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None · Administrator · Administrator, Supervisor · Supervisor · Developer · Agent · Agent, Supervisor · Administrator, Developer · Administrator, Agent, Supervisor · Staff · Administrator, Agent · Administrator, Developer, Supervisor · Administrator, Agent, Developer · Administrator, Agent, Developer, Supervisor · Administrator, Reviewer · Adminstrator · Other

None (44) · Getting started (6) · View model accuracy (4) · Packages (4) · How to manage inbound calls (4) · View KPI outcome (4) · Monitor predictor feature coverage (4) · What you can monitor (4)

Other values: ; A/B model performance testing About metrics About user accounts Access and supported channels Access Management Action Items Activity History Activity History for interactions Activity History workings Adapter basics Adding a new summary section (Display title) Administrator Roles After Call Work Timer Agent Activity Business Result report Agent Assist tab in Workspace Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agent Variance report Agents reports All About Voice Answering Calls Applications, roles, and permissions Architecture Available metrics Barb's Call Flow Diagrams 3/20 Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Certificates Management Change agent or team leader password Changing your Status Chat reports Click-to-call feature Co-browse reports Coaching Configuration in Microsoft Unified Service Desk (USD) Configuration with Channel Integration Framework (CIF) version 1.0 Configuration with Channel Integration Framework (CIF) version 2.0 Configurations Configure Agents Configure challenges and leaderboard settings Configure login and logout exceptions Configure manager and team leader accounts Configure powerhouse performance points Configure the Browser Configure your password policies Configure, train, and test models Configuring a summary section (display title) Configuring an Endpoint for Event Stream Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Connecting Genesys services Consul Contact History Export Reference Contact List Effectiveness Report Corinne's callback diagram-2/20 Create and test predictors and models Create and train predictors and models Create and update predictors Danna's Diagrams Dashboards Deleting a summary section (display title) Deploying your configuration set (display title) Designer reports Details reports Email reports Exporting Data Files Feature Analysis report GCA Genesys Multicloud CX reports Genesys Portal metrics Get nGAGEMENT Get Started with Genesys Agent Assist for Genesys Multicloud CX Get started with Gplus Adapter Getting Started with Event Stream Gplus Adapter for Microsoft Dynamics 365 Grafana Help for Article Topics How autogranting works How Does GPR Score Agents? How to configure and customize screen pops How to configure score expressions How to configure the Gplus Adapter How to configure the Workflow Designer How to handle a workitem How to handle outbound calls How to handle screen pops in ServiceNow How to install the Gplus Adapter How to install the Workflow Designer How to make outbound calls How to manage workitems How to use the Workflow Designer Image size tests-3/20 Initial configuration in nGAGEMENT Installation in Microsoft Dynamics 365 Installation in Microsoft Unified Service Desk (USD) Installing Data Uploader Integrate Predictive Engagement using an Architect workflow - Feature Description Interaction Flow Details report Interaction Handling Attempt Details report Interaction Service Interaction Transcript Introduction Introduction to SpeechMiner Know more about supported features KPI display types Log in Log into SpeechMiner Logging in Logging in and out Manage metrics Manage nGAGEMENT Manage preset filters Manage your user account Matrix Tables Feedback Form Media Player MIGRATION DISCOVERY - CAPABILITY MATRIX MIGRATION DISCOVERY - USE CASES MATRIX Multi-site trading New in this Release nGAGEMENT setup wizard OLD Agent Assist tab Outbound Contact reports Overview Package Performance Tracker Popular tasks Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare your tenant Prerequisites Prerequisites and browser support Prerequisites for Microsoft Dynamics 365 Prerequisites for Microsoft Unified Service Desk (USD) Profile lookup with Adobe Experience Platform Profile Permissions Quality Management Queue Summary Customer Segment report Queues reports Reports Reset your password Routing Scenarios Using GPR Scheduling the Data Uploader to run daily Screen pops Screen pops configuration Screen pops customization Screen pops functioning Single sign-on SpeechMiner Deployments SpeechMiner Menu Reference Submit a support ticket Subscribe to nSight Support Material for Genesys UseCases System communications with the Genesys Multicloud CX Platform Test - Salesforce lead creation and campaign attribution - flow process diagram Test title The click-to-call feature The Workflow Debugger Tools Topics Categories and Programs Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data Use a script to help agents view, create, and update a Salesforce lead User communications with the Genesys Multicloud CX platform User communications with the Genesys Multicloud CX platform over a private network User communications with the Genesys Multicloud CX platform over PSTN User communications with the Genesys Multicloud CX platform over the Internet User Data Management User Interfaces (UI) Using Sensitive Data View a list of current users View Agent Details View Customer Details View Datasets Trends and Reports View jobs reports and details View the Agent Profile schema View the Customer Profile schema View uploaded datasets View your uploaded data Viewing exception totals Voice Microservices Voicemail for Supervisors What are screen pops? What is the Workflow Designer? Working with Jobs Working with TOCs

