Drilldown: Article

No (221) · Yes (14)

Draft:ContentAdmin (1) · Draft:PEC-AD (1) · Draft:PEC-Chat (1) · Draft:PEC-Email (1) · Draft:PEC-REP (112) · Draft:PEC-Voice (1) · Draft:PEC-WFM (2) · PEC-AD (1) · PEC-Chat (1) · PEC-Email (1) · PEC-REP (110) · PEC-Voice (1) · PEC-WFM (2)

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 (4) · No (231)

None · Administrator · Administrator, Supervisor · Supervisor · Developer · Agent · Agent, Supervisor · Administrator, Developer · Administrator, Agent, Supervisor · Staff · Administrator, Agent · Administrator, Developer, Supervisor · Administrator, Agent, Developer · Administrator, Agent, Developer, Supervisor · Administrator, Reviewer · Adminstrator · Other

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

Other values: ; Abandon Delay 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 Application Duration Report Application Summary Report Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Customer Perspective Report Customize reports Dashboard and Wallboard Examples Dashboards Designer reports Details reports Email reports Generate historical reports How Agent Workspace works How Chat works How Email works How Reporting works How Voice works How Workforce Management works Inbound Intraday Email Process 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 Mary WEM in Engage cloud hybrid article Milestone Path Analysis Dashboard Milestone Summary Report Outbound Contact reports Outbound Email Report 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 Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Routing dashboards Task Volume Dashboard Transfer Dashboard Transfer Detail Report Widget Management Work with projects Work with reports Workforce Management Product Alerts

None (28) · Agent Details Activity Report (5) · Bot Analytical Dashboard (4) · Final Disposition Dashboard (4) · Agent Group Membership Details Report (4) · Agent Login-Logout Details Report (4) · Agent State Details Report (4)

Other values: ; Abandon Delay 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 Application Duration Report Application Summary Report Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Customer Perspective Report Customize reports Dashboard and Wallboard Examples Dashboards Designer reports Details reports Email Email reports GCXI project Generate historical reports How Agent Workspace works How Chat works How reporting works How voice works How Workforce Management works Inbound Intraday Email Process 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 Mary WEM in Engage cloud hybrid article Milestone Summary Report Outbound Contact reports Outbound Email Report 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 Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Routing dashboards Task Volume Dashboard Transfer Detail Report Widget Management Work with reports

None (233) · RealTime (2)

None (1) · Agent Workspace (2) · Chat (2) · Email (2) · Internal Content Administration (1) · Reporting (221) · Voice (2) · Workforce Management (4)

None (14) · Admin (1) · RPRT (216) · RT (4)

Agent Workspace, Agent Setup, Designer (4) · Agent Workspace, Agent Setup, Designer, Outbound (2) · Agent Workspace, Agent Setup, Intelligent Workload Distribution (2) · Designer, Platform Administration (2) · Pulse Reporting (4) · Pulse Reporting, Reporting GCXI (4) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Reporting GCXI (17) · Reporting, Reporting GCXI (195) · WEM (1) · Workforce Administration, Workforce Management (2)

None (227) · CE01, CE02, CE03 (2) · CE16 (2) · CE16, CE18, CE19, CE27, CE29 (2) · EE01, EE02, EE03, EE10-A, EE28 (2)

None (235)