Drilldown: Article

None (8) · No (99) · Yes (7)

ATC (3) · DES (1) · Draft:AS (1) · Draft:ATC (1) · Draft:ContentAdmin (1) · Draft:GPR (23) · Draft:Mixed (10) · Draft:PE-GPR (2) · Draft:PEC-Admin (5) · Draft:PEC-Dev (14) · Draft:PEC-DevC (1) · Draft:PEC-IWD (14) · Draft:PEC-REP (1) · Draft:PEC-WFM (1) · Draft:SF (7) · Draft:Usecases (1) · Draft:WFM (3) · GASN (1) · Mixed (8) · PE-GPR (1) · PEC-DC (1) · PEC-IWD (13) · PEC-WFM (1)

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 (39) · No (72) · Yes (3)

None (82) · Administrator (27) · Administrator, Developer (2) · Administrator, Supervisor (1) · Supervisor (2)

Monitor work items and emails (2) · Prepare for Office 365 integration (2) · Search, display, manage, and update work items (2) · How Intelligent Workload Distribution works (2) · Deploy the URS Strategy Subroutines (2) · How IWD works (2) · System namespace (2) · TLS for Genesys Engage Servers (2) · Types of tracked data (2) · Configure IWD (2) · Roles and privileges for Workload Manager users (2) · Use Workload Manager (2) · Voice namespace (2) · View, edit, and create Categories and Rules (2) · View, edit, and create Endpoints (2) · View, edit, and create Genesys Multicloud CX Email boxes (2) · View, edit, and create Prioritization schemas (2) · View Summary (2) · Media namespace (2)

Other values: ; Activity History Agent Details Activity Report Agent namespace Agent Workspace / Workspace Web Edition (SIP) use case All About Voice All Use Cases Appendix: Supported Encodings Authentication (SSO) Billing Data Server (BDS) on premises Billing Data Service (BDS) on Mixed Mode Billing Data Service (BDS) on Mixed Mode with GVP standalone Building staffing for multiple activities Chat Bots Click-to-Dial Collaboration Configuration namespace Configuring SSO Create Service Channel customAttributes Database Maintenance Deploy Data Loader Developer Console Developer Sandbox Developing with the Service Client API Device icons (coming soon) Digital Email namespace Generalized Architecture Genesys Designer Genesys Multicloud CX APIs Genesys Voice Platform (GVP) Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) Historical Reporting / Genesys CX Insights How Does GPR Score Agents? How to handle a workitem Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Interaction namespace Migrating to Gplus Adapter (v9) Mixed Mode Overview Mixed Mode Suite Level Requirements Mixed Mode Use Cases Monitor predictor feature coverage Naming conventions Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting Performance Options Dialog Box R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Routing Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Story Points FAQ Strategy Subroutines Monitoring and Logging System Requirements, Pre-Requisites, and Planning Using Copy and Paste Format for Statistics Using the Developer Console View and set IWD global options Voice Bots Web Real-Time Communication (WebRTC) Agents use case WFM Configuration Objects WFM Policy Objects Workspace Web Edition with Genesys Digital Channels

None (5) · TLS (2) · Intelligent Workload Distribution (2) · Media namespace (2) · Prepare for Office 365 integration (2) · Roles and privileges for Workload Manager users (2) · Search, display, manage, and update work items (2) · System namespace (2) · Types of tracked data (2) · Deploy the URS Strategy Subroutines (2) · Use Workload Manager (2) · View Summary (2) · View, edit, and create Categories and Rules (2) · View, edit, and create Endpoints (2) · View, edit, and create Genesys Multicloud CX email boxes (2) · View, edit, and create Prioritization schemas (2) · Voice namespace (2) · How IWD works (2) · Monitor work items and emails (2) · Configure IWD (2)

Other values: ; Activity History Agent Details Activity Report Agent namespace Appendix: Supported Encodings Authentication BDS on Mixed Mode BDS on Mixed Mode with GVP BDS on prem Building staffing for multiple activities Chat Bots Click-to-Dial Collaboration Configuration namespace Configuring SSO Create Service Channel customAttributes Database Maintenance Deploy Data Loader Designer Developer Console Developing with the Service Client API Device icons (coming soon) Digital Digital Channels Email namespace General Architecture Gplus Adapter for Salesforce Lightning (v9) GPR Glossary Terms (Internal Use-Not for Publication) GVP Handling Personally Identifiable Information in Compliance with General Data Protection Regulation (EU) How Does GPR Score Agents? How to handle a workitem Inbound Install and Configure Predictive Routing Integrate with Genesys Routing Integrating Gplus Adapter Interaction namespace Migrating to Gplus Adapter (v9) Monitor predictor feature coverage Naming conventions Omnichannel Desktop Operations: Updating, Maintenance, Logging, Troubleshooting Overview Performance Options Dialog Box R—AI Core Services Monitoring and Logging R--Agent State Connector Monitoring and Logging R--Deploy Agent State Connector R--Deploy AI Core Services on a Single Host R--Deploy in High Availability Environments R--Deploying the Composer Subroutines R--Quick Start R--System Requirements and Interoperability Reporting Routing Routing Scenarios Using GPR R—Introduction to Key Third-Party Software R—Start and Stop All GPR Components Screen Pop Sizing Guide Strategy Subroutines Monitoring and Logging Suite Level Requirements System Requirements, Pre-Requisites, and Planning Use Cases Using Copy and Paste Format for Statistics View and set IWD global options Voice Voice Bots WebRTC agents WFM Configuration Objects WFM Policy Objects Workspace Web Edition

None · WebChat · Modules · ArchFlow · JourneyData · RealTime · Segments · Journey · sr · ContentOffers · WebMessaging · DevTracking · WebActions · Analytics · Outcomes · UtilityMethods · EventsMethods · ActionMaps · bots · Sessions

Other values: ; ADResponse ADResponses AgentDesktopHelm AuthenticationHelm BasicApp CX ContactHelm CallbackClickToCall CallbackHelm Compliance Cookies DesignerHelm Digital ChannelsHelm EmailHelm EventStreamHelm FormTrackAPI FreqCap GCXIHelm GIMHelm GPR Data Upload GPRAnalysis GPRDataUpload GVPHelm GWSHelm Genesys PulseHelm IWD Data MartHelm Intelligent Workload DistributionHelm InteractionServerHelm Journey Shaping Metrics OSHelp Outbound ReportingAnalyticsHelm Segments, Outcomes, ActionMaps TelemetryHelm UCSHelm UserComms VoiceHelm VoiceMicroservicesHelm WebChatService WebRTCHelm WebTrackingLimit api.session deploydigital email, digital initialization methods

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 (6) · Admin (6) · Administrator (39) · Agent (1) · AgentGuide (1) · Deployment (43) · Designer (1) · DevConsole (1) · Developer (1) · Help (1) · RPRT (1) · SCAPI (8) · SDK (3) · SupervisorHelp (2)

None (104) · Agent Setup, Platform Administration (2) · Agent Workspace (1) · Agent Workspace, Agent Setup (1) · Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI (1) · Agent Workspace, Designer, Pulse Reporting, Reporting GCXI (1) · Designer (1) · Reporting, Reporting GCXI (1) · Workforce Management (2)

None (112) · BO02, BO03 (2)

None (114)