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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 (52) · No (335) · Yes (13)

None (135) · Administrator (256) · Administrator, Developer (6) · Adminstrator (2) · Developer (1)

None (22) · Before you begin (6) · Enable a tenant for Digital Channels (4) · Pre-configure tenant objects (4) · Deploy Designer (4) · Architecture (4) · Deploy Digital Channels using Docker Compose (4) · Provisioning overview (4) · Provision API keys (4) · High availability and disaster recovery (4) · Manage standard responses (3) · Logging (3) · Manage custom variables (3) · Manage field codes (3) · Manage personally identifiable information (3)

Other values: ; About AI Connector About application resources About Designer About Digital Channels About Digital Channels Admin Activity Block Adding a menu Adding a prompt Admin Resources Application Details Application phases Application resources Application Settings Application workflow Applications Assign Variables Block Automated Message Block Best practices Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Bots Dashboard Business Control Dashboard Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Change Persona block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Configure Agent UI Configure Agent UI - Obsolete Configure AI Connector Configure Designer Configure Digital Channels Create Service Channel Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Data Tables Dashboard Debug Block Default Routing in Designer Deploy Deploy Designer (versions prior to v9010005) Deploy Designer (versions v9010005 and above) Deploy Designer (versions v9012214 and above) Deploy Digital Channels Deploy Digital Channels in Kubernetes Deployment overview Designer Analytics Designer Hardware Sizing Calculator Designer MicroApps Designer on AKS Designer on GKE Designer on OpenShift Designer Store Digital Channels in Designer Digital Resources Divisions Durations ECMAScript Expressions Emergency Block Emergency Flags Enable optional features Enabling retries External Services External Services Blocks Features and limitations File size limitations Genesys Multicloud CX Email Genesys Widgets: Close the chat when an agent disconnects Get Chat Transcript Block Getting started with Advanced Chat Getting Started with Designer Go To Block Heatmap How Digital Channels works HTTP REST Block Identification & Verification Inputs Integrate with Genesys Hub Intelligent prompts Learn about Digital Channels Logic and Control Blocks Manage AI Integrations Manage API keys Manage SMS Keywords Media Collections Menu Block Menu Option Block Metrics Milestone Block Naming conventions Part 1: Adding a prompt Partition-Based Access Control Path Permissions and Access Persistent Chat across Different Domains Personas Platform / Configuration Server and GWS settings for Designer Play Message Block Predictive Routing Block Preventing unintended looping Provision Digital Channels Provision SMS Query VQs Block Quick links Quick links to Designer topics Record Block Record Utterance Block Reporting Blocks Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Routing Blocks Sankey Path Analysis Saving and Publishing Your Application Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Session Detail Record (SDR) Fields Reference Session Detail Records Set up Facebook and Twitter Set up SMS Set up WhatsApp Setting up Integration for Inbound and Outbound SMS Setting up Integration for Outbound Email Campaigns Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application Special Day Block Special Days Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Supported Languages Survey Blocks Surveys System Application Dispositions Tenant Settings Terminate Block (Digital) Terminate Call Block Test Transaction List Block Transfer Block Troubleshoot External API Calls or Service Requests from Designer Troubleshooting Upgrade notes Upgrade, roll back, or uninstall Designer Upgrade, roll back, or uninstall Digital Channels Upgrade, rollback, or uninstall Digital Channels User Input Block User Interaction Blocks Using bots in Designer Using Dialogflow CX bots in Designer Using recorded audio Using the blocks Using variables Validate Phone Number Block Variables Voice Mail Block

None (98) · Manage PII (3) · Manage standard responses (3) · Manage field codes (3)

Other values: ; About Admin resources About application resources About Business Controls About Business Controls blocks About Callback blocks About Data blocks About External Services blocks About Logic and Control Blocks About Reporting blocks About Routing blocks About Survey blocks About User Interaction blocks Activity Block Adding a menu Adding a prompt Application Details Application phases Application resources Application settings Application workflow (builds and streams) Assign Variables Block Automated Message Block Best practices Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Bots Dashboard Business Control Dashboard Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Change Persona block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Configure Agent UI Configure Designer Create Service Channel Custom Service Block Dashboard management Data Tables Data Tables Block Data Tables Dashboard Debug Block Default Routing in Designer Deploy Designer Deploy Designer (versions prior to v9010005) Deploy Designer (versions v9010005 and above) Deploy Designer (versions v9012214 and above) Deploy in Kubernetes Deploy using Docker Compose Designer Analytics Designer MicroApps Designer on AKS Designer on GKE Designer on OpenShift Designer Store Digital Channels Divisions Durations Emergency Block Emergency Flags Enable optional features Enabling retries External Services Features and limitations File size limitations Genesys Multicloud CX Email Get Chat Transcript Block Getting started with Advanced Chat Go To Block Heatmap How Digital Channels works HTTP REST Block Identification & Verification Inputs Integrate with Genesys Hub Intelligent prompts Managing applications Managing Digital Resources Media collections Menu Block Menu Option Block Milestone Block Naming conventions Part 1: Adding a prompt Partition-Based Access Control Path Permissions and Access Personas Platform / Configuration Server and GWS settings for Designer Play Message Block Predictive Routing Block Preventing unintended looping Provision SMS Query VQs Block Quick links Record Block Record Utterance Block Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Sankey Path Analysis Saving and Publishing Your Application Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Session Detail Record (SDR) Fields Reference Session Detail Records Set up Facebook and Twitter Set up SMS Set up WhatsApp Setting up Integration for Inbound and Outbound SMS Setting up Integration for Outbound Email Campaigns Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application Special Day Block Special Days Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Supported languages Surveys System Application Dispositions Terminate Block (Digital) Terminate Call Block Transaction List Block Transfer Block Troubleshooting Upgrade notes Upgrade, rollback, or uninstall User Input Block Using bots in Designer Using Dialogflow CX bots Using ECMAScript in Designer Using recorded audio Using the blocks Using variables Validate Phone Number Block Variables Voice Mail Block

None (375) · BasicApp (5) · bots (5) · deploydigital (4) · email, digital (2) · sr (9)

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 (10) · Administrator (24) · DCPEGuide (43) · Deployment (29) · Designer (257) · DESPEGuide (29) · Developer (2) · Developers (6)

None (151) · Agent Setup, Agent Workspace, Digital Channels (2) · Agent Workspace, Agent Setup (4) · Agent Workspace, Agent Setup, Digital Channels (2) · Designer (241)

None (400)

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