Drilldown: Article

None (111) · No (265)

Draft:PEC-GSM (117) · Draft:PEC-REP (131) · PEC-REP (128)

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 (126) · No (250)

None (155) · Administrator (2) · Administrator, Developer (3) · Administrator, Supervisor (216)

Agent Details Activity Report (5) · Agent Login-Logout Details Report (4) · Weekly Self Service Containment Dashboard (4) · Weekly Queue Summary Dashboard (4) · Weekly Business Attribute Dashboard (4) · Weekly Agent Group Utilization Dashboard (4) · Weekly Agent Group Performance Dashboard (4) · Final Disposition Dashboard (4) · Agent State Details Report (4) · Agent Group Membership Details Report (4) · Bot Analytical Dashboard (4)

Other values: ; Abandon Delay Report Ability to Reset Multiple User Tests About the Genesys Info Mart historical database Activity Summary Report Adding an image to your certificate Adding Text to a certificate Admin Report User Filter – Hierarchy Admin Reports Agent Conduct Report 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 ANI Details Dashboard ANI Details Report Appendix 1: Optional Components Application Duration Report Application Summary Report Archiving and Forgetting Users Assessment Report Assigning Assessments to Individual Users Assigning Users based on Hierarchy Assigning your certificate to an assessment Assisted Service Interactions by Last Milestone Report Async Interactions Report Authentication Automatically Importing KPI Data Billing Data reports Blocks Summary Report Branding Branding Options Built-In Roles Business Metrics Executive Report Business Results reports Calculated Data Calculated Data Status Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configuring Email Settings Configuring GIS Authentication Contact Center Dashboard Contact List Effectiveness Report Create Customizable Certificates per Assessment Create New Roles Creating an Assessment Creating and Managing Users Creating Certificates Creating Feedback Assessments Creating Knowledge Nudges Creating Learning Items Creating New Base Data Definitions from a Spreadsheet Creating Templates Associated to Roles Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboards Data Issues Data Type Data Visualization Date Range Date Restrictions on Assessments Defining and Managing Roles Deleting Learning Items Deleting Previously Imported Data Designer reports Details reports DNA Comparison DNA Import Service DNA User Progress Graph Duration Column within the User Result Detail Report Editing Learning Items Email Notification Service Email reports Enabling Email Events ETL Audit Dashboard Event Settings Exporting data Feature Notes Feedback Deployment Models Feedback Report Feedback Results Report Filtering View of Learning Items General Settings Generate historical reports Genesys EWM Learning Item Integration Groups Hierarchy Import Functionality HTTPS Support Import KPI Data Import/Export Inbound Intraday Email Process Report Inbound Voice User Report 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 Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Knowledge Nudge Reports Knowledge Nudges Learning Item Drilldown Learning Items LMS Learning Item Integration Loading and Saving Filters Loading Report Filters Logging In Manage Assessments Manage Hierarchy Managing and Viewing Crystal Reports Managing Base Data Definitions with Excel Managing Learning Items Managing Report Settings Managing User Permissions Manually Importing KPI data Manually Managing DNA Base Data Milestone Path Analysis Dashboard Milestone Summary Report My DNA New Calculated Data Form Objective Actions Screen Outbound Contact reports Outbound Email Report PDR Admin Page PDR Dashboard Page PDR Dashboard Widget PDR Defined Review Windows PDR Email Notifications PDR Page PDR Potential Assessment Performance DNA Administration Guide Personal Development Review 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 Printing an Assessment Process OrgData Question Response Summary Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Recalling Awarded Certificates Report Descriptions Reporting Parameters Reports Resource Performance Dashboard Resource Performance Report Restore Branding to Defaults Restricting Report Results Rules-based Assignments Searching and filtering Calculated Data Self-Service Statistics Report Setting Branding Setting the number of objective targets for users SkillsAnalysis SkillsDNA Creation Skillsroute Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Strand Selector Supervisor Dashboard Survey Answer Report Survey Statistics Report System Settings Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report The Timeseries Graph Transfer Dashboard Transfer Detail Report Update Routing Skills from DNA Updating Base Data Definitions from a Spreadsheet User Drilldown User Feedback Response Percentages User Fields User Result Detail User Selection Users Using the Report Filters Option View of Calculated Data Viewing Reports Widgets Work with projects Work with reports

