Drilldown: Article

None (2) · No (304) · Yes (2)

Draft:PEC-REC (66) · Draft:PEC-REP (98) · PEC-REC (47) · PEC-REP (97)

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 (4) · No (304)

Administrator (113) · Administrator, Supervisor (195)

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

Other values: ; Abandon Delay Report Access control for Recording users Action Items 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 Analyze related words ANI Details Dashboard ANI Details Report Application Duration Report Application Summary Report Available report templates Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback Summary Report Campaign Summary Report Categories Chat Engagement Report Chat Message Statistics Report Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Content browser Create a new dashboard Create a new search Create a Trending filter Create an evaluation Create and manage forms Customer Perspective Report Dashboard Dashboards Deploying the Screen Recording Service Designer reports Details reports Email reports Evaluation Sessions Evaluations Manager Explore Explore terms FAQ Article Form questions Forms Manager How Recording, Quality Management and Speech Analytics works Inbound Intraday Email Process Report Interaction Flow Report Interaction Handling Attempt Report Interaction lists Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Manage the Blacklist Managing widgets Milestone Path Analysis Dashboard Milestone Summary Report My Messages widget New in this release Outbound Contact reports Outbound Email Report Performing and managing Evaluation Sessions Permalink 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 Programs Quality Management (QM) Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Recording certificate management Recording Cloud Backup Service Report templates Report widget Reports Saved searches Screen Recordings Search Filter Search Results grid Specifying search criteria Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Routing dashboards Task Volume Dashboard Tools Topics Topics, Categories, and Programs Transfer Dashboard Transfer Detail Report Trending Trending chart data description Trending Filter toolbar description Trending Filter tooltip description Using the Media Player Working with dashboards Working with interactions Working with saved reports Working with saved trending filters

None (26) · Agent Details Activity Report (5) · Agent Login-Logout Details Report (4) · What is an interaction (4) · Bot Analytical Dashboard (4) · Agent State Details Report (4) · Final Disposition Dashboard (4) · Working with saved trending filters (3) · Trending (3) · Report widget (3) · Content browser (3) · Search Results grid (3) · Create a new dashboard (3) · Managing widgets (3) · Dashboard (3) · Interaction lists (3) · Explore (3) · Working with dashboards (3)

Other values: ; Abandon Delay Report Access control for Recording users Action Items 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 Analyze related words ANI Details Report Application Duration Report Application Summary Report Available report templates Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback Summary Report Campaign Summary Report Categories Chat Engagement Report Chat Message Statistics Report Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Create a new search Create a Trending filter Create an evaluation Create and manage forms Customer Perspective Report Dashboards Deploying the Screen Recording Service Designer reports Details reports Email reports Evaluation Sessions Evaluations Manager Explore terms FAQ Article Form questions Forms Manager How Recording, Quality Management and Speech Analytics works Inbound Intraday Email Process 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 Manage the Blacklist Milestone Summary Report My Messages widget New in this release Outbound Contact reports Outbound Email Report Performing and managing Evaluation Sessions Permalink 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 Programs Quality Management (QM) Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Recording certificate management Recording Cloud Backup Service Report templates Reports Saved searches Screen Recordings Search Filter Specifying search criteria Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Routing dashboards Task Volume Dashboard Tools Topics Topics, Categories, and Programs Transfer Detail Report Trending chart data description Trending Filter toolbar description Trending Filter tooltip description Using the Media Player Working with interactions Working with saved reports

None (308)

None (1) · Genesys Recording, Quality Management, and Speech Analytics (113) · Reporting (194)

None (2) · Admin (19) · Administrator (8) · RPRT (195) · User (84)

None · Designer · Workforce Management · Reporting, Reporting GCXI · Recording · Agent Setup · CX Contact · Pulse Reporting · Platform Administration · Workforce Administration · Callback · IVR Administration · Reporting GCXI · Agent Workspace, Agent Setup · Agent Workspace · Cloud Data Download Service · App Studio · Agent Desktop · Agent Setup, Designer, Platform Administration · Pulse Reporting, Reporting GCXI

Other values: ; Agent Setup, Agent Workspace Agent Setup, Agent Workspace, Digital Channels Agent Setup, Cloud Data Download Service Agent Setup, Platform Administration Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI Agent Workspace, Agent Setup, Designer Agent Workspace, Agent Setup, Designer, Outbound Agent Workspace, Agent Setup, Digital Channels Agent Workspace, Agent Setup, Intelligent Workload Distribution Agent Workspace, Agent Setup, Pulse Reporting, Reporting GCXI, Workforce Management Agent Workspace, Designer, Pulse Reporting, Reporting GCXI Agent Workspace, Platform Administration Agent Workspace, Workforce Management Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI Designer, Platform Administration GPR Core Platform Genesys Portal Outbound,Outbound Administration Platform Administration, Agent Setup, Designer Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI Reporting Administration GCXI Reporting Administration GCXI, Reporting GCXI WEM Workforce Administration, Workforce Management intelligent Workload Distribution

None (306) · CE01 (2)

None (308)