Drilldown: Article

None (7) · No (310) · Yes (8)

Draft:ContentAdmin (1) · Draft:PEC-Admin (1) · Draft:PEC-Agent (1) · Draft:PEC-AS (44) · Draft:PEC-DC (1) · Draft:PEC-IVR (8) · Draft:PEC-REP (108) · PEC-Admin (1) · PEC-Agent (1) · PEC-AS (44) · PEC-DC (1) · PEC-IVR (8) · PEC-REP (106)

None (25) · GenesysCloud (2) · GenesysEngage-cloud (295) · GenesysEngage-onpremises (3)

None (8) · No (317)

Administrator (107) · Administrator, Agent (2) · Administrator, Supervisor (206) · Agent (2) · Supervisor (8)

Agent Details Activity Report (5) · Final Disposition Dashboard (4) · Weekly Self Service Containment Dashboard (4) · Weekly Queue Summary Dashboard (4) · Weekly Business Attribute Dashboard (4) · Weekly Agent Group Utilization Dashboard (4) · Weekly Agent Group Performance Dashboard (4) · Agent Login-Logout Details Report (4) · Agent State Details Report (4) · Bot Analytical Dashboard (4)

Other values: ; Abandon Delay Report Add and manage Caller ID Agent and Agent Group Annex Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent groups Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent settings overview Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report ANI Details Dashboard ANI Details Report Application Duration Report Application Summary Report Blippie Blob Storage Blocks Summary Report Bulk import Business attributes Business Metrics Executive Report Business Results reports Call Browser report filters Callback Details Report Callback Summary Report Campaign Summary Report Case and toast data Channel options Chat channel options Chat Engagement Report Chat Message Statistics Report Chat Session Report Chat Thread Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configure global login Contact Center Dashboard Contact List Effectiveness Report Contacts Create and manage agent skills Create and manage custom agent states Creating and managing DID Groups Customer Perspective Report CX Insights for iWD reports and dashboards Dashboard report filters Dashboards Designer reports Desktop Views options Details reports Dispositions Email addresses and mailboxes Email channel options Email reports Enable external URLs Enable feedback Enterprise IVR Export agent accounts Facebook channel options Genesys CX Insights for iWD project Genesys Softphone Get started Get started with Genesys Multicloud CX GVP PaaS How Agent Setup works How Digital Channels works How IVR works Inbound Intraday Email Process Report Interaction Flow Report Interaction Handling Attempt Report Interaction history advanced search Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Intraday Process Dashboard Intraday Process Report IVR Administration Manage agents and other users Manage DID Groups with IVR Administration Milestone Path Analysis Dashboard Milestone Summary Report My Channels options Operational report filters Outbound channel options Outbound Contact reports Outbound Email Report Platform administration Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Provision IVR Profiles yourself Provisioning IVR profiles yourself Public and private keys Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Recording options Routing Scenario: Onboarding agents and supervisors Service Client options Settings and configuration overview Single Sign-On Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard responses Statistics options Supervisor Dashboard Supervisor options Survey Answer Report Survey Statistics Report Task Age Report Task Routing dashboards Task Volume Dashboard Transactions Transfer Dashboard Transfer Detail Report Twitter channel options VAR report filters View audit trail Voice channel options Workitem channel options

None (30) · Agent Details Activity Report (5) · Final Disposition Dashboard (4) · Bot Analytical Dashboard (4) · Agent State Details Report (4) · Agent Login-Logout Details Report (4)

Other values: ; Abandon Delay Report Agent Annex Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent groups Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent settings overview Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report ANI Details Report Application Duration Report Application Summary Report Blippiebblip Blob Storage Blocks Summary Report Bulk import Business attributes Business Metrics Executive Report Business Results reports Call Browser report filters Callback Details Report Callback Summary Report Caller ID Campaign Summary Report Case and toast data Channel options Chat channel options Chat Engagement Report Chat Message Statistics Report Chat Session Report Chat Thread Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configure global login Contact Center Dashboard Contact List Effectiveness Report Contacts Create and manage agent skills Create custom agent states Creating and managing DID Groups Customer Perspective Report CX Insights for iWD reports and dashboards Dashboard report filters Dashboards Designer reports Desktop Views options Details reports Dispositions Email addresses and mailboxes Email channel options Email reports Enable external URLs Enable feedback Enterprise IVR Export agent accounts Facebook channel options Genesys CX Insights for iWD project Genesys Softphone Get started with Genesys Multicloud CX GVP PaaS How Digital Channels works How IVR works Inbound Intraday Email Process Report Interaction Flow Report Interaction Handling Attempt Report Interaction history advanced search Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Intraday Process Dashboard Intraday Process Report IVR Administration Manage agents Manage DID Groups with IVR Administration Milestone Summary Report My Channels options Operational report filters Outbound channel options Outbound Contact reports Outbound Email Report Platform administration Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Provision IVR Profiles yourself Provisioning IVR profiles yourself Public and private keys Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Recording options Routing Scenario: Onboarding new agents Service client options Settings and configuration overview Single Sign-On Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard responses Statistics options Supervisor Dashboard Supervisor options Survey Answer Report Survey Statistics Report Task Age Report Task Routing dashboards Task Volume Dashboard Transactions Transfer Detail Report Twitter channel options VAR report filters View audit trail Voice channel options Workitem channel options

None (325)

None (1) · Administrator (2) · Agent (2) · Agent Setup (88) · Digital Channels (2) · Internal Content Administration (1) · IVR Administration (16) · Reporting (213)

None (8) · Admin (2) · Administrator (14) · GVP (8) · ManageCC (86) · RPRT (206) · WritersGuide (1)

None · Designer · Workforce Management · Reporting, Reporting GCXI · Recording · Agent Setup · CX Contact · Pulse Reporting · Platform Administration · Workforce Administration · Callback · IVR Administration · Reporting GCXI · Agent Workspace, Agent Setup · Agent Workspace · Cloud Data Download Service · App Studio · Agent Desktop · Agent Setup, Designer, Platform Administration · Pulse Reporting, Reporting GCXI

Other values: ; Agent Setup, Agent Workspace Agent Setup, Agent Workspace, Digital Channels Agent Setup, Cloud Data Download Service Agent Setup, Platform Administration Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI Agent Workspace, Agent Setup, Designer Agent Workspace, Agent Setup, Designer, Outbound Agent Workspace, Agent Setup, Digital Channels Agent Workspace, Agent Setup, Intelligent Workload Distribution Agent Workspace, Agent Setup, Pulse Reporting, Reporting GCXI, Workforce Management Agent Workspace, Designer, Pulse Reporting, Reporting GCXI Agent Workspace, Platform Administration Agent Workspace, Workforce Management Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI Designer, Platform Administration GPR Core Platform Genesys Portal Outbound,Outbound Administration Platform Administration, Agent Setup, Designer Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI Reporting Administration GCXI Reporting Administration GCXI, Reporting GCXI WEM Workforce Administration, Workforce Management intelligent Workload Distribution

None (321) · CE01 (2) · CE09,CE10 (2)

None (325)