Drilldown: Article

None (147) · No (256)

Draft:ContentAdmin (3) · Draft:GAA (3) · Draft:GAMD (15) · Draft:GASL (3) · Draft:GASN (7) · Draft:PEC-AD (34) · Draft:PEC-GPA (7) · Draft:PEC-GSM (121) · Draft:PEC-VM (1) · Draft:PEC-WFM (74) · GAMD (11) · GASL (3) · GASN (7) · PEC-AD (31) · PEC-GPA (7) · PEC-WFM (76)

None (46) · GenesysEngage-cloud (344) · GenesysEngage-cloud, PureConnect, GenesysCloud (1) · 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. (1) · GenesysEngage-onpremises (12)

None (156) · No (245) · Yes (2)

None (331) · Agent (15) · Agent, Supervisor (56) · Supervisor (2)

None (19) · Getting started (8) · Logging in and out (5) · Agent Assist tab (4) · How to manage inbound calls (4) · Reports (3)

Other values:

None (28) · Getting started (8) · Logging in and out (5) · Screen pops (4) · Workitems (4) · Activity History (4) · Reports (3)

Other values: ; Ability to Reset Multiple User Tests Access and supported channels Add/Remove Scenario Elements Wizard Adding an image to your certificate Adding Text to a certificate Adherence Reports Admin Report User Filter – Hierarchy Admin Reports After Call Work Timer Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Workspace Agent Workspace (v9) 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 Audit Reports Authentication Automatically Importing KPI Data Basics Branding Branding Options Built-In Roles Calculated Data Calculated Data Status Calendar Reports Calls Channels and the Channels tab Chat Cleanup Master Schedule Window Click-to-call Click-to-dial Co-browse sessions Commit/Rollback Multiple Wizard Configuration Reports Configuring Email Settings Configuring GIS Authentication Contacts and interactions 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 Data Issues Data Type Data Visualization Date Range Date Restrictions on Assessments Date Selectors Defining and Managing Roles Delete Multiple Wizard Deleting Learning Items Deleting Previously Imported Data Description DNA Comparison DNA Import Service DNA User Progress Graph Duration Column within the User Result Detail Report Edit Multiple Wizard Editing Learning Items Editing Schedule Items Email Email Notification Service Enabling Email Events Event Settings Facebook Chat Feature Notes Feedback Deployment Models Feedback Report Feedback Results Report Filtering View of Learning Items Finding Agents in Tables Forecast Reports General Settings Genesys EWM Learning Item Integration Genesys Predictive Engagement Gplus Adapter basics Gplus Adapter for Salesforce (v9) Groups Hierarchy Import Functionality How autogranting works How to handle a workitem How to handle screen pops in ServiceNow HTTPS Support Import KPI Data Import/Export Inbound calls Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Interaction history views Internal interactions Intra-Day Schedule Rebuild Wizard Knowledge Nudge Reports Knowledge Nudges Knowledge tab Learning Item Drilldown Learning Items LMS Learning Item Integration Loading and Saving Filters Loading Report Filters Logging In Logging Off Make outbound calls Manage Assessments Manage Hierarchy Manage inbound calls Managing and Viewing Crystal Reports Managing Base Data Definitions with Excel Managing Learning Items Managing Report Settings Managing User Permissions Manually Importing KPI data Manually Managing DNA Base Data Master Schedule Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Messaging Modify Individual Agents' Schedules Multi-site trading My DNA Navigating Agent Workspace New Calculated Data Form New in this Release New Schedule Scenario Wizard Objective Actions Screen OLD Agent Assist Optimizing the UI display Outbound calls Outbound campaigns Overtime Bidding Overview 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 Performance Reports Performance Tracker Personal Development Review Policies Reports Printing an Assessment Process OrgData Publishing/Extracting Schedules Question Response Summary Recalling Awarded Certificates Related interactions Reporting Parameters Reports List Reports Scheduler Restore Branding to Defaults Restricting Report Results Reviewing Messages Rules-based Assignments Scenario Agent-Extended View Scenario Coverage View Scenario Intra-Day View Scenario Intra-Day: Edit Comments Dialog Box Scenario Intra-Day: Options Dialog Box Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Review Messages (Save) Dialog Box Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario State Group Totals Scenario Summary View Scenario Weekly View Schedule a callback Schedule Bidding Schedule Build Wizard Schedule Filter Dialog Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Scheduled Budget and Agent Comments Reports Schedules Searching and filtering Calculated Data Security and accessibility Setting Branding Setting the number of objective targets for users SkillsAnalysis SkillsDNA Creation Skillsroute SMS Chat Standard responses Statuses Filter Dialog Strand Selector Supervising agents Supported features System Settings Team Communicator The Contact Directory and contact management The Supervisor's window The Timeseries Graph Trading Twitter Chat Update Routing Skills from DNA Updating Base Data Definitions from a Spreadsheet User Drilldown User Feedback Response Percentages User Fields User Result Detail User Selection Users Using the Report Filters Option Videos: Using Workspace View of Calculated Data Viewing exception totals Viewing Reports Voicemail for Supervisors Weekly Schedule Reports WhatsApp Chat Widgets Workbins Workforce Management 8.5 Web for Supervisors (Classic) Help Working with Gplus Adapter

None (395) · ADResponse (6) · ADResponses (2)

None (2) · Agent Desktop (4) · Agent Workspace (61) · Genesys Agent Assist (3) · Genesys Skills Management (121) · Gplus Adapter for Microsoft Dynamics 365 (25) · Gplus Adapter for Salesforce (14) · Gplus Adapter for ServiceNow (13) · Gplus Adapter for Siebel CRM (6) · Internal Content Administration (3) · Voicemail (1) · Workforce Management (150)

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 · Designer · Workforce Management · Reporting, Reporting GCXI · Recording · Agent Setup · CX Contact · Pulse Reporting · Platform Administration · Workforce Administration · Callback · IVR Administration · Reporting GCXI · Agent Workspace, Agent Setup · Agent Workspace · Cloud Data Download Service · App Studio · Agent Desktop · Agent Setup, Designer, Platform Administration · Pulse Reporting, Reporting GCXI

Other values: ; Agent Setup, Agent Workspace Agent Setup, Agent Workspace, Digital Channels Agent Setup, Cloud Data Download Service Agent Setup, Platform Administration Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI Agent Workspace, Agent Setup, Designer Agent Workspace, Agent Setup, Designer, Outbound Agent Workspace, Agent Setup, Digital Channels Agent Workspace, Agent Setup, Intelligent Workload Distribution Agent Workspace, Agent Setup, Pulse Reporting, Reporting GCXI, Workforce Management Agent Workspace, Designer, Pulse Reporting, Reporting GCXI Agent Workspace, Platform Administration Agent Workspace, Workforce Management Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI Designer, Platform Administration GPR Core Platform Genesys Portal Outbound,Outbound Administration Platform Administration, Agent Setup, Designer Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI Reporting Administration GCXI Reporting Administration GCXI, Reporting GCXI WEM Workforce Administration, Workforce Management intelligent Workload Distribution

None · CE01 · BO02 · BO02, BO03 · CE01, CE02, CE03 · CE09,CE10 · CE16 · CE16, CE18, CE19, CE27, CE29 · ce18, ce31 · CE27 · CE31, CE41, EE31 · CE37 · EE01, EE02, EE03, EE10-A, EE28 · SL09 · CE01, CE19 · CE06 · Other

None (403)