Drilldown: Article

None (13) · No (243) · 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 (105) · No (153)

None (119) · Administrator (5) · Administrator, Agent, Supervisor (1) · Administrator, Developer (1) · Administrator, Supervisor (109) · Supervisor (23)

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

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Account: Configure Groups Account: User Management Activity Block Activity Summary Report Add a Widget Admin 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 Agents reports Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance ANI Details Dashboard ANI Details Report Application Duration Report Application Summary Report Application Workflow Applications Assign Variables Block Assisted Service Interactions by Last Milestone Report Async Interactions Report Automated Message Block Billing Data reports Blocks Summary Report Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Business Metrics Executive Report Business Results reports Call Browser report filters Call Data Block Callback Availability V2 Callback Blocks Callback Details Report Callback reports Callback Summary Report Callback V2 Callback VQ Watermark Block Campaign Callbacks Summary Report Campaign statistics Campaign Summary Report Cancel Callback V2 Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Change Language Block Chat Custom Message Block Chat Engagement Report Chat Message Block Chat Message Statistics Report Chat reports Chat Session Report Check for Existing Callback V2 Click-to-Call-In Match Block Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Custom Service Block Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboard and Wallboard Examples Dashboard management Dashboard report filters Dashboards Data Blocks Data Tables Data Tables Block Debug Block Designer Designer Analytics Designer reports Details reports Digital Resources Display External Content Email reports Emergency Block Emergency Flags eServices statistics ETL Audit Dashboard Explore the sample Designer application External Services Blocks Generate historical reports Genesys CX Insights Support for GDPR Genesys CX Insights User Management Genesys Predictive Routing Genesys Pulse Accessibility Genesys Pulse User Preferences Genesys Task Routing setup Get Chat Transcript Block Go To Block Grammars & Bots How Reporting works How Routing works HTTP REST Block 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 Logic and Control Blocks Manage Report Templates Media Resources Menu Block Menu Option Block Milestone Block Milestone Path Analysis Dashboard Milestone Summary Report New in This Release Operational report filters Outbound Contact reports Outbound Email Report Partitions Permissions and Access Play Message Block 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 Block Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Pulse Manage Agents Query VQs Block Queue Dashboard Queue Outline Report Queue statistics Queue Summary Report Queues reports R--How Does GPR Score Agents? R--Routing Scenarios Using GPR Real-time Reporting with Genesys Pulse Record Block Record Utterance block Report Descriptions Report Formulas Report scheduling Reporting Blocks Resource Performance Dashboard Resource Performance Report Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Segmentation Block Self-Service Statistics Report Send Chat Transcript Block Send Email Block Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Start Treatment Block Statistic Block Statistic Properties Summary Supervisor Dashboard Survey Answer Report Survey Blocks Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Template Function Library Transaction List Block Transfer Block Transfer Dashboard Transfer Detail Report Upload Data: Agent Profiles, Customer Profiles, and Datasets User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Validate Phone Number Block VAR report filters Variables Voice Mail Block Widget Errors Widget Management Widget Types Work with reports Working with Dashboards and Wallboards

None (15) · Agent Details Activity Report (2) · Final Disposition Dashboard (2) · Bot Analytical Dashboard (2) · Agent State Details Report (2) · Terminate Block (Digital) (2) · Terminate Call Block (2) · Agent Login-Logout Details Report (2) · Agent Group Membership Details Report (2) · Getting Started (2)

Other values: ; Abandon Delay Report About the Genesys Info Mart historical database Account: Configure Groups Account: User Management Activity Block Activity Summary Report Add a Widget Admin 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 Agents reports Analysis Reports: Lift Estimation, Feature Analysis, Agent Variance ANI Details Report Application Duration Report Application Summary Report Application Workflow Applications Assign Variables Block Assisted Service Interactions by Last Milestone Report Async Interactions Report Automated Message Block Billing Data reports Blocks Summary Report Book ASAP Callback V2 Book Scheduled Callback V2 Bot Block Business Controls Business Controls Blocks Business Hours Business Hours Block Business Metrics Executive Report Business Results reports Call Browser report filters Call Data Block Callback Availability V2 Callback Blocks Callback Details Report Callback reports Callback Summary Report Callback V2 Callback VQ Watermark Block Campaign Callbacks Summary Report Campaign statistics Campaign Summary Report Cancel Callback V2 Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Change Language Block Chat Custom Message Block Chat Engagement Report Chat Message Block Chat Message Statistics Report Chat reports Chat Session Report Check for Existing Callback V2 Click-to-Call-In Match Block Co-browse Detail Report Co-browse reports Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Custom Service Block Customer Perspective Report Customer Segment Service Level Dashboard Customer Segment Service Level Report Customize reports Dashboard and Wallboard Examples Dashboard management Dashboard report filters Dashboards Dashboards and Wallboards Data Blocks Data Tables Data Tables Block Debug Block Designer Designer Analytics Designer reports Details reports Digital Resources Display External Content Email reports Emergency Block Emergency Flags eServices statistics ETL Audit Dashboard Explore the sample Designer application External Services Blocks Generate historical reports Genesys CX Insights User Management Genesys Predictive Routing Genesys Pulse Accessibility Genesys Pulse User Preferences Genesys Task Routing setup Get Chat Transcript Block Go To Block Grammars & Bots How reporting works How routing works HTTP REST Block 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 Logic and Control Blocks Manage Report Templates Media Resources Menu Block Menu Option Block Milestone Block Milestone Summary Report Operational report filters Outbound Contact reports Outbound Email Report Partitions Permissions and Access Play Message Block 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 Block Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Predictive Routing Reports and Dashboards Query VQs Block Queue Dashboard Queue Outline Report Queue statistics Queue Summary Report Queues reports R--How Does GPR Score Agents? R--Routing Scenarios Using GPR Real-time Reporting with Genesys Pulse Record Block Record Utterance block Report Descriptions Report Formulas Report scheduling Reporting Blocks Resource Performance Dashboard Resource Performance Report Return Block Route Agent Block Route Call Block Route Digital Block Routing Algorithms Routing Blocks Sample Designer application Saving and Publishing Your Application Segmentation Block Self-Service Statistics Report Send Chat Transcript Block Send Email Block Setup Survey Block Shared Module Block Shared Modules Special Day Block Special Days Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Start Treatment Block Statistic Block Statistic Properties Summary Supervisor Dashboard Support for GDPR Survey Answer Report Survey Blocks Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Template Function Library Transaction List Block Transfer Block Transfer Detail Report Upload Data: Agent Profiles, Customer Profiles, and Datasets User Input Block User Interaction Blocks User Interface User Profile: Reset Passwords Using Blocks Validate Phone Number Block VAR report filters Variables Voice Mail Block Widget Errors Widget Management Widget Types Work with reports

None (251) · RealTime (7)

Reporting (159) · Routing and Designer (99)

None (2) · Administrator (90) · Designer (3) · GPR (7) · GTR (1) · GVP (4) · PDMLibraryGIM (1) · RPRT (128) · RT (22)

None (121) · Designer (1) · 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 (258)

None (258)