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None (183) · GenesysCloud (42) · GenesysEngage-cloud (143) · GenesysEngage-cloud, PureConnect, GenesysCloud (8) · GenesysEngage-onpremises (12) · PureConnect (1)

None (94) · No (283) · Yes (9)

None (311) · Administrator (3) · Administrator, Agent, Developer, Supervisor (2) · Agent (15) · Agent, Supervisor (56) · Developer (1)

None (40) · Getting started (10) · Packages (4) · Activity History (4) · How to manage inbound calls (4) · Screen pops (4) · Agent Assist tab (4) · How to install the Gplus Adapter (3) · New in this Release (3) · How to configure the Gplus Adapter (3) · Prerequisites and browser support (3) · Logging in and out (3)

Other values: ; About metrics About user accounts Access and supported channels Access Management Action Items Activity History for interactions Activity History workings Adapter basics Adding a new summary section (Display title) Administrator Roles After Call Work Timer Agent Activity Business Result report Agent Assist tab in Workspace Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agent Workspace (v9) Agents reports All About Voice Answering Calls Applications, roles, and permissions Architecture Available metrics Barb's Call Flow Diagrams 3/20 Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Certificates Management Change agent or team leader password Changing your Status Channels and the Channels tab Chat Chat reports Click-to-call feature Click-to-dial Co-browse reports Co-browse sessions Coaching Configuration in Microsoft Unified Service Desk (USD) Configuration with Channel Integration Framework (CIF) version 1.0 Configuration with Channel Integration Framework (CIF) version 2.0 Configurations Configure Agents Configure challenges and leaderboard settings Configure login and logout exceptions Configure manager and team leader accounts Configure powerhouse performance points Configure the Browser Configuring a summary section (display title) Configuring an Endpoint for Event Stream Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Connecting Genesys services Consul Contact History Export Reference Contact List Effectiveness Report Contacts and interactions Corinne's callback diagram-2/20 Danna's Diagrams Dashboards Deleting a summary section (display title) Deploying your configuration set (display title) Designer reports Details reports Email Email reports Exporting Data Files Facebook Chat GCA Genesys Multicloud CX reports Genesys Portal application access Genesys Portal metrics Genesys Predictive Engagement Chat Interaction Get nGAGEMENT Get Started with Genesys Agent Assist for Genesys Multicloud CX Get started with Gplus Adapter Getting Started with Event Stream Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce (v9) Grafana Help for Article Topics How autogranting works How to configure and customize screen pops How to configure the Workflow Designer How to handle a workitem How to handle outbound calls How to handle screen pops in ServiceNow How to install the Workflow Designer How to make outbound calls How to manage workitems How to use the Workflow Designer Image size tests-3/20 Initial configuration in nGAGEMENT Installation in Microsoft Dynamics 365 Installation in Microsoft Unified Service Desk (USD) Installing Data Uploader Integrate Predictive Engagement using an Architect workflow - Feature Description Interaction Flow Details report Interaction Handling Attempt Details report Interaction history views Interaction Service Interaction Transcript Internal interactions Introduction Introduction to SpeechMiner Know more about supported features Knowledge tab KPI display types Log in Log into SpeechMiner Logging in Manage metrics Manage nGAGEMENT Manage preset filters Manage your user account Matrix Tables Feedback Form Media Player Messaging MIGRATION DISCOVERY - CAPABILITY MATRIX MIGRATION DISCOVERY - USE CASES MATRIX Multi-site trading Navigating Agent Workspace nGAGEMENT setup wizard OLD Agent Assist tab Omnichannel Desktop Outbound campaigns Outbound Contact reports Overview Package Performance Tracker Popular tasks Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare your tenant Prerequisites Prerequisites for Microsoft Dynamics 365 Prerequisites for Microsoft Unified Service Desk (USD) Profile lookup with Adobe Experience Platform Profile Permissions Quality Management Queue Summary Customer Segment report Queues reports Related interactions Reports Schedule Callback Scheduling the Data Uploader to run daily Screen pops configuration Screen pops customization Screen pops functioning Single sign-on SMS Chat SpeechMiner Deployments SpeechMiner Menu Reference Standard responses Submit a support ticket Subscribe to nSight Support Material for Genesys UseCases System communications with the Genesys Multicloud CX Platform Team Communicator Test - Salesforce lead creation and campaign attribution - flow process diagram Test title The click-to-call feature The Contact Directory and contact management The Workflow Debugger Tools Topics Categories and Programs Twitter Chat Use a script to help agents view, create, and update a Salesforce lead User communications with the Genesys Multicloud CX platform User communications with the Genesys Multicloud CX platform over a private network User communications with the Genesys Multicloud CX platform over PSTN User communications with the Genesys Multicloud CX platform over the Internet User Data Management User Interfaces (UI) Using Sensitive Data Videos: Using Workspace View a list of current users Viewing exception totals Voice Calls Voice Microservices Voice taxes (United States) Voicemail for Supervisors What are screen pops? What is the Workflow Designer? WhatsApp Chat Workbins Working with Gplus Adapter for Salesforce Working with Jobs Working with TOCs Workitems

None (84) · Getting started (10) · Screen pops (6) · Activity History (6) · Configuration (6) · Click-to-call (4) · Packages (4) · Installation (4) · Functioning (4) · Description (4) · Workitems (4) · Prerequisites (3) · Logging in and out (3)

