Drilldown: Article

None (44) · No (226) · Yes (79)

Draft:PEC-AS (48) · PE-GPR (47) · PEC-AS (46) · Draft:PE-GPR (38) · Draft:PEC-REP (35) · Draft:PEC-REC (20) · Draft:PEC-GSM (8) · Draft:PEC-Admin (7) · Draft:PEC-SF (6) · Draft:PEC-CDDS (5) · Draft:PEC-WFM (5) · PEC-CDDS (5) · Draft:GAA (5) · GASN (4) · Draft:WID (4) · Draft:Solution (4) · PEC-WFM (4) · Solution (4)

Other values: ; ATC Draft:AS Draft:ATC Draft:ContentAdmin Draft:GAWFM Draft:PEC-AD Draft:PEC-CAB Draft:PEC-Chat Draft:PEC-COB Draft:PEC-DC Draft:PEC-Dev Draft:PEC-Email Draft:PEC-GPA Draft:PEC-GS Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-OU Draft:PEC-ROU Draft:PEC-VM Draft:PEC-Voice PEC-AD PEC-Admin PEC-CAB PEC-Chat PEC-COB PEC-DC PEC-Email PEC-GPA 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 (59) · No (290)

None (156) · Administrator (141) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (15) · Administrator, Developer (6) · Administrator, Developer, Supervisor (4) · Administrator, Reviewer (2) · Agent, Supervisor (4) · Developer (7) · Staff (8)

Monitor predictor feature coverage (4) · Create and update users and roles (4) · The Settings menu (4) · What you can monitor (4) · View KPI outcome (4) · View model accuracy (4) · Upload interaction and other data (3) · How to configure score expressions (3) · Agent Variance report (3) · View the Agent Profile schema (3) · View uploaded datasets (3) · View the Customer Profile schema (3) · Routing (3) · Create and update predictors (3) · Feature Analysis report (3)

Other values: ; 3rd Party and Open Source Software Used A/B model performance testing Access Groups Add and manage Caller ID Administration Agent Activity Business Result report Agent and contact center statistics Agent Group Membership Details report Agent groups Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agents reports All About Voice Barb's Call Flow Diagrams 3/20 Blob Storage Bulk import Business attributes Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Capacity rules Case and toast data Channel options Chat channel options Chat reports Cloud Data Download Service Co-browse reports Collaboration Configure Agents Configure an account Configure global login Configure your password policies Configure, train, and test models 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 Content browser Create a new dashboard Create a new search Create and manage agent groups Create and manage agents Create and manage custom agent states Create and test predictors and models Create and train predictors and models Customer Service Automation Solution Guide (Genesys Multicloud CX) Dashboard Dashboards Deploying Widgets Designer reports Desktop Views options Details reports Developer Sandbox Digital Dispositions DNs Email addresses and mailboxes Email channel options Email reports Enable external URLs Enable feedback Engage Widget Explore Explore terms Export Export agent accounts Facebook channel options 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 Skills Management API Guide Genesys Softphone Genesys Softphone for Agents and Supervisors Get Started with Genesys Agent Assist for Genesys Multicloud CX Get started with Genesys Multicloud CX Getting Started with CX Contact Global favorites Gplus Adapter for Salesforce options How Agent Setup works How Agent Workspace works How Callback works How Chat works How Cloud Data Download Service works How Co-browse works How Digital Channels works How Does GPR Score Agents? 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 install the Gplus Adapter 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 advanced search Interaction lists Manage agents and other users Managing widgets Mary WEM in Engage cloud hybrid article My Messages widget Omnichannel Desktop Outbound channel options Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Performance DNA Moodle Integration Setup Guide Platform administration 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 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 Report widget Reset a password Reset your password Roles Routing Scenarios Using GPR Saved searches Scenario: Onboarding agents and supervisors Scheduling the Data Uploader to run daily Screen Recordings Search Filter Search Results grid Single Sign-On Standard responses Statistics options Supervisor options System communications with the Genesys Multicloud CX Platform Templates test2 TestStandalone Transactions Trending Twitter channel options Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application 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 Predictive Engagement in Genesys Multicloud CX View Agent Details View audit trail View Customer Details View Datasets Trends and Reports View jobs reports and details View your uploaded data Voice channel options Voicemail for agents and supervisors Voicemail management Voicemail Management within Agent Setup WebChat Widget WFM Web Content Accessibility What is an interaction Which version am I using? Workforce Management Product Alerts Working with dashboards Working with saved trending filters Workitem channel options

