Drilldown: Article

None (7) · No (69) · Yes (4)

Draft:AS (1) · Draft:GPR (23) · Draft:PEC-Admin (5) · Draft:PEC-Dev (14) · Draft:PEC-DevC (1) · Draft:PEC-IWD (12) · Draft:PEC-REP (1) · Draft:SF (7) · Draft:WFM (3) · GASN (1) · PE-GPR (1) · PEC-IWD (11)

None · GenesysEngage-cloud · PureConnect, GenesysCloud, GenesysEngage-cloud · GenesysEngage-onpremises · GenesysCloud · GenesysEngage-cloud, PureConnect, GenesysCloud · GenesysEngage-onpremises, PureConnect, GenesysCloud · PureConnect, GenesysCloud · GenesysEngage-cloud, PureConnect · PureEngage · PureConnect · PureConnect, GenesysEngage-cloud · GenesysEngage-onpremises, GenesysCloud · GenesysCloud, GenesysEngage-cloud · Genesys Multicloud CX · PrivateEdition · GenesysEngage-cloud, GenesysCloud · GenesysEngagecloud · GenesysEngage_cloud · GeneysyEngage_cloud · Private Edition · 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. · Other

None (35) · No (44) · Yes (1)

None (72) · Administrator (7) · Administrator, Supervisor (1)

Monitor work items and emails (2) · Use Workload Manager (2) · Media namespace (2) · Roles and privileges for Workload Manager users (2) · How IWD works (2) · How Intelligent Workload Distribution works (2) · System namespace (2) · Search, display, manage, and update work items (2) · Configure IWD (2) · View, edit, and create Endpoints (2) · View Summary (2) · View, edit, and create Categories and Rules (2) · Voice namespace (2) · View, edit, and create Prioritization schemas (2)

Other values: ; Activity History Agent Details Activity Report Agent namespace All About Voice Appendix: Supported Encodings Click-to-Dial Collaboration Configuration namespace Configuring SSO Database Maintenance Deploy the URS Strategy Subroutines Developer Console Developer Sandbox Developing with the Service Client API Digital Email namespace Genesys Multicloud CX APIs Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) How Does GPR Score Agents? How to handle a workitem Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Interaction namespace Migrating to Gplus Adapter (v9) Monitor predictor feature coverage Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Routing Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Strategy Subroutines Monitoring and Logging System Requirements, Pre-Requisites, and Planning Using Copy and Paste Format for Statistics Using the Developer Console View and set IWD global options WFM Configuration Objects WFM Policy Objects

None (3) · Use Workload Manager (2) · Monitor work items and emails (2) · Media namespace (2) · Intelligent Workload Distribution (2) · Roles and privileges for Workload Manager users (2) · How IWD works (2) · System namespace (2) · Search, display, manage, and update work items (2) · View Summary (2) · View, edit, and create Prioritization schemas (2) · Configure IWD (2) · View, edit, and create Categories and Rules (2) · Voice namespace (2) · View, edit, and create Endpoints (2)

Other values: ; Activity History Agent Details Activity Report Agent namespace Appendix: Supported Encodings Click-to-Dial Collaboration Configuration namespace Configuring SSO Database Maintenance Deploy the URS Strategy Subroutines Developer Console Developing with the Service Client API Digital Email namespace Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) How Does GPR Score Agents? How to handle a workitem Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Interaction namespace Migrating to Gplus Adapter (v9) Monitor predictor feature coverage Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Routing Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Strategy Subroutines Monitoring and Logging System Requirements, Pre-Requisites, and Planning Using Copy and Paste Format for Statistics View and set IWD global options Voice WFM Configuration Objects WFM Policy Objects

None · WebChat · Modules · ArchFlow · JourneyData · RealTime · Segments · Journey · sr · ContentOffers · WebMessaging · DevTracking · WebActions · Analytics · Outcomes · UtilityMethods · EventsMethods · ActionMaps · bots · Sessions

Other values: ; ADResponse ADResponses AgentDesktopHelm AuthenticationHelm BasicApp CX ContactHelm CallbackClickToCall CallbackHelm Compliance Cookies DesignerHelm Digital ChannelsHelm EmailHelm EventStreamHelm FormTrackAPI FreqCap GCXIHelm GIMHelm GPR Data Upload GPRAnalysis GPRDataUpload GVPHelm GWSHelm Genesys PulseHelm IWD Data MartHelm Intelligent Workload DistributionHelm InteractionServerHelm Journey Shaping Metrics OSHelp Outbound ReportingAnalyticsHelm Segments, Outcomes, ActionMaps TelemetryHelm UCSHelm UserComms VoiceHelm VoiceMicroservicesHelm WebChatService WebRTCHelm WebTrackingLimit api.session deploydigital email, digital initialization methods

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 (4) · Admin (6) · Administrator (34) · Agent (1) · Deployment (23) · DevConsole (1) · Developer (1) · Help (1) · RPRT (1) · SCAPI (8)

None (75) · Agent Workspace (1) · Agent Workspace, Agent Setup (1) · Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI (1) · Agent Workspace, Designer, Pulse Reporting, Reporting GCXI (1) · Reporting, Reporting GCXI (1)

None (78) · BO02, BO03 (2)

None (80)