Drilldown: Article

None (2) · No (174) · Yes (8)

Draft:PEC-AD (34) · Draft:PEC-OU (63) · PEC-AD (32) · PEC-OU (55)

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

No · None · Yes · Other

None (58) · Administrator (60) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (4) · Agent (2) · Agent, Supervisor (56) · Supervisor (2)

Agent Assist tab (4)

Other values: ; About Workspace Web Edition Account Manager Advanced Input - Preprocessing Agent Workspace (v9) Apply Treatments Assign Weights to Contact Lists Call Result Record Dashboard Campaign Group Event Record Dashboard Campaigns Channels and the Channels tab Chat Co-browse sessions Compliance Compliance Tools Configure a Dashboard Configure a Dashboard Row Contact History Record Dashboard Contact List Formats, Fields, and Tables Contacts and interactions Create / Edit a Schedule Create a Campaign Group Create a Campaign Template Create a Data Mapping Schema Create a Dialing Profile Create an Analytics Dashboard Panel Create an Email Template Create an SMS Template Create and Manage Caller ID Sets Create and Manage List Automation Tasks Create and Manage List Rules Create and Manage Trigger Rules Create and Manage User-defined Field Labels CX Contact Analytics CX Contact Channels CX Contact Help Define the Calling Window (Time Constraints) Delivery and Retry Options Device Escalation Device Import Detail Report Dashboard Dialing Modes and IVR Modes Email Enterprise Manager Facebook Chat Filters Genesys Predictive Engagement Chat Interaction Getting started Getting Started with CX Contact How Agent Workspace works How Outbound works Import / Export a Dashboard and Panels Import Specification Files Import, Export, and Manage Contact Lists Interaction history views Internal interactions Job Record Dashboard Knowledge tab Lists Manage Consent Lists Manage Suppression Lists Managing Accessibility for Agent Workspace Messaging Multi-channel Campaigns Navigating Agent Workspace Outbound campaigns Pacing and Optimization Partition-based Access Controls Preloading Record Dashboard Related interactions Role-based Access Controls Schedule Callback Schedules SCXML-based Treatments Search for and Manage Contacts Settings SMS Chat SMS/Email Conversations Dashboard SMS/EMAIL Record Dashboard Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Standard responses Supervising agents Team Communicator The Contact Directory and contact management Time Zone Assignment Twitter Chat User Actions Dashboard Videos: Using Workspace View Campaign Statistics Voice Calls WhatsApp Chat Workbins Workitems

None (4) · Getting started (4)

Other values: ; Accessibility for Agent Workspace Account Manager Advanced Input - Preprocessing Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Workspace (v9) Apply Treatments Assign Weights to Contact Lists Call Result Record Dashboard Calls Campaign Group Event Record Dashboard Campaigns Channels and the Channels tab Chat Co-browse sessions Compliance Compliance Tools Configure a Dashboard Configure a Dashboard Row Contact History Record Dashboard Contact List Formats, Fields, and Tables Contacts and interactions Create / Edit a Schedule Create a Campaign Group Create a Campaign Template Create a Data Mapping Schema Create a Dialing Profile Create an Analytics Dashboard Panel Create an Email Template Create an SMS Template Create and Manage Caller ID Sets Create and Manage List Automation Tasks Create and Manage List Rules Create and Manage Trigger Rules Create and Manage User-defined Field Labels CX Contact Analytics CX Contact Channels CX Contact Help Define the Calling Window (Time Constraints) Delivery and Retry Options Device Escalation Device Import Detail Report Dashboard Dialing Modes and IVR Modes Email Enterprise Manager Facebook Chat Filters Genesys Predictive Engagement How Agent Workspace works Import / Export a Dashboard and Panels Import Specification Files Import, Export, and Manage Contact Lists Interaction history views Internal interactions Job Record Dashboard Knowledge tab Lists Manage Consent Lists Manage Suppression Lists Messaging Multi-channel Campaigns Navigating Agent Workspace Outbound campaigns Pacing and Optimization Partition-based Access Controls Preloading Record Dashboard Related interactions Role-based Access Controls Schedule a callback Schedules SCXML-based Treatments Search for and Manage Contacts Settings SMS Chat SMS/Email Conversations Dashboard SMS/EMAIL Record Dashboard Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Standard responses Supervising agents Team Communicator The Contact Directory and contact management Time Zone Assignment Twitter Chat User Actions Dashboard Videos: Using Workspace View Campaign Statistics WhatsApp Chat Workbins Workitems

None (178) · 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 (8) · Administrator (7) · Agent (58) · CXContact (107) · Supervisor (2) · WWEPEGuide (2)

None (118) · Agent Workspace (2) · Agent Workspace, Agent Setup, Designer, Outbound (2) · CX Contact (62)

None (180) · CE01 (2) · CE16, CE18, CE19, CE27, CE29 (2)

None (182) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (2)