User:Bgrenon

_pageName	Context
_pageName	Context
&single	Use the journey action map report from the Performance tab to view the performance of an action map.
ATC/AllDeprecations
ATC/Current/AdminGuide	Configure and administer Genesys Predictive Engagement for your organization.
ATC/Current/AdminGuide/About action maps	Learn how to create action maps that use different types of actions to enhance and extend a visitor's journey.
ATC/Current/AdminGuide/About actions	An action represents the steps to take to engage with visitors or to further related business outcomes.
ATC/Current/AdminGuide/About analytics	Learn how to evaluate how visitors use your website and determine the effectiveness of your action maps.
ATC/Current/AdminGuide/About attributes	Attributes are conditions that affect when action maps trigger, and when users match segments and outcomes.
ATC/Current/AdminGuide/About compliance and data	Tracking sensitive customer data requires compliance with GDPR and other regulations.
ATC/Current/AdminGuide/About content offers	Learn how to create a content offer that engages visitors on your website and encourages them to take a pre-defined action.
ATC/Current/AdminGuide/About data tracking	Learn how Genesys Predictive Engagement tracks visitor activity on your website.
ATC/Current/AdminGuide/About global settings	Learn how to configure Genesys Predictive Engagement at a global (organizational) level.
ATC/Current/AdminGuide/About journey data	Learn what types of customer journey data that you and your agents can see about a visitor's interactions with your website.
ATC/Current/AdminGuide/About outcomes	Genesys Predictive Engagement uses AI-powered machine learning to predict the probability of visitors achieving your unique business outcomes.
ATC/Current/AdminGuide/About Predictive Engagement's data tracking	Genesys Predictive Engagement tracks data about what visitors do on your website.
ATC/Current/AdminGuide/About segments	Learn how to identify (segment) visitors based on their shared characteristics. Later, you design action maps to engage specific segments of visitors and then filter by segments to evaluate how well you are engaging them.
ATC/Current/AdminGuide/About sessions	Web sessions and conversation sessions provide rich context for agents about each customer's personal journey with your company.
ATC/Current/AdminGuide/About web chats	Learn how to work with web chats in Genesys Predictive Engagement.
ATC/Current/AdminGuide/About web messaging	Learn how to work with web messaging in Genesys Predictive Engagement.
ATC/Current/AdminGuide/AboutArchFlows	Genesys Predictive Engagement integrates with third-party platforms using Genesys Cloud CX integrations, data actions, and Architect workflows.
ATC/Current/AdminGuide/Action library	Learn how to create, edit, duplicate, revert, and archive content offers.
ATC/Current/AdminGuide/Action Map Performance	Learn how to see when and how visitors interact with a specific action map.
ATC/Current/AdminGuide/Action maps	Learn how to create an action map that Genesys Predictive Engagement uses to engage visitors.
ATC/Current/AdminGuide/Action settings	Configure frequency capping of web chats, content offers, and web messaging.
ATC/Current/AdminGuide/Additional information	In Live Now, learn how to view details about a visitor's geographic location and the technology they use.
ATC/Current/AdminGuide/Analytics data	Learn how Genesys Predictive Engagement processes data for reports, how to view updated reports, and how to see more precise data in reports.
ATC/Current/AdminGuide/Apply	Learn how to specify the webpages where an action map triggers.
ATC/Current/AdminGuide/AttributesJourney	Learn about the types of attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage.
ATC/Current/AdminGuide/AttributesVisitor	Learn about the types of attributes that identify visitors based on characteristics like location, browser, device type, and so on.
ATC/Current/AdminGuide/Best practices	Learn about best practices for improving how you create outcomes.
ATC/Current/AdminGuide/Blocked actions	Learn how the action maps engaged with the visitors of your website.
ATC/Current/AdminGuide/Build attributes	Learn how to create attributes that identify which visitors belong to specific segments, which visitors achieve specific outcomes, and when to trigger action maps.
ATC/Current/AdminGuide/BuildArchFlows	Prepare an Architect workflow to integrate Genesys Predictive Engagement with a third-party system.
ATC/Current/AdminGuide/Campaign Attributes	Learn about the types of attributes that allow you to use UTM parameters to track web activity for a specific campaign.
ATC/Current/AdminGuide/Chat offers	Learn how to create a web chat offer for your website.
ATC/Current/AdminGuide/Configure content offer action map	Learn how to configure an action map to use a content offer action.
ATC/Current/AdminGuide/Content offer lifecycle	See the lifecycle of a content offer and the metrics that we capture at each state along the way. We use lifecycle states in reporting and in determining the triggering behavior of action maps that use content offers.
ATC/Current/AdminGuide/Content offers	Learn how to create a content offer for your website.
ATC/Current/AdminGuide/ContentOffersOverview	Learn how to use content offers to present special promotions and information to visitors.
ATC/Current/AdminGuide/Conversation sessions	Understand how to capture information about customer conversation interactions (phone calls and chats) and present it to agents.
ATC/Current/AdminGuide/Create messaging offer	Learn how to create a web messaging offer for your website.
ATC/Current/AdminGuide/Custom attributes	Learn about custom attributes that allow you to identify groups of visitors based on characteristics and behaviors that are specific to your business.
ATC/Current/AdminGuide/Customer details	In Live Now, learn how to see details about a visitor and their previous engagements with your company.
