Drilldown: Article

None (2) · No (267) · Yes (162)

Draft:PEC-REP (132) · PEC-REP (128) · Draft:Solution (14) · Solution (10) · Draft:System (9) · Draft:ATC (9) · ATC (9) · Draft:PEC-GSM (8) · System (8) · Draft:WID (6) · PEC-WFM (5) · Draft:PEC-WFM (5) · WID (4) · Draft:GAM (4) · Draft:PEC-Agent (4) · Draft:PEC-Super (3) · PEC-Agent (3) · User:Jose.druker@genesys.com (3) · Draft:PEC-Developer (3) · GAM (3)

Other values: ; &single Developer Draft:AUTH Draft:Developer Draft:GAWFM Draft:GDE Draft:PE-GPR Draft:PEC-AD Draft:PEC-Admin Draft:PEC-AS Draft:PEC-CAB Draft:PEC-CDDS Draft:PEC-Chat Draft:PEC-COB Draft:PEC-DC Draft:PEC-Dev Draft:PEC-Email Draft:PEC-GPA Draft:PEC-GS Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-OU Draft:PEC-REC Draft:PEC-ROU Draft:PEC-VM Draft:PEC-Voice Draft:UseCases GDE PE-GPR PEC-AD PEC-Admin PEC-AS PEC-CAB PEC-CDDS PEC-Chat PEC-COB PEC-DC PEC-Developer PEC-Email PEC-GPA PEC-GS PEC-IVR PEC-IWD PEC-OU PEC-REC PEC-ROU PEC-Super PEC-VM PEC-Voice UseCases User:Jumunn User:Marudhu.pandian@genesys.com User:Tgilchri

None (69) · Genesys Multicloud CX (3) · GenesysCloud (15) · GenesysEngage-cloud (323) · 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 (3) · GenesysEngage-onpremises, PureConnect, GenesysCloud (6) · PureConnect (2) · PureConnect, GenesysCloud, GenesysEngage-cloud (9)

No · None · Yes · Other

None (125) · Administrator (28) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (16) · Administrator, Developer (9) · Administrator, Developer, Supervisor (4) · Administrator, Supervisor (223) · Agent (6) · Agent, Supervisor (4) · Developer (8) · Supervisor (2)

Agent Details Activity Report (5) · Agent Login-Logout Details Report (4) · Final Disposition Dashboard (4) · Weekly Business Attribute Dashboard (4) · Weekly Self Service Containment Dashboard (4) · Weekly Agent Group Utilization Dashboard (4) · Agent Group Membership Details Report (4) · Weekly Agent Group Performance Dashboard (4) · Bot Analytical Dashboard (4) · Agent State Details Report (4) · Weekly Queue Summary Dashboard (4) · Get started (3)

