Drilldown: Article

None (15) · No (195)

Draft:ContentAdmin (1) · Draft:GAA (2) · Draft:GAMD (4) · Draft:GASL (1) · Draft:GASN (6) · Draft:PEC-AD (31) · Draft:PEC-GPA (6) · Draft:PEC-REP (29) · Draft:PEC-VM (1) · Draft:PEC-WFM (35) · GASL (1) · GASN (6) · PEC-AD (28) · PEC-GPA (6) · PEC-REP (22) · PEC-WFM (31)

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 (16) · No (193) · Yes (1)

None (39) · Administrator, Supervisor (4) · Agent (73) · Agent, Supervisor (56) · Supervisor (38)

Getting started (6) · Agent Assist tab (4) · How autogranting works (3) · Logging in and out (3) · Viewing exception totals (3) · Campaign Statistics (3) · Queue statistics (3) · eServices statistics (3) · Agent Statistics (3) · Template function library (3) · Multi-site trading (3)

Other values: ; Activity History Add a Widget Adding exceptions to your schedule Agent Assist tab in Workspace Agent Workspace (v9) Answering Calls Bidding Bidding on overtime Changing your Status Channels and the Channels tab Chat Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Dashboard and Wallboard Examples Display External Content Email Facebook Chat Genesys Predictive Engagement Chat Interaction Genesys Pulse Accessibility Genesys Pulse User Preferences Get started with Gplus Adapter Gplus Adapter for Salesforce (v9) How bidding works How can I use templates to simplify widget creation? How do I use formulas to customize reports? How to handle a workitem How to handle screen pops in ServiceNow How to make outbound calls How to manage inbound calls Import/Export Interaction history views Internal interactions Know more about supported features Knowledge tab Log in Logging in Manage Report Templates Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Messaging Navigating Agent Workspace New in this Release OLD Agent Assist tab Outbound campaigns Popular Reports Preferences Pulse Manage Agents Real-time Reporting with Genesys Pulse Related interactions Report Formulas Schedule Callback Schedules Screen Pops SMS Chat Standard Report Templates Standard responses Statistic Properties Team Communicator The Contact Directory and contact management Time off Trading Twitter Chat Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice Calls Voicemail for Supervisors WhatsApp Chat Widget Errors Widget Management Widget Types Workbins Working with Dashboards and Wallboards Working with Gplus Adapter for Salesforce Working with TOCs Workitems

None (8) · Getting started (6) · Campaign Statistics (3) · Queue statistics (3) · Logging in and out (3) · How autogranting works (3) · Template function library (3) · Viewing exception totals (3) · eServices statistics (3) · Multi-site trading (3) · Agent Statistics (3)

Other values: ; Activity History Add a Widget Adding exceptions to your schedule Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Workspace Agent Workspace (v9) Bidding Bidding on overtime Calls Channels and the Channels tab Chat Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Dashboard and Wallboard Examples Dashboards and Wallboards Display External Content Email Facebook Chat Genesys Predictive Engagement Genesys Pulse Accessibility Genesys Pulse User Preferences Gplus Adapter basics Gplus Adapter for Salesforce (v9) How bidding works How can I use templates to simplify widget creation? How do I use formulas to customize reports? How to handle a workitem How to handle screen pops in ServiceNow Import/Export Interaction history views Internal interactions Knowledge tab Make outbound calls Manage inbound calls Manage Report Templates Managing multi-site trade proposals Managing single-site trades proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Messaging Navigating Agent Workspace New in this Release OLD Agent Assist Outbound campaigns Popular Reports Preferences Real-time Reporting with Genesys Pulse Related interactions Report Formulas Schedule Schedule a callback Screen Pops SMS Chat Standard Report Templates Standard responses Statistic Properties Supported features Team Communicator The Contact Directory and contact management Time off Trading Twitter Chat Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voicemail for Supervisors WhatsApp Chat Widget Errors Widget Management Widget Types Workbins Working with Gplus Adapter Workitems

None (188) · ADResponse (6) · ADResponses (2) · RealTime (14)

None (1) · Agent Desktop (1) · Agent Workspace (58) · Genesys Agent Assist (2) · Gplus Adapter for Microsoft Dynamics 365 (4) · Gplus Adapter for Salesforce (12) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (2) · Internal Content Administration (1) · Reporting (51) · Voicemail (1) · Workforce Management (66)

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 (110) · Pulse Reporting (42) · Workforce Management (58)

None (210)

None (210)