Drilldown: Article

None (150) · No (55) · Yes (2)

Draft:AS (1) · Draft:ContentAdmin (2) · Draft:GAA (4) · Draft:PEC-Admin (7) · Draft:PEC-CDDS (4) · Draft:PEC-GSM (121) · Draft:PEC-REC (19) · Draft:PEC-REP (34) · Draft:PEC-SF (5) · GASN (4) · PEC-Admin (2) · PEC-CDDS (4)

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 (154) · No (53)

None (169) · Administrator (36) · Administrator, Agent, Supervisor (1) · Developer (1)

Callback reports (2) · What is an interaction (2) · Administration (2) · Outbound Contact reports (2) · Get started with Genesys Multicloud CX (2) · Cloud Data Download Service (2) · Genesys Portal content accessibility (2) · Contact History Export Reference (2) · Export (2)

Other values: ; Ability to Reset Multiple User Tests Adding an image to your certificate Adding Text to a certificate Admin Report User Filter – Hierarchy Admin Reports 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 Agents reports All About Voice Appendix 1: Optional Components Archiving and Forgetting Users Assessment Report Assigning Assessments to Individual Users Assigning Users based on Hierarchy Assigning your certificate to an assessment Authentication Automatically Importing KPI Data Barb's Call Flow Diagrams 3/20 Branding Branding Options Built-In Roles Business Results reports Calculated Data Calculated Data Status Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat reports Co-browse reports Collaboration Configure Agents Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Configuring Email Settings Configuring GIS Authentication Contact List Effectiveness Report Content browser Create a new dashboard Create a new search Create Customizable Certificates per Assessment Create New Roles Creating an Assessment Creating and Managing Users Creating Certificates Creating Feedback Assessments Creating Knowledge Nudges Creating Learning Items Creating New Base Data Definitions from a Spreadsheet Creating Templates Associated to Roles Dashboard Dashboards Data Issues Data Type Data Visualization Date Range Date Restrictions on Assessments Defining and Managing Roles Deleting Learning Items Deleting Previously Imported Data Designer reports Details reports Digital DNA Comparison DNA Import Service DNA User Progress Graph Duration Column within the User Result Detail Report Editing Learning Items Email Notification Service Email reports Enabling Email Events Event Settings Explore Explore terms Feature Notes Feedback Deployment Models Feedback Report Feedback Results Report Filtering View of Learning Items General Settings Genesys EWM Learning Item Integration Genesys Multicloud CX reports Get Started with Genesys Agent Assist for Genesys Multicloud CX Groups Hierarchy Import Functionality How to configure and customize screen pops How to configure the Gplus Adapter How to install the Gplus Adapter HTTPS Support Import KPI Data Import/Export Inbound Installing Data Uploader Interaction Flow Details report Interaction Handling Attempt Details report Interaction lists Knowledge Nudge Reports Knowledge Nudges Learning Item Drilldown Learning Items LMS Learning Item Integration Loading and Saving Filters Loading Report Filters Logging In Manage Assessments Managing and Viewing Crystal Reports Managing Base Data Definitions with Excel Managing Learning Items Managing Report Settings Managing User Permissions Managing widgets Manually Importing KPI data Manually Managing DNA Base Data Mary WEM in Engage cloud hybrid article My DNA My Messages widget New Calculated Data Form Objective Actions Screen Omnichannel Desktop PDR Admin Page PDR Dashboard Page PDR Dashboard Widget PDR Defined Review Windows PDR Email Notifications PDR Page PDR Potential Assessment Performance DNA Administration Guide Personal Development Review 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 Printing an Assessment Process OrgData Question Response Summary Queue Summary Customer Segment report Queues reports Recalling Awarded Certificates Report widget Reporting Parameters Reports Restore Branding to Defaults Restricting Report Results Routing Rules-based Assignments Saved searches Scheduling the Data Uploader to run daily Screen Recordings Search Filter Search Results grid Searching and filtering Calculated Data Setting Branding Setting the number of objective targets for users SkillsAnalysis SkillsDNA Creation Skillsroute Strand Selector System communications with the Genesys Multicloud CX Platform System Settings The Timeseries Graph Trending Update Routing Skills from DNA Updating Base Data Definitions from a Spreadsheet 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 Drilldown User Feedback Response Percentages User Fields User Result Detail User Selection Users Using the Report Filters Option View of Calculated Data Viewing Reports Widgets Working with dashboards Working with saved trending filters