Other values: ; 3rd Party and Open Source Software Used Abandon Delay Report About Genesys Engage cloud private edition About the Genesys Info Mart historical database Accessibility Action map performance Activity Summary Report Administrator 101 Agent 101 Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports ANI Details Dashboard ANI Details Report APIs by Service Application Duration Report Application Summary Report Architecture Archiving and Forgetting Users Assisted Service Interactions by Last Milestone Report Async Interactions Report Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback reports Callback Summary Report Callback Widget Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Certificates and Reports Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Chat Thread Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact List Effectiveness Report Creating Templates Associated to Roles Customer Perspective Report Customer Segment Service Level Report Customer Service Automation Solution Guide (Genesys Multicloud CX) Customize reports CX Insights for iWD reports and dashboards Dashboards Deploy Digital Channels using Docker Compose Deploying Widgets Designer reports Details reports Developer Sandbox Email reports Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide Exporting data File-based call recording connector Gamification Solution Guide General Data Protection Regulation (GDPR) General security and compliance information Generate historical reports Genesys CX Insights for iWD project Genesys Dialog Engine Videos Genesys Forecasting Genesys Multicloud CX - Key security features Genesys Multicloud CX - Security use cases Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX as an identity provider for Genesys Cloud CX Genesys Multicloud CX general security overview Genesys Multicloud CX Release Management and Communications Genesys Multicloud CX support for GDPR Genesys Multicloud privacy policy Genesys Predictive Engagement for Genesys Cloud CX Solution Guide Genesys Predictive Engagement overview Genesys Predictive Engagement resources for developers Genesys Predictive Engagement with advanced chat routing Genesys Skills Management API Guide Genesys Softphone for Agents and Supervisors Genesys Widgets overview Getting Started with CX Contact Historical Reporting / Genesys CX Insights How Agent Setup works How Agent Workspace works How APIs work in Genesys Multicloud CX How Callback works How Chat works How Cloud Data Download Service works How Co-browse works How Digital Channels works How Email works How Genesys Softphone works How Gplus Adapter for Salesforce works How Intelligent Workload Distribution works How IVR works How Outbound works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How Reporting works How Routing works How to create a chatbot How Voice works How Widgets works How Workforce Management works Inbound Intraday Email Process Report Inbound Voice User Report Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integrating Gplus Adapter in Lightning Integration with Genesys Widgets Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report Intraday Process Dashboard Intraday Process Report IVR Usage Report Journey history data retention period change Log in to Genesys Multicloud CX Manage Hierarchy Managing Accessibility for Agent Workspace Metrics and Alerts Microsoft Teams integration with Genesys Multicloud CX Milestone Path Analysis Dashboard Milestone Summary Report nGAGEMENT overview nGAGEMENT permissions nGAGEMENT system requirements Outbound Contact reports Outbound Email Report Outcome limitation change Performance DNA Moodle Integration Setup Guide Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare widgets for Genesys Predictive Engagement Prerequisites for Genesys Multicloud CX Deployments Profile lookup with Adobe Experience Platform Provisioning Genesys Multicloud CX Hybrid Integrations PureConnect Outbound Solution Guide (Interaction Dialer) Questions, Answers, and Tests Queue Outline Report Queue Summary Report Queues reports Report Descriptions Required Genesys Cloud CX domains Resource Performance Report Search for interactions in UCS Self-Service Statistics Report Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Storage requirements Supervisor 101 Supervisor Dashboard Supported security standards Survey Answer Report Survey Statistics Report Task Age Report Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report test2 Testing purposes only Top tasks Training Video for Genesys Use Cases Transfer Dashboard Transfer Detail Report Using Predictive Engagement in Genesys Multicloud CX Voicemail for agents and supervisors WebChat Widget WFM Web Content Accessibility Work with projects Work with reports Workforce Engagement Management for Genesys Multicloud CX Solution Guide Workforce Management Product Alerts

None (69) · Agent Details Activity Report (5) · Agent Login-Logout Details Report (4) · Final Disposition Dashboard (4) · Agent Group Membership Details Report (4) · Bot Analytical Dashboard (4) · Agent State Details Report (4)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Accessibility for Agent Workspace Action map performance Activity Summary Report Administrator 101 Agent 101 Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports ANI Details Report Application Duration Report Application Summary Report Archiving and Forgetting Users Assisted Service Interactions by Last Milestone Report Async Interactions Report AutoSolutions Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Callback Details Report Callback reports Callback Summary Report Callback Widget Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Chat Thread Report Co-browse Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact List Effectiveness Report createchatbot Creating Templates Associated to Roles Customer Perspective Report Customer Segment Service Level Report Customize reports CX Insights for iWD reports and dashboards Dashboards Deploying Widgets Designer reports Details reports Email Email reports Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide Exporting data File-based call recording connector Gamification Solution Guide GCXI project General Data Protection Regulation (GDPR) General security and compliance information Generate historical reports Genesys CX Insights for iWD project Genesys Forecasting Genesys Multicloud CX - Key security features Genesys Multicloud CX - Security use cases Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX general security overview Genesys Multicloud CX support for GDPR Genesys Multicloud privacy policy Genesys Predictive Engagement for Genesys Cloud CX Solution Guide Genesys Predictive Engagement in Genesys Engage on-premises Genesys Predictive Engagement overview Genesys Predictive Engagement with advanced chat routing Genesys Skills Management API Guide Genesys Widgets overview Getting Started Gplus Adapter SF How Agent Workspace works How Chat works How Digital Channels works How Genesys Softphone works How IVR works How IWD works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How reporting works How routing works How voice works How Widgets works How Workforce Management works Inbound Intraday Email Process Report Inbound Voice User Report Integrating Gplus Adapter in Lightning Integration with Genesys Widgets Interaction Dialer Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report Intraday Process Dashboard Intraday Process Report IVR Usage Report Manage Hierarchy Metrics and Alerts Microsoft Teams integration Milestone Summary Report nGAGEMENT overview nGAGEMENT permissions Outbound Contact reports Outbound Email Report Performance DNA Moodle Integration Setup Guide Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare widgets for Genesys Predictive Engagement Prerquisites Profile lookup with Adobe Experience Platform Provisioning Queue Outline Report Queue Summary Report Queues reports Report Descriptions Reporting Required Genesys Cloud CX domains Resource Performance Report Self-Service Statistics Report Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor 101 Supervisor Dashboard Supported security standards Survey Answer Report Survey Statistics Report System requirements Task Age Report Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report test2 Testing purposes only Third party Transfer Detail Report Using Predictive Engagement in Genesys Multicloud CX Videos Voicemail for agents and supervisors WebChat Widget WFM Web Content Accessibility Work with reports Workforce Engagement Management for Genesys Multicloud CX Solution Guide

