Drilldown: Article

No (183) · 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 (9) · No (176)

None (21) · Administrator (4) · Administrator, Agent, Supervisor (2) · Administrator, Developer (1) · Administrator, Supervisor (109) · Agent, Supervisor (24) · Supervisor (24)

Weekly Business Attribute Dashboard (2) · Bot Analytical Dashboard (2) · Weekly Agent Group Performance Dashboard (2) · Weekly Agent Group Utilization Dashboard (2) · Agent State Details Report (2) · Weekly Queue Summary Dashboard (2) · Agent Login-Logout Details Report (2) · Weekly Self Service Containment Dashboard (2) · Final Disposition Dashboard (2) · Agent Group Membership Details Report (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 Workspace (v9) 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 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 Channels and the Channels tab Chat Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse sessions Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Contacts and interactions 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 Email reports eServices statistics ETL Audit Dashboard Facebook Chat Generate historical reports Genesys CX Insights Support for GDPR Genesys CX Insights User Management Genesys Predictive Engagement Chat Interaction Genesys Pulse Accessibility Genesys Pulse User Preferences Getting started How Agent Workspace works How Reporting works Import/Export Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction history views Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report Internal interactions IVR Usage Report Manage Report Templates Milestone Path Analysis Dashboard Milestone Summary Report Navigating Agent Workspace New in This Release Operational report filters Outbound campaigns Outbound Contact reports 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 Related interactions Report Descriptions Report Formulas Report scheduling Resource Performance Dashboard Resource Performance Report Self-Service Statistics Report SMS Chat Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Standard responses Statistic Properties Supervising agents Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard Task Detail Report Task Routing dashboards Task Volume Dashboard Task Work Detail Report Team Communicator Template Function Library The Contact Directory and contact management Transfer Dashboard Transfer Detail Report Twitter Chat VAR report filters Videos: Using Workspace Voice Calls WhatsApp Chat Widget Errors Widget Management Widget Types Work with reports Workbins Working with Dashboards and Wallboards Workitems

None (15) · Agent Group Membership Details Report (2) · Bot Analytical Dashboard (2) · Agent State Details Report (2) · Agent Login-Logout Details Report (2) · Final Disposition 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 Workspace (v9) Agent Wrap Report Agents reports ANI Details Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Interactions Report 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 Calls Campaign Callbacks Summary Report Campaign statistics Campaign Summary Report Capture Point Business Value Report Capture Point Dashboard Capture Point Task Duration Report Channels and the Channels tab Chat Chat Engagement Report Chat Message Statistics Report Chat reports Chat Session Report Co-browse Detail Report Co-browse reports Co-browse sessions Co-browse Summary Report Contact Center Dashboard Contact List Effectiveness Report Contacts and interactions 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 Details reports Display External Content Email Email reports eServices statistics ETL Audit Dashboard Facebook Chat Generate historical reports Genesys CX Insights User Management Genesys Predictive Engagement Genesys Pulse Accessibility Genesys Pulse User Preferences Getting started How Agent Workspace works How reporting works Import/Export Inbound Intraday Email Process Report Inbound Voice User Report Interaction Flow Report Interaction Handling Attempt Report Interaction history views Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interactions Acceptance Dashboard Interactions Acceptance Report Internal interactions IVR Usage Report Manage Report Templates Milestone Summary Report Navigating Agent Workspace Operational report filters Outbound campaigns Outbound Contact reports 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 Queue Dashboard Queue Outline Report Queue statistics Queue Summary Report Queues reports Real-time Reporting with Genesys Pulse Related interactions Report Descriptions Report Formulas Report scheduling Resource Performance Dashboard Resource Performance Report Self-Service Statistics Report SMS Chat Speed Of Accept (hours) Report Speed Of Accept (seconds) Report Standard Report Templates Standard responses Statistic Properties Supervising agents 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 Team Communicator Template Function Library The Contact Directory and contact management Transfer Detail Report Twitter Chat VAR report filters Videos: Using Workspace WhatsApp Chat Widget Errors Widget Management Widget Types Work with reports Workbins Workitems

None (178) · RealTime (7)

Agent Workspace (26) · Reporting (159)

None (2) · Administrator (3) · Agent (24) · GVP (4) · PDMLibraryGIM (1) · RPRT (128) · RT (22) · Supervisor (1)

None (48) · Agent Workspace, Agent Setup, Designer, Outbound (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 (184) · CE16, CE18, CE19, CE27, CE29 (1)

None (185)