Drilldown: Article

None (52) · No (189) · Yes (79)

Draft:PEC-WFM (40) · Draft:PEC-REP (35) · PEC-WFM (35) · Draft:PEC-AD (25) · PEC-AD (25) · Draft:PEC-REC (20) · GASN (10) · Draft:PEC-GSM (8) · Draft:PEC-GPA (7) · Draft:PEC-Admin (7) · PEC-GPA (7) · Draft:PEC-SF (6) · Draft:GAA (6) · Draft:GASN (6) · Draft:PEC-CDDS (5) · PEC-CDDS (5) · Draft:WID (4) · Solution (4) · Draft:Solution (4) · Draft:GAMD (4)

Other values: ; ATC Draft:AS Draft:ATC Draft:ContentAdmin Draft:GASL Draft:GAWFM Draft:PE-GPR Draft:PEC-AS Draft:PEC-CAB Draft:PEC-Chat Draft:PEC-COB Draft:PEC-DC Draft:PEC-Dev Draft:PEC-Email Draft:PEC-GS Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-OU Draft:PEC-ROU Draft:PEC-VM Draft:PEC-Voice GASL PE-GPR PEC-Admin PEC-AS PEC-CAB PEC-Chat PEC-COB PEC-DC PEC-Email PEC-GS PEC-IVR PEC-IWD PEC-OU PEC-REC PEC-REP PEC-ROU PEC-VM PEC-Voice UseCases User:Jumunn WID

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 (58) · No (262)

None (106) · Administrator (53) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (15) · Administrator, Developer (6) · Administrator, Developer, Supervisor (4) · Agent (71) · Agent, Supervisor (52) · Developer (7)

Getting started (6) · Viewing exception totals (3) · Logging in and out (3) · Multi-site trading (3) · How autogranting works (3)

Other values: ; 3rd Party and Open Source Software Used Activity History Adding exceptions to your schedule Administration Agent Activity Business Result report 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 Barb's Call Flow Diagrams 3/20 Bidding Bidding on overtime Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Changing your Status Channels and the Channels tab Chat Chat reports Click-to-dial Cloud Data Download Service Co-browse reports Co-browse sessions Collaboration Configuration Configure Agents Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Contact History Export Reference Contact List Effectiveness Report Contacts and interactions Content browser Create a new dashboard Create a new search Creating trade proposals Customer Service Automation Solution Guide (Genesys Multicloud CX) Dashboard Dashboards Deploying Widgets Designer reports Details reports Developer Sandbox Digital Email Email reports Engage Widget Explore Explore terms Export Facebook Chat FAQs for agents Genesys Base Cases for Genesys Multicloud CX Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX APIs Genesys Multicloud CX Platform Availability FAQs Genesys Multicloud CX reports Genesys Portal content accessibility Genesys Predictive Engagement Chat Interaction Genesys Skills Management API Guide Genesys Softphone for Agents and Supervisors Get Started with Genesys Agent Assist for Genesys Multicloud CX Get started with Genesys Multicloud CX Get started with Gplus Adapter Getting Started with CX Contact Gplus Adapter for Salesforce (v9) How Agent Setup works How Agent Workspace works How bidding works How Callback works How Chat works How Cloud Data Download Service works How Co-browse works How Digital Channels works How Email works How Genesys Softphone works How Gplus Adapter for Salesforce works How Intelligent Workload Distribution works How IVR works How Outbound works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How Reporting works How Routing works How to configure and customize screen pops How to configure the Gplus Adapter How to create a chatbot How to handle a workitem How to handle screen pops in ServiceNow How to install the Gplus Adapter How to make outbound calls How to manage inbound calls How Voice works How Widgets works How Workforce Management works Inbound Installing Data Uploader Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integrating Gplus Adapter in Lightning Interaction Flow Details report Interaction Handling Attempt Details report Interaction history views Interaction lists Internal interactions Know more about supported features Log in Logging in Managing multi-site trade proposals Managing single-site trade proposals Managing widgets Managing your preferences Managing your schedule bid assignments Managing your time-off requests Mary WEM in Engage cloud hybrid article My Messages widget Navigating Agent Workspace New in this Release Omnichannel Desktop Outbound campaigns Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Performance DNA Moodle Integration Setup Guide Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Preferences Prepare your tenant Prerequisites Prerequisites and browser support Prerequisites for Genesys Engage on-premisess Deployments Prerequisites for Genesys Multicloud CX Deployments Provisioning Genesys Multicloud CX Hybrid Integrations Queue Summary Customer Segment report Queues reports Related interactions Report widget Routing Saved searches Schedules Scheduling the Data Uploader to run daily Screen Pops Screen Recordings Search Filter Search Results grid SMS Chat Standard responses System communications with the Genesys Multicloud CX Platform Team Communicator test2 TestStandalone The Contact Directory and contact management Time off Trading Trending Twitter Chat 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 Using availability patterns Using common settings and controls Using Predictive Engagement in Genesys Multicloud CX Using shared transport Videos: Using Workspace Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice Calls Voicemail for agents and supervisors Voicemail for Supervisors WebChat Widget WFM Web Content Accessibility What is an interaction WhatsApp Chat Which version am I using? Workbins Workforce Management Product Alerts Working with dashboards Working with Gplus Adapter for Salesforce Working with saved trending filters Workitems

None (23) · Getting started (8) · Email (4) · How autogranting works (3) · Viewing exception totals (3) · Multi-site trading (3) · Logging in and out (3)

