Drilldown: Article

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Draft:ContentAdmin (2) · Draft:GAA (2) · Draft:GAMD (15) · Draft:GASL (3) · Draft:GASN (7) · Draft:PEC-AD (25) · Draft:PEC-GPA (7) · Draft:PEC-GSM (121) · Draft:PEC-VM (1) · Draft:PEC-WFM (36) · GAMD (11) · GASL (3) · GASN (7) · PEC-AD (25) · PEC-GPA (7) · PEC-WFM (32)

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 (138) · No (165) · Yes (1)

None (186) · Agent (71) · Agent, Supervisor (48)

None (15) · Getting started (6) · How to manage inbound calls (4) · How autogranting works (3) · Multi-site trading (3) · Logging in and out (3) · Viewing exception totals (3)

Other values: ; Ability to Reset Multiple User Tests Access and supported channels Activity History Activity History for interactions Adapter basics Adding an image to your certificate Adding exceptions to your schedule Adding Text to a certificate Admin Report User Filter – Hierarchy Admin Reports After Call Work Timer Agent Workspace (v9) Answering Calls Appendix 1: Optional Components Archiving and Forgetting Users Assessment Report Assigning Assessments to Individual Users Assigning Users based on Hierarchy Assigning your certificate to an assessment Authentication Automatically Importing KPI Data Bidding Bidding on overtime Branding Branding Options Built-In Roles Calculated Data Calculated Data Status Certificates and Reports Changing your Status Channels and the Channels tab Chat Click-to-dial Co-browse sessions Configuration Configuring Email Settings Configuring GIS Authentication Contacts and interactions Create Customizable Certificates per Assessment Create New Roles Creating an Assessment Creating and Managing Users Creating Certificates Creating Feedback Assessments Creating Knowledge Nudges Creating Learning Items Creating New Base Data Definitions from a Spreadsheet Creating Templates Associated to Roles Creating trade proposals Data Issues Data Type Data Visualization Date Range Date Restrictions on Assessments Defining and Managing Roles Deleting Learning Items Deleting Previously Imported Data DNA Comparison DNA Import Service DNA User Progress Graph Duration Column within the User Result Detail Report Editing Learning Items Email Email Notification Service Enabling Email Events Event Settings Facebook Chat Feature Notes Feedback Deployment Models Feedback Report Feedback Results Report Filtering View of Learning Items Forget Archived Users General Settings Genesys EWM Learning Item Integration Genesys Predictive Engagement Chat Interaction Get started with Gplus Adapter Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce (v9) Groups Help for Article Topics Hierarchy Import Functionality How bidding works How to handle a workitem How to handle outbound calls How to handle screen pops in ServiceNow How to make outbound calls How to manage workitems HTTPS Support Import KPI Data Import/Export Interaction history views Internal interactions Know more about supported features Knowledge Nudge Reports Knowledge Nudges Learning Item Drilldown Learning Items LMS Learning Item Integration Loading and Saving Filters Loading Report Filters Log in Logging in Manage Assessments Manage Hierarchy Managing and Viewing Crystal Reports Managing Base Data Definitions with Excel Managing Learning Items Managing multi-site trade proposals Managing Report Settings Managing single-site trade proposals Managing User Permissions Managing your preferences Managing your schedule bid assignments Managing your time-off requests Manually Importing KPI data Manually Managing DNA Base Data My DNA Navigating Agent Workspace New Calculated Data Form New in this Release Objective Actions Screen Outbound campaigns Overview PDR Admin Page PDR Dashboard Page PDR Dashboard Widget PDR Defined Review Windows PDR Email Notifications PDR Page PDR Potential Assessment Performance DNA Administration Guide Performance Tracker Personal Development Review Preferences Printing an Assessment Process OrgData Question Response Summary Questions, Answers, and Tests Recalling Awarded Certificates Related interactions Reporting Parameters Reports Restore Branding to Defaults Restricting Report Results Rules-based Assignments Schedules Screen Pops Searching and filtering Calculated Data Setting Branding Setting the number of objective targets for users SkillsAnalysis SkillsDNA Creation Skillsroute SMS Chat Standard responses Strand Selector System Settings Team Communicator The click-to-call feature The Contact Directory and contact management The Timeseries Graph Time off Trading Twitter Chat Update Routing Skills from DNA Updating Base Data Definitions from a Spreadsheet User Drilldown User Feedback Response Percentages User Fields User Result Detail User Selection Users Using availability patterns Using common settings and controls Using shared transport Using the Report Filters Option Videos: Using Workspace View of Calculated Data Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing Reports Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice Calls Voicemail for Supervisors What are screen pops? WhatsApp Chat Widgets Workbins Working with Gplus Adapter for Salesforce Workitems

