View table: TaskSummary
Table structure:
- overviewtext - Wikitext
- productshort - String
- ComingSoon - String
- Role - String
- DisplayName - String
- TocName - String
- Dimension - String
- Context - Wikitext
- Product - String
- Manual - String
- Application - String
- UseCase - String
- Platform - String
- PEPageType - String
This table has 71 rows altogether.
| Page | overviewtext | productshort | ComingSoon | Role | DisplayName | TocName | Dimension | Context | Product | Manual | Application | UseCase | Platform | PEPageType |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ATC/Current/AdminGuide/About action maps | ATC | No | About action maps | About action maps | ActionMaps | Learn how to create action maps that use different types of actions to enhance and extend a visitor's journey. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| ATC/Current/AdminGuide/About actions | ATC | No | About actions | About actions | An action represents the steps to take to engage with visitors or to further related business outcomes. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | ||||||
| ATC/Current/AdminGuide/About analytics | ATC | No | About analytics | About analytics | Analytics | Learn how to evaluate how visitors use your website and determine the effectiveness of your action maps. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| ATC/Current/AdminGuide/About attributes | Understand the purpose of attributes and how you use them with action maps, segments, and outcomes. | ATC | No | About attributes | About attributes | Segments, Outcomes, ActionMaps | Attributes are conditions that affect when action maps trigger, and when users match segments and outcomes. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | ||||
| ATC/Current/AdminGuide/About compliance and data | ATC | No | About compliance | About compliance | Compliance | Tracking sensitive customer data requires compliance with GDPR and other regulations. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| ATC/Current/AdminGuide/About content offers | ATC | No | About content offers | Content offers | ContentOffers | Learn how to create a content offer that engages visitors on your website and encourages them to take a pre-defined action. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| ATC/Current/AdminGuide/About global settings | ATC | No | About global settings | About global settings | Learn how to configure Genesys Predictive Engagement at a global (organizational) level. | Genesys Predictive Engagement | AdminGuide | GenesysEngage-onpremises, PureConnect, GenesysCloud | ||||||
| ATC/Current/AdminGuide/About journey data | ATC | No | About journey data | About journey data | JourneyData | Learn what types of customer journey data that you and your agents can see about a visitor's interactions with your website. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| ATC/Current/AdminGuide/About outcomes | ATC | No | About outcome predictions and probabilities | About outcome predictions and probabilities | Outcomes | Genesys Predictive Engagement uses AI-powered machine learning to predict the probability of visitors achieving your unique business outcomes. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| ATC/Current/AdminGuide/About segments | ATC | No | About segments | About segments | Segments | Learn how to identify (segment) visitors based on their shared characteristics. Later, you design action maps to engage specific segments of visitors and then filter by segments to evaluate how well you are engaging them. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| ATC/Current/AdminGuide/About sessions | ATC | No | About journey shaping with sessions and events | About sessions and events | Sessions | Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company. | Genesys Predictive Engagement | AdminGuide | GenesysCloud | |||||
| ATC/Current/AdminGuide/About web chats | ATC | No | About web chats | Web chats | WebChat | Learn how to work with web chats in Genesys Predictive Engagement. | Genesys Predictive Engagement | AdminGuide | GenesysEngage-onpremises, PureConnect, GenesysCloud | |||||
| ATC/Current/AdminGuide/About web messaging | ATC | No | About web messaging | Web messaging | WebMessaging | Learn how to work with web messaging in Genesys Predictive Engagement. | Genesys Predictive Engagement | AdminGuide | GenesysCloud | |||||
| ATC/Current/AdminGuide/AboutArchFlows | ATC | No | About Architect flow actions | Architect flows | ArchFlow | Genesys Predictive Engagement integrates with third-party platforms using Genesys Cloud CX integrations, data actions, and Architect workflows. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| ATC/Current/Event/About event tracking | ATC | No | About event tracking with tag managers | About event tracking with tag managers | Use your preferred tag manager to deploy Genesys Predictive Engagement tracking on your website and customize tracking behavior. | Genesys Predictive Engagement | Event | PureConnect, GenesysCloud | ||||||
