Drilldown: Article

None (118) · No (301) · Yes (16)

Draft:BDS (57) · Draft:PEC-IWD (41) · Draft:PEC-REC (25) · Draft:PEC-WFM (154) · PEC-IWD (38) · PEC-REC (5) · PEC-WFM (115)

None (146) · GenesysCloud (2) · GenesysEngage-Cloud (278) · PureEngage (9)

None (135) · No (299) · Yes (1)

None (414) · Administrator (21)

None (27) · Getting started (9) · Logging in and out (8) · Architecture (5) · Overview (4) · Configure IWD (4) · Before you begin (4) · Get started (4) · High availability and disaster recovery (4) · Reports (3) · Trading (3) · Set up IWD (3)

Other values: ; About IWD About IWD Data Mart Action Items Active Call Recording / Screen Recording / Quality Management Add-on components in Genesys Choice Add/Remove Scenario Elements Wizard Adding exceptions to your schedule Adherence Reports Adjusting and splitting volumes Administrator Roles ASR ports ASR/TTS Audit Reports Bidding Bidding on overtime Billing Data Server User's Guide Building staffing Building volumes Business unit billing breakout Calendar Reports Callback seats Cleanup Master Schedule Window Cloud Contact Center Supervisor Seat Coaching Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration Configuration objects Configuration Reports Configuration: the Control utility Configure IWD Data Mart Configure the Browser Creating trade proposals Date Selectors Delete Multiple Wizard Deploy IWD Deploy IWDDM Deprecation-Agent (Classic) UI Deprecation-AI Forecasting Deprecation-AllNotices Designer-based Chatbot interactions Designer-based Voicebot interactions Designer-based Voicebot minutes Digital 1 bundle Digital 2 bundle Dimension tables Edit Multiple Wizard Editing Schedule Items Enabled / concurrent seats detailed report Export Trending Data Fact tables FAQs Finding Agents in Tables Forecast Reports Forecasts 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 Forecasting Genesys Inbound Voice Genesys Interaction Recording 8.5.2 Genesys Interaction Recording Solution Guide Genesys Multicloud CX AI-Powered Forecasting Genesys SIP Interaction Genesys SMS Genesys Social Media Engagement Genesys Task Routing Genesys Twitter Seats for NEXUS Genesys Voice Getting Started with Workforce Management GIM-based voicemail GVP ASR minutes / GVP TTS minutes GVP Minutes GVP ports How autogranting works How BDS works How bidding works How Intelligent Workload Distribution works How IWD works Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating with Genesys Cloud CX Intelligent Workload Distribution (IWD) Interaction Transcript Intra-Day Schedule Rebuild Wizard Introduction to SpeechMiner IVR Log into SpeechMiner Logging Logging Off Lucene query syntax Managing multi-site trade proposals Managing overlays and events Managing shrinkage data Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests Master Forecasts Master Schedule Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Media Player Meeting Scheduler Metric statistics Metrics Modify Individual Agents' Schedules Monitor work items and emails Multi-site trading New in this Release New Schedule Scenario Wizard Optimizing the UI display Outbound Campaign Transactions Outbound Contact Outbound Voice with CX Contact Interaction Overlays Overtime Bidding Performance Reports Policies Reports Policy objects Preface Preferences Prepare for Office 365 integration Profile Permissions Provision IWD Provision IWD Data Mart Publishing and Extracting Schedules Purge procedures and parameters Quality Management Query examples Recording Methods Reports List Reports Scheduler Required and split staffing methods Reviewing Messages Roles and privileges for Workload Manager users Scenario Agent-Extended View Scenario Coverage View Scenario Intra-Day View Scenario Intra-Day: Edit Comments Dialog Box Scenario Intra-Day: Options Dialog Box Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Review Messages (Save) Dialog Box Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario State Group Totals Scenario Summary View Scenario Weekly View Scenarios Schedule Schedule Bidding Schedule Build Wizard Schedule Filter Dialog Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Schedule validation errors and warnings Scheduled Budget and Agent Comments Reports Schedules Search, display, manage, and update work items Security and accessibility Service and Control tables Set up Email Shrinkage in scenarios SIP voicemail SpeechMiner Deployments SpeechMiner Menu Reference Staffing in scenarios Statuses Filter Dialog Subscription design Task routing Templates Test IWD provisioning The Supervisor's window Third-party work items Time off Tools Topics Categories and Programs TTS ports Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM Use Workload Manager Using availability patterns Using common settings and controls Using copy and paste for statistics Using shared transport 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 Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice 1 bundle Voice 2 bundle Voicemail Volumes in scenarios Weekly Schedule Reports WFM Primers WFO What's New in the Billing Data Server User's Guide Which version am I using? Workforce Management 8.5 Agent Help Workforce Management 8.5 Supervisor Help Workforce Management 8.5 Web for Supervisors (Classic) Help Workforce Optimization Workspace

