Drilldown: Article

No (245)

Draft:GAA (1) · Draft:GAMD (1) · Draft:GASL (1) · Draft:GASN (6) · Draft:PEC-AD (31) · Draft:PEC-AS (49) · Draft:PEC-GPA (6) · Draft:PEC-WFM (31) · GASL (1) · GASN (6) · PEC-AD (28) · PEC-AS (47) · PEC-GPA (6) · PEC-WFM (31)

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 (27) · Administrator (90) · Agent (72) · Agent, Supervisor (56)

Getting started (6) · Standard responses (4) · Agent Assist tab (4)

Other values: ; Access Groups Activity History Add and manage Caller ID Adding exceptions to your schedule Agent and Agent Group Annex Agent and contact center statistics Agent Assist tab in Workspace Agent groups Agent Workspace (v9) Bidding Bidding on overtime Blob Storage Bulk import Business attributes Capacity rules Case and toast data Channel options Channels and the Channels tab Chat Chat channel options Click-to-dial Co-browse sessions Configuration Configure global login Contacts Contacts and interactions Create and manage agent groups Create and manage agents Create and manage custom agent states Creating trade proposals Desktop Views options Dispositions DNs Email Email addresses and mailboxes Email channel options Enable external URLs Enable feedback Export agent accounts Facebook channel options Facebook Chat Genesys Predictive Engagement Chat Interaction Genesys Softphone Get started with Gplus Adapter Global favorites Gplus Adapter for Salesforce (v9) Gplus Adapter for Salesforce options How autogranting works How bidding works How to handle a workitem How to handle screen pops in ServiceNow How to make outbound calls How to manage inbound calls Interaction history advanced search Interaction history views Internal interactions Know more about supported features Knowledge tab Log in Logging in and out Manage agents and other users Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Messaging Multi-site trading Navigating Agent Workspace New in this Release OLD Agent Assist tab Outbound campaigns Outbound channel options Platform administration Preferences Public and private keys Related interactions Roles Routing Scenario: Onboarding agents and supervisors Schedule Callback Schedules Screen Pops Single Sign-On SMS Chat Statistics options Supervisor options Team Communicator Templates The Contact Directory and contact management Time off Trading Transactions Twitter channel options Twitter Chat Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace View audit trail Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice Calls Voice channel options Voicemail management Voicemail Management within Agent Setup WhatsApp Chat Workbins Working with Gplus Adapter for Salesforce Workitem channel options Workitems

Getting started (6) · Standard responses (4)

Other values: ; Access Groups Activity History Adding exceptions to your schedule Agent and contact center statistics Agent Annex Agent Assist Agent Assist (test 2) Agent Assist (test) Agent groups Agent Workspace Agent Workspace (v9) Bidding Bidding on overtime Blob Storage Bulk import Business attributes Caller ID Calls Capacity rules Case and toast data Channel options Channels and the Channels tab Chat Chat channel options Click-to-dial Co-browse sessions Configuration Configure global login Contacts Contacts and interactions Create and manage agent groups Create and manage agents Create custom agent states Creating trade proposals Desktop Views options Dispositions DNs Email Email addresses and mailboxes Email channel options Enable external URLs Enable feedback Export agent accounts Facebook channel options Facebook Chat Genesys Predictive Engagement Genesys Softphone Global favorites Gplus Adapter basics Gplus Adapter for Salesforce (v9) Gplus Salesforce options How autogranting works How bidding works How to handle a workitem How to handle screen pops in ServiceNow Interaction history advanced search Interaction history views Internal interactions Knowledge tab Logging in and out Make outbound calls Manage agents Manage inbound calls Managing multi-site trade proposals Managing single-site trades proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Messaging Multi-site trading Navigating Agent Workspace New in this Release OLD Agent Assist Outbound campaigns Outbound channel options Platform administration Preferences Public and private keys Related interactions Roles Routing Scenario: Onboarding new agents Schedule Schedule a callback Screen Pops Single Sign-On SMS Chat Statistics options Supervisor options Supported features Team Communicator Templates The Contact Directory and contact management Time off Trading Transactions Twitter channel options Twitter Chat Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace View audit trail Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice channel options Voicemail management Voicemail Management within Agent Setup WhatsApp Chat Workbins Working with Gplus Adapter Workitem channel options Workitems

None (233) · ADResponse (6) · ADResponses (2) · Journey (4)

None (1) · Agent Desktop (1) · Agent Setup (96) · Agent Workspace (58) · Genesys Agent Assist (1) · Gplus Adapter for Microsoft Dynamics 365 (1) · Gplus Adapter for Salesforce (12) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (2) · Workforce Management (62)

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 (99) · Agent Setup (72) · Agent Setup, Agent Workspace (2) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace, Agent Setup (2) · Platform Administration (10) · Workforce Management (58)

None (245)

None (245)