Drilldown: Article

None (93) · No (302) · Yes (18)

Draft:PEC-AS (76) · Draft:PEC-IWD (36) · Draft:PEC-WFM (150) · PEC-AS (6) · PEC-IWD (34) · PEC-WFM (111)

None (100) · GenesysCloud (2) · GenesysEngage-cloud (311)

None (130) · No (282) · Yes (1)

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 (24) · Getting started (10) · Logging in and out (8) · Templates (5) · Architecture (5) · Before you begin (4) · Configure IWD (4) · High availability and disaster recovery (4) · Deprecation-AllNotices (3) · Trading (3)

Other values: ; (New) Task summary: contact center setup About IWD About IWD Data Mart Add/Remove Scenario Elements Wizard Adding exceptions to your schedule Adherence Reports Adjusting and splitting volumes Agent accounts Agent Groups Agent Setup Agent Workspace settings Audit Audit Reports Bidding Bidding on overtime Building staffing Building volumes Bulk Import Calendar Reports Capacity rules Channel options Chat options Cleanup Master Schedule Window Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration Configuration objects Configuration Reports Configure a multi-channel contact center Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure IWD Data Mart Configure voice ringtones (voice) Contact Center Settings Contact options Create and manage administrators (in buik) Create and manage agent groups Create and manage agents Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Creating trade proposals CRM Adapter Date Selectors Delete Multiple Wizard Deploy IWD Deploy IWDDM Deprecation-Agent (Classic) UI Deprecation-AI Forecasting Deprecation-Voice Forward Desktop Options Desktop Statistics Edit Multiple Wizard Editing Schedule Items Email Mailboxes Email options Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer and routing options (voice) Facebook options Fact tables FAQs Feedback options Finding Agents in Tables Forecast Reports Forecasts Genesys Forecasting Genesys Multicloud CX AI-Powered Forecasting Genesys Softphone options Get started with Agent Setup Getting Started with Workforce Management Global Login options How autogranting works How bidding works How IWD works How Workforce Management works Import agents Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating with Genesys Cloud CX Interaction channels Interaction History Advanced Search options Intra-Day Schedule Rebuild Wizard Logging Logging Off Manage business attributes by transaction Manage Email Addresses Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Managing multi-site trade proposals Managing overlays and events Managing shrinkage data Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests Master Forecasts Master Schedule Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Modify Individual Agents' Schedules Monitor work items and emails Multi-site trading My Channels options New Schedule Scenario Wizard Optimizing the UI display Outbound options Overlays Overtime Bidding Overview Performance Reports Policies Reports Policy objects Popular tasks Preferences Prepare for Office 365 integration Publishing and Extracting Schedules Recording options Reports Reports List Reports Scheduler Required and split staffing methods Reviewing Messages Roles and privileges for Workload Manager users Routing Manager Scenario Agent-Extended View Scenario Coverage View Scenario Intra-Day View Scenario Intra-Day: Edit Comments Dialog Box Scenario Intra-Day: Options Dialog Box Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Review Messages (Save) Dialog Box Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario State Group Totals Scenario Summary View Scenario Weekly View Scenarios Schedule Schedule Bidding Schedule Build Wizard Schedule Filter Dialog Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Schedule validation errors and warnings Scheduled Budget and Agent Comments Reports Schedules Search, display, manage, and update work items Security and accessibility Service Client options Set up Email Set up IWD Sharing Business Attributes in Agent Setup Shrinkage in scenarios Single Sign-On Staffing in scenarios Standard Response Library options Standard Response options Statistics options Statuses Filter Dialog Supervisor options Test IWD provisioning The Supervisor's window Time off Transactions Twitter options Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM Use templates to configure agents Use Workload Manager Using availability patterns Using common settings and controls Using copy and paste for statistics Using shared transport 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 Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Virtual Queues Voice options Volumes in scenarios Weekly Schedule Reports WFM Primers Which version am I using? Work with Agent Setup Workforce Management 8.5 Agent Help Workforce Management 8.5 Supervisor Help Workforce Management 8.5 Web for Supervisors (Classic) Help Workforce Management Product Alerts Working with Global Favorites Workitem options

None (64) · Getting started (10) · Logging in and out (8) · Templates (5) · Upgrade, rollback, or uninstall (4) · Trading (3)