Other values: ; About About metrics About user accounts Access and supported channels Access Management Adapter configuration Adapter installation Adding a new summary section (ToC title) After Call Work Timer Agent Activity Business Result report Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agent Workspace Agent Workspace (v9) Agents reports Applications, roles, and permissions Available metrics Barb's Call Flow Diagrams 3/20 Basics Business Results reports Callback Details Report Callback reports Callback Summary Report Calls Campaign Callbacks Summary Report Campaign Summary Report Capability Matrix Certificates Management Change agent or team leader password Channels and the Channels tab Chat Chat reports Click-to-dial Co-browse reports Co-browse sessions Configuration in Microsoft USD Configuration with CIF V1.0 Configuration with CIF V2.0 Configurations Configure Agents Configure challenges and leaderboard settings Configure login and logout exceptions Configure manager and team leader accounts Configure powerhouse performance points Configuring a summary section (ToC title) Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Consul Contact List Effectiveness Report Contacts and interactions Corinne's callback diagram-2/20 Customization Danna's Diagrams Dashboards Deleting a summary section (Toc title) Deploying your configuration set (ToC title) Designer reports Details reports Email Email reports Facebook Chat Genesys Multicloud CX Genesys Multicloud CX reports Genesys Portal application access Genesys Portal metrics Genesys Predictive Engagement Getting Started with Event Stream Gplus Adapter basics Gplus Adapter for Salesforce (v9) Grafana How autogranting works How to handle a workitem How to handle screen pops in ServiceNow Image size tests-3/20 Inbound calls Initial configuration Installation in Microsoft D365 Installation in Microsoft USD Installing Data Uploader Integrate Predictive Engagement using an Architect workflow - Feature Description Interaction Flow Details report Interaction Handling Attempt Details report Interaction history views Internal interactions Introduction Knowledge tab KPI display types Make outbound calls Manage inbound calls Manage metrics Manage nGAGEMENT Manage preset filters Manage your user account Messaging Multi-site trading Navigating Agent Workspace New in this Release OLD Agent Assist Omnichannel Desktop Outbound calls Outbound campaigns Outbound Contact reports Overview Package Performance Tracker Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare your tenant Prerequisites and browser support Prerequisites for Microsoft D365 Prerequisites for Microsoft USD Profile lookup with Adobe Experience Platform Queue Summary Customer Segment report Queues reports Related interactions Schedule a callback Scheduling the Data Uploader to run daily Screen pop configuration Single sign-on SMS Chat Standard responses Submit a support ticket Subscribe to nSight Supported features System communications with the platform Team Communicator Test title The Contact Directory and contact management Twitter Chat Use a script to help agents view, create, and update a Salesforce lead Use Cases Matrix User communications over a private network User communications over PSTN User communications over the Internet User communications with the platform User Data Management User Interfaces (UI) Using Sensitive Data Videos: Using Workspace View a list of current users Viewing exception totals Voice Voice taxes Voicemail for Supervisors WhatsApp Chat Workbins Workflow Debugger Working with Gplus Adapter Workings

None (374) · ADResponse (6) · ADResponses (2) · UserComms (4)

None (13) · Administrator (13) · Agent Desktop (2) · Agent Workspace (59) · Cloud Data Download Service (2) · Event Stream (9) · Genesys Agent Assist (7) · Genesys Recording, Quality Management, and Speech Analytics (17) · Genesys Skills Management (6) · Genesys Use Cases (2) · Gplus Adapter for Microsoft Dynamics 365 (63) · Gplus Adapter for Salesforce (14) · Gplus Adapter for ServiceNow (36) · Gplus Adapter for Siebel CRM (6) · Health Check Agent (7) · Internal Content Administration (12) · nGAGEMENT (40) · Reporting (34) · Sales Collateral (9) · Success Factors for Genesys Multicloud CX (6) · test (4) · User Data Management (14) · Voicemail (1) · Workforce Management (10)

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 · Designer · Workforce Management · Reporting, Reporting GCXI · Recording · Agent Setup · CX Contact · Pulse Reporting · Platform Administration · Workforce Administration · Callback · IVR Administration · Reporting GCXI · Agent Workspace, Agent Setup · Agent Workspace · Cloud Data Download Service · App Studio · Agent Desktop · Agent Setup, Designer, Platform Administration · Pulse Reporting, Reporting GCXI

Other values: ; Agent Setup, Agent Workspace Agent Setup, Agent Workspace, Digital Channels Agent Setup, Cloud Data Download Service Agent Setup, Platform Administration Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI Agent Workspace, Agent Setup, Designer Agent Workspace, Agent Setup, Designer, Outbound Agent Workspace, Agent Setup, Digital Channels Agent Workspace, Agent Setup, Intelligent Workload Distribution Agent Workspace, Agent Setup, Pulse Reporting, Reporting GCXI, Workforce Management Agent Workspace, Designer, Pulse Reporting, Reporting GCXI Agent Workspace, Platform Administration Agent Workspace, Workforce Management Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI Designer, Platform Administration GPR Core Platform Genesys Portal Outbound,Outbound Administration Platform Administration, Agent Setup, Designer Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI Reporting Administration GCXI Reporting Administration GCXI, Reporting GCXI WEM Workforce Administration, Workforce Management intelligent Workload Distribution

None (386)

None (386)