Drilldown: Article

None (10) · No (305) · Yes (8)

DES (120) · Draft:DES (139) · Draft:PEC-Dev (4) · Draft:PEC-IWD (22) · Draft:SF (7) · Draft:WFM (3) · PEC-DC (10) · PEC-IWD (18)

None (38) · GenesysCloud (3) · GenesysEngage-cloud (251) · GenesysEngage-onpremises (29) · GenesysEngage_cloud (2)

None (20) · No (288) · Yes (15)

None (70) · Administrator (251) · Administrator, Developer (2)

None (5) · Manage field codes (3) · Set up IWD (3) · Manage standard responses (3) · Manage personally identifiable information (3) · Manage custom variables (3)

Other values: ; About application resources About Digital Channels Admin Activity Block Activity History Adding a menu Adding a prompt Admin Resources Application Details Application phases Application resources Application Settings Application workflow Applications Assign Variables Block Automated Message Block Best practices Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Bots Dashboard Business Control Dashboard 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 Change Persona block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Click-to-Dial Configure Agent UI Configure IWD Configuring SSO Create Service Channel Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Data Tables Dashboard Debug Block Default Routing in Designer Designer Analytics Designer MicroApps Designer Store Digital Resources Divisions Durations ECMAScript Expressions Emergency Block Emergency Flags Enabling retries External Services External Services Blocks FAQs Features and limitations File size limitations Genesys Multicloud CX Email Get Chat Transcript Block Go To Block Gplus Adapter for Salesforce Lightning (v9) Heatmap How IWD works HTTP REST Block Identification & Verification Inputs Integrate IWD with Genesys Workforce Management (WFM) Integrating Gplus Adapter Intelligent prompts Logic and Control Blocks Lucene query syntax Manage API keys Manage SMS Keywords Media Collections Media namespace Menu Block Menu Option Block Migrating to Gplus Adapter (v9) Milestone Block Monitor work items and emails Naming conventions Part 1: Adding a prompt Partition-Based Access Control Path Permissions and Access Personas Play Message Block Predictive Routing Block Prepare for Gmail integration Prepare for Office 365 integration Preventing unintended looping Query VQs Block Quick links Quick links to Designer topics 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 Analysis Routing Blocks Sankey Path Analysis Saving and Publishing Your Application Screen Pop Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Session Detail Record (SDR) Fields Reference Session Detail Records Set up Email Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application Special Day Block Special Days Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Supported Languages Survey Blocks Surveys System Application Dispositions System namespace Tenant Settings Terminate Block (Digital) Terminate Call Block Test Test IWD provisioning Transaction List Block Transfer Block Troubleshooting Upgrade notes Use Workload Manager User Input Block User Interaction Blocks Using bots in Designer Using Copy and Paste Format for Statistics Using Dialogflow CX bots in Designer Using recorded audio Using the blocks Using variables 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 Voice namespace WFM Configuration Objects WFM Policy Objects

None (13) · Manage field codes (3) · Manage PII (3) · Manage standard responses (3) · Set up IWD (3)

Other values: ; About Admin resources About application resources About Business Controls About Business Controls blocks About Callback blocks About Data blocks About External Services blocks About Logic and Control Blocks About Reporting blocks About Routing blocks About Survey blocks About User Interaction blocks Activity Block Activity History Adding a menu Adding a prompt Application Details Application phases Application resources Application settings Application workflow (builds and streams) Assign Variables Block Automated Message Block Best practices Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Bots Dashboard Business Control Dashboard Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback V2 Callback VQ Watermark Block Cancel Callback V2 Change Language Block Change Persona block Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Click-to-Dial Configure Agent UI Configure IWD Configuring SSO Create Service Channel Custom Service Block Dashboard management Data Tables Data Tables Block Data Tables Dashboard Debug Block Default Routing in Designer Designer Analytics Designer MicroApps Designer Store Divisions Durations Emergency Block Emergency Flags Enabling retries External Services Features and limitations File size limitations Frequently Asked Questions Genesys Multicloud CX Email Get Chat Transcript Block Go To Block Gplus Adapter for Salesforce Lightning (v9) Heatmap HTTP REST Block Identification & Verification Inputs Integrate IWD with WFM Integrating Gplus Adapter Intelligent prompts Intelligent Workload Distribution IWD Queries Manage SMS Keywords Managing applications Managing Digital Resources Media collections Media namespace Menu Block Menu Option Block Migrating to Gplus Adapter (v9) Milestone Block Monitor work items and emails Naming conventions Part 1: Adding a prompt Partition-Based Access Control Path Permissions and Access Personas Play Message Block Predictive Routing Block Prepare for Gmail integration Prepare for Office 365 integration Preventing unintended looping Query VQs Block Quick links Record Block Record Utterance Block Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Analysis Sankey Path Analysis Saving and Publishing Your Application Screen Pop Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Session Detail Record (SDR) Fields Reference Session Detail Records Set up Email Setup Survey Block Shared Module Block Shared Modules SMART Inbound Voice Routing Application Special Day Block Special Days Speech Grammars Spikes Start Treatment Block Statistic Block Summary Sunburst Path Analysis Supported languages Surveys System Application Dispositions System namespace Terminate Block (Digital) Terminate Call Block Test IWD provisioning Transaction List Block Transfer Block Troubleshooting Upgrade notes Use Workload Manager User Input Block Using bots in Designer Using Copy and Paste Format for Statistics Using Dialogflow CX bots Using ECMAScript in Designer Using recorded audio Using the blocks Using variables 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 Voice namespace WFM Configuration Objects WFM Policy Objects

None (296) · BasicApp (5) · bots (5) · email, digital (2) · Journey (6) · sr (9)

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 · Administrator · PDMLibraryGIM · Supervisor · Admin · RPRT · Deployment · Designer · SDK · User · AdminGuide · Agent · PDMPEGIM-Postgres · PDMCXGIM · ManageCC · PDNAA · CXContact · CX Insights · GCXIMCPRG · PEGuide

Other values: ; ADInst AIUG AdminDashboard AgentGuide AspectDeployment AuthPEGuide AzInst CABPEGuide CXCPEGuide Collected ContentAreaDashboard DCPEGuide DESPEGuide Dashboard DevConsole Developer Developers DockerVolumes ETLRef EmailPEGuide EngageServices Event FieldGuide FldCod GAWFMPEGuide GCAPI GCDeveloper GCXI GCXIPEGuide GCXIPRG GCXIPRGLibrary GECUG GIM GIMPEGuide GPAPEGuide GPR GPWFMPEGuide GTR GVP GVPPEGuide GWSPEGuide GenChoiceTermsCond GenesysChoice GenesysCloud GenesysEngage-cloud GenesysEngage-onpremises GenesysEngageCloudRN Handlers Help IEXDeployment II IWDDMPEGuide IWDPEGuide IXNEventsandModels IXNPEGuide InteractionDialer KB KBA Library Licensing Loc MessengerSDK MulticloudOverview Operations PDNAM PDNAU PMORef PacingServiceDeployment Processes PulseMetricsLibrary PulsePEGuide PureConnect RAAPEGuide RT ReleaseNote Requirements SCAPI SOO STRMSPEGuide SiteDashboard Small Source Super SupervisorHelp TLMPEGuide TPOSR TenantPEGuide Test Troubleshooting UCSPEGuide UEA UserGuide VM VMEventsandModels VMPEGuide WDEPlugin WWEAgent WWEPEGuide WebAPIs WebRTCPEGuide WritersGuide deploy

None (77) · Agent Setup, Platform Administration (2) · Designer (242) · intelligent Workload Distribution (2)

None (320) · BO02 (3)

None (323)