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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

No · None · Yes · Other

None (37) · Administrator (16) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (14) · Administrator, Developer (6) · Administrator, Developer, Supervisor (4) · Agent (70) · Agent, Supervisor (52) · Developer (6)

Getting started (6)

Other values: ; 3rd Party and Open Source Software Used Activity History Adding exceptions to your schedule Agent Workspace (v9) Bidding Bidding on overtime Channels and the Channels tab Chat Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Customer Service Automation Solution Guide (Genesys Multicloud CX) Deploying Widgets Developer Sandbox Email Engage Widget Facebook Chat Genesys Multicloud CX AI-Powered Forecasting Genesys Predictive Engagement Chat Interaction Genesys Skills Management API Guide Genesys Softphone for Agents and Supervisors Get started with Gplus Adapter Getting Started with CX Contact Gplus Adapter for Salesforce (v9) How Agent Setup works How Agent Workspace works How autogranting works How bidding works 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 to handle a workitem How to handle screen pops in ServiceNow How to make outbound calls How to manage inbound calls How Voice works How Widgets works How Workforce Management works Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integrating Gplus Adapter in Lightning Interaction history views Internal interactions Know more about supported features Log in Logging in and out Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Multi-site trading Navigating Agent Workspace New in this Release Outbound campaigns Performance DNA Moodle Integration Setup Guide Preferences Prerequisites for Genesys Multicloud CX Deployments Provisioning Genesys Multicloud CX Hybrid Integrations Related interactions Schedules Screen Pops SMS Chat Standard responses Team Communicator test2 The Contact Directory and contact management Time off Trading Twitter Chat Using availability patterns Using common settings and controls Using Predictive Engagement in Genesys Multicloud CX Using shared transport Videos: Using Workspace 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 Voicemail for agents and supervisors WebChat Widget WFM Web Content Accessibility WhatsApp Chat Workbins Workforce Management Product Alerts Working with Gplus Adapter for Salesforce Workitems

None (12) · Getting Started (8) · Email (4)

Other values: ; Activity History Adding exceptions to your schedule Agent Workspace (v9) AutoSolutions Bidding Bidding on overtime Callback Calls Channels and the Channels tab Chat Click-to-dial Co-browse Co-browse sessions Configuration Contacts and interactions createchatbot Creating trade proposals Deploying Widgets Engage Widget Facebook Chat Genesys Multicloud CX AI-Powered Forecasting Genesys Predictive Engagement Genesys Predictive Engagement in Genesys Engage on-premises Genesys Skills Management API Guide Gplus Adapter basics Gplus Adapter for Salesforce (v9) Gplus Adapter SF How Agent Workspace works How autogranting works How bidding 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 to handle a workitem How to handle screen pops in ServiceNow How voice works How Widgets works How Workforce Management works Integrating Gplus Adapter in Lightning Interaction history views Internal interactions Logging in and out Make outbound calls 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 Multi-site trading Navigating Agent Workspace New in this Release Outbound campaigns Performance DNA Moodle Integration Setup Guide Preferences Prerquisites Provisioning Related interactions Schedule Screen Pops SMS Chat Standard responses Supported features Team Communicator test2 The Contact Directory and contact management Third party Time off Trading Twitter Chat Using availability patterns Using common settings and controls Using Predictive Engagement in Genesys Multicloud CX Using shared transport Videos: Using Workspace 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 Voicemail for agents and supervisors WebChat Widget WFM Web Content Accessibility WhatsApp Chat Workbins Working with Gplus Adapter Workitems

None (209) · bots (2)

None (2) · Agent Setup (2) · Agent Workspace (50) · Callback (2) · Chat (2) · Cloud Data Download Service (2) · Co-Browse (2) · Digital Channels (2) · Email (2) · Genesys Predictive Engagement (4) · Genesys Predictive Routing (2) · Genesys Recording, Quality Management, and Speech Analytics (2) · Genesys Skills Management (3) · Genesys Softphone (4) · Gplus Adapter for Microsoft Dynamics 365 (1) · Gplus Adapter for Salesforce (14) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (2) · Gplus Adapter for WFM (1) · Intelligent Workload Distribution (2) · IVR Administration (2) · NOPRODUCT (1) · Outbound (CX Contact) (4) · Reporting (2) · Routing and Designer (2) · Solutions (8) · Voice (2) · Voicemail (2) · Widgets (6) · Workforce Management (70)

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 (113) · Agent Setup (2) · Agent Setup, Cloud Data Download Service (2) · Agent Workspace (2) · 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, Platform Administration (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 (2) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Recording (2) · Workforce Administration (2) · Workforce Administration, Workforce Management (2) · Workforce Management (58)

None (189) · 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)

None (211)