None (26) · Agent Details Activity Report (5) · Agent State Details Report (4) · Bot Analytical Dashboard (4) · Final Disposition Dashboard (4) · Agent Group Membership Details Report (4) · Agent Login-Logout Details Report (4)

Other values: ; Abandon Delay Report Ability to Reset Multiple User Tests About the Genesys Info Mart historical database Activity Summary Report Adding an image to your certificate Adding Text to a certificate Admin Report User Filter – Hierarchy Admin Reports Agent Conduct Report 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 ANI Details Report Appendix 1: Optional Components Application Duration Report Application Summary Report Archiving and Forgetting Users Assessment Report Assigning Assessments to Individual Users Assigning Users based on Hierarchy Assigning your certificate to an assessment Assisted Service Interactions by Last Milestone Report Async Interactions Report Authentication Automatically Importing KPI Data Billing Data reports Blocks Summary Report Branding Branding Options Built-In Roles Business Metrics Executive Report Business Results reports Calculated Data Calculated Data Status Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configuring Email Settings Configuring GIS Authentication Contact Center Dashboard Contact List Effectiveness Report Create Customizable Certificates per Assessment Create New Roles Creating an Assessment Creating and Managing Users Creating Certificates Creating Feedback Assessments Creating Knowledge Nudges Creating Learning Items Creating New Base Data Definitions from a Spreadsheet Creating Templates Associated to Roles Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboards Data Issues Data Type Data Visualization Date Range Date Restrictions on Assessments Defining and Managing Roles Deleting Learning Items Deleting Previously Imported Data Designer reports Details reports DNA Comparison DNA Import Service DNA User Progress Graph Duration Column within the User Result Detail Report Editing Learning Items Email Notification Service Email reports Enabling Email Events ETL Audit Dashboard Event Settings Exporting data Feature Notes Feedback Deployment Models Feedback Report Feedback Results Report Filtering View of Learning Items GCXI project General Settings Generate historical reports Genesys EWM Learning Item Integration Groups Hierarchy Import Functionality HTTPS Support Import KPI Data Import/Export Inbound Intraday Email Process Report Inbound Voice User Report 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 Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Knowledge Nudge Reports Knowledge Nudges Learning Item Drilldown Learning Items LMS Learning Item Integration Loading and Saving Filters Loading Report Filters Logging In Manage Assessments Manage Hierarchy Managing and Viewing Crystal Reports Managing Base Data Definitions with Excel Managing Learning Items Managing Report Settings Managing User Permissions Manually Importing KPI data Manually Managing DNA Base Data Milestone Summary Report My DNA New Calculated Data Form Objective Actions Screen Outbound Contact reports Outbound Email Report PDR Admin Page PDR Dashboard Page PDR Dashboard Widget PDR Defined Review Windows PDR Email Notifications PDR Page PDR Potential Assessment Performance DNA Administration Guide Personal Development Review 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 Printing an Assessment Process OrgData Question Response Summary Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Recalling Awarded Certificates Report Descriptions Reporting Parameters Reports Resource Performance Dashboard Resource Performance Report Restore Branding to Defaults Restricting Report Results Rules-based Assignments Searching and filtering Calculated Data Self-Service Statistics Report Setting Branding Setting the number of objective targets for users SkillsAnalysis SkillsDNA Creation Skillsroute Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Strand Selector Supervisor Dashboard Survey Answer Report Survey Statistics Report System Settings Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report The Timeseries Graph Transfer Detail Report Update Routing Skills from DNA Updating Base Data Definitions from a Spreadsheet User Drilldown User Feedback Response Percentages User Fields User Result Detail User Selection Users Using the Report Filters Option View of Calculated Data Viewing Reports Widgets Work with reports

None (376)

None (1) · Genesys Skills Management (117) · Reporting (258)

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 (155) · Pulse Reporting, Reporting GCXI (4) · Reporting Administration GCXI, Reporting GCXI (1) · Reporting GCXI (21) · Reporting, Reporting GCXI (195)

None (376)

None (376)