Drilldown: Article

No (229)

Draft:PEC-CAB (17) · Draft:PEC-REP (98) · PEC-CAB (17) · PEC-REP (97)

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 (4) · No (225)

Administrator (30) · Administrator, Developer (2) · Administrator, Supervisor (195) · Developer (2)

Agent Details Activity Report (5) · Weekly Self Service Containment Dashboard (4) · Weekly Queue Summary Dashboard (4) · Weekly Business Attribute Dashboard (4) · Weekly Agent Group Utilization Dashboard (4) · Weekly Agent Group Performance Dashboard (4) · Bot Analytical Dashboard (4) · Agent Login-Logout Details Report (4) · Agent State Details Report (4) · Final Disposition Dashboard (4)

Other values: ; Abandon Delay Report Agent Conduct 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 Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report ANI Details Dashboard ANI Details Report Application Duration Report Application Summary Report Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback scenarios Callback Summary Report Campaign Summary Report Chat Engagement Report Chat Message Statistics Report Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configuring Capacity rules Configuring Click-To-Call-In Groups Configuring Country and Number Validation rules Configuring Region Affinity rules Contact Center Dashboard Contact List Effectiveness Report Controlling user access Customer Perspective Report Dashboards Designer reports Details reports Email reports Genesys Multicloud CX REST APIs and tutorials for Callback Getting started with Callback Inbound Intraday Email Process Report Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Managing callbacks Milestone Path Analysis Dashboard Milestone Summary Report Monitor callback queues Outbound Contact reports Outbound Email Report 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 Provisioning Callback in Designer Provisioning CAPTCHA Provisioning Push Notifications Provisioning the Click-to-Call-In scenario Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Registering for access to statistics Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Routing dashboards Task Volume Dashboard Transfer Dashboard Transfer Detail Report Troubleshooting and validating functionality Viewing Click-To-Call-In records

None (26) · Agent Details Activity Report (5) · Bot Analytical Dashboard (4) · Final Disposition Dashboard (4) · Agent Login-Logout Details Report (4) · Agent State Details Report (4)

Other values: ; Abandon Delay Report Agent Conduct 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 Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report ANI Details Report Application Duration Report Application Summary Report Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback scenarios Callback Summary Report Campaign Summary Report Chat Engagement Report Chat Message Statistics Report Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configuring Capacity rules Configuring Click-To-Call-In Groups Configuring Country and Number Validation rules Configuring Region Affinity rules Contact Center Dashboard Contact List Effectiveness Report Controlling user access Customer Perspective Report Dashboards Designer reports Details reports Email reports Genesys Multicloud CX REST APIs and tutorials for Callback Getting started with Callback Inbound Intraday Email Process Report Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Managing callbacks Milestone Summary Report Monitor callback queues Outbound Contact reports Outbound Email Report 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 Provisioning Callback in Designer Provisioning CAPTCHA Provisioning Push Notifications Provisioning the Click-to-Call-In scenario Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Registering for access to statistics Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Routing dashboards Task Volume Dashboard Transfer Detail Report Troubleshooting and validating functionality Viewing Click-To-Call-In records

None (223) · CallbackClickToCall (6)

None (1) · Callback (34) · Reporting (194)

Administrator (34) · RPRT (195)

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 (229)

None (229)