| ATC/Current/Event/About scenarios and best practices | ATC | No | About business scenarios and best practices | About business scenarios and best practices | Review business scenarios and best practices to improve and extend your tracking. | Genesys Predictive Engagement | Event | PureConnect, GenesysCloud | ||||||
| ATC/Current/Event/About tag managers | ATC | No | About tag managers | About tag managers | Learn about the tag managers that you can use to customize and deploy Genesys Predictive Engagement tracking on your website. | Genesys Predictive Engagement | Event | PureConnect, GenesysCloud | ||||||
| ATC/Current/SDK/About events methods | ATC | No | About Events methods | About Events methods | EventsMethods | Events methods allow developers to build functionality that reacts to state changes in the SDK. Important This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat. |
Genesys Predictive Engagement | SDK | PureConnect, GenesysCloud | |||||
| DES/Current/Designer/Features | Use these topics as a starting point to find the information you need. | DES | No | Administrator | Quick links | Quick links | Learn about common tasks for administrators in Designer. | Designer | Designer | Designer | ||||
| Draft:AppStudio/Current/UserGuide/Quick links | You can use this page as a starting point to quickly find and explore specific App Studio topics. | Draft:AppStudio | No | Administrator, Developer | Quick links to App Studio topics | Quick links | Quickly find and explore specific App Studio topics. | Genesys App Studio | UserGuide | App Studio | ||||
| Draft:ATC/Current/AdminGuide/About action maps | Draft:ATC | No | About action maps | About action maps | ActionMaps | Learn how to create action maps that use different types of actions to enhance and extend a visitor's journey. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/About actions | Draft:ATC | No | About actions | About actions | An action represents the steps to take to engage with visitors or to further related business outcomes. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | ||||||
| Draft:ATC/Current/AdminGuide/About analytics | Draft:ATC | No | About analytics | About analytics | Analytics | Learn how to evaluate how visitors use your website and determine the effectiveness of your action maps. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/About attributes | Understand the purpose of attributes and how you use them with action maps, segments, and outcomes. | Draft:ATC | No | About attributes | About attributes | Segments, Outcomes, ActionMaps | Attributes are conditions that affect when action maps trigger, and when users match segments and outcomes. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | ||||
| Draft:ATC/Current/AdminGuide/About compliance and data | Draft:ATC | No | About compliance | About compliance | Compliance | Tracking sensitive customer data requires compliance with GDPR and other regulations. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/About content offers | Draft:ATC | No | About content offers | Content offers | ContentOffers | Learn how to create a content offer that engages visitors on your website and encourages them to take a pre-defined action. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/About global settings | Draft:ATC | No | About global settings | About global settings | Learn how to configure Genesys Predictive Engagement at a global (organizational) level. | Genesys Predictive Engagement | AdminGuide | GenesysEngage-onpremises, PureConnect, GenesysCloud | ||||||
| Draft:ATC/Current/AdminGuide/About journey data | Draft:ATC | No | About journey data | About journey data | JourneyData | Learn what types of customer journey data that you and your agents can see about a visitor's interactions with your website. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/About outcomes | Draft:ATC | No | About outcome predictions and probabilities | About outcome predictions and probabilities | Outcomes | Genesys Predictive Engagement uses AI-powered machine learning to predict the probability of visitors achieving your unique business outcomes. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/About segments | Draft:ATC | No | About segments | About segments | Segments | Learn how to identify (segment) visitors based on their shared characteristics. Later, you design action maps to engage specific segments of visitors and then filter by segments to evaluate how well you are engaging them. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/About sessions | Draft:ATC | No | About journey shaping with sessions and events | About sessions and events | Sessions | Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company. | Genesys Predictive Engagement | AdminGuide | GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/About web chats | Draft:ATC | No | About web chats | Web chats | WebChat | Learn how to work with web chats in Genesys Predictive Engagement. | Genesys Predictive Engagement | AdminGuide | GenesysEngage-onpremises, PureConnect, GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/About web messaging | Draft:ATC | No | About web messaging | Web messaging | WebMessaging | Learn how to work with web messaging in Genesys Predictive Engagement. | Genesys Predictive Engagement | AdminGuide | GenesysCloud | |||||
