Drilldown: Test Capabilities

None (1)

Workforce Management (1)

1. CAPABILITY (1)

0. NA (1)

2. PM-Controlled (1)

None (1)

None (1)

None · Includes provisioning of Genesys Cloud WEM and hybrid integration with Engage Cloud Voice-only in 4Q20 · Social Engagement will be available when the rest of the suite is GA · Shifting to Advanced Email in early 2021; check with PM (Veit) for details and supported protocols. No EWS support. · Screen capture is not supported by Chat/Email Hot Seating is now supported with GIR screen recording Genesys Cloud Quality Assurance and Compliance (WE01) package should be positioned for new customers · Nuance TTS · Nuance ASR · Note! SSO support varies across different capabilities. Refer to SSO support documentation https://docs.genesys.com/Documentation/PSAAS/Public/Administrator/SingleSignOn · New implementations must use Advanced (Asynchronous) Chat and are OK for simplified CAP · Messaging (Facebook, Twitter, WhatsApp) will be available when the rest of the suite is GA; Apple Business Chat still in backlog with no delivery date · Integration with 3rd party recording solutions · Includes provisioning of Genesys Cloud WEM and hybrid integration with Engage Cloud Covered functionality: IVR and Agent recording, QM and CoachingVoice-only in 4Q20 · - verify Portico support in specific geo-regions · Includes provisioning of Genesys Cloud WEM and hybrid integration with Engage Cloud · Included into Designer as a feature · Included in the base seat · incl, SOW-145 · Genesys Universal Scripting – PS Asset · Genesys Cloud Resource Management (WE02) package should be positioned for new customers · Genesys Cloud Employee Performance (WE03) package should be positioned for new customers -- UX only available via open Internet, and not MPLS · Available to current Reactive Chat customers only · .UX Only available via open Internet, and not MPLSGenesys Cloud Quality Assurance and Compliance (WE01) package should be positioned for new customers · . UX Only available via open Internet, and not MPLSGenesys Cloud Quality Assurance and Compliance (WE01) package should be positioned for new customers · Supports MS Exchange, O365 and Gmail with Graph API or IMAP. No EWS or POP. Requires iWD to be provisioned (but not licensed if only email is used).rebranded Advanced Email · Other

None · _Chatbot, _Messaging · Predictive Engagement · Predictive Routing · Pulse real-time reporting · Quality Assurance and Compliance (WE01) · Recording Connector – Assisted Service · Recording Connector – Self-Service · Resource Management (WE02) · Social Engagement · Voicebots · Workspace · Workspace Toolkit · _Callback · _ChatBot, _VoiceBot · Outbound Voice / agent assisted service · _Default config · _Designer · _Enterprise IVR · _GWS API

Other values: ; =_NA Advanced Chat Agent Assist Agent Scripting Callback Chatbots Context Routing Customer surveys Designer Designer w/analytics Enterprise IVR External Task Routing GCXI historical reporting GPlus Adaptor for Salesforce GWS API Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for ServiceNow Gplus Adapters for WFM Group Voice Mail Historical Data Feed IVR PaaS Inbound SMS, MMS Inbound Voice Intelligent Workload Distribution Knowledge Management Messaging Native Softphone w/SIP Native Softphone w/WebRTC Outbound notifications / IVR Personal Voice Mail _IVR_PaaS _Inbound SMS, MMS _NA _Outbound TBD _Outbound Voice / agent assisted service _Platform, Portal -- available ONE login _TBD _WWE _WWE, _SIP Phone

Workforce Management (1)