None (23) · Getting started (6) · Screen pops (4) · Workitems (4) · Activity History (4) · How autogranting works (3) · Logging in and out (3) · Multi-site trading (3) · Viewing exception totals (3)

Other values: ; Ability to Reset Multiple User Tests Access and supported channels Adding an image to your certificate Adding exceptions to your schedule Adding Text to a certificate Admin Report User Filter – Hierarchy Admin Reports After Call Work Timer Agent Workspace (v9) Appendix 1: Optional Components Archiving and Forgetting Users Assessment Report Assigning Assessments to Individual Users Assigning Users based on Hierarchy Assigning your certificate to an assessment Authentication Automatically Importing KPI Data Basics Bidding Bidding on overtime Branding Branding Options Built-In Roles Calculated Data Calculated Data Status Calls Channels and the Channels tab Chat Click-to-call Click-to-dial Co-browse sessions Configuration Configuring Email Settings Configuring GIS Authentication Contacts and interactions Create Customizable Certificates per Assessment Create New Roles Creating an Assessment Creating and Managing Users Creating Certificates Creating Feedback Assessments Creating Knowledge Nudges Creating Learning Items Creating New Base Data Definitions from a Spreadsheet Creating Templates Associated to Roles Creating trade proposals Data Issues Data Type Data Visualization Date Range Date Restrictions on Assessments Defining and Managing Roles Deleting Learning Items Deleting Previously Imported Data Description DNA Comparison DNA Import Service DNA User Progress Graph Duration Column within the User Result Detail Report Editing Learning Items Email Email Notification Service Enabling Email Events Event Settings Facebook Chat Feature Notes Feedback Deployment Models Feedback Report Feedback Results Report Filtering View of Learning Items General Settings Genesys EWM Learning Item Integration Genesys Predictive Engagement Gplus Adapter basics Gplus Adapter for Salesforce (v9) Groups Hierarchy Import Functionality How bidding works How to handle a workitem How to handle screen pops in ServiceNow HTTPS Support Import KPI Data Import/Export Inbound calls Interaction history views Internal interactions Knowledge Nudge Reports Knowledge Nudges Learning Item Drilldown Learning Items LMS Learning Item Integration Loading and Saving Filters Loading Report Filters Logging In Make outbound calls Manage Assessments Manage Hierarchy Manage inbound calls Managing and Viewing Crystal Reports Managing Base Data Definitions with Excel Managing Learning Items Managing multi-site trade proposals Managing Report Settings Managing single-site trades proposals Managing User Permissions Managing your preferences Managing your schedule bid assignments Managing your time-off requests Manually Importing KPI data Manually Managing DNA Base Data My DNA Navigating Agent Workspace New Calculated Data Form New in this Release Objective Actions Screen Outbound calls Outbound campaigns Overview PDR Admin Page PDR Dashboard Page PDR Dashboard Widget PDR Defined Review Windows PDR Email Notifications PDR Page PDR Potential Assessment Performance DNA Administration Guide Performance Tracker Personal Development Review Preferences Printing an Assessment Process OrgData Question Response Summary Recalling Awarded Certificates Related interactions Reporting Parameters Reports Restore Branding to Defaults Restricting Report Results Rules-based Assignments Schedule Searching and filtering Calculated Data Setting Branding Setting the number of objective targets for users SkillsAnalysis SkillsDNA Creation Skillsroute SMS Chat Standard responses Strand Selector Supported features System Settings Team Communicator The Contact Directory and contact management The Timeseries Graph Time off Trading Twitter Chat Update Routing Skills from DNA Updating Base Data Definitions from a Spreadsheet User Drilldown User Feedback Response Percentages User Fields User Result Detail User Selection Users Using availability patterns Using common settings and controls Using shared transport Using the Report Filters Option Videos: Using Workspace View of Calculated Data Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing Reports Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voicemail for Supervisors WhatsApp Chat Widgets Workbins Working with Gplus Adapter

None (304)

None (2) · Agent Desktop (1) · Agent Workspace (49) · Genesys Agent Assist (2) · Genesys Skills Management (121) · Gplus Adapter for Microsoft Dynamics 365 (25) · Gplus Adapter for Salesforce (14) · Gplus Adapter for ServiceNow (13) · Gplus Adapter for Siebel CRM (6) · Internal Content Administration (2) · Voicemail (1) · Workforce Management (68)

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 (246) · Workforce Management (58)

None (304)

None (304)