Drilldown: Article

None (4) · No (184) · Yes (2)

Draft:ContentAdmin (3) · Draft:GAA (3) · Draft:GAM (19) · Draft:PEC-Admin (7) · Draft:PEC-AS (49) · Draft:PEC-CDDS (4) · Draft:PEC-GSM (1) · Draft:PEC-REC (19) · Draft:PEC-SF (5) · Draft:PEC-test (4) · GAM (19) · GASN (4) · PEC-Admin (2) · PEC-AS (47) · PEC-CDDS (4)

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

No · None · Yes · Other

None (63) · Administrator (126) · Administrator, Agent, Supervisor (1)

Routing (3)

Other values: ; About metrics About user accounts Access Groups Add and manage Caller ID Adding a new summary section (Display title) Administration Agent and Agent Group Annex Agent and contact center statistics Agent groups Available metrics Barb's Call Flow Diagrams 3/20 Blob Storage Bulk import Business attributes Capacity rules Case and toast data Change agent or team leader password Channel options Chat channel options Cloud Data Download Service Collaboration Configure Agents Configure challenges and leaderboard settings Configure global login Configure login and logout exceptions Configure manager and team leader accounts Configure powerhouse performance points Configuring a summary section (display title) Configuring and running Data Uploader for KPI Uploads Contact History Export Reference Contacts Content browser Create a new dashboard Create a new search Create and manage agent groups Create and manage agents Create and manage custom agent states Dashboard Deleting a summary section (display title) Deploying your configuration set (display title) Desktop Views options Digital Dispositions DNs Email addresses and mailboxes Email channel options Enable external URLs Enable feedback Explore Explore terms Export Export agent accounts Facebook channel options Genesys Portal content accessibility Genesys Softphone Get nGAGEMENT Get Started with Genesys Agent Assist for Genesys Multicloud CX Get started with Genesys Multicloud CX Global favorites Gplus Adapter for Salesforce options How to configure and customize screen pops How to configure the Gplus Adapter How to install the Gplus Adapter Inbound Initial configuration in nGAGEMENT Interaction history advanced search Interaction lists KPI display types Manage agents and other users Manage metrics Manage nGAGEMENT Manage preset filters Manage your user account Managing widgets Mary WEM in Engage cloud hybrid article My Messages widget nGAGEMENT setup wizard Omnichannel Desktop Outbound channel options Platform administration Prepare your tenant Prerequisites and browser support Profile lookup with Adobe Experience Platform Public and private keys Report widget Roles Saved searches Scenario: Onboarding agents and supervisors Screen Recordings Search Filter Search Results grid Single Sign-On Standard responses Statistics options Submit a support ticket Subscribe to nSight Supervisor options System communications with the Genesys Multicloud CX Platform Templates Transactions Trending Twitter channel options User communications with the Genesys Multicloud CX platform User communications with the Genesys Multicloud CX platform over a private network User communications with the Genesys Multicloud CX platform over PSTN User communications with the Genesys Multicloud CX platform over the Internet View a list of current users View audit trail Voice channel options Voicemail management Voicemail Management within Agent Setup What is an interaction Working with dashboards Working with saved trending filters Workitem channel options

None (4) · Routing (3)

Other values: ; About metrics About user accounts Access Groups Adapter configuration Adapter installation Adding a new summary section (ToC title) Administration Agent and contact center statistics Agent Annex Agent groups Available metrics Barb's Call Flow Diagrams 3/20 Blob Storage Bulk import Business attributes Caller ID Capacity rules Case and toast data Change agent or team leader password Channel options Chat channel options Cloud Data Download Service Collaboration Configure Agents Configure challenges and leaderboard settings Configure global login Configure login and logout exceptions Configure manager and team leader accounts Configure powerhouse performance points Configuring a summary section (ToC title) Configuring and running Data Uploader for KPI Uploads Contact History Export Reference Contacts Content browser Create a new dashboard Create a new search Create and manage agent groups Create and manage agents Create custom agent states Dashboard Deleting a summary section (Toc title) Deploying your configuration set (ToC title) Desktop Views options Digital Dispositions DNs Email addresses and mailboxes Email channel options Enable external URLs Enable feedback Explore Explore terms Export Export agent accounts Facebook channel options Genesys Multicloud CX Genesys Portal content accessibility Genesys Softphone Get started with Genesys Multicloud CX Global favorites Gplus Salesforce options Inbound Initial configuration Interaction history advanced search Interaction lists KPI display types Manage agents Manage metrics Manage nGAGEMENT Manage preset filters Manage your user account Managing widgets Mary WEM in Engage cloud hybrid article My Messages widget Omnichannel Desktop Outbound channel options Platform administration Prepare your tenant Prerequisites and browser support Profile lookup with Adobe Experience Platform Public and private keys Report widget Roles Saved searches Scenario: Onboarding new agents Screen pop configuration Screen Recordings Search Filter Search Results grid Single Sign-On Standard responses Statistics options Submit a support ticket Subscribe to nSight Supervisor options System communications with the platform Templates Transactions Trending Twitter channel options User communications over a private network User communications over PSTN User communications over the Internet User communications with the platform View a list of current users View audit trail Voice channel options Voicemail management Voicemail Management within Agent Setup What is an interaction Working with dashboards Working with saved trending filters Workitem channel options

None (182) · Journey (4) · UserComms (4)

None (5) · Administrator (4) · Agent Setup (96) · Cloud Data Download Service (8) · Genesys Agent Assist (3) · Genesys Recording, Quality Management, and Speech Analytics (19) · Genesys Skills Management (1) · Gplus Adapter for ServiceNow (4) · Internal Content Administration (3) · nGAGEMENT (38) · Success Factors for Genesys Multicloud CX (5) · test (4)

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 (66) · Agent Setup (72) · Agent Setup, Agent Workspace (2) · Agent Setup, Designer, Platform Administration (4) · Agent Workspace (1) · Agent Workspace, Agent Setup (3) · Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI (1) · Agent Workspace, Designer, Pulse Reporting, Reporting GCXI (1) · Cloud Data Download Service (8) · Genesys Portal (2) · Platform Administration (10) · Recording (19) · WEM (1)

None (188) · CE01 (2)

None (190)