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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 (46) · No (139) · Yes (1)

None (67) · Agent (71) · Agent, Supervisor (48)

Getting started (7) · Multi-site trading (3) · Logging in and out (3) · How autogranting works (3) · Viewing exception totals (3)

Other values: ; Activity History Adding exceptions to your schedule Agent accounts Agent Groups Agent Setup Agent Workspace (v9) Agent Workspace settings Answering Calls Audit Bidding Bidding on overtime Bulk Import Changing your Status Channel options Channels and the Channels tab Chat Chat options Click-to-dial Co-browse sessions Configuration Contact Center Settings Contact options Contacts and interactions Creating trade proposals CRM Adapter Desktop Options Desktop Statistics Email Email Mailboxes Email options Facebook Chat Facebook options Feedback options Genesys Predictive Engagement Chat Interaction Genesys Softphone options Get started with Gplus Adapter Global Login options Gplus Adapter for Salesforce (v9) 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 options Interaction history views Internal interactions Know more about supported features Log in Logging in Manage Email Addresses Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests My Channels options Navigating Agent Workspace New in this Release Outbound campaigns Outbound options Preferences Recording options Related interactions Routing Manager Schedules Screen Pops Service Client options Sharing Business Attributes in Agent Setup Single Sign-On SMS Chat Standard Response Library options Standard Response options Standard responses Statistics options Supervisor options Team Communicator Templates The Contact Directory and contact management Time off Trading Transactions Twitter Chat Twitter options Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace 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 options Voicemail for Supervisors WhatsApp Chat Workbins Working with Global Favorites Working with Gplus Adapter for Salesforce Working with TOCs Workitem options Workitems

Getting started (7) · None (6) · Viewing exception totals (3) · How autogranting works (3) · Multi-site trading (3) · Logging in and out (3)

Other values: ; Activity History Adding exceptions to your schedule Agent accounts Agent Groups Agent Setup Agent Workspace (v9) Agent Workspace settings Audit Bidding Bidding on overtime Bulk Import Calls Channel options Channels and the Channels tab Chat Chat options Click-to-dial Co-browse sessions Configuration Contact Center Settings Contact options Contacts and interactions Creating trade proposals CRM Adapter Desktop Options Desktop Statistics Email Email Mailboxes Email options Facebook Chat Facebook options Feedback options Genesys Predictive Engagement Genesys Softphone options Global Login options Gplus Adapter basics Gplus Adapter for Salesforce (v9) How bidding works How to handle a workitem How to handle screen pops in ServiceNow Interaction History Advanced Search options Interaction history views Internal interactions Make outbound calls Manage Email Addresses 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 My Channels options Navigating Agent Workspace New in this Release Outbound campaigns Outbound options Preferences Recording options Related interactions Routing Manager Schedule Screen Pops Service Client options Sharing Business Attributes in Agent Setup Single Sign-On SMS Chat Standard Response Library options Standard Response options Standard responses Statistics options Supervisor options Supported features Team Communicator Templates The Contact Directory and contact management Time off Trading Transactions Twitter Chat Twitter options Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace 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 options Voicemail for Supervisors WhatsApp Chat Workbins Working with Global Favorites Working with Gplus Adapter Workitem options Workitems

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None (1) · Agent Setup (39) · Agent Workspace (48) · Genesys Agent Assist (1) · Gplus Adapter for Microsoft Dynamics 365 (4) · Gplus Adapter for Salesforce (12) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (2) · Internal Content Administration (1) · Voicemail (1) · Workforce Management (66)

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 (128) · Workforce Management (58)

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None (186)