| Draft:ATC/Current/AdminGuide/AboutArchFlows | Draft:ATC | No | About Architect flow actions | Architect flows | ArchFlow | Genesys Predictive Engagement integrates with third-party platforms using Genesys Cloud CX integrations, data actions, and Architect workflows. | Genesys Predictive Engagement | AdminGuide | PureConnect, GenesysCloud | |||||
| Draft:ATC/Current/Event/About event tracking | Draft:ATC | No | About event tracking with tag managers | About event tracking with tag managers | Use your preferred tag manager to deploy Genesys Predictive Engagement tracking on your website and customize tracking behavior. | Genesys Predictive Engagement | Event | PureConnect, GenesysCloud | ||||||
| Draft:ATC/Current/Event/About scenarios and best practices | Draft:ATC | No | About business scenarios and best practices | About business scenarios and best practices | Review business scenarios and best practices to improve and extend your tracking. | Genesys Predictive Engagement | Event | PureConnect, GenesysCloud | ||||||
| Draft:ATC/Current/Event/About tag managers | Draft:ATC | No | About tag managers | About tag managers | Learn about the tag managers that you can use to customize and deploy Genesys Predictive Engagement tracking on your website. | Genesys Predictive Engagement | Event | PureConnect, GenesysCloud | ||||||
| Draft:ATC/Current/SDK/About events methods | Draft:ATC | No | About Events methods | About Events methods | EventsMethods | Events methods allow developers to build functionality that reacts to state changes in the SDK. Important This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat. |
Genesys Predictive Engagement | SDK | PureConnect, GenesysCloud | |||||
| Draft:AUTH/Current/AuthPEGuide/GetStarted | List the steps needed to get started. |
Draft:AUTH | No | Get started | Find the steps you need to complete to set up, deploy, and monitor <service_name>. | Genesys Authentication | AuthPEGuide | e58addd1-923c-445b-b6f5-f0225a55bd15 | ||||||
| Draft:ContentAdmin/Boilerplate/PEGuide/GetStarted | List the steps needed to get started. |
Draft:ContentAdmin | No | Get started | Find the steps you need to complete to set up, deploy, and monitor <service_name>. | Internal Content Administration | PEGuide | e58addd1-923c-445b-b6f5-f0225a55bd15 | ||||||
| Draft:ContentAdmin/Internal/Test/About action maps | Draft:ContentAdmin | No | About action maps | About action maps | Learn how Internal Content Administration uses action maps to interactwith users on your website. | Internal Content Administration | Test | GenesysEngage-cloud, PureConnect, GenesysCloud | ||||||
| Draft:ContentAdmin/Internal/Test/About content offers | Draft:ContentAdmin | No | About content offers | About content offers | Learn how to create a content offer that engages customers and prompts them to take a pre-defined action. | Internal Content Administration | Test | GenesysEngage-cloud, PureConnect, GenesysCloud | ||||||
| Draft:ContentAdmin/Internal/Test/AboutArchFlows | Draft:ContentAdmin | No | About Architect flows | About Architect flows | Learn how to integrate Internal Content Administration with third-party CRMs using Architect flows. | Internal Content Administration | Test | GenesysEngage-cloud, PureConnect, GenesysCloud | ||||||
| Draft:ContentAdmin/Internal/WritersGuide/test tasksum | blah blah | Draft:ContentAdmin | No | Administrator | Blippie | Blippiebblip | It's blah blah is blah blah blah blah blahblah blah blah blahblah blah blah blahblah blah blah blah. More blah! Good blah!!! Hello? | Internal Content Administration | WritersGuide | Agent Setup | GenesysEngage-onpremises | |||
| Draft:DES/Current/Designer/TopicRef | You can use this page as a starting point to quickly find and explore specific Designer topics. | Draft:DES | No | Administrator | Quick links to Designer topics | Quick links | Quickly find and explore specific Designer topics. | Designer | Designer | Designer | GenesysEngage-onpremises | |||
| Draft:GAM/Current/Admin/About metrics | Learn what metrics are available, how the results render, and how to configure the metrics that you choose to measure and track. | Draft:GAM | No | About metrics | About metrics | nGAGEMENT provides a standard set of metrics that you can gamify and track to measure how successful your organization is at achieving its objectives. | nGAGEMENT | Admin | GenesysCloud | |||||
