View table: MLSummary
Table structure:
- Product - String
- Version - String
- Manual - String
- Topic - String
- Id - String
- Title - String
- Document - Text
- Type - String
- Summary - Text
- QAns - Text
- AddedSections - Text
- UpdatedSections - Text
- Link - String
- Date - Date
This table has 15 rows altogether.
| Page | Product | Version | Manual | Topic | Id | Title | Document | Type | Summary | QAns | AddedSections | UpdatedSections | Link | Date |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Summary:ATC/Current/AdminGuide | ATC | 855 | ATC/Current/AdminGuide | Maximum entities allowed for an organization Maximum web tracking entries allowed for an organization. | updated | False | https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide&action=diff&old_id=130545&new_id=130547 | October 28, 2022 | ||||||
| Summary:ATC/Current/AdminGuide | ATC | 855 | ATC/Current/AdminGuide | Predictive Engagement with advanced chat routing Use Google Tag Manager with Genesys Predictive Engagement Use Adobe Launch with Genesys Predictive Engagement. | updated | Predictive Engagement with advanced chat routing Use Google Tag Manager with Genesys Predictive Engagement Use Adobe Launch with Genesys Predictive Engagement. | https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide&action=diff&old_id=116909&new_id=130545 | October 28, 2022 | ||||||
| Summary:ATC/Current/AdminGuide/About sessions | ATC | Current | AdminGuide | About sessions | 12307 | ATC/Current/AdminGuide/About sessions | Event types are templates of attributes that you capture for events. You can view the available event types and configure how specific instances of events appear to agents. You can view the available event types and configure how specific instances of events appear to agents. Overview Where agents see event-specific information How you make event information meaningful to agents View event types for a session Configure the list of events Configure the tooltip Delete an event type View event types for a session Delete an event type. | updated | Event types are templates of attributes that you capture for events. View the available event types and configure how specific instances of events appear to agents. | [[ATC/Current/AdminGuide/About sessions#Overview|Overview]] | [[ATC/Current/AdminGuide/About sessions#Event_types|Event types]] | https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide/About_sessions&action=diff&old_id=130536&new_id=130554 | October 28, 2022 | |
| Summary:ATC/Current/AdminGuide/About sessions | ATC | Current | AdminGuide | About sessions | 12307 | ATC/Current/AdminGuide/About sessions | Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company. Overview Where agents see event-specific information How you make event information meaningful to agents View event types for a session Configure the list of events Configure the tooltip Delete an event type Agents see session cards when they interact with customers. Learn how to design the layout and make the cards visible. Overview Layout Icon Title Segments matched Session attributes Display to agents Display to agents. | updated | Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company. Agents see session cards when they interact with customers. | Learn about: personal journey with your company | [[ATC/Current/AdminGuide/About sessions#Session_attributes|Session attributes]] | [[ATC/Current/AdminGuide/About sessions#Overview|Overview]]; [[ATC/Current/AdminGuide/About sessions#Web_sessions|Web sessions]] | https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide/About_sessions&action=diff&old_id=89497&new_id=130536 | October 28, 2022 |
| Summary:ATC/Current/AdminGuide/Conversation sessions | ATC | Current | AdminGuide | Conversation sessions | 21352 | ATC/Current/AdminGuide/Conversation sessions | Conversation sessions Feature coming soon! Understand how to capture information about customer conversation interactions (phone calls and chats) and present it to agents. Prerequisites Configure the following permissions in Genesys Cloud CX: To see custom sessions and custom events, agents need specific permissions. Deploy the Genesys Predictive Engagement tracking snippet. In section Overview: When you track your website with Genesys Predictive Engagement, we capture the history of conversation interactions between agents and customers. A conversation interaction is any interaction that involves a phone call or web chat. For