Drilldown: Article

None (25) · No (156) · Yes (4)

Draft:PEC-AD (26) · Draft:PEC-AS (87) · PEC-AD (26) · PEC-AS (46)

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 (37) · No (148)

None (45) · Administrator (88) · Administrator, Agent, Supervisor (2) · Agent, Supervisor (48) · Supervisor (2)

Standard responses (4) · Statistics options (3) · Bulk Import (3) · Supervisor options (3) · Templates (3) · Transactions (3) · Channel options (3) · Single Sign-On (3) · Agent Groups (3) · Getting started (3)

Other values: ; Access Groups Add and manage Caller ID Agent accounts Agent and contact center statistics Agent Setup Agent Workspace (v9) Agent Workspace settings Audit Blob Storage Business attributes Capacity rules Case and toast data Channels and the Channels tab Chat Chat channel options Chat options Co-browse sessions Configure global login Contact Center Settings Contact options Contacts Contacts and interactions Create and manage agent groups Create and manage agents Create and manage custom agent states CRM Adapter Desktop Options Desktop Statistics Desktop Views options Dispositions DNs Email Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable external URLs Enable feedback Export agent accounts Facebook channel options Facebook Chat Facebook options Feedback options Genesys Predictive Engagement Chat Interaction Genesys Softphone Genesys Softphone options Global favorites Global Login options Gplus Adapter for Salesforce options How Agent Setup works How Agent Workspace works Interaction history advanced search Interaction History Advanced Search options Interaction history views Internal interactions Manage agents and other users Manage Email Addresses My Channels options Navigating Agent Workspace Outbound campaigns Outbound channel options Outbound options Platform administration Recording options Related interactions Roles Routing Routing Manager Scenario: Onboarding agents and supervisors Service Client options Sharing Business Attributes in Agent Setup SMS Chat Standard Response Library options Standard Response options Supervising agents Team Communicator The Contact Directory and contact management Twitter channel options Twitter Chat Twitter options Videos: Using Workspace View audit trail Voice Calls Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup WhatsApp Chat Workbins Working with Global Favorites Workitem channel options Workitem options Workitems

Standard responses (4) · Getting started (3) · Bulk Import (3) · Single Sign-On (3) · Supervisor options (3) · Templates (3) · Channel options (3) · Transactions (3) · Statistics options (3) · Agent Groups (3)

Other values: ; Access Groups Agent accounts Agent and contact center statistics Agent Setup Agent Workspace (v9) Agent Workspace settings Audit Blob Storage Business attributes Caller ID Calls Capacity rules Case and toast data Channels and the Channels tab Chat Chat channel options Chat options Co-browse sessions Configure global login Contact Center Settings Contact options Contacts Contacts and interactions Create and manage agent groups Create and manage agents Create custom agent states CRM Adapter Desktop Options Desktop Statistics Desktop Views options Dispositions DNs Email Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable external URLs Enable feedback Export agent accounts Facebook channel options Facebook Chat Facebook options Feedback options Genesys Predictive Engagement Genesys Softphone Genesys Softphone options Global favorites Global Login options Gplus Salesforce options How Agent Workspace works Interaction history advanced search Interaction History Advanced Search options Interaction history views Internal interactions Manage agents Manage Email Addresses My Channels options Navigating Agent Workspace Outbound campaigns Outbound channel options Outbound options Platform administration Recording options Related interactions Roles Routing Routing Manager Scenario: Onboarding new agents Service Client options Sharing Business Attributes in Agent Setup SMS Chat Standard Response Library options Standard Response options Supervising agents Team Communicator The Contact Directory and contact management Twitter channel options Twitter Chat Twitter options Videos: Using Workspace View audit trail Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup WhatsApp Chat Workbins Working with Global Favorites Workitem channel options Workitem options Workitems

None (181) · Journey (4)

Reporting · None · Workforce Management · Genesys Predictive Engagement · Designer · Widgets · Internal Content Administration · Genesys Skills Management · Agent Setup · Outbound (CX Contact) · Genesys Recording, Quality Management, and Speech Analytics · Genesys Multicloud CX Private Edition · Genesys Predictive Routing · Routing and Designer · Digital Channels · Intelligent Workload Distribution · Agent Workspace · Gplus Adapter for WFM · Developer · Voice Microservices

Other values: ; Administrator Agent Agent Desktop Agent folder Billing Data Service Callback Chat Cloud Data Download Service Co-Browse Customer Care Knowledge Customer Success Digital Transformation Email Event Stream Field Support Content Genesys Agent Assist Genesys App Studio Genesys Authentication Genesys Blueprints Genesys Data Layer Genesys Dialog Engine Genesys Docker Documentation Genesys Messaging Aggregation Genesys Multicloud CX Genesys Multicloud CX Mixed Mode Genesys Multicloud CX Release Notes Genesys Sizing Information Genesys Softphone Genesys Use Cases Genesys Voice Platform Genesys Web Services and Applications Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce Gplus Adapter for ServiceNow Gplus Adapter for Siebel CRM Health Check Agent IVR Administration Interaction Server NOPRODUCT Platform Administration Product Support QnA Service RN Automation Warehouse Routing Sales Collateral Self-Help Articles Solutions Success Factors for Genesys Multicloud CX Supervisor System-Level Documentation Telemetry Service Universal Contact Service User Data Management Voice Voicemail Web Services and Applications WebRTC eServices Manager nGAGEMENT test

None (4) · Agent (48) · ManageCC (92) · Source (39) · Supervisor (2)

None (97) · Agent Setup (70) · Agent Setup, Agent Workspace (2) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace, Agent Setup (2) · Agent Workspace, Agent Setup, Designer, Outbound (2) · Platform Administration (10)

None (183) · CE16, CE18, CE19, CE27, CE29 (2)

None (185)