Drilldown: Article

None (13) · No (398) · Yes (80)

Draft:PEC-REP (132) · PEC-REP (129) · Draft:PEC-WFM (40) · PEC-WFM (35) · Draft:PEC-AD (25) · PEC-AD (25) · PEC-GPA (7) · Draft:PEC-GPA (7) · Draft:GASN (6) · GASN (6) · Draft:Solution (6) · Solution (5) · Draft:GAMD (4) · Draft:WID (4) · Draft:ATC (3) · ATC (3) · Draft:PEC-OU (3) · Draft:PEC-GSM (3)

Other values: ; Draft:ContentAdmin Draft:GAA Draft:GASL Draft:GAWFM Draft:PE-GPR Draft:PEC-AS Draft:PEC-CAB Draft:PEC-CDDS Draft:PEC-Chat Draft:PEC-COB Draft:PEC-DC Draft:PEC-Dev Draft:PEC-Email Draft:PEC-GS Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-REC Draft:PEC-ROU Draft:PEC-SF Draft:PEC-VM Draft:PEC-Voice GASL PE-GPR PEC-AS PEC-CAB PEC-CDDS PEC-Chat PEC-COB PEC-DC PEC-Email PEC-GS PEC-IVR PEC-IWD PEC-OU PEC-REC PEC-ROU PEC-VM PEC-Voice UseCases User:Jumunn WID

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 (30) · No (461)

None (91) · Administrator (22) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (14) · Administrator, Developer (9) · Administrator, Developer, Supervisor (4) · Administrator, Supervisor (216) · Agent (71) · Agent, Supervisor (52) · Developer (6)

Getting started (6) · Agent Details Activity Report (5) · Agent State Details Report (4) · Weekly Queue Summary Dashboard (4) · Final Disposition Dashboard (4) · Agent Login-Logout Details Report (4) · Weekly Agent Group Performance Dashboard (4) · Weekly Agent Group Utilization Dashboard (4) · Agent Group Membership Details Report (4) · Weekly Business Attribute Dashboard (4) · Weekly Self Service Containment Dashboard (4) · Bot Analytical Dashboard (4) · Multi-site trading (3) · Viewing exception totals (3) · Logging in and out (3) · How autogranting works (3)

Other values: ; 3rd Party and Open Source Software Used Abandon Delay Report About the Genesys Info Mart historical database Activity History Activity Summary Report Adding exceptions to your schedule Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Workspace (v9) Agent Wrap Report Agents reports ANI Details Dashboard ANI Details Report Answering Calls Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Bidding Bidding on overtime Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Changing your Status Channels and the Channels tab Chat Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Click-to-dial Co-browse Detail Report Co-browse reports Co-browse sessions Co-browse Summary Report Configuration Contact Center Dashboard Contact List Effectiveness Report Contacts and interactions Creating trade proposals Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customer Service Automation Solution Guide (Genesys Multicloud CX) Customize reports Dashboards Deploying Widgets Designer reports Details reports Developer Sandbox Email Email reports Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide ETL Audit Dashboard Exporting data Facebook Chat FAQs for agents Generate historical reports Genesys Base Cases for Genesys Multicloud CX Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX APIs Genesys Multicloud CX Platform Availability FAQs Genesys Predictive Engagement Chat Interaction Genesys Skills Management API Guide Genesys Softphone for Agents and Supervisors Get started with Gplus Adapter Getting Started with CX Contact Gplus Adapter for Salesforce (v9) How Agent Setup works How Agent Workspace works How bidding works How Callback works How Chat works How Cloud Data Download Service works How Co-browse works How Digital Channels works How Email works How Genesys Softphone works How Gplus Adapter for Salesforce works How Intelligent Workload Distribution works How IVR works How Outbound works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How Reporting works How Routing works How to create a chatbot How to handle a workitem How to handle screen pops in ServiceNow How to make outbound calls How to manage inbound calls How Voice works How Widgets works How Workforce Management works Inbound Intraday Email Process Report Inbound Voice User Report Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integrating Gplus Adapter in Lightning Interaction Flow Report Interaction Handling Attempt Report Interaction history views Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report Internal interactions IVR Usage Report Know more about supported features Log in Logging in Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Microsoft Teams integration with Genesys Multicloud CX Milestone Path Analysis Dashboard Milestone Summary Report Navigating Agent Workspace New in this Release Outbound campaigns Outbound Contact reports Outbound Email Report Outbound Quick Start: Load a New Sub-campaign and Make a Call Performance DNA Moodle Integration Setup Guide Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Preferences Prerequisites for Genesys Engage on-premisess Deployments Prerequisites for Genesys Multicloud CX Deployments Provisioning Genesys Multicloud CX Hybrid Integrations Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Related interactions Report Descriptions Resource Performance Dashboard Resource Performance Report Schedules Screen Pops Self-Service Statistics Report SMS Chat Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard responses Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Team Communicator test2 TestStandalone The Contact Directory and contact management Time off Trading Transfer Dashboard Transfer Detail Report Twitter Chat Using availability patterns Using common settings and controls Using Predictive Engagement in Genesys Multicloud CX Using shared transport Videos: Using Workspace Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice Calls Voicemail for agents and supervisors Voicemail for Supervisors WebChat Widget WFM Web Content Accessibility WhatsApp Chat Which version am I using? Work with projects Work with reports Workbins Workforce Management Product Alerts Working with Gplus Adapter for Salesforce Workitems

