Drilldown: Article

None (10) · No (107) · Yes (4)

Draft:AS (1) · Draft:GPR (23) · Draft:PEC-Admin (5) · Draft:PEC-CAB (18) · Draft:PEC-Dev (14) · Draft:PEC-DevC (1) · Draft:PEC-Developer (20) · Draft:PEC-REP (1) · Draft:SF (7) · Draft:WFM (3) · GASN (1) · PE-GPR (1) · PEC-CAB (18) · PEC-Developer (8)

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 (41) · No (80)

None (79) · Administrator (35) · Administrator, Developer (2) · Administrator, Developer, Supervisor (2) · Administrator, Supervisor (1) · Developer (2)

System namespace (5) · Voice namespace (5) · Media namespace (5) · Agent namespace (4) · Configuration namespace (4) · Interaction namespace (4) · Email namespace (4) · Developer Sandbox (3) · Service Client API (3)

Other values: ; Activity History Agent Details Activity Report All About Voice Appendix: Supported Encodings Callback scenarios Click-to-Dial Collaboration Configuring Capacity rules Configuring Click-To-Call-In Groups Configuring Country and Number Validation rules Configuring Region Affinity rules Configuring SSO Controlling user access Database Maintenance Deploy the URS Strategy Subroutines Developer Console Developing with the Service Client API Digital Genesys Multicloud CX APIs Genesys Multicloud CX REST APIs and tutorials for Callback Getting started with Callback Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) How Callback works How Does GPR Score Agents? How to handle a workitem Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Managing callbacks Migrating to Gplus Adapter (v9) Monitor callback queues Monitor predictor feature coverage Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting Provisioning Callback in Designer Provisioning CAPTCHA Provisioning Push Notifications Provisioning the Click-to-Call-In scenario R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Registering for access to statistics Routing Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Strategy Subroutines Monitoring and Logging System Requirements, Pre-Requisites, and Planning Troubleshooting and validating functionality Using Copy and Paste Format for Statistics Using the Developer Console Viewing Click-To-Call-In records WFM Configuration Objects WFM Policy Objects

Voice namespace (5) · Media namespace (5) · System namespace (5) · Configuration namespace (4) · Email namespace (4) · Agent namespace (4) · Interaction namespace (4) · None (3) · Service Client API (3)

Other values: ; Activity History Agent Details Activity Report Appendix: Supported Encodings Callback Callback scenarios Click-to-Dial Collaboration Configuring Capacity rules Configuring Click-To-Call-In Groups Configuring Country and Number Validation rules Configuring Region Affinity rules Configuring SSO Controlling user access Database Maintenance Deploy the URS Strategy Subroutines Developer Console Developer Sandbox Developing with the Service Client API Digital Genesys Multicloud CX APIs Genesys Multicloud CX REST APIs and tutorials for Callback Getting started with Callback Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) How Does GPR Score Agents? How to handle a workitem Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Managing callbacks Migrating to Gplus Adapter (v9) Monitor callback queues Monitor predictor feature coverage Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting Provisioning Callback in Designer Provisioning CAPTCHA Provisioning Push Notifications Provisioning the Click-to-Call-In scenario R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Registering for access to statistics Routing Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Strategy Subroutines Monitoring and Logging System Requirements, Pre-Requisites, and Planning Troubleshooting and validating functionality Using Copy and Paste Format for Statistics Viewing Click-To-Call-In records Voice WFM Configuration Objects WFM Policy Objects

None (115) · CallbackClickToCall (6)

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) · Admin (6) · Administrator (59) · Agent (1) · Deployment (23) · DevConsole (1) · Developer (1) · Help (1) · RPRT (1) · SCAPI (24)

None (80) · 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) · Callback (34) · Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI (2) · Reporting, Reporting GCXI (1)

None (121)

None (121)