| Draft:GAM/Current/Admin/About user accounts | Draft:GAM | No | About user accounts | About user accounts | Learn how to manage agent, team leader, and manager accounts. | nGAGEMENT | Admin | GenesysCloud | ||||||
| Draft:GAM/Internal/Deployment/Aboutmetrics | Draft:GAM | No | About metrics | TBD | nGAGEMENT | Deployment | ||||||||
| Draft:GPWFM/Current/GPWFMPEGuide/GetStarted | List the steps needed to get started. |
Draft:GPWFM | No | Get started | Find the steps you need to complete to set up, deploy, and monitor <service_name>. | GPWFMPEGuide | e58addd1-923c-445b-b6f5-f0225a55bd15 | |||||||
| Draft:GWS/Current/GWSPEGuide/GetStarted | List the steps needed to get started. |
Draft:GWS | No | Get started | Find the steps you need to complete to set up, deploy, and monitor Web Services and Application. | Web Services and Applications | GWSPEGuide | e58addd1-923c-445b-b6f5-f0225a55bd15 | ||||||
| Draft:PEC-AS/Current/ManageCC/Agent options overview | When it's time to enable all the features and controls that make your agent’s job possible and manageable, you should think of the agent’s workday as a series of stages. In each stage, there’s a myriad of options and controls that enable the agent to complete that stage before moving on to the next. Let’s look at the stages and the configurable options that apply to each. | Draft:PEC-AS | No | Administrator | Agent settings overview | Agent settings overview | Learn about the features and controls that enable an agent to handle interactions and other key tasks. | Agent Setup | ManageCC | Agent Setup | ||||
| Draft:PEC-AS/Current/ManageCC/CC options overview | When it comes to enabling all the features and controls that get your contact center up and running, or that allow you to maintain its current structure, you should think about the customer journey and all the processes and steps a user must go through to help a customer complete the journey. Let's take a quick look at how you might configure Agent Setup to benefit both the customers and the contact center users. |
Draft:PEC-AS | No | Administrator | Agent desktop settings overview | Agent desktop settings overview | Get to know some of the key features and tasks involved in setting up your contact center for Agent Workspace. | Agent Setup | ManageCC | Agent Workspace, Agent Setup | ||||
| Draft:PEC-DC/Current/Administrator/GSEFacebookTwitter | Genesys Social Engagement enables you to receive and send messages, posts, comments, likes, tweets, and retweets on the world’s top two social engagement platforms, Facebook and Twitter. After you complete the steps on this page, you can treat social media communications like any other Genesys interaction. For example, you can route tweets with keywords to the best-skilled agent using a Designer application. Reporting is also available through Genesys CX Insights. |
Draft:PEC-DC | No | Administrator | Set up Facebook and Twitter | Set up Facebook and Twitter | Learn how to integrate Facebook and Twitter into Agent Workspace. | Digital Channels | Administrator | Agent Setup, Agent Workspace, Digital Channels | ||||
| Draft:PEC-DC/Current/Administrator/GSESMS | Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Genesys Multicloud CX so that agents can exchange text messages with customers. After you complete the steps on this page, you can treat SMS communications like any other Genesys interaction. For example, you can send messages to the best-skilled agent using a Designer application or use CX Contact to send SMS alerts to your customers. Reporting is also available through Genesys CX Insights. |
Draft:PEC-DC | No | Administrator | Set up SMS | Set up SMS | Learn how to integrate Short Message Service (SMS) into Genesys Multicloud CX. | Digital Channels | Administrator | Agent Workspace, Agent Setup | ||||
| Draft:PEC-DC/Current/Administrator/GSEWhatsApp | Genesys Digital Channels enables you to integrate WhatsApp into Agent Workspace. The WhatsApp messaging service enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers. After you complete the steps on this page, you can treat WhatsApp communications like any other Genesys interaction. For example, you can route messages to the best-skilled agent using a Designer application. Reporting is also available through Genesys CX Insights. |
Draft:PEC-DC | No | Administrator | Set up WhatsApp | Set up WhatsApp | Learn how to integrate WhatsApp into Agent Workspace. | Digital Channels | Administrator | Agent Workspace, Agent Setup | ||||
| Draft:PEC-Developer/HIW | APIs in Genesys Multicloud CX fall under two categories: Web APIs that your web application accesses through Genesys Multicloud CX and JavaScript APIs that you install in a location your web application can access. | Draft:PEC-Developer | No | How APIs work in Genesys Multicloud CX | Journey | Learn about the APIs you can use to customize your applications and integrate with Genesys. | Developer | |||||||
