Drilldown: Article

None (15) · No (62)

DES (7) · Draft:DES (10) · Draft:PEC-AS (36) · Draft:PEC-REP (8) · PEC-AS (10) · PEC-REP (6)

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 (12) · No (64) · Yes (1)

None (39) · Administrator (27) · Administrator, Supervisor (11)

None (6) · Create and manage agent skills (2) · Intelligent prompts (2) · Manage custom variables (2) · Manage field codes (2) · Manage personally identifiable information (2) · Manage standard responses (2) · CX Insights for iWD reports and dashboards (2) · My Channels options (2) · Intraday Process Report (2) · Recording options (2) · Intraday Process Dashboard (2) · Service Client options (2) · Settings and configuration overview (2) · Agent desktop settings overview (2) · Agent settings overview (2) · Virtual Queues (2) · Chat Thread Report (2) · Configure a multi-channel contact center (2) · Task Age Report (2)

Other values: ; (New) Task summary: contact center setup Best practices Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure voice ringtones (voice) Create and manage administrators (in buik) Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer and routing options (voice) Genesys CX Insights for iWD project Import agents Interaction channels IWD Metrics Manage business attributes by transaction Manage group memberships Manage SMS Keywords Manage statistics for agents and resources Manage Team Communicator options Popular tasks Quick links Supported Languages Test Use templates to configure agents Work with Agent Setup

None (10) · Service client options (2) · Intraday Process Report (2) · Manage field codes (2) · Manage PII (2) · Manage standard responses (2) · CX Insights for iWD reports and dashboards (2) · My Channels options (2) · Intraday Process Dashboard (2) · Recording options (2) · Create and manage agent skills (2) · Settings and configuration overview (2) · Chat Thread Report (2) · Agent desktop settings overview (2) · Agent settings overview (2) · Virtual Queues (2) · Configure a multi-channel contact center (2) · Intelligent prompts (2) · Task Age Report (2)

Other values: ; (New) Task summary: contact center setup Best practices Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure voice ringtones Create and manage administrators (In bulk) Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer options (voice) Genesys CX Insights for iWD project Import agents Interaction channels Manage business attributes by transaction Manage group memberships Manage SMS Keywords Manage statistics for agents and resources Manage Team Communicator options Popular tasks Quick links Supported languages Use templates to configure agents Work with Agent Setup

None (71) · sr (6)

None (2) · Agent Setup (46) · Designer (16) · Reporting (13)

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 (39) · Agent Setup (12) · Agent Workspace, Agent Setup (2) · Designer (13) · Reporting, Reporting GCXI (11)

None (77)

None (77)