ATC/Current/AdminGuide/Customer journey map	In Live Now, learn to use a graphical representation of a visitor's path through your website. This information provides the full context of a visitor's questions and can help you understand their needs. For more information about the icons, see icon descriptions.
ATC/Current/AdminGuide/DeployTrackingSnippet	Deploy the Predictive Engagement tracking snippet to enable visitor tracking on your website.
ATC/Current/AdminGuide/Entities Limit	View the maximum number of entities that you can create in your organization.
ATC/Current/AdminGuide/FAQs	This page lists all FAQs for Genesys Predictive Engagement administrators.
ATC/Current/AdminGuide/GDPR	Learn how to use Genesys Predictive Engagement in a GDPR-compliant way.
ATC/Current/AdminGuide/Get Started GenesysCloud	To use Genesys Predictive Engagement, Genesys Cloud CX customers complete these initial tasks.
ATC/Current/AdminGuide/Get Started GenesysEngage-cloud	To use Genesys Predictive Engagement, Genesys Multicloud CX-based customers complete these initial tasks.
ATC/Current/AdminGuide/Get Started GenesysEngage-onpremises	To use Genesys Predictive Engagement, Genesys Engage on-premisess-based customers complete these initial tasks.
ATC/Current/AdminGuide/Get Started PureConnect	To use Genesys Predictive Engagement, PureConnect customers complete these initial tasks.
ATC/Current/AdminGuide/Get Started PureEngage Cloud	Genesys Multicloud CX-based customers should complete these initial tasks in order to use Genesys Predictive Engagement.
ATC/Current/AdminGuide/How throttling works	Learn how throttling works for web chat offers. Feature coming soon: Web messaging This article applies only to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.
ATC/Current/AdminGuide/Journey action map report	Use the journey action map report from the Performance tab to view the performance of an action map.
ATC/Current/AdminGuide/Journey outcome report	Use the outcome journey report from the Performance tab to view the performance of a determined outcome.
ATC/Current/AdminGuide/Journey segment report	Use the journey segment report from the Performance tab to view the performance of a segment.
ATC/Current/AdminGuide/JourneyAttributes	Learn about the types of attributes that identify visitors based on their shared behaviors. For example, completing a form or going to a specific webpage.
ATC/Current/AdminGuide/Live Now	Learn how to see real-time information about visitors on your website. Skip to the visit journey map or the description of the icons.
ATC/Current/AdminGuide/Maintain	Learn how to search for, create, edit, duplicate, and delete action maps.
ATC/Current/AdminGuide/Manage outcomes	Learn how to define the business goals that you want to track and predict.
ATC/Current/AdminGuide/Manage segments	Learn how to manage segments that identify and classify visitors based on their shared behavior and characteristics.
ATC/Current/AdminGuide/Messaging migration	Learn how to migrate your web chat offers to web messaging offers.
ATC/Current/AdminGuide/Messenger configuration	Learn how to configure and deploy Genesys Messenger to your website.
ATC/Current/AdminGuide/Monitor web chat performance	Determine how well your web chat offers are performing.
ATC/Current/AdminGuide/Monitor web messaging performance	Determine how well your web messaging offers are performing.
ATC/Current/AdminGuide/MonitorArchFlows	Monitor an action map that uses an Architect flow action to evaluate how well it's working.
ATC/Current/AdminGuide/MonitorContentOffers	Determine how often visitors view and respond to your content offers.
ATC/Current/AdminGuide/Operators	Limited Availability Learn about the types of operators that you can use to create attributes.
ATC/Current/AdminGuide/Outcome scores	In Live Now, learn how to recognize when a visitor is or is not progressing towards one of your business goals.
ATC/Current/AdminGuide/Outcomes	Learn how to search for, create, edit, duplicate, and delete outcomes.
ATC/Current/AdminGuide/Outcomes Overview	Genesys Predictive Engagement's AI-powered outcome scoring service learns to predict your business outcomes using machine learning models that are unique to your business.
ATC/Current/AdminGuide/Override frequency capping	Learn how to override the global settings for frequency capping.
ATC/Current/AdminGuide/Overview action maps	An action map represents the steps that Genesys Predictive Engagement takes to achieve a particular business result.
ATC/Current/AdminGuide/OverviewArchFlows	Learn how to integrate Genesys Predictive Engagement with an external system using an Architect workflow, which is a webhook that provides real-time feeds.
ATC/Current/AdminGuide/PreparePCArchFlows	Prepare a Genesys Cloud CX integration and data actions for use with an Architect flow action.
ATC/Current/AdminGuide/Prioritize	Learn how to ensure that the most appropriate action map triggers when multiple action maps could present offers to visitors.
ATC/Current/AdminGuide/PureEngagePrereqs	Review the Genesys Predictive Engagement prerequisites for Genesys Engage on-premisess customers.
ATC/Current/AdminGuide/Route	Learn how to route an action map to an agent queue for chat offers.
ATC/Current/AdminGuide/ScenarioArchFlows	Use Genesys Predictive Engagement to track campaign-related web activity and create leads with their associated campaign attributes in Salesforce. You can also provide agents with a script that they can use to create and update Salesforce leads.
ATC/Current/AdminGuide/Schedules	If your action map offers a web chat, you can select a schedule group to indicate when your agents are available to receive web chats. Using a schedule group ensures that agents have time to end chat interactions during their shifts.
ATC/Current/AdminGuide/Searches performed	In Live Now, learn how to see what a visitor searched for on your website. This information provides insight into their specific questions and prepares you to answer them.