None (88) · Getting started (6) · Configuration (6) · View KPI outcome (4) · Description (4) · Installation (4) · Monitor predictor feature coverage (4) · Packages (4) · Click-to-call (4) · Screen pops (4) · Functioning (4) · View model accuracy (4) · What you can monitor (4) · Activity History (4)

Other values: ; A/B model performance testing About About metrics About user accounts Access and supported channels Access Management Adapter configuration Adapter installation Adding a new summary section (ToC title) After Call Work Timer Agent Activity Business Result report Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agent Variance report Agent Workspace Agents reports Applications, roles, and permissions Available metrics Barb's Call Flow Diagrams 3/20 Basics Business Results reports Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Capability Matrix Certificates Management Change agent or team leader password Chat reports Co-browse reports Configuration in Microsoft USD Configuration with CIF V1.0 Configuration with CIF V2.0 Configurations Configure Agents Configure challenges and leaderboard settings Configure login and logout exceptions Configure manager and team leader accounts Configure powerhouse performance points Configure your password policies Configure, train, and test models Configuring a summary section (ToC title) Configuring and running Data Uploader for KPI Uploads Configuring and running Data Uploader for OrgData uploads Consul Contact List Effectiveness Report Corinne's callback diagram-2/20 Create and test predictors and models Create and train predictors and models Create and update predictors Customization Danna's Diagrams Dashboards Deleting a summary section (Toc title) Deploying your configuration set (ToC title) Designer reports Details reports Email reports Feature Analysis report Genesys Multicloud CX Genesys Multicloud CX reports Genesys Portal metrics Getting Started with Event Stream Gplus Adapter basics Grafana How autogranting works How Does GPR Score Agents? How to configure score expressions How to handle a workitem How to handle screen pops in ServiceNow Image size tests-3/20 Inbound calls Initial configuration Installation in Microsoft D365 Installation in Microsoft USD Installing Data Uploader Integrate Predictive Engagement using an Architect workflow - Feature Description Interaction Flow Details report Interaction Handling Attempt Details report Introduction KPI display types Logging in and out Make outbound calls Manage inbound calls Manage metrics Manage nGAGEMENT Manage preset filters Manage your user account Multi-site trading New in this Release OLD Agent Assist Outbound calls Outbound Contact reports Overview Package Performance Tracker Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prepare your tenant Prerequisites Prerequisites and browser support Prerequisites for Microsoft D365 Prerequisites for Microsoft USD Profile lookup with Adobe Experience Platform Queue Summary Customer Segment report Queues reports Reset your password Routing Scenarios Using GPR Scheduling the Data Uploader to run daily Screen pop configuration Single sign-on Submit a support ticket Subscribe to nSight Supported features System communications with the platform Test title Upload Agent Profile data Upload Customer Profile data Upload data using the GPR web application Upload interaction and other data Use a script to help agents view, create, and update a Salesforce lead Use Cases Matrix User communications over a private network User communications over PSTN User communications over the Internet User communications with the platform User Data Management User Interfaces (UI) Using Sensitive Data View a list of current users View Agent Details View Customer Details View Datasets Trends and Reports View jobs reports and details View the Agent Profile schema View the Customer Profile schema View uploaded datasets View your uploaded data Viewing exception totals Voice Voicemail for Supervisors Workflow Debugger Workings Workitems

None (374) · ADResponse (2) · GPRAnalysis (4) · GPRDataUpload (2) · UserComms (4)

None (13) · Administrator (9) · Agent Desktop (2) · Agent Workspace (1) · Cloud Data Download Service (2) · Event Stream (9) · Genesys Agent Assist (7) · Genesys Predictive Routing (74) · Genesys Recording, Quality Management, and Speech Analytics (17) · Genesys Skills Management (6) · Genesys Use Cases (2) · Gplus Adapter for Microsoft Dynamics 365 (63) · Gplus Adapter for Salesforce (2) · Gplus Adapter for ServiceNow (36) · Gplus Adapter for Siebel CRM (6) · Health Check Agent (7) · Internal Content Administration (12) · nGAGEMENT (40) · Reporting (34) · Sales Collateral (9) · Success Factors for Genesys Multicloud CX (6) · test (4) · User Data Management (14) · Voicemail (1) · Workforce Management (10)

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

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