Other values: ; Activity History Adapter configuration Adapter installation Adding exceptions to your schedule Administration Agent Activity Business Result report 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 AutoSolutions Barb's Call Flow Diagrams 3/20 Bidding Bidding on overtime Business Results reports Callback Callback Details Report Callback reports Callback Summary Report Calls Campaign Callbacks Summary Report Campaign Summary Report Channels and the Channels tab Chat Chat reports Click-to-dial Cloud Data Download Service Co-browse Co-browse reports Co-browse sessions Collaboration Configuration Configure Agents Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Contact History Export Reference Contact List Effectiveness Report Contacts and interactions Content browser Create a new dashboard Create a new search createchatbot Creating trade proposals Dashboard Dashboards Deploying Widgets Designer reports Details reports Digital Email reports Engage Widget Explore Explore terms Export Facebook Chat Genesys Multicloud CX Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX Prerequisites Genesys Multicloud CX reports Genesys Portal content accessibility Genesys Predictive Engagement Genesys Predictive Engagement in Genesys Engage on-premises Genesys Skills Management API Guide Get started with Genesys Multicloud CX Gplus Adapter basics Gplus Adapter for Salesforce (v9) Gplus Adapter SF How Agent Workspace works How bidding works How Chat works How Digital Channels works How Genesys Softphone works How IVR works How IWD works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How reporting works How routing works How to handle a workitem How to handle screen pops in ServiceNow How voice works How Widgets works How Workforce Management works Inbound Installing Data Uploader Integrating Gplus Adapter in Lightning Interaction Flow Details report Interaction Handling Attempt Details report Interaction history views Interaction lists Internal interactions Make outbound calls Manage inbound calls Managing multi-site trade proposals Managing single-site trades proposals Managing widgets Managing your preferences Managing your schedule bid assignments Managing your time-off requests Mary WEM in Engage cloud hybrid article My Messages widget Navigating Agent Workspace New in this Release Omnichannel Desktop Outbound campaigns Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Performance DNA Moodle Integration Setup Guide Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Preferences Prepare your tenant Prerequisites Prerequisites and browser support Prerquisites Provisioning Queue Summary Customer Segment report Queues reports Related interactions Report widget Routing Saved searches Schedule Scheduling the Data Uploader to run daily Screen pop configuration Screen Pops Screen Recordings Search Filter Search Results grid SMS Chat Standard responses Supported features System communications with the platform Team Communicator test2 The Contact Directory and contact management Third party Time off Trading Trending Twitter Chat User communications over a private network User communications over PSTN User communications over the Internet User communications with the platform Using availability patterns Using common settings and controls Using Predictive Engagement in Genesys Multicloud CX Using shared transport Videos: Using Workspace Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice Voicemail for agents and supervisors Voicemail for Supervisors WebChat Widget WFM Web Content Accessibility What is an interaction WhatsApp Chat Workbins Working with dashboards Working with Gplus Adapter Working with saved trending filters Workitems

None (313) · bots (2) · OSHelp (1) · UserComms (4)

None (9) · Administrator (4) · Agent Setup (2) · Agent Workspace (50) · Callback (2) · Chat (2) · Cloud Data Download Service (10) · Co-Browse (2) · Digital Channels (2) · Email (2) · Genesys Agent Assist (6) · Genesys Predictive Engagement (6) · Genesys Predictive Routing (2) · Genesys Recording, Quality Management, and Speech Analytics (21) · Genesys Skills Management (8) · Genesys Softphone (4) · Genesys Use Cases (1) · Gplus Adapter for Microsoft Dynamics 365 (4) · Gplus Adapter for Salesforce (14) · Gplus Adapter for ServiceNow (15) · Gplus Adapter for Siebel CRM (2) · Gplus Adapter for WFM (1) · Intelligent Workload Distribution (2) · Internal Content Administration (3) · IVR Administration (2) · NOPRODUCT (1) · Outbound (CX Contact) (5) · Reporting (36) · Routing and Designer (2) · Solutions (8) · Success Factors for Genesys Multicloud CX (6) · Voice (2) · Voicemail (3) · Widgets (6) · Workforce Management (75)

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 (185) · Agent Setup (2) · Agent Setup, Cloud Data Download Service (2) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace (3) · Agent Workspace, Agent Setup (3) · Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI (1) · Agent Workspace, Agent Setup, Designer (4) · Agent Workspace, Agent Setup, Designer, Outbound (2) · Agent Workspace, Agent Setup, Digital Channels (2) · Agent Workspace, Agent Setup, Intelligent Workload Distribution (2) · Agent Workspace, Designer, Pulse Reporting, Reporting GCXI (1) · Agent Workspace, Platform Administration (2) · Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI (2) · Cloud Data Download Service (8) · CX Contact (2) · Designer (2) · Designer, Platform Administration (2) · Genesys Portal (2) · GPR Core Platform (2) · IVR Administration (2) · Outbound,Outbound Administration (1) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Recording (21) · WEM (1) · Workforce Administration (2) · Workforce Administration, Workforce Management (2) · Workforce Management (58)

None (296) · BO02, BO03 (2) · CE01 (6) · CE01, CE02, CE03 (2) · CE09,CE10 (2) · CE16 (2) · CE16, CE18, CE19, CE27, CE29 (2) · ce18, ce31 (2) · CE27 (2) · CE31, CE41, EE31 (2) · EE01, EE02, EE03, EE10-A, EE28 (2)

None (320)