None (48) · Getting Started (8) · Agent Details Activity Report (5) · Agent Login-Logout Details Report (4) · Bot Analytical Dashboard (4) · Email (4) · Final Disposition Dashboard (4) · Agent State Details Report (4) · Agent Group Membership Details Report (4) · Multi-site trading (3) · Viewing exception totals (3) · Logging in and out (3) · How autogranting works (3)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Activity History Activity Summary Report Adding exceptions to your schedule Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Workspace (v9) Agent Wrap Report Agents reports ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report AutoSolutions Bidding Bidding on overtime Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Callback Details Report Callback reports Callback Summary Report Calls Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Channels and the Channels tab Chat Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Click-to-dial Co-browse Co-browse Detail Report Co-browse reports Co-browse sessions Co-browse Summary Report Configuration Contact Center Dashboard Contact List Effectiveness Report Contacts and interactions createchatbot Creating trade proposals Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboards Deploying Widgets Designer reports Details reports Email reports Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide ETL Audit Dashboard Exporting data Facebook Chat GCXI project Generate historical reports Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX Prerequisites Genesys Predictive Engagement Genesys Predictive Engagement in Genesys Engage on-premises Genesys Skills Management API Guide Gplus Adapter basics Gplus Adapter for Salesforce (v9) Gplus Adapter SF How Agent Workspace works How bidding works How Chat works How Digital Channels works How Genesys Softphone works How IVR works How IWD works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How reporting works How routing works How to handle a workitem How to handle screen pops in ServiceNow How voice works How Widgets works How Workforce Management works Inbound Intraday Email Process Report Inbound Voice User Report Integrating Gplus Adapter in Lightning Interaction Flow Report Interaction Handling Attempt Report Interaction history views Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report Internal interactions IVR Usage Report Make outbound calls Manage inbound calls Managing multi-site trade proposals Managing single-site trades proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Microsoft Teams integration Milestone Summary Report Navigating Agent Workspace New in this Release Outbound campaigns Outbound Contact reports Outbound Email Report Outbound Quick Start: Load a New Sub-campaign and Make a Call Performance DNA Moodle Integration Setup Guide Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Preferences Prerquisites Provisioning Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Related interactions Report Descriptions Resource Performance Dashboard Resource Performance Report Schedule Screen Pops Self-Service Statistics Report SMS Chat Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard responses Supervisor Dashboard Supported features Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Team Communicator test2 The Contact Directory and contact management Third party Time off Trading Transfer Detail Report Twitter Chat Using availability patterns Using common settings and controls Using Predictive Engagement in Genesys Multicloud CX Using shared transport Videos: Using Workspace Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voicemail for agents and supervisors Voicemail for Supervisors WebChat Widget WFM Web Content Accessibility WhatsApp Chat Work with reports Workbins Working with Gplus Adapter Workitems

None (488) · bots (2) · OSHelp (1)

None (4) · Agent Setup (2) · Agent Workspace (50) · Callback (2) · Chat (2) · Cloud Data Download Service (2) · Co-Browse (2) · Digital Channels (2) · Email (2) · Genesys Agent Assist (2) · Genesys Predictive Engagement (6) · Genesys Predictive Routing (2) · Genesys Recording, Quality Management, and Speech Analytics (2) · Genesys Skills Management (3) · Genesys Softphone (4) · Genesys Use Cases (1) · Gplus Adapter for Microsoft Dynamics 365 (4) · Gplus Adapter for Salesforce (14) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (2) · Gplus Adapter for WFM (1) · Intelligent Workload Distribution (2) · Internal Content Administration (1) · IVR Administration (2) · NOPRODUCT (1) · Outbound (CX Contact) (5) · Reporting (260) · Routing and Designer (2) · Solutions (11) · Success Factors for Genesys Multicloud CX (1) · Voice (2) · Voicemail (3) · Widgets (6) · Workforce Management (75)

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 (170) · Agent Setup (2) · Agent Setup, Cloud Data Download Service (2) · Agent Workspace (3) · Agent Workspace, Agent Setup (2) · Agent Workspace, Agent Setup, Designer (4) · Agent Workspace, Agent Setup, Designer, Outbound (2) · Agent Workspace, Agent Setup, Digital Channels (2) · Agent Workspace, Agent Setup, Intelligent Workload Distribution (2) · Agent Workspace, Platform Administration (2) · Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI (2) · CX Contact (2) · Designer (2) · Designer, Platform Administration (2) · GPR Core Platform (2) · IVR Administration (2) · Outbound,Outbound Administration (1) · Pulse Reporting, Reporting GCXI (4) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Recording (2) · Reporting Administration GCXI, Reporting GCXI (1) · Reporting GCXI (21) · Reporting, Reporting GCXI (195) · Workforce Administration (2) · Workforce Administration, Workforce Management (2) · Workforce Management (58)

None (469) · BO02, BO03 (2) · CE01 (4) · CE01, CE02, CE03 (2) · CE09,CE10 (2) · CE16 (2) · CE16, CE18, CE19, CE27, CE29 (2) · ce18, ce31 (2) · CE27 (2) · CE31, CE41, EE31 (2) · EE01, EE02, EE03, EE10-A, EE28 (2)

None (491)