Drilldown: Article

None (63) · No (146) · Yes (11)

Draft:PEC-AD (9) · Draft:PEC-IWD (43) · Draft:PEC-ROU (115) · PEC-AD (9) · PEC-IWD (40) · PEC-ROU (4)

None (86) · GenesysCloud (2) · GenesysEngage-cloud (129) · GenesysEngage-onpremises (1) · GenesysEngage_cloud (2)

None (149) · No (70) · Yes (1)

None (193) · Administrator (25) · Administrator, Developer (2)

None (17) · Architecture (7) · High availability and disaster recovery (6) · Before you begin (6) · Configure IWD (4) · Logging (3) · Set up IWD (3)

Other values: ; About IWD About IWD Data Mart Account: Configure Groups Account: User Management Activity Block Admin Agent object Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance Application Workflow Applications Assign Variables Block Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Configure IWD Data Mart Contact object Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Data types Date and time functions Debug Block Deploy IWD Deploy IWDDM Designer Designer Analytics Digital Resources Emergency Block Emergency Flags Explore the sample Designer application External Services Blocks FAQs Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Get started Getting Started Go To Block Grammars & Bots How Intelligent Workload Distribution works How IWD works How Routing works HTTP REST Block Integrate IWD with Genesys Workforce Management (WFM) Integrate third-party applications Interaction object Logic and Control Blocks Lucene query syntax Mathematical functions Media Resources Menu Block Menu Option Block Milestone Block Miscellaneous functions Monitor work items and emails Named constants OLD Agent Assist tab Operator precedence Partitions Permissions and Access Play Message Block Ports Predictive Routing Block Prepare for Office 365 integration Provision IWD Provision IWD Data Mart Query VQs Block R--How Does GPR Score Agents? R--Routing Scenarios Using GPR Record Block Record Utterance block Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Set up Email Set up Genesys Task Routing Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days Start Treatment Block Statistic Block String functions Summary Survey Blocks Terminate Block (Digital) Terminate Call Block Test IWD provisioning Transaction List Block Transfer Block Type conversion Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM Upgrade, roll back, or uninstall WWE Upgrade, rollback, or uninstall Workspace Web Edition Upload Data: Agent Profiles, Customer Profiles, and Datasets Use Workload Manager User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Validate Phone Number Block Variables 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 Mail Block

None (70) · Upgrade, rollback, or uninstall (5) · Set up IWD (3)

Other values: ; Account: Configure Groups Account: User Management Activity Block Admin Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance Application Workflow Applications Assign Variables Block Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback Blocks Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Configure IWD Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Designer Designer Analytics Digital Resources Emergency Block Emergency Flags Explore the sample Designer application External Services Blocks Frequently Asked Questions Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Getting Started Go To Block Grammars & Bots How IWD works How routing works HTTP REST Block Integrate IWD with WFM Integrate third-party applications Intelligent Workload Distribution IWD Queries Logic and Control Blocks Media Resources Menu Block Menu Option Block Milestone Block Monitor work items and emails OLD Agent Assist Partitions Permissions and Access Play Message Block Predictive Routing Block Prepare for Office 365 integration Query VQs Block R--How Does GPR Score Agents? R--Routing Scenarios Using GPR Record Block Record Utterance block Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Set up Email Set up Genesys Task Routing Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days Start Treatment Block Statistic Block Summary Survey Blocks Terminate Block (Digital) Terminate Call Block Test IWD provisioning Transaction List Block Transfer Block Upload Data: Agent Profiles, Customer Profiles, and Datasets Use Workload Manager User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Validate Phone Number Block Variables 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 Mail Block

None (213) · ADResponse (1) · Journey (6)

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 (4) · Administrator (126) · Agent (2) · Designer (3) · FldCod (13) · GPR (7) · GTR (7) · IWDDMPEGuide (20) · IWDPEGuide (22) · Supervisor (2) · WWEPEGuide (14)

None (202) · Agent Setup, Platform Administration (2) · Designer (14) · intelligent Workload Distribution (2)

None (215) · BO02 (3) · BO02, BO03 (2)

None (196) · 2cad3824-b3b9-43aa-a726-143cc1aaefe2 (1) · 55cef4ff-9306-4313-8fd8-377282a38478 (4) · 7a5823f3-05b5-412b-b580-e73e34079c41 (3) · 9c3ae89b-4f75-495b-85f8-d8c4afcb3f97 (4) · bf21dc7c-597d-4bbe-8df2-a2a64bd3f167 (6) · e38fb4a6-02d6-48d0-a6f1-32635fb394bc (2) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (4)