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Draft:AS (1) · Draft:GPR (23) · Draft:PEC-Admin (5) · Draft:PEC-Dev (14) · Draft:PEC-DevC (1) · Draft:PEC-REP (1) · Draft:PEC-ROU (99) · Draft:SF (7) · Draft:WFM (3) · GASN (1) · PE-GPR (1) · PEC-ROU (3)

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 (125) · No (34)

None (151) · Administrator (7) · Administrator, Supervisor (1)

Media namespace (2) · How Routing works (2) · Explore the sample Designer application (2) · Getting Started (2) · Terminate Block (Digital) (2) · Terminate Call Block (2) · System namespace (2) · Voice namespace (2)

Other values: ; Account: Configure Groups Account: User Management Activity Block Activity History Admin Agent Details Activity Report Agent namespace All About Voice Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance Appendix: Supported Encodings Application Workflow Applications Assign Variables Block Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Click-to-Dial Collaboration Configuration namespace Configuring SSO Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Database Maintenance Debug Block Deploy the URS Strategy Subroutines Designer Designer Analytics Developer Console Developer Sandbox Developing with the Service Client API Digital Digital Resources Email namespace Emergency Block Emergency Flags External Services Blocks Genesys Multicloud CX APIs Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Go To Block Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) Grammars & Bots Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) How Does GPR Score Agents? How to handle a workitem HTTP REST Block Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Interaction namespace Logic and Control Blocks Media Resources Menu Block Menu Option Block Migrating to Gplus Adapter (v9) Milestone Block Monitor predictor feature coverage Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting Partitions Permissions and Access Play Message Block Predictive Routing Block Query VQs Block R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--How Does GPR Score Agents? R--Quick Start R--Routing Scenarios Using GPR R--System Requirements and Interoperability Record Block Record Utterance block Reporting Blocks Return Block Route Agent Block Route Call Block Route Digital Block Routing Routing Algorithms Routing Blocks Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Sample Designer application Saving and Publishing Your Application Screen Pop Segmentation Block Send Chat Transcript Block Send Email Block Set up Genesys Task Routing Setup Survey Block Shared Module Block Shared Modules Sizing Guide Special Day Block Special Days Start Treatment Block Statistic Block Strategy Subroutines Monitoring and Logging Summary Survey Blocks System Requirements, Pre-Requisites, and Planning Transaction List Block Transfer Block Upload Data: Agent Profiles, Customer Profiles, and Datasets User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Using Copy and Paste Format for Statistics Using the Developer Console Validate Phone Number Block Variables Voice Mail Block WFM Configuration Objects WFM Policy Objects

None (3) · Explore the sample Designer application (2) · Voice namespace (2) · Terminate Call Block (2) · Terminate Block (Digital) (2) · System namespace (2) · How routing works (2) · Getting Started (2) · Media namespace (2)

Other values: ; Account: Configure Groups Account: User Management Activity Block Activity History Admin Agent Details Activity Report Agent namespace Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance Appendix: Supported Encodings Application Workflow Applications Assign Variables Block Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Click-to-Dial Collaboration Configuration namespace Configuring SSO Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Database Maintenance Debug Block Deploy the URS Strategy Subroutines Designer Designer Analytics Developer Console Developing with the Service Client API Digital Digital Resources Email namespace Emergency Block Emergency Flags External Services Blocks Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Go To Block Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) Grammars & Bots Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) How Does GPR Score Agents? How to handle a workitem HTTP REST Block Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Interaction namespace Logic and Control Blocks Media Resources Menu Block Menu Option Block Migrating to Gplus Adapter (v9) Milestone Block Monitor predictor feature coverage Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting Partitions Permissions and Access Play Message Block Predictive Routing Block Query VQs Block R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--How Does GPR Score Agents? R--Quick Start R--Routing Scenarios Using GPR R--System Requirements and Interoperability Record Block Record Utterance block Reporting Blocks Return Block Route Agent Block Route Call Block Route Digital Block Routing Routing Algorithms Routing Blocks Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Sample Designer application Saving and Publishing Your Application Screen Pop Segmentation Block Send Chat Transcript Block Send Email Block Set up Genesys Task Routing Setup Survey Block Shared Module Block Shared Modules Sizing Guide Special Day Block Special Days Start Treatment Block Statistic Block Strategy Subroutines Monitoring and Logging Summary Survey Blocks System Requirements, Pre-Requisites, and Planning Transaction List Block Transfer Block Upload Data: Agent Profiles, Customer Profiles, and Datasets User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Using Copy and Paste Format for Statistics Validate Phone Number Block Variables Voice Voice Mail Block WFM Configuration Objects WFM Policy Objects

None (159)

Reporting · None · Workforce Management · Genesys Predictive Engagement · Designer · Widgets · Internal Content Administration · Genesys Skills Management · Agent Setup · Outbound (CX Contact) · Genesys Recording, Quality Management, and Speech Analytics · Genesys Multicloud CX Private Edition · Genesys Predictive Routing · Routing and Designer · Digital Channels · Intelligent Workload Distribution · Agent Workspace · Gplus Adapter for WFM · Developer · Voice Microservices

Other values: ; Administrator Agent Agent Desktop Agent folder Billing Data Service Callback Chat Cloud Data Download Service Co-Browse Customer Care Knowledge Customer Success Digital Transformation Email Event Stream Field Support Content Genesys Agent Assist Genesys App Studio Genesys Authentication Genesys Blueprints Genesys Data Layer Genesys Dialog Engine Genesys Docker Documentation Genesys Messaging Aggregation Genesys Multicloud CX Genesys Multicloud CX Mixed Mode Genesys Multicloud CX Release Notes Genesys Sizing Information Genesys Softphone Genesys Use Cases Genesys Voice Platform Genesys Web Services and Applications Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce Gplus Adapter for ServiceNow Gplus Adapter for Siebel CRM Health Check Agent IVR Administration Interaction Server NOPRODUCT Platform Administration Product Support QnA Service RN Automation Warehouse Routing Sales Collateral Self-Help Articles Solutions Success Factors for Genesys Multicloud CX Supervisor System-Level Documentation Telemetry Service Universal Contact Service User Data Management Voice Voicemail Web Services and Applications WebRTC eServices Manager nGAGEMENT test

None (4) · Admin (6) · Administrator (100) · Agent (1) · Deployment (23) · Designer (3) · DevConsole (1) · Developer (1) · GPR (7) · GTR (3) · Help (1) · RPRT (1) · SCAPI (8)

None (152) · Agent Workspace (1) · Agent Workspace, Agent Setup (1) · Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI (1) · Agent Workspace, Designer, Pulse Reporting, Reporting GCXI (1) · Designer (2) · Reporting, Reporting GCXI (1)

None (159)

None (159)