Other values: ; (New) Task summary: contact center setup Add/Remove Scenario Elements Wizard Adding exceptions to your schedule Adherence Reports Adjusting and splitting volumes Agent accounts Agent Groups Agent Setup Agent Workspace settings Audit Audit Reports Bidding Bidding on overtime Building staffing Building volumes Bulk Import Calendar Reports Capacity rules Channel options Chat options Cleanup Master Schedule Window Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration Configuration objects Configuration Reports Configure a multi-channel contact center Configure Caller ID (voice) Configure conference call options (voice) Configure contact management options Configure contacts for agents Configure inactivity timeout options Configure IWD Configure voice ringtones Contact Center Settings Contact options Create and manage administrators (In bulk) Create and manage agent groups Create and manage agents Create and manage supervisors Create and manage teams Create business attributes Create multi-channel agents Creating trade proposals CRM Adapter Date Selectors Delete Multiple Wizard Desktop Options Desktop Statistics Edit Multiple Wizard Editing Schedule Items Email Mailboxes Email options Enable Auto Answer (voice ) Enable Auto Ready options (voice) Enable channels Enable Hold options (voice) Enable voice transfer options (voice) Facebook options Fact tables Feedback options Finding Agents in Tables Forecast Reports Forecasts Frequently Asked Questions Genesys Forecasting Genesys Multicloud CX AI-Powered Forecasting Genesys Softphone options Global Login options How autogranting works How bidding works How Workforce Management works Import agents Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating with Genesys Cloud CX Intelligent Workload Distribution Interaction channels Interaction History Advanced Search options Intra-Day Schedule Rebuild Wizard Logging Off Manage business attributes by transaction Manage Email Addresses Manage group memberships Manage statistics for agents and resources Manage Team Communicator options Managing multi-site trade proposals Managing overlays and events Managing shrinkage data Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests Master Forecasts Master Schedule Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Modify Individual Agents' Schedules Monitor work items and emails Multi-site trading My Channels options New Schedule Scenario Wizard Optimizing the UI display Outbound options Overlays Overtime Bidding Overview Performance Reports Policies Reports Policy objects Popular tasks Preferences Prepare for Office 365 integration Publishing/Extracting Schedules Recording options Reports Reports List Reports Scheduler Required and split staffing methods Reviewing Messages Roles and privileges for Workload Manager users Routing Manager Scenario Agent-Extended View Scenario Coverage View Scenario Intra-Day View Scenario Intra-Day: Edit Comments Dialog Box Scenario Intra-Day: Options Dialog Box Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Review Messages (Save) Dialog Box Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario State Group Totals Scenario Summary View Scenario Weekly View Scenarios Schedule Schedule Bidding Schedule Build Wizard Schedule Filter Dialog Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Schedule validation errors and warnings Scheduled Budget and Agent Comments Reports Schedules Search, display, manage, and update work items Security and accessibility Service Client options Set up Email Set up IWD Sharing Business Attributes in Agent Setup Shrinkage in scenarios Single Sign-On Staffing in scenarios Standard Response Library options Standard Response options Statistics options Statuses Filter Dialog Supervisor options Test IWD provisioning The Supervisor's window Time off Transactions Twitter options Use templates to configure agents Use Workload Manager Using availability patterns Using common settings and controls Using copy and paste for statistics Using shared transport 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 Viewing exception totals Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Virtual Queues Voice options Volumes in scenarios Weekly Schedule Reports WFM Primers Work with Agent Setup Workforce Management 8.5 Agent Help Workforce Management 8.5 Supervisor Help Workforce Management 8.5 Web for Supervisors (Classic) Help Working with Global Favorites Workitem options

None (407) · Journey (6)

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 (20) · Administrator (47) · Agent (10) · Developers (1) · ETLRef (4) · IWDDMPEGuide (18) · IWDPEGuide (20) · ManageCC (38) · Source (40) · Super (33) · Supervisor (140) · SupervisorHelp (42)

None (409) · Designer, Platform Administration (2) · Workforce Administration, Workforce Management (2)

None (411) · EE01, EE02, EE03, EE10-A, EE28 (2)

None (398) · 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)