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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

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None (186) · Administrator (2) · Administrator, Reviewer (2) · Agent (71) · Agent, Supervisor (48) · Developer (36) · Staff (8)

Configuration (19) · Localization (17) · API Commands (17) · API Events (17) · Getting started (6) · What you can monitor (4) · The Settings menu (4) · Monitor predictor feature coverage (4) · Create and update users and roles (4) · View model accuracy (4) · View KPI outcome (4)

Other values: ; A/B model performance testing Activity History Adding exceptions to your schedule Agent Variance report Agent Workspace (v9) Answering Calls App Bidding Bidding on overtime Calendar Callback CallbackService CallUs Changing your Status Channels and the Channels tab ChannelSelector Chat Click-to-dial Co-browse Co-browse sessions Common Configure an account Configure your password policies Configure, train, and test models Console Contacts and interactions Create and test predictors and models Create and train predictors and models Create and update predictors Creating trade proposals Customizable Callback Registration Form Customizable Chat Registration Form Email Engage Estimated Wait Time Facebook Chat Feature Analysis report Genesys Predictive Engagement Chat Interaction Genesys Widgets extensions Get started with Gplus Adapter Gplus Adapter for Salesforce (v9) How autogranting works How bidding works How Does GPR Score Agents? How to configure score expressions How to handle a workitem How to handle screen pops in ServiceNow How to make outbound calls How to manage inbound calls Interaction history views Internal interactions Know more about supported features Log in Logging in Logging in and out Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Metadata Multi-site trading Navigating Agent Workspace New in this Release Offers Outbound campaigns Overlay Preferences Related interactions Reset a password Reset your password Routing Scenarios Using GPR Schedules Screen Pops SideBar SMS Chat Standard responses StatsService Team Communicator The Contact Directory and contact management Time off Toaster Trading Twitter Chat Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace View Agent Details View Customer Details View Datasets Trends and Reports View jobs reports and details View the Agent Profile schema View the Customer Profile schema View uploaded datasets View your uploaded data 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 Voicemail for Supervisors WebChat WebChatService WhatsApp Chat Widgets Bus API overview WindowManager Workbins Working with Gplus Adapter for Salesforce Workitems

Configuration (19) · API Commands (17) · Localization (17) · API Events (17) · Getting started (6) · None (5) · What you can monitor (4) · Create and update users and roles (4) · View model accuracy (4) · View KPI outcome (4) · The Settings menu (4) · Monitor predictor feature coverage (4)

Other values: ; A/B model performance testing Activity History Adding exceptions to your schedule Agent Variance report Agent Workspace (v9) App Bidding Bidding on overtime Calendar Callback CallbackService Callback___ Calls CallUs CallUs___ Channels and the Channels tab ChannelSelector ChannelSelector___ Chat Click-to-dial Co-browse sessions Co-browse___ Common Configure an account Configure your password policies Configure, train, and test models Console Console___ Contacts and interactions Create and test predictors and models Create and train predictors and models Create and update predictors Creating trade proposals Customizable Callback Registration Form Customizable Chat Registration Form Email Engage Engage___ Estimated Wait Time Facebook Chat Feature Analysis report Genesys Predictive Engagement Genesys Widgets extensions Gplus Adapter basics Gplus Adapter for Salesforce (v9) How autogranting works How bidding works How Does GPR Score Agents? How to configure score expressions How to handle a workitem How to handle screen pops in ServiceNow Interaction history views Internal interactions Logging in and out Make outbound calls 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 Metadata Multi-site trading Navigating Agent Workspace New in this Release Offers___ Outbound campaigns Overlay Overlay___ Preferences Related interactions Reset a password Reset your password Routing Scenarios Using GPR Schedule Screen Pops SideBar SideBar___ SMS Chat Standard responses StatsService StatsService___ Supported features Team Communicator The Contact Directory and contact management Time off Toaster Toaster___ Trading Twitter Chat Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace View Agent Details View Customer Details View Datasets Trends and Reports View jobs reports and details View the Agent Profile schema View the Customer Profile schema View uploaded datasets View your uploaded data 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 Voicemail for Supervisors WebChat WebChatService WhatsApp Chat Widgets Bus API overview WindowManager WindowManager___ Workbins Working with Gplus Adapter Workitems

None (347) · GPRAnalysis (4) · GPRDataUpload (2)

None (2) · Agent Workspace (48) · Genesys Agent Assist (1) · Genesys Predictive Routing (82) · Gplus Adapter for Microsoft Dynamics 365 (4) · Gplus Adapter for Salesforce (12) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (2) · Voicemail (1) · Widgets (124) · Workforce Management (66)

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