None (423) · bots (2) · Journey (2) · Outbound (2) · WebChat (2)

None (11) · Administrator (2) · Agent (7) · Agent folder (1) · Agent Setup (2) · Agent Workspace (4) · Callback (2) · Chat (2) · Cloud Data Download Service (2) · Co-Browse (2) · Developer (5) · Digital Channels (4) · Email (2) · Genesys Authentication (1) · Genesys Dialog Engine (2) · Genesys Predictive Engagement (18) · Genesys Predictive Routing (2) · Genesys Recording, Quality Management, and Speech Analytics (2) · Genesys Skills Management (8) · Genesys Softphone (4) · Genesys Use Cases (2) · Gplus Adapter for Salesforce (2) · Gplus Adapter for WFM (1) · Intelligent Workload Distribution (2) · IVR Administration (2) · nGAGEMENT (7) · NOPRODUCT (2) · Outbound (CX Contact) (4) · Reporting (259) · Routing and Designer (2) · Solutions (24) · Supervisor (4) · System-Level Documentation (13) · Voice (2) · Voicemail (2) · Widgets (10) · Workforce Management (10)

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 (154) · Agent Setup (2) · Agent Setup, Cloud Data Download Service (2) · Agent Workspace (5) · Agent Workspace, Agent Setup (2) · Agent Workspace, Agent Setup, Designer (4) · Agent Workspace, Agent Setup, Designer, Outbound (2) · Agent Workspace, Agent Setup, Digital Channels (2) · Agent Workspace, Agent Setup, Intelligent Workload Distribution (2) · Agent Workspace, Agent Setup, Pulse Reporting, Reporting GCXI, Workforce Management (2) · Agent Workspace, Platform Administration (2) · Agent Workspace, Workforce Management (2) · Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI (2) · CX Contact (2) · Designer (2) · Designer, Platform Administration (2) · GPR Core Platform (2) · IVR Administration (4) · Pulse Reporting, Reporting GCXI (4) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Recording (2) · Reporting Administration GCXI, Reporting GCXI (1) · Reporting GCXI (21) · Reporting, Reporting GCXI (202) · Workforce Administration (2) · Workforce Administration, Workforce Management (2)

None (407) · BO02, BO03 (2) · CE01 (4) · CE01, CE02, CE03 (2) · CE09,CE10 (2) · CE16 (2) · CE16, CE18, CE19, CE27, CE29 (2) · ce18, ce31 (2) · CE27 (2) · CE31, CE41, EE31 (2) · EE01, EE02, EE03, EE10-A, EE28 (2) · SL09 (2)

None (428) · 21ecf3f4-ef12-4276-8872-1e0e3af9561e (1) · e38fb4a6-02d6-48d0-a6f1-32635fb394bc (1) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (1)