Drilldown: Article

None (20) · No (254) · Yes (5)

Draft:PEC-REP · PEC-REP · Draft:PEC-WFM · PEC-WFM · Draft:ATC · Draft:PEC-GSM · ATC · Draft:WID · Draft:ContentAdmin · Draft:DES · DES · Draft:PEC-AS · Draft:PEC-ROU · Draft:PEC-Developer · Draft:PEC-REC · Draft:PEC-OU · Draft:PrivateEdition · Draft:GAWFM · PEC-OU · Draft:ReleaseNotes

Other values: ; &single AUTH Blueprints ContentAdmin DC Developer Docker Documentation:PEC-REP Draft:AS Draft:AUTH Draft:AppStudio Draft:BDS Draft:Blueprints Draft:CC-SelfHelp Draft:CSDT Draft:CustomerCare Draft:DC Draft:Developer Draft:Docker Draft:FieldSupport Draft:GAA Draft:GAM Draft:GAMD Draft:GASL Draft:GASN Draft:GDE Draft:GDL Draft:GPR Draft:GPWFM Draft:GVP Draft:GWS Draft:GenesysEngageMulticloud Draft:HCA Draft:IXN Draft:Mixed Draft:PE-GPR Draft:PEC-AD Draft:PEC-Admin Draft:PEC-Agent Draft:PEC-CAB Draft:PEC-CDDS Draft:PEC-COB Draft:PEC-Chat Draft:PEC-DC Draft:PEC-Dev Draft:PEC-DevC Draft:PEC-ES Draft:PEC-Email Draft:PEC-GPA Draft:PEC-GS Draft:PEC-IVR Draft:PEC-IWD Draft:PEC-PA Draft:PEC-SF Draft:PEC-Super Draft:PEC-VM Draft:PEC-Voice Draft:PEC-test Draft:PEP-DC Draft:POR Draft:ProductSupport Draft:QNA Draft:RN Draft:ROU Draft:SF Draft:STRMS Draft:Sizing Draft:Solution Draft:System Draft:TLM Draft:UCS Draft:UCSales Draft:UDM Draft:Usecases Draft:VM Draft:WFM Draft:WebRTC GAA GAM GAMD GASL GASN GDE GDL GVP GWS GenesysEngageMulticloud IXN Mixed PE-GPR PEC-AD PEC-AS PEC-Admin PEC-Agent PEC-CAB PEC-CDDS PEC-COB PEC-Chat PEC-DC PEC-Developer PEC-ES PEC-Email PEC-GPA PEC-GS PEC-IVR PEC-IWD PEC-PA PEC-REC PEC-ROU PEC-Super PEC-VM PEC-Voice PrivateEdition QNA RN ROU ReleaseNotes STRMS Solution System TLM TestSOW UCS UCSales UDM UseCases User:Jdruker User:Jose.druker@genesys.com User:Jumunn User:Marudhu.pandian@genesys.com User:Tgilchri VM WID WebRTC

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 (23) · No (256)

None (137) · Administrator (23) · Administrator, Agent, Supervisor (2) · Agent (29) · Developer (1) · Supervisor (87)

Logging in and out (5) · Getting started (5) · WFM Primers (3) · Viewing exception totals (3) · How autogranting works (3) · Configuration (3) · Multi-site trading (3) · Overview (3) · Trading (3)

