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None (1) · No (273) · Yes (2)

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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 (22) · Administrator (237) · Administrator, Agent (2) · Agent (14) · Developer (1)

Click-to-Dial (4) · Gplus Adapter for Salesforce (v9) (4) · Activity History (4)

Other values: ; About application resources About Gplus Adapter for Salesforce Activity Block Admin Resources Application Details Application phases Application resources Application Settings Application workflow Applications Assign Variables Block Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Bots Dashboard Business Control Dashboard Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Change Persona block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Configuring and Using General Features Configuring SSO Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Data Tables Dashboard Debug Block Default Routing in Designer Deploy Designer Deploy Designer (versions prior to v9010005) Deploy Designer (versions v9010005 and above) Deploy Designer (versions v9012214 and above) Designer Analytics Digital Channels in Designer Digital Resources Durations ECMAScript Expressions Emergency Block Emergency Flags External Services External Services Blocks Features and limitations File size limitations Genesys Multicloud CX Email Get Chat Transcript Block Getting started Go To Block Gplus Adapter for Salesforce - Agent Workspace option Gplus Adapter support for Service Client API Heatmap How Gplus Adapter for Salesforce works HTTP REST Block Inputs Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating Gplus Adapter Private Edition in Lightning Lightning Experience Logic and Control Blocks Media Collections Menu Block Menu Option Block Migrating to Gplus Adapter (v9) Milestone Block Partition-Based Access Control Path Permissions and Access Personas Play Message Block Predictive Routing Block Query VQs Block Quick links to Designer topics Record Block Record Utterance Block Reporting Blocks Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Routing Blocks Sankey Path Analysis Saving and Publishing Your Application Screen Pop Screen Pops Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Session Detail Record (SDR) Fields Reference Session Detail Records Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application Special Day Block Special Days Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Survey Blocks Surveys System Application Dispositions Terminate Block (Digital) Terminate Call Block Transaction List Block Transfer Block Troubleshooting Troubleshooting Gplus Adapter Integration with Salesforce Upgrade notes User Input Block User Interaction Blocks Using the blocks Validate Phone Number Block Variables Voice Mail Block Working with Gplus Adapter for Salesforce

Click-to-Dial (4) · Gplus Adapter for Salesforce (v9) (4) · Troubleshooting (4) · Activity History (4)

Other values: ; About Admin resources About application resources About Business Controls About Business Controls blocks About Callback blocks About Data blocks About External Services blocks About Logic and Control Blocks About Reporting blocks About Routing blocks About Survey blocks About User Interaction blocks Activity Block Application Details Application phases Application resources Application settings Application workflow (builds and streams) Assign Variables Block Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Bots Dashboard Business Control Dashboard Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Change Persona block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Configuring and Using General Features Configuring SSO Custom Service Block Dashboard management Data Tables Data Tables Block Data Tables Dashboard Debug Block Default Routing in Designer Deploy Designer Deploy Designer (versions prior to v9010005) Deploy Designer (versions v9010005 and above) Deploy Designer (versions v9012214 and above) Designer Analytics Digital Channels Durations Emergency Block Emergency Flags External Services Features and limitations File size limitations Genesys Multicloud CX Email Get Chat Transcript Block Getting started Go To Block Gplus Adapter for Salesforce - Agent Workspace option Gplus Adapter SF Heatmap HTTP REST Block Inputs Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Lightning Experience Managing applications Managing Digital Resources Media collections Menu Block Menu Option Block Migrating to Gplus Adapter (v9) Milestone Block Partition-Based Access Control Path Permissions and Access Personas Play Message Block Predictive Routing Block Private Edition Query VQs Block Quick links Record Block Record Utterance Block Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Sankey Path Analysis Saving and Publishing Your Application Screen Pop Screen Pops Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Service Client API Session Detail Record (SDR) Fields Reference Session Detail Records Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application Special Day Block Special Days Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Surveys System Application Dispositions Terminate Block (Digital) Terminate Call Block Transaction List Block Transfer Block Upgrade notes User Input Block Using ECMAScript in Designer Using the blocks Validate Phone Number Block Variables Voice Mail Block Working with Gplus Adapter

None (269) · bots (5) · email, digital (2)

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 (2) · Administrator (23) · Agent (12) · Deployment (8) · Designer (227) · Developer (1) · GPAPEGuide (1) · WWEAgent (2)

None (60) · Agent Workspace, Agent Setup (2) · Designer (214)

None (276)

None (275) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (1)