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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

None (150) · No (53)

None (165) · Administrator (36) · Administrator, Agent, Supervisor (1) · Developer (1)

Agent Login-Logout Details report (3) · Agent State Details report (3) · Agent Group Membership Details report (3) · Callback reports (3) · Outbound Contact reports (3)

Other values: ; Administration Administrator Tasks Agent Activity Business Result report Agent Adherence Report Metrics and End Notes Agent Details Activity 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 Details 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 Time report Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports All About Voice Application Duration Report Application Summary Report Barb's Call Flow Diagrams 3/20 Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Can I customize CX Insights reports? Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Cloud Data Download Service Co-browse Detail Report Co-browse reports Co-browse Summary Report Collaboration Configure Agents Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Contact Center Dashboard Contact Center Performance Report Metrics Contact History Export Reference Contact List Effectiveness Report Content browser Create a new dashboard Create a new search Customer Perspective Report Dashboard Dashboards Designer reports Details reports Digital Dimension tables Email reports Enabling Wait-lists Explore Explore terms Export Fact tables Forecasting Genesys Multicloud CX reports Genesys Portal content accessibility Get Started with Genesys Agent Assist for Genesys Multicloud CX Get started with Genesys Multicloud CX How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? How to configure and customize screen pops How to configure the Gplus Adapter How to install the Gplus Adapter Inbound Installing Data Uploader Interaction Flow Details report Interaction Flow Report Interaction Handling Attempt Details report Interaction Handling Attempt Report Interaction lists Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Managing Overtime Managing widgets Mary WEM in Engage cloud hybrid article Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer My Messages widget New in This Release Omnichannel Desktop Overlays Primer Populating Genesys Info Mart data 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 your tenant Prerequisites Prerequisites and browser support Query examples Queue Dashboard Queue Outline Report Queue Summary Customer Segment report Queue Summary Report Queues reports Report widget Routing Saved searches Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Scheduling the Data Uploader to run daily Screen Recordings Search Filter Search Results grid Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report System communications with the Genesys Multicloud CX Platform Task Routing dashboards Task Volume Dashboard Time Off Primer Time-Off Bidding Transfer Detail Report Trending User communications with the Genesys Multicloud CX platform User communications with the Genesys Multicloud CX platform over a private network User communications with the Genesys Multicloud CX platform over PSTN User communications with the Genesys Multicloud CX platform over the Internet User Security Using E-mail Notifications in WFM Using WFM Task Sequences WFM Metrics WFM Primers What historical reports are available in Genesys CX Insights? What is an interaction Workforce Management Workforce Management ETL Database Reference Working with dashboards Working with saved trending filters

Callback reports (3) · Agent State Details report (3) · Outbound Contact reports (3) · Agent Group Membership Details report (3) · Agent Login-Logout Details report (3)

Other values: ; Adapter configuration Adapter installation Administration Administrator Tasks Agent Activity Business Result report Agent Adherence Report Metrics and End Notes Agent Details Activity 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 Details 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 Time report Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports Application Duration Report Application Summary Report Barb's Call Flow Diagrams 3/20 Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Can I customize CX Insights reports? Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Cloud Data Download Service Co-browse Detail Report Co-browse reports Co-browse Summary Report Collaboration Configure Agents Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Contact Center Dashboard Contact Center Performance Report Metrics Contact History Export Reference Contact List Effectiveness Report Content browser Create a new dashboard Create a new search Customer Perspective Report Dashboard Dashboards Designer reports Details reports Digital Dimension tables Email reports Enabling Wait-lists Explore Explore terms Export Fact tables Forecasting Genesys Multicloud CX Genesys Multicloud CX reports Genesys Portal content accessibility Get started with Genesys Multicloud CX How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? Inbound Installing Data Uploader Interaction Flow Details report Interaction Flow Report Interaction Handling Attempt Details report Interaction Handling Attempt Report Interaction lists Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Managing Overtime Managing widgets Mary WEM in Engage cloud hybrid article Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer My Messages widget Omnichannel Desktop Overlays Primer Populating Genesys Info Mart data 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 your tenant Prerequisites Prerequisites and browser support Query examples Queue Dashboard Queue Outline Report Queue Summary Customer Segment report Queue Summary Report Queues reports Report widget Routing Saved searches Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Scheduling the Data Uploader to run daily Screen pop configuration Screen Recordings Search Filter Search Results grid Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report System communications with the platform Task Routing dashboards Task Volume Dashboard Time Off Primer Time-Off Bidding Transfer Detail Report Trending User communications over a private network User communications over PSTN User communications over the Internet User communications with the platform User Security Using E-mail Notifications in WFM Using WFM Task Sequences Voice WFM Metrics WFM Primers What historical reports are available in Genesys CX Insights? What is an interaction Workforce Management Workforce Management ETL Database Reference Working with dashboards Working with saved trending filters

None (199) · UserComms (4)

None (6) · Administrator (4) · Cloud Data Download Service (8) · Genesys Agent Assist (4) · Genesys Recording, Quality Management, and Speech Analytics (19) · Genesys Skills Management (5) · Gplus Adapter for ServiceNow (4) · Internal Content Administration (2) · Reporting (146) · Success Factors for Genesys Multicloud CX (5)

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 (167) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace (1) · Agent Workspace, Agent Setup (1) · Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI (1) · Agent Workspace, Designer, Pulse Reporting, Reporting GCXI (1) · Cloud Data Download Service (8) · Genesys Portal (2) · Recording (19) · WEM (1)

None (201) · CE01 (2)

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