Drilldown: Article

None (82) · No (48) · Yes (5)

Draft:BDS (48) · Draft:PEC-AS (33) · Draft:PEC-IWD (26) · PEC-AS (4) · PEC-IWD (24)

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 (84) · No (51)

None (128) · Administrator (7)

None (14) · Architecture (5) · High availability and disaster recovery (4) · Before you begin (4) · Upgrade, roll back, or uninstall IWDDM (2) · Get started with Agent Setup (2) · FAQs (2) · Lucene query syntax (2) · Provision IWD (2) · Deploy IWDDM (2) · Provision IWD Data Mart (2) · Configure IWD Data Mart (2) · Configure IWD (2) · Upgrade, roll back, or uninstall IWD (2) · Deploy IWD (2) · Configure a multi-channel contact center (2) · About IWD (2) · Virtual Queues (2) · About IWD Data Mart (2)

Other values: ; (New) Task summary: contact center setup Active Call Recording / Screen Recording / Quality Management Add-on components in Genesys Choice ASR ports ASR/TTS Callback seats Cloud Contact Center Supervisor Seat 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 Deprecation-AllNotices Deprecation-Voice Forward Designer-based Chatbot interactions Designer-based Voicebot interactions Designer-based Voicebot minutes Digital 1 bundle Digital 2 bundle Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer and routing options (voice) Genesys Chat Genesys Chat Seats for NEXUS Genesys Choice measurements Genesys Choice overview Genesys CIM Premise Places Genesys CIM Premise Users Genesys Co-browse Genesys Customer Interaction Management Platform Genesys E-mail Genesys Facebook Seats for NEXUS Genesys Inbound Voice Genesys SIP Interaction Genesys SMS Genesys Social Media Engagement Genesys Task Routing Genesys Twitter Seats for NEXUS Genesys Voice GIM-based voicemail GVP ASR minutes / GVP TTS minutes GVP Minutes GVP ports Import agents Intelligent Workload Distribution (IWD) Interaction channels IVR Logging Manage business attributes by transaction Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Outbound Campaign Transactions Outbound Contact Outbound Voice with CX Contact Interaction Popular tasks Set up Email Set up IWD SIP voicemail Task routing Third-party work items TTS ports Use templates to configure agents Voice 1 bundle Voice 2 bundle Voicemail WFO Work with Agent Setup Workforce Optimization Workspace

None (48) · Upgrade, rollback, or uninstall (4) · Frequently Asked Questions (2) · IWD Queries (2) · Virtual Queues (2) · Configure a multi-channel contact center (2) · WFO (2)

Other values: ; (New) Task summary: contact center setup Active Call Recording / Screen Recording / Quality Management Add-ons ASR ports ASR/TTS Callback seats Cloud Contact Center Supervisor Seat 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 Designer-based Chatbot interactions Designer-based Voicebot interactions Designer-based Voicebot minutes Digital 1 Digital 2 Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer options (voice) Genesys Chat Genesys Chat Seats for NEXUS Genesys CIM Premise Places Genesys CIM Premise Users Genesys Co-browse Genesys Customer Interaction Management Platform Genesys E-mail Genesys Facebook Seats for NEXUS Genesys Inbound Voice Genesys SIP Interaction Genesys SMS Genesys Social Media Engagement Genesys Task Routing Genesys Twitter Seats for NEXUS Genesys Voice Geneys Choice overview GIM-based voicemail GVP ASR minutes / GVP TTS minutes GVP Minutes GVP ports Import agents Intelligent Workload Distribution Interaction channels IVR Manage business attributes by transaction Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Measurements Outbound campaign transactions Outbound Contact Outbound Voice with CX Contact Interaction Popular tasks Set up Email Set up IWD SIP voicemail Task routing Third-party work items TTS ports Use templates to configure agents Voice 1 Voice 2 Voicemail Work with Agent Setup Workspace

None (135)

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) · Administrator (8) · IWDDMPEGuide (20) · IWDPEGuide (22) · ManageCC (32) · Source (1) · User (48)

None · Designer · Workforce Management · Reporting, Reporting GCXI · Recording · Agent Setup · CX Contact · Pulse Reporting · Platform Administration · Workforce Administration · Callback · IVR Administration · Reporting GCXI · Agent Workspace, Agent Setup · Agent Workspace · Cloud Data Download Service · App Studio · Agent Desktop · Agent Setup, Designer, Platform Administration · Pulse Reporting, Reporting GCXI

Other values: ; Agent Setup, Agent Workspace Agent Setup, Agent Workspace, Digital Channels Agent Setup, Cloud Data Download Service Agent Setup, Platform Administration Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI Agent Workspace, Agent Setup, Designer Agent Workspace, Agent Setup, Designer, Outbound Agent Workspace, Agent Setup, Digital Channels Agent Workspace, Agent Setup, Intelligent Workload Distribution Agent Workspace, Agent Setup, Pulse Reporting, Reporting GCXI, Workforce Management Agent Workspace, Designer, Pulse Reporting, Reporting GCXI Agent Workspace, Platform Administration Agent Workspace, Workforce Management Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI Designer, Platform Administration GPR Core Platform Genesys Portal Outbound,Outbound Administration Platform Administration, Agent Setup, Designer Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI Reporting Administration GCXI Reporting Administration GCXI, Reporting GCXI WEM Workforce Administration, Workforce Management intelligent Workload Distribution

None (134) · BO02 (1)

None (116) · 55cef4ff-9306-4313-8fd8-377282a38478 (4) · 7a5823f3-05b5-412b-b580-e73e34079c41 (1) · 9c3ae89b-4f75-495b-85f8-d8c4afcb3f97 (4) · bf21dc7c-597d-4bbe-8df2-a2a64bd3f167 (4) · e38fb4a6-02d6-48d0-a6f1-32635fb394bc (2) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (4)