Drilldown: Article

None (38) · No (192) · Yes (3)

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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 (47) · No (169) · Yes (17)

None (136) · Administrator (95) · Administrator, Agent, Supervisor (1) · Supervisor (1)

Templates (3) · Supervisor options (3) · Agent Groups (3) · Single Sign-On (3) · Statistics options (3) · Bulk Import (3) · Working with TOCs (3) · Channel options (3) · Transactions (3)

Other values: ; About action maps About Architect flows About content offers About the data we track Access Groups Acrolinx test Action Library Action Map Performance Activate/inactivate Add and manage Caller ID Add Genesys Multicloud CX Applications to the system Add Genesys Multicloud CX user roles to the system Additional information for admins Agent accounts Agent and Agent Group Annex Agent and contact center statistics Agent Setup Agent Workspace settings Apply an action map to specific webpages Audit Availability of analytics data Barb's Call Flow Diagrams 3/20 Best practices for action maps Best practices for outcomes Best practices for segments Blippie Blob Storage Build an action map Build conditions Build segments Business attributes Campaign attributes Capacity rules Case and toast data Chat channel options Chat options Configuration options Configure global login Configure outcome probability Configure user engagement Contact Center Settings Contact options Contacts Content offers Context statements Create and manage agent groups Create and manage agents Create and manage custom agent states CRM Adapter Custom attributes Customer summary for admins Deploy the tracking snippet Desktop Options Desktop Statistics Desktop Views options Displaytitle DisplayTitle1 Dispositions DNs Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable external URLs Enable feedback Examples of segments Export agent accounts Facebook channel options Facebook options Feedback options Genesys Cloud CX Search filter Genesys Cloud CX, Genesys Multicloud CX, and Genesys Engage branding Genesys Multicloud CX Private Edition Search filters Genesys Multicloud CX Search filters Genesys Softphone Genesys Softphone options Get started with Internal Content Administration for Genesys Multicloud CX and buzzardbuzzard Get started with Predictive Engagement for Genesys Engage on-premisess Get started with Predictive Engagement for PureConnect Getting started Global favorites Global Login options Gplus Adapter for Salesforce options Gplus Adapter support for Service Client API How Agent Setup works How It Works pages Image tests Interaction history advanced search Interaction History Advanced Search options IX Global Diagram Standards Journey attributes Linking Live Now Maintain action maps Manage agents and other users Manage Email Addresses Mary WEM in Engage cloud hybrid article Monitor a webhook's performance My Channels options Operators Outbound channel options Outbound options Outcome probabilities Outcome scores for admins Overview Overview of actions Platform administration Prepare a Genesys Cloud CX integration for use with a Predictive Engagement webhook Private edition architecture diagrams Profile lookup with Adobe Experience Platform Public and private keys PureConnect Search filter Recording options Roles Route an action map to a target Routing Routing Manager Scenario: Onboarding agents and supervisors Scenario: Spa booking integration Scenario:Use Internal Content Administration information to generate leads in Salesforce Searches performed for admins Segments assigned for admins Service Client options Set the priority Set up Upgrade Strategies Sharing Business Attributes in Agent Setup Standard Response Library options Standard Response options Standard responses Test CodPen TestStandalone Track page types across content areas Tracking snippet Trigger an action map Troubleshoot webhooks Twitter channel options Twitter options Unknown users for admins Various tests View audit trail Visitor Activity Visitor attributes Visitor journey attributes Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup Web chats Web chats lifecycle Web tracking Webhooks in the Action Library Widget Bus API Overview Working with Global Favorites Working with media files Workitem channel options Workitem options

None (13) · Templates (3) · Channel options (3) · Bulk Import (3) · Single Sign-On (3) · Agent Groups (3) · Statistics options (3) · Supervisor options (3) · Best practices (3) · Transactions (3)

Other values: ; About action maps About Architect flows About content offers About the data we track Access Groups Action Library Action Map Performance Actions Activate/inactivate Additional information Agent accounts Agent and contact center statistics Agent Annex Agent Setup Agent Workspace settings Apply to pages Audit Availability of analytics data Barb's Call Flow Diagrams 3/20 Blippiebblip Blob Storage Branding Build action maps Build conditions Build segments Business attributes Caller ID Campaign attributes Capacity rules Case and toast data Chat channel options Chat options Configuration options Configure global login Contact Center Settings Contact options Contacts Content offers Context statements Create and manage agent groups Create and manage agents Create custom agent states CRM Adapter Custom attributes Customer summary Deploy the tracking snippet Desktop Options Desktop Statistics Desktop Views options Dispositions DNs Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable external URLs Enable feedback Engage Examples Export agent accounts Facebook channel options Facebook options Feedback options Genesys Engage on-premisess Genesys Softphone Genesys Softphone options Getting started Global favorites Global Login options Gplus Salesforce options How It Works pages Image tests Interaction history advanced search Interaction History Advanced Search options IX Global Diagram Standards Journey attributes Linking Live Now Maintain Manage agents Manage Applications Manage Email Addresses Manage user roles Mary WEM in Engage cloud hybrid article Monitor My Channels options Operators Outbound channel options Outbound options Outcome probabilities Outcome probability Outcome scores Overlays overlays Overview Platform administration Prepare Genesys Cloud CX Prioritize Private edition architecture diagrams Profile lookup with Adobe Experience Platform Public and private keys PureConnect Recording options Roles Route Routing Routing Manager Scenario: Generate leads in Salesforce Scenario: Onboarding new agents Scenario: Spa booking Searches performed Segments assigned Service Client API Service Client options Sharing Business Attributes in Agent Setup Standard Response Library options Standard Response options Standard responses TOCTitle1 TOCxtitle Track page types Tracking snippet Trigger Troubleshoot Twitter channel options Twitter options Unknown users View audit trail Visitor Activity Visitor attributes Visitor journey attributes Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup Web chats Web chats lifecycle Web tracking Webhooks in the Action Library Widget Bus API Overview Working with Global Favorites Working with media files Workitem channel options Workitem options xxx xxx 88888 xxxx

None (228) · Journey (4) · WebActions (1)

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 (3) · Admin (3) · Agent (1) · ContentAreaDashboard (4) · ManageCC (96) · SiteDashboard (4) · Small (3) · Source (39) · Test (63) · WritersGuide (17)

None (140) · Agent Setup (75) · Agent Setup, Agent Workspace (2) · Agent Setup, Designer, Platform Administration (2) · Agent Workspace, Agent Setup (2) · Platform Administration (10) · WEM (1) · Workforce Management (1)

None (232) · CE01, CE19 (1)

None (233)