Drilldown: Article

None (49) · No (262) · Yes (79)

Draft:DES (108) · DES (105) · Draft:PEC-REP (35) · Draft:PEC-REC (20) · Draft:PEC-GSM (8) · Draft:PEC-Admin (7) · Draft:PEC-SF (6) · Draft:PEC-CDDS (5) · Draft:GAA (5) · Draft:PEC-WFM (5) · PEC-CDDS (5) · Draft:WID (4) · GASN (4) · Draft:PEC-ROU (4) · PEC-WFM (4) · Solution (4) · Draft:Solution (4)

Other values: ; ATC Draft:AS Draft:ATC Draft:ContentAdmin Draft:GAWFM Draft:PE-GPR Draft:PEC-AD Draft:PEC-AS Draft:PEC-CAB Draft:PEC-Chat Draft:PEC-COB Draft:PEC-DC Draft:PEC-Dev Draft:PEC-Email Draft:PEC-GPA Draft:PEC-GS Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-OU Draft:PEC-VM Draft:PEC-Voice PE-GPR PEC-AD PEC-Admin PEC-AS PEC-CAB PEC-Chat PEC-COB PEC-DC PEC-Email PEC-GPA PEC-GS PEC-IVR PEC-IWD PEC-OU PEC-REC PEC-REP PEC-ROU PEC-VM PEC-Voice UseCases User:Jumunn WID

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 (54) · No (335) · Yes (1)

None (97) · Administrator (251) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (15) · Administrator, Developer (6) · Administrator, Developer, Supervisor (4) · Agent, Supervisor (4) · Developer (7)

Terminate Call Block (3) · Terminate Block (Digital) (3)

Other values: ; 3rd Party and Open Source Software Used Activity Block Admin Resources Administration Agent Activity Business Result report Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agents reports All About Voice Application Details Application phases Application workflow Applications Assign Variables Block Automated Message Block Barb's Call Flow Diagrams 3/20 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 Business Results reports Call Data Block Callback Availability V2 Callback Blocks Callback Details Report Callback reports Callback Summary Report Callback V2 Callback VQ Watermark Block Campaign Callbacks Summary Report Campaign Summary Report Cancel Callback V2 Change Language Block Change Persona block Chat Custom Message Block Chat Message Block Chat reports Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Cloud Data Download Service Co-browse reports Collaboration Configure Agents Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Contact History Export Reference Contact List Effectiveness Report Content browser Create a new dashboard Create a new search Custom Service Block Customer Service Automation Solution Guide (Genesys Multicloud CX) Dashboard Dashboard management Dashboards Data Blocks Data Tables Data Tables Block Data Tables Dashboard Debug Block Deploying Widgets Designer Analytics Designer MicroApps Designer reports Designer Store Details reports Developer Sandbox Digital Digital Resources Durations Email reports Emergency Block Emergency Flags Engage Widget Explore Explore terms Export External Services External Services Blocks FAQs for agents File size limitations Genesys Base Cases for Genesys Multicloud CX Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX APIs Genesys Multicloud CX Platform Availability FAQs Genesys Multicloud CX reports Genesys Portal content accessibility Genesys Skills Management API Guide Genesys Softphone for Agents and Supervisors Get Chat Transcript Block Get Started with Genesys Agent Assist for Genesys Multicloud CX Get started with Genesys Multicloud CX Getting Started Getting Started with CX Contact Go To Block Heatmap 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 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 configure and customize screen pops How to configure the Gplus Adapter How to create a chatbot How to install the Gplus Adapter How Voice works How Widgets works How Workforce Management works HTTP REST Block Identification & Verification Inbound Inputs Installing Data Uploader Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integrating Gplus Adapter in Lightning Interaction Flow Details report Interaction Handling Attempt Details report Interaction lists Logic and Control Blocks Managing widgets Mary WEM in Engage cloud hybrid article Media Collections Menu Block Menu Option Block Milestone Block My Messages widget Omnichannel Desktop Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Partition-Based Access Control Path Performance DNA Moodle Integration Setup Guide Permissions and Access Personas Play Message Block Predictive Routing A/B Testing Report Predictive Routing Block Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare your tenant Prerequisites Prerequisites and browser support Prerequisites for Genesys Engage on-premisess Deployments Prerequisites for Genesys Multicloud CX Deployments Provisioning Genesys Multicloud CX Hybrid Integrations Query VQs Block Queue Summary Customer Segment report Queues reports Record Block Record Utterance Block Report widget Reporting Blocks Return Block Route Agent Block Route Call Block Route Digital Block Routing Routing Algorithms Routing Analysis Routing Blocks Sankey Path Analysis Saved searches Saving and Publishing Your Application Scheduling the Data Uploader to run daily 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 Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Survey Blocks Surveys System communications with the Genesys Multicloud CX Platform test2 TestStandalone Transaction List Block Transfer Block Trending Troubleshooting User communications with the Genesys Multicloud CX platform User communications with the Genesys Multicloud CX platform over a private network User communications with the Genesys Multicloud CX platform over PSTN User communications with the Genesys Multicloud CX platform over the Internet User Input Block User Interaction Blocks Using Predictive Engagement in Genesys Multicloud CX Using the blocks Validate Phone Number Block Variables Voice Mail Block Voicemail for agents and supervisors WebChat Widget WFM Web Content Accessibility What is an interaction Which version am I using? Workforce Management Product Alerts Working with dashboards Working with saved trending filters

