Drilldown: Article

No (98) · Yes (8)

Draft:BDS (9) · Draft:PEC-AD (34) · Draft:PEC-IWD (16) · PEC-AD (32) · PEC-IWD (15)

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 (10) · No (95) · Yes (1)

None (38) · Administrator (2) · Administrator, Agent, Supervisor (4) · Administrator, Developer (2) · Agent (2) · Agent, Supervisor (56) · Supervisor (2)

Agent Assist tab (4)

Other values: ; About Workspace Web Edition Agent Workspace (v9) Billing Data Server User's Guide Business unit billing breakout Channels and the Channels tab Chat Co-browse sessions Configuration: the Control utility Configure IWD Contacts and interactions Email Enabled / concurrent seats detailed report Facebook Chat Genesys Predictive Engagement Chat Interaction Getting started How Agent Workspace works How BDS works How Intelligent Workload Distribution works How IWD works Interaction history views Internal interactions Knowledge tab Managing Accessibility for Agent Workspace Messaging Metric statistics Metrics Monitor work items and emails Navigating Agent Workspace Outbound campaigns Prepare for Office 365 integration Related interactions Roles and privileges for Workload Manager users Schedule Callback Search, display, manage, and update work items Set up IWD SMS Chat Standard responses Subscription design Supervising agents Team Communicator Test IWD provisioning The Contact Directory and contact management Twitter Chat Use Workload Manager Videos: Using Workspace View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX Email boxes View, edit, and create Prioritization schemas Voice Calls What's New in the Billing Data Server User's Guide WhatsApp Chat Workbins Workitems

Other values: ; Accessibility for Agent Workspace Agent Assist Agent Assist (test 2) Agent Assist (test) Agent Workspace (v9) Billing Data Server User's Guide Business unit billing breakout Calls Channels and the Channels tab Chat Co-browse sessions Configuration: the Control utility Configure IWD Contacts and interactions Email Enabled / concurrent seats detailed report Facebook Chat Genesys Predictive Engagement Getting started How Agent Workspace works How BDS works How IWD works Intelligent Workload Distribution Interaction history views Internal interactions Knowledge tab Messaging Metric statistics Metrics Monitor work items and emails Navigating Agent Workspace Outbound campaigns Prepare for Office 365 integration Related interactions Roles and privileges for Workload Manager users Schedule a callback Search, display, manage, and update work items Set up IWD SMS Chat Standard responses Subscription design Supervising agents Team Communicator Test IWD provisioning The Contact Directory and contact management Twitter Chat Use Workload Manager Videos: Using Workspace View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX email boxes View, edit, and create Prioritization schemas What's New in the Billing Data Server User's Guide WhatsApp Chat Workbins Workitems

None (96) · ADResponse (4) · ADResponses (2) · Journey (4)

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) · Administrator (29) · Agent (58) · Supervisor (2) · User (9) · WWEPEGuide (2)

None (100) · Agent Setup, Platform Administration (2) · Agent Workspace (2) · Agent Workspace, Agent Setup, Designer, Outbound (2)

None (102) · BO02, BO03 (2) · CE16, CE18, CE19, CE27, CE29 (2)

None (104) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (2)