Drilldown: Article

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Draft:PEC-REP (240) · PEC-REP (23)

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 (223) · No (40)

None (259) · Administrator (4)

Agent Group Membership Details Report (5) · Callback reports (5) · Outbound Contact reports (5) · Agent Login-Logout Details Report (5) · Agent State Details Report (5)

Other values: ; About This Database Reference Activity Summary Report Administrator Tasks Agent Activity Business Result report Agent Adherence Report Metrics and End Notes Agent Details Activity Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Details report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Statistics Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Time report Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Callback Details Report Callback Summary Report Calling_List_Metric Subject Area Calling_List_To_Campaign Subject Area Campaign Callbacks Summary Report Campaign Statistics Campaign Summary Report Campaign_Group_Session Subject Area Campaign_Group_State Subject Area Campaign_Group_To_Campaign Subject Area Can I customize CX Insights reports? Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact Center Performance Report Metrics Contact List Effectiveness Report Contact_Attempt Subject Area Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Dashboards Designer reports Details reports Dimension tables Email reports Enabling Wait-lists eServices Statistics ETL Audit Dashboard Fact tables Facts Subject Area Forecasting Genesys CX Insights Support for GDPR Genesys Info Mart Database Genesys Info Mart Database Schema Genesys Info Mart Historical Database Reference Genesys Info Mart Tenant User Schema and Tenant Views Genesys Interactive Insights User Management Genesys Multicloud CX reports How can I use templates to simplify widget creation? How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? How do I use formulas to customize reports? Inbound Voice User Report Interaction Flow Details report Interaction Flow Report Interaction Handling Attempt Details report Interaction Handling Attempt Report Interaction Subject Area Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report Interaction_Resource Subject Area Interaction_Resource_State Subject Area IVR Usage Report Managing Overtime Mediation_Segment Subject Area Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer New in the Info Mart Database New in This Release Operating and managing Genesys Info Mart Overlays Primer Place_Group Subject Area Populating Genesys Info Mart data Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Query examples Queue Dashboard Queue Outline Report Queue Statistics Queue Summary Customer Segment report Queue Summary Report Queues reports Report scheduling Resource Performance Dashboard Resource Performance Report Resource_Group Subject Area Resource_Skill Subject Area Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Self-Service Statistics Report Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Subject Areas Summary of Info Mart Schema Changes Summary_Resource_Session Subject Area Summary_Resource_State Subject Area Summary_Resource_State_Reason Subject Area Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Template function library Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using WFM Task Sequences WFM Metrics WFM Primers What historical reports are available in Genesys CX Insights? Widget Errors Workforce Management Workforce Management ETL Database Reference

Agent State Details Report (5) · Outbound Contact reports (5) · Agent Login-Logout Details Report (5) · Agent Group Membership Details Report (5) · Callback reports (5)

Other values: ; About This Database Reference Activity Summary Report Administrator Tasks Agent Activity Business Result report Agent Adherence Report Metrics and End Notes Agent Details Activity Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Details report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Statistics Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Time report Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Callback Details Report Callback Summary Report Calling_List_Metric Subject Area Calling_List_To_Campaign Subject Area Campaign Callbacks Summary Report Campaign Statistics Campaign Summary Report Campaign_Group_Session Subject Area Campaign_Group_State Subject Area Campaign_Group_To_Campaign Subject Area Can I customize CX Insights reports? Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact Center Performance Report Metrics Contact List Effectiveness Report Contact_Attempt Subject Area Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Dashboards Designer reports Details reports Dimension tables Email reports Enabling Wait-lists eServices Statistics ETL Audit Dashboard Fact tables Facts Subject Area Forecasting Genesys Info Mart Database Genesys Info Mart Database Schema Genesys Info Mart Historical Database Reference Genesys Info Mart Tenant User Schema and Tenant Views Genesys Interactive Insights User Management Genesys Multicloud CX reports How can I use templates to simplify widget creation? How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? How do I use formulas to customize reports? Inbound Voice User Report Interaction Flow Details report Interaction Flow Report Interaction Handling Attempt Details report Interaction Handling Attempt Report Interaction Subject Area Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report Interaction_Resource Subject Area Interaction_Resource_State Subject Area IVR Usage Report Managing Overtime Mediation_Segment Subject Area Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer New in the Info Mart Database Overlays Primer Place_Group Subject Area Populating Genesys Info Mart data Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Query examples Queue Dashboard Queue Outline Report Queue Statistics Queue Summary Customer Segment report Queue Summary Report Queues reports Report scheduling Resource Performance Dashboard Resource Performance Report Resource_Group Subject Area Resource_Skill Subject Area Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Self-Service Statistics Report Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Subject Areas Summary of Info Mart Schema Changes Summary_Resource_Session Subject Area Summary_Resource_State Subject Area Summary_Resource_State_Reason Subject Area Supervisor Dashboard Support for GDPR Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Template function library Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using WFM Task Sequences WFM Metrics WFM Primers What historical reports are available in Genesys CX Insights? Widget Errors Workforce Management Workforce Management ETL Database Reference

None (263)

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

Admin (34) · Administrator (5) · CX Insights (110) · GCXI (21) · GIM (25) · GIMPEGuide (1) · II (18) · PDMLibraryGIM (2) · RPRT (38) · RT (9)

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 (263)

None (263)