ATC/Current/AdminGuide/Segment examples	Review examples of segments to get ideas for your own segments.
ATC/Current/AdminGuide/Segments	Learn how to search for, create, edit, duplicate, and delete segments.
ATC/Current/AdminGuide/Segments assigned	In Live Now, learn how to use segments to understand what characteristics or behaviors a visitor shares with other visitors.
ATC/Current/AdminGuide/Sessions events overview	Learn about the types of sessions that Genesys Predictive Engagement uses to organize groups of related events.
ATC/Current/AdminGuide/Tracking snippet	Learn about Genesys Predictive Engagement's tracking abilities and how you can start tracking visitors on your website.
ATC/Current/AdminGuide/Trigger	Learn how to define a condition that causes Genesys Predictive Engagement to offer an action map to a particular visitor.
ATC/Current/AdminGuide/Unknown users	In Live Now, learn how to recognize when Genesys Predictive Engagement does not recognize a visitor.
ATC/Current/AdminGuide/Usage	Understand how you can monitor your usage charges for Genesys Predictive Engagement events.
ATC/Current/AdminGuide/Use the Architect flow with an action map	Configure an action map to use an advanced orchestration flow action.
ATC/Current/AdminGuide/View audit logs	Learn how to view Genesys Predictive Engagement audit logs.
ATC/Current/AdminGuide/Visitor Activity	Learn how to view usage data for your website.
ATC/Current/AdminGuide/Web chat lifecycle	See the lifecycle of a web chat and the metrics that we capture at each state along the way. Genesys Predictive Engagement uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats. Feature coming soon: Web messaging This article applies only to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.
ATC/Current/AdminGuide/Web chat overview	Get an overview of web chats and how they work.
ATC/Current/AdminGuide/Web messaging overview	Learn about web messaging and how it works.
ATC/Current/AdminGuide/Web sessions	Learn how to capture information about customer activity on your website and present it to agents.
ATC/Current/AdminGuide/Web tracking	Configure how Genesys Predictive Engagement tracks visitors as they move through your website.
ATC/Current/AdminGuide/Web tracking limit	View the maximum number of web tracking conditions and parameters you can create in your organization.
ATC/Current/AgentGuide	Learn how to use Genesys Predictive Engagement.
ATC/Current/AgentGuide/Additional information icons	Learn about the icons for browsers, devices, and operating systems that Genesys Cloud CX agents see when they review a session card for a visitor.
ATC/Current/AgentGuide/Customer journey information	In Workspace Desktop Edition, the Genesys Predictive Engagement tab displays customer journey information.
ATC/Current/AgentGuide/Device icons	Learn about the icons that appear on .
ATC/Current/AgentGuide/FAQs	This page lists all FAQs for Genesys Predictive Engagement agents.
ATC/Current/AgentGuide/GenesysEngage	Genesys Predictive Engagement presents customer journey information to agents.
ATC/Current/AgentGuide/Get started GenesysCloud	Get started using Genesys Predictive Engagement for Genesys Cloud CX.
ATC/Current/AgentGuide/Get started GenesysEngage	Get started using Genesys Predictive Engagement with Genesys Multicloud CX.
ATC/Current/AgentGuide/Get started PureCloud	Get started using Genesys Predictive Engagement for Genesys Cloud CX.
ATC/Current/AgentGuide/Get started PureConnect	Get started using Genesys Predictive Engagement with PureConnect.
ATC/Current/AgentGuide/Get started PureEngage	Get started using Genesys Predictive Engagement with Genesys Multicloud CX.
ATC/Current/AgentGuide/GPE Customer journey	Learn about the customer journey data that Genesys Predictive Engagement presents to agents in Genesys Cloud CX.
ATC/Current/AgentGuide/How Predictive Engagement enriches your chat experience	Learn about a visitor's experience with Genesys Predictive Engagement on your website.
ATC/Current/AgentGuide/Map icons	Learn about the icons that could appear on the visitor journey map.
ATC/Current/AgentGuide/Map icons GC	Learn about the icons that appear on the customer journey map for Genesys Cloud CX beta customers.
ATC/Current/AgentGuide/PureCloud	In Genesys Cloud CX, Predictive Engagement presents customer journey information to agents.
ATC/Current/AgentGuide/PureConnect	Genesys Predictive Engagement presents customer journey information to agents.
ATC/Current/AgentGuide/PureEngage	Genesys Predictive Engagement presents customer journey information to agents.
ATC/Current/AgentGuide/Visitor information	Use Genesys Predictive Engagement's gadgets to explore information about a visitor.
ATC/Current/Event	Learn how to track events with tag managers.
ATC/Current/Event/6 Secs	Create a custom event tag and a corresponding segment in Genesys Predictive Engagement, and see visitors assigned to that segment in Live Now.
ATC/Current/Event/About event tracking	Use your preferred tag manager to deploy Genesys Predictive Engagement tracking on your website and customize tracking behavior.
ATC/Current/Event/About scenarios and best practices	Review business scenarios and best practices to improve and extend your tracking.
ATC/Current/Event/About tag managers	Learn about the tag managers that you can use to customize and deploy Genesys Predictive Engagement tracking on your website.
ATC/Current/Event/Adobe Launch	Learn how to use Adobe Launch to customize and deploy the Genesys Predictive Engagement tracking snippet.
