Drilldown: Article

None (7) · No (151)

Draft:PEC-WFM (79) · PEC-WFM (79)

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 (11) · No (147)

None · Administrator · Administrator, Supervisor · Supervisor · Developer · Agent · Agent, Supervisor · Administrator, Developer · Administrator, Agent, Supervisor · Staff · Administrator, Agent · Administrator, Developer, Supervisor · Administrator, Agent, Developer · Administrator, Agent, Developer, Supervisor · Administrator, Reviewer · Adminstrator · Other

What-If Window (4)

Other values: ; Activities Add Calendar Items Wizard Add Overhead Wizard Adding Breaks and Meals to Shifts Adherence Adherence Views Agent Contracts and Rotating Patterns Agents Agents Time Off Associating Agents with Rotating Patterns Availability Patterns Business Units Calendar Colors Configuration Configuring Bidding Periods Contract Constraints Contract Shifts, Agents, and Profiles Contracts Contracts Site Settings Creating Activity Sets and Groups Day Off and Weekend Rules Exception Types Filtering Agents and Teams Filtering, Options, and Preference Statuses Find Events Forecast Scenario Overheads View Forecast Scenarios Forecast Scenarios View Forecast Templates Forecasts Graph View Options Historical Data Import Marked Time Master Forecast Master Forecast Cleanup and Graph Options Meetings Multi-Site Activities New Forecast Wizard NFW: General Parameters NFW: Select Activity Notifications Organization Overlays Performance Performance Alerts View Performance Intra-Day View Performance Monitor View Policies Publishing and Extracting Forecasts Required Staffing Wizard Review Requests and Messages Dialogs Role Privileges Roles Rotating Patterns Rotating Patterns Properties Scenario Graphs View Scenario Staffing View Scenario Volumes View Schedule State Groups Shared Transport Shift synchronization Shifts Sites Staffing Budgeting Information Staffing Build Wizard Staffing Split Wizard Statistics Swap Agent Schedules Wizard Task and Shift Sequences Time Zones Time-Off Bidding Time-Off Limits Time-Off Rules Time-Off Types Users Volumes Build Wizard Volumes Split Wizard

What-If Window (4)

Other values: ; Activities Add Calendar Items Wizard Add Overhead Wizard Adding Breaks and Meals to Shifts Adherence Adherence Views Agent Contracts and Rotating Patterns Agents Agents Time Off Associating Agents with Rotating Patterns Availability Patterns Business Units Calendar Colors Configuration Configuring Bidding Periods Contract Constraints Contract Shifts, Agents, and Profiles Contracts Contracts Site Settings Creating Activity Sets and Groups Day Off and Weekend Rules Exception Types Filtering Agents and Teams Filtering, Options, and Preference Statuses Find Events Forecast Scenario Overheads View Forecast Scenarios Forecast Scenarios View Forecast Templates Forecasts Graph View Options Historical Data Import Marked Time Master Forecast Master Forecast Cleanup and Graph Options Meetings Multi-Site Activities New Forecast Wizard NFW: General Parameters NFW: Select Activity Notifications Organization Overlays Performance Performance Alerts View Performance Intra-Day View Performance Monitor View Policies Publish/Extract Forecasts Required Staffing Wizard Review Requests and Messages Dialogs Role Privileges Roles Rotating Patterns Rotating Patterns Properties Scenario Graphs View Scenario Staffing View Scenario Volumes View Schedule State Groups Shared Transport Shift synchronization Shifts Sites Staffing Budgeting Information Staffing Build Wizard Staffing Split Wizard Statistics Swap Agent Schedules Wizard Task and Shift Sequences Time Zones Time-Off Bidding Time-Off Limits Time-Off Rules Time-Off Types Users Volumes Build Wizard Volumes Split Wizard

None (158)

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

Supervisor (156) · SupervisorHelp (2)

Workforce Management (158)

None (158)

None (158)