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Other values: ; &single Draft:ContentAdmin Draft:DES Draft:GAA Draft:GAWFM Draft:PE-GPR Draft:PEC-AD Draft:PEC-AS Draft:PEC-CAB Draft:PEC-CDDS Draft:PEC-Chat Draft:PEC-DC Draft:PEC-Dev Draft:PEC-DevC Draft:PEC-Email Draft:PEC-GPA Draft:PEC-GS Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-REC Draft:PEC-ROU Draft:PEC-SF Draft:PEC-VM Draft:PEC-Voice Draft:QNA Draft:Usecases PE-GPR PEC-AD PEC-AS PEC-CAB PEC-CDDS PEC-Chat PEC-DC PEC-Email PEC-GPA PEC-GS PEC-IVR PEC-IWD PEC-OU PEC-REC PEC-REP PEC-ROU PEC-VM PEC-Voice UseCases User:Jumunn User:Tgilchri

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 (133) · No (142) · Yes (2)

None (187) · Administrator (21) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (16) · Administrator, Developer (18) · Administrator, Developer, Supervisor (4) · Agent, Supervisor (4) · Developer (21)

Genesys Co-browse DOM Restrictions Editor (3) · Genesys Co-browse Localization (3)

Other values: ; 3rd Party and Open Source Software Used Accessibility Action map performance Administrator Tasks Agent Adherence Report Metrics and End Notes Agent Details Activity Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Membership Details Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Login-Logout Details 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 State Details 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 All Use Cases Application Duration Report Application Summary Report Base Images Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Can I customize CX Insights reports? Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configure widgets and services Contact Center Dashboard Contact Center Performance Report Metrics Contact List Effectiveness Report Cookies Customer Perspective Report Customer Service Automation Solution Guide (Genesys Multicloud CX) Customize appearance Dashboards Deploying Widgets Designer reports Details reports Developer Console Developer Sandbox Digital Channels in Designer Dimension tables Docker Compose Docker Hub Email reports Enabling Wait-lists Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide Fact tables FAQs for agents Forecasting Gamification Solution Guide Genesys Base Cases for Genesys Multicloud CX Genesys Co-browse JavaScript API Genesys Co-browse Realtime API (CometD and REST) Genesys Co-browse sessions Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX APIs Genesys Multicloud CX Platform Availability FAQs Genesys Predictive Engagement - Salesforce Lightning integration Genesys Predictive Engagement Administrator FAQs Genesys Predictive Engagement Agent FAQs Genesys Predictive Engagement for Genesys Cloud CX Solution Guide Genesys Predictive Engagement Glossary Genesys Predictive Engagement overview Genesys Predictive Engagement resources for developers Genesys Predictive Engagement with advanced chat routing Genesys Skills Management API Guide Genesys Softphone for Agents and Supervisors Genesys Widgets Genesys Widgets deployment guide Genesys Widgets overview Genesys Widgets Reference Getting Started Getting Started with CX Contact Historical Reporting / Genesys CX Insights How Agent Setup works How Agent Workspace works How Callback works How Chat works How Cloud Data Download Service works How Co-browse works How Digital Channels works How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? How Email works How Genesys Softphone works How Gplus Adapter for Salesforce works How Intelligent Workload Distribution works How IVR works How Outbound works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How Reporting works How Routing works How to create a chatbot How Voice works How Widgets works How Workforce Management works Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integrating Gplus Adapter in Lightning Integration with Genesys Widgets 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 Journey history data retention period change Knowledge Search Service - Quick start guide Localize widgets and services Managing Accessibility for Agent Workspace Managing Overtime Microsoft Teams integration with Genesys Multicloud CX Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer nGAGEMENT overview nGAGEMENT permissions nGAGEMENT system requirements Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Outcome limitation change Overlays Primer Performance DNA Moodle Integration Setup Guide 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 Prepare widgets for Genesys Predictive Engagement Prerequisites for Genesys Engage on-premisess Deployments Prerequisites for Genesys Multicloud CX Deployments Provisioning Genesys Multicloud CX Hybrid Integrations PureConnect Outbound Solution Guide (Interaction Dialer) Query examples Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Required Genesys Cloud CX domains Rich Media Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Story Points FAQ Supervisor Dashboard Supported browsers Survey Answer Report Survey Statistics Report Task Routing dashboards Task Volume Dashboard test2 Testing purposes only TestStandalone Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using Predictive Engagement in Genesys Multicloud CX Using WFM Task Sequences Voicemail for agents and supervisors WebChat Widget WFM Metrics WFM Primers WFM Web Content Accessibility What historical reports are available in Genesys CX Insights? Which version am I using? Workforce Management Workforce Management ETL Database Reference Workforce Management Product Alerts

None (35) · Getting Started (4) · Genesys Co-browse DOM Restrictions Editor (3) · Genesys Co-browse Localization (3)

