Drilldown: Article

None (28) · No (153) · 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 (49) · No (137)

None (82) · Administrator (77) · Administrator, Agent, Developer (1) · Administrator, Agent, Supervisor (1) · Agent, Supervisor (24) · Supervisor (1)

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

Other values: ; Access Groups Account Manager Add and manage Caller ID Advanced Input - Preprocessing Agent accounts Agent and contact center statistics Agent Setup Agent Workspace (v9) Agent Workspace settings Apply Phone Number Filters Apply Treatments Assign Weights to Contact Lists Audit Blob Storage Business attributes Call Result Record Dashboard Campaign Group Event Record Dashboard Campaign Structure and Terminology Campaigns Capacity rules Case and toast data Channels and the Channels tab Chat Chat channel options Chat options Co-browse sessions Compliance Compliance Tools Configuration features Configure a Dashboard Configure a Dashboard Row Configure global login Contact Center Settings Contact History Record Dashboard Contact List Formats, Fields, and Tables Contact options Contacts Contacts and interactions Create / Edit a Schedule Create a Campaign Group Create a Campaign Template Create a Data Mapping Schema Create a Dialing Profile Create an Analytics Dashboard Panel Create an Email Template Create an SMS Template Create and manage agent groups Create and manage agents Create and Manage Caller ID Sets Create and manage custom agent states Create and Manage List Automation Tasks Create and Manage List Rules Create and Manage User-defined Field Labels CRM Adapter CX Contact Analytics CX Contact Basics CX Contact Channels CX Contact Help CX Contact Solutions Guide Define the Calling Window (Time Constraints) Delivery and Retry Options Desktop Options Desktop Statistics Desktop Views options Device Escalation Device Import Detail Report Dashboard Dialing Modes and IVR Modes Dispositions DNs Email Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable external URLs Enable feedback Enterprise Manager Export agent accounts Exporting Facebook channel options Facebook Chat Facebook options Feedback options Filters Genesys Predictive Engagement Chat Interaction Genesys Softphone Genesys Softphone options Getting Started with CX Contact Global favorites Global Login options Gplus Adapter for Salesforce options How Agent Setup works How Agent Workspace works How Outbound works Import / Export a Dashboard and Panels Import Specification Files Import, Export, and Manage Contact Lists Installing and Uninstalling Interaction history advanced search Interaction History Advanced Search options Interaction history views Internal interactions Job Record Dashboard Lists Manage agents and other users Manage Consent Lists Manage Email Addresses Manage Suppression Lists Multi-channel Campaigns My Channels options Navigating Agent Workspace Outbound Outbound campaigns Outbound channel options Outbound Dialing Modes Outbound options Outbound Quick Start: Load a New Sub-campaign and Make a Call Outbound Schedules Dashboard Outbound Solutions Pacing and Optimization Partition-based Access Controls Platform administration Preloading Record Dashboard Recording options Related interactions Role-based Access Controls Roles Routing Routing Manager Scenario: Onboarding agents and supervisors Schedules SCXML-based Treatments Search for and Manage Contacts Service Client options Settings Sharing Business Attributes in Agent Setup SMS Chat SMS/EMAIL Record Dashboard Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Standard Response Library options Standard Response options Supervising agents Team Communicator The Contact Directory and contact management Time Zone Assignment Twitter channel options Twitter Chat Twitter options User Actions Dashboard Videos: Using Workspace View audit trail View Campaign Statistics Voice Calls Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup WhatsApp Chat Workbins Working with Global Favorites Workitem channel options Workitem options Workitems

Getting started (3) · None (2) · Single Sign-On (2) · Channel options (2) · Standard responses (2) · Templates (2) · Transactions (2) · Bulk Import (2) · Statistics options (2) · Supervisor options (2) · Agent Groups (2)

