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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 (88) · No (295)

None (126) · Administrator (2) · Administrator, Developer (3) · Administrator, Supervisor (216) · Developer (36)

Configuration (17) · API Commands (17) · API Events (17) · Localization (17) · Agent Details Activity Report (5) · Weekly Agent Group Performance Dashboard (4) · Agent State Details Report (4) · Agent Login-Logout Details Report (4) · Bot Analytical Dashboard (4) · Weekly Agent Group Utilization Dashboard (4) · Weekly Business Attribute Dashboard (4) · Agent Group Membership Details Report (4) · Weekly Queue Summary Dashboard (4) · Weekly Self Service Containment Dashboard (4) · Final Disposition Dashboard (4)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Activity Summary 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 Agents reports ANI Details Dashboard ANI Details Report App Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Callback Callback Details Report Callback reports Callback Summary Report CallbackService CallUs Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report ChannelSelector Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Co-browse Detail Report Co-browse reports Co-browse Summary Report Common Console Contact Center Dashboard Contact List Effectiveness Report Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customizable Callback Registration Form Customizable Chat Registration Form Customize reports Dashboards Designer reports Details reports Email reports Engage Estimated Wait Time ETL Audit Dashboard Exporting data Generate historical reports Genesys Widgets extensions Inbound Intraday Email Process Report Inbound Voice User 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 Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Metadata Milestone Path Analysis Dashboard Milestone Summary Report Offers Outbound Contact reports Outbound Email Report Overlay 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 Resource Performance Dashboard Resource Performance Report Self-Service Statistics Report SideBar Speed Of Accept (hours) Report Speed Of Accept (seconds) Report StatsService Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Toaster Transfer Dashboard Transfer Detail Report WebChat WebChatService Widgets Bus API overview WindowManager Work with projects Work with reports

None (26) · Configuration (17) · API Events (17) · API Commands (17) · Localization (17) · Agent Details Activity Report (5) · Agent Login-Logout Details Report (4) · Final Disposition Dashboard (4) · Agent State Details Report (4) · Agent Group Membership Details Report (4) · Bot Analytical Dashboard (4) · Calendar (3) · CallbackService (3) · Metadata (3)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Activity Summary 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 Agents reports ANI Details Report App Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Callback Details Report Callback reports Callback Summary Report Callback___ CallUs CallUs___ Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report ChannelSelector ChannelSelector___ Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Co-browse___ Common Console Console___ Contact Center Dashboard Contact List Effectiveness Report Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customizable Callback Registration Form Customizable Chat Registration Form Customize reports Dashboards Designer reports Details reports Email reports Engage Engage___ Estimated Wait Time ETL Audit Dashboard Exporting data GCXI project Generate historical reports Genesys Widgets extensions Inbound Intraday Email Process Report Inbound Voice User 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 Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Milestone Summary Report Offers___ Outbound Contact reports Outbound Email Report Overlay Overlay___ 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 Resource Performance Dashboard Resource Performance Report Self-Service Statistics Report SideBar SideBar___ Speed Of Accept (hours) Report Speed Of Accept (seconds) Report StatsService StatsService___ Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Toaster Toaster___ Transfer Detail Report WebChat WebChatService Widgets Bus API overview WindowManager WindowManager___ Work with reports

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None (1) · Reporting (258) · Widgets (124)

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 (162) · Pulse Reporting, Reporting GCXI (4) · Reporting Administration GCXI, Reporting GCXI (1) · Reporting GCXI (21) · Reporting, Reporting GCXI (195)

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None (383)