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Draft:PEC-DC (2) · Draft:PEC-Dev (3) · Draft:PEC-Developer (12) · Draft:PEC-ES (2) · Draft:PEC-GPA (12) · Draft:PEC-GS (5) · Draft:PEC-IVR (11) · Draft:PEC-IWD (14) · Draft:PEC-OU (14) · Draft:PEC-REP (3) · Draft:PEC-ROU (87) · Draft:PEC-WFM (8) · Draft:SF (7) · Draft:WFM (3) · PEC-DC (2) · PEC-GPA (11) · PEC-GS (5) · PEC-IWD (13) · PEC-REP (2) · PEC-WFM (5)

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 (134) · No (86) · Yes (1)

None (181) · Administrator (40)

Configuring SSO (3) · Activity History (3) · Screen Pop (3) · Migrating to Gplus Adapter (v9) (3) · Getting Started (3) · Click-to-Dial (3)

Other values: ; Account Manager Activity Block Admin Agent namespace Application Workflow Applications Assign Variables Block Audio device settings Audio Resource Files Audio Resources Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block 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 Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Configuration features Configuration namespace Configuration objects Configuration options reference Configure IWD Configuring and Using General Features Create and Manage Multiple Versions Create Service Channel Creating and managing DID Groups Custom Service Block CX Contact Solutions Guide Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Deploying Genesys Softphone Designer Designer Analytics Developer Console Developer Sandbox Digital Resources Email namespace Emergency Block Emergency Flags Enterprise Manager Exporting External Services Blocks Genesys CX Insights Support for GDPR Genesys Interactive Insights User Management Genesys Multicloud CX APIs Genesys Predictive Routing Genesys Softphone architecture Genesys Task Routing setup Get Chat Transcript Block Go To Block Gplus Adapter for Salesforce (v9) Gplus Adapter for Salesforce Lightning (v9) Gplus Adapter support for Service Client API Grammars & Bots GVP PaaS How IWD works HTTP REST Block Installing and Uninstalling Integrate with Genesys Hub Integrating Gplus Adapter Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating Gplus Adapter Private Edition in Lightning Integrating with Genesys Cloud CX Interaction namespace Logic and Control Blocks Manage DID Groups with IVR Administration Media namespace Media Resources Menu Block Menu Option Block Milestone Block Monitor work items and emails Multi-channel Campaigns Outbound Outbound Dialing Modes Outbound Solutions Parameter Group Templates Parameter Groups Parameters Partitions Permissions and Access Personalities Play Message Block Policy objects Predictive Routing Block Prepare for Office 365 integration Provision IVR Profiles yourself Provisioning IVR profiles yourself Query VQs Block Record Block Record Utterance block Report scheduling Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Schedule validation errors and warnings Screening Rules Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Service Client API Set up IWD Setup Survey Block Shared Module Block Shared Modules Single sign on with Agent Workspace Special Day Block Special Days Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Start Treatment Block Statistic Block Summary Survey Blocks System namespace Terminate Block (Digital) Terminate Call Block Test IWD provisioning Transaction List Block Transfer Block Troubleshooting Gplus Adapter Integration with Salesforce Use Workload Manager User Input Block User Interaction Blocks User Interface Using Blocks Using copy and paste for statistics Using Copy and Paste Format for Statistics Validate Phone Number Block Variables View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Prioritization schemas Voice Mail Block Voice namespace WFM Configuration Objects WFM Policy Objects WFM Primers

Getting Started (3) · Activity History (3) · Migrating to Gplus Adapter (v9) (3) · Configuring SSO (3) · Service Client API (3) · Screen Pop (3) · Click-to-Dial (3)

Other values: ; Account Manager Activity Block Admin Agent namespace Application Workflow Applications Assign Variables Block Audio device settings Audio Resource Files Audio Resources Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block 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 Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Configuration features Configuration namespace Configuration objects Configuration options reference Configure IWD Configuring and Using General Features Create and Manage Multiple Versions Create Service Channel Creating and managing DID Groups Custom Service Block CX Contact Solutions Guide Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Deploying Genesys Softphone Designer Designer Analytics Developer Console Developer Sandbox Digital Resources Email namespace Emergency Block Emergency Flags Enterprise Manager Exporting External Services Blocks Genesys Interactive Insights User Management Genesys Multicloud CX APIs Genesys Predictive Routing Genesys Softphone architecture Genesys Task Routing setup Get Chat Transcript Block Go To Block Gplus Adapter for Salesforce (v9) Gplus Adapter for Salesforce Lightning (v9) Grammars & Bots GVP PaaS HTTP REST Block Installing and Uninstalling Integrate with Genesys Hub Integrating Gplus Adapter Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating with Genesys Cloud CX Intelligent Workload Distribution Interaction namespace Logic and Control Blocks Manage DID Groups with IVR Administration Media namespace Media Resources Menu Block Menu Option Block Milestone Block Monitor work items and emails Multi-channel Campaigns Outbound Outbound Dialing Modes Outbound Solutions Parameter Group Templates Parameter Groups Parameters Partitions Permissions and Access Personalities Play Message Block Policy objects Predictive Routing Block Prepare for Office 365 integration Private Edition Provision IVR Profiles yourself Provisioning IVR profiles yourself Query VQs Block Record Block Record Utterance block Report scheduling Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Schedule validation errors and warnings Screening Rules Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Set up IWD Setup Survey Block Shared Module Block Shared Modules Single sign on with Agent Workspace Special Day Block Special Days Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Start Treatment Block Statistic Block Summary Support for GDPR Survey Blocks System namespace Terminate Block (Digital) Terminate Call Block Test IWD provisioning Transaction List Block Transfer Block Troubleshooting Use Workload Manager User Input Block User Interaction Blocks User Interface Using Blocks Using copy and paste for statistics Using Copy and Paste Format for Statistics Validate Phone Number Block Variables View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Prioritization schemas Voice Mail Block Voice namespace WFM Configuration Objects WFM Policy Objects WFM Primers

None (217) · Journey (4)

None (14) · Developer (12) · Digital Channels (3) · eServices Manager (2) · Genesys Softphone (10) · Gplus Adapter for Salesforce (23) · Intelligent Workload Distribution (27) · IVR Administration (11) · Outbound (CX Contact) (14) · Reporting (5) · Routing and Designer (87) · Workforce Management (13)

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 (221)

None (221)