Drilldown: Article

No · None · Yes · {{{Standalone}}} · Other

ATC (11) · Draft:ATC (10) · Draft:Solution (7) · Solution (6) · Draft:WID (5) · Draft:PEC-WFM (5) · Draft:GAM (4) · PEC-WFM (4) · WID (3) · GAM (3) · Draft:Docker (3) · Draft:PEC-GSM (3) · Draft:PEC-GS (2) · Draft:PEC-OU (2) · PEC-AD (2) · Draft:PEC-Dev (2) · PEC-OU (2) · Draft:PEC-AD (2) · PEC-GS (2)

Other values: ; Draft:ContentAdmin Draft:GAWFM Draft:PE-GPR Draft:PEC-AS Draft:PEC-CAB Draft:PEC-CDDS Draft:PEC-Chat Draft:PEC-COB Draft:PEC-DC Draft:PEC-Email Draft:PEC-GPA Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-REC Draft:PEC-REP Draft:PEC-ROU Draft:PEC-VM Draft:PEC-Voice Draft:QNA Draft:Usecases PE-GPR PEC-AS PEC-CAB PEC-CDDS PEC-Chat PEC-COB PEC-DC PEC-Email PEC-GPA PEC-IVR PEC-IWD PEC-REC PEC-REP PEC-ROU PEC-VM PEC-Voice

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 (9) · No (103) · Yes (2)

None (53) · Administrator (19) · Administrator, Agent (4) · Administrator, Agent, Developer (2) · Administrator, Agent, Supervisor (16) · Administrator, Developer (6) · Administrator, Developer, Supervisor (4) · Agent, Supervisor (4) · Developer (6)

Other values: ; 3rd Party and Open Source Software Used All Use Cases Base Images Customer Service Automation Solution Guide (Genesys Multicloud CX) Deploying Widgets Developer Sandbox Docker Compose Docker Hub Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide Gamification Solution Guide Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX APIs Genesys Predictive Engagement - Salesforce Lightning integration Genesys Predictive Engagement for Genesys Cloud CX Solution Guide Genesys Predictive Engagement Glossary Genesys Predictive Engagement overview Genesys Predictive Engagement resources for developers Genesys Skills Management API Guide Genesys Softphone for Agents and Supervisors Genesys Widgets overview Getting Started with CX Contact How Agent Setup works How Agent Workspace works How Callback works How Chat works How Cloud Data Download Service works How Co-browse works How Digital Channels works How Email works How Genesys Softphone works How Gplus Adapter for Salesforce works How Intelligent Workload Distribution works How IVR works How Outbound works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How Reporting works How Routing works How Voice works How Widgets works How Workforce Management works Integrating Genesys Predictive Engagement into Genesys Engage on-premises Integration with Genesys Widgets Journey history data retention period change Knowledge Search Service - Quick start guide Managing Accessibility for Agent Workspace Microsoft Teams integration with Genesys Multicloud CX nGAGEMENT overview nGAGEMENT permissions nGAGEMENT system requirements Outcome limitation change Performance DNA Moodle Integration Setup Guide Prepare widgets for Genesys Predictive Engagement Prerequisites for Genesys Multicloud CX Deployments Provisioning Genesys Multicloud CX Hybrid Integrations Required Genesys Cloud CX domains test2 Testing purposes only TestStandalone Using Predictive Engagement in Genesys Multicloud CX Voicemail for agents and supervisors WebChat Widget WFM Web Content Accessibility Which version am I using? Workforce Management Product Alerts

None (27)