None (18) · View model accuracy (4) · Create and update users and roles (4) · The Settings menu (4) · View KPI outcome (4) · Monitor predictor feature coverage (4) · What you can monitor (4) · Feature Analysis report (3) · Agent Variance report (3) · Upload interaction and other data (3) · Create and update predictors (3) · How to configure score expressions (3) · Routing (3) · View the Agent Profile schema (3) · View the Customer Profile schema (3) · View uploaded datasets (3)

Other values: ; A/B model performance testing Access Groups Adapter configuration Adapter installation Administration Agent Activity Business Result report Agent and contact center statistics Agent Group Membership Details report Agent groups Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agents reports AutoSolutions Barb's Call Flow Diagrams 3/20 Blob Storage Bulk import Business attributes Business Results reports Callback Callback Details Report Callback reports Callback Summary Report Caller ID Campaign Callbacks Summary Report Campaign Summary Report Capacity rules Case and toast data Channel options Chat channel options Chat reports Cloud Data Download Service Co-browse Co-browse reports Collaboration Configure Agents Configure an account Configure global login Configure your password policies Configure, train, and test models 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 Content browser Create a new dashboard Create a new search Create and manage agent groups Create and manage agents Create and test predictors and models Create and train predictors and models Create custom agent states createchatbot Dashboard Dashboards Deploying Widgets Designer reports Desktop Views options Details reports Digital Dispositions DNs Email Email addresses and mailboxes Email channel options Email reports Enable external URLs Enable feedback Engage Widget Explore Explore terms Export Export agent accounts Facebook channel options Genesys Multicloud CX Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX Prerequisites Genesys Multicloud CX reports Genesys Portal content accessibility Genesys Predictive Engagement in Genesys Engage on-premises Genesys Skills Management API Guide Genesys Softphone Get started with Genesys Multicloud CX Getting Started Global favorites Gplus Adapter SF Gplus Salesforce options How Agent Workspace works How Chat works How Digital Channels works How Does GPR Score Agents? 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 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 advanced search Interaction lists Manage agents Managing widgets Mary WEM in Engage cloud hybrid article My Messages widget Omnichannel Desktop Outbound channel options Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Performance DNA Moodle Integration Setup Guide Platform administration 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 and browser support Prerquisites Provisioning Queue Summary Customer Segment report Queues reports Report widget Reset a password Reset your password Roles Routing Scenarios Using GPR Saved searches Scenario: Onboarding new agents Scheduling the Data Uploader to run daily Screen pop configuration Screen Recordings Search Filter Search Results grid Single Sign-On Standard responses Statistics options Supervisor options System communications with the platform Templates test2 Third party Transactions Trending Twitter channel options Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application User communications over a private network User communications over PSTN User communications over the Internet User communications with the platform Using Predictive Engagement in Genesys Multicloud CX View Agent Details View audit trail View Customer Details View Datasets Trends and Reports View jobs reports and details View your uploaded data Voice Voice channel options Voicemail for agents and supervisors Voicemail management Voicemail Management within Agent Setup WebChat Widget WFM Web Content Accessibility What is an interaction Working with dashboards Working with saved trending filters Workitem channel options

None (332) · bots (2) · GPRAnalysis (4) · GPRDataUpload (2) · Journey (4) · OSHelp (1) · UserComms (4)

None (9) · Administrator (4) · Agent Setup (94) · Agent Workspace (2) · Callback (2) · Chat (2) · Cloud Data Download Service (10) · Co-Browse (2) · Digital Channels (2) · Email (2) · Genesys Agent Assist (5) · Genesys Predictive Engagement (6) · Genesys Predictive Routing (84) · Genesys Recording, Quality Management, and Speech Analytics (21) · Genesys Skills Management (8) · Genesys Softphone (4) · Genesys Use Cases (1) · Gplus Adapter for Salesforce (2) · Gplus Adapter for ServiceNow (4) · 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 (2) · Widgets (6) · Workforce Management (9)

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 (188) · Agent Setup (70) · Agent Setup, Agent Workspace (2) · Agent Setup, Cloud Data Download Service (2) · Agent Setup, Designer, Platform Administration (4) · Agent Workspace (3) · Agent Workspace, Agent Setup (5) · 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) · Platform Administration (10) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Recording (21) · WEM (1) · Workforce Administration (2) · Workforce Administration, Workforce Management (2)

None (325) · 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 (349)