Drilldown: Article

None (8) · No (107) · Yes (5)

ATC (4) · Draft:AS (1) · Draft:ATC (1) · Draft:ContentAdmin (1) · Draft:GDE (13) · Draft:GPR (23) · Draft:Mixed (10) · Draft:PE-GPR (2) · Draft:PEC-Admin (1) · Draft:PEC-Dev (14) · Draft:PEC-DevC (1) · Draft:SF (7) · Draft:Usecases (1) · Draft:WFM (3) · GASN (1) · GDE (27) · Mixed (8) · PE-GPR (1) · PEC-DC (1)

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 (34) · No (84) · Yes (2)

None (100) · Administrator (20)

Overview (3) · Intents (3) · Utterances (3) · Create your first chat bot (3) · Confirmations (3) · Media namespace (2) · TLS for Genesys Engage Servers (2) · Intent Disambiguation (2) · Adding Knowledge to your bot (2) · Improving your bot (2) · Deploy the URS Strategy Subroutines (2) · System namespace (2) · Testing your bot (2) · Configuring your bot (2) · Slots and Slot Types (2) · Types of tracked data (2) · User Guide (2) · Bots (2) · Versioning Bots (2) · Voice namespace (2)

Other values: ; Activity History Agent namespace Agent Workspace / Workspace Web Edition (SIP) use case All About Voice All Use Cases Appendix: Supported Encodings Authentication (SSO) Billing Data Server (BDS) on premises Billing Data Service (BDS) on Mixed Mode Billing Data Service (BDS) on Mixed Mode with GVP standalone Chat Bots Click-to-Dial Configuration namespace Configure the bot Configuring SSO Conversation sessions Create Service Channel customAttributes Database Maintenance Deploy Data Loader Developer Console Developer Sandbox Developing with the Service Client API Device icons (coming soon) Domains Email namespace Entities Generalized Architecture Genesys Designer Genesys Multicloud CX APIs Genesys Voice Platform (GVP) Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) Historical Reporting / Genesys CX Insights How Does GPR Score Agents? How to handle a workitem Improving your domain model Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Interaction namespace Migrating to Gplus Adapter (v9) Mixed Mode Overview Mixed Mode Suite Level Requirements Mixed Mode Use Cases Monitor predictor feature coverage Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Slots Story Points FAQ Strategy Subroutines Monitoring and Logging System Requirements, Pre-Requisites, and Planning Testing your Chat Bot Using Copy and Paste Format for Statistics Using the Developer Console Voice Bots Web Real-Time Communication (WebRTC) Agents use case WFM Configuration Objects WFM Policy Objects Working with Bots Workspace Web Edition with Genesys Digital Channels

None (35) · Create your first bot (3) · Voice namespace (2) · Versioning bots (2) · Types of tracked data (2) · TLS (2) · Testing your bot (2) · System namespace (2) · Intent Disambiguation (2) · Deploy the URS Strategy Subroutines (2) · Media namespace (2)

Other values: ; Activity History Agent namespace Appendix: Supported Encodings Authentication BDS on Mixed Mode BDS on Mixed Mode with GVP BDS on prem Chat Bots Click-to-Dial Configuration namespace Configuring SSO Conversation sessions Create Service Channel customAttributes Database Maintenance Deploy Data Loader Designer Developer Console Developing with the Service Client API Device icons (coming soon) Digital Channels Email namespace General Architecture Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) GVP Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) How Does GPR Score Agents? How to handle a workitem Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Interaction namespace Migrating to Gplus Adapter (v9) Monitor predictor feature coverage Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting Overview R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Reporting Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Strategy Subroutines Monitoring and Logging Suite Level Requirements System Requirements, Pre-Requisites, and Planning Testing your Bot Use Cases Using Copy and Paste Format for Statistics Voice Voice Bots WebRTC agents WFM Configuration Objects WFM Policy Objects Workspace Web Edition

None (119) · Journey Shaping (1)

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) · Admin (2) · AdminGuide (1) · Administrator (14) · Agent (1) · AgentGuide (1) · Deployment (43) · DevConsole (1) · Developer (1) · Help (1) · SCAPI (8) · SDK (3) · User (40)

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 (120)

None (120)