Other values: ; Access Groups Account Manager Advanced Input - Preprocessing Agent accounts Agent and contact center statistics Agent Setup Agent Workspace (v9) Agent Workspace settings Apply Phone Number Filters Apply Treatments Assign Weights to Contact Lists Audit Blob Storage Business attributes Call Result Record Dashboard Caller ID Calls Campaign Group Event Record Dashboard Campaign Structure and Terminology Campaigns Capacity rules Case and toast data Channels and the Channels tab Chat Chat channel options Chat options Co-browse sessions Compliance Compliance Tools Configuration features Configure a Dashboard Configure a Dashboard Row Configure global login Contact Center Settings Contact History Record Dashboard Contact List Formats, Fields, and Tables Contact options Contacts Contacts and interactions Create / Edit a Schedule Create a Campaign Group Create a Campaign Template Create a Data Mapping Schema Create a Dialing Profile Create an Analytics Dashboard Panel Create an Email Template Create an SMS Template Create and manage agent groups Create and manage agents Create and Manage Caller ID Sets Create and Manage List Automation Tasks Create and Manage List Rules Create and Manage User-defined Field Labels Create custom agent states CRM Adapter CX Contact Analytics CX Contact Basics CX Contact Channels CX Contact Help CX Contact Solutions Guide Define the Calling Window (Time Constraints) Delivery and Retry Options Desktop Options Desktop Statistics Desktop Views options Device Escalation Device Import Detail Report Dashboard Dialing Modes and IVR Modes Dispositions DNs Email Email addresses and mailboxes Email channel options Email Mailboxes Email options Enable external URLs Enable feedback Enterprise Manager Export agent accounts Exporting Facebook channel options Facebook Chat Facebook options Feedback options Filters Genesys Predictive Engagement Genesys Softphone Genesys Softphone options Global favorites Global Login options Gplus Salesforce options How Agent Workspace works Import / Export a Dashboard and Panels Import Specification Files Import, Export, and Manage Contact Lists Installing and Uninstalling Interaction history advanced search Interaction History Advanced Search options Interaction history views Internal interactions Job Record Dashboard Lists Manage agents Manage Consent Lists Manage Email Addresses Manage Suppression Lists Multi-channel Campaigns My Channels options Navigating Agent Workspace Outbound Outbound campaigns Outbound channel options Outbound Dialing Modes Outbound options Outbound Quick Start: Load a New Sub-campaign and Make a Call Outbound Schedules Dashboard Outbound Solutions Pacing and Optimization Partition-based Access Controls Platform administration Preloading Record Dashboard Recording options Related interactions Role-based Access Controls Roles Routing Routing Manager Scenario: Onboarding new agents Schedules SCXML-based Treatments Search for and Manage Contacts Service Client options Settings Sharing Business Attributes in Agent Setup SMS Chat SMS/EMAIL Record Dashboard Stage 1: Configuring Outbound routing Stage 2: Setting up a campaign and sub-campaign Stage 3: Dialing and call handling Stage 4: Monitoring a campaign Standard Response Library options Standard Response options Supervising agents Team Communicator The Contact Directory and contact management Time Zone Assignment Twitter channel options Twitter Chat Twitter options User Actions Dashboard Videos: Using Workspace View audit trail View Campaign Statistics Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup WhatsApp Chat Workbins Working with Global Favorites Workitem channel options Workitem options Workitems

None (183) · Journey (2) · OSHelp (1)

Agent Setup (87) · Agent Workspace (26) · Outbound (CX Contact) (73)

None (5) · Administrator (14) · Agent (24) · CXContact (56) · ManageCC (47) · Source (39) · Supervisor (1)

None (108) · Agent Setup (35) · Agent Setup, Agent Workspace (1) · Agent Setup, Designer, Platform Administration (1) · Agent Workspace, Agent Setup (1) · Agent Workspace, Agent Setup, Designer, Outbound (1) · CX Contact (33) · Outbound,Outbound Administration (1) · Platform Administration (5)

None (184) · CE01 (1) · CE16, CE18, CE19, CE27, CE29 (1)

None (186)