Drilldown: Article

None (13) · No (230) · Yes (2)

DES (106) · Draft:DES (110) · Draft:PEC-IVR (19) · Draft:ROU (1) · PEC-IVR (8) · 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 (13) · No (231) · Yes (1)

None (30) · Administrator (212) · Administrator, Agent (2) · Developer (1)

Creating and managing DID Groups (3) · GVP PaaS (3) · Provision IVR Profiles yourself (3) · Provisioning IVR profiles yourself (3) · Manage DID Groups with IVR Administration (3)

Other values: ; Activity Block Admin Resources Application Details Application phases Application workflow Applications Assign Variables Block Audio Resource Files Audio Resources Automated Message Block 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 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 Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Data Tables Dashboard Debug Block Deploy Designer Deploy Designer (versions prior to v9010005) Designer Analytics Designer MicroApps Designer Store Digital Channels in Designer Digital Resources Durations Emergency Block Emergency Flags Enterprise IVR External Services External Services Blocks File size limitations Get Chat Transcript Block Go To Block Heatmap How IVR works HTTP REST Block Identification & Verification Inputs IVR Administration Logic and Control Blocks Media Collections Menu Block Menu Option Block Milestone Block Parameter Group Templates Parameter Groups Parameters Partition-Based Access Control Path Permissions and Access Personalities Personas Play Message Block Predictive Routing Block Query VQs Block Record Block Record Utterance Block Reporting Blocks Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Routing Blocks Sankey Path Analysis Saving and Publishing Your Application 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 Terminate Block (Digital) Terminate Call Block Transaction List Block Transfer Block Troubleshooting User Input Block User Interaction Blocks Using the blocks Validate Phone Number Block Variables Voice Mail Block

GVP PaaS (3) · Manage DID Groups with IVR Administration (3) · Creating and managing DID Groups (3) · Provisioning IVR profiles yourself (3) · Provision IVR Profiles yourself (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 Application Details Application phases Application workflow (builds and streams) Assign Variables Block Audio Resource Files Audio Resources Automated Message Block 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 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 Custom Service Block Dashboard management Data Tables Data Tables Block Data Tables Dashboard Debug Block Deploy Designer Deploy Designer (versions prior to v9010005) Designer Analytics Designer MicroApps Designer Store Digital Channels Durations Emergency Block Emergency Flags Enterprise IVR External Services File size limitations Get Chat Transcript Block Go To Block Heatmap How IVR works HTTP REST Block Identification & Verification Inputs IVR Administration Managing applications Managing Digital Resources Media collections Menu Block Menu Option Block Milestone Block Parameter Group Templates Parameter Groups Parameters Partition-Based Access Control Path Permissions and Access Personalities Personas Play Message Block Predictive Routing Block Query VQs Block Record Block Record Utterance Block Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Sankey Path Analysis Saving and Publishing Your Application 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 Terminate Block (Digital) Terminate Call Block Transaction List Block Transfer Block Troubleshooting User Input Block Using the blocks Validate Phone Number Block Variables Voice Mail Block

None (239) · bots (4) · email, digital (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 (2) · Administrator (25) · Deployment (4) · Designer (213) · Developer (1)

None (30) · Designer (199) · IVR Administration (16)

None (243) · CE09,CE10 (2)

None (245)