Other values: ; Activities Add Calendar Items Wizard Add Overhead Wizard Add/Remove Scenario Elements Wizard Adding Breaks and Meals to Shifts Adding exceptions to your schedule Adherence Adherence Reports Adherence Views Adjusting and splitting volumes Agent Contracts and Rotating Patterns Agents Agents Time Off Associating Agents with Rotating Patterns Audit Reports Availability Patterns Bidding Bidding on overtime Building staffing Building staffing for multiple activities Building volumes Business Units Calendar Calendar Management Calendar Reports Cleanup Master Schedule Window Colors Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration objects Configuration Reports Configuring Bidding Periods Contract Constraints Contract Shifts, Agents, and Profiles Contracts Contracts Site Settings Creating Activity Sets and Groups Creating trade proposals Date Selectors Day Off and Weekend Rules Default forecasting objectives Delete Multiple Wizard Dimension tables Edit Multiple Wizard Editing Schedule Items Enabling Wait-lists Exception Types Fact tables Filtering, Options, and Preference Statuses Find Events Forecast Reports Forecast Scenario Overheads View Forecast Scenarios Forecast Scenarios View Forecast Templates Forecasting Forecasts Genesys Multicloud CX AI-Powered Forecasting Graph View Options Historical Data How bidding works How Workforce Management works Import Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating with Genesys Cloud CX Intra-Day Schedule Rebuild Wizard Logging Off Managing multi-site trade proposals Managing overlays and events Managing Overtime Managing shrinkage data Managing single-site trade proposals Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests Marked Time Master Forecast Master Forecast Cleanup and Graph Options Master Forecasts Master Schedule Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Meetings Modify Individual Agents' Schedules Monitoring Performance and Adherence Multi-Forecasting Primer Multi-Site Activities New Forecast Wizard New Schedule Scenario Wizard NFW: General Parameters NFW: Select Activity Notifications Optimizing the UI display Organization Overlays Overlays Primer Overtime Bidding Performance Performance Alerts View Performance Intra-Day View Performance Monitor View Performance Options Dialog Box Performance Reports Policies Policies Reports Policy objects Preface Preferences Publishing and Extracting Forecasts Publishing and Extracting Schedules Purge procedures and parameters Query examples Reports Reports List Reports Scheduler Required and split staffing methods Required Staffing Wizard Review Requests and Messages Dialogs Reviewing Messages Role Privileges Roles Rotating Patterns Rotating Patterns Properties Scenario Agent-Extended View Scenario Coverage View Scenario Graphs View Scenario Intra-Day View Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario Staffing View Scenario State Group Totals Scenario Summary View Scenario Volumes View Scenario Weekly View Scenarios Schedule Schedule Bidding Schedule Build Wizard Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Groups Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Schedule validation errors and warnings Scheduled Budget and Agent Comments Reports Schedules Scheduling Scheduling Breaks and Meals in WFM Security and accessibility Service and Control tables Shared Transport Shift synchronization Shifts Shrinkage in scenarios Sites Staffing Build Wizard Staffing Build Wizard for Multiple Activities Staffing in scenarios Staffing Split Wizard Statistics Swap Agent Schedules Wizard Task and Shift Sequences Templates The Supervisor's window Time off Time Off Primer Time Zones Time-Off Bidding Time-Off Limits Time-Off Rules Time-Off Types User Security Users Using availability patterns Using common settings and controls Using copy and paste for statistics Using shared transport Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Volumes Build Wizard Volumes in scenarios Volumes Split Wizard Weekly Schedule Reports WFM E-mail Notifications WFM Metrics WFM Task Sequences WFM Web Content Accessibility What-If Window Which version am I using? Workforce Management 8.5 Agent Help Workforce Management 8.5 Supervisor Help Workforce Management 8.5 Web for Supervisors (Classic) Help Workforce Management API Reference Workforce Management Product Alerts

Logging in and out (5) · Getting started (5) · Configuration (3) · Trading (3) · How autogranting works (3) · Multi-site trading (3) · WFM Primers (3) · Overview (3) · Viewing exception totals (3)

