Drilldown: Article

None (13) · No (145) · Yes (8)

Draft:GAWFM (60) · Draft:PEC-AD (34) · Draft:PEC-GPA (22) · PEC-AD (32) · PEC-GPA (18)

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 (54) · No (112)

None (64) · Administrator (22) · Administrator, Agent (2) · Administrator, Agent, Supervisor (4) · Agent (16) · Agent, Supervisor (56) · Supervisor (2)

Getting started (4) · Agent Assist tab (4) · Click-to-Dial (4) · Installation and Windows Permissions (4) · Gplus Adapter for Salesforce (v9) (4) · Activity History (4)

Other values: ; 'Multiple Adapters' About Gplus Adapter for Salesforce About Workspace Web Edition 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 Agent Workspace (v9) 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 Channels and the Channels tab Chat Client Configuration Co-browse sessions Configuration Server Connection Configuring and Using General Features Configuring SSO Contacts and interactions Email Event Attribute Determiners Facebook Chat Generating the Private-Public Key Pair Genesys Predictive Engagement Chat Interaction Gplus Adapter for Salesforce - Agent Workspace option Gplus Adapter support for Service Client API Historical Reports How Agent Workspace works How Gplus Adapter for Salesforce works Included Files Initial Startup Test Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating Gplus Adapter Private Edition in Lightning Interaction history views Internal interactions Java Virtual Machine Knowledge tab License File Lightning Experience Log Files Logging Configuration Logging, FTP and Report Directories Logging, FTP, and Report Directories Managing Accessibility for Agent Workspace Managing Windows Service: prunmgr Application Media and Reports Messaging Migrating to Gplus Adapter (v9) Navigating Agent Workspace NICE-IEX Historical Reports & Real-time Adherence Non-Campaign Outbound Calls Outbound campaigns 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 Real-time Adherence Reconnects Recovery Related interactions Restarts Schedule Callback Screen Pop Screen Pops Secure File Transfer Problems Server Configuration Setting up Secure File Transfer SMS Chat Solution Control Server Integration Staff Group Logs Standard responses Supervising agents Team Communicator Teleopti Historical Reports & Real-time Adherence test Test unstructured test2 Testsubtopic The Contact Directory and contact management Threshold Time Format Time Zone IDs Troubleshooting Gplus Adapter Integration with Salesforce Twitter Chat Verint Historical Reports & Real-time Adherence Videos: Using Workspace Voice Calls WhatsApp Chat Windows Installation Script Workbins Working with Gplus Adapter for Salesforce Workitems

None (5) · Click-to-Dial (4) · Activity History (4) · Gplus Adapter for Salesforce (v9) (4) · Getting started (4) · Overview (3) · Installation and Windows Permissions (3)

Other values: ; 'Multiple Adapters' Accessibility for Agent Workspace Add an Adapter Instance Add an Adapter Instance to Configuration Server Adding a Place Group Adding Annex Data Adding Servers Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Workspace (v9) Aspect Aspect Only: Adding Agents to a Data Group AWS Credentials - S3 Bucket Calls Channels and the Channels tab Chat Client Configuration Co-browse sessions Configuration Server Connection Configuring and Using General Features Configuring SSO Contacts and interactions Email Event Attributes Determiners Facebook Chat Generating the Private-Public Key Pair Genesys Predictive Engagement Gplus Adapter for Salesforce - Agent Workspace option Gplus Adapter SF Historical Reports How Agent Workspace works Included Files Initial Startup Test Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Interaction history views Internal interactions Java Virtual Machine Knowledge tab License File Lightning Experience Log Files Logging Configuration Logging, FTP and Report Directories Logging, FTP, and Report Directories Managing Windows Service: prunmgr Application Media & Reports Messaging Migrating to Gplus Adapter (v9) Navigating Agent Workspace NICE-IEX Non-Campaign Outbound Calls Outbound campaigns Predictive & Progressive Campaigns Predictive & Progressive with ASM Preview & Push Preview Campaigns Private Edition Real-Time Adherance Real-Time Adherence Reconnects Recovery Related interactions Required Permissions Restarts RTA Schedule a callback Screen Pop Screen Pops Secure File Transfer Problems Server Configuration Service Client API SMS Chat Solution Control Server Integration Standard responses Supervising agents Team Communicator Teleopti test test2 Testsubtopic The Contact Directory and contact management Threshold Time Format Time Zone IDs Troubleshooting Twitter Chat Verint Videos: Using Workspace WhatsApp Chat Windows Installation Script Workbins Working with Gplus Adapter Workitems

None (160) · ADResponse (4) · ADResponses (2)

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 (7) · Administrator (23) · Agent (70) · AspectDeployment (4) · Deployment (50) · GPAPEGuide (1) · IEXDeployment (5) · Supervisor (2) · WWEAgent (2) · WWEPEGuide (2)

None (160) · Agent Workspace (2) · Agent Workspace, Agent Setup (2) · Agent Workspace, Agent Setup, Designer, Outbound (2)

None (164) · CE16, CE18, CE19, CE27, CE29 (2)

None (163) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (3)