Drilldown: Article

None (67) · No (256) · Yes (1)

Draft:PEC-ROU (87) · Draft:PEC-AS (33) · Draft:PEC-IWD (17) · Draft:PEC-WFM (16) · Draft:GAMD (15) · PEC-IWD (15) · Draft:PEC-OU (14) · Draft:PEC-Developer (12) · Draft:PEC-IVR (12) · GAMD (11) · PEC-WFM (9) · Draft:PEC-DC (8) · Draft:GASN (7) · Draft:SF (7) · GASN (7) · PEC-DC (6) · PEC-AS (5) · Draft:PEC-Dev (4)

Other values: ; Draft:ContentAdmin Draft:GAA Draft:GASL Draft:PEC-AD Draft:PEC-CAB Draft:PEC-ES Draft:PEC-GPA Draft:PEC-GS Draft:PEC-PA Draft:PEC-REC Draft:PEC-REP Draft:PEC-VM Draft:WFM GASL PEC-AD PEC-CAB PEC-ES PEC-GPA PEC-GS PEC-IVR PEC-REC PEC-REP

None (107) · GenesysCloud (2) · GenesysEngage-cloud (212) · GenesysEngage-cloud, PureConnect, GenesysCloud (1) · GenesysEngage-onpremises (2)

None (185) · No (136) · Yes (3)

None · Administrator · Administrator, Supervisor · Supervisor · Developer · Agent · Agent, Supervisor · Administrator, Developer · Administrator, Agent, Supervisor · Staff · Administrator, Agent · Administrator, Developer, Supervisor · Administrator, Agent, Developer · Administrator, Agent, Developer, Supervisor · Administrator, Reviewer · Adminstrator · Other

None (38) · Getting Started (5) · How to manage inbound calls (4) · Logging in and out (3)

Other values: ; (New) Task summary: contact center setup About Digital Channels Admin Access and supported channels Account Manager Activity Block Activity History Activity History for interactions Adapter basics Admin After Call Work Timer Agent Assist tab in Workspace Agent namespace Answering Calls Application Workflow Applications Assign Variables Block Audio Resource Files Audio Resources Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Cancel Callback V2 Capacity rules Change Language Block Changing your Status Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Click-to-Dial Configuration features Configuration namespace Configuration objects Configure a multi-channel contact center Configure Agent UI Configure Agent UI - Obsolete Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure IWD Configure voice ringtones (voice) Configuring SSO Create and manage administrators (in buik) Create and manage agent groups Create and manage agents Create and Manage Multiple Versions Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Creating and managing DID Groups Custom Service Block CX Contact Solutions Guide Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Designer Designer Analytics Developer Console Developer Sandbox Digital Resources Email namespace Emergency Block Emergency Flags Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer and routing options (voice) Enterprise Manager Exporting External Services Blocks FAQs Genesys Interactive Insights User Management Genesys Multicloud CX APIs Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Get started with Gplus Adapter Go To Block Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce Lightning (v9) Grammars & Bots GVP PaaS Help for Article Topics How autogranting 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 HTTP REST Block Import agents Installing and Uninstalling Integrating Gplus Adapter Integrating Gplus Adapter Private Edition in Lightning Integrating with Genesys Cloud CX Interaction channels Interaction namespace Know more about supported features Log in Logging in Logic and Control Blocks Manage AI Integrations Manage API keys Manage business attributes by transaction Manage DID Groups with IVR Administration Manage group memberships Manage SMS Keywords Manage statistics for agents and resources Manage Team Communicator options Media namespace Media Resources Menu Block Menu Option Block Migrating to Gplus Adapter (v9) Milestone Block Monitor work items and emails Multi-channel Campaigns Multi-site trading New in this Release OLD Agent Assist tab Outbound Outbound Dialing Modes Outbound Solutions Overview Parameter Group Templates Parameter Groups Parameters Partitions Performance Tracker Permissions and Access Personalities Play Message Block Policy objects Popular tasks Predictive Routing Block Prepare for Office 365 integration Provision IVR Profiles yourself Provisioning IVR profiles yourself Query VQs Block Record Block Record Utterance block Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Schedule validation errors and warnings Screen Pop Screening Rules Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Service Client API Set up Email Set up IWD Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days 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 Start Treatment Block Statistic Block Summary Survey Blocks System namespace Templates Tenant Settings Terminate Block (Digital) Terminate Call Block Test IWD provisioning The click-to-call feature Transaction List Block Transfer Block Use templates to configure agents Use Workload Manager User Input Block User Interaction Blocks User Interface Using Blocks Using copy and paste for statistics Using Copy and Paste Format for Statistics Validate Phone Number Block Variables View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Prioritization schemas Viewing exception totals Virtual Queues Voice Mail Block Voice namespace Voicemail for Supervisors WFM Configuration Objects WFM Policy Objects WFM Primers What are screen pops? Work with Agent Setup Working with TOCs

