Hello eGain Community,
Please how do we customize the report items in “My Report” on the advisor desktop. Kindly refer to the uploaded screenshot.
Hi there, as far as I know those reports can’t be changed. Console reports are also legacy and we use Analytics reports only. I also removed the action from all user roles to run console reports.
Andreas
Hello Andreas,
Thanks for your mail. Please here are some further questions
- As regards Analytics, can it be set such that all agents can access their own report real time from advisor desktop?
- I also sow Monitor in the advisor desktop, can this be customized for all agents to access their own reports?
Please Note: I observed one of our clients who have stopped using eGain for Chats migrated to another application which has the agents activity reports real time in the agents platform on a dashboard which could be accessed with a click of a button.
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Best Regards,
Ehizojie Oseahumen
Technical Consultant
+234 9085687883
+234 7030314779
Hello Andreas,
Any Update?
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Best Regards,
Ehizojie Oseahumen
Technical Consultant
+234 9085687883
+234 7030314779
Hi Ose, I have connected with the product expert for her input. I am expecting her response soon. Thanks for waiting!
Hello Ose,
Thank you for your patience on this.
In V17, Agents can access standard pre-build legacy reports from the Advisor Desktop. With the next major product release Agents will be migrated from the legacy reports to standard pre-build Analytics reports.
The ability for users with an ‘Agent’ role to build custom reports and the ability to customize the pre-built reports available to agents is on the product roadmap.
In V17, a user with the ‘Supervisor’ role can create custom reports (both legacy and Analytics) and custom monitors. With the next major product release users with ‘Supervisor’ roles can create custom Monitors from the Advisor Desktop.
Hope this helps answer your questions. Happy to answer any follow-up questions you have on this.
Thanks,
Varsha.
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