each conversation interaction, we create a corresponding conversation session. Important Both web chats and phone calls can occur within a single conversation session. In section Supported channels: Genesys Predictive Engagement supports the following channels as conversation sessions: Inbound calls Outbound calls Web chats Web messaging In section How conversation sessions begin: A conversation session can begin when: Customer calls the support center (inbound call) Agent calls a visitor (outbound call) Genesys Predictive Engagement offers a chat and the customer accepts the offer Customer starts a chat on a web page (reactive chat) Customer starts a web messaging interaction In section How we verify contacts in a conversation: When a customer comes to your website, we attempt to verify their identity using their personal identifiable information (phone number or email address). Agents can also verify a customer manually. For more information, see About external contacts. In section Conversation session cards: Agents see a separate session card for each conversation session. The session card includes: Color Title Icon (indicates call or chat) Duration Queue Agent name Journey map (visible when card is expanded) Status or wrap up code In section Session card colors: The following table explains the significance of the session card colors. Color Description White Abandoned. Customer ended the conversation before the agent could assign a wrap-up code. Gray Inactive. Conversation session ended and the agent assigned a wrap-up code. Blue Active. Conversation session is ongoing. In section Session card icons: As a conversation session progresses, the icon displayed in the session card may change. The following table explains the icons that appear in the session card. Channel In progress Missed/Abandoned Call (inbound) Call (outbound) Chat In section Status and wrap up codes: The available statuses are: Waiting : Customer is in the queue and waiting for an agent to accept the interaction Ended by Customer : Customer abandoned the call or chat When an agent assigns a wrap-up code to end a call or chat, the wrap-up code replaces the status. For more information about creating wrap-up codes, see About wrap-up codes. In section Conversation events in segments, outcomes, and action maps: During a conversation, we record the following events: Routed (waiting in queue) Connected to agent Ended (either of the following) Agent wraps up Customer abandons (ends the session before the agent wraps it up) You can use these events and their corresponding attributes to create segments and outcomes. If an action map uses an Architect flow action, you can use these events to trigger that action map. In section Web chats vs. web sessions: Agents see separate session cards for web sessions and conversation sessions: A web session begins when a customer comes to a webpage where the tracking snippet is deployed. A conversation session begins when a customer accepts an invitation to chat or starts a web chat on their own. The title of a web chat is always Web Chat. In section Scenario: Remind a customer to register their purchase for a warranty: You can create a segment based on a conversation journey event. For example, suppose you want a segment for customers who purchase a product after speaking with an agent. You could use that segment to trigger an action map that reminds the customer to register the product for its warranty. To implement this scenario: Create a wrap-up code called Completed sale. Create a segment called Completed sale. Create a content offer called Register product warranty. Create an action map and: Trigger the action map when a customer matches the Completed sale segment. Select the content offer called Register product warranty. | new | A conversation interaction is any interaction that involves a phone call or web chat. Genesys Predictive Engagement supports the following channels as conversation sessions: Inbound calls Outbound calls Web chats Web messaging. | https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide/Conversation_sessions | October 28, 2022 | |||
