Drilldown: Article

None (7) · No (153)

Draft:PEC-REP · PEC-REP · Draft:PEC-WFM · PEC-WFM · Draft:ATC · Draft:PEC-GSM · ATC · Draft:WID · Draft:ContentAdmin · Draft:DES · DES · Draft:PEC-AS · Draft:PEC-ROU · Draft:PEC-Developer · Draft:PEC-REC · Draft:PEC-OU · Draft:PrivateEdition · Draft:GAWFM · PEC-OU · Draft:ReleaseNotes

Other values: ; &single AUTH Blueprints ContentAdmin DC Developer Docker Documentation:PEC-REP Draft:AS Draft:AUTH Draft:AppStudio Draft:BDS Draft:Blueprints Draft:CC-SelfHelp Draft:CSDT Draft:CustomerCare Draft:DC Draft:Developer Draft:Docker Draft:FieldSupport Draft:GAA Draft:GAM Draft:GAMD Draft:GASL Draft:GASN Draft:GDE Draft:GDL Draft:GPR Draft:GPWFM Draft:GVP Draft:GWS Draft:GenesysEngageMulticloud Draft:HCA Draft:IXN Draft:Mixed Draft:PE-GPR Draft:PEC-AD Draft:PEC-Admin Draft:PEC-Agent Draft:PEC-CAB Draft:PEC-CDDS Draft:PEC-COB Draft:PEC-Chat Draft:PEC-DC Draft:PEC-Dev Draft:PEC-DevC Draft:PEC-ES Draft:PEC-Email Draft:PEC-GPA Draft:PEC-GS Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-PA Draft:PEC-SF Draft:PEC-Super Draft:PEC-VM Draft:PEC-Voice Draft:PEC-test Draft:PEP-DC Draft:POR Draft:ProductSupport Draft:QNA Draft:RN Draft:ROU Draft:SF Draft:STRMS Draft:Sizing Draft:Solution Draft:System Draft:TLM Draft:UCS Draft:UCSales Draft:UDM Draft:Usecases Draft:VM Draft:WFM Draft:WebRTC GAA GAM GAMD GASL GASN GDE GDL GVP GWS GenesysEngageMulticloud IXN Mixed PE-GPR PEC-AD PEC-AS PEC-Admin PEC-Agent PEC-CAB PEC-CDDS PEC-COB PEC-Chat PEC-DC PEC-Developer PEC-ES PEC-Email PEC-GPA PEC-GS PEC-IVR PEC-IWD PEC-PA PEC-REC PEC-ROU PEC-Super PEC-VM PEC-Voice PrivateEdition QNA RN ROU ReleaseNotes STRMS Solution System TLM TestSOW UCS UCSales UDM UseCases User:Jdruker User:Jose.druker@genesys.com User:Jumunn User:Marudhu.pandian@genesys.com User:Tgilchri VM WID WebRTC

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 (13) · No (147)

None (27) · Administrator (1) · Administrator, Developer (2) · Administrator, Supervisor (111) · Supervisor (19)

Agent Details Activity Report (3) · Agent Statistics (2) · Weekly Business Attribute Dashboard (2) · Campaign Statistics (2) · Agent State Details Report (2) · Template function library (2) · Bot Analytical Dashboard (2) · Weekly Agent Group Performance Dashboard (2) · Agent Login-Logout Details Report (2) · Weekly Agent Group Utilization Dashboard (2) · Weekly Queue Summary Dashboard (2) · Final Disposition Dashboard (2) · Agent Group Membership Details Report (2) · eServices statistics (2) · Weekly Self Service Containment Dashboard (2) · Queue statistics (2)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Activity Summary Report Add a Widget Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports ANI Details Dashboard ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboard and Wallboard Examples Dashboards Designer reports Details reports Display External Content Email reports ETL Audit Dashboard Exporting data Generate historical reports Genesys Pulse Accessibility Genesys Pulse User Preferences How can I use templates to simplify widget creation? How do I use formulas to customize reports? Import/Export Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Manage Report Templates Milestone Path Analysis Dashboard Milestone Summary Report Outbound Contact reports Outbound Email Report Popular Reports Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Pulse Manage Agents Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Real-time Reporting with Genesys Pulse Report Descriptions Report Formulas Resource Performance Dashboard Resource Performance Report Self-Service Statistics Report Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Statistic Properties Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Transfer Dashboard Transfer Detail Report Widget Errors Widget Management Widget Types Work with projects Work with reports Working with Dashboards and Wallboards

None (14) · Agent Details Activity Report (3) · Agent Login-Logout Details Report (2) · Final Disposition Dashboard (2) · Campaign Statistics (2) · Bot Analytical Dashboard (2) · Queue statistics (2) · Agent Statistics (2) · Agent State Details Report (2) · eServices statistics (2) · Template function library (2) · Agent Group Membership Details Report (2)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Activity Summary Report Add a Widget Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboard and Wallboard Examples Dashboards Dashboards and Wallboards Designer reports Details reports Display External Content Email reports ETL Audit Dashboard Exporting data GCXI project Generate historical reports Genesys Pulse Accessibility Genesys Pulse User Preferences How can I use templates to simplify widget creation? How do I use formulas to customize reports? Import/Export Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Manage Report Templates Milestone Summary Report Outbound Contact reports Outbound Email Report Popular Reports Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Real-time Reporting with Genesys Pulse Report Descriptions Report Formulas Resource Performance Dashboard Resource Performance Report Self-Service Statistics Report Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Statistic Properties Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Transfer Detail Report Widget Errors Widget Management Widget Types Work with reports

None (153) · RealTime (7)

None (1) · Reporting (159)

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 (27) · Pulse Reporting (21) · Pulse Reporting, Reporting GCXI (2) · Reporting Administration GCXI, Reporting GCXI (1) · Reporting GCXI (11) · Reporting, Reporting GCXI (98)

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None (160)