Drilldown: Article

None (27) · No (224) · Yes (6)

Draft:GDE (4) · Draft:PEC-AS (87) · Draft:PEC-REC (67) · GDE (5) · PEC-AS (46) · PEC-REC (48)

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 (37) · No (220)

None (56) · Administrator (201)

What is an interaction (4) · Dashboard (3) · Templates (3) · Create a new dashboard (3) · Transactions (3) · Trending (3) · Supervisor options (3) · Channel options (3) · Statistics options (3) · Explore (3) · Bulk Import (3) · Managing widgets (3) · Single Sign-On (3) · Interaction lists (3) · Working with dashboards (3) · Agent Groups (3) · Search Results grid (3) · Working with saved trending filters (3) · Report widget (3) · Content browser (3)

Other values: ; Access control for Recording users Access Groups Action Items Add and manage Caller ID Agent accounts Agent and contact center statistics Agent Setup Agent Workspace settings Analyze related words Audit Available report templates Blob Storage Business attributes Capacity rules Case and toast data Categories Chat channel options Chat options Configure global login Configuring your bot Contact Center Settings Contact options Contacts Create a new search Create a Trending filter Create an evaluation Create and manage agent groups Create and manage agents Create and manage custom agent states Create and manage forms Create your first chat bot CRM Adapter Deploying the Screen Recording Service Desktop Options Desktop Statistics Desktop Views options Dispositions DNs Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable external URLs Enable feedback Evaluation Sessions Evaluations Manager Explore terms Export agent accounts Export Trending Data Facebook channel options Facebook options FAQ Article Feedback options Form questions Forms Manager Genesys Softphone Genesys Softphone options Getting started Global favorites Global Login options Gplus Adapter for Salesforce options How Agent Setup works How Recording, Quality Management and Speech Analytics works Interaction history advanced search Interaction History Advanced Search options Manage agents and other users Manage Email Addresses Manage the Blacklist My Channels options My Messages widget New in this release Outbound channel options Outbound options Overview Performing and managing Evaluation Sessions Permalink Platform administration Programs Quality Management (QM) Recording certificate management Recording Cloud Backup Service Recording options Report templates Reports Roles Routing Routing Manager Saved searches Scenario: Onboarding agents and supervisors Screen Recordings Search Filter Service Client options Sharing Business Attributes in Agent Setup Slots and Slot Types Specifying search criteria Standard Response Library options Standard Response options Standard responses Tools Topics Topics, Categories, and Programs Trending chart data description Trending Filter toolbar description Trending Filter tooltip description Twitter channel options Twitter options Using the Media Player View audit trail Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup Working with Bots Working with Global Favorites Working with interactions Working with saved reports Workitem channel options Workitem options

None (11) · What is an interaction (4)

Other values: ; Access control for Recording users Access Groups Action Items Agent accounts Agent and contact center statistics Agent Groups Agent Setup Agent Workspace settings Analyze related words Audit Available report templates Blob Storage Bulk Import Business attributes Caller ID Capacity rules Case and toast data Categories Channel options Chat channel options Chat options Configure global login Contact Center Settings Contact options Contacts Content browser Create a new dashboard Create a new search Create a Trending filter Create an evaluation Create and manage agent groups Create and manage agents Create and manage forms Create custom agent states Create your first bot CRM Adapter Dashboard Deploying the Screen Recording Service Desktop Options Desktop Statistics Desktop Views options Dispositions DNs Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable external URLs Enable feedback Evaluation Sessions Evaluations Manager Explore Explore terms Export agent accounts Facebook channel options Facebook options FAQ Article Feedback options Form questions Forms Manager Genesys Softphone Genesys Softphone options Getting started Global favorites Global Login options Gplus Salesforce options How Recording, Quality Management and Speech Analytics works Interaction history advanced search Interaction History Advanced Search options Interaction lists Manage agents Manage Email Addresses Manage the Blacklist Managing widgets My Channels options My Messages widget New in this release Outbound channel options Outbound options Performing and managing Evaluation Sessions Permalink Platform administration Programs Quality Management (QM) Recording certificate management Recording Cloud Backup Service Recording options Report templates Report widget Reports Roles Routing Routing Manager Saved searches Scenario: Onboarding new agents Screen Recordings Search Filter Search Results grid Service Client options Sharing Business Attributes in Agent Setup Single Sign-On Specifying search criteria Standard Response Library options Standard Response options Standard responses Statistics options Supervisor options Templates Tools Topics Topics, Categories, and Programs Transactions Trending Trending chart data description Trending Filter toolbar description Trending Filter tooltip description Twitter channel options Twitter options Using the Media Player View audit trail Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup Working with dashboards Working with Global Favorites Working with interactions Working with saved reports Working with saved trending filters Workitem channel options Workitem options

None (253) · Journey (4)

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 (19) · Administrator (8) · ManageCC (92) · Source (39) · User (95)

None (58) · Agent Setup (70) · Agent Setup, Agent Workspace (2) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace, Agent Setup (2) · Platform Administration (10) · Recording (113)

None (255) · CE01 (2)

None (257)