Drilldown: Article

None (13) · No (89) · Yes (16)

Draft:GAM (25) · Draft:PEC-IWD (24) · Draft:VM (15) · GAM (22) · PEC-IWD (22) · VM (10)

None (51) · GenesysCloud (46) · GenesysEngage-cloud (19) · GenesysEngage_cloud (2)

No · None · Yes · Other

None (101) · Administrator (14) · Administrator, Developer (3)

Set up IWD (3) · About metrics (3) · Available metrics (3)

Other values: ; About IWD About IWD Data Mart About user accounts About Voice Microservices Agent Assist Before you begin Change agent or team leader password Configure challenges and leaderboard settings Configure IWD Configure IWD Data Mart Configure login and logout exceptions Configure manager and team leader accounts Configure powerhouse performance points Configure the Voicemail Service Configure Voice Microservices Consul requirements for Voice services Deploy Voice Microservices FAQs Feature support and known limitations Get nGAGEMENT Get started How Intelligent Workload Distribution works How IWD works Initial configuration in nGAGEMENT Integrate IWD with Genesys Workforce Management (WFM) KPI display types Logging Lucene query syntax Manage metrics Manage nGAGEMENT Manage preset filters Manage your user account Monitor work items and emails nGAGEMENT overview nGAGEMENT permissions nGAGEMENT setup wizard nGAGEMENT system requirements Provision IWD Provision IWD Data Mart Provision the Voicemail Service Provision trunk and softswitch Provision Voice Microservices Redis requirements for Voice services Search, display, manage, and update work items Set up Email Submit a support ticket Subscribe to nSight Testing purposes only Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM Upgrade, rollback, or uninstall the Voicemail Service Upgrade, rollback, or uninstall Voice Microservices Use Workload Manager View a list of current users 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

None (29) · Upgrade, rollback, or uninstall (6) · Available metrics (3) · Set up IWD (3)

Other values: ; About metrics About user accounts Agent Assist Change agent or team leader password Configure challenges and leaderboard settings Configure login and logout exceptions Configure manager and team leader accounts Configure powerhouse performance points Configure the Voicemail Service Consul requirements for Voice services Feature support Frequently Asked Questions How IWD works Initial configuration Integrate IWD with WFM Intelligent Workload Distribution IWD Queries KPI display types Manage metrics Manage nGAGEMENT Manage preset filters Manage your user account Monitor work items and emails nGAGEMENT overview nGAGEMENT permissions Provision the Voicemail Service Provision trunk and softswitch Redis requirements for Voice services Search, display, manage, and update work items Set up Email Submit a support ticket Subscribe to nSight System requirements Testing purposes only Upgrade, rollback, or uninstall the Voicemail Service Use Workload Manager View a list of current users 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

None (114) · 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 (9) · Admin (38) · Administrator (27) · Deployment (2) · IWDDMPEGuide (8) · IWDPEGuide (9) · VMPEGuide (25)

None (114) · Agent Setup, Platform Administration (2) · intelligent Workload Distribution (2)

None (113) · BO02 (3) · BO02, BO03 (2)

None (96) · 2cad3824-b3b9-43aa-a726-143cc1aaefe2 (2) · 55cef4ff-9306-4313-8fd8-377282a38478 (6) · 7a5823f3-05b5-412b-b580-e73e34079c41 (1) · 9c3ae89b-4f75-495b-85f8-d8c4afcb3f97 (6) · e58addd1-923c-445b-b6f5-f0225a55bd15 (1) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (6)