Drilldown: Article

No (180) · 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 (9) · No (172)

None (21) · Administrator (26) · Administrator, Agent, Supervisor (1) · Administrator, Developer (1) · Administrator, Supervisor (109) · Supervisor (23)

Weekly Agent Group Utilization Dashboard (2) · Agent Group Membership Details Report (2) · Weekly Agent Group Performance Dashboard (2) · Weekly Business Attribute Dashboard (2) · Agent Login-Logout Details Report (2) · Weekly Queue Summary Dashboard (2) · Weekly Self Service Containment Dashboard (2) · Final Disposition Dashboard (2) · Agent Details Activity Report (2) · Bot Analytical Dashboard (2) · Agent State Details Report (2)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Activity Summary Report Add a Widget 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 Workspace / Workspace Web Edition (SIP) use case Agent Wrap Report Agentless Outbound Campaigns Agents reports ANI Details Dashboard ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Authentication (SSO) Billing Data reports Billing Data Server (BDS) on premises Billing Data Service (BDS) on Mixed Mode Billing Data Service (BDS) on Mixed Mode with GVP standalone Blocks Summary Report Business Metrics Executive Report Business Results reports Call Browser report filters Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign statistics Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Bots Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboard and Wallboard Examples Dashboard report filters Dashboards Designer reports Details reports Display External Content Email reports eServices statistics ETL Audit Dashboard Generalized Architecture Generate historical reports Genesys CX Insights Support for GDPR Genesys CX Insights User Management Genesys Designer Genesys Pulse Accessibility Genesys Pulse User Preferences Genesys Voice Platform (GVP) Historical Reporting / Genesys CX Insights How Reporting works Import/Export Inbound Intraday Email Process Report Inbound Voice User Report Inbound Voice with WebRTC and Web Phone 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 Milestone Path Analysis Dashboard Milestone Summary Report Mixed Mode Overview Mixed Mode Suite Level Requirements Mixed Mode Use Cases New in This Release Operational report filters Outbound Campaigns with Workspace Desktop Edition Outbound Contact reports Outbound CX Contact use case Outbound Email Report Popular Reports 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 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 Self-Service Statistics Report Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Statistic Properties Supervisor Dashboard 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 TLS for Genesys Engage Servers Transfer Dashboard Transfer Detail Report VAR report filters Voice Bots Web Real-Time Communication (WebRTC) Agents use case Widget Errors Widget Management Widget Types Work with reports Working with Dashboards and Wallboards Workspace Web Edition with eServices digital channels Workspace Web Edition with Genesys Digital Channels

None (15) · Agent Group Membership Details Report (2) · Final Disposition Dashboard (2) · Agent State Details Report (2) · Agent Login-Logout Details Report (2) · Bot Analytical Dashboard (2) · Agent Details Activity Report (2)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Activity Summary Report Add a Widget 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 Agentless Agents reports ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Authentication BDS on Mixed Mode BDS on Mixed Mode with GVP BDS on prem Billing Data reports Blocks Summary Report Business Metrics Executive Report Business Results reports Call Browser report filters Callback Details Report Callback reports Callback Summary Report Campaign Callbacks Summary Report Campaign statistics Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Chat Bots Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports CX Contact Dashboard and Wallboard Examples Dashboard report filters Dashboards Dashboards and Wallboards Designer Designer reports Details reports Digital Channels Display External Content Email reports eServices statistics ETL Audit Dashboard General Architecture Generate historical reports Genesys CX Insights User Management Genesys Pulse Accessibility Genesys Pulse User Preferences GVP How reporting works 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 Milestone Summary Report Operational report filters Outbound Contact reports Outbound Email Report Overview Popular Reports 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 Queue Dashboard Queue Outline Report Queue statistics Queue Summary Report Queues reports Real-time Reporting with Genesys Pulse Report Descriptions Report Formulas Report scheduling Reporting Resource Performance Dashboard Resource Performance Report Self-Service Statistics Report Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Statistic Properties Suite Level Requirements 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 TLS Transfer Detail Report Use Cases VAR report filters Voice Bots WDE WebRTC agents WebRTC and Web Phone Widget Errors Widget Management Widget Types Work with reports Workspace Web Edition WWE with eServices

None (174) · RealTime (7)

None (10) · Genesys Multicloud CX Mixed Mode (12) · Reporting (159)

None (1) · Administrator (3) · Deployment (22) · GVP (4) · PDMLibraryGIM (1) · RPRT (128) · RT (22)

None (45) · IVR Administration (4) · Pulse Reporting (21) · Pulse Reporting, Reporting GCXI (2) · Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI (1) · Reporting Administration GCXI (1) · Reporting GCXI (10) · Reporting, Reporting GCXI (97)

None (181)

None (181)