Drilldown: Article

None (12) · No (148) · Yes (16)

DC (8) · Draft:DC (6) · Draft:PEC-DC (35) · Draft:PEC-GSM (59) · Draft:PEC-IWD (24) · PEC-DC (22) · PEC-IWD (22)

None (89) · GenesysCloud (1) · GenesysEngage-cloud (77) · 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 (6) · GenesysEngage_cloud (2)

No · None · Yes · Other

None (139) · Administrator (27) · Administrator, Developer (8) · Adminstrator (2)

Deploy Digital Channels using Docker Compose (4) · Pre-configure tenant objects (4) · Provision API keys (4) · Enable a tenant for Digital Channels (4) · Provisioning overview (4) · Prerequisites (3) · Set up IWD (3)

Other values: ; 3rd Party and Open Source Software Used About AI Connector About Digital Channels About Digital Channels Admin About IWD About IWD Data Mart Archiving and Forgetting Users Azure Deployment Certificates Certificates and Reports Changing Service Account Password Changing your Password Command Line Installation Configure Agent UI Configure Agent UI - Obsolete Configure AI Connector Configure Digital Channels Configure IWD Configure IWD Data Mart 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 Create Service Channel Creating Templates Associated to Roles Creating the Services Crystal Report Default Value Records Deploy Digital Channels in Kubernetes Deploying new localization files to your system Deployment overview DNA DNA Connection error when upgrading to 9.0.x FAQs Genesys Skills Management API Guide Genesys Widgets: Close the chat when an agent disconnects Getting started with Advanced Chat How Digital Channels works How Intelligent Workload Distribution works How IWD works Install or Upgrade process Installed Applications and Databases Installing Language Packs Integrate IWD with Genesys Workforce Management (WFM) Integrate with Genesys Hub Learn about Digital Channels License Validation Logging Logging Out Lost lead zeros when importing Orgdata Lucene query syntax Manage AI Integrations Manage API keys Manage custom variables Manage field codes Manage Hierarchy Manage personally identifiable information Manage SMS Keywords Manage standard responses Managing and Viewing Crystal Reports Managing Global Events Managing Global Settings Metrics Monitor work items and emails Monitoring Applications and Services Nice IEX Orgdata Tips Org Data Setup OrgData Overview Performance DNA Moodle Integration Setup Guide Persistent Chat across Different Domains Personal Development Review Personal Development Reviews Post upgrade steps Problem Handling Product Version Dependencies Provision Digital Channels Provision IWD Provision IWD Data Mart Provision SMS PureConnect Billing Configuration Questions, Answers, and Tests Required changes to api.config in order to work through a proxy Salesforce Billing Configuration Search, display, manage, and update work items Set up Email Set up Facebook and Twitter Set up SMS Set up WhatsApp Setting up Integration for Inbound and Outbound SMS Setting up Integration for Outbound Email Campaigns Taking an Assessment Teleopti Orgdata Tips Tenant Settings Types of Assessments Unable to view PDF nudges Updates to Microsoft Framework 4.6 may break Crystal Reports Upgrade, roll back, or uninstall Digital Channels Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM Upgrade, rollback, or uninstall Digital Channels Use Workload Manager View and set IWD global options View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX Email boxes View, edit, and create Prioritization schemas Viewing Feedback Results Viewing PureConnect Billing Viewing Results

None (63) · Upgrade, rollback, or uninstall (6) · Set up IWD (3) · Prerequisites (3)

Other values: ; Archiving and Forgetting Users Azure Deployment Changing Service Account Password Command Line Installation Configure Agent UI 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 Create Service Channel Creating Templates Associated to Roles Creating the Services Crystal Report Default Value Records Deploy in Kubernetes Deploy using Docker Compose Deploying new localization files to your system DNA DNA Connection error when upgrading to 9.0.x Frequently Asked Questions Genesys Skills Management API Guide Getting started with Advanced Chat How Digital Channels works How IWD works Install or Upgrade process Installed Applications and Databases Installing Language Packs Integrate IWD with WFM Integrate with Genesys Hub Intelligent Workload Distribution IWD Queries License Validation Lost lead zeros when importing Orgdata Manage field codes Manage Hierarchy Manage PII Manage standard responses Managing and Viewing Crystal Reports Managing Global Events Managing Global Settings Monitor work items and emails Monitoring Applications and Services Nice IEX Orgdata Tips Org Data Setup OrgData Overview Performance DNA Moodle Integration Setup Guide Personal Development Review Personal Development Reviews Post upgrade steps Problem Handling Product Version Dependencies Provision SMS PureConnect Billing Configuration Required changes to api.config in order to work through a proxy Salesforce Billing Configuration Search, display, manage, and update work items Set up Email Set up Facebook and Twitter Set up SMS Set up WhatsApp Setting up Integration for Inbound and Outbound SMS Setting up Integration for Outbound Email Campaigns Taking an Assessment Teleopti Orgdata Tips Third party Types of Assessments Unable to view PDF nudges Updates to Microsoft Framework 4.6 may break Crystal Reports Use Workload Manager View and set IWD global options View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX email boxes View, edit, and create Prioritization schemas Viewing PureConnect Billing

None (165) · deploydigital (4) · Journey (4) · sr (3)

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 (9) · ADInst (4) · Admin (1) · Administrator (49) · AIUG (14) · AzInst (2) · DCPEGuide (27) · Deployment (14) · Developers (4) · IWDDMPEGuide (8) · IWDPEGuide (9) · KBA (10) · Loc (3) · PDNAA (5) · PDNAM (11) · PDNAU (2) · SOO (4)

None (160) · Agent Setup, Agent Workspace, Digital Channels (2) · Agent Setup, Platform Administration (2) · Agent Workspace, Agent Setup (4) · Agent Workspace, Agent Setup, Digital Channels (2) · Designer (4) · intelligent Workload Distribution (2)

None (171) · BO02 (3) · BO02, BO03 (2)

None (156) · 21ecf3f4-ef12-4276-8872-1e0e3af9561e (1) · 2cad3824-b3b9-43aa-a726-143cc1aaefe2 (1) · 55cef4ff-9306-4313-8fd8-377282a38478 (5) · 7a5823f3-05b5-412b-b580-e73e34079c41 (1) · 9c3ae89b-4f75-495b-85f8-d8c4afcb3f97 (6) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (6)