Drilldown: Article

None (42) · No (156) · Yes (2)

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 (66) · No (134)

None · Administrator · Administrator, Supervisor · Supervisor · Developer · Agent · Agent, Supervisor · Administrator, Developer · Administrator, Agent, Supervisor · Staff · Administrator, Agent · Administrator, Developer, Supervisor · Administrator, Agent, Developer · Administrator, Agent, Developer, Supervisor · Administrator, Reviewer · Adminstrator · Other

Getting started (6) · Logging in and out (5) · Templates (3) · Service Client API (2) · Viewing exception totals (2) · How autogranting works (2) · Email namespace (2) · Developer Sandbox (2) · Interaction namespace (2) · System namespace (2) · Trading (2) · Configuration namespace (2) · Voice namespace (2) · Overview (2) · Agent namespace (2) · Media namespace (2) · WFM Primers (2) · Multi-site trading (2)

Other values: ; Add/Remove Scenario Elements Wizard Adding exceptions to your schedule Adherence Reports Adjusting and splitting volumes Agent accounts Agent Groups Agent Setup Agent Workspace settings Audit Audit Reports Bidding Bidding on overtime Building staffing Building volumes Bulk Import Calendar Reports Capacity rules Channel options Chat options Cleanup Master Schedule Window Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration Configuration objects Configuration Reports Contact Center Settings Contact options Create and manage agent groups Create and manage agents Creating trade proposals CRM Adapter Date Selectors Delete Multiple Wizard Desktop Options Desktop Statistics Developer Console Edit Multiple Wizard Editing Schedule Items Email Mailboxes Email options Facebook options Fact tables Feedback options Forecast Reports Forecasts Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX APIs Genesys Softphone options Global Login options How bidding works Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating with Genesys Cloud CX Interaction History Advanced Search options Intra-Day Schedule Rebuild Wizard Logging Off Manage Email Addresses Managing multi-site trade proposals Managing overlays and events Managing shrinkage data Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests 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 Modify Individual Agents' Schedules My Channels options New Schedule Scenario Wizard Optimizing the UI display Outbound options Overlays Overtime Bidding Performance Reports Policies Reports Policy objects Preferences Publishing and Extracting Schedules Recording options Reports Reports List Reports Scheduler Required and split staffing methods Reviewing Messages Routing Manager Scenario Agent-Extended View Scenario Coverage View Scenario Intra-Day View Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario State Group Totals Scenario Summary View Scenario Weekly View Scenarios Schedule Schedule Bidding Schedule Build Wizard Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios 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 Security and accessibility Service Client options Sharing Business Attributes in Agent Setup Shrinkage in scenarios Single Sign-On Staffing in scenarios Standard Response Library options Standard Response options Statistics options Supervisor options The Supervisor's window Time off Transactions Twitter options 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 Voice options Volumes in scenarios Weekly Schedule Reports 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 Working with Global Favorites Workitem options

Getting started (6) · Logging in and out (5) · Templates (3) · Media namespace (2) · Viewing exception totals (2) · Overview (2) · Interaction namespace (2) · How autogranting works (2) · Email namespace (2) · Service Client API (2) · Developer Sandbox (2) · System namespace (2) · Trading (2) · Configuration namespace (2) · Multi-site trading (2) · WFM Primers (2) · Voice namespace (2) · Agent namespace (2)

Other values: ; Add/Remove Scenario Elements Wizard Adding exceptions to your schedule Adherence Reports Adjusting and splitting volumes Agent accounts Agent Groups Agent Setup Agent Workspace settings Audit Audit Reports Bidding Bidding on overtime Building staffing Building volumes Bulk Import Calendar Reports Capacity rules Channel options Chat options Cleanup Master Schedule Window Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Configuration Configuration objects Configuration Reports Contact Center Settings Contact options Create and manage agent groups Create and manage agents Creating trade proposals CRM Adapter Date Selectors Delete Multiple Wizard Desktop Options Desktop Statistics Developer Console Edit Multiple Wizard Editing Schedule Items Email Mailboxes Email options Facebook options Fact tables Feedback options Forecast Reports Forecasts Genesys Multicloud CX AI-Powered Forecasting Genesys Multicloud CX APIs Genesys Softphone options Global Login options How bidding works Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Integrating with Genesys Cloud CX Interaction History Advanced Search options Intra-Day Schedule Rebuild Wizard Logging Off Manage Email Addresses Managing multi-site trade proposals Managing overlays and events Managing shrinkage data Managing single-site trades proposals Managing templates Managing your preferences Managing your schedule bid assignments Managing your time-off requests 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 Modify Individual Agents' Schedules My Channels options New Schedule Scenario Wizard Optimizing the UI display Outbound options Overlays Overtime Bidding Performance Reports Policies Reports Policy objects Preferences Publishing/Extracting Schedules Recording options Reports Reports List Reports Scheduler Required and split staffing methods Reviewing Messages Routing Manager Scenario Agent-Extended View Scenario Coverage View Scenario Intra-Day View Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario State Group Totals Scenario Summary View Scenario Weekly View Scenarios Schedule Schedule Bidding Schedule Build Wizard Schedule Marked Time Reports Schedule Rebuild Wizard Schedule Reports Schedule Scenarios 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 Security and accessibility Service Client options Sharing Business Attributes in Agent Setup Shrinkage in scenarios Single Sign-On Staffing in scenarios Standard Response Library options Standard Response options Statistics options Supervisor options The Supervisor's window Time off Transactions Twitter options 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 Voice options Volumes in scenarios Weekly Schedule Reports Workforce Management 8.5 Agent Help Workforce Management 8.5 Supervisor Help Workforce Management 8.5 Web for Supervisors (Classic) Help Working with Global Favorites Workitem options

None (199) · Journey (1)

Agent Setup (43) · Developer (20) · Workforce Management (137)

None (2) · Administrator (20) · Agent (6) · ETLRef (1) · ManageCC (4) · SCAPI (8) · Source (39) · Super (33) · Supervisor (66) · SupervisorHelp (21)

None (200)

None (200)

None (200)