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None (229) · Administrator (2) · Administrator, Reviewer (2) · Agent (72) · Agent, Supervisor (56) · Staff (8) · Supervisor (151)

Getting started (8) · Schedules (4) · Agent Assist tab (4) · The Settings menu (4) · Create and update users and roles (4) · How to manage inbound calls (4) · Trading (4) · View KPI outcome (4) · View model accuracy (4) · Logging in and out (4) · Monitor predictor feature coverage (4) · How to configure score expressions (3) · Agent Variance report (3) · View the Agent Profile schema (3) · View the Customer Profile schema (3) · View uploaded datasets (3) · Create and update predictors (3) · Feature Analysis report (3) · Upload interaction and other data (3)

Other values: ; A/B model performance testing Access and supported channels Activities Activity History Activity History for interactions Adapter basics Add Calendar Items Wizard Add Overhead Wizard Add/Remove Scenario Elements Wizard Adding Breaks and Meals to Shifts Adding exceptions to your schedule Adherence Adherence Reports Adherence Views After Call Work Timer Agent Assist tab in Workspace Agent Contracts and Rotating Patterns Agent Workspace (v9) Agents Agents Time Off Associating Agents with Rotating Patterns Audit Reports Availability Patterns Bidding Bidding on overtime Business Units Calendar Calendar Reports Channels and the Channels tab Chat Click-to-dial Co-browse sessions Colors Commit/Rollback Multiple Wizard Configuration Configuration Reports Configure an account Configure your password policies Configure, train, and test models Configuring Bidding Periods Contacts and interactions Contract Constraints Contract Shifts, Agents, and Profiles Contracts Contracts Site Settings Create and test predictors and models Create and train predictors and models Creating Activity Sets and Groups Creating trade proposals Date Selectors Day Off and Weekend Rules Default forecasting objectives Delete Multiple Wizard Edit Multiple Wizard Editing Schedule Items Email Exception Types Facebook Chat Filtering Agents and Teams Filtering, Options, and Preference Statuses Find Events Finding Agents in Tables Forecast Reports Forecast Scenario Overheads View Forecast Scenarios Forecast Scenarios View Forecast Templates Forecasts Genesys Predictive Engagement Chat Interaction Get started with Gplus Adapter Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce (v9) Graph View Options Historical Data How autogranting works How bidding works How to handle a workitem How to handle outbound calls How to handle screen pops in ServiceNow How to make outbound calls How to manage workitems Import Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Interaction history views Internal interactions Intra-Day Schedule Rebuild Wizard Know more about supported features Knowledge tab Log in Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Marked Time Master Forecast Master Forecast Cleanup and Graph Options Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Meetings Messaging Modify Individual Agents' Schedules Multi-Site Activities Multi-site trading Navigating Agent Workspace New Forecast Wizard New in this Release New Schedule Scenario Wizard Notifications OLD Agent Assist tab Optimizing the UI display Outbound campaigns Overlays Overtime Bidding Overview Performance Intra-Day View Performance Monitor View Performance Reports Performance Tracker Policies Policies Reports Preferences Publishing and Extracting Forecasts Publishing and Extracting Schedules Related interactions Reports Reports Scheduler Required Staffing Wizard Reset a password Reset your password Review Requests and Messages Dialogs Role Privileges Roles Rotating Patterns Rotating Patterns Properties Scenario Agent-Extended View Scenario Coverage View Scenario Graphs View Scenario Intra-Day View Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario Staffing View Scenario State Group Totals Scenario Summary View Scenario Volumes View Scenario Weekly View Schedule Bidding Schedule Build Wizard Schedule Callback Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Groups Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Scheduled Budget and Agent Comments Reports Screen Pops Security and accessibility Shared Transport Shift synchronization Shifts Sites SMS Chat Staffing Build Wizard Staffing Build Wizard for Multiple Activities Staffing Split Wizard Standard responses Statistics Supervising agents Swap Agent Schedules Wizard Task and Shift Sequences Team Communicator The click-to-call feature The Contact Directory and contact management The Supervisor's window Time off Time Zones Time-Off Bidding Time-Off Limits Time-Off Rules Time-Off Types Twitter Chat Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Users Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace View Agent Details View Customer Details View Datasets Trends and Reports View jobs reports and details Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice Calls Volumes Build Wizard Volumes Split Wizard Weekly Schedule Reports What are screen pops? What-If Window WhatsApp Chat Workbins Workforce Management 8.5 Web for Supervisors (Classic) Help Working with Gplus Adapter for Salesforce Workitems

Getting started (8) · Workitems (4) · View model accuracy (4) · Create and update users and roles (4) · The Settings menu (4) · Trading (4) · Logging in and out (4) · View KPI outcome (4) · Screen pops (4) · Activity History (4) · Monitor predictor feature coverage (4) · Upload interaction and other data (3) · View the Agent Profile schema (3) · View the Customer Profile schema (3) · View uploaded datasets (3) · How to configure score expressions (3) · Agent Variance report (3) · Create and update predictors (3) · Feature Analysis report (3)