Other values: ; Activities Add Calendar Items Wizard Add Overhead Wizard Add/Remove Scenario Elements Wizard Adding Breaks and Meals to Shifts Adding exceptions to your schedule Adherence Adherence Reports Adherence Views Adjusting and splitting volumes Agent Contracts and Rotating Patterns Agents Agents Time Off API Reference Associating Agents with Rotating Patterns Audit Reports Availability Patterns Bidding Bidding on overtime Building staffing Building staffing for multiple activities Building volumes Business Units Calendar Calendar Management Calendar Reports Cleanup Master Schedule Window Colors Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration objects Configuration Reports Configuring Bidding Periods Contract Constraints Contract Shifts, Agents, and Profiles Contracts Contracts Site Settings Creating Activity Sets and Groups Creating trade proposals Date Selectors Day Off and Weekend Rules Default forecasting objectives Delete Multiple Wizard Dimension tables Edit Multiple Wizard Editing Schedule Items Enabling Wait-lists Exception Types Fact tables Filtering, Options, and Preference Statuses Find Events Forecast Reports Forecast Scenario Overheads View Forecast Scenarios Forecast Scenarios View Forecast Templates Forecasting Forecasts Genesys Multicloud CX AI-Powered Forecasting Graph View Options Historical Data How bidding works How Workforce Management works Import Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating with Genesys Cloud CX Intra-Day Schedule Rebuild Wizard Logging Off Managing multi-site trade proposals Managing overlays and events Managing Overtime Managing shrinkage data Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests Marked Time Master Forecast Master Forecast Cleanup and Graph Options Master Forecasts Master Schedule Master Schedule Agent-Extended View Master Schedule Changes Approval Master Schedule Coverage View Master Schedule Intra-Day View Master Schedule Intra-Day: Accessibility and Dialogs Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Meetings Modify Individual Agents' Schedules Monitoring Performance and Adherence Multi-Forecasting Primer Multi-Site Activities New Forecast Wizard New Schedule Scenario Wizard NFW: General Parameters NFW: Select Activity Notifications Optimizing the UI display Organization Overlays Overlays Primer Overtime Bidding Performance Performance Alerts View Performance Intra-Day View Performance Monitor View Performance Options Dialog Box Performance Reports Policies Policies Reports Policy objects Preface Preferences Publish/Extract Forecasts Publishing/Extracting Schedules Purge procedures and parameters Query examples Reports Reports List Reports Scheduler Required and split staffing methods Required Staffing Wizard Review Requests and Messages Dialogs Reviewing Messages Role Privileges Roles Rotating Patterns Rotating Patterns Properties Scenario Agent-Extended View Scenario Coverage View Scenario Graphs View Scenario Intra-Day View Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario Staffing View Scenario State Group Totals Scenario Summary View Scenario Volumes View Scenario Weekly View Scenarios Schedule Schedule Bidding Schedule Build Wizard Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios Schedule State Groups Schedule State Reports Schedule Trade and Bidding Reports Schedule Validation Schedule Validation and Summary Reports Schedule validation errors and warnings Scheduled Budget and Agent Comments Reports Schedules Scheduling Scheduling Breaks and Meals in WFM Security and accessibility Service and Control tables Shared Transport Shift synchronization Shifts Shrinkage in scenarios Sites Staffing Build Wizard Staffing Build Wizard (Multiple Activities) Staffing in scenarios Staffing Split Wizard Statistics Swap Agent Schedules Wizard Task and Shift Sequences Templates The Supervisor's window Time off Time Off Primer Time Zones Time-Off Bidding Time-Off Limits Time-Off Rules Time-Off Types User Security Users Using availability patterns Using common settings and controls Using copy and paste for statistics Using shared transport Viewing other schedules Viewing preference details Viewing proposal and trade details Viewing proposals and my trades Viewing schedules in scenarios Viewing time-off bidding periods Viewing your schedule details Viewing your time-off balances Volumes Build Wizard Volumes in scenarios Volumes Split Wizard Weekly Schedule Reports WFM E-mail Notifications WFM Metrics WFM Task Sequences WFM Web Content Accessibility What-If Window Workforce Management 8.5 Agent Help Workforce Management 8.5 Supervisor Help Workforce Management 8.5 Web for Supervisors (Classic) Help

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 (1) · Workforce Management (278)

None (5) · Administrator (24) · Agent (35) · Developers (1) · ETLRef (7) · Super (33) · Supervisor (146) · SupervisorHelp (28)

None (143) · Designer, Platform Administration (1) · Workforce Administration (17) · Workforce Administration, Workforce Management (1) · Workforce Management (117)

None (278) · EE01, EE02, EE03, EE10-A, EE28 (1)

None (279)