None (18) · Terminate Block (Digital) (3) · Terminate Call Block (3) · Getting Started (3)

Other values: ; 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 Activity Block Adapter configuration Adapter installation Administration Agent Activity Business Result report Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agents reports Application Details Application phases Application workflow (builds and streams) Assign Variables Block Automated Message Block AutoSolutions Barb's Call Flow Diagrams 3/20 Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Business Control Dashboard Business Hours Business Hours Block Business Results reports Call Data Block Callback Callback Availability V2 Callback Details Report Callback reports Callback Summary Report Callback V2 Callback VQ Watermark Block Campaign Callbacks Summary Report Campaign Summary Report Cancel Callback V2 Change Language Block Change Persona block Chat Custom Message Block Chat Message Block Chat reports Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Cloud Data Download Service Co-browse Co-browse reports Collaboration Configure Agents Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Contact History Export Reference Contact List Effectiveness Report Content browser Create a new dashboard Create a new search createchatbot Custom Service Block Dashboard Dashboard management Dashboards Data Tables Data Tables Block Data Tables Dashboard Debug Block Deploying Widgets Designer Analytics Designer MicroApps Designer reports Designer Store Details reports Digital Durations Email Email reports Emergency Block Emergency Flags Engage Widget Explore Explore terms Export External Services File size limitations Genesys Multicloud CX Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX Prerequisites Genesys Multicloud CX reports Genesys Portal content accessibility Genesys Predictive Engagement in Genesys Engage on-premises Genesys Skills Management API Guide Get Chat Transcript Block Get started with Genesys Multicloud CX Go To Block Gplus Adapter SF Heatmap How Agent Workspace works How Chat works How Digital Channels works 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 HTTP REST Block Identification & Verification Inbound Inputs Installing Data Uploader Integrating Gplus Adapter in Lightning Interaction Flow Details report Interaction Handling Attempt Details report Interaction lists Managing applications Managing Digital Resources Managing widgets Mary WEM in Engage cloud hybrid article Media collections Menu Block Menu Option Block Milestone Block My Messages widget Omnichannel Desktop Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Partition-Based Access Control Path Performance DNA Moodle Integration Setup Guide Permissions and Access Personas Play Message Block Predictive Routing A/B Testing Report Predictive Routing Block Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare your tenant Prerequisites Prerequisites and browser support Prerquisites Provisioning Query VQs Block Queue Summary Customer Segment report Queues reports Record Block Record Utterance Block Report widget Return Block Route Agent Block Route Call Block Route Digital Block Routing Routing Algorithms Routing Analysis Sankey Path Analysis Saved searches Saving and Publishing Your Application Scheduling the Data Uploader to run daily Screen pop configuration 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 Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Surveys System communications with the platform test2 Third party Transaction List Block Transfer Block Trending Troubleshooting User communications over a private network User communications over PSTN User communications over the Internet User communications with the platform User Input Block Using Predictive Engagement in Genesys Multicloud CX Using the blocks Validate Phone Number Block Variables Voice Voice Mail Block Voicemail for agents and supervisors WebChat Widget WFM Web Content Accessibility What is an interaction Working with dashboards Working with saved trending filters

None (377) · bots (6) · email, digital (2) · OSHelp (1) · UserComms (4)

None (8) · Administrator (4) · Agent Setup (2) · Agent Workspace (2) · Callback (2) · Chat (2) · Cloud Data Download Service (10) · Co-Browse (2) · Designer (213) · Digital Channels (2) · Email (2) · Genesys Agent Assist (5) · Genesys Predictive Engagement (6) · Genesys Predictive Routing (2) · Genesys Recording, Quality Management, and Speech Analytics (21) · Genesys Skills Management (8) · Genesys Softphone (4) · Genesys Use Cases (1) · Gplus Adapter for Salesforce (2) · Gplus Adapter for ServiceNow (4) · Gplus Adapter for WFM (1) · Intelligent Workload Distribution (2) · Internal Content Administration (3) · IVR Administration (2) · NOPRODUCT (1) · Outbound (CX Contact) (5) · Reporting (36) · Routing and Designer (5) · Solutions (8) · Success Factors for Genesys Multicloud CX (6) · 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 (115) · Agent Setup (2) · Agent Setup, Cloud Data Download Service (2) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace (3) · Agent Workspace, Agent Setup (3) · Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI (1) · 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, Designer, Pulse Reporting, Reporting GCXI (1) · Agent Workspace, Platform Administration (2) · Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI (2) · Cloud Data Download Service (8) · CX Contact (2) · Designer (200) · Designer, Platform Administration (2) · Genesys Portal (2) · GPR Core Platform (2) · IVR Administration (2) · Outbound,Outbound Administration (1) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Recording (21) · WEM (1) · Workforce Administration (2) · Workforce Administration, Workforce Management (2)

None (366) · BO02, BO03 (2) · CE01 (6) · 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 (390)