplication, and disclosure of the eGain Products, Ancillary Programs and documentation by the US Government shall be subject to the applicable eGain license agreement and the restrictions contained in subsection (c) of FAR 52.227-19, Commercial Computer Software – Restricted Rights (June 1987), or FAR 52.227-14, Rights in Data – General, including Alternate III (June 1987), as applicable. The contractor/ licensor is eGain Corporation.eGain® Supervisor’s Guide

    TRADEMARKS eGain, the eGain logo, and Inference are registered trademarks of eGain. eGain OpenCEH Platform, eGain Connectors, eGain Analytics, eGain Inference Engine, eGain Workflow Engine, eGain Question Matching Engine, eGain CaseManager, eGain Chat, eGain CJA, eGain ClickToCall, eGain, Cobrowse, eGain Community, eGain Knowledge, eGain Guided Help, eGain Portals, eGain Widgets, eGain KnowledgeAgent, eGain Mail, eGain Fax, eGain Encrypted Mail, eGain SecureMail, eGain SMS, eGain Mobile, eGain Notify, eGain Offers, eGain SecureMessaging, eGain, SelfService. eGain Social, eGain VIM, and eGain Virtual Assistant are trademarks of eGain Corporation, and may be registered in certain jurisdictions.

    Java and all Java-based trademarks and logos are trademarks or registered trademarks of Oracle Corporation in the US or other countries, and are used under license. WebLogic Server is a trademark of Oracle Corporation. All other company names and associated products, designations, logos, and symbols may be registered trademarks or trademarks of their respective owners.

    THIRD-PARTY COPYRIGHTS  A listing of third-party copyrights can be found at www.egain.com/legal/copyrights.html. Third-party items mentioned are the property of their respective

    owners.

    CONTACT INFORMATION  Email for documentation feedback and requests: publications@egain.com

    mailto:sales@egain.com mailto:sales@egain.com mailto:publications@egain.com

  • Contents 3

    Contents

    Preface .................................................................................................................................................5

    About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Document Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Other Learning Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    Document Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    eGain Education Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Chapter 1: Console Basics..............................................................................................................10

    Key Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

    Related User Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

    Supervisor Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

    Supervisor (Read Only) Role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    Related Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    Settings at the Partition Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    Settings at the Department Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

    Elements of the User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

    Chapter 2: Monitors..........................................................................................................................17

    About Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

    Queue Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

    User Group Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

    User Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

    Configuring Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

    Deleting Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

    Starting Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

  • 4 eGain Supervisor’s Guide

    Chapter 3: Activity Monitors...........................................................................................................28

    Reviewing Team Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

    Reviewing Outbound Email Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

    Accepting Email Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

    Rejecting Email Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

    Monitoring Chats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

    About Chat Monitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

    Monitoring Chats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

  • Preface

     About this Guide

     Document Conventions

     Other Learning Resources

     Contact Information

  • 6 eGain Supervisor’s Guide

    Welcome to eGain® 15—the leading cloud solution for omnichannel customer engagement. Powered by a unified platform, knowledge and analytics, eGain 15 helps improve customer experience, optimize service process and grow sales across the web, mobile, social, and phone channels.

    About this Guide

    eGain Supervisor’s Guide introduces you to the supervision tasks that can be performed in the application. It introduces the Supervision Console and helps you understand how to use it to accomplish your agent and queue monitoring tasks. The guide also talks about additional supervision tasks, like reviewing content of outbound emails, monitoring chat activities, etc., that are done from the Agent Console.

    Document Conventions

    This guide uses the following typographical conventions.

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