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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 (34) · No (408)

None (165) · Agent (71) · Agent, Supervisor (48) · Supervisor (158)

Getting started (8) · Logging in and out (5) · Trading (4) · Schedules (4) · Configuration (4) · Multi-site trading (3) · How autogranting works (3) · Viewing exception totals (3)

Other values: ; Activities Activity History Add Calendar Items Wizard Add Overhead Wizard Add/Remove Scenario Elements Wizard Adding Breaks and Meals to Shifts Adding exceptions to your schedule Adherence Adherence Reports Adherence Views Agent Contracts and Rotating Patterns Agent Workspace (v9) Agents Agents Time Off Answering Calls Associating Agents with Rotating Patterns Audit Reports Availability Patterns Bidding Bidding on overtime Business Units Calendar Calendar Reports Changing your Status Channels and the Channels tab Chat Cleanup Master Schedule Window Click-to-dial Co-browse sessions Colors Commit/Rollback Multiple Wizard Configuration Reports Configuring Bidding Periods Contacts and interactions Contract Constraints Contract Shifts, Agents, and Profiles Contracts Contracts Site Settings Creating Activity Sets and Groups Creating trade proposals Date Selectors Day Off and Weekend Rules Delete Multiple Wizard Edit Multiple Wizard Editing Schedule Items Email Exception Types Facebook Chat Filtering Agents and Teams Filtering, Options, and Preference Statuses Find Events Finding Agents in Tables Forecast Reports Forecast Scenario Overheads View Forecast Scenarios Forecast Scenarios View Forecast Templates Forecasts Genesys Predictive Engagement Chat Interaction Get started with Gplus Adapter Gplus Adapter for Salesforce (v9) Graph View Options Historical Data 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 Import Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Interaction history views Internal interactions Intra-Day Schedule Rebuild Wizard Know more about supported features Log in Logging in Logging Off Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Marked Time Master Forecast Master Forecast Cleanup and Graph Options Master Schedule Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Meetings Modify Individual Agents' Schedules Multi-Site Activities Navigating Agent Workspace New Forecast Wizard New in this Release New Schedule Scenario Wizard NFW: General Parameters NFW: Select Activity Notifications Optimizing the UI display Organization Outbound campaigns Overlays Overtime Bidding Performance Performance Alerts View Performance Intra-Day View Performance Monitor View Performance Reports Policies Policies Reports Preferences Publishing and Extracting Forecasts Publishing and Extracting Schedules Related interactions Reports Reports List Reports Scheduler Required Staffing Wizard Review Requests and Messages Dialogs Reviewing Messages Role Privileges Roles Rotating Patterns Rotating Patterns Properties Scenario Agent-Extended View Scenario Coverage View Scenario Graphs View Scenario Intra-Day View Scenario Intra-Day: Edit Comments Dialog Box Scenario Intra-Day: Options Dialog Box Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Review Messages (Save) Dialog Box Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario Staffing View Scenario State Group Totals Scenario Summary View Scenario Volumes View Scenario Weekly View Schedule Bidding Schedule Build Wizard Schedule Filter Dialog Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Groups Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Scheduled Budget and Agent Comments Reports Screen Pops Security and accessibility Shared Transport Shift synchronization Shifts Sites SMS Chat Staffing Budgeting Information Staffing Build Wizard Staffing Split Wizard Standard responses Statistics Statuses Filter Dialog Supervising agents Swap Agent Schedules Wizard Task and Shift Sequences Team Communicator The Contact Directory and contact management The Supervisor's window Time off Time Zones Time-Off Bidding Time-Off Limits Time-Off Rules Time-Off Types Twitter Chat Users 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 Volumes Build Wizard Volumes Split Wizard Weekly Schedule Reports What-If Window WhatsApp Chat Workbins Workforce Management 8.5 Web for Supervisors (Classic) Help Working with Gplus Adapter for Salesforce Workitems

