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None (220) · Administrator (41) · Adminstrator (2) · Agent (14) · Agent, Supervisor (56)

Getting started (8) · Click-to-Dial (5) · Activity History (5) · Agent Assist tab (4) · Gplus Adapter for Salesforce (v9) (4) · How to manage inbound calls (4) · Configuring SSO (3) · Screen Pop (3) · Migrating to Gplus Adapter (v9) (3)

Other values: ; About Digital Channels Admin Access and supported channels Accessibility Account Manager Activity Block Activity History for interactions Adapter basics Admin After Call Work Timer Agent Assist tab in Workspace Agent namespace Agent Workspace (v9) Application Workflow Applications Assign Variables Block Audio device settings 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 Channels and the Channels tab Chat Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-Call-In Match Block Co-browse sessions Configuration features Configuration namespace Configuration objects Configuration options reference Configure Agent UI Configure Agent UI - Obsolete Configure IWD Configuring and Using General Features Contacts and interactions Create Service Channel Custom Service Block CX Contact Solutions Guide Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Deploying Genesys Softphone Designer Designer Analytics Developer Console Digital Resources Email Email namespace Emergency Block Emergency Flags Enterprise Manager Exporting External Services Blocks Facebook Chat FAQs Genesys CX Insights Support for GDPR Genesys Predictive Engagement Chat Interaction Genesys Predictive Routing Genesys Softphone architecture Genesys Task Routing setup Get Chat Transcript Block Get started with Gplus Adapter Getting started with Advanced Chat Go To Block Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce Lightning (v9) Gplus Adapter support for Service Client API Grammars & Bots Help for Article Topics How IWD works How to handle a workitem How to handle outbound calls How to handle screen pops in ServiceNow How to make outbound calls How to manage workitems HTTP REST Block Installing and Uninstalling Integrate with Genesys Hub Integrating Gplus Adapter Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating Gplus Adapter Private Edition in Lightning Integrating with Genesys Cloud CX Interaction history views Interaction namespace Internal interactions Know more about supported features Knowledge tab Log in Logging in and out Logic and Control Blocks Manage AI Integrations Manage API keys Manage SMS Keywords Media namespace Media Resources Menu Block Menu Option Block Messaging Milestone Block Monitor work items and emails Multi-channel Campaigns Navigating Agent Workspace New in this Release OLD Agent Assist tab Outbound Outbound campaigns Outbound Dialing Modes Outbound Solutions Overview Partitions Performance Tracker Permissions and Access Play Message Block Policy objects Predictive Routing Block Prepare for Office 365 integration Query VQs Block Record Block Record Utterance block Related interactions Report scheduling Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Schedule Callback Schedule validation errors and warnings Screen Pops Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Service Client API Set up IWD Setup Survey Block Shared Module Block Shared Modules Single sign on with Agent Workspace SMS Chat Special Day Block Special Days Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Standard responses Start Treatment Block Statistic Block Summary Survey Blocks System namespace Team Communicator Tenant Settings Test IWD provisioning The click-to-call feature The Contact Directory and contact management Transaction List Block Transfer Block Troubleshooting Gplus Adapter Integration with Salesforce Twitter Chat Use Workload Manager User Input Block User Interaction Blocks User Interface Using Blocks Using copy and paste for statistics Using Copy and Paste Format for Statistics Validate Phone Number Block Variables Videos: Using Workspace 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 Voice Calls Voice Mail Block Voice namespace Voicemail for Supervisors WFM Configuration Objects WFM Policy Objects What are screen pops? WhatsApp Chat Workbins Working with Gplus Adapter for Salesforce Working with TOCs Workitems

None (12) · Getting started (8) · Activity History (7) · Click-to-Dial (5) · Screen pops (4) · Gplus Adapter for Salesforce (v9) (4) · Workitems (4) · Service Client API (3) · Screen Pop (3) · Configure Agent UI (3) · Migrating to Gplus Adapter (v9) (3) · Configuring SSO (3)

