Drilldown: Article

None (31) · No (502) · Yes (11)

Draft:PEC-GPA (19) · Draft:PEC-WFM (273) · PEC-GPA (16) · PEC-WFM (236)

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 (37) · No (507)

None (238) · Administrator (70) · Administrator, Agent (2) · Administrator, Agent, Supervisor (4) · Agent (72) · Supervisor (158)

Getting started (11) · Logging in and out (8) · Configuration (5) · Trading (5) · Overlays (4) · Click-to-Dial (4) · Gplus Adapter for Salesforce (v9) (4) · Forecasts (4) · Time-Off Bidding (4) · Overview (4) · Schedules (4) · Multi-site trading (4) · How autogranting works (4) · WFM Primers (4) · Activity History (4) · What-If Window (4) · Viewing exception totals (4)

Other values: ; Activities 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 Adjusting and splitting volumes Agent Adherence Reporting Metrics and End Notes Agent Contracts and Rotating Patterns Agents Agents Time Off Associating Agents with Rotating Patterns Audit Reports Availability Patterns Bidding Bidding on overtime Building staffing Building volumes Business Units Calendar Calendar Management Calendar Reports Cleanup Master Schedule Window Colors Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration objects Configuration Reports Configuring and Using General Features Configuring Bidding Periods Configuring SSO Contact Center Performance Reporting Metrics 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 Dimension tables Edit Multiple Wizard Editing Schedule Items Enabling Wait-lists Exception Types Fact tables 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 Forecasting Genesys Multicloud CX AI-Powered Forecasting Gplus Adapter for Salesforce - Agent Workspace option Graph View Options Historical Data How bidding works How Gplus Adapter for Salesforce works How Workforce Management works Import Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating Gplus Adapter in Lightning Integrating Gplus Adapter Private Edition in Lightning Integrating with Genesys Cloud CX Intra-Day Schedule Rebuild Wizard Lightning Experience Logging Off Managing multi-site trade proposals Managing overlays and events Managing Overtime Managing shrinkage data Managing single-site trade proposals Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests Marked Time Master Forecast Master Forecast Cleanup and Graph Options Master Forecasts 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 Migrating to Gplus Adapter (v9) Modify Individual Agents' Schedules Monitoring Performance and Adherence Multi-Forecasting Primer Multi-Site Activities New Forecast Wizard New Schedule Scenario Wizard NFW: General Parameters NFW: Select Activity Notifications Optimizing the UI display Organization Overlays Primer Overtime Bidding Performance Performance Alerts View Performance Intra-Day View Performance Monitor View Performance Reports Policies Policies Reports Policy objects Preface Preferences Publishing and Extracting Forecasts Publishing and Extracting Schedules Purge procedures and parameters Query examples Reports Reports List Reports Scheduler Required and split staffing methods 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 Scenarios 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 Summary View and Reporting Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Schedule validation errors and warnings Scheduled Budget and Agent Comments Reports Scheduling Scheduling Breaks and Meals in WFM Screen Pop Screen Pops Security and accessibility Service and Control tables Shared Transport Shift synchronization Shifts Shrinkage in scenarios Sites Staffing Budgeting Information Staffing Build Wizard Staffing in scenarios Staffing Split Wizard Statistics Statuses Filter Dialog Swap Agent Schedules Wizard Task and Shift Sequences Templates The Supervisor's window Time off Time Off Primer Time Zones Time-Off Limits Time-Off Rules Time-Off Types Troubleshooting Gplus Adapter Integration with Salesforce User Security Users Using availability patterns Using common settings and controls Using copy and paste for statistics Using shared transport 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 Volumes Build Wizard Volumes in scenarios Volumes Split Wizard Weekly Schedule Reports WFM E-mail Notifications WFM Metrics WFM Task Sequences WFM Web Content Accessibility Which version am I using? Workforce Management 8.5 Agent Help Workforce Management 8.5 Supervisor Help Workforce Management 8.5 Web for Supervisors (Classic) Help Workforce Management Product Alerts Working with Gplus Adapter for Salesforce