| Draft:PEC-ES/Current/Administrator/categSR | This page provides a high-level overview of the steps to create Standard Responses and set them up for use. | Draft:PEC-ES | No | Administrator | Standard Responses | Standard Responses setup summary | Default responses, known as standard responses, enable you to send welcoming, helpful answers to frequently-submitted queries from customers. | eServices Manager | Administrator | Platform Administration | GenesysEngage-cloud | |||
| Draft:PEC-IWD/Current/Administrator/IWDTaskSummary | Discover how IWD captures work items from existing enterprise software applications (such as ERP, BPM, DCM, Salesforce, email) and homegrown legacy systems, then analyzes the business context of the work item—for example, the associated business process, product requested, or value of the customer making the request. Then it creates a single universal queue, sorted on business value. This ensures that the most critical or highest-value work items are distributed to the right resource at the right time, regardless of media type, system or location. Important You should be able to complete most of the steps on your own, but sometimes you need help from Genesys. We'll let you know when a task requires extra help from a Genesys representative. |
Draft:PEC-IWD | No | Administrator | Set up IWD | Set up IWD | A high-level view of the steps to take to provision and iWD, integrate it with third-party source systems including email, use the iWD API to submit work items to iWD, monitor and manage the universal queue and use reporting. | Intelligent Workload Distribution | Administrator | BO02 | ||||
| Draft:PEC-ROU/Current/GTR/GTROverview | Genesys Task Routing allows you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite. Once these external workitems are entered in the Genesys system, you can treat them like other Genesys interactions. For example, you can route workitems to the best-skilled agent using a Designer application. You can also get interactions processed by an agent in Agent Workspace, including automated third-party application screen pop-ups. Reporting is available through Genesys CX Insights. Genesys Task Routing integrates with other Genesys solutions. It can support blended agents that handle chat, email, voice, and so on, at the same time they manage workitems. Important You should be able to complete most of the steps on your own, but sometimes you need help from Genesys. We'll let you know when a task requires extra help from a Genesys representative. |
Draft:PEC-ROU | No | Set up Genesys Task Routing | Set up Genesys Task Routing | Learn how to set up Genesys Task Routing so you can submit and manage workitems from an external source like Salesforce. | Routing and Designer | GTR | ||||||
| Draft:PrivateEdition/Current/PEGuide/GetStarted |
|
Draft:PrivateEdition | No | Deployment tasks summary | Describes the requirements and steps involved in setting up your infrastructure that is suitable to deploy and run Genesys Multicloud CX private edition. | Genesys Multicloud CX Private Edition | PEGuide | e58addd1-923c-445b-b6f5-f0225a55bd15 | ||||||
| Draft:VM/Current/VMPEGuide/GetStarted | List the steps needed to get started. |
Draft:VM | No | Get started | Find the steps you need to complete to set up, deploy, and monitor <service_name>. | Voice Microservices | VMPEGuide | e58addd1-923c-445b-b6f5-f0225a55bd15 | ||||||
| GAM/Current/Admin/About metrics | Learn what metrics are available, how the results render, and how to configure the metrics that you choose to measure and track. | GAM | No | About metrics | About metrics | nGAGEMENT provides a standard set of metrics that you can gamify and track to measure how successful your organization is at achieving its objectives. | nGAGEMENT | Admin | GenesysCloud | |||||
| GAM/Current/Admin/About user accounts | GAM | No | About user accounts | About user accounts | Learn how to manage agent, team leader, and manager accounts. | nGAGEMENT | Admin | GenesysCloud | ||||||
| PEC-AS/Current/ManageCC/Agent options overview | When it's time to enable all the features and controls that make your agent’s job possible and manageable, you should think of the agent’s workday as a series of stages. In each stage, there’s a myriad of options and controls that enable the agent to complete that stage before moving on to the next. Let’s look at the stages and the configurable options that apply to each. | PEC-AS | No | Administrator | Agent settings overview | Agent settings overview | Learn about the features and controls that enable an agent to handle interactions and other key tasks. | Agent Setup | ManageCC | Agent Setup | ||||
