Drilldown: Article

None (18) · No (154) · Yes (121)

Draft:PEC-WFM (40) · PEC-WFM (35) · Draft:PEC-AD (33) · PEC-AD (30) · ATC (14) · Draft:ATC (13) · Draft:Solution (10) · Solution (9) · PEC-GPA (7) · Draft:PEC-GPA (7) · Draft:GASN (6) · GASN (6) · Draft:WID (5) · Draft:GAMD (4) · Draft:GAM (4)

Other values: ; &single Draft:ContentAdmin Draft:Docker 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-GSM Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-OU Draft:PEC-REC Draft:PEC-REP Draft:PEC-ROU Draft:PEC-SF Draft:PEC-VM Draft:PEC-Voice Draft:QNA Draft:Usecases GAM 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-REP PEC-ROU PEC-VM PEC-Voice UseCases User:Jumunn User:Tgilchri 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 (29) · No (261) · Yes (3)

None (101) · Administrator (21) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (16) · Administrator, Developer (6) · Administrator, Developer, Supervisor (4) · Agent (73) · Agent, Supervisor (60) · Developer (6)

Getting started (6) · Agent Assist tab (4) · How autogranting works (3) · Multi-site trading (3) · Logging in and out (3) · Viewing exception totals (3)

Other values: ; 3rd Party and Open Source Software Used Action map performance Activity History Adding exceptions to your schedule Agent Assist tab in Workspace Agent Workspace (v9) All Use Cases Answering Calls Base Images Bidding Bidding on overtime Changing your Status Channels and the Channels tab Chat Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Customer Service Automation Solution Guide (Genesys Multicloud CX) Deploying Widgets Developer Sandbox Docker Compose Docker Hub Email Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide Facebook Chat FAQs for agents Gamification Solution Guide 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 - Salesforce Lightning integration Genesys Predictive Engagement Administrator FAQs Genesys Predictive Engagement Agent FAQs Genesys Predictive Engagement Chat Interaction Genesys Predictive Engagement for Genesys Cloud CX Solution Guide Genesys Predictive Engagement Glossary Genesys Predictive Engagement overview Genesys Predictive Engagement resources for developers Genesys Predictive Engagement with advanced chat routing Genesys Skills Management API Guide Genesys Softphone for Agents and Supervisors Genesys Widgets overview Get started with Gplus Adapter Getting Started with CX Contact Gplus Adapter for Salesforce (v9) Historical Reporting / Genesys CX Insights 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 Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integrating Gplus Adapter in Lightning Integration with Genesys Widgets Interaction history views Internal interactions Journey history data retention period change Know more about supported features Knowledge Search Service - Quick start guide Knowledge tab Log in Logging in Managing Accessibility for Agent Workspace Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Messaging Microsoft Teams integration with Genesys Multicloud CX Navigating Agent Workspace New in this Release nGAGEMENT overview nGAGEMENT permissions nGAGEMENT system requirements OLD Agent Assist tab Outbound campaigns Outbound Quick Start: Load a New Sub-campaign and Make a Call Outcome limitation change Performance DNA Moodle Integration Setup Guide Preferences Prepare widgets for Genesys Predictive Engagement Prerequisites for Genesys Engage on-premisess Deployments Prerequisites for Genesys Multicloud CX Deployments Provisioning Genesys Multicloud CX Hybrid Integrations PureConnect Outbound Solution Guide (Interaction Dialer) Related interactions Required Genesys Cloud CX domains Schedule Callback Schedules Screen Pops SMS Chat Standard responses Story Points FAQ Team Communicator test2 Testing purposes only TestStandalone The Contact Directory and contact management Time off Trading 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? Workbins Workforce Management Product Alerts Working with Gplus Adapter for Salesforce Working with TOCs Workitems

None (41) · Getting Started (8) · Email (4) · Viewing exception totals (3) · Logging in and out (3) · Multi-site trading (3) · How autogranting works (3)

Other values: ; Accessibility for Agent Workspace Action map performance Activity History Adding exceptions to your schedule Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Workspace Agent Workspace (v9) AutoSolutions Bidding Bidding on overtime Callback Calls Channels and the Channels tab Chat Click-to-dial Co-browse Co-browse sessions Configuration Contacts and interactions createchatbot Creating trade proposals Deploying Widgets Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide Facebook Chat Gamification Solution Guide Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX Prerequisites Genesys Predictive Engagement Genesys Predictive Engagement for Genesys Cloud CX Solution Guide Genesys Predictive Engagement in Genesys Engage on-premises Genesys Predictive Engagement overview Genesys Predictive Engagement with advanced chat routing Genesys Skills Management API Guide Genesys Widgets overview 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 Integrating Gplus Adapter in Lightning Integration with Genesys Widgets Interaction Dialer Interaction history views Internal interactions Knowledge Search Service Knowledge tab 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 Messaging Microsoft Teams integration Navigating Agent Workspace New in this Release nGAGEMENT overview nGAGEMENT permissions OLD Agent Assist Outbound campaigns Outbound Quick Start: Load a New Sub-campaign and Make a Call Performance DNA Moodle Integration Setup Guide Preferences Prepare widgets for Genesys Predictive Engagement Prerquisites Provisioning Related interactions Reporting Required Genesys Cloud CX domains Schedule Schedule a callback Screen Pops SMS Chat Standard responses Supported features System requirements Team Communicator test2 Testing purposes only The Contact Directory and contact management Third party Time off Trading 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 Workbins Working with Gplus Adapter Workitems

None (278) · ADResponse (6) · ADResponses (2) · bots (2) · OSHelp (1) · Outbound (2) · WebChat (2)

None (5) · Agent Desktop (1) · Agent folder (1) · Agent Setup (2) · Agent Workspace (62) · Callback (2) · Chat (2) · Cloud Data Download Service (2) · Co-Browse (2) · Digital Channels (2) · Email (2) · Genesys Agent Assist (3) · Genesys Docker Documentation (3) · Genesys Predictive Engagement (27) · 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 (2) · IVR Administration (2) · nGAGEMENT (7) · NOPRODUCT (2) · Outbound (CX Contact) (5) · QnA Service (1) · Reporting (2) · Routing and Designer (2) · Solutions (19) · Success Factors for Genesys Multicloud CX (1) · Voice (2) · Voicemail (3) · Widgets (8) · 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 (191) · Agent Setup (2) · Agent Setup, Cloud Data Download Service (2) · Agent Workspace (5) · 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, Reporting Administration GCXI, Reporting GCXI (2) · Recording (2) · Workforce Administration (2) · Workforce Administration, Workforce Management (2) · Workforce Management (58)

None (269) · 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) · SL09 (2)

None (293)