Drilldown: Article

None (11) · No (322) · Yes (6)

Draft:ContentAdmin (1) · Draft:PEC-Admin (1) · Draft:PEC-AS (44) · Draft:PEC-DC (1) · Draft:PEC-REP (104) · Draft:PEC-WFM (20) · PEC-Admin (1) · PEC-AS (44) · PEC-DC (1) · PEC-REP (102) · PEC-WFM (20)

None (23) · GenesysCloud (2) · GenesysEngage-cloud (311) · GenesysEngage-onpremises (3)

None (4) · No (335)

Administrator (133) · Administrator, Supervisor (206)

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

Other values: ; Abandon Delay Report Add and manage Caller ID Agent Adherence Reporting Metrics and End Notes 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 Calendar Management 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 Center Performance Reporting Metrics Contact List Effectiveness Report Contacts Create and manage agent skills Create and manage custom agent states Customer Perspective Report CX Insights for iWD reports and dashboards Dashboards Designer reports Desktop Views options Details reports Dispositions Email addresses and mailboxes Email channel options Email reports Enable external URLs Enable feedback Enabling Wait-lists Export agent accounts Facebook channel options Forecasting Genesys CX Insights for iWD project Genesys Softphone Get started with Genesys Multicloud CX How Agent Setup works How Digital Channels 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 Manage agents and other users Managing Overtime Milestone Path Analysis Dashboard Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer My Channels options Outbound channel options Outbound Contact reports Outbound Email Report Overlays Primer 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 Public and private keys Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Recording options Routing Scenario: Onboarding agents and supervisors Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM 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 Time Off Primer Time-Off Bidding Transactions Transfer Dashboard Transfer Detail Report Twitter channel options User Security View audit trail Voice channel options WFM E-mail Notifications WFM Metrics WFM Primers WFM Task Sequences WFM Web Content Accessibility Workitem channel options

None (28) · Agent Details Activity Report (5) · Agent Login-Logout Details Report (4) · Final Disposition Dashboard (4) · Bot Analytical Dashboard (4) · Agent State Details Report (4)

Other values: ; Abandon Delay Report Agent Adherence Report Metrics and End Notes 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 Calendar Management 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 Center Performance Report Metrics Contact List Effectiveness Report Contacts Create and manage agent skills Create custom agent states Customer Perspective Report CX Insights for iWD reports and dashboards Dashboards Designer reports Desktop Views options Details reports Dispositions Email addresses and mailboxes Email channel options Email reports Enable external URLs Enable feedback Enabling Wait-lists Export agent accounts Facebook channel options Forecasting Genesys CX Insights for iWD project Genesys Softphone Get started with Genesys Multicloud CX How Digital Channels 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 Manage agents Managing Overtime Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer My Channels options Outbound channel options Outbound Contact reports Outbound Email Report Overlays Primer 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 Public and private keys Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Recording options Routing Scenario: Onboarding new agents Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM 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 Time Off Primer Time-Off Bidding Transactions Transfer Detail Report Twitter channel options User Security View audit trail Voice channel options WFM E-mail Notifications WFM Metrics WFM Primers WFM Task Sequences WFM Web Content Accessibility Workitem channel options

None (333) · Metrics (6)

None (1) · Administrator (2) · Agent Setup (88) · Digital Channels (2) · Internal Content Administration (1) · Reporting (205) · Workforce Management (40)

None (6) · Admin (2) · Administrator (38) · 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 (337) · CE01 (2)

None (339)