| Summary:ATC/Current/AdminGuide/Sessions events overview | ATC | Current | AdminGuide | Sessions events overview | 12301 | ATC/Current/AdminGuide/Sessions events overview | Removed custom sessions as part of AI-381 rollback. Custom Order ships. Remove from inventory stock. Put on a plane. Deliver to a distribution center. Put on a truck. Deliver to customer's address. | updated | AI-381 removes custom sessions as part of a rollback. Custom Order ships. Remove from inventory stock. Put on a plane. | https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide/Sessions_events_overview&action=diff&old_id=89499&new_id=130534 | October 28, 2022 | |||
| Summary:PEC-GPA/Current/Administrator/GplusActivityHistory90 | PEC-GPA | Current | Administrator | GplusActivityHistory90 | 11165 | PEC-GPA/Current/Administrator/GplusActivityHistory90 | For troubleshooting purposes, you can configure Gplus Adapter to display confirmation messages in Agent Workspace when the following Salesforce Activity Task events are successful: You can configure what Adapter saves for the Subject field in the Salesforce activity by using custom templates with the Gplus Adapter for Salesforce options option, where, <interaction type> is either Inbound-Voice, Internal-Voice, Outbound-Voice, Transfer-Voice, Chat (including SMS), Email, or OpenMedia. Templates Salesforce Inbound-Voice Subject Templates Salesforce Internal-Voice Subject Templates Salesforce Outbound-Voice Subject Templates Salesforce Transfer-Voice Subject Templates Salesforce Chat Subject Templates Salesforce Email Subject Templates Salesforce OpenMedia Subject. | updated | You can configure what Adapter saves for the Subject field in the Salesforce activity. You can use custom templates with the Gplus Adapter for Salesforce options option. For troubleshooting purposes, you can configure Gplus adapter to display confirmation messages in Agent Workspace when Salesforce Activity Task events are successful. | https://all.docs.genesys.com/index.php?title=PEC-GPA/Current/Administrator/GplusActivityHistory90&action=diff&old_id=125555&new_id=130605 | November 3, 2022 | |||
| Summary:PEC-GPA/Current/Administrator/GplusTroubleshoot90 | PEC-GPA | Current | Administrator | GplusTroubleshoot90 | 13763 | PEC-GPA/Current/Administrator/GplusTroubleshoot90 | 2022-08-16 14:04:41.230 [DEBUG] [WWE.Main.Application] Screen Pop processing: ANI = 647401 KVP matching cti_ found in interaction userData: cti_LastName = Clinton Salesforce search returned 1 record: Type: Contact Name: Willard Clinton. | updated | 2022-08-16 14:04:41.230 [DEBUG] [WWE.Main.Application] Screen Pop processing: ANI = 647401 KVP matching cti_ found in interaction userData: cti_LastName = Clinton Salesforce search returned 1 record: Type: Contact Name: Willard Clinton. | https://all.docs.genesys.com/index.php?title=PEC-GPA/Current/Administrator/GplusTroubleshoot90&action=diff&old_id=129758&new_id=130596 | November 3, 2022 | |||
| Summary:PEC-GPA/Current/Agent/GPASFLActivityHistory | PEC-GPA | Current | Agent | GPASFLActivityHistory | 11158 | PEC-GPA/Current/Agent/GPASFLActivityHistory | This section describes the Gplus Adapter features might be enabled for you by your administrator. | updated | False | https://all.docs.genesys.com/index.php?title=PEC-GPA/Current/Agent/GPASFLActivityHistory&action=diff&old_id=125558&new_id=130607 | November 3, 2022 | |||
| Summary:PrivateEdition/Current/PEGuide/DepTour | PrivateEdition | Current | PEGuide | DepTour | 17015 | PrivateEdition/Current/PEGuide/DepTour | The following picture takes you through a quick tour of the steps involved in deploying Genesys Multicloud CX private edition. See the process table below the image for links to the relevant topics. Process Related topics Select the geographic location Architecture Determine virtual networks and subnets Networking overview Set up network, load balancers, firewalls and others Voice connectivity Configure node pools Architecture Configure storage Storage requirements Install third-party services Software requirements Install and configure logging and monitoring tools Configuring logging Configuring monitoring Download containers and Helm charts from JFrog Downloading your Genesys Multicloud CX containers Customize Genesys Multicloud CX services' Helm charts for your deployments Overriding Helm chart values Set up a Continuous Deployment (CD) pipeline Setting up a CD pipeline Deploy Genesys Multicloud CX services using your CD pipeline Genesys Multicloud CX private edition services Important In addition to the content available in this guide, supplemental technical reference information is also available in our public repository. You can access it from here. For easy navigation, we have also linked to it from other applicable sections in this guide. | updated | The following picture takes you through a quick tour of the steps involved in deploying Genesys Multicloud CX private edition. See the process table below the image for links to the relevant topics. | A table was added: process table below the image for links to the relevant topics | https://all.docs.genesys.com/index.php?title=PrivateEdition/Current/PEGuide/DepTour&action=diff&old_id=107991&new_id=130521 | October 27, 2022 | ||