ATC/Current/Event/Chat-related tags	Review chat-related tags that you can use in your organization.
ATC/Current/Event/Event click-related tags	Review event click-related tags that you can use in your organization.
ATC/Current/Event/Examples of events	Review some examples of the types of tags that you can create and deploy with tag managers.
ATC/Current/Event/Google Tag Manager	Learn how to use Google Tag Manager to customize and deploy Genesys Predictive Engagement tracking on your website.
ATC/Current/Event/Messaging-related tags	Review messaging-related tags that you can use in your organization.
ATC/Current/Event/Page-related tags	Review page-related tags that you can use in your organization.
ATC/Current/Event/Product-related tags	Review product-related tags that you can use in your organization.
ATC/Current/Event/Scroll to bottom	Learn how to create a custom event tag and a corresponding segment in Genesys Predictive Engagement. Then, use that segment with an action map and see in Live Now the visitors that the action map engaged.
ATC/Current/Event/Wait too long	Create a custom event tag and a corresponding segment in Genesys Predictive Engagement, and see visitors assigned to that segment in Live Now.
ATC/Current/PacingServiceDeployment	Learn the purpose of the Agent Pacing Service and the available documentation.
ATC/Current/PacingServiceDeployment/About	Learn the purpose of the Agent Pacing Service and the available documentation.
ATC/Current/PacingServiceDeployment/ArchitectureArticle	Read about performance and high availability considerations for Agent Pacing Service.
ATC/Current/PacingServiceDeployment/ConfigurationArticle	Configure your pacing targets and how the Agent Pacing Service works.
ATC/Current/PacingServiceDeployment/Installation	Complete the steps to install the Pacing Server.
ATC/Current/PacingServiceDeployment/PacingIntro	Understand the concept of pacing and learn how the Agent Pacing Service ensures agents are available to assist customers.
ATC/Current/PacingServiceDeployment/ProvisioningArticle	Use the provisioning tool or manually provision the Pacing Server.
ATC/Current/PacingServiceDeployment/TroubleshootingArticle	Find solutions to some of the common problems with Agent Pacing Service.
ATC/Current/SDK	Learn how to use the Journey JavaScript SDK to customize how Genesys Predictive Engagement tracks and manages customer activity on your website. Important The articles in this guide only apply to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.
ATC/Current/SDK/About events methods	Events methods allow developers to build functionality that reacts to state changes in the SDK. Important This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat.
ATC/Current/SDK/About modules	Learn about optional JavaScript files that enhance the functionality that the Journey JavaScript SDK provides.
ATC/Current/SDK/About the tracking snippet	Learn what happens after you deploy the tracking snippet on your webpages.
ATC/Current/SDK/api.session.getCustomerCookieId	Learn how to obtain a customer's cookie ID.
ATC/Current/SDK/api.session.getData	Learn how to obtain the data such as the short ID for a particular customer's session.
ATC/Current/SDK/api.session.getId	Learn how to get the Id of a particular session.
ATC/Current/SDK/autotrackClick	Learn how to configure which click events Genesys Predictive Engagement tracks on your websites. This configuration provides more accurate page tracking information for use in segments and outcomes.
ATC/Current/SDK/autotrackIdle	Learn how to configure when Genesys Predictive Engagement detects inactivity on a webpage. This configuration provides more accurate page tracking information for use in segments and outcomes.
ATC/Current/SDK/autotrackInViewport	Learn how to configure which element Genesys Predictive Engagement tracks on your websites as they appear and disappear from the viewport. This configuration provides accurate page tracking information for use in segments and outcomes.
ATC/Current/SDK/autotrackOfferStateChangesInAdobeAnalytics	Learn how to track web chat and content offer state changes on a webpage and send them to Adobe Analytics.
ATC/Current/SDK/autotrackScrollDepth	Learn how to configure which scroll milestones Genesys Predictive Engagement tracks on your websites. This configuration provides more accurate page tracking information for use in segments and outcomes.
ATC/Current/SDK/autotrackURLChange	Learn how to customize tracking for Single Page Application (SPA) websites. Alternatively, use your preferred tag manager to customize and deploy the SPA tracking snippet. For more information, see About event tracking with tag managers. If you are just getting started, read Predictive Engagement tracking snippet.
ATC/Current/SDK/Configure advanced tracking	Learn how to use the Journey JavaScript SDK to refine how Genesys Predictive Engagement tracks visitor data. Alternatively, you can refine tracking using your preferred tag manager. For more information, see About event tracking with tag managers.
ATC/Current/SDK/Content offer lifecycle	See the lifecycle of a content offer and the metrics that we capture at each state along the way. We use lifecycle states in reporting and when determining the triggering behavior of action maps that use content offers.
ATC/Current/SDK/Cookie usage	Configure how Genesys Predictive Engagement uses cookies to store customer data.
ATC/Current/SDK/customAttribute	Learn how to use custom attribute to send additional information about your web events.
ATC/Current/SDK/debug	Learn how to send helpful messages to the console when you are troubleshooting tracking behavior.
ATC/Current/SDK/Destroy	Learn how to use the destroy method to stop all Journey JavaScript SDK activity and remove all tracking information.
ATC/Current/SDK/Display icons in the Journey gadget	Learn how to use the SDK to display icons for tracked visitor behavior on the Journey map.
ATC/Current/SDK/dom - ready	Learn how to specify a function handler to run when the DOM has loaded fully.