Other values: ; Accessibility for Agent Workspace AutoSolutions Callback Co-browse Deploying Widgets Email Engage Widget Enhanced 911 (E911) Emergency Dialing Solution Guide Gamification Solution Guide Genesys Multicloud CX AI-Powered Forecasting Genesys Predictive Engagement for Genesys Cloud CX Solution Guide Genesys Predictive Engagement in Genesys Engage on-premises Genesys Predictive Engagement overview Genesys Skills Management API Guide Genesys Widgets overview Getting Started Gplus Adapter SF How Agent Workspace works How Chat works How Digital Channels works How Genesys Softphone works How IVR works How IWD works How Predictive Routing works How Recording, Quality Management and Speech Analytics works How reporting works How routing works How voice works How Widgets works How Workforce Management works Integration with Genesys Widgets Knowledge Search Service Microsoft Teams integration nGAGEMENT overview nGAGEMENT permissions Performance DNA Moodle Integration Setup Guide Prepare widgets for Genesys Predictive Engagement Prerquisites Provisioning Required Genesys Cloud CX domains System requirements test2 Testing purposes only Third party Using Predictive Engagement in Genesys Multicloud CX Voicemail for agents and supervisors WebChat Widget WFM Web Content Accessibility

None · WebChat · Modules · ArchFlow · JourneyData · RealTime · Segments · Journey · sr · ContentOffers · WebMessaging · DevTracking · WebActions · Analytics · Outcomes · UtilityMethods · EventsMethods · ActionMaps · bots · Sessions

Other values: ; ADResponse ADResponses AgentDesktopHelm AuthenticationHelm BasicApp CX ContactHelm CallbackClickToCall CallbackHelm Compliance Cookies DesignerHelm Digital ChannelsHelm EmailHelm EventStreamHelm FormTrackAPI FreqCap GCXIHelm GIMHelm GPR Data Upload GPRAnalysis GPRDataUpload GVPHelm GWSHelm Genesys PulseHelm IWD Data MartHelm Intelligent Workload DistributionHelm InteractionServerHelm Journey Shaping Metrics OSHelp Outbound ReportingAnalyticsHelm Segments, Outcomes, ActionMaps TelemetryHelm UCSHelm UserComms VoiceHelm VoiceMicroservicesHelm WebChatService WebRTCHelm WebTrackingLimit api.session deploydigital email, digital initialization methods

None (3) · Agent Setup (2) · Agent Workspace (4) · Callback (2) · Chat (2) · Cloud Data Download Service (2) · Co-Browse (2) · Digital Channels (2) · Email (2) · Genesys Docker Documentation (3) · Genesys Predictive Engagement (21) · Genesys Predictive Routing (2) · Genesys Recording, Quality Management, and Speech Analytics (2) · Genesys Skills Management (3) · Genesys Softphone (4) · Gplus Adapter for Salesforce (2) · Gplus Adapter for WFM (1) · Intelligent Workload Distribution (2) · Internal Content Administration (1) · IVR Administration (2) · nGAGEMENT (7) · Outbound (CX Contact) (4) · QnA Service (1) · Reporting (2) · Routing and Designer (2) · Solutions (13) · Voice (2) · Voicemail (2) · Widgets (8) · Workforce Management (9)

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 (71) · Agent Setup (2) · Agent Setup, Cloud Data Download Service (2) · Agent Workspace (5) · Agent Workspace, Agent Setup (2) · Agent Workspace, Agent Setup, Designer (4) · Agent Workspace, Agent Setup, Designer, Outbound (2) · Agent Workspace, Agent Setup, Digital Channels (2) · Agent Workspace, Agent Setup, Intelligent Workload Distribution (2) · Agent Workspace, Platform Administration (2) · Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI (2) · CX Contact (2) · Designer (2) · Designer, Platform Administration (2) · GPR Core Platform (2) · IVR Administration (2) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (2) · Recording (2) · Workforce Administration (2) · Workforce Administration, Workforce Management (2)

None (92) · BO02, BO03 (2) · CE01 (4) · CE01, CE02, CE03 (2) · CE09,CE10 (2) · CE16 (2) · CE16, CE18, CE19, CE27, CE29 (2) · CE27 (2) · CE31, CE41, EE31 (2) · EE01, EE02, EE03, EE10-A, EE28 (2) · SL09 (2)

None (114)