Drilldown: Article

None (8) · No (185) · Yes (5)

Draft:PEC-AS (82) · Draft:PEC-GSM (59) · PEC-AS (57)

None (48) · GenesysCloud (2) · GenesysEngage-cloud (145) · GenesysEngage-cloudNote: If the hierarchy will be managed and maintained by importing data or through integration with an existing HR system, the following section can be skipped as any manual changes made to the hierarchy will be lost the next time that the hierarchy is refreshed. (1) · GenesysEngage-onpremises (2)

No · None · Yes · Other

None (92) · Administrator (106)

Prerequisites (3) · Bulk Import (3)

Other values: ; (New) Task summary: contact center setup 3rd Party and Open Source Software Used Access Groups Add and manage Caller ID Agent and Agent Group Annex Agent and contact center statistics Agent desktop settings overview Agent groups Agent settings overview Archiving and Forgetting Users Azure Deployment Blob Storage Business attributes Capacity rules Case and toast data Certificates Certificates and Reports Changing Service Account Password Changing your Password Channel options Chat channel options Command Line Installation Configure a multi-channel contact center Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure global login Configure inactivity timeout options Configure voice ringtones (voice) Configuring a CSV File as Data Source Configuring and running Data Uploader for KPI Uploads Configuring IIS Configuring OrgData Configuring the Services Configuring WFM Fields as Data Source Contacts Create and manage agent skills Create and manage administrators (in buik) Create and manage agent groups Create and manage agents Create and manage custom agent states Create and manage supervisors Create and manage teams Create multi-channel agents Creating Templates Associated to Roles Creating the Services Crystal Report Default Value Records Deploying new localization files to your system Desktop Views options Dispositions DNA DNA Connection error when upgrading to 9.0.x DNs Email addresses and mailboxes Email channel options Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable external URLs Enable feedback Enable Hold options (voice) Enable voice transfer and routing options (voice) Export agent accounts Facebook channel options Genesys Skills Management API Guide Genesys Softphone Getting started Global favorites Gplus Adapter for Salesforce options How Agent Setup works Import agents Install or Upgrade process Installed Applications and Databases Installing Language Packs Interaction channels Interaction history advanced search License Validation Logging Out Lost lead zeros when importing Orgdata Manage agents and other users Manage business attributes by transaction Manage group memberships Manage Hierarchy Manage Team Communicator options Managing and Viewing Crystal Reports Managing Global Events Managing Global Settings Monitoring Applications and Services My Channels options Nice IEX Orgdata Tips Org Data Setup OrgData Outbound channel options Overview Performance DNA Moodle Integration Setup Guide Personal Development Review Personal Development Reviews Platform administration Post upgrade steps Problem Handling Product Version Dependencies Public and private keys PureConnect Billing Configuration Questions, Answers, and Tests Recording options Required changes to api.config in order to work through a proxy Roles Routing Salesforce Billing Configuration Scenario: Onboarding agents and supervisors Service Client options Settings and configuration overview Single Sign-On Standard responses Statistics options Supervisor options Taking an Assessment Teleopti Orgdata Tips Templates Transactions Twitter channel options Types of Assessments Unable to view PDF nudges Updates to Microsoft Framework 4.6 may break Crystal Reports Use templates to configure agents View audit trail Viewing Feedback Results Viewing PureConnect Billing Viewing Results Virtual Queues Voice channel options Voicemail management Voicemail Management within Agent Setup Workitem channel options

None (11) · Bulk Import (3) · Prerequisites (3)