None (90) · Getting started (9) · Logging in and out (8) · Overview (4) · Upgrade, rollback, or uninstall (4) · Intelligent Workload Distribution (3) · Set up IWD (3) · Trading (3)

Other values: ; Active Call Recording / Screen Recording / Quality Management Add-ons Add/Remove Scenario Elements Wizard Adding exceptions to your schedule Adherence Reports Adjusting and splitting volumes ASR ports ASR/TTS Audit Reports Bidding Bidding on overtime Billing Data Server User's Guide Building staffing Building volumes Business unit billing breakout Calendar Reports Callback seats Cleanup Master Schedule Window Cloud Contact Center Supervisor Seat Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration Configuration objects Configuration Reports Configuration: the Control utility Configure IWD Creating trade proposals Date Selectors Delete Multiple Wizard Designer-based Chatbot interactions Designer-based Voicebot interactions Designer-based Voicebot minutes Digital 1 Digital 2 Dimension tables Edit Multiple Wizard Editing Schedule Items Enabled / concurrent seats detailed report Fact tables Finding Agents in Tables Forecast Reports Forecasts Frequently Asked Questions 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 Forecasting Genesys Inbound Voice Genesys Multicloud CX AI-Powered Forecasting 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 How autogranting works How BDS works How bidding works How IWD works Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating with Genesys Cloud CX Intra-Day Schedule Rebuild Wizard IVR IWD Queries Logging Off Managing multi-site trade proposals Managing overlays and events Managing shrinkage data Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests Master Forecasts Master Schedule Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Measurements Meeting Scheduler Metric statistics Metrics Modify Individual Agents' Schedules Monitor work items and emails Multi-site trading New Schedule Scenario Wizard Optimizing the UI display Outbound campaign transactions Outbound Contact Outbound Voice with CX Contact Interaction Overlays Overtime Bidding Performance Reports Policies Reports Policy objects Preface Preferences Prepare for Office 365 integration Publishing/Extracting Schedules Purge procedures and parameters Query examples Reports Reports List Reports Scheduler Required and split staffing methods Reviewing Messages Roles and privileges for Workload Manager users Scenario Agent-Extended View Scenario Coverage View Scenario Intra-Day View Scenario Intra-Day: Edit Comments Dialog Box Scenario Intra-Day: Options Dialog Box Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Review Messages (Save) Dialog Box Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario State Group Totals Scenario Summary View Scenario Weekly View Scenarios Schedule Schedule Bidding Schedule Build Wizard Schedule Filter Dialog Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Schedule validation errors and warnings Scheduled Budget and Agent Comments Reports Schedules Search, display, manage, and update work items Security and accessibility Service and Control tables Set up Email Shrinkage in scenarios SIP voicemail Staffing in scenarios Statuses Filter Dialog Subscription design Task routing Templates Test IWD provisioning The Supervisor's window Third-party work items Time off TTS ports Use Workload Manager Using availability patterns Using common settings and controls Using copy and paste for statistics Using shared transport 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 Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Voice 1 Voice 2 Voicemail Volumes in scenarios Weekly Schedule Reports WFM Primers WFO What's New in the Billing Data Server User's Guide Workforce Management 8.5 Agent Help Workforce Management 8.5 Supervisor Help Workforce Management 8.5 Web for Supervisors (Classic) Help Workspace

None (431) · 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 (18) · Admin (17) · Administrator (52) · Agent (10) · deploy (3) · Developers (1) · ETLRef (16) · IWDDMPEGuide (20) · IWDPEGuide (22) · Super (33) · Supervisor (140) · SupervisorHelp (42) · User (61)

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 (432) · BO02 (1) · BO02, BO03 (2)

None (416) · 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)