Drilldown: Article

None (90) · No (54) · Yes (7)

Draft:BDS (48) · Draft:PEC-AS (40) · Draft:PEC-IWD (27) · PEC-AS (11) · PEC-IWD (25)

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 (84) · No (67)

None (128) · Administrator (23)

None (14) · Architecture (5) · High availability and disaster recovery (4) · Before you begin (4)

Other values: ; (New) Task summary: contact center setup About IWD About IWD Data Mart Active Call Recording / Screen Recording / Quality Management Add-on components in Genesys Choice Agent desktop settings overview Agent settings overview ASR ports ASR/TTS Callback seats Cloud Contact Center Supervisor Seat Configure a multi-channel contact center Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure IWD Configure IWD Data Mart Configure voice ringtones (voice) Create and manage agent skills Create and manage administrators (in buik) Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Deploy IWD Deploy IWDDM Deprecation-AllNotices Deprecation-Voice Forward Designer-based Chatbot interactions Designer-based Voicebot interactions Designer-based Voicebot minutes Digital 1 bundle Digital 2 bundle Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer and routing options (voice) FAQs Genesys Chat Genesys Chat Seats for NEXUS Genesys Choice measurements Genesys Choice overview Genesys CIM Premise Places Genesys CIM Premise Users Genesys Co-browse Genesys Customer Interaction Management Platform Genesys E-mail Genesys Facebook Seats for NEXUS Genesys Inbound Voice Genesys SIP Interaction Genesys SMS Genesys Social Media Engagement Genesys Task Routing Genesys Twitter Seats for NEXUS Genesys Voice Get started with Agent Setup GIM-based voicemail GVP ASR minutes / GVP TTS minutes GVP Minutes GVP ports Import agents Integrate IWD with Genesys Workforce Management (WFM) Intelligent Workload Distribution (IWD) Interaction channels IVR Logging Lucene query syntax Manage business attributes by transaction Manage group memberships Manage statistics for agents and resources Manage Team Communicator options My Channels options Outbound Campaign Transactions Outbound Contact Outbound Voice with CX Contact Interaction Popular tasks Provision IWD Provision IWD Data Mart Recording options Service Client options Set up Email Set up IWD Settings and configuration overview SIP voicemail Task routing Third-party work items TTS ports Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM Use templates to configure agents Virtual Queues Voice 1 bundle Voice 2 bundle Voicemail WFO Work with Agent Setup Workforce Optimization Workspace

None (48) · Upgrade, rollback, or uninstall (4) · Configure a multi-channel contact center (2) · Frequently Asked Questions (2) · Recording options (2) · Service client options (2) · IWD Queries (2) · Create and manage agent skills (2) · Settings and configuration overview (2) · Integrate IWD with WFM (2) · Virtual Queues (2) · Agent settings overview (2) · WFO (2) · Agent desktop settings overview (2) · My Channels options (2)

Other values: ; (New) Task summary: contact center setup Active Call Recording / Screen Recording / Quality Management Add-ons ASR ports ASR/TTS Callback seats Cloud Contact Center Supervisor Seat Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure voice ringtones Create and manage administrators (In bulk) Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Designer-based Chatbot interactions Designer-based Voicebot interactions Designer-based Voicebot minutes Digital 1 Digital 2 Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer options (voice) Genesys Chat Genesys Chat Seats for NEXUS Genesys CIM Premise Places Genesys CIM Premise Users Genesys Co-browse Genesys Customer Interaction Management Platform Genesys E-mail Genesys Facebook Seats for NEXUS Genesys Inbound Voice Genesys SIP Interaction Genesys SMS Genesys Social Media Engagement Genesys Task Routing Genesys Twitter Seats for NEXUS Genesys Voice Geneys Choice overview GIM-based voicemail GVP ASR minutes / GVP TTS minutes GVP Minutes GVP ports Import agents Intelligent Workload Distribution Interaction channels IVR Manage business attributes by transaction Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Measurements Outbound campaign transactions Outbound Contact Outbound Voice with CX Contact Interaction Popular tasks Set up Email Set up IWD SIP voicemail Task routing Third-party work items TTS ports Use templates to configure agents Voice 1 Voice 2 Voicemail Work with Agent Setup Workspace

None (149) · Journey (2)

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 (10) · IWDDMPEGuide (20) · IWDPEGuide (22) · ManageCC (46) · Source (1) · User (48)

None (135) · Agent Setup (12) · Agent Workspace, Agent Setup (2) · intelligent Workload Distribution (2)

None (148) · BO02 (3)

None (132) · 55cef4ff-9306-4313-8fd8-377282a38478 (4) · 7a5823f3-05b5-412b-b580-e73e34079c41 (1) · 9c3ae89b-4f75-495b-85f8-d8c4afcb3f97 (4) · bf21dc7c-597d-4bbe-8df2-a2a64bd3f167 (4) · e38fb4a6-02d6-48d0-a6f1-32635fb394bc (2) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (4)