Drilldown: Article

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Draft:PEC-REP (111) · ATC (6) · Draft:ATC (6) · Solution (5) · Draft:Solution (5) · Draft:PEC-WFM (5) · Draft:WID (4) · PEC-WFM (4) · Draft:PEC-GSM (3) · Draft:PEC-OU (3) · WID (2) · PEC-OU (2) · Draft:PEC-Dev (2) · Draft:PEC-GS (2) · PEC-GS (2)

Other values: ; Draft:ContentAdmin Draft:GAA Draft:GAWFM Draft:PE-GPR Draft:PEC-AD Draft:PEC-AS Draft:PEC-CAB Draft:PEC-CDDS Draft:PEC-Chat Draft:PEC-COB Draft:PEC-DC Draft:PEC-Email Draft:PEC-GPA Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-REC Draft:PEC-ROU Draft:PEC-SF Draft:PEC-VM Draft:PEC-Voice PE-GPR PEC-AD PEC-AS PEC-CAB PEC-CDDS PEC-Chat PEC-COB PEC-DC PEC-Email PEC-GPA PEC-IVR PEC-IWD PEC-REC PEC-REP PEC-ROU PEC-VM PEC-Voice UseCases User:Jumunn

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 (117) · No (84)

None (144) · Administrator (17) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (14) · Administrator, Developer (6) · Administrator, Developer, Supervisor (4) · Agent, Supervisor (4) · Developer (6)

Other values: ; 3rd Party and Open Source Software Used Administrator Tasks Agent Adherence Report Metrics and End Notes Agent Details Activity Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Membership Details Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Login-Logout Details 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 State Details 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 Customer Service Automation Solution Guide (Genesys Multicloud CX) Dashboards Deploying Widgets Designer reports Details reports Developer Sandbox Dimension tables Email reports Enabling Wait-lists Engage Widget Fact tables FAQs for agents Forecasting Genesys Base Cases for Genesys Multicloud CX Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX APIs Genesys Multicloud CX Platform Availability FAQs Genesys Predictive Engagement resources for developers Genesys Skills Management API Guide Genesys Softphone for Agents and Supervisors Getting Started with CX Contact How Agent Setup works How Agent Workspace works How Callback works How Chat works How Cloud Data Download Service works How Co-browse works How Digital Channels works How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? How Email works How Genesys Softphone works How Gplus Adapter for Salesforce works How Intelligent Workload Distribution works How IVR works How Outbound works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How Reporting works How Routing works How to create a chatbot How Voice works How Widgets works How Workforce Management works Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integrating Gplus Adapter in Lightning 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 history data retention period change Managing Overtime Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Outcome limitation change Overlays Primer Performance DNA Moodle Integration Setup Guide 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 Prerequisites for Genesys Engage on-premisess Deployments Prerequisites for Genesys Multicloud CX Deployments Provisioning Genesys Multicloud CX Hybrid Integrations PureConnect Outbound Solution Guide (Interaction Dialer) 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 test2 TestStandalone Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using Predictive Engagement in Genesys Multicloud CX Using WFM Task Sequences Voicemail for agents and supervisors WebChat Widget WFM Metrics WFM Primers WFM Web Content Accessibility What historical reports are available in Genesys CX Insights? Which version am I using? Workforce Management Workforce Management ETL Database Reference Workforce Management Product Alerts

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Other values: ; Administrator Tasks Agent Adherence Report Metrics and End Notes Agent Details Activity Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Membership Details Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Login-Logout Details 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 State Details 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 AutoSolutions Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Callback 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 Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact Center Performance Report Metrics Contact List Effectiveness Report createchatbot Customer Perspective Report Dashboards Deploying Widgets Designer reports Details reports Dimension tables Email Email reports Enabling Wait-lists Engage Widget Fact tables Forecasting Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX Prerequisites Genesys Predictive Engagement in Genesys Engage on-premises Genesys Skills Management API Guide Getting Started Gplus Adapter SF How Agent Workspace works How Chat works How Digital Channels works How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? How Genesys Softphone works How IVR works How IWD works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How reporting works How routing works How voice works How Widgets works How Workforce Management works Integrating Gplus Adapter in Lightning Interaction Dialer 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 Managing Overtime Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Overlays Primer Performance DNA Moodle Integration Setup Guide 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 Prerquisites Provisioning 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 test2 Third party Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using Predictive Engagement in Genesys Multicloud CX Using WFM Task Sequences Voicemail for agents and supervisors WebChat Widget WFM Metrics WFM Primers WFM Web Content Accessibility What historical reports are available in Genesys CX Insights? Workforce Management Workforce Management ETL Database Reference

None (196) · bots (2) · OSHelp (1) · Outbound (2)

None (2) · Agent Setup (2) · Agent Workspace (2) · Callback (2) · Chat (2) · Cloud Data Download Service (2) · Co-Browse (2) · Digital Channels (2) · Email (2) · Genesys Agent Assist (1) · Genesys Predictive Engagement (12) · Genesys Predictive Routing (2) · Genesys Recording, Quality Management, and Speech Analytics (2) · Genesys Skills Management (3) · Genesys Softphone (4) · Genesys Use Cases (1) · Gplus Adapter for Salesforce (2) · Gplus Adapter for WFM (1) · Intelligent Workload Distribution (2) · Internal Content Administration (1) · IVR Administration (2) · NOPRODUCT (1) · Outbound (CX Contact) (5) · Reporting (112) · Routing and Designer (2) · Solutions (10) · Success Factors for Genesys Multicloud CX (1) · Voice (2) · Voicemail (2) · Widgets (6) · Workforce Management (9)

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 (160) · Agent Setup (2) · Agent Setup, Cloud Data Download Service (2) · Agent Workspace (2) · Agent Workspace, Agent Setup (2) · Agent Workspace, Agent Setup, Designer (4) · Agent Workspace, Agent Setup, Designer, Outbound (2) · Agent Workspace, Agent Setup, Digital Channels (2) · Agent Workspace, Agent Setup, Intelligent Workload Distribution (2) · Agent Workspace, Platform Administration (2) · Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI (2) · CX Contact (2) · Designer (2) · Designer, Platform Administration (2) · GPR Core Platform (2) · IVR Administration (2) · Outbound,Outbound Administration (1) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Recording (2) · Workforce Administration (2) · Workforce Administration, Workforce Management (2)

None (179) · BO02, BO03 (2) · CE01 (4) · CE01, CE02, CE03 (2) · CE09,CE10 (2) · CE16 (2) · CE16, CE18, CE19, CE27, CE29 (2) · ce18, ce31 (2) · CE27 (2) · CE31, CE41, EE31 (2) · EE01, EE02, EE03, EE10-A, EE28 (2)

None (201)