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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

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None (192) · Administrator (88) · Administrator, Reviewer (2) · Agent (71) · Agent, Supervisor (48) · Developer (36) · Staff (8)

Configuration (19) · Localization (17) · API Commands (17) · API Events (17) · Getting started (6) · What you can monitor (4) · Monitor predictor feature coverage (4) · View KPI outcome (4) · The Settings menu (4) · Create and update users and roles (4) · View model accuracy (4) · Standard responses (4)

Other values: ; A/B model performance testing Access Groups Activity History Add and manage Caller ID Adding exceptions to your schedule Agent and contact center statistics Agent groups Agent Variance report Agent Workspace (v9) Answering Calls App Bidding Bidding on overtime Blob Storage Bulk import Business attributes Calendar Callback CallbackService CallUs Capacity rules Case and toast data Changing your Status Channel options Channels and the Channels tab ChannelSelector Chat Chat channel options Click-to-dial Co-browse Co-browse sessions Common Configure an account Configure global login Configure your password policies Configure, train, and test models Console Contacts Contacts and interactions 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 Create and update predictors Creating trade proposals Customizable Callback Registration Form Customizable Chat Registration Form Desktop Views options Dispositions DNs Email Email addresses and mailboxes Email channel options Enable external URLs Enable feedback Engage Estimated Wait Time Export agent accounts Facebook channel options Facebook Chat Feature Analysis report Genesys Predictive Engagement Chat Interaction Genesys Softphone Genesys Widgets extensions Get started with Gplus Adapter Global favorites Gplus Adapter for Salesforce (v9) Gplus Adapter for Salesforce options How autogranting works How bidding works How Does GPR Score Agents? How to configure score expressions How to handle a workitem How to handle screen pops in ServiceNow How to make outbound calls How to manage inbound calls Interaction history advanced search Interaction history views Internal interactions Know more about supported features Log in Logging in Logging in and out Manage agents and other users Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Metadata Multi-site trading Navigating Agent Workspace New in this Release Offers Outbound campaigns Outbound channel options Overlay Platform administration Preferences Related interactions Reset a password Reset your password Roles Routing Routing Scenarios Using GPR Scenario: Onboarding agents and supervisors Schedules Screen Pops SideBar Single Sign-On SMS Chat Statistics options StatsService Supervisor options Team Communicator Templates The Contact Directory and contact management Time off Toaster Trading Transactions Twitter channel options Twitter Chat Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace View Agent Details View audit trail View Customer Details View Datasets Trends and Reports View jobs reports and details View the Agent Profile schema View the Customer Profile schema View uploaded datasets View your uploaded data 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 Voice Calls Voice channel options Voicemail for Supervisors Voicemail management Voicemail Management within Agent Setup WebChat WebChatService WhatsApp Chat Widgets Bus API overview WindowManager Workbins Working with Gplus Adapter for Salesforce Workitem channel options Workitems

Configuration (19) · API Events (17) · Localization (17) · API Commands (17) · Getting started (6) · None (5) · Standard responses (4) · Monitor predictor feature coverage (4) · Create and update users and roles (4) · What you can monitor (4) · View KPI outcome (4) · View model accuracy (4) · The Settings menu (4)

Other values: ; A/B model performance testing Access Groups Activity History Adding exceptions to your schedule Agent and contact center statistics Agent groups Agent Variance report Agent Workspace (v9) App Bidding Bidding on overtime Blob Storage Bulk import Business attributes Calendar Callback CallbackService Callback___ Caller ID Calls CallUs CallUs___ Capacity rules Case and toast data Channel options Channels and the Channels tab ChannelSelector ChannelSelector___ Chat Chat channel options Click-to-dial Co-browse sessions Co-browse___ Common Configure an account Configure global login Configure your password policies Configure, train, and test models Console Console___ Contacts Contacts and interactions Create and manage agent groups Create and manage agents Create and test predictors and models Create and train predictors and models Create and update predictors Create custom agent states Creating trade proposals Customizable Callback Registration Form Customizable Chat Registration Form Desktop Views options Dispositions DNs Email Email addresses and mailboxes Email channel options Enable external URLs Enable feedback Engage Engage___ Estimated Wait Time Export agent accounts Facebook channel options Facebook Chat Feature Analysis report Genesys Predictive Engagement Genesys Softphone Genesys Widgets extensions Global favorites Gplus Adapter basics Gplus Adapter for Salesforce (v9) Gplus Salesforce options How autogranting works How bidding works How Does GPR Score Agents? How to configure score expressions How to handle a workitem How to handle screen pops in ServiceNow Interaction history advanced search Interaction history views Internal interactions Logging in and out Make outbound calls Manage agents Manage inbound calls Managing multi-site trade proposals Managing single-site trades proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Metadata Multi-site trading Navigating Agent Workspace New in this Release Offers___ Outbound campaigns Outbound channel options Overlay Overlay___ Platform administration Preferences Related interactions Reset a password Reset your password Roles Routing Routing Scenarios Using GPR Scenario: Onboarding new agents Schedule Screen Pops SideBar SideBar___ Single Sign-On SMS Chat Statistics options StatsService StatsService___ Supervisor options Supported features Team Communicator Templates The Contact Directory and contact management Time off Toaster Toaster___ Trading Transactions Twitter channel options Twitter Chat Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace View Agent Details View audit trail View Customer Details View Datasets Trends and Reports View jobs reports and details View the Agent Profile schema View the Customer Profile schema View uploaded datasets View your uploaded data 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 Voice channel options Voicemail for Supervisors Voicemail management Voicemail Management within Agent Setup WebChat WebChatService WhatsApp Chat Widgets Bus API overview WindowManager WindowManager___ Workbins Working with Gplus Adapter Workitem channel options Workitems

None (435) · GPRAnalysis (4) · GPRDataUpload (2) · Journey (4)

None (2) · Agent Setup (92) · Agent Workspace (48) · Genesys Agent Assist (1) · Genesys Predictive Routing (82) · Gplus Adapter for Microsoft Dynamics 365 (4) · Gplus Adapter for Salesforce (12) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (2) · Voicemail (1) · Widgets (124) · 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 (303) · Agent Setup (68) · Agent Setup, Agent Workspace (2) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace, Agent Setup (2) · Platform Administration (10) · Workforce Management (58)

None (445)

None (445)