Drilldown: Article

None (41) · No (63) · Yes (5)

Draft:PEC-IWD (41) · Draft:PEC-REC (25) · PEC-IWD (38) · PEC-REC (5)

None (78) · GenesysCloud (2) · GenesysEngage-Cloud (29)

None (46) · No (62) · Yes (1)

None (100) · Administrator (9)

None (15) · Architecture (5) · High availability and disaster recovery (4) · Before you begin (4) · Get started (4) · Configure IWD (4) · Set up IWD (3)

Other values: ; About IWD About IWD Data Mart Action Items Administrator Roles Coaching Configure IWD Data Mart Configure the Browser Deploy IWD Deploy IWDDM Export Trending Data FAQs Genesys Interaction Recording 8.5.2 Genesys Interaction Recording Solution Guide How Intelligent Workload Distribution works How IWD works Interaction Transcript Introduction to SpeechMiner Log into SpeechMiner Logging Lucene query syntax Media Player Monitor work items and emails New in this Release Prepare for Office 365 integration Profile Permissions Provision IWD Provision IWD Data Mart Quality Management Recording Methods Reports Roles and privileges for Workload Manager users Search, display, manage, and update work items Set up Email SpeechMiner Deployments SpeechMiner Menu Reference Test IWD provisioning Tools Topics Categories and Programs Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM 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

None (70) · Configure IWD (2) · Frequently Asked Questions (2) · How IWD works (2) · Intelligent Workload Distribution (2) · IWD Queries (2) · Monitor work items and emails (2) · Prepare for Office 365 integration (2) · Roles and privileges for Workload Manager users (2) · Search, display, manage, and update work items (2) · Set up Email (1) · Set up IWD (3) · Test IWD provisioning (2) · Upgrade, rollback, or uninstall (4) · Use Workload Manager (2) · View and set IWD global options (1) · View Summary (2) · View, edit, and create Categories and Rules (2) · View, edit, and create Endpoints (2) · View, edit, and create Prioritization schemas (2)

None (105) · 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 (6) · Admin (17) · Administrator (37) · deploy (3) · IWDDMPEGuide (20) · IWDPEGuide (22) · User (4)

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 (106) · BO02 (1) · BO02, BO03 (2)

None (90) · 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)