Drilldown: Article

None (13) · No (349)

DES (105) · Draft:DES (108) · Draft:GAA (1) · Draft:GAMD (4) · Draft:GASL (1) · Draft:GASN (6) · Draft:PEC-AD (24) · Draft:PEC-GPA (6) · Draft:PEC-ROU (3) · Draft:PEC-VM (1) · Draft:PEC-WFM (35) · GASL (1) · GASN (6) · PEC-AD (24) · PEC-GPA (6) · PEC-WFM (31)

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 (14) · No (347) · Yes (1)

None (45) · Administrator (198) · Agent (71) · Agent, Supervisor (48)

Getting started (7) · Multi-site trading (3) · Logging in and out (3) · How autogranting works (3) · Terminate Call Block (3) · Terminate Block (Digital) (3) · Viewing exception totals (3)

Other values: ; Activity Block Activity History Adding exceptions to your schedule Admin Resources Agent Workspace (v9) Answering Calls Application Details Application phases Application workflow Applications Assign Variables Block Automated Message Block Bidding Bidding on overtime Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Business Control Dashboard 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 Change Language Block Change Persona block Changing your Status Channels and the Channels tab Chat Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Data Tables Dashboard Debug Block Designer Analytics Designer MicroApps Designer Store Digital Resources Durations Email Emergency Block Emergency Flags External Services External Services Blocks Facebook Chat File size limitations Genesys Predictive Engagement Chat Interaction Get Chat Transcript Block Get started with Gplus Adapter Go To Block Gplus Adapter for Salesforce (v9) Heatmap How bidding works How to handle a workitem How to handle screen pops in ServiceNow How to make outbound calls How to manage inbound calls HTTP REST Block Identification & Verification Inputs Interaction history views Internal interactions Know more about supported features Log in Logging in Logic and Control Blocks Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Media Collections Menu Block Menu Option Block Milestone Block Navigating Agent Workspace New in this Release Outbound campaigns Partition-Based Access Control Path Permissions and Access Personas Play Message Block Predictive Routing Block Preferences Query VQs Block Record Block Record Utterance Block Related interactions Reporting Blocks Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Routing Blocks Sankey Path Analysis Saving and Publishing Your Application Schedules Screen Pops Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Session Detail Record (SDR) Fields Reference Session Detail Records Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application SMS Chat Special Day Block Special Days Speech Grammars Spikes Standard responses Start Treatment Block Statistic Block Summary Sunburst Path Analysis Survey Blocks Surveys Team Communicator The Contact Directory and contact management Time off Trading Transaction List Block Transfer Block Troubleshooting Twitter Chat User Input Block User Interaction Blocks Using availability patterns Using common settings and controls Using shared transport Using the blocks Validate Phone Number Block Variables 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 Voice Mail Block Voicemail for Supervisors WhatsApp Chat Workbins Working with Gplus Adapter for Salesforce Workitems

Getting started (7) · None (5) · Viewing exception totals (3) · Terminate Call Block (3) · Logging in and out (3) · Multi-site trading (3) · Terminate Block (Digital) (3) · How autogranting works (3)

Other values: ; About Admin resources About Business Controls About Business Controls blocks About Callback blocks About Data blocks About External Services blocks About Logic and Control Blocks About Reporting blocks About Routing blocks About Survey blocks About User Interaction blocks Activity Block Activity History Adding exceptions to your schedule Agent Workspace (v9) Application Details Application phases Application workflow (builds and streams) Assign Variables Block Automated Message Block Bidding Bidding on overtime Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Business Control Dashboard Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback V2 Callback VQ Watermark Block Calls Cancel Callback V2 Change Language Block Change Persona block Channels and the Channels tab Chat Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Custom Service Block Dashboard management Data Tables Data Tables Block Data Tables Dashboard Debug Block Designer Analytics Designer MicroApps Designer Store Durations Email Emergency Block Emergency Flags External Services Facebook Chat File size limitations Genesys Predictive Engagement Get Chat Transcript Block Go To Block Gplus Adapter basics Gplus Adapter for Salesforce (v9) Heatmap How bidding works How to handle a workitem How to handle screen pops in ServiceNow HTTP REST Block Identification & Verification Inputs Interaction history views Internal interactions Make outbound calls Manage inbound calls Managing applications Managing Digital Resources Managing multi-site trade proposals Managing single-site trades proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Media collections Menu Block Menu Option Block Milestone Block Navigating Agent Workspace New in this Release Outbound campaigns Partition-Based Access Control Path Permissions and Access Personas Play Message Block Predictive Routing Block Preferences Query VQs Block Record Block Record Utterance Block Related interactions Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Sankey Path Analysis Saving and Publishing Your Application Schedule Screen Pops Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Session Detail Record (SDR) Fields Reference Session Detail Records Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application SMS Chat Special Day Block Special Days Speech Grammars Spikes Standard responses Start Treatment Block Statistic Block Summary Sunburst Path Analysis Supported features Surveys Team Communicator The Contact Directory and contact management Time off Trading Transaction List Block Transfer Block Troubleshooting Twitter Chat User Input Block Using availability patterns Using common settings and controls Using shared transport Using the blocks Validate Phone Number Block Variables 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 Mail Block Voicemail for Supervisors WhatsApp Chat Workbins Working with Gplus Adapter Workitems

None (356) · bots (4) · email, digital (2)

None (1) · Agent Workspace (48) · Designer (213) · Genesys Agent Assist (1) · Gplus Adapter for Microsoft Dynamics 365 (4) · Gplus Adapter for Salesforce (12) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (2) · Routing and Designer (3) · Voicemail (1) · Workforce Management (66)

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 (106) · Designer (198) · Workforce Management (58)

None (362)

None (362)