Drilldown: Article

None (1) · No (130) · Yes (4)

Draft:GAA (1) · Draft:PEC-AD (30) · Draft:PEC-GPA (8) · Draft:PEC-GS (1) · Draft:PEC-VM (1) · Draft:PEC-WFM (29) · PEC-AD (28) · PEC-GPA (6) · PEC-GS (1) · PEC-VM (1) · PEC-WFM (29)

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 (1) · No (134)

None · Administrator · Administrator, Supervisor · Supervisor · Developer · Agent · Agent, Supervisor · Administrator, Developer · Administrator, Agent, Supervisor · Staff · Administrator, Agent · Administrator, Developer, Supervisor · Administrator, Agent, Developer · Administrator, Agent, Developer, Supervisor · Administrator, Reviewer · Adminstrator · Other

Getting started (4) · Agent Assist tab (4)

Other values: ; Activity History Adding exceptions to your schedule Agent Workspace (v9) Bidding Bidding on overtime Channels and the Channels tab Chat Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Email Facebook Chat Genesys Predictive Engagement Chat Interaction Genesys Softphone for Agents and Supervisors Gplus Adapter for Salesforce (v9) Gplus Adapter for Salesforce - Agent Workspace option How autogranting works How bidding works Interaction history views Internal interactions Knowledge tab Lightning Experience Managing multi-site trade proposals Managing single-site trade proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Messaging Multi-site trading Navigating Agent Workspace Outbound campaigns Preferences Related interactions Schedule Callback Schedules Screen Pops SMS Chat Standard responses Team Communicator The Contact Directory and contact management Time off Trading Twitter Chat Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice Calls Voicemail for agents and supervisors WhatsApp Chat Workbins Working with Gplus Adapter for Salesforce Workitems

Getting started (4) · None (3)

Other values: ; Activity History Adding exceptions to your schedule Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Workspace (v9) Bidding Bidding on overtime Calls Channels and the Channels tab Chat Click-to-dial Co-browse sessions Configuration Contacts and interactions Creating trade proposals Email Facebook Chat Genesys Predictive Engagement Gplus Adapter for Salesforce (v9) Gplus Adapter for Salesforce - Agent Workspace option How autogranting works How bidding works Interaction history views Internal interactions Knowledge tab Lightning Experience Managing multi-site trade proposals Managing single-site trades proposals Managing your preferences Managing your schedule bid assignments Managing your time-off requests Messaging Multi-site trading Navigating Agent Workspace Outbound campaigns Preferences Related interactions Schedule Schedule a callback Screen Pops SMS Chat Standard responses Team Communicator The Contact Directory and contact management Time off Trading Twitter Chat Using availability patterns Using common settings and controls Using shared transport Videos: Using Workspace Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voicemail for agents and supervisors WhatsApp Chat Workbins Working with Gplus Adapter Workitems

None (129) · ADResponse (4) · ADResponses (2)

Agent Workspace (58) · Genesys Agent Assist (1) · Genesys Softphone (2) · Gplus Adapter for Salesforce (14) · Voicemail (2) · Workforce Management (58)

None (4) · Agent (129) · WWEAgent (2)

None (77) · Workforce Management (58)

None (135)

None (135)