| Summary:PrivateEdition/Current/PEGuide/PublicRepoLinks | PrivateEdition | Current | PEGuide | PublicRepoLinks | 21350 | PrivateEdition/Current/PEGuide/PublicRepoLinks | Public Repository Links This topic provides a list of links referenced in our public repository. They contain useful technical reference information that supplements the content in our private edition documents. There are also links to private edition-related announcements and a roadmap that indicates work items that are being currently worked on. Related documentation: Release Notes All services RSS: For private edition In section Technical reference information: PE Wiki Home PE Cheat Sheet Troubleshooting 3rd Party Services GKC SBC Case Study PE Knowledge Base In section Observability: Monitoring Logging In section Announcements: PE Announcements In section Roadmap: PE Roadmap In section Discussion forum: PE Discussions In section Need help?: Before you contact us | new | This topic provides a list of links referenced in our public repository. They contain useful technical reference information. There are also links to private edition-related announcements. | https://all.docs.genesys.com/index.php?title=PrivateEdition/Current/PEGuide/PublicRepoLinks | October 27, 2022 | |||
| Summary:PrivateEdition/Current/PEGuide/SBCIntegration | PrivateEdition | Current | PEGuide | SBCIntegration | 21351 | PrivateEdition/Current/PEGuide/SBCIntegration | SBC Integration This topic provides links to technical reference information on SBC integration, available in our public repositories. And also links to other OpenShift specific SBC integration content available in this guide. Related documentation: Release Notes All services RSS: For private edition From our public repository: GKE SBC Integration OpenShift SBC Integration Within this guide (can also be accessed from the navigation pane on the left): Overview of F5 BIG-IP for OpenShift Configure VXLAN on OpenShift Install Container Ingress Service (CIS) Configure F5 SIP-ALG | new | This guide provides links to technical reference information on SBC integration. It also links to other OpenShift specific SBC content available in this guide. | https://all.docs.genesys.com/index.php?title=PrivateEdition/Current/PEGuide/SBCIntegration | October 27, 2022 | |||
| Summary:PrivateEdition/Current/PEGuide/SetCICDPipeline | PrivateEdition | Current | PEGuide | SetCICDPipeline | 16588 | PrivateEdition/Current/PEGuide/SetCICDPipeline | Important For additional information on pipelines and examples, refer to the Private Edition page in our public repository. | updated | False | An important note was added: pipelines and examples | https://all.docs.genesys.com/index.php?title=PrivateEdition/Current/PEGuide/SetCICDPipeline&action=diff&old_id=109527&new_id=130525 | October 27, 2022 | ||
| Summary:System/Current/GenesysChoice/Overview | System | Current | GenesysChoice | Overview | 18869 | System/Current/GenesysChoice/Overview | For more information about licenses, see Migration to Genesys Choice Licensing. | updated | False | https://all.docs.genesys.com/index.php?title=System/Current/GenesysChoice/Overview&action=diff&old_id=128638&new_id=130500 | October 26, 2022 | |||
| Summary:UDM/Current/Admin/AccessManagement | UDM | Current | Admin | AccessManagement | 18712 | UDM/Current/Admin/AccessManagement | Agents with the UDM UCSX Exporter role can create jobs to export UCSX data: Interactions or Contacts. For these agents, the History page and the Artifacts page will display only Interaction or Contact items that have UCSX as the source. They can export all interactions or a specific Entity Type. | updated | UDM UCSX Exporter can create jobs to export UCSX data: Interactions or Contacts. For these agents, the History page and the Artifacts page will display only Interaction or Contact items that have UCSX as the source. | https://all.docs.genesys.com/index.php?title=UDM/Current/Admin/AccessManagement&action=diff&old_id=115917&new_id=130578 | November 1, 2022 |