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Draft:PE-GPR (37) · Draft:PEC-AS (47) · Draft:PEC-REP (131) · PE-GPR (46) · PEC-AS (45) · PEC-REP (128)

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 (22) · No (412)

None (115) · Administrator (90) · Administrator, Developer (3) · Administrator, Reviewer (2) · Administrator, Supervisor (216) · Staff (8)

Agent Details Activity Report (5) · View KPI outcome (4) · Agent State Details Report (4) · Agent Login-Logout Details Report (4) · The Settings menu (4) · Bot Analytical Dashboard (4) · Agent Group Membership Details Report (4) · Monitor predictor feature coverage (4) · Weekly Agent Group Performance Dashboard (4) · View model accuracy (4) · Weekly Agent Group Utilization Dashboard (4) · Weekly Business Attribute Dashboard (4) · Weekly Queue Summary Dashboard (4) · Weekly Self Service Containment Dashboard (4) · What you can monitor (4) · Final Disposition Dashboard (4) · Create and update users and roles (4)

Other values: ; A/B model performance testing Abandon Delay Report About the Genesys Info Mart historical database Access Groups Activity Summary Report Add and manage Caller ID Agent and contact center statistics Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent groups 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 Variance report Agent Wrap Report Agents reports ANI Details Dashboard ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Billing Data reports Blob Storage Blocks Summary Report Bulk import Business attributes Business Metrics Executive Report Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Capacity rules Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Case and toast data Channel options Chat channel options Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configure an account Configure global login Configure your password policies Configure, train, and test models Contact Center Dashboard Contact List Effectiveness Report Contacts Create and manage agent groups Create and manage agents Create and manage custom agent states Create and test predictors and models Create and train predictors and models Create and update predictors Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboards Designer reports Desktop Views options Details reports Dispositions DNs Email addresses and mailboxes Email channel options Email reports Enable external URLs Enable feedback ETL Audit Dashboard Export agent accounts Exporting data Facebook channel options Feature Analysis report Generate historical reports Genesys Softphone Global favorites Gplus Adapter for Salesforce options How Does GPR Score Agents? How to configure score expressions Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction history advanced search Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Manage agents and other users Milestone Path Analysis Dashboard Milestone Summary Report Outbound channel options Outbound Contact reports Outbound Email Report Platform administration 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 Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Report Descriptions Reset a password Reset your password Resource Performance Dashboard Resource Performance Report Roles Routing Routing Scenarios Using GPR Scenario: Onboarding agents and supervisors Self-Service Statistics Report Single Sign-On Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard responses Statistics options Supervisor Dashboard Supervisor options Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Templates Transactions Transfer Dashboard Transfer Detail Report Twitter channel options Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data View Agent Details View audit trail 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 Voice channel options Voicemail management Voicemail Management within Agent Setup Work with projects Work with reports Workitem channel options

None (26) · Agent Details Activity Report (5) · View model accuracy (4) · Create and update users and roles (4) · Monitor predictor feature coverage (4) · Bot Analytical Dashboard (4) · The Settings menu (4) · Agent State Details Report (4) · Agent Login-Logout Details Report (4) · View KPI outcome (4) · Final Disposition Dashboard (4) · Agent Group Membership Details Report (4) · What you can monitor (4)

Other values: ; A/B model performance testing Abandon Delay Report About the Genesys Info Mart historical database Access Groups Activity Summary Report Agent and contact center statistics Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent groups 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 Variance report Agent Wrap Report Agents reports ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Billing Data reports Blob Storage Blocks Summary Report Bulk import Business attributes Business Metrics Executive Report Business Results reports Callback Details Report Callback reports Callback Summary Report Caller ID Campaign Callbacks Summary Report Campaign Summary Report Capacity rules Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Case and toast data Channel options Chat channel options Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configure an account Configure global login Configure your password policies Configure, train, and test models Contact Center Dashboard Contact List Effectiveness Report Contacts Create and manage agent groups Create and manage agents Create and test predictors and models Create and train predictors and models Create and update predictors Create custom agent states Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboards Designer reports Desktop Views options Details reports Dispositions DNs Email addresses and mailboxes Email channel options Email reports Enable external URLs Enable feedback ETL Audit Dashboard Export agent accounts Exporting data Facebook channel options Feature Analysis report GCXI project Generate historical reports Genesys Softphone Global favorites Gplus Salesforce options How Does GPR Score Agents? How to configure score expressions Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction history advanced search Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Manage agents Milestone Summary Report Outbound channel options Outbound Contact reports Outbound Email Report Platform administration 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 Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Report Descriptions Reset a password Reset your password Resource Performance Dashboard Resource Performance Report Roles Routing Routing Scenarios Using GPR Scenario: Onboarding new agents Self-Service Statistics Report Single Sign-On Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard responses Statistics options Supervisor Dashboard Supervisor options Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Templates Transactions Transfer Detail Report Twitter channel options Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data View Agent Details View audit trail 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 Voice channel options Voicemail management Voicemail Management within Agent Setup Work with reports Workitem channel options

None (424) · GPRAnalysis (4) · GPRDataUpload (2) · Journey (4)

None (2) · Agent Setup (92) · Genesys Predictive Routing (82) · Reporting (258)

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 (129) · Agent Setup (68) · Agent Setup, Agent Workspace (2) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace, Agent Setup (2) · Platform Administration (10) · Pulse Reporting, Reporting GCXI (4) · Reporting Administration GCXI, Reporting GCXI (1) · Reporting GCXI (21) · Reporting, Reporting GCXI (195)

None (434)

None (434)