Getting started (8) · None (5) · Logging In and Out (5) · Configuration (4) · Trading (4) · Multi-site trading (3) · How autogranting works (3) · Viewing exception totals (3)

Other values: ; Activities Activity History Add Calendar Items Wizard Add Overhead Wizard Add/Remove Scenario Elements Wizard Adding Breaks and Meals to Shifts Adding exceptions to your schedule Adherence Adherence Reports Adherence Views Agent Contracts and Rotating Patterns Agent Workspace (v9) Agents Agents Time Off Associating Agents with Rotating Patterns Audit Reports Availability Patterns Bidding Bidding on overtime Business Units Calendar Calendar Reports Calls Channels and the Channels tab Chat Cleanup Master Schedule Window Click-to-dial Co-browse sessions Colors Commit/Rollback Multiple Wizard Configuration Reports Configuring Bidding Periods Contacts and interactions Contract Constraints Contract Shifts, Agents, and Profiles Contracts Contracts Site Settings Creating Activity Sets and Groups Creating trade proposals Date Selectors Day Off and Weekend Rules Delete Multiple Wizard Edit Multiple Wizard Editing Schedule Items Email Exception Types Facebook Chat Filtering Agents and Teams Filtering, Options, and Preference Statuses Find Events Finding Agents in Tables Forecast Reports Forecast Scenario Overheads View Forecast Scenarios Forecast Scenarios View Forecast Templates Forecasts Genesys Predictive Engagement Gplus Adapter basics Gplus Adapter for Salesforce (v9) Graph View Options Historical Data How bidding works How to handle a workitem How to handle screen pops in ServiceNow Import Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Interaction history views Internal interactions Intra-Day Schedule Rebuild Wizard Logging Off 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 Marked Time Master Forecast Master Forecast Cleanup and Graph Options Master Schedule Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Meetings Modify Individual Agents' Schedules Multi-Site Activities Navigating Agent Workspace New Forecast Wizard New in this Release New Schedule Scenario Wizard NFW: General Parameters NFW: Select Activity Notifications Optimizing the UI display Organization Outbound campaigns Overlays Overtime Bidding Performance Performance Alerts View Performance Intra-Day View Performance Monitor View Performance Reports Policies Policies Reports Preferences Publish/Extract Forecasts Publishing/Extracting Schedules Related interactions Reports Reports List Reports Scheduler Required Staffing Wizard Review Requests and Messages Dialogs Reviewing Messages Role Privileges Roles Rotating Patterns Rotating Patterns Properties Scenario Agent-Extended View Scenario Coverage View Scenario Graphs View Scenario Intra-Day View Scenario Intra-Day: Edit Comments Dialog Box Scenario Intra-Day: Options Dialog Box Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Review Messages (Save) Dialog Box Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario Staffing View Scenario State Group Totals Scenario Summary View Scenario Volumes View Scenario Weekly View Schedule Schedule Bidding Schedule Build Wizard Schedule Filter Dialog Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Groups Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Scheduled Budget and Agent Comments Reports Schedules Screen Pops Security and accessibility Shared Transport Shift synchronization Shifts Sites SMS Chat Staffing Budgeting Information Staffing Build Wizard Staffing Split Wizard Standard responses Statistics Statuses Filter Dialog Supervising agents Supported features Swap Agent Schedules Wizard Task and Shift Sequences Team Communicator The Contact Directory and contact management The Supervisor's window Time off Time Zones Time-Off Bidding Time-Off Limits Time-Off Rules Time-Off Types Twitter Chat Users 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 Volumes Build Wizard Volumes Split Wizard Weekly Schedule Reports What-If Window WhatsApp Chat Workbins Workforce Management 8.5 Web for Supervisors (Classic) Help Working with Gplus Adapter Workitems

None (442)

None (1) · Agent Workspace (50) · 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 (360)

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 (228) · Workforce Management (214)

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None (442)