Other values: ; Access and supported channels Accessibility Account Manager Activity Block Admin After Call Work Timer Agent Assist Agent Assist (test 2) Agent Assist (test) Agent namespace Agent Workspace Agent Workspace (v9) Application Workflow Applications Assign Variables Block Audio device settings Automated Message Block Basics 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 Calls Cancel Callback V2 Change Language Block Channels and the Channels tab Chat Chat Custom Message Block Chat Message Block Check for Existing Callback V2 Click-to-call Click-to-Call-In Match Block Co-browse sessions Configuration features Configuration namespace Configuration objects Configuration options reference Configure IWD Configuring and Using General Features Contacts and interactions Create Service Channel Custom Service Block CX Contact Solutions Guide Dashboard management Data Blocks Data Tables Data Tables Block Debug Block Deploying Genesys Softphone Description Designer Designer Analytics Developer Console Digital Resources Email Email namespace Emergency Block Emergency Flags Enterprise Manager Exporting External Services Blocks Facebook Chat Frequently Asked Questions Genesys Predictive Engagement Genesys Predictive Routing Genesys Softphone architecture Genesys Task Routing setup Get Chat Transcript Block Getting started with Advanced Chat Go To Block Gplus Adapter basics Gplus Adapter for Salesforce Lightning (v9) Grammars & Bots How to handle a workitem How to handle screen pops in ServiceNow HTTP REST Block Inbound calls Installing and Uninstalling Integrate with Genesys Hub Integrating Gplus Adapter Integrating Gplus Adapter in Classic Integrating Gplus Adapter in Lightning Integrating with Genesys Cloud CX Intelligent Workload Distribution Interaction history views Interaction namespace Internal interactions Knowledge tab Logging in and out Logic and Control Blocks Make outbound calls Manage inbound calls Media namespace Media Resources Menu Block Menu Option Block Messaging Milestone Block Monitor work items and emails Multi-channel Campaigns Navigating Agent Workspace New in this Release OLD Agent Assist Outbound Outbound calls Outbound campaigns Outbound Dialing Modes Outbound Solutions Overview Partitions Performance Tracker Permissions and Access Play Message Block Policy objects Predictive Routing Block Prepare for Office 365 integration Private Edition Query VQs Block Record Block Record Utterance block Related interactions Report scheduling Reporting Blocks Return Block Roles and privileges for Workload Manager users Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Schedule a callback Schedule validation errors and warnings Search, display, manage, and update work items Segmentation Block Send Chat Transcript Block Send Email Block Set up IWD Setup Survey Block Shared Module Block Shared Modules Single sign on with Agent Workspace SMS Chat Special Day Block Special Days Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Standard responses Start Treatment Block Statistic Block Summary Support for GDPR Supported features Survey Blocks System namespace Team Communicator Test IWD provisioning The Contact Directory and contact management Transaction List Block Transfer Block Troubleshooting Twitter Chat Use Workload Manager User Input Block User Interaction Blocks User Interface Using Blocks Using copy and paste for statistics Using Copy and Paste Format for Statistics Validate Phone Number Block Variables Videos: Using Workspace 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 Voice Mail Block Voice namespace Voicemail for Supervisors WFM Configuration Objects WFM Policy Objects WhatsApp Chat Workbins Working with Gplus Adapter

None (321) · ADResponse (6) · ADResponses (2) · Journey (4)

None (21) · Agent Desktop (1) · Agent Workspace (58) · Developer (9) · Digital Channels (12) · Genesys Agent Assist (2) · Genesys Softphone (11) · Gplus Adapter for Microsoft Dynamics 365 (20) · Gplus Adapter for Salesforce (35) · Gplus Adapter for ServiceNow (11) · Gplus Adapter for Siebel CRM (4) · Intelligent Workload Distribution (29) · Internal Content Administration (2) · Outbound (CX Contact) (14) · Reporting (4) · Routing and Designer (84) · Voicemail (1) · Workforce Management (15)

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 · 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 (333)

None (333)