Drilldown: Article

None (4) · No (52) · Yes (8)

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

None (21) · GenesysCloud (3) · GenesysEngage-cloud (38) · GenesysEngage_cloud (2)

None (16) · No (47) · Yes (1)

None (51) · Administrator (11) · Administrator, Developer (2)

None (3) · Set up IWD (3) · Prepare for Office 365 integration (2) · View, edit, and create Prioritization schemas (2) · View, edit, and create Genesys Multicloud CX Email boxes (2) · View, edit, and create Endpoints (2) · View, edit, and create Categories and Rules (2) · View Summary (2) · Use Workload Manager (2) · Test IWD provisioning (2) · Search, display, manage, and update work items (2) · Roles and privileges for Workload Manager users (2) · Monitor work items and emails (2) · Lucene query syntax (2) · Configure IWD (2) · Integrate IWD with Genesys Workforce Management (WFM) (2) · FAQs (2) · How IWD works (2)

Other values: ; About Digital Channels Admin Activity History Click-to-Dial Configure Agent UI Configuring SSO Create Service Channel Gplus Adapter for Salesforce Lightning (v9) Integrating Gplus Adapter Manage API keys Manage custom variables Manage field codes Manage personally identifiable information Manage SMS Keywords Manage standard responses Media namespace Migrating to Gplus Adapter (v9) Prepare for Gmail integration Screen Pop Set up Email System namespace Tenant Settings Using Copy and Paste Format for Statistics View and set IWD global options Voice namespace WFM Configuration Objects WFM Policy Objects

None (8) · Activity History (1) · Click-to-Dial (1) · Configure Agent UI (1) · Configure IWD (2) · Configuring SSO (1) · Create Service Channel (1) · Frequently Asked Questions (2) · Gplus Adapter for Salesforce Lightning (v9) (1) · Integrate IWD with WFM (2) · Integrating Gplus Adapter (1) · Intelligent Workload Distribution (2) · IWD Queries (2) · Manage field codes (1) · Manage PII (1) · Manage standard responses (1) · Media namespace (1) · Migrating to Gplus Adapter (v9) (1) · Monitor work items and emails (2) · Prepare for Gmail integration (1) · Prepare for Office 365 integration (2) · Roles and privileges for Workload Manager users (2) · Screen Pop (1) · Search, display, manage, and update work items (2) · Set up Email (1) · Set up IWD (3) · System namespace (1) · Test IWD provisioning (2) · Use Workload Manager (2) · Using Copy and Paste Format for Statistics (1) · 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 Genesys Multicloud CX email boxes (2) · View, edit, and create Prioritization schemas (2) · Voice namespace (1) · WFM Configuration Objects (1) · WFM Policy Objects (1)

None (55) · Journey (6) · sr (3)

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 (56) · Agent Setup, Platform Administration (2) · Designer (4) · intelligent Workload Distribution (2)

None (61) · BO02 (3)

None (64)