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None (105) · Administrator (183) · Administrator, Developer (4) · Adminstrator (2) · Agent (72) · Agent, Supervisor (56) · Developer (2)

Getting started (8) · Activity History (5) · Click-to-Dial (5) · Gplus Adapter for Salesforce (v9) (4) · Agent Assist tab (4) · How to manage inbound calls (4) · Standard Responses (4) · Migrating to Gplus Adapter (v9) (3) · Set up IWD (3) · Screen Pop (3) · Configuring SSO (3)

Other values: ; About Digital Channels Admin Access and supported channels Access control for Recording users Account Manager Activity History for interactions Adapter basics Adding exceptions to your schedule After Call Work Timer Agent Adherence Reporting Metrics and End Notes Agent Assist tab in Workspace Agent Logins Agent Workspace (v9) Audio device settings Bidding Bidding on overtime Calendar Management Callback scenarios Channels and the Channels tab Chat Co-browse sessions Configuration Configuration objects Configuration options reference Configure Agent UI Configure Agent UI - Obsolete Configuring and Using General Features Configuring Capacity rules Configuring Click-To-Call-In Groups Configuring Country and Number Validation rules Configuring Region Affinity rules Contact Center Performance Reporting Metrics Contacts and interactions Controlling user access Create a Standard Response Create and Insert Field Codes Create and test screening rules Create Service Channel Creating and managing DID Groups Creating trade proposals Deploying Genesys Softphone Deploying the Screen Recording Service DN Groups DNs Email Enabling Wait-lists Enterprise IVR Enterprise Manager Facebook Chat FAQs Field Code Examples Field Code Variables Field Codes Forecasting Genesys CX Insights Support for GDPR Genesys CX Insights User Management Genesys Multicloud CX REST APIs and tutorials for Callback Genesys Predictive Engagement Chat Interaction Genesys Predictive Routing Genesys Softphone architecture Get started Get started with Gplus Adapter Getting started with Advanced Chat Getting started with Callback Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce Lightning (v9) Gplus Adapter support for Service Client API GVP PaaS How autogranting works How bidding works How IWD works How to handle a workitem How to handle outbound calls How to handle screen pops in ServiceNow How to make outbound calls How to manage workitems Integrate IWD with Genesys Workforce Management (WFM) Integrate with Genesys Hub Integrating Gplus Adapter Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating Gplus Adapter Private Edition in Lightning Integrating with Genesys Cloud CX Interaction history views Internal interactions IVR Administration Know more about supported features Knowledge tab Log in Logging in and out Lucene query syntax Manage AI Integrations Manage API keys Manage custom variables Manage DID Groups with IVR Administration Manage field codes Manage personally identifiable information Manage SMS Keywords Manage standard responses Managing and working with objects Managing callbacks Managing multi-site trade proposals Managing Overtime Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Messaging Monitor callback queues Monitor work items and emails Monitoring Performance and Adherence Multi-channel Campaigns Multi-Forecasting Primer Multi-site trading Navigating Agent Workspace New in this Release OLD Agent Assist tab Outbound campaigns Overlays Primer Overview Performance Tracker Plan and build a Category Tree Policy objects Preferences Prepare for Gmail integration Provision IVR Profiles yourself Provisioning Callback in Designer Provisioning CAPTCHA Provisioning IVR profiles yourself Provisioning Push Notifications Provisioning the Click-to-Call-In scenario Recording certificate management Recording Cloud Backup Service Registering for access to statistics Related interactions Report scheduling Schedule Callback Schedule Summary View and Reporting Schedule validation errors and warnings Schedules Scheduling Scheduling Breaks and Meals in WFM Screen Pops Screening Rule reference Screening rules Scripts Search, display, manage, and update work items Set up Email Set up Facebook and Twitter Set up SMS Set up WhatsApp Single sign on with Agent Workspace SMS Chat Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Team Communicator Tenant Settings The click-to-call feature The Contact Directory and contact management Time off Time Off Primer Time-Off Bidding Trading Troubleshooting and validating functionality Troubleshooting Gplus Adapter Integration with Salesforce Twitter Chat Use Workload Manager User Security Using availability patterns Using common settings and controls Using copy and paste for statistics Using Copy and Paste Format for Statistics Using Formulas in Field Codes Using shared transport Videos: Using Workspace View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX Email boxes View, edit, and create Prioritization schemas Viewing Click-To-Call-In records Viewing exception totals 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 Virtual Queues Voice Calls Voicemail Management WFM Configuration Objects WFM E-mail Notifications WFM Metrics WFM Policy Objects WFM Primers WFM Task Sequences What are screen pops? WhatsApp Chat Workbins Working with Gplus Adapter for Salesforce Workitems

None (12) · Getting started (8) · Activity History (7) · Click-to-Dial (5) · Screen pops (4) · Gplus Adapter for Salesforce (v9) (4) · Workitems (4) · Set up IWD (3) · Configure Agent UI (3) · Migrating to Gplus Adapter (v9) (3) · Configuring SSO (3) · Screen Pop (3)

