Drilldown: Article

None (27) · No (169) · Yes (1)

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 (39) · No (157) · Yes (1)

None (53) · Administrator (143) · Developer (1)

Templates (2) · Channel options (2) · Statistics options (2) · Bulk Import (2) · Agent Groups (2) · Transactions (2) · Single Sign-On (2) · Supervisor options (2)

Other values: ; Access Groups Activity Block Add and manage Caller ID Admin Resources Agent accounts Agent and contact center statistics Agent Setup Agent Workspace settings Application Details Application phases Application workflow Applications Assign Variables Block Audit Automated Message Block Blob Storage Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Business attributes Business Control Dashboard 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 Capacity rules Case and toast data Change Language Block Change Persona block Chat channel options Chat Custom Message Block Chat Message Block Chat options Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Configure global login Contact Center Settings Contact options Contacts Create and manage agent groups Create and manage agents Create and manage custom agent states CRM Adapter Custom Service Block Dashboard management Data Blocks Data Tables Data Tables Block Data Tables Dashboard Debug Block Deploy Designer (versions prior to v9010005) Designer Analytics Designer MicroApps Designer Store Desktop Options Desktop Statistics Desktop Views options Digital Channels in Designer Digital Resources Dispositions DNs Durations Email addresses and mailboxes Email channel options Email Mailboxes Email options Emergency Block Emergency Flags Enable external URLs Enable feedback Export agent accounts External Services External Services Blocks Facebook channel options Facebook options Feedback options File size limitations Genesys Softphone Genesys Softphone options Get Chat Transcript Block Getting started Global favorites Global Login options Go To Block Gplus Adapter for Salesforce options Heatmap How Agent Setup works HTTP REST Block Identification & Verification Inputs Interaction history advanced search Interaction History Advanced Search options Logic and Control Blocks Manage agents and other users Manage Email Addresses Media Collections Menu Block Menu Option Block Milestone Block My Channels options Outbound channel options Outbound options Partition-Based Access Control Path Permissions and Access Personas Platform administration Play Message Block Predictive Routing Block Query VQs Block Record Block Record Utterance Block Recording options Reporting Blocks Return Block Roles Route Agent Block Route Call Block Route Digital Block Routing Routing Algorithms Routing Analysis Routing Blocks Routing Manager Sankey Path Analysis Saving and Publishing Your Application Scenario: Onboarding agents and supervisors Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Service Client options Session Detail Record (SDR) Fields Reference Session Detail Records Setup Survey Block Shared Module Block Shared Modules Sharing Business Attributes in Agent Setup SMART Inbound Voice Routing Application Special Day Block Special Days Speech Grammars Spikes Standard Response Library options Standard Response options Standard responses Start Treatment Block Statistic Block Summary Sunburst Path Analysis Survey Blocks Surveys Terminate Block (Digital) Terminate Call Block Transaction List Block Transfer Block Troubleshooting Twitter channel options Twitter options User Input Block User Interaction Blocks Using the blocks Validate Phone Number Block Variables View audit trail Voice channel options Voice Mail Block Voice options Voicemail management Voicemail Management within Agent Setup Working with Global Favorites Workitem channel options Workitem options

Supervisor options (2) · Bulk Import (2) · Templates (2) · Channel options (2) · Transactions (2) · Single Sign-On (2) · Agent Groups (2) · Statistics options (2)

Other values: ; About Admin resources About Business Controls About Business Controls blocks About Callback blocks About Data blocks About External Services blocks About Logic and Control Blocks About Reporting blocks About Routing blocks About Survey blocks About User Interaction blocks Access Groups Activity Block Agent accounts Agent and contact center statistics Agent Setup Agent Workspace settings Application Details Application phases Application workflow (builds and streams) Assign Variables Block Audit Automated Message Block Blob Storage Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Bot Registry Business attributes Business Control Dashboard Business Hours Business Hours Block Call Data Block Callback Availability V2 Callback V2 Callback VQ Watermark Block Caller ID Cancel Callback V2 Capacity rules Case and toast data Change Language Block Change Persona block Chat channel options Chat Custom Message Block Chat Message Block Chat options Check for Existing Callback V2 Classify Block Click-to-Call-In Match Block Configure global login Contact Center Settings Contact options Contacts Create and manage agent groups Create and manage agents Create custom agent states CRM Adapter Custom Service Block Dashboard management Data Tables Data Tables Block Data Tables Dashboard Debug Block Deploy Designer (versions prior to v9010005) Designer Analytics Designer MicroApps Designer Store Desktop Options Desktop Statistics Desktop Views options Digital Channels Dispositions DNs Durations Email addresses and mailboxes Email channel options Email Mailboxes Email options Emergency Block Emergency Flags Enable external URLs Enable feedback Export agent accounts External Services Facebook channel options Facebook options Feedback options File size limitations Genesys Softphone Genesys Softphone options Get Chat Transcript Block Getting started Global favorites Global Login options Go To Block Gplus Salesforce options Heatmap HTTP REST Block Identification & Verification Inputs Interaction history advanced search Interaction History Advanced Search options Manage agents Manage Email Addresses Managing applications Managing Digital Resources Media collections Menu Block Menu Option Block Milestone Block My Channels options Outbound channel options Outbound options Partition-Based Access Control Path Permissions and Access Personas Platform administration Play Message Block Predictive Routing Block Query VQs Block Record Block Record Utterance Block Recording options Return Block Roles Route Agent Block Route Call Block Route Digital Block Routing Routing Algorithms Routing Analysis Routing Manager Sankey Path Analysis Saving and Publishing Your Application Scenario: Onboarding new agents Segmentation Block Send Chat Transcript Block Send Email Block Send SMS block Service Client options Session Detail Record (SDR) Fields Reference Session Detail Records Setup Survey Block Shared Module Block Shared Modules Sharing Business Attributes in Agent Setup SMART Inbound Voice Routing Application Special Day Block Special Days Speech Grammars Spikes Standard Response Library options Standard Response options Standard responses Start Treatment Block Statistic Block Summary Sunburst Path Analysis Surveys Terminate Block (Digital) Terminate Call Block Transaction List Block Transfer Block Troubleshooting Twitter channel options Twitter options User Input Block Using the blocks Validate Phone Number Block Variables View audit trail Voice channel options Voice Mail Block Voice options Voicemail management Voicemail Management within Agent Setup Working with Global Favorites Workitem channel options Workitem options

None (192) · bots (2) · email, digital (1) · Journey (2)

Agent Setup (87) · Designer (110)

None (1) · Deployment (1) · Designer (108) · Developer (1) · ManageCC (47) · Source (39)

None (54) · Agent Setup (35) · Agent Setup, Agent Workspace (1) · Agent Setup, Designer, Platform Administration (1) · Agent Workspace, Agent Setup (1) · Designer (100) · Platform Administration (5)

None (197)

None (197)