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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

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None (249) · Administrator (8) · Administrator, Developer (7) · Administrator, Supervisor (219) · Developer (45) · Supervisor (46)

API Commands (27) · Configuration (25) · Localization (15) · Engage (6) · Metadata (5) · App (5) · Agent Login-Logout Details Report (5) · Agent State Details Report (5) · Agent Group Membership Details Report (5) · Localize widgets and services (5) · Agent Details Activity Report (5)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database About This Database Reference Activity Summary Report Add a Widget Administrator Tasks Agent Adherence Report Metrics and End Notes Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent statistics Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports ANI Details Dashboard ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Billing Data reports Blocks Summary Report Bot Analytical Dashboard Business Metrics Executive Report Business Results reports Calendar Calendar Management Call Browser report filters Callback Callback Details Report Callback reports Callback Summary Report CallbackService CallUs Campaign Callbacks Summary Report Campaign statistics Campaign Summary Report Can I customize CX Insights reports? Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report ChannelSelector Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Co-browse Detail Report Co-browse reports Co-browse Summary Report CoBrowse Common Configure widgets and services Configuring Genesys Widgets Console Contact Center Dashboard Contact Center Performance Report Metrics Contact List Effectiveness Report Cookie Usage Cookies Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customizable Callback Registration Form Customizable Chat Registration Form Customize appearance Customize reports Dashboard and Wallboard Examples Dashboard report filters Dashboards Designer reports Details reports Dimension tables Display External Content Email reports Enabling Wait-lists eServices statistics Estimated Wait Time ETL Audit Dashboard Exporting data Fact tables Final Disposition Dashboard Forecasting Generate historical reports Genesys CX Insights Support for GDPR Genesys CX Insights User Management Genesys Info Mart Historical Database Reference Genesys Pulse Accessibility Genesys Pulse User Preferences Genesys Widgets Genesys Widgets extensions How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? Icons Import/Export Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Manage Report Templates Managing Overtime Milestone Path Analysis Dashboard Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer New in This Release Offers Operating and managing Genesys Info Mart Operational report filters Outbound Contact reports Outbound Email Report Overlay Overlays Primer Popular Reports Populating Genesys Info Mart data Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Pulse Manage Agents Query examples Queue Dashboard Queue Outline Report Queue statistics Queue Summary Report Queues reports Real-time Reporting with Genesys Pulse Report Descriptions Report Formulas Report scheduling Resource Performance Dashboard Resource Performance Report Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Self-Service Statistics Report SideBar Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Statistic Properties StatsService Styling the Widgets Supervisor Dashboard Supported browsers Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Template Function Library Tested browsers Time Off Primer Time-Off Bidding Toaster Transfer Dashboard Transfer Detail Report User Security Using E-mail Notifications in WFM Using WFM Task Sequences VAR report filters WebChat WebChatService Weekly Agent Group Performance Dashboard Weekly Agent Group Utilization Dashboard Weekly Business Attribute Dashboard Weekly Queue Summary Dashboard Weekly Self Service Containment Dashboard What historical reports are available in Genesys CX Insights? Widget Errors Widget Management Widget Types Widgets Bus API overview WindowManager Work with projects Work with reports Workforce Management Workforce Management ETL Database Reference Working with Dashboards and Wallboards

None (30) · API Commands (27) · Configuration (25) · Localization (15) · Agent Group Membership Details Report (5) · Engage (5) · App (5) · Agent State Details Report (5) · Localize widgets and services (5) · Metadata (5) · Agent Login-Logout Details Report (5) · Agent Details Activity Report (5) · Supported browsers (4) · Final Disposition Dashboard (4) · CallbackService (4) · Calendar (4) · Customize appearance (4) · Bot Analytical Dashboard (4)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database About This Database Reference Activity Summary Report Add a Widget Administrator Tasks Agent Adherence Report Metrics and End Notes Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Social Engagement Report Agent statistics Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Agents reports ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Calendar Management Call Browser report filters Callback Callback Details Report Callback reports Callback Summary Report Callback___ CallUs CallUs___ Campaign Callbacks Summary Report Campaign statistics Campaign Summary Report Can I customize CX Insights reports? Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report ChannelSelector ChannelSelector___ Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Co-browse___ CoBrowse Common Configure widgets and services Configuring Genesys Widgets Console Console___ Contact Center Dashboard Contact Center Performance Report Metrics Contact List Effectiveness Report Cookie Usage Cookies Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customizable Callback Registration Form Customizable Chat Registration Form Customize reports Dashboard and Wallboard Examples Dashboard report filters Dashboards Dashboards and Wallboards Designer reports Details reports Dimension tables Display External Content Email reports Enabling Wait-lists Engage___ eServices statistics Estimated Wait Time ETL Audit Dashboard Exporting data Fact tables Forecasting GCXI project Generate historical reports Genesys CX Insights User Management Genesys Info Mart Historical Database Reference Genesys Pulse Accessibility Genesys Pulse User Preferences Genesys Widgets Genesys Widgets extensions How do CX Insights reports explain what is happening in my contact center? How do I access historical reports? Icons Import/Export Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report IVR Usage Report Manage Report Templates Managing Overtime Milestone Summary Report Monitoring Performance and Adherence Multi-Forecasting Primer Offers___ Operational report filters Outbound Contact reports Outbound Email Report Overlay Overlays Primer Overlay___ Popular Reports Populating Genesys Info Mart data Pre-Agent Termination Report Predictive Routing - AHT & Queue Dashboard Predictive Routing - Model Efficiency Dashboard Predictive Routing A/B Testing Report Predictive Routing Agent Occupancy Dashboard Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Query examples Queue Dashboard Queue Outline Report Queue statistics Queue Summary Report Queues reports Real-time Reporting with Genesys Pulse Report Descriptions Report Formulas Report scheduling Resource Performance Dashboard Resource Performance Report Schedule Summary View and Reporting Scheduling Scheduling Breaks and Meals in WFM Self-Service Statistics Report SideBar SideBar___ Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Statistic Properties StatsService StatsService___ Styling the Widgets Supervisor Dashboard Support for GDPR Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Template Function Library Tested browsers Time Off Primer Time-Off Bidding Toaster Toaster___ Transfer Detail Report User Security Using E-mail Notifications in WFM Using WFM Task Sequences VAR report filters WebChat WebChatService What historical reports are available in Genesys CX Insights? Widget Errors Widget Management Widget Types Widgets Bus API overview WindowManager WindowManager___ Work with reports Workforce Management Workforce Management ETL Database Reference

None (560) · RealTime (14)

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

Administrator (6) · CX Insights (87) · Developer (11) · Developers (49) · GCAPI (4) · GCDeveloper (7) · GIM (2) · GIMPEGuide (1) · GVP (8) · PDMLibraryGIM (2) · RPRT (258) · RT (44) · SDK (95)

None (302) · IVR Administration (8) · Pulse Reporting (42) · Pulse Reporting, Reporting GCXI (4) · Reporting Administration GCXI (2) · Reporting Administration GCXI, Reporting GCXI (1) · Reporting GCXI (21) · Reporting, Reporting GCXI (194)

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None (574)