| PEC-AS/Current/ManageCC/CC options overview | When it comes to enabling all the features and controls that get your contact center up and running, or that allow you to maintain its current structure, you should think about the customer journey and all the processes and steps a user must go through to help a customer complete the journey. Let's take a quick look at how you might configure Agent Setup to benefit both the customers and the contact center users. |
PEC-AS | No | Administrator | Agent desktop settings overview | Agent desktop settings overview | Get to know some of the key features and tasks involved in setting up your contact center for Agent Workspace. | Agent Setup | ManageCC | Agent Workspace, Agent Setup | ||||
| PEC-DC/Current/Administrator/GSEFacebookTwitter | Genesys Social Engagement enables you to receive and send messages, posts, comments, likes, tweets, and retweets on the world’s top two social engagement platforms, Facebook and Twitter. After you complete the steps on this page, you can treat social media communications like any other Genesys interaction. For example, you can route tweets with keywords to the best-skilled agent using a Designer application. Reporting is also available through Genesys CX Insights. |
PEC-DC | No | Administrator | Set up Facebook and Twitter | Set up Facebook and Twitter | Learn how to integrate Facebook and Twitter into Agent Workspace. | Digital Channels | Administrator | Agent Setup, Agent Workspace, Digital Channels | ||||
| PEC-DC/Current/Administrator/GSESMS | Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Genesys Multicloud CX so that agents can exchange text messages with customers. After you complete the steps on this page, you can treat SMS communications like any other Genesys interaction. For example, you can send messages to the best-skilled agent using a Designer application or use CX Contact to send SMS alerts to your customers. Reporting is also available through Genesys CX Insights. |
PEC-DC | No | Administrator | Set up SMS | Set up SMS | Learn how to integrate Short Message Service (SMS) into Genesys Multicloud CX. | Digital Channels | Administrator | Agent Workspace, Agent Setup | ||||
| PEC-DC/Current/Administrator/GSEWhatsApp | Genesys Digital Channels enables you to integrate WhatsApp into Agent Workspace. The WhatsApp messaging service enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between your agents and customers. After you complete the steps on this page, you can treat WhatsApp communications like any other Genesys interaction. For example, you can route messages to the best-skilled agent using a Designer application. Reporting is also available through Genesys CX Insights. |
PEC-DC | No | Administrator | Set up WhatsApp | Set up WhatsApp | Learn how to integrate WhatsApp into Agent Workspace. | Digital Channels | Administrator | Agent Workspace, Agent Setup | ||||
| PEC-Developer/HIW | APIs in Genesys Multicloud CX fall under two categories: Web APIs that your web application accesses through Genesys Multicloud CX and JavaScript APIs that you install in a location your web application can access. | PEC-Developer | No | How APIs work in Genesys Multicloud CX | Journey | Learn about the APIs you can use to customize your applications and integrate with Genesys. | Developer | |||||||
| PEC-ES/Current/Administrator/categSR | This page provides a high-level overview of the steps to create Standard Responses and set them up for use. | PEC-ES | No | Administrator | Standard Responses | Standard Responses setup summary | Default responses, known as standard responses, enable you to send welcoming, helpful answers to frequently-submitted queries from customers. | eServices Manager | Administrator | Platform Administration | GenesysEngage-cloud | |||
| PEC-ROU/Current/GTR/GTROverview | Genesys Task Routing allows you to submit workitems to Genesys from an external source, such as Salesforce or NetSuite. Once these external workitems are entered in the Genesys system, you can treat them like other Genesys interactions. For example, you can route workitems to the best-skilled agent using a Designer application. You can also get interactions that were processed by an agent in Agent Workspace, including automated third-party application screen pop-ups. Reporting is available through Genesys CX Insights. Genesys Task Routing is integrated with other Genesys solutions and it can support blended agents handling chat, email, voice and so on, at the same time they manage workitems. Important You should be able to complete most of the steps on your own, but sometimes you'll need help from Genesys. We'll let you know when a task requires extra help from a Genesys representative. |
PEC-ROU | No | Set up Genesys Task Routing | Set up Genesys Task Routing | Learn how to set up Genesys Task Routing so you can submit and manage workitems from an external source like Salesforce. | Routing and Designer | GTR | GenesysEngage-cloud |