Drilldown: Article

None (2) · No (184) · Yes (18)

Draft:GAA (2) · Draft:PE-GPR (6) · Draft:PEC-AD (25) · Draft:PEC-Admin (1) · Draft:PEC-AS (1) · Draft:PEC-COB (5) · Draft:PEC-DC (1) · Draft:PEC-GPA (17) · Draft:PEC-GS (6) · Draft:PEC-IWD (1) · Draft:PEC-REP (2) · Draft:PEC-VM (1) · Draft:PEC-WFM (6) · Draft:Solution (3) · Draft:WID (28) · PE-GPR (6) · PEC-AD (25) · PEC-AS (1) · PEC-COB (5) · PEC-DC (1) · PEC-GPA (15) · PEC-GS (6) · PEC-IWD (1) · PEC-REP (2) · PEC-VM (1) · PEC-WFM (6) · Solution (3) · WID (27)

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 (2) · No (202)

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

Getting Started (6) · Activity History (4) · Click-to-Dial (4) · Localize widgets and services (4) · Gplus Adapter for Salesforce (v9) (4) · The Settings menu (4) · Create and update users and roles (4) · Engage (3)

Other values: ; Agent and contact center statistics Agent Workspace (v9) App Audio device settings Calendar Callback CallbackService CallUs Channels and the Channels tab ChannelSelector Chat Co-browse sessions Common Configuration options reference Configure an account Configure widgets and services Configuring and Using General Features Configuring SSO Console Contacts and interactions Cookies Customer Service Automation Solution Guide (Genesys Multicloud CX) Customize appearance Deploying Genesys Softphone Deploying Widgets Dimension tables Email Engage Widget Facebook Chat Genesys Co-browse DOM Restrictions Editor Genesys Co-browse JavaScript API Genesys Co-browse Localization Genesys Co-browse sessions Genesys CX Insights Support for GDPR Genesys Predictive Engagement Chat Interaction Genesys Softphone architecture Genesys Softphone for Agents and Supervisors Genesys Widgets extensions Gplus Adapter for Salesforce - Agent Workspace option How Intelligent Workload Distribution works How Widgets works Integrate with Genesys Hub Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integrating Gplus Adapter in Lightning Interaction history views Internal interactions Lightning Experience Migrating to Gplus Adapter (v9) Navigating Agent Workspace Omnichannel Desktop Outbound campaigns Overlay Overview Preface Purge procedures and parameters Query examples Related interactions Report scheduling Reset a password Screen Pop Screen Pops Service and Control tables SideBar Single sign on with Agent Workspace SMS Chat Standard responses StatsService Supervising agents Supported browsers Team Communicator The Contact Directory and contact management Toaster Troubleshooting Gplus Adapter Integration with Salesforce Twitter Chat Using Predictive Engagement in Genesys Multicloud CX Videos: Using Workspace Voice Calls Voicemail for agents and supervisors WebChat WebChat Widget WebChatService WhatsApp Chat Widgets Bus API overview WindowManager Workbins Working with Gplus Adapter for Salesforce Workitems

Getting Started (6) · None (4) · Click-to-Dial (4) · Activity History (4) · Localize widgets and services (4) · Gplus Adapter for Salesforce (v9) (4) · Create and update users and roles (4) · The Settings menu (4) · Engage (3)

Other values: ; Agent and contact center statistics Agent Workspace (v9) App Audio device settings AutoSolutions Calendar Callback CallbackService Calls CallUs Channels and the Channels tab ChannelSelector Chat Co-browse sessions Common Configuration options reference Configure an account Configure widgets and services Configuring and Using General Features Configuring SSO Console Contacts and interactions Cookies Customize appearance Deploying Genesys Softphone Deploying Widgets Dimension tables Email Engage Widget Facebook Chat Genesys Co-browse DOM Restrictions Editor Genesys Co-browse JavaScript API Genesys Co-browse Localization Genesys Co-browse sessions Genesys Predictive Engagement Genesys Predictive Engagement in Genesys Engage on-premises Genesys Softphone architecture Genesys Widgets extensions Gplus Adapter for Salesforce - Agent Workspace option How IWD works How Widgets works Integrate with Genesys Hub Integrating Gplus Adapter in Lightning Interaction history views Internal interactions Lightning Experience Migrating to Gplus Adapter (v9) Navigating Agent Workspace Omnichannel Desktop Outbound campaigns Overlay Overview Preface Purge procedures and parameters Query examples Related interactions Report scheduling Reset a password Screen Pop Screen Pops Service and Control tables SideBar Single sign on with Agent Workspace SMS Chat Standard responses StatsService Supervising agents Support for GDPR Supported browsers Team Communicator The Contact Directory and contact management Toaster Troubleshooting Twitter Chat Using Predictive Engagement in Genesys Multicloud CX Videos: Using Workspace Voicemail for agents and supervisors WebChat WebChat Widget WebChatService WhatsApp Chat Widgets Bus API overview WindowManager Workbins Working with Gplus Adapter Workitems

None (202) · Journey (2)

None (1) · Agent Setup (2) · Agent Workspace (50) · Co-Browse (10) · Digital Channels (2) · Genesys Agent Assist (2) · Genesys Predictive Routing (12) · Genesys Softphone (12) · Gplus Adapter for Salesforce (32) · Intelligent Workload Distribution (2) · Reporting (4) · Solutions (6) · Voicemail (2) · Widgets (55) · Workforce Management (12)

None (18) · Admin (2) · Administrator (34) · Agent (61) · Developer (20) · ETLRef (12) · GCAPI (1) · GCDeveloper (2) · Help (12) · ManageCC (2) · SDK (36) · Supervisor (2) · WWEAgent (2)

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 (200) · BO02, BO03 (2) · CE31, CE41, EE31 (2)

None (204)