Getting started (11) · Logging in and out (8) · Configuration (5) · Trading (5) · Gplus Adapter for Salesforce (v9) (4) · Forecasts (4) · Viewing exception totals (4) · How autogranting works (4) · Time-Off Bidding (4) · Multi-site trading (4) · WFM Primers (4) · Overlays (4) · Click-to-Dial (4) · What-If Window (4) · Activity History (4) · Overview (4)

Other values: ; Activities 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 Adjusting and splitting volumes Agent Adherence Report Metrics and End Notes Agent Contracts and Rotating Patterns Agents Agents Time Off Associating Agents with Rotating Patterns Audit Reports Availability Patterns Bidding Bidding on overtime Building staffing Building volumes Business Units Calendar Calendar Management Calendar Reports Cleanup Master Schedule Window Colors Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration objects Configuration Reports Configuring and Using General Features Configuring Bidding Periods Configuring SSO Contact Center Performance Report Metrics 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 Dimension tables Edit Multiple Wizard Editing Schedule Items Enabling Wait-lists Exception Types Fact tables 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 Forecasting Genesys Multicloud CX AI-Powered Forecasting Gplus Adapter for Salesforce - Agent Workspace option Gplus Adapter SF Graph View Options Historical Data How bidding works How Workforce Management works Import Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating Gplus Adapter in Lightning Integrating with Genesys Cloud CX Intra-Day Schedule Rebuild Wizard Lightning Experience Logging Off Managing multi-site trade proposals Managing overlays and events Managing Overtime Managing shrinkage data Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests Marked Time Master Forecast Master Forecast Cleanup and Graph Options Master Forecasts 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 Migrating to Gplus Adapter (v9) Modify Individual Agents' Schedules Monitoring Performance and Adherence Multi-Forecasting Primer Multi-Site Activities New Forecast Wizard New Schedule Scenario Wizard NFW: General Parameters NFW: Select Activity Notifications Optimizing the UI display Organization Overlays Primer Overtime Bidding Performance Performance Alerts View Performance Intra-Day View Performance Monitor View Performance Reports Policies Policies Reports Policy objects Preface Preferences Private Edition Publish/Extract Forecasts Publishing/Extracting Schedules Purge procedures and parameters Query examples Reports Reports List Reports Scheduler Required and split staffing methods 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 Scenarios 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 Summary View and Reporting Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Schedule validation errors and warnings Scheduled Budget and Agent Comments Reports Schedules Scheduling Scheduling Breaks and Meals in WFM Screen Pop Screen Pops Security and accessibility Service and Control tables Shared Transport Shift synchronization Shifts Shrinkage in scenarios Sites Staffing Budgeting Information Staffing Build Wizard Staffing in scenarios Staffing Split Wizard Statistics Statuses Filter Dialog Swap Agent Schedules Wizard Task and Shift Sequences Templates The Supervisor's window Time off Time Off Primer Time Zones Time-Off Limits Time-Off Rules Time-Off Types Troubleshooting User Security Users Using availability patterns Using common settings and controls Using copy and paste for statistics Using shared transport 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 Volumes Build Wizard Volumes in scenarios Volumes Split Wizard Weekly Schedule Reports WFM E-mail Notifications WFM Metrics WFM Task Sequences WFM Web Content Accessibility Workforce Management 8.5 Agent Help Workforce Management 8.5 Supervisor Help Workforce Management 8.5 Web for Supervisors (Classic) Help Working with Gplus Adapter

None (538) · Metrics (6)

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 (11) · Administrator (70) · Agent (78) · ETLRef (14) · Super (33) · Supervisor (294) · SupervisorHelp (42) · WWEAgent (2)

None (282) · Agent Workspace, Agent Setup (2) · Designer, Platform Administration (2) · Workforce Administration (40) · Workforce Administration, Workforce Management (2) · Workforce Management (216)

None (542) · EE01, EE02, EE03, EE10-A, EE28 (2)

None (544)