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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 (27) · Agent (71) · Agent, Supervisor (48)

Getting started (6) · Multi-site trading (3) · How autogranting works (3) · Logging in and out (3) · Viewing exception totals (3)

Other values: ; Activity History Adding exceptions to your schedule Agent Workspace (v9) Answering Calls Bidding Bidding on overtime Changing your Status Channels and the Channels tab Chat Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Email Facebook Chat Genesys Predictive Engagement Chat Interaction Get started with Gplus Adapter 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 views Internal interactions Know more about supported features Log in Logging in Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Navigating Agent Workspace New in this Release Outbound campaigns Preferences Related interactions Schedules Screen Pops SMS Chat Standard responses Team Communicator The Contact Directory and contact management Time off Trading Twitter Chat 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 Voicemail for Supervisors WhatsApp Chat Workbins Working with Gplus Adapter for Salesforce Workitems

Getting started (6) · None (5) · Viewing exception totals (3) · Logging in and out (3) · How autogranting works (3) · Multi-site trading (3)

Other values: ; Activity History Adding exceptions to your schedule Agent Workspace (v9) Bidding Bidding on overtime Calls Channels and the Channels tab Chat Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Email Facebook Chat Genesys Predictive Engagement 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 views Internal interactions 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 Navigating Agent Workspace New in this Release Outbound campaigns Preferences Related interactions Schedule Screen Pops SMS Chat Standard responses Supported features Team Communicator The Contact Directory and contact management Time off Trading Twitter Chat 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 Voicemail for Supervisors WhatsApp Chat Workbins Working with Gplus Adapter Workitems

None (146)

None (1) · 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) · 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 (88) · Workforce Management (58)

None (146)

None (146)