Drilldown: Article

None (27) · No (168) · Yes (3)

ContentAdmin (9) · Draft:ContentAdmin (87) · Draft:PEC-ROU (99) · PEC-ROU (3)

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 (106) · No (75) · Yes (17)

None (191) · Administrator (5) · Administrator, Agent, Supervisor (1) · Supervisor (1)

Working with TOCs (3) · Getting Started (2) · Content offers (2) · Context statements (2) · Terminate Block (Digital) (2) · Terminate Call Block (2) · DisplayTitle1 (2) · Explore the sample Designer application (2) · Genesys Cloud CX, Genesys Multicloud CX, and Genesys Engage branding (2) · Private edition architecture diagrams (2) · How It Works pages (2) · Working with media files (2) · About the data we track (2) · How Routing works (2) · Linking (2) · IX Global Diagram Standards (2)

Other values: ; About action maps About Architect flows About content offers Account: Configure Groups Account: User Management Acrolinx test Action Library Action Map Performance Activate/inactivate Activity Block Add Genesys Multicloud CX Applications to the system Add Genesys Multicloud CX user roles to the system Additional information for admins Admin Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance Application Workflow Applications Apply an action map to specific webpages Assign Variables Block Automated Message Block Availability of analytics data Barb's Call Flow Diagrams 3/20 Best practices for action maps Best practices for outcomes Best practices for segments Blippie Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Build an action map Build conditions Build segments Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Campaign attributes Cancel Callback V2 Change Language Block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Configuration options Configure outcome probability Configure user engagement Custom attributes Custom Service Block Customer summary for admins Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Deploy the tracking snippet Designer Designer Analytics Digital Resources Displaytitle Emergency Block Emergency Flags Examples of segments External Services Blocks Genesys Cloud CX Search filter Genesys Multicloud CX Private Edition Search filters Genesys Multicloud CX Search filters Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Get started with Internal Content Administration for Genesys Multicloud CX and buzzardbuzzard Get started with Predictive Engagement for Genesys Engage on-premisess Get started with Predictive Engagement for PureConnect Go To Block Gplus Adapter support for Service Client API Grammars & Bots HTTP REST Block Image tests Journey attributes Live Now Logic and Control Blocks Maintain action maps Mary WEM in Engage cloud hybrid article Media Resources Menu Block Menu Option Block Milestone Block Monitor a webhook's performance Operators Outcome probabilities Outcome scores for admins Overview Overview of actions Partitions Permissions and Access Play Message Block Predictive Routing Block Prepare a Genesys Cloud CX integration for use with a Predictive Engagement webhook Profile lookup with Adobe Experience Platform PureConnect Search filter Query VQs Block R--How Does GPR Score Agents? R--Routing Scenarios Using GPR Record Block Record Utterance block Reporting Blocks Return Block Route Agent Block Route an action map to a target Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Scenario: Spa booking integration Scenario:Use Internal Content Administration information to generate leads in Salesforce Searches performed for admins Segmentation Block Segments assigned for admins Send Chat Transcript Block Send Email Block Set the priority Set up Genesys Task Routing Set up Upgrade Strategies Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days Start Treatment Block Statistic Block Summary Survey Blocks Test CodPen TestStandalone Track page types across content areas Tracking snippet Transaction List Block Transfer Block Trigger an action map Troubleshoot webhooks Unknown users for admins Upload Data: Agent Profiles, Customer Profiles, and Datasets User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Validate Phone Number Block Variables Various tests Visitor Activity Visitor attributes Visitor journey attributes Voice Mail Block Web chats Web chats lifecycle Web tracking Webhooks in the Action Library Widget Bus API Overview

None (11) · Best practices (3) · How routing works (2) · Terminate Block (Digital) (2) · Terminate Call Block (2) · TOCTitle1 (2) · Explore the sample Designer application (2) · Branding (2) · Context statements (2) · Getting Started (2) · Private edition architecture diagrams (2) · How It Works pages (2) · Content offers (2) · IX Global Diagram Standards (2) · Linking (2) · Working with media files (2) · About the data we track (2)

Other values: ; About action maps About Architect flows About content offers Account: Configure Groups Account: User Management Action Library Action Map Performance Actions Activate/inactivate Activity Block Additional information Admin Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance Application Workflow Applications Apply to pages Assign Variables Block Automated Message Block Availability of analytics data Barb's Call Flow Diagrams 3/20 Blippiebblip Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Build action maps Build conditions Build segments Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Campaign attributes Cancel Callback V2 Change Language Block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Configuration options Custom attributes Custom Service Block Customer summary Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Deploy the tracking snippet Designer Designer Analytics Digital Resources Emergency Block Emergency Flags Engage Examples External Services Blocks Genesys Engage on-premisess Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Go To Block Grammars & Bots HTTP REST Block Image tests Journey attributes Live Now Logic and Control Blocks Maintain Manage Applications Manage user roles Mary WEM in Engage cloud hybrid article Media Resources Menu Block Menu Option Block Milestone Block Monitor Operators Outcome probabilities Outcome probability Outcome scores Overlays overlays Overview Partitions Permissions and Access Play Message Block Predictive Routing Block Prepare Genesys Cloud CX Prioritize Profile lookup with Adobe Experience Platform PureConnect Query VQs Block R--How Does GPR Score Agents? R--Routing Scenarios Using GPR Record Block Record Utterance block Reporting Blocks Return Block Route Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Scenario: Generate leads in Salesforce Scenario: Spa booking Searches performed Segmentation Block Segments assigned Send Chat Transcript Block Send Email Block Service Client API Set up Genesys Task Routing Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days Start Treatment Block Statistic Block Summary Survey Blocks TOCxtitle Track page types Tracking snippet Transaction List Block Transfer Block Trigger Troubleshoot Unknown users Upload Data: Agent Profiles, Customer Profiles, and Datasets User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Validate Phone Number Block Variables Visitor Activity Visitor attributes Visitor journey attributes Voice Mail Block Web chats Web chats lifecycle Web tracking Webhooks in the Action Library Widget Bus API Overview xxx xxx 88888 xxxx

None (197) · WebActions (1)

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) · Admin (3) · Administrator (87) · Agent (1) · ContentAreaDashboard (4) · Designer (3) · GPR (7) · GTR (3) · SiteDashboard (4) · Small (3) · Test (63) · WritersGuide (17)

None (193) · Agent Setup (1) · Designer (2) · WEM (1) · Workforce Management (1)

None (197) · CE01, CE19 (1)

None (198)