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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

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Get started with Genesys Predictive Engagement for Genesys Multicloud CX (4) · About global settings (2) · Manage outcomes (2) · Prerequisites for Genesys Engage on-premises Deployments (2) · Billing and usage (2) · Override global frequency capping settings (2) · Outcome performance (2) · Segment performance (2) · Select a schedule (2) · Configure a content offer action map (2) · Agent State Details Report (2) · Manage segments (2) · Content offer lifecycle (2) · Agent Group Membership Details Report (2) · Agent Details Activity Report (2) · Agent Login-Logout Details Report (2) · Action settings (2) · Get started with Predictive Engagement for Genesys Engage on-premises (2) · View audit logs (2) · About web chats (2)

Other values: ; Administrator Tasks Agent Adherence Report Metrics and End Notes 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 Application Duration Report Application Summary Report Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Can I customize CX Insights reports? 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 Center Performance Report Metrics Contact List Effectiveness Report Customer Perspective Report Dashboards Designer reports Details reports Dimension tables Email reports Enabling Wait-lists Fact tables Forecasting How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? 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 Journey attributes Limits for Genesys Predictive Engagement and custom event objects Managing Overtime Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer Outbound Contact reports Overlays Primer 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 Query examples Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Routing dashboards Task Volume Dashboard Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using WFM Task Sequences WFM Metrics WFM Primers What historical reports are available in Genesys CX Insights? Workforce Management Workforce Management ETL Database Reference

None (11) · Genesys Multicloud CX (4) · Agent State Details Report (2) · Genesys Engage on-premises (2) · About global settings (2) · Configure a content offer action map (2) · Outcome performance (2) · Override global frequency capping (2) · Billing and usage (2) · Segment performance (2) · Select a schedule (2) · Genesys Multicloud CX Prerequisites (2) · Agent Group Membership Details Report (2) · Agent Details Activity Report (2) · Agent Login-Logout Details Report (2) · Web chats (2)

Other values: ; Administrator Tasks Agent Adherence Report Metrics and End Notes 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 Application Duration Report Application Summary Report Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Can I customize CX Insights reports? 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 Center Performance Report Metrics Contact List Effectiveness Report Customer Perspective Report Dashboards Designer reports Details reports Dimension tables Email reports Enabling Wait-lists Fact tables Forecasting How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? 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 Journey attributes Managing Overtime Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer Outbound Contact reports Overlays Primer 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 Query examples Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Routing dashboards Task Volume Dashboard Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using WFM Task Sequences WFM Metrics WFM Primers What historical reports are available in Genesys CX Insights? Workforce Management Workforce Management ETL Database Reference

None (130) · Analytics (2) · ContentOffers (4) · FreqCap (4) · Outcomes (2) · Segments (2) · WebChat (2)

Genesys Predictive Engagement (36) · Reporting (110)

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

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