Drilldown: Article

None (11) · No (109) · Yes (4)

DC (3) · DES (1) · Draft:AS (1) · Draft:ContentAdmin (1) · Draft:DC (2) · Draft:GPR (23) · Draft:Mixed (10) · Draft:PE-GPR (2) · Draft:PEC-Admin (5) · Draft:PEC-DC (5) · Draft:PEC-Dev (14) · Draft:PEC-DevC (1) · Draft:PEC-Developer (20) · Draft:PEC-REP (1) · Draft:PEC-WFM (1) · Draft:SF (7) · Draft:WFM (3) · GASN (1) · Mixed (8) · PE-GPR (1) · PEC-DC (5) · PEC-Developer (8) · PEC-WFM (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 (42) · No (81) · Yes (1)

None (87) · Administrator (28) · Administrator, Developer (6) · Administrator, Supervisor (1) · Supervisor (2)

Media namespace (5) · Voice namespace (5) · System namespace (5) · Pre-configure tenant objects (4) · Interaction namespace (4) · Configuration namespace (4) · Email namespace (4) · Agent namespace (4) · Service Client API (3) · Developer Sandbox (3) · Genesys Multicloud CX APIs (2) · Setting up Integration for Outbound Email Campaigns (2) · Integrate with Genesys Hub (2) · Setting up Integration for Inbound and Outbound SMS (2) · Developer Console (2) · Deploy the URS Strategy Subroutines (2) · TLS for Genesys Engage Servers (2) · Provision SMS (2) · How Digital Channels works (2)

Other values: ; Activity History Agent Details Activity Report Agent Workspace / Workspace Web Edition (SIP) use case All About Voice Appendix: Supported Encodings Authentication (SSO) Billing Data Server (BDS) on premises Billing Data Service (BDS) on Mixed Mode Billing Data Service (BDS) on Mixed Mode with GVP standalone Building staffing for multiple activities Chat Bots Click-to-Dial Collaboration Configuring SSO Database Maintenance Deploy Data Loader Developing with the Service Client API Digital Generalized Architecture Genesys Designer Genesys Voice Platform (GVP) Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) Historical Reporting / Genesys CX Insights How Does GPR Score Agents? How to handle a workitem Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Learn about Digital Channels Migrating to Gplus Adapter (v9) Mixed Mode Overview Mixed Mode Suite Level Requirements Mixed Mode Use Cases Monitor predictor feature coverage Naming conventions Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting Performance Options Dialog Box R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Routing Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Story Points FAQ Strategy Subroutines Monitoring and Logging System Requirements, Pre-Requisites, and Planning Using Copy and Paste Format for Statistics Using the Developer Console Voice Bots Web Real-Time Communication (WebRTC) Agents use case WFM Configuration Objects WFM Policy Objects Workspace Web Edition with Genesys Digital Channels

None (9) · System namespace (5) · Voice namespace (5) · Media namespace (5) · Interaction namespace (4) · Email namespace (4) · Configuration namespace (4) · Agent namespace (4) · Service Client API (3) · Provision SMS (2) · Deploy the URS Strategy Subroutines (2) · Integrate with Genesys Hub (2) · How Digital Channels works (2) · Setting up Integration for Inbound and Outbound SMS (2) · Developer Sandbox (2) · Developer Console (2) · Setting up Integration for Outbound Email Campaigns (2) · TLS (2)

Other values: ; Activity History Agent Details Activity Report Appendix: Supported Encodings Authentication BDS on Mixed Mode BDS on Mixed Mode with GVP BDS on prem Building staffing for multiple activities Chat Bots Click-to-Dial Collaboration Configuring SSO Database Maintenance Deploy Data Loader Designer Developing with the Service Client API Digital Digital Channels General Architecture Genesys Multicloud CX APIs Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) GVP Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) How Does GPR Score Agents? How to handle a workitem Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Migrating to Gplus Adapter (v9) Monitor predictor feature coverage Naming conventions Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting Overview Performance Options Dialog Box R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Reporting Routing Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Strategy Subroutines Monitoring and Logging Suite Level Requirements System Requirements, Pre-Requisites, and Planning Use Cases Using Copy and Paste Format for Statistics Voice Voice Bots WebRTC agents WFM Configuration Objects WFM Policy Objects Workspace Web Edition

None (120) · deploydigital (4)

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 (5) · Admin (6) · Administrator (27) · Agent (1) · DCPEGuide (6) · Deployment (48) · Designer (1) · DevConsole (1) · Developer (1) · Help (1) · RPRT (1) · SCAPI (24) · SupervisorHelp (2)

None (114) · Agent Workspace (1) · Agent Workspace, Agent Setup (1) · Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI (1) · Agent Workspace, Agent Setup, Digital Channels (2) · Agent Workspace, Designer, Pulse Reporting, Reporting GCXI (1) · Designer (1) · Reporting, Reporting GCXI (1) · Workforce Management (2)

None (124)

None (124)