Other values: ; Access and supported channels Access control for Recording users Account Manager Adding exceptions to your schedule After Call Work Timer Agent Adherence Report Metrics and End Notes Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Logins Agent Workspace Agent Workspace (v9) Audio device settings Basics Bidding Bidding on overtime Calendar Management Callback scenarios Calls Channels and the Channels tab Chat Click-to-call Co-browse sessions Configuration Configuration objects Configuration options reference Configuring and Using General Features Configuring Capacity rules Configuring Click-To-Call-In Groups Configuring Country and Number Validation rules Configuring Region Affinity rules Contact Center Performance Report Metrics Contacts and interactions Controlling user access Create a Standard Response Create and Insert Field Codes Create and test screening rules Create Service Channel Creating and managing DID Groups Creating trade proposals Deploying Genesys Softphone Deploying the Screen Recording Service Description DN Groups DNs Email Enabling Wait-lists Enterprise IVR Enterprise Manager Facebook Chat Field Code Examples Field Code Variables Field Codes Forecasting Frequently Asked Questions Genesys CX Insights User Management Genesys Multicloud CX REST APIs and tutorials for Callback Genesys Predictive Engagement Genesys Predictive Routing Genesys Softphone architecture Get started Getting started with Advanced Chat Getting started with Callback Gplus Adapter basics Gplus Adapter for Salesforce Lightning (v9) GVP PaaS How autogranting works How bidding works How to handle a workitem How to handle screen pops in ServiceNow Inbound calls Integrate IWD with WFM Integrate with Genesys Hub Integrating Gplus Adapter Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating with Genesys Cloud CX Intelligent Workload Distribution Interaction history views Internal interactions IVR Administration IWD Queries Knowledge tab Logging in and out Make outbound calls Manage DID Groups with IVR Administration Manage field codes Manage inbound calls Manage PII Manage standard responses Managing and working with objects Managing callbacks Managing multi-site trade proposals Managing Overtime Managing single-site trades proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Messaging Monitor callback queues Monitor work items and emails Monitoring Performance and Adherence Multi-channel Campaigns Multi-Forecasting Primer Multi-site trading Navigating Agent Workspace New in this Release OLD Agent Assist Outbound calls Outbound campaigns Overlays Primer Overview Performance Tracker Plan and build a Category Tree Policy objects Preferences Prepare for Gmail integration Private Edition Provision IVR Profiles yourself Provisioning Callback in Designer Provisioning CAPTCHA Provisioning IVR profiles yourself Provisioning Push Notifications Provisioning the Click-to-Call-In scenario Recording certificate management Recording Cloud Backup Service Registering for access to statistics Related interactions Report scheduling Schedule Schedule a callback Schedule Summary View and Reporting Schedule validation errors and warnings Scheduling Scheduling Breaks and Meals in WFM Screening Rule reference Screening rules Scripts Search, display, manage, and update work items Service Client API Set up Email Set up Facebook and Twitter Set up SMS Set up WhatsApp Single sign on with Agent Workspace SMS Chat Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Standard responses Standard Responses setup summary Support for GDPR Supported features Team Communicator The Contact Directory and contact management Time off Time Off Primer Time-Off Bidding Trading Troubleshooting Troubleshooting and validating functionality Twitter Chat Use Workload Manager User Security Using availability patterns Using common settings and controls Using copy and paste for statistics Using Copy and Paste Format for Statistics Using Formulas in Field Codes Using shared transport Videos: Using Workspace View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX email boxes View, edit, and create Prioritization schemas Viewing Click-To-Call-In records Viewing exception totals 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 Virtual Queues Voicemail Management WFM Configuration Objects WFM E-mail Notifications WFM Metrics WFM Policy Objects WFM Primers WFM Task Sequences WhatsApp Chat Workbins Working with Gplus Adapter

None (394) · ADResponse (6) · ADResponses (2) · CallbackClickToCall (6) · Journey (4) · Metrics (6) · sr (6)

None (23) · Agent Desktop (1) · Agent Workspace (58) · Callback (34) · Digital Channels (22) · eServices Manager (24) · Genesys Agent Assist (2) · Genesys Recording, Quality Management, and Speech Analytics (8) · Genesys Softphone (10) · Gplus Adapter for Microsoft Dynamics 365 (20) · Gplus Adapter for Salesforce (35) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (4) · Intelligent Workload Distribution (26) · IVR Administration (14) · Outbound (CX Contact) (7) · Platform Administration (7) · Reporting (6) · Routing and Designer (1) · Workforce Management (111)

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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 (221) · Agent Setup, Agent Workspace, Digital Channels (2) · Agent Setup, Platform Administration (2) · Agent Workspace, Agent Setup (4) · Callback (34) · Designer (8) · intelligent Workload Distribution (2) · IVR Administration (14) · Platform Administration (30) · Platform Administration, Agent Setup, Designer (1) · Recording (8) · Reporting Administration GCXI (2) · Workforce Administration (38) · Workforce Management (58)

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