ATC/Current/SDK/Exclude URL query parameters	Exclude irrelevant URL query parameters to improve analytics.
ATC/Current/SDK/Form tracking API	Learn how to use an API to track form submission and abandonment events, including what information visitors provide in your forms.
ATC/Current/SDK/Forms:track	Learn how to use theforms:track method to capture when visitors complete web-based forms.
ATC/Current/SDK/Get started	Get started using the Journey JavaScript SDK.
ATC/Current/SDK/Identify	Learn how to use the identify method to add information to a customer record.
ATC/Current/SDK/Init	Learn how to use the init method to initialize the Journey JavaScript SDK.
ATC/Current/SDK/Initialization Methods	View the methods that initialize and destroy the Journey JavaScript SDK.
ATC/Current/SDK/initialized	Learn how to use the initialized method to receive notification when the Journey JavaScript SDK has initialized fully.
ATC/Current/SDK/Load modules	Learn how to add the functionality of a module to the Journey JavaScript SDK.
ATC/Current/SDK/Method reference	View a list of methods available in the Journey JavaScript SDK.
ATC/Current/SDK/off	To unsubscribe from receiving notifications about a particular type of SDK activity, use ac('off').
ATC/Current/SDK/on	To subscribe to receive notifications about a particular type of SDK activity, use ac('on').
ATC/Current/SDK/once	To receive a notification for only the first SDK event for a particular type of activity, use ac('once').
ATC/Current/SDK/Pageview	Learn how to use the pageview method to track when visitors view your webpages.
ATC/Current/SDK/Record	Learn how to use the record method to capture website events.
ATC/Current/SDK/serialize	Learn how to use the serialize method to submit serialized data from a form.
ATC/Current/SDK/Session methods	View the methods that allow you to obtain data about a specific session.
ATC/Current/SDK/Track hash portion	Track the #hash portion of URL fragments to include relevant information in analytics.
ATC/Current/SDK/Tracking Methods	Learn about the methods available in the Journey JavaScript SDK that you can use to extend and enhance how Genesys Predictive Engagement tracks visitor activity on your website.
ATC/Current/SDK/Traits mapper	Learn how to map multiple records for the same customer to see more complete customer profiles in Live Now.
ATC/Current/SDK/Types of tracked data	Learn how to track different types of data using Journey SDK.
ATC/Current/SDK/Use canonical URL	Track the canonical URL of a page for precise pageview counts.
ATC/Current/SDK/Use Events methods with content offers	See examples of how to use Events methods with content offers.
ATC/Current/SDK/Use Events methods with web actions	Use Events methods to subscribe to events that occur during the lifecycle of Genesys Predictive Engagement web actions such as web chats and content offers. This raw data can be streamed to third-party analytics platforms or to tag management platform data layers for use in analytics and reporting platforms.
ATC/Current/SDK/Use Events methods with web chats	See examples of how to use Events methods with web chats.
ATC/Current/SDK/Utility Methods	Learn how to simplify calls to the Journey JavaScript SDK collection methods.
ATC/Current/SDK/Web chat lifecycle	See the lifecycle of a web chat and the metrics that we capture at each state along the way. Genesys Predictive Engagement uses lifecycle states for reporting and determining the triggering behavior of action maps that use web chats.
ATC/Current/SDK/Web tracking API	Learn how to track visitor activity using an API.
ATC/Current/WDEPlugin	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
ATC/Current/WDEPlugin/About	The Genesys Predictive Engagement plugin for Workspace Desktop Edition presents customer journey information from Genesys Predictive Engagement content in Genesys Multicloud CX agent workspaces.
ATC/Current/WDEPlugin/Configure GenAdmin	Configure the Genesys Predictive Engagement Plugin for Workspace Desktop Edition.
ATC/Current/WDEPlugin/InstallWDEplugin	This article describes how to install the Genesys Predictive Engagement Plugin for Workspace Desktop Edition.
ATC/Current/WDEPlugin/PrerequisitesArticle	This article describes the prerequisites for the Genesys Predictive Engagement Plugin for Workspace Desktop Edition.
ATC/Data retention change	Genesys is reducing the data retention period for journey history in Genesys Predictive Engagement from 365 days to 60 days.
ATC/Deprecation-API endpoint change for web gateway service
ATC/Deprecation-Deprecation of OS Family attribute
ATC/Deprecation-Deprecation: Existing permission to view Live Now replaced by a new permission
ATC/Deprecation-Deprecation: former customer journey tab
ATC/Deprecation-Deprecation: Genesys Predictive Engagement on Genesys Engage hybrid solutions
ATC/Deprecation-Deprecation: identify journey SDK method
ATC/Deprecation-Deprecation: Journey customer service deprecation
ATC/Deprecation-Deprecation: select filters on journey event metrics
ATC/Deprecation-Journey Reporting Service
ATC/Deprecation-Select trait mapper traits
ATC/Deprecation-Smart Tags
ATC/Deprecation-TESt
ATC/Deprecation-Webhooks
ATC/GenesysEngage-cloudPrereqs	Genesys Predictive Engagement has specific prerequisites for Genesys Multicloud CX deployments.
ATC/GenesysEngagePrereqs	Genesys Predictive Engagement has specific prerequisites for Genesys Engage on-premisess deployments.
ATC/GenesysWidgetsIntegration	Genesys Predictive Engagement integrates with Genesys Cloud CX to initiate web chats with website visitors.
