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None (116) · No (264) · Yes (34)

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None (191) · No (222) · Yes (1)

None (290) · Administrator (121) · Administrator, Developer (3)

None (25) · Architecture (10) · Before you begin (9) · High availability and disaster recovery (7) · Installation and Windows permissions (5) · Configure IWD (4) · My Channels options (3) · Channel options (3) · Recording options (3) · Agent Groups (3) · Service Client options (3) · Set up IWD (3) · Event attributes (3) · Single Sign-On (3) · Statistics options (3) · Supervisor options (3) · Templates (3) · Transactions (3) · Bulk Import (3)

Other values: ; 'Multiple Adapters' (New) Task summary: contact center setup About Gplus Adapter for WFM About IWD About IWD Data Mart About Voice Microservices Access Groups Add an Adapter Instance to Configuration Server Add an Adapter Instance to the Configuration Server Add and manage Caller ID Adding a Place Group to a Site Adding Annex Data for Virtual Queues & Skills Adding T-Servers and Interaction Servers Agent accounts Agent and Agent Group Annex Agent and contact center statistics Agent Assist Agent desktop settings overview Agent settings overview Agent Setup Agent state and DN events Agent Workspace settings Amazon Web Service Credentials - S3 Bucket Application Options for Aspect Application Options for NICE-IEX Application Options for Teleopti Application Options for Verint Architecture - Cross-region Architecture - Voice connections Aspect Historical Reports Aspect Historical Reports & Real-time Adherence Aspect Only: Adding Agents to a Data Group for Staff Group and APS Reports Audit Basic call models Blob Storage Business attributes Call handling and transfer/conference events Call routing events Call treatment events Capacity rules Case and toast data Chat channel options Chat options Client Configuration Configuration Server Connection Configure a multi-channel contact center Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure global login Configure Gplus Adapter for WFM Configure inactivity timeout options Configure IWD Data Mart Configure the Voicemail Service Configure Voice Microservices Configure voice ringtones (voice) Consul requirements for Voice services Contact Center Settings Contact options Contacts Create and manage agent skills Create and manage administrators (in buik) Create and manage agent groups Create and manage agents Create and manage custom agent states Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents CRM Adapter Deploy Deploy Gplus Adapters for WFM Deploy IWD Deploy IWDDM Deploy Voice Microservices Deprecation-AllNotices Deprecation-Voice Forward Desktop Options Desktop Statistics Desktop Views options Dispositions DNs Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable external URLs Enable feedback Enable Hold options (voice) Enable voice transfer and routing options (voice) Event Attribute Determiners Export agent accounts Facebook channel options Facebook options FAQs Feature support and known limitations Feedback options Generating the Private-Public Key Pair Genesys Softphone Genesys Softphone options Get started Get started with Agent Setup Getting started Global favorites Global Login options Gplus Adapter for Salesforce options Handling user data Historical Reports Holding, transferring, and conferencing How Agent Setup works How Intelligent Workload Distribution works How IWD works Import agents Included Files Initial Startup Test Integrate IWD with Genesys Workforce Management (WFM) Interaction channels Interaction history advanced search Interaction History Advanced Search options Java Virtual Machine License File Log Files Logging Logging Configuration Logging, FTP and Report Directories Logging, FTP, and Report Directories Lucene query syntax Manage agents and other users Manage business attributes by transaction Manage Email Addresses Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Managing Windows Service: prunmgr Application Media and Reports Metrics Monitor work items and emails Monitoring calls NICE-IEX Historical Reports & Real-time Adherence Non-Campaign Outbound Calls Outbound channel options Outbound options Overview: Outbound Voice Campaigns Overview: Recovery, Restarts, and Reconnects Platform administration Popular tasks Ports Predictive and Progressive Campaigns Predictive and Progressive with ASM Predictive dialing Prepare for Office 365 integration Preview and Push Preview Campaigns Provision Gplus Adapter for WFM Provision IWD Provision IWD Data Mart Provision the Voicemail Service Provision trunk and softswitch Provision Voice Microservices Public and private keys Real-Time Adherance Real-time Adherence Reconnects Recovery Redis requirements for Voice services Releasing calls Restarts Roles Roles and privileges for Workload Manager users Routing Routing Manager Scenario: Onboarding agents and supervisors Search, display, manage, and update work items Secure File Transfer Problems Server Configuration Set up Email Setting up Secure File Transfer Settings and configuration overview Sharing Business Attributes in Agent Setup Solution Control Server Integration Special cases Staff Group Logs Standard Response Library options Standard Response options Standard responses Teleopti Historical Reports & Real-time Adherence test Test IWD provisioning Test unstructured test2 Testsubtopic Threshold Time Format Time Zone IDs Twitter channel options Twitter options Upgrade or uninstall Gplus Adapter for WFM Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM Upgrade, roll back, or uninstall Voice Microservices Upgrade, rollback, or uninstall the Voicemail Service Upgrade, rollback, or uninstall Voice Microservices Use templates to configure agents Use Workload Manager Verint Historical Reports & Real-time Adherence View and set IWD global options View audit trail 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 Virtual Queues Voice channel options Voice Microservices topics for event streaming Voice options Voicemail management Voicemail Management within Agent Setup Windows Installation Script Work with Agent Setup Working with Global Favorites Working with queues Workitem channel options Workitem options