Outbound Contact reports (2) · Callback reports (2) · What is an interaction (2) · Get started with Genesys Multicloud CX (2) · Administration (2) · Genesys Portal content accessibility (2) · Contact History Export Reference (2) · Cloud Data Download Service (2) · Export (2)

Other values: ; Ability to Reset Multiple User Tests Adapter configuration Adapter installation Adding an image to your certificate Adding Text to a certificate Admin Report User Filter – Hierarchy Admin Reports 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 Agents reports Appendix 1: Optional Components Archiving and Forgetting Users Assessment Report Assigning Assessments to Individual Users Assigning Users based on Hierarchy Assigning your certificate to an assessment Authentication Automatically Importing KPI Data Barb's Call Flow Diagrams 3/20 Branding Branding Options Built-In Roles Business Results reports Calculated Data Calculated Data Status Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat reports Co-browse reports Collaboration Configure Agents Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Configuring Email Settings Configuring GIS Authentication Contact List Effectiveness Report Content browser Create a new dashboard Create a new search Create Customizable Certificates per Assessment Create New Roles Creating an Assessment Creating and Managing Users Creating Certificates Creating Feedback Assessments Creating Knowledge Nudges Creating Learning Items Creating New Base Data Definitions from a Spreadsheet Creating Templates Associated to Roles Dashboard Dashboards Data Issues Data Type Data Visualization Date Range Date Restrictions on Assessments Defining and Managing Roles Deleting Learning Items Deleting Previously Imported Data Designer reports Details reports Digital DNA Comparison DNA Import Service DNA User Progress Graph Duration Column within the User Result Detail Report Editing Learning Items Email Notification Service Email reports Enabling Email Events Event Settings Explore Explore terms Feature Notes Feedback Deployment Models Feedback Report Feedback Results Report Filtering View of Learning Items General Settings Genesys EWM Learning Item Integration Genesys Multicloud CX Genesys Multicloud CX reports Groups Hierarchy Import Functionality HTTPS Support Import KPI Data Import/Export Inbound Installing Data Uploader Interaction Flow Details report Interaction Handling Attempt Details report Interaction lists Knowledge Nudge Reports Knowledge Nudges Learning Item Drilldown Learning Items LMS Learning Item Integration Loading and Saving Filters Loading Report Filters Logging In Manage Assessments Managing and Viewing Crystal Reports Managing Base Data Definitions with Excel Managing Learning Items Managing Report Settings Managing User Permissions Managing widgets Manually Importing KPI data Manually Managing DNA Base Data Mary WEM in Engage cloud hybrid article My DNA My Messages widget New Calculated Data Form Objective Actions Screen Omnichannel Desktop PDR Admin Page PDR Dashboard Page PDR Dashboard Widget PDR Defined Review Windows PDR Email Notifications PDR Page PDR Potential Assessment Performance DNA Administration Guide Personal Development Review 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 Printing an Assessment Process OrgData Question Response Summary Queue Summary Customer Segment report Queues reports Recalling Awarded Certificates Report widget Reporting Parameters Reports Restore Branding to Defaults Restricting Report Results Routing Rules-based Assignments Saved searches Scheduling the Data Uploader to run daily Screen pop configuration Screen Recordings Search Filter Search Results grid Searching and filtering Calculated Data Setting Branding Setting the number of objective targets for users SkillsAnalysis SkillsDNA Creation Skillsroute Strand Selector System communications with the platform System Settings The Timeseries Graph Trending Update Routing Skills from DNA Updating Base Data Definitions from a Spreadsheet User communications over a private network User communications over PSTN User communications over the Internet User communications with the platform User Drilldown User Feedback Response Percentages User Fields User Result Detail User Selection Users Using the Report Filters Option View of Calculated Data Viewing Reports Voice Widgets Working with dashboards Working with saved trending filters

None (203) · UserComms (4)

None (6) · Administrator (4) · Cloud Data Download Service (8) · Genesys Agent Assist (4) · Genesys Recording, Quality Management, and Speech Analytics (19) · Genesys Skills Management (121) · Gplus Adapter for ServiceNow (4) · Internal Content Administration (2) · Reporting (34) · Success Factors for Genesys Multicloud CX (5)

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 (171) · Agent Setup, Designer, Platform Administration (2) · 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) · Cloud Data Download Service (8) · Genesys Portal (2) · Recording (19) · WEM (1)

None (205) · CE01 (2)

None (207)