ATC/Glossary	Glossary of terms for Genesys Predictive Engagement
ATC/GPEandWidgets	Learn why and how to configure a widget for use with Genesys Predictive Engagement.
ATC/GPESFLightning	Integrate Genesys Predictive Engagement in Salesforce Lightning so that agents can view customer journey data.
ATC/outcome limitation change	Genesys is reducing the number of outcomes that an organization can have to 10.
ATC/Predictive Engagement Developers	Learn about the Genesys Predictive Engagement resources available for developers.
ATC/Predictive Engagement overview	Genesys Predictive Engagement is an AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.
ATC/ProvisioningMulticloudCX	This article describes the essential provisioning steps to enable a hybrid integration between Genesys Engage on-premises deployments and Genesys Cloud CX services. This enables you to access many of the great Genesys Cloud CX Services in your On-Premises deployments.
ATC/RequiredPCDomains	For agents to view journey context data from Genesys Predictive Engagement, specific Genesys Cloud CX domains must be available.
AUTH/Current/AuthPEGuide	Find links to all the topics in this guide.
AUTH/Current/AuthPEGuide/Architecture	Learn about No results architecture.
AUTH/Current/AuthPEGuide/Configure	Learn how to configure Genesys Authentication.
AUTH/Current/AuthPEGuide/Deploy	Learn how to deploy Genesys Authentication into a private edition environment.
AUTH/Current/AuthPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
AUTH/Current/AuthPEGuide/Metrics	Learn which metrics you should monitor for Genesys Authentication and when to sound the alarm.
AUTH/Current/AuthPEGuide/MixedProv	Learn how to provision Security Assertion Markup Language-based single sign-on for private edition and mixed mode deployments when you do not have access to Agent Setup.
AUTH/Current/AuthPEGuide/Observability
AUTH/Current/AuthPEGuide/Overview	Learn about Genesys Authentication and how it works in Genesys Multicloud CX private edition.
AUTH/Current/AuthPEGuide/Planning	Find out what to do before deploying Genesys Authentication.
AUTH/Current/AuthPEGuide/Provision	Learn how to provision Genesys Authentication.
AUTH/Current/AuthPEGuide/Upgrade	Learn how to upgrade, rollback or uninstall Genesys Authentication.
Blueprints/Current/Collected	Find links to downloadable blueprints per Genesys platform.
Blueprints/Current/Collected/About	Find links to downloadable blueprints per Genesys platform.
Blueprints/Current/Collected/GenesysEngage	Find downloadable blueprints for Genesys Multicloud CX
Blueprints/Current/Collected/PureConnect	Find downloadable blueprints for PureConnect.
Blueprints/Current/Collected/PureEngage	Find downloadable blueprints for Genesys Multicloud CX
ContentAdmin/Internal/ReleaseNote/Designer
ContentAdmin/Internal/Small/OpenShift	Enabling monitoring in OpenShift Container Platform allows cluster administrators, developers, and other users to specify how services and pods are monitored in projects. After you enable this feature, you can query metrics, review dashboards, and manage alerting rules and silences for your projects in the OpenShift Container Platform web console.
ContentAdmin/Internal/Small/Test1	TEST2 A content offer is a type of Predictive Engagement action that enables you to deliver personalized offers to your website visitors.
ContentAdmin/Internal/Small/Test3	Testing upgraded PHP
ContentAdmin/Internal/Small/Test5	Intro statement summarizing this page.
ContentAdmin/Internal/WritersGuide/Access	Grant editing and preview access to all.docs.content.
ContentAdmin/Internal/WritersGuide/Accessibility	Create accessible content so that all users can obtain the same information, regardless of impairment type.
ContentAdmin/Internal/WritersGuide/Accessibledocs	Explains the tasks needed to ensure you documentation is accessibility for people with visual or auditory impairments.
ContentAdmin/Internal/WritersGuide/Acrolinx	Acrolinx is server-based content optimization software that uses preconfigured terminology sets and grammar rules to check your documents for errors and inconsistencies in terminology, style, and sentence construction.
ContentAdmin/Internal/WritersGuide/AltText	Guidelines for creating alt text for images.
ContentAdmin/Internal/WritersGuide/Boilerplate	This topic contains reusable text for common situations, such as "you might not be able to do this...."
ContentAdmin/Internal/WritersGuide/Branding	Usage guidelines for Genesys Cloud CX, Genesys Multicloud CX, and Genesys Engage branding terminology.
ContentAdmin/Internal/WritersGuide/Context statements	NO: This topic shows you how to write a context statement. YES: Context statements help the reader decide whether the topic meets their needs.
ContentAdmin/Internal/WritersGuide/Creating videos	Create masterpiece videos that wow our customers.
ContentAdmin/Internal/WritersGuide/Diagrams	Diagrams are helpful....
ContentAdmin/Internal/WritersGuide/EOL	What to do when a product reaches End of Life or End of Support.
ContentAdmin/Internal/WritersGuide/How It Works pages	How It Works pages are a systematic effort to overcome and resist siloing by showing, at a high level, how a particular piece of functionality works across the suite. Most workspaces have an associated HIW page.
ContentAdmin/Internal/WritersGuide/Inclusive language	Understand what phrases to use and avoid in order to create content that is inclusive.
ContentAdmin/Internal/WritersGuide/Introduction to MintyDocs	This is the place to start to get a high-level understanding of our MintyDocs platform.
