Drilldown: Article

None (43) · No (54)

Draft:AS (1) · Draft:ContentAdmin (1) · Draft:GAA (4) · Draft:GAM (19) · Draft:PEC-Admin (1) · Draft:PEC-GSM (5) · Draft:PEC-REP (34) · Draft:PEC-SF (5) · Draft:PEC-test (4) · GAM (19) · GASN (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

None (40) · No (57)

None (95) · Administrator (1) · Developer (1)

Other values: ; About metrics About user accounts Adding a new summary section (Display title) Agent Activity Business Result report Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agents reports All About Voice Available metrics Barb's Call Flow Diagrams 3/20 Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Change agent or team leader password Chat reports Co-browse reports Configure Agents Configure challenges and leaderboard settings 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 Configuring and running Data Uploader for OrgData uploads Contact List Effectiveness Report Dashboards Deleting a summary section (display title) Deploying your configuration set (display title) Designer reports Details reports Email reports Genesys Multicloud CX reports Get nGAGEMENT Get Started with Genesys Agent Assist for Genesys Multicloud CX How to configure and customize screen pops How to configure the Gplus Adapter How to install the Gplus Adapter Initial configuration in nGAGEMENT Installing Data Uploader Interaction Flow Details report Interaction Handling Attempt Details report KPI display types Manage metrics Manage nGAGEMENT Manage preset filters Manage your user account nGAGEMENT setup wizard Omnichannel Desktop Outbound Contact reports Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare your tenant Prerequisites Prerequisites and browser support Queue Summary Customer Segment report Queues reports Scheduling the Data Uploader to run daily Submit a support ticket Subscribe to nSight System communications with the Genesys Multicloud CX Platform 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

None (5) · Manage your user account (2) · Change agent or team leader password (2) · Configure login and logout exceptions (2) · Initial configuration (2) · Configure manager and team leader accounts (2) · Callback reports (2) · Configure powerhouse performance points (2) · Outbound Contact reports (2) · Available metrics (2) · Manage preset filters (2) · Manage nGAGEMENT (2) · Submit a support ticket (2) · Subscribe to nSight (2) · Manage metrics (2) · KPI display types (2) · About metrics (2) · View a list of current users (2) · About user accounts (2) · Configure challenges and leaderboard settings (2)

Other values: ; Adapter configuration Adapter installation Adding a new summary section (ToC title) Agent Activity Business Result report Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agents reports Barb's Call Flow Diagrams 3/20 Business Results reports Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat reports Co-browse reports Configure Agents Configuring a summary section (ToC title) Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Contact List Effectiveness Report Dashboards Deleting a summary section (Toc title) Deploying your configuration set (ToC title) Designer reports Details reports Email reports Genesys Multicloud CX Genesys Multicloud CX reports Installing Data Uploader Interaction Flow Details report Interaction Handling Attempt Details report Omnichannel Desktop Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare your tenant Prerequisites Prerequisites and browser support Queue Summary Customer Segment report Queues reports Scheduling the Data Uploader to run daily Screen pop configuration System communications with the platform User communications over a private network User communications over PSTN User communications over the Internet User communications with the platform Voice

None (93) · UserComms (4)

None (2) · Genesys Agent Assist (4) · Genesys Skills Management (5) · Gplus Adapter for ServiceNow (4) · Internal Content Administration (1) · nGAGEMENT (38) · Reporting (34) · 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 · 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 (97)

None (97)