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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 (156) · Agent (1) · Developer (1)

None (2) · Callback reports (2) · Logging in (2) · Outbound Contact reports (2)

Other values: ; Ability to Reset Multiple User Tests Adding an image to your certificate Adding Text to a certificate Admin Report User Filter – Hierarchy Admin Reports Agent Activity Business Result report Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agents reports Answering Calls Appendix 1: Optional Components Assessment Report Assigning Assessments to Individual Users Assigning Users based on Hierarchy Assigning your certificate to an assessment Authentication Automatically Importing KPI Data Branding Built-In Roles Business Results reports Calculated Data Calculated Data Status Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Changing your Status Chat reports Co-browse reports Configuring and running Data Uploader for OrgData uploads Configuring Email Settings Configuring GIS Authentication Contact List Effectiveness Report Create Customizable Certificates per Assessment Create New Roles Creating an Assessment Creating and Managing Users Creating Certificates Creating Feedback Assessments Creating Knowledge Nudges Creating Learning Items Creating New Base Data Definitions from a Spreadsheet Dashboards Data Issues Data Type Data Visualization Date Range Date Restrictions on Assessments Defining and Managing Roles Deleting Learning Items Deleting Previously Imported Data Designer reports Details reports DNA Comparison DNA Import Service DNA User Progress Graph Duration Column within the User Result Detail Report Editing Learning Items Email Notification Service Email reports Enabling Email Events Event Settings Feature Notes Feedback Deployment Models Feedback Report Feedback Results Report Filtering View of Learning Items General Settings Genesys EWM Learning Item Integration Genesys Multicloud CX reports Groups Hierarchy Import Functionality How autogranting works HTTPS Support Import KPI Data Import/Export Installing Data Uploader Interaction Flow Details report Interaction Handling Attempt Details report Knowledge Nudge Reports Knowledge Nudges Learning Item Drilldown Learning Items LMS Learning Item Integration Loading and Saving Filters Loading Report Filters Logging in and out Manage Assessments Managing and Viewing Crystal Reports Managing Base Data Definitions with Excel Managing Learning Items Managing User Permissions Manually Importing KPI data Multi-site trading My DNA New Calculated Data Form Objective Actions Screen PDR Admin Page PDR Dashboard Page PDR Dashboard Widget PDR Defined Review Windows PDR Email Notifications PDR Page PDR Potential Assessment Performance DNA Administration Guide Personal Development Review Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prerequisites Printing an Assessment Process OrgData Question Response Summary Queue Summary Customer Segment report Queues reports Recalling Awarded Certificates Reporting Parameters Reports Restore Branding to Defaults Restricting Report Results Rules-based Assignments Scheduling the Data Uploader to run daily Searching and filtering Calculated Data Setting Branding Setting the number of objective targets for users SkillsAnalysis SkillsDNA Creation Skillsroute Strand Selector System Settings The Timeseries Graph Update Routing Skills from DNA Updating Base Data Definitions from a Spreadsheet User Drilldown User Feedback Response Percentages User Fields User Result Detail User Selection Users Using the Report Filters Option View of Calculated Data Viewing exception totals Viewing Reports Widgets

None (5) · Outbound Contact reports (2) · Callback reports (2)

Other values: ; Ability to Reset Multiple User Tests Adding an image to your certificate Adding Text to a certificate Admin Report User Filter – Hierarchy Admin Reports Agent Activity Business Result report Agent Group Membership Details report Agent Login-Logout Details report Agent Not Ready Reason Code Details report Agent Outbound Campaign Report Agent State Details report Agent Time report Agents reports Appendix 1: Optional Components Assessment Report Assigning Assessments to Individual Users Assigning Users based on Hierarchy Assigning your certificate to an assessment Authentication Automatically Importing KPI Data Branding Built-In Roles Business Results reports Calculated Data Calculated Data Status Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat reports Co-browse reports Configuring and running Data Uploader for OrgData uploads Configuring Email Settings Configuring GIS Authentication Contact List Effectiveness Report Create Customizable Certificates per Assessment Create New Roles Creating an Assessment Creating and Managing Users Creating Certificates Creating Feedback Assessments Creating Knowledge Nudges Creating Learning Items Creating New Base Data Definitions from a Spreadsheet Dashboards Data Issues Data Type Data Visualization Date Range Date Restrictions on Assessments Defining and Managing Roles Deleting Learning Items Deleting Previously Imported Data Designer reports Details reports DNA Comparison DNA Import Service DNA User Progress Graph Duration Column within the User Result Detail Report Editing Learning Items Email Notification Service Email reports Enabling Email Events Event Settings Feature Notes Feedback Deployment Models Feedback Report Feedback Results Report Filtering View of Learning Items General Settings Genesys EWM Learning Item Integration Genesys Multicloud CX reports Groups Hierarchy Import Functionality How autogranting works HTTPS Support Import KPI Data Import/Export Installing Data Uploader Interaction Flow Details report Interaction Handling Attempt Details report Knowledge Nudge Reports Knowledge Nudges Learning Item Drilldown Learning Items LMS Learning Item Integration Loading and Saving Filters Loading Report Filters Logging In Logging in and out Manage Assessments Managing and Viewing Crystal Reports Managing Base Data Definitions with Excel Managing Learning Items Managing User Permissions Manually Importing KPI data Multi-site trading My DNA New Calculated Data Form Objective Actions Screen PDR Admin Page PDR Dashboard Page PDR Dashboard Widget PDR Defined Review Windows PDR Email Notifications PDR Page PDR Potential Assessment Performance DNA Administration Guide Personal Development Review Predictive Routing A/B Testing Report Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Prerequisites Printing an Assessment Process OrgData Question Response Summary Queue Summary Customer Segment report Queues reports Recalling Awarded Certificates Reporting Parameters Reports Restore Branding to Defaults Restricting Report Results Rules-based Assignments Scheduling the Data Uploader to run daily Searching and filtering Calculated Data Setting Branding Setting the number of objective targets for users SkillsAnalysis SkillsDNA Creation Skillsroute Strand Selector System Settings The Timeseries Graph Update Routing Skills from DNA Updating Base Data Definitions from a Spreadsheet User Drilldown User Feedback Response Percentages User Fields User Result Detail User Selection Users Using the Report Filters Option View of Calculated Data Viewing exception totals Viewing Reports Widgets

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Genesys Agent Assist (2) · Genesys Skills Management (115) · Gplus Adapter for Microsoft Dynamics 365 (3) · Reporting (34) · Workforce Management (4)

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

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None (158)