ContentAdmin/Internal/WritersGuide/Linking	How to link in MintyDocs.
ContentAdmin/Internal/WritersGuide/Longdesc	Explains how to add long descriptions to call out and procedural graphics as well as diagrams.
ContentAdmin/Internal/WritersGuide/MacrosNJobAids	A number of templates supplement the wiki edit buttons to help you format pages and generally assist you in managing and developing content.
ContentAdmin/Internal/WritersGuide/Managing Image files	Manage image, gif, and video files on your mintypages.
ContentAdmin/Internal/WritersGuide/MintyDocs training	Learn how to work with MintyDocs with these training videos.
ContentAdmin/Internal/WritersGuide/Observability	Observability is the industry-standard term to describe logging, monitoring, and alerting. Learn how to use the custom page types and forms to document service-specific information about observability in private edition.
ContentAdmin/Internal/WritersGuide/PEArchDiagrams	Create private edition architecture diagrams that are easy to read and understand—and that represent the unified voice of Genesys.
ContentAdmin/Internal/WritersGuide/Posting non-wiki documents	Occasionally there is a need to post non-wiki documents, such as PDF files, HTML files, or Excel spreadsheets.
ContentAdmin/Internal/WritersGuide/Redirects	Edit the generic manual redirects from docs.genesys.com to point to specific topics in all.docs.
ContentAdmin/Internal/WritersGuide/Release Notes	Process and procedures for RN generation.
ContentAdmin/Internal/WritersGuide/RNTips	Learn some tips on working with different aspects of Release Notes in all.docs.
ContentAdmin/Internal/WritersGuide/Story Points	Learn how to use Story Points in your JIRA tickets.
ContentAdmin/Internal/WritersGuide/Story Points FAQ	FAQs from the Monday sessions
ContentAdmin/Internal/WritersGuide/Thirdpartydocs	Processes for third-party/vendor to create documentation.
ContentAdmin/Internal/WritersGuide/Tips	Learn some tips on working with different aspects of all.docs.
ContentAdmin/Internal/WritersGuide/Typography	Become familiar with our wiki typographical standards.
ContentAdmin/Internal/WritersGuide/VPAT	If your product is being updated to support accessibility requirements, you will be asked to create an Accessibility page in your content to describe how it’s handled and include a link to a VPAT (Voluntary Product Accessibility Template) report. A VPAT report explains how your product meets or conforms to the 508 standards for IT accessibility.
ContentAdmin/Internal/WritersGuide/Working with Fennec Feedback	Learn how to address user feedback you receive for your documents through the Fennec widget.
ContentAdmin/Internal/WritersGuide/Working with TOCs	Learn how to create and work with the TOC. The content here is the contextual help that is displayed for the EditTOC form. Access this help by clicking the (?) icon in the Construct TOC/navigation tree for this manual page.
DC/9.0.0/Deployment	Find links to all the topics in this guide.
DC/9.0.0/Deployment/Deploy	Learn how to deploy Digital Channels as a service in a Kubernetes cluster. To use Docker Compose to deploy Digital Channels in a non-production environment, see Deploy Digital Channels using Docker Compose.
DC/9.0.0/Deployment/DeploymentOverview	Find out the options for deploying Digital Channels.
DC/9.0.0/Deployment/DeployReq	Learn how to configure your tenant resources for Digital Channels, either before or after you Deploy Digital Channels in Kubernetes.
DC/9.0.0/Deployment/Docker	Learn how to deploy Digital Channels as a service in a non-production lab environment using Docker Compose. To deploy Digital Channels in a Kubernetes cluster for a production or non-production environment, see Deploy Digital Channels in Kubernetes.
DC/9.0.0/Deployment/GMA	Learn how to enable SMS media and outbound email campaigns for Digital Channels.
DC/9.0.0/Deployment/Overview	Find out how Digital Channels opens up Workspace Web Edition to chats and SMS.
DC/9.0.0/Deployment/Provision	Learn how to enable your tenant for Digital Channels.
DC/9.0.0/Deployment/ProvisionAPI	Learn how to provision API keys for Digital Channels.
DES/Current/Deployment
DES/Current/Deployment	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
DES/Current/Deployment/Deploy	Learn how to deploy Designer as a service in a Kubernetes cluster (for DesDepMnfst versions prior to v9010005).
DES/Current/Deployment/DeployDesigner	Learn how to deploy Designer as a service in a Kubernetes cluster (for DesDepMnfst v9010005 and above).
DES/Current/Deployment/DeployDesigner9012214	Learn how to deploy Designer as a service in a Kubernetes cluster (for DesDepMnfst v9012214 and above).
DES/Current/Designer	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
DES/Current/Designer/Activity	Add this block to the Self Service or Assisted Service phase of an application when you want to start or stop activity in a report.
DES/Current/Designer/AdminBar	Learn how manage Administrator settings for Designer.
DES/Current/Designer/AnalyticsBar	Learn how Designer Analytics can provide you with a deeper insight into your contact center operations.
DES/Current/Designer/AppDetailsDash	The Application Details dashboard provides details about how customers are moving through your application flows.
DES/Current/Designer/ApplicationPhases	Application flows are comprised of sections of common blocks, known as application phases. Learn about the role each phase plays within the Designer application flow.
DES/Current/Designer/ApplicationsBar	Create new applications and make changes to existing ones.
DES/Current/Designer/ApplicationSettings	Learn how to configure the settings for your application.