None (53) · Getting Started (5) · Activity History (3) · Logging in and out (3) · Configure Agent UI (3)

Other values: ; (New) Task summary: contact center setup Access and supported channels Account Manager Activity Block Admin After Call Work Timer Agent namespace Agent Workspace Application Workflow Applications Assign Variables Block Audio Resource Files Audio Resources Automated Message Block Basics Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Cancel Callback V2 Capacity rules Change Language Block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-call Click-to-Call-In Match Block Click-to-Dial Configuration features Configuration namespace Configuration objects Configure a multi-channel contact center Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure IWD Configure voice ringtones Configuring SSO Create and manage administrators (In bulk) Create and manage agent groups Create and manage agents Create and Manage Multiple Versions Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Creating and managing DID Groups Custom Service Block CX Contact Solutions Guide Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Description Designer Designer Analytics Developer Console Developer Sandbox Digital Resources Email namespace Emergency Block Emergency Flags Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer options (voice) Enterprise Manager Exporting External Services Blocks Frequently Asked Questions Genesys Interactive Insights User Management Genesys Multicloud CX APIs Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Go To Block Gplus Adapter basics Gplus Adapter for Salesforce Lightning (v9) Grammars & Bots GVP PaaS How autogranting works How to handle a workitem How to handle screen pops in ServiceNow HTTP REST Block Import agents Inbound calls Installing and Uninstalling Integrating Gplus Adapter Integrating with Genesys Cloud CX Intelligent Workload Distribution Interaction channels Interaction namespace Logic and Control Blocks Make outbound calls Manage business attributes by transaction Manage DID Groups with IVR Administration Manage group memberships Manage inbound calls Manage statistics for agents and resources Manage Team Communicator options Media namespace Media Resources Menu Block Menu Option Block Migrating to Gplus Adapter (v9) Milestone Block Monitor work items and emails Multi-channel Campaigns Multi-site trading New in this Release OLD Agent Assist Outbound Outbound calls Outbound Dialing Modes Outbound Solutions Overview Parameter Group Templates Parameter Groups Parameters Partitions Performance Tracker Permissions and Access Personalities Play Message Block Policy objects Popular tasks Predictive Routing Block Prepare for Office 365 integration Private Edition Provision IVR Profiles yourself Provisioning IVR profiles yourself Query VQs Block Record Block Record Utterance block Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Schedule validation errors and warnings Screen Pop Screen pops Screening Rules Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Service Client API Set up Email Set up IWD Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days 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 Start Treatment Block Statistic Block Summary Supported features Survey Blocks System namespace Templates Terminate Block (Digital) Terminate Call Block Test IWD provisioning Transaction List Block Transfer Block Use templates to configure agents Use Workload Manager User Input Block User Interaction Blocks User Interface Using Blocks Using copy and paste for statistics Using Copy and Paste Format for Statistics Validate Phone Number Block Variables View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Prioritization schemas Viewing exception totals Virtual Queues Voice Mail Block Voice namespace Voicemail for Supervisors WFM Configuration Objects WFM Policy Objects WFM Primers Work with Agent Setup Workitems

None (316) · ADResponse (2) · Journey (6)

None (21) · Agent Desktop (2) · Agent Setup (38) · Agent Workspace (1) · Callback (2) · Developer (12) · Digital Channels (9) · eServices Manager (4) · Genesys Agent Assist (3) · Genesys Recording, Quality Management, and Speech Analytics (2) · Genesys Softphone (2) · Gplus Adapter for Microsoft Dynamics 365 (25) · Gplus Adapter for Salesforce (5) · Gplus Adapter for ServiceNow (13) · Gplus Adapter for Siebel CRM (6) · Intelligent Workload Distribution (32) · Internal Content Administration (3) · IVR Administration (13) · Outbound (CX Contact) (14) · Platform Administration (1) · Reporting (3) · Routing and Designer (87) · Voicemail (1) · Workforce Management (25)

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 (324)

None (324)

None (324)