None (116) · Upgrade, rollback, or uninstall (6) · Installation and Windows permissions (4) · My Channels options (3) · Overview (3) · Recording options (3) · Service Client options (3) · Single Sign-On (3) · Channel options (3) · Statistics options (3) · Supervisor options (3) · Bulk Import (3) · Templates (3) · Transactions (3) · Set up IWD (3) · Agent Groups (3)

Other values: ; 'Multiple Adapters' (New) Task summary: contact center setup Access Groups Add an Adapter Instance Add an Adapter Instance to Configuration Server Adding a Place Group Adding Annex Data Adding Servers Agent accounts Agent and contact center statistics Agent Annex Agent Assist Agent desktop settings overview Agent settings overview Agent Setup Agent Workspace settings Aspect Aspect Only: Adding Agents to a Data Group Audit AWS Credentials - S3 Bucket Blob Storage Business attributes Caller ID Capacity rules Case and toast data Chat channel options Chat options Client Configuration Configuration Server Connection Configure a multi-channel contact center Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure global login Configure inactivity timeout options Configure IWD Configure the Voicemail Service Configure voice ringtones Consul requirements for Voice services Contact Center Settings Contact options Contacts Create and manage administrators (In bulk) Create and manage agent groups Create and manage agent skills Create and manage agents Create and manage supervisors Create and manage teams Create business attributes Create custom agent states Create multi-channel agents CRM Adapter Desktop Options Desktop Statistics Desktop Views options Dispositions DNs Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable external URLs Enable feedback Enable Hold options (voice) Enable voice transfer options (voice) Event Attributes Determiners Export agent accounts Facebook channel options Facebook options Feature support Feedback options Frequently Asked Questions Generating the Private-Public Key Pair Genesys Softphone Genesys Softphone options Getting started Global favorites Global Login options Gplus Salesforce options Historical Reports How IWD works Import agents Included Files Initial Startup Test Integrate IWD with WFM Intelligent Workload Distribution Interaction channels Interaction history advanced search Interaction History Advanced Search options IWD Queries Java Virtual Machine License File Log Files Logging Configuration Logging, FTP and Report Directories Logging, FTP, and Report Directories Manage agents Manage business attributes by transaction Manage Email Addresses Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Managing Windows Service: prunmgr Application Media & Reports Monitor work items and emails NICE-IEX Non-Campaign Outbound Calls Outbound channel options Outbound options Platform administration Popular tasks Predictive & Progressive Campaigns Predictive & Progressive with ASM Prepare for Office 365 integration Preview & Push Preview Campaigns Provision the Voicemail Service Provision trunk and softswitch Public and private keys Real-Time Adherance Real-Time Adherence Reconnects Recovery Redis requirements for Voice services Required Permissions Restarts Roles Roles and privileges for Workload Manager users Routing Routing Manager RTA Scenario: Onboarding new agents Search, display, manage, and update work items Secure File Transfer Problems Server Configuration Set up Email Settings and configuration overview Sharing Business Attributes in Agent Setup Solution Control Server Integration Standard Response Library options Standard Response options Standard responses Teleopti test Test IWD provisioning test2 Testsubtopic Threshold Time Format Time Zone IDs Topics Twitter channel options Twitter options Upgrade or uninstall Upgrade, rollback, or uninstall the Voicemail Service Use templates to configure agents Use Workload Manager Verint View and set IWD global options View audit trail 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 Virtual Queues Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup Windows Installation Script Work with Agent Setup Working with Global Favorites Workitem channel options Workitem options

None (404) · Journey (10)

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 (10) · Administrator (39) · AspectDeployment (5) · Deployment (52) · GAWFMPEGuide (12) · IEXDeployment (5) · IWDDMPEGuide (20) · IWDPEGuide (22) · ManageCC (142) · Requirements (1) · Source (40) · VM (1) · VMEventsandModels (22) · VMPEGuide (43)

None (306) · Agent Setup (86) · Agent Setup, Agent Workspace (2) · Agent Setup, Designer, Platform Administration (2) · Agent Setup, Platform Administration (2) · Agent Workspace, Agent Setup (4) · intelligent Workload Distribution (2) · Platform Administration (10)

None (409) · BO02 (3) · BO02, BO03 (2)

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