Drilldown: Article

None (14) · No (111) · Yes (4)

Draft:PEC-IWD (14) · Draft:PEC-ROU (99) · PEC-IWD (13) · PEC-ROU (3)

None · GenesysEngage-cloud · PureConnect, GenesysCloud, GenesysEngage-cloud · GenesysEngage-onpremises · GenesysCloud · GenesysEngage-cloud, PureConnect, GenesysCloud · GenesysEngage-onpremises, PureConnect, GenesysCloud · PureConnect, GenesysCloud · GenesysEngage-cloud, PureConnect · PureEngage · PureConnect · PureConnect, GenesysEngage-cloud · GenesysEngage-onpremises, GenesysCloud · GenesysCloud, GenesysEngage-cloud · Genesys Multicloud CX · PrivateEdition · GenesysEngage-cloud, GenesysCloud · GenesysEngagecloud · GenesysEngage_cloud · GeneysyEngage_cloud · Private Edition · GenesysEngage-cloudNote: If the hierarchy will be managed and maintained by importing data or through integration with an existing HR system, the following section can be skipped as any manual changes made to the hierarchy will be lost the next time that the hierarchy is refreshed. · Other

None (104) · No (24) · Yes (1)

None (125) · Administrator (4)

Search, display, manage, and update work items (2) · How Routing works (2) · Set up IWD (2) · Explore the sample Designer application (2) · Configure IWD (2) · Getting Started (2) · Terminate Block (Digital) (2) · Terminate Call Block (2) · Test IWD provisioning (2) · Roles and privileges for Workload Manager users (2) · How IWD works (2) · Use Workload Manager (2) · How Intelligent Workload Distribution works (2) · View, edit, and create Prioritization schemas (2) · View, edit, and create Endpoints (2) · View, edit, and create Categories and Rules (2) · Monitor work items and emails (2) · View Summary (2)

Other values: ; Account: Configure Groups Account: User Management Activity Block Admin Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance Application Workflow Applications Assign Variables Block Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block 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 Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Designer Designer Analytics Digital Resources Emergency Block Emergency Flags External Services Blocks Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Go To Block Grammars & Bots HTTP REST Block Logic and Control Blocks Media Resources Menu Block Menu Option Block Milestone Block Partitions Permissions and Access Play Message Block Predictive Routing Block Query VQs Block R--How Does GPR Score Agents? R--Routing Scenarios Using GPR Record Block Record Utterance block Reporting Blocks Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Segmentation Block Send Chat Transcript Block Send Email Block Set up Genesys Task Routing Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days Start Treatment Block Statistic Block Summary Survey Blocks Transaction List Block Transfer Block Upload Data: Agent Profiles, Customer Profiles, and Datasets User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Validate Phone Number Block Variables View and set IWD global options Voice Mail Block

Search, display, manage, and update work items (2) · Use Workload Manager (2) · Set up IWD (2) · Explore the sample Designer application (2) · Configure IWD (2) · Getting Started (2) · Terminate Block (Digital) (2) · Terminate Call Block (2) · Test IWD provisioning (2) · Roles and privileges for Workload Manager users (2) · How routing works (2) · How IWD works (2) · Intelligent Workload Distribution (2) · Monitor work items and emails (2) · View, edit, and create Prioritization schemas (2) · View, edit, and create Endpoints (2) · View, edit, and create Categories and Rules (2) · View Summary (2)

Other values: ; Account: Configure Groups Account: User Management Activity Block Admin Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance Application Workflow Applications Assign Variables Block Automated Message Block Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block 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 Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Designer Designer Analytics Digital Resources Emergency Block Emergency Flags External Services Blocks Genesys Predictive Routing Genesys Task Routing setup Get Chat Transcript Block Go To Block Grammars & Bots HTTP REST Block Logic and Control Blocks Media Resources Menu Block Menu Option Block Milestone Block Partitions Permissions and Access Play Message Block Predictive Routing Block Query VQs Block R--How Does GPR Score Agents? R--Routing Scenarios Using GPR Record Block Record Utterance block Reporting Blocks Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Segmentation Block Send Chat Transcript Block Send Email Block Set up Genesys Task Routing Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days Start Treatment Block Statistic Block Summary Survey Blocks Transaction List Block Transfer Block Upload Data: Agent Profiles, Customer Profiles, and Datasets User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Validate Phone Number Block Variables View and set IWD global options Voice Mail Block

None (125) · 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 (4) · Administrator (112) · Designer (3) · GPR (7) · GTR (3)

None (127) · Designer (2)

None (127) · BO02, BO03 (2)

None (129)