Other values: ; (New) Task summary: contact center setup Access Groups Agent and contact center statistics Agent Annex Agent desktop settings overview Agent groups Agent settings overview Archiving and Forgetting Users Azure Deployment Blob Storage Business attributes Caller ID Capacity rules Case and toast data Changing Service Account Password Channel options Chat channel options Command Line Installation Configure a multi-channel contact center Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure global login Configure inactivity timeout options Configure voice ringtones Configuring a CSV File as Data Source Configuring and running Data Uploader for KPI Uploads Configuring IIS Configuring OrgData Configuring the Services Configuring WFM Fields as Data Source Contacts Create and manage administrators (In bulk) Create and manage agent groups Create and manage agent skills Create and manage agents Create and manage supervisors Create and manage teams Create custom agent states Create multi-channel agents Creating Templates Associated to Roles Creating the Services Crystal Report Default Value Records Deploying new localization files to your system Desktop Views options Dispositions DNA DNA Connection error when upgrading to 9.0.x DNs Email addresses and mailboxes Email channel options Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable external URLs Enable feedback Enable Hold options (voice) Enable voice transfer options (voice) Export agent accounts Facebook channel options Genesys Skills Management API Guide Genesys Softphone Getting started Global favorites Gplus Salesforce options Import agents Install or Upgrade process Installed Applications and Databases Installing Language Packs Interaction channels Interaction history advanced search License Validation Lost lead zeros when importing Orgdata Manage agents Manage business attributes by transaction Manage group memberships Manage Hierarchy Manage Team Communicator options Managing and Viewing Crystal Reports Managing Global Events Managing Global Settings Monitoring Applications and Services My Channels options Nice IEX Orgdata Tips Org Data Setup OrgData Outbound channel options Overview Performance DNA Moodle Integration Setup Guide Personal Development Review Personal Development Reviews Platform administration Post upgrade steps Problem Handling Product Version Dependencies Public and private keys PureConnect Billing Configuration Recording options Required changes to api.config in order to work through a proxy Roles Routing Salesforce Billing Configuration Scenario: Onboarding new agents Service client options Settings and configuration overview Single Sign-On Standard responses Statistics options Supervisor options Taking an Assessment Teleopti Orgdata Tips Templates Third party Transactions Twitter channel options Types of Assessments Unable to view PDF nudges Updates to Microsoft Framework 4.6 may break Crystal Reports Use templates to configure agents View audit trail Viewing PureConnect Billing Virtual Queues Voice channel options Voicemail management Voicemail Management within Agent Setup Workitem channel options

None (194) · Journey (4)

Reporting · None · Workforce Management · Genesys Predictive Engagement · Designer · Widgets · Internal Content Administration · Genesys Skills Management · Agent Setup · Outbound (CX Contact) · Genesys Recording, Quality Management, and Speech Analytics · Genesys Multicloud CX Private Edition · Genesys Predictive Routing · Routing and Designer · Digital Channels · Intelligent Workload Distribution · Agent Workspace · Gplus Adapter for WFM · Developer · Voice Microservices

Other values: ; Administrator Agent Agent Desktop Agent folder Billing Data Service Callback Chat Cloud Data Download Service Co-Browse Customer Care Knowledge Customer Success Digital Transformation Email Event Stream Field Support Content Genesys Agent Assist Genesys App Studio Genesys Authentication Genesys Blueprints Genesys Data Layer Genesys Dialog Engine Genesys Docker Documentation Genesys Messaging Aggregation Genesys Multicloud CX Genesys Multicloud CX Mixed Mode Genesys Multicloud CX Release Notes Genesys Sizing Information Genesys Softphone Genesys Use Cases Genesys Voice Platform Genesys Web Services and Applications Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce Gplus Adapter for ServiceNow Gplus Adapter for Siebel CRM Health Check Agent IVR Administration Interaction Server NOPRODUCT Platform Administration Product Support QnA Service RN Automation Warehouse Routing Sales Collateral Self-Help Articles Solutions Success Factors for Genesys Multicloud CX Supervisor System-Level Documentation Telemetry Service Universal Contact Service User Data Management Voice Voicemail Web Services and Applications WebRTC eServices Manager nGAGEMENT test

None (5) · ADInst (4) · Admin (1) · AIUG (14) · AzInst (2) · KBA (10) · Loc (3) · ManageCC (135) · PDNAA (5) · PDNAM (11) · PDNAU (2) · SOO (4) · Source (2)

None (94) · Agent Setup (86) · Agent Setup, Agent Workspace (2) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace, Agent Setup (4) · Platform Administration (10)

None (198)

None (198)