Drilldown: Article

None (13) · No (72) · Yes (6)

Draft:GAWFM (60) · Draft:PEC-IWD (16) · PEC-IWD (15)

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 (64) · No (26) · Yes (1)

None (87) · Administrator (2) · Administrator, Developer (2)

Installation and Windows Permissions (4) · Prepare for Office 365 integration (2) · Monitor work items and emails (2) · How IWD works (2) · How Intelligent Workload Distribution works (2) · Search, display, manage, and update work items (2) · Roles and privileges for Workload Manager users (2) · Configure IWD (2) · Test IWD provisioning (2) · Set up IWD (2) · Real-time Adherence (2) · Use Workload Manager (2) · View Summary (2) · View, edit, and create Categories and Rules (2) · View, edit, and create Endpoints (2) · View, edit, and create Genesys Multicloud CX Email boxes (2) · View, edit, and create Prioritization schemas (2)

Other values: ; 'Multiple Adapters' Add an Adapter Instance to Configuration Server Add an Adapter Instance to the Configuration Server Adding a Place Group to a Site Adding Annex Data for Virtual Queues & Skills Adding T-Servers and Interaction Servers Amazon Web Service Credentials - S3 Bucket Application Options for Aspect Application Options for NICE-IEX Application Options for Teleopti Application Options for Verint Aspect Historical Reports Aspect Historical Reports & Real-time Adherence Aspect Only: Adding Agents to a Data Group for Staff Group and APS Reports Client Configuration Configuration Server Connection Event Attribute Determiners Generating the Private-Public Key Pair Historical Reports Included Files Initial Startup Test Java Virtual Machine License File Log Files Logging Configuration Logging, FTP and Report Directories Logging, FTP, and Report Directories Managing Windows Service: prunmgr Application Media and Reports NICE-IEX Historical Reports & Real-time Adherence Non-Campaign Outbound Calls Overview: Outbound Voice Campaigns Overview: Recovery, Restarts, and Reconnects Predictive and Progressive Campaigns Predictive and Progressive with ASM Preview and Push Preview Campaigns Real-Time Adherance Reconnects Recovery Restarts Secure File Transfer Problems Server Configuration Setting up Secure File Transfer Solution Control Server Integration Staff Group Logs Teleopti Historical Reports & Real-time Adherence test Test unstructured test2 Testsubtopic Threshold Time Format Time Zone IDs Verint Historical Reports & Real-time Adherence View and set IWD global options Windows Installation Script

Overview (3) · Installation and Windows Permissions (3)

Other values: ; 'Multiple Adapters' Add an Adapter Instance Add an Adapter Instance to Configuration Server Adding a Place Group Adding Annex Data Adding Servers Aspect Aspect Only: Adding Agents to a Data Group AWS Credentials - S3 Bucket Client Configuration Configuration Server Connection Configure IWD Event Attributes Determiners Generating the Private-Public Key Pair Historical Reports How IWD works Included Files Initial Startup Test Intelligent Workload Distribution Java Virtual Machine License File Log Files Logging Configuration Logging, FTP and Report Directories Logging, FTP, and Report Directories Managing Windows Service: prunmgr Application Media & Reports Monitor work items and emails NICE-IEX Non-Campaign Outbound Calls Predictive & Progressive Campaigns Predictive & Progressive with ASM Prepare for Office 365 integration Preview & Push Preview Campaigns Real-Time Adherance Real-Time Adherence Reconnects Recovery Required Permissions Restarts Roles and privileges for Workload Manager users RTA Search, display, manage, and update work items Secure File Transfer Problems Server Configuration Set up IWD Solution Control Server Integration Teleopti test Test IWD provisioning test2 Testsubtopic Threshold Time Format Time Zone IDs Use Workload Manager Verint View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX email boxes View, edit, and create Prioritization schemas Windows Installation Script

None (87) · Journey (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 (3) · Administrator (29) · AspectDeployment (4) · Deployment (50) · IEXDeployment (5)

None (89) · Agent Setup, Platform Administration (2)

None (89) · BO02, BO03 (2)

None (91)