Drilldown: Article

None (62) · No (94) · Yes (7)

Draft:PEC-AS (77) · Draft:PEC-IWD (41) · PEC-AS (7) · PEC-IWD (38)

None (87) · GenesysCloud (2) · GenesysEngage-cloud (74)

None (86) · No (76) · Yes (1)

None (152) · Administrator (11)

None (13) · Architecture (5) · Configure IWD (4) · Before you begin (4) · High availability and disaster recovery (4) · Set up IWD (3) · Templates (3)

Other values: ; (New) Task summary: contact center setup About IWD About IWD Data Mart Agent accounts Agent and contact center statistics Agent Groups Agent Setup Agent Workspace settings Audit Bulk Import Capacity rules Channel options Chat options 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 Data Mart Configure voice ringtones (voice) Contact Center Settings Contact options Create and manage administrators (in buik) Create and manage agent groups Create and manage agents Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents CRM Adapter Deploy IWD Deploy IWDDM Deprecation-AllNotices Deprecation-Voice Forward Desktop Options Desktop Statistics Email Mailboxes Email options Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer and routing options (voice) Facebook options FAQs Feedback options Genesys Softphone options Get started with Agent Setup Getting started Global Login options How Intelligent Workload Distribution works How IWD works Import agents Interaction channels Interaction History Advanced Search options Logging Lucene query syntax Manage business attributes by transaction Manage Email Addresses Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Monitor work items and emails My Channels options Outbound options Popular tasks Prepare for Office 365 integration Provision IWD Provision IWD Data Mart Recording options Roles and privileges for Workload Manager users Routing Manager Search, display, manage, and update work items Service Client options Set up Email Sharing Business Attributes in Agent Setup Single Sign-On Standard Response Library options Standard Response options Statistics options Supervisor options Test IWD provisioning Transactions Twitter options Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM Use templates to configure agents Use Workload Manager View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Prioritization schemas Virtual Queues Voice options Work with Agent Setup Working with Global Favorites Workitem options

None (47) · Upgrade, rollback, or uninstall (4) · Templates (3) · Set up IWD (3)

Other values: ; (New) Task summary: contact center setup Agent accounts Agent and contact center statistics Agent Groups Agent Setup Agent Workspace settings Audit Bulk Import Capacity rules Channel options Chat options 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 voice ringtones Contact Center Settings Contact options Create and manage administrators (In bulk) Create and manage agent groups Create and manage agents Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents CRM Adapter Desktop Options Desktop Statistics Email Mailboxes Email options Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer options (voice) Facebook options Feedback options Frequently Asked Questions Genesys Softphone options Getting started Global Login options How IWD works Import agents Intelligent Workload Distribution Interaction channels Interaction History Advanced Search options IWD Queries Manage business attributes by transaction Manage Email Addresses Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Monitor work items and emails My Channels options Outbound options Popular tasks Prepare for Office 365 integration Recording options Roles and privileges for Workload Manager users Routing Manager Search, display, manage, and update work items Service Client options Set up Email Sharing Business Attributes in Agent Setup Single Sign-On Standard Response Library options Standard Response options Statistics options Supervisor options Test IWD provisioning Transactions Twitter options Use templates to configure agents Use Workload Manager View and set IWD global options View Summary View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Prioritization schemas Virtual Queues Voice options Work with Agent Setup Working with Global Favorites Workitem options

None (155) · Journey (8)

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 (35) · IWDDMPEGuide (20) · IWDPEGuide (22) · ManageCC (40) · Source (40)

None · Designer · Workforce Management · Reporting, Reporting GCXI · Recording · Agent Setup · CX Contact · Pulse Reporting · Platform Administration · Workforce Administration · Callback · IVR Administration · Reporting GCXI · Agent Workspace, Agent Setup · Agent Workspace · Cloud Data Download Service · App Studio · Agent Desktop · Agent Setup, Designer, Platform Administration · Pulse Reporting, Reporting GCXI

Other values: ; Agent Setup, Agent Workspace Agent Setup, Agent Workspace, Digital Channels Agent Setup, Cloud Data Download Service Agent Setup, Platform Administration Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI Agent Workspace, Agent Setup, Designer Agent Workspace, Agent Setup, Designer, Outbound Agent Workspace, Agent Setup, Digital Channels Agent Workspace, Agent Setup, Intelligent Workload Distribution Agent Workspace, Agent Setup, Pulse Reporting, Reporting GCXI, Workforce Management Agent Workspace, Designer, Pulse Reporting, Reporting GCXI Agent Workspace, Platform Administration Agent Workspace, Workforce Management Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI Designer, Platform Administration GPR Core Platform Genesys Portal Outbound,Outbound Administration Platform Administration, Agent Setup, Designer Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI Reporting Administration GCXI Reporting Administration GCXI, Reporting GCXI WEM Workforce Administration, Workforce Management intelligent Workload Distribution

None (160) · BO02 (1) · BO02, BO03 (2)

None (144) · 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)