Drilldown: Article

None (39) · No (55) · Yes (6)

Draft:PEC-AS (36) · Draft:PEC-CAB (1) · Draft:PEC-DC (13) · Draft:PEC-Dev (1) · Draft:PEC-ES (1) · Draft:PEC-GPA (1) · Draft:PEC-GS (2) · Draft:PEC-IVR (1) · Draft:PEC-IWD (7) · Draft:PEC-PA (1) · Draft:PEC-REC (1) · Draft:PEC-REP (1) · Draft:PEC-WFM (1) · PEC-AS (10) · PEC-CAB (1) · PEC-DC (11) · PEC-ES (1) · PEC-GPA (1) · PEC-GS (1) · PEC-IVR (1) · PEC-IWD (4) · PEC-REC (1) · PEC-REP (1) · PEC-WFM (1)

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 (29) · No (70) · Yes (1)

None (69) · Administrator (29) · Adminstrator (2)

None (24)

Other values: ; (New) Task summary: contact center setup About Digital Channels Admin Accessibility Agent desktop settings overview Agent settings overview Configure a multi-channel contact center Configure Agent UI Configure Agent UI - Obsolete Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure voice ringtones (voice) Create and manage agent skills Create and manage administrators (in buik) Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer and routing options (voice) FAQs Getting started with Advanced Chat Import agents Integrate IWD with Genesys Workforce Management (WFM) Interaction channels Lucene query syntax Manage AI Integrations Manage API keys Manage business attributes by transaction Manage group memberships Manage personally identifiable information Manage SMS Keywords Manage statistics for agents and resources Manage Team Communicator options My Channels options Popular tasks Prepare for Gmail integration Recording options Service Client options Set up Email Set up Facebook and Twitter Set up IWD Set up SMS Set up WhatsApp Settings and configuration overview Tenant Settings Use templates to configure agents Virtual Queues Work with Agent Setup

None (33) · Configure Agent UI (3) · Getting started with Advanced Chat (2) · Virtual Queues (2) · Settings and configuration overview (2) · Set up WhatsApp (2) · Set up SMS (2) · Set up Facebook and Twitter (2) · Service client options (2) · Recording options (2) · My Channels options (2) · Manage PII (2) · IWD Queries (2) · Integrate IWD with WFM (2) · Frequently Asked Questions (2) · Create and manage agent skills (2) · Agent desktop settings overview (2) · Agent settings overview (2) · Configure a multi-channel contact center (2)

Other values: ; (New) Task summary: contact center setup Accessibility Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure voice ringtones Create and manage administrators (In bulk) Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer options (voice) Import agents Interaction channels Manage business attributes by transaction Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Popular tasks Prepare for Gmail integration Set up Email Set up IWD Use templates to configure agents Work with Agent Setup

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

None (8) · Agent Setup (46) · Callback (2) · Digital Channels (18) · eServices Manager (2) · Genesys Recording, Quality Management, and Speech Analytics (2) · Genesys Softphone (3) · Gplus Adapter for Salesforce (2) · Intelligent Workload Distribution (10) · IVR Administration (2) · Platform Administration (1) · Reporting (2) · Workforce Management (2)

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

None (76) · Agent Setup (12) · Agent Setup, Agent Workspace, Digital Channels (2) · Agent Workspace, Agent Setup (6) · Designer (2) · intelligent Workload Distribution (2)

None (97) · BO02 (3)

None (100)