Drilldown: Article

None (25) · No (219) · 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 (46) · No (200)

None (64) · Administrator (48) · Administrator, Agent, Supervisor (1) · Administrator, Developer (1) · Administrator, Supervisor (109) · Supervisor (23)

Supervisor options (2) · Agent State Details Report (2) · Transactions (2) · Templates (2) · Statistics options (2) · Bulk Import (2) · Bot Analytical Dashboard (2) · Agent Login-Logout Details Report (2) · Weekly Agent Group Performance Dashboard (2) · Weekly Agent Group Utilization Dashboard (2) · Agent Groups (2) · Weekly Business Attribute Dashboard (2) · Agent Group Membership Details Report (2) · Weekly Queue Summary Dashboard (2) · Weekly Self Service Containment Dashboard (2) · Agent Details Activity Report (2) · Final Disposition Dashboard (2) · Channel options (2) · Single Sign-On (2)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Access Groups Activity Summary Report Add a Widget Add and manage Caller ID Agent accounts Agent and contact center statistics 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 Setup 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 settings Agent Wrap Report Agents reports ANI Details Dashboard ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Audit Billing Data reports Blob Storage Blocks Summary Report Business attributes 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 Capacity rules Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Case and toast data Chat channel options Chat Engagement Report Chat Message Statistics Report Chat options Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configure global login Contact Center Dashboard Contact Center Settings Contact List Effectiveness Report Contact options Contacts Create and manage agent groups Create and manage agents Create and manage custom agent states CRM Adapter 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 Desktop Options Desktop Statistics Desktop Views options Details reports Display External Content Dispositions DNs Email addresses and mailboxes Email channel options Email Mailboxes Email options Email reports Enable external URLs Enable feedback eServices statistics ETL Audit Dashboard Export agent accounts Facebook channel options Facebook options Feedback options Generate historical reports Genesys CX Insights Support for GDPR Genesys CX Insights User Management Genesys Pulse Accessibility Genesys Pulse User Preferences Genesys Softphone Genesys Softphone options Getting started Global favorites Global Login options Gplus Adapter for Salesforce options How Agent Setup works How Reporting works Import/Export Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction history advanced search Interaction History Advanced Search options 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 agents and other users Manage Email Addresses Manage Report Templates Milestone Path Analysis Dashboard Milestone Summary Report My Channels options New in This Release Operational report filters Outbound channel options Outbound Contact reports Outbound Email Report Outbound options Platform administration 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 Recording options Report Descriptions Report Formulas Report scheduling Resource Performance Dashboard Resource Performance Report Roles Routing Routing Manager Scenario: Onboarding agents and supervisors Self-Service Statistics Report Service Client options Sharing Business Attributes in Agent Setup Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Standard Response Library options Standard Response options Standard responses 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 Transfer Dashboard Transfer Detail Report Twitter channel options Twitter options VAR report filters View audit trail Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup Widget Errors Widget Management Widget Types Work with reports Working with Dashboards and Wallboards Working with Global Favorites Workitem channel options Workitem options

None (16) · Agent Groups (2) · Final Disposition Dashboard (2) · Bulk Import (2) · Bot Analytical Dashboard (2) · Single Sign-On (2) · Statistics options (2) · Supervisor options (2) · Agent State Details Report (2) · Templates (2) · Transactions (2) · Agent Login-Logout Details Report (2) · Channel options (2) · Agent Group Membership Details Report (2) · Agent Details Activity Report (2)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Access Groups Activity Summary Report Add a Widget Agent accounts Agent and contact center statistics 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 Setup 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 settings Agent Wrap Report Agents reports ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report Audit Billing Data reports Blob Storage Blocks Summary Report Business attributes Business Metrics Executive Report Business Results reports Call Browser report filters Callback Details Report Callback reports Callback Summary Report Caller ID Campaign Callbacks Summary Report Campaign statistics Campaign Summary Report Capacity rules Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Case and toast data Chat channel options Chat Engagement Report Chat Message Statistics Report Chat options Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse Summary Report Configure global login Contact Center Dashboard Contact Center Settings Contact List Effectiveness Report Contact options Contacts Create and manage agent groups Create and manage agents Create custom agent states CRM Adapter Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboard and Wallboard Examples Dashboard report filters Dashboards Dashboards and Wallboards Designer reports Desktop Options Desktop Statistics Desktop Views options Details reports Display External Content Dispositions DNs Email addresses and mailboxes Email channel options Email Mailboxes Email options Email reports Enable external URLs Enable feedback eServices statistics ETL Audit Dashboard Export agent accounts Facebook channel options Facebook options Feedback options Generate historical reports Genesys CX Insights User Management Genesys Pulse Accessibility Genesys Pulse User Preferences Genesys Softphone Genesys Softphone options Getting started Global favorites Global Login options Gplus Salesforce options How reporting works Import/Export Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction history advanced search Interaction History Advanced Search options 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 agents Manage Email Addresses Manage Report Templates Milestone Summary Report My Channels options Operational report filters Outbound channel options Outbound Contact reports Outbound Email Report Outbound options Platform administration 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 Recording options Report Descriptions Report Formulas Report scheduling Resource Performance Dashboard Resource Performance Report Roles Routing Routing Manager Scenario: Onboarding new agents Self-Service Statistics Report Service Client options Sharing Business Attributes in Agent Setup Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Standard Response Library options Standard Response options Standard responses Statistic Properties 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 Transfer Detail Report Twitter channel options Twitter options VAR report filters View audit trail Voice channel options Voice options Voicemail management Voicemail Management within Agent Setup Widget Errors Widget Management Widget Types Work with reports Working with Global Favorites Workitem channel options Workitem options

None (237) · Journey (2) · RealTime (7)

Agent Setup (87) · Reporting (159)

None (2) · Administrator (3) · GVP (4) · ManageCC (47) · PDMLibraryGIM (1) · RPRT (128) · RT (22) · Source (39)

None (67) · Agent Setup (35) · Agent Setup, Agent Workspace (1) · Agent Setup, Designer, Platform Administration (1) · Agent Workspace, Agent Setup (1) · IVR Administration (4) · Platform Administration (5) · 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 (246)

None (246)