Other values: ; A/B model performance testing Access and supported channels Activities Add Calendar Items Wizard Add Overhead Wizard Add/Remove Scenario Elements Wizard Adding Breaks and Meals to Shifts Adding exceptions to your schedule Adherence Adherence Reports Adherence Views After Call Work Timer Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Contracts and Rotating Patterns Agent Workspace Agent Workspace (v9) Agents Agents Time Off Associating Agents with Rotating Patterns Audit Reports Availability Patterns Basics Bidding Bidding on overtime Business Units Calendar Calendar Reports Calls Channels and the Channels tab Chat Click-to-call Click-to-dial Co-browse sessions Colors Commit/Rollback Multiple Wizard Configuration Configuration Reports Configure an account Configure your password policies Configure, train, and test models Configuring Bidding Periods Contacts and interactions Contract Constraints Contract Shifts, Agents, and Profiles Contracts Contracts Site Settings Create and test predictors and models Create and train predictors and models Creating Activity Sets and Groups Creating trade proposals Date Selectors Day Off and Weekend Rules Default forecasting objectives Delete Multiple Wizard Description Edit Multiple Wizard Editing Schedule Items Email Exception Types Facebook Chat Filtering Agents and Teams Filtering, Options, and Preference Statuses Find Events Finding Agents in Tables Forecast Reports Forecast Scenario Overheads View Forecast Scenarios Forecast Scenarios View Forecast Templates Forecasts Genesys Predictive Engagement Gplus Adapter basics Gplus Adapter for Salesforce (v9) Graph View Options Historical Data How autogranting works How bidding works How to handle a workitem How to handle screen pops in ServiceNow Import Inbound calls Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Interaction history views Internal interactions Intra-Day Schedule Rebuild Wizard Knowledge tab Make outbound calls Manage inbound calls Managing multi-site trade proposals Managing single-site trades proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Marked Time Master Forecast Master Forecast Cleanup and Graph Options Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Meetings Messaging Modify Individual Agents' Schedules Multi-Site Activities Multi-site trading Navigating Agent Workspace New Forecast Wizard New in this Release New Schedule Scenario Wizard Notifications OLD Agent Assist Optimizing the UI display Outbound calls Outbound campaigns Overlays Overtime Bidding Overview Performance Intra-Day View Performance Monitor View Performance Reports Performance Tracker Policies Policies Reports Preferences Publish/Extract Forecasts Publishing/Extracting Schedules Related interactions Reports Reports Scheduler Required Staffing Wizard Reset a password Reset your password Review Requests and Messages Dialogs Role Privileges Roles Rotating Patterns Rotating Patterns Properties Scenario Agent-Extended View Scenario Coverage View Scenario Graphs View Scenario Intra-Day View Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario Staffing View Scenario State Group Totals Scenario Summary View Scenario Volumes View Scenario Weekly View Schedule Schedule a callback Schedule Bidding Schedule Build Wizard Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Groups Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Scheduled Budget and Agent Comments Reports Schedules Security and accessibility Shared Transport Shift synchronization Shifts Sites SMS Chat Staffing Build Wizard Staffing Build Wizard (Multiple Activities) Staffing Split Wizard Standard responses Statistics Supervising agents Supported features Swap Agent Schedules Wizard Task and Shift Sequences Team Communicator The Contact Directory and contact management The Supervisor's window Time off Time Zones Time-Off Bidding Time-Off Limits Time-Off Rules Time-Off Types Twitter Chat Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Users Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace View Agent Details View Customer Details View Datasets Trends and Reports View jobs reports and details Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Volumes Build Wizard Volumes Split Wizard Weekly Schedule Reports What-If Window WhatsApp Chat Workbins Workforce Management 8.5 Web for Supervisors (Classic) Help Working with Gplus Adapter

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None (3) · Agent Desktop (1) · Agent Workspace (60) · Genesys Agent Assist (2) · Genesys Predictive Routing (72) · Gplus Adapter for Microsoft Dynamics 365 (20) · Gplus Adapter for Salesforce (12) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (4) · Workforce Management (335)

None · Administrator · PDMLibraryGIM · Supervisor · Admin · RPRT · Deployment · Designer · SDK · User · AdminGuide · Agent · PDMPEGIM-Postgres · PDMCXGIM · ManageCC · PDNAA · CXContact · CX Insights · GCXIMCPRG · PEGuide

Other values: ; ADInst AIUG AdminDashboard AgentGuide AspectDeployment AuthPEGuide AzInst CABPEGuide CXCPEGuide Collected ContentAreaDashboard DCPEGuide DESPEGuide Dashboard DevConsole Developer Developers DockerVolumes ETLRef EmailPEGuide EngageServices Event FieldGuide FldCod GAWFMPEGuide GCAPI GCDeveloper GCXI GCXIPEGuide GCXIPRG GCXIPRGLibrary GECUG GIM GIMPEGuide GPAPEGuide GPR GPWFMPEGuide GTR GVP GVPPEGuide GWSPEGuide GenChoiceTermsCond GenesysChoice GenesysCloud GenesysEngage-cloud GenesysEngage-onpremises GenesysEngageCloudRN Handlers Help IEXDeployment II IWDDMPEGuide IWDPEGuide IXNEventsandModels IXNPEGuide InteractionDialer KB KBA Library Licensing Loc MessengerSDK MulticloudOverview Operations PDNAM PDNAU PMORef PacingServiceDeployment Processes PulseMetricsLibrary PulsePEGuide PureConnect RAAPEGuide RT ReleaseNote Requirements SCAPI SOO STRMSPEGuide SiteDashboard Small Source Super SupervisorHelp TLMPEGuide TPOSR TenantPEGuide Test Troubleshooting UCSPEGuide UEA UserGuide VM VMEventsandModels VMPEGuide WDEPlugin WWEAgent WWEPEGuide WebAPIs WebRTCPEGuide WritersGuide deploy

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