Other values: ; Accessibility Accessibility for Agent Workspace Action map performance Administrator Tasks Agent Adherence Report Metrics and End Notes Agent Details Activity Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Membership Details Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Login-Logout Details 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 State Details 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 Application Duration Report Application Summary Report AutoSolutions Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Callback Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Can I customize CX Insights reports? Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Co-browse Detail Report Co-browse reports Co-browse Summary Report Configure widgets and services Contact Center Dashboard Contact Center Performance Report Metrics Contact List Effectiveness Report Cookies createchatbot Customer Perspective Report Customize appearance Dashboards Deploying Widgets Designer reports Details reports Developer Console Digital Channels Dimension tables Email Email reports Enabling Wait-lists Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide Fact tables Forecasting Gamification Solution Guide Genesys Co-browse JavaScript API Genesys Co-browse Realtime API (CometD and REST) Genesys Co-browse sessions Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX Prerequisites Genesys Predictive Engagement for Genesys Cloud CX Solution Guide Genesys Predictive Engagement in Genesys Engage on-premises Genesys Predictive Engagement overview Genesys Predictive Engagement with advanced chat routing Genesys Skills Management API Guide Genesys Widgets Genesys Widgets deployment guide Genesys Widgets overview Genesys Widgets Reference Gplus Adapter SF How Agent Workspace works How Chat works How Digital Channels works How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? How Genesys Softphone works How IVR works How IWD works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How reporting works How routing works How voice works How Widgets works How Workforce Management works Integrating Gplus Adapter in Lightning Integration with Genesys Widgets Interaction Dialer 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 Knowledge Search Service Localize widgets and services Managing Overtime Microsoft Teams integration Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer nGAGEMENT overview nGAGEMENT permissions Outbound Contact reports Outbound Quick Start: Load a New Sub-campaign and Make a Call Overlays Primer Performance DNA Moodle Integration Setup Guide 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 Prepare widgets for Genesys Predictive Engagement Prerquisites Provisioning Query examples Queue Dashboard Queue Outline Report Queue Summary Report Queues reports Reporting Required Genesys Cloud CX domains Rich Media Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Supervisor Dashboard Supported browsers Survey Answer Report Survey Statistics Report System requirements Task Routing dashboards Task Volume Dashboard test2 Testing purposes only Third party Time Off Primer Time-Off Bidding Transfer Detail Report User Security Using E-mail Notifications in WFM Using Predictive Engagement in Genesys Multicloud CX Using WFM Task Sequences Voicemail for agents and supervisors WebChat Widget WFM Metrics WFM Primers WFM Web Content Accessibility What historical reports are available in Genesys CX Insights? Workforce Management Workforce Management ETL Database Reference

None (270) · bots (2) · OSHelp (1) · Outbound (2) · WebChat (2)

None (5) · Agent folder (1) · Agent Setup (2) · Agent Workspace (4) · Callback (2) · Chat (2) · Cloud Data Download Service (2) · Co-Browse (15) · Designer (1) · Digital Channels (2) · Email (2) · Genesys Agent Assist (1) · Genesys Docker Documentation (3) · Genesys Predictive Engagement (27) · Genesys Predictive Routing (2) · Genesys Recording, Quality Management, and Speech Analytics (2) · Genesys Skills Management (3) · Genesys Softphone (4) · Genesys Use Cases (1) · Gplus Adapter for Salesforce (2) · Gplus Adapter for WFM (1) · Intelligent Workload Distribution (2) · Internal Content Administration (1) · IVR Administration (2) · nGAGEMENT (7) · NOPRODUCT (2) · Outbound (CX Contact) (5) · QnA Service (1) · Reporting (112) · Routing and Designer (2) · Solutions (19) · Success Factors for Genesys Multicloud CX (1) · Voice (2) · Voicemail (2) · Widgets (26) · Workforce Management (9)

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 (232) · Agent Setup (2) · Agent Setup, Cloud Data Download Service (2) · Agent Workspace (5) · Agent Workspace, Agent Setup (2) · Agent Workspace, Agent Setup, Designer (4) · Agent Workspace, Agent Setup, Designer, Outbound (2) · Agent Workspace, Agent Setup, Digital Channels (2) · Agent Workspace, Agent Setup, Intelligent Workload Distribution (2) · Agent Workspace, Platform Administration (2) · Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI (2) · CX Contact (2) · Designer (3) · Designer, Platform Administration (2) · GPR Core Platform (2) · IVR Administration (2) · Outbound,Outbound Administration (1) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Recording (2) · Workforce Administration (2) · Workforce Administration, Workforce Management (2)

None (253) · BO02, BO03 (2) · CE01 (4) · CE01, CE02, CE03 (2) · CE09,CE10 (2) · CE16 (2) · CE16, CE18, CE19, CE27, CE29 (2) · ce18, ce31 (2) · CE27 (2) · CE31, CE41, EE31 (2) · EE01, EE02, EE03, EE10-A, EE28 (2) · SL09 (2)

None (277)