Drilldown: Article

None (4) · No (410) · Yes (4)

DES (106) · Draft:DES (110) · Draft:PE-GPR (38) · Draft:PEC-REC (67) · Draft:ROU (1) · PE-GPR (47) · PEC-REC (48) · ROU (1)

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 (12) · No (405) · Yes (1)

None (94) · Administrator (313) · Administrator, Reviewer (2) · Developer (1) · Staff (8)

Create and update users and roles (4) · The Settings menu (4) · What you can monitor (4) · What is an interaction (4) · View KPI outcome (4) · View model accuracy (4)

Other values: ; A/B model performance testing Access control for Recording users Action Items Activity Block Admin Resources Agent Variance report Analyze related words Application Details Application phases Application workflow Applications Assign Variables Block Automated Message Block Available report templates Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Business Control Dashboard 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 Categories Change Language Block Change Persona block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Configure an account Configure your password policies Configure, train, and test models Content browser Create a new dashboard Create a new search Create a Trending filter Create an evaluation Create and manage forms Create and test predictors and models Create and train predictors and models Create and update predictors Custom Service Block Dashboard Dashboard management Data Blocks Data Tables Data Tables Block Data Tables Dashboard Debug Block Deploy Designer Deploy Designer (versions prior to v9010005) Deploying the Screen Recording Service Designer Analytics Designer MicroApps Designer Store Digital Channels in Designer Digital Resources Durations Emergency Block Emergency Flags Evaluation Sessions Evaluations Manager Explore Explore terms Export Trending Data External Services External Services Blocks FAQ Article Feature Analysis report File size limitations Form questions Forms Manager Get Chat Transcript Block Go To Block Heatmap How Does GPR Score Agents? How Predictive Routing works How Recording, Quality Management and Speech Analytics works How to configure score expressions HTTP REST Block Identification & Verification Inputs Interaction lists Join data Logic and Control Blocks Manage the Blacklist Managing widgets Media Collections Menu Block Menu Option Block Milestone Block Monitor predictor feature coverage My Messages widget New in this release Partition-Based Access Control Path Performing and managing Evaluation Sessions Permalink Permissions and Access Personas Play Message Block Predictive Routing Block Programs Quality Management (QM) Query VQs Block Record Block Record Utterance Block Recording certificate management Recording Cloud Backup Service Report templates Report widget Reporting Blocks Reports Reset a password Reset your password Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Routing Blocks Routing Scenarios Using GPR Sankey Path Analysis Saved searches Saving and Publishing Your Application Screen Recordings Search Filter Search Results grid Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Session Detail Record (SDR) Fields Reference Session Detail Records Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application Special Day Block Special Days Specifying search criteria Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Survey Blocks Surveys Terminate Block (Digital) Terminate Call Block Tools Topics Topics, Categories, and Programs Transaction List Block Transfer Block Trending Trending chart data description Trending Filter toolbar description Trending Filter tooltip description Troubleshooting Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data User Input Block User Interaction Blocks Using the blocks Using the Media Player Validate Phone Number Block Variables View Agent Details View Customer Details View Datasets Trends and Reports View jobs reports and details View the Agent Profile schema View the Customer Profile schema View uploaded datasets View your uploaded data Voice Mail Block Working with dashboards Working with interactions Working with saved reports Working with saved trending filters

The Settings menu (4) · What you can monitor (4) · What is an interaction (4) · Create and update users and roles (4) · View model accuracy (4) · View KPI outcome (4)

Other values: ; A/B model performance testing About Admin resources About Business Controls About Business Controls blocks About Callback blocks About Data blocks About External Services blocks About Logic and Control Blocks About Reporting blocks About Routing blocks About Survey blocks About User Interaction blocks Access control for Recording users Action Items Activity Block Agent Variance report Analyze related words Application Details Application phases Application workflow (builds and streams) Assign Variables Block Automated Message Block Available report templates Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Business Control Dashboard Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback V2 Callback VQ Watermark Block Cancel Callback V2 Categories Change Language Block Change Persona block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Configure an account Configure your password policies Configure, train, and test models Content browser Create a new dashboard Create a new search Create a Trending filter Create an evaluation Create and manage forms Create and test predictors and models Create and train predictors and models Create and update predictors Custom Service Block Dashboard Dashboard management Data Tables Data Tables Block Data Tables Dashboard Debug Block Deploy Designer Deploy Designer (versions prior to v9010005) Deploying the Screen Recording Service Designer Analytics Designer MicroApps Designer Store Digital Channels Durations Emergency Block Emergency Flags Evaluation Sessions Evaluations Manager Explore Explore terms External Services FAQ Article Feature Analysis report File size limitations Form questions Forms Manager Get Chat Transcript Block Go To Block Heatmap How Does GPR Score Agents? How Predictive Routing works How Recording, Quality Management and Speech Analytics works How to configure score expressions HTTP REST Block Identification & Verification Inputs Interaction lists Join data Manage the Blacklist Managing applications Managing Digital Resources Managing widgets Media collections Menu Block Menu Option Block Milestone Block Monitor predictor feature coverage My Messages widget New in this release Partition-Based Access Control Path Performing and managing Evaluation Sessions Permalink Permissions and Access Personas Play Message Block Predictive Routing Block Programs Quality Management (QM) Query VQs Block Record Block Record Utterance Block Recording certificate management Recording Cloud Backup Service Report templates Report widget Reports Reset a password Reset your password Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Routing Scenarios Using GPR Sankey Path Analysis Saved searches Saving and Publishing Your Application Screen Recordings Search Filter Search Results grid Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Session Detail Record (SDR) Fields Reference Session Detail Records Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application Special Day Block Special Days Specifying search criteria Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Surveys Terminate Block (Digital) Terminate Call Block Tools Topics Topics, Categories, and Programs Transaction List Block Transfer Block Trending Trending chart data description Trending Filter toolbar description Trending Filter tooltip description Troubleshooting Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data User Input Block Using the blocks Using the Media Player Validate Phone Number Block Variables View Agent Details View Customer Details View Datasets Trends and Reports View jobs reports and details View the Agent Profile schema View the Customer Profile schema View uploaded datasets View your uploaded data Voice Mail Block Working with dashboards Working with interactions Working with saved reports Working with saved trending filters

None (406) · bots (4) · email, digital (2) · GPRAnalysis (4) · GPRDataUpload (2)

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 (19) · Administrator (8) · Deployment (5) · Designer (213) · Developer (1) · Help (82) · User (86)

None (104) · Designer (199) · GPR Core Platform (2) · Recording (113)

None (416) · CE01 (2)

None (418)