Drilldown: Article

None (7) · No (121) · 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 (11) · No (119)

None (124) · Administrator (6)

Getting started (4) · Logging in and out (3) · Schedules (2)

Other values: ; Add/Remove Scenario Elements Wizard Adherence Reports Adjusting and splitting volumes Apply Phone Number Filters Audit Reports Building staffing Building volumes Calendar Reports Call Result Record Dashboard Campaign Group Event Record Dashboard Cleanup Master Schedule Window Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Compliance Tools Configuration objects Configuration Reports Configure a Dashboard Contact History Record Dashboard Create / Edit a Schedule Create an Analytics Dashboard Panel Create and Manage List Automation Tasks Create and Manage List Rules Date Selectors Delete Multiple Wizard Device Import Detail Report Dashboard Dialing Modes and IVR Modes Dimension tables Edit Multiple Wizard Editing Schedule Items Fact tables Filters Finding Agents in Tables Forecast Reports Forecasts Genesys Multicloud CX AI-Powered Forecasting Getting Started with CX Contact Import / Export a Dashboard and Panels Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Intra-Day Schedule Rebuild Wizard Job Record Dashboard Manage Suppression Lists Managing overlays and events Managing shrinkage data Managing templates 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 Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Modify Individual Agents' Schedules New Schedule Scenario Wizard Optimizing the UI display Outbound Schedules Dashboard Overlays Overtime Bidding Overview Pacing and Optimization Performance Reports Policies Reports Policy objects Preface Preloading Record Dashboard Publishing and Extracting Schedules Purge procedures and parameters Query examples Reports Reports List Reports Scheduler Required and split staffing methods Reviewing Messages Scenario Agent-Extended View Scenario Coverage View Scenario Intra-Day View Scenario Intra-Day: Edit Comments Dialog Box Scenario Intra-Day: Options Dialog Box Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Review Messages (Save) Dialog Box Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario State Group Totals Scenario Summary View Scenario Weekly View Scenarios Schedule Bidding Schedule Build Wizard Schedule Filter Dialog 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 Security and accessibility Service and Control tables Settings Shrinkage in scenarios SMS/EMAIL Record Dashboard Staffing in scenarios Statuses Filter Dialog Templates The Supervisor's window Trading User Actions Dashboard Using copy and paste for statistics Volumes in scenarios Weekly Schedule Reports

Getting Started (5) · Logging in and out (3) · Schedules (2)

Other values: ; Add/Remove Scenario Elements Wizard Adherence Reports Adjusting and splitting volumes Apply Phone Number Filters Audit Reports Building staffing Building volumes Calendar Reports Call Result Record Dashboard Campaign Group Event Record Dashboard Cleanup Master Schedule Window Commit/Rollback Multiple Wizard Common controls in the UI Common forecasting tasks Compliance Tools Configuration objects Configuration Reports Configure a Dashboard Contact History Record Dashboard Create / Edit a Schedule Create an Analytics Dashboard Panel Create and Manage List Automation Tasks Create and Manage List Rules Date Selectors Delete Multiple Wizard Device Import Detail Report Dashboard Dialing Modes and IVR Modes Dimension tables Edit Multiple Wizard Editing Schedule Items Fact tables Filters Finding Agents in Tables Forecast Reports Forecasts Genesys Multicloud CX AI-Powered Forecasting Import / Export a Dashboard and Panels Individual and Team Schedule Reports Insert Multiple Wizard Inserting Schedule Items Intra-Day Schedule Rebuild Wizard Job Record Dashboard Manage Suppression Lists Managing overlays and events Managing shrinkage data Managing templates 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 Intra-Day: Performance Data Target Master Schedule Overtime Requirement View Master Schedule State Group Totals Master Schedule Summary View Master Schedule Weekly View Meeting Scheduler Modify Individual Agents' Schedules New Schedule Scenario Wizard Optimizing the UI display Outbound Schedules Dashboard Overlays Overtime Bidding Overview Pacing and Optimization Performance Reports Policies Reports Policy objects Preface Preloading Record Dashboard Publishing/Extracting Schedules Purge procedures and parameters Query examples Reports Reports List Reports Scheduler Required and split staffing methods Reviewing Messages Scenario Agent-Extended View Scenario Coverage View Scenario Intra-Day View Scenario Intra-Day: Edit Comments Dialog Box Scenario Intra-Day: Options Dialog Box Scenario Intra-Day: Performance Data Target Scenario Intra-Day: Review Messages (Save) Dialog Box Scenario Intra-Day: Wizards and Dialogs Scenario Profiles/Bidding View Scenario State Group Totals Scenario Summary View Scenario Weekly View Scenarios Schedule Bidding Schedule Build Wizard Schedule Filter Dialog 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 Security and accessibility Service and Control tables Settings Shrinkage in scenarios SMS/EMAIL Record Dashboard Staffing in scenarios Statuses Filter Dialog Templates The Supervisor's window Trading User Actions Dashboard Using copy and paste for statistics Volumes in scenarios Weekly Schedule Reports

None (130)

Outbound (CX Contact) (24) · Workforce Management (106)

None (2) · Administrator (5) · Agent (2) · CXContact (23) · ETLRef (7) · Supervisor (72) · SupervisorHelp (19)

None · Designer · Workforce Management · Reporting, Reporting GCXI · Recording · Agent Setup · CX Contact · Pulse Reporting · Platform Administration · Workforce Administration · Callback · IVR Administration · Reporting GCXI · Agent Workspace, Agent Setup · Agent Workspace · Cloud Data Download Service · App Studio · Agent Desktop · Agent Setup, Designer, Platform Administration · Pulse Reporting, Reporting GCXI

Other values: ; Agent Setup, Agent Workspace Agent Setup, Agent Workspace, Digital Channels Agent Setup, Cloud Data Download Service Agent Setup, Platform Administration Agent Workspace, Agent Setup, Callback, Designer, Pulse Reporting, Recording, Reporting GCXI Agent Workspace, Agent Setup, Designer Agent Workspace, Agent Setup, Designer, Outbound Agent Workspace, Agent Setup, Digital Channels Agent Workspace, Agent Setup, Intelligent Workload Distribution Agent Workspace, Agent Setup, Pulse Reporting, Reporting GCXI, Workforce Management Agent Workspace, Designer, Pulse Reporting, Reporting GCXI Agent Workspace, Platform Administration Agent Workspace, Workforce Management Callback, Designer, Platform Administration, Pulse Reporting, Reporting GCXI Designer, Platform Administration GPR Core Platform Genesys Portal Outbound,Outbound Administration Platform Administration, Agent Setup, Designer Pulse Reporting, Reporting, Reporting Administration GCXI, Reporting GCXI Reporting Administration GCXI Reporting Administration GCXI, Reporting GCXI WEM Workforce Administration, Workforce Management intelligent Workload Distribution

None (130)

None (130)