DES/Current/Designer/AppStruc	Learn how to use builds and streams to manage the Designer application development workflow.
DES/Current/Designer/AssignVar	Use the Assign Variables block to assign a new value or expression to user variables.
DES/Current/Designer/AutomatedMessage	Use the Automated Message block to create and send an email to a customer.
DES/Current/Designer/Blocks	Learn how functional blocks are used to build Designer applications.
DES/Current/Designer/BotBlock	Use the Bot block to add a chatbot to your application.
DES/Current/Designer/BotRegistry	Learn how to add external bot services to the Designer Bot Registry so you can use them in your applications.
DES/Current/Designer/BotsDash	Use the Bots Dashboard to evaluate and analyze the performance of your voice and chat bots.
DES/Current/Designer/BusCtrlDash	The Business Control dashboard provides near real-time metrics on the runtime usage of Emergency Flags, Business Hours Block, Special Days, and Data Tables.
DES/Current/Designer/BusinessCtrlBlocks	The Business Controls blocks control the various operational aspects of your business.
DES/Current/Designer/BusinessHrs	Use the Business Hours block to inform customers that your business is closed.
DES/Current/Designer/BusinessObjectsBar	The Business Controls pages help you to manage resources and settings that are specific to your site, such as Business Hours, Emergency Flags, Special Days, and Data Tables.
DES/Current/Designer/CallbackASAP	Use this block to set up immediate callbacks.
DES/Current/Designer/CallbackAvail	This block checks if there are any available slots for the customer's preferred callback date and time.
DES/Current/Designer/CallbackBlocks	Learn about the Callback blocks available in Designer.
DES/Current/Designer/CallbackCancel	This block enables you to cancel a callback.
DES/Current/Designer/CallbackExisting	This block checks if an existing callback already exists for a customer's phone number in the specified virtual queue.
DES/Current/Designer/CallbackSched	This block can be used to book a scheduled callback.
DES/Current/Designer/CallbackV2	This block allows callers to request or schedule a callback.
DES/Current/Designer/CallbackVqWatermark	You can use this block to check the number of active callbacks that are currently queued for a specific virtual queue (VQ).
DES/Current/Designer/CallData	Use this block to read and write data that can be accessed from both inside and outside the application.
DES/Current/Designer/ChangeLang	Use this block to change the language of the application and its associated audio resources.
DES/Current/Designer/ChangePersona	Use this block when you want to dynamically change the persona being used by an application throughout the course of an interaction.
DES/Current/Designer/ChatCustomMessage	Use this block to send a custom chat message to a contact.
DES/Current/Designer/ChatMessage	Use this block to send a chat message to a contact.
DES/Current/Designer/ChatTranscript	Use this block to send a transcript of the chat to the email address specified in a contact's profile.
DES/Current/Designer/Classify	You can use this block to classify a digital interaction based on certain keywords in the content.
DES/Current/Designer/ClickToCall	Use this block to add Click-to-Call-In Match functionality to your application.
DES/Current/Designer/CustomService	Use this block to access a custom service that was created for you by Genesys.
DES/Current/Designer/CustomVars	Learn how to create and edit custom variables to use in standard responses.
DES/Current/Designer/DataBlocks	The Data blocks help you to set up and manage various data handling functions within an application.
DES/Current/Designer/DataTable	Use this block when you want an application to reference one of your data tables.
DES/Current/Designer/DataTables	Learn about data tables and how you can use them in your applications.
DES/Current/Designer/DataTablesDash	This dashboard displays the disposition data of your applications in a table.
DES/Current/Designer/Debug	Use this block to debug runtime logic that isn't running as intended.
DES/Current/Designer/DefaultRouting	Learn how default routing works in Designer.
DES/Current/Designer/DesBusinessHours	Set up and manage the hours of operation for your business.
DES/Current/Designer/DigitalResourcesBar	Set up and manage digital resources for your applications, such as standard responses.
DES/Current/Designer/DurationsDash	Learn about the Durations dashboard and the reports it contains.
DES/Current/Designer/ECMAScript	In certain blocks, you can use ECMAScript expressions to perform dynamic operations while an application is running. For example, you can use ECMAScript expressions to assign values to variables or perform certain functions, like sorting an array.
DES/Current/Designer/EmailApp	Designer includes a digital application package that contains everything you need to get started with the Genesys Multicloud CX Email solution.
DES/Current/Designer/Emergency	Use this block to add a conditional emergency option to your application.
DES/Current/Designer/EmergencyFlags	Learn how to create and manage Emergency Flags that your application can use to handle emergency conditions.
DES/Current/Designer/ExtServBlocks	The External Services blocks enable your application to interact with an external service, such as a custom service that Genesys has provided to your company, or an external system that stores and exposes data through a REST web service.
DES/Current/Designer/ExtServDash	Learn about the External Services dashboard and the reports it contains.
DES/Current/Designer/Features	Learn about common tasks for administrators in Designer.
DES/Current/Designer/FieldCodes	Learn how to create and edit fields codes to use in standard responses.
DES/Current/Designer/FileSizeRef	This page provides information about the maximum permitted file sizes for resources being uploaded or imported/exported from Designer. These limitations help to ensure that your operations continue to run efficiently with minimal interruption.
DES/Current/Designer/GetChatTranscript	This block enables you to store the contents of the latest chat transcript in a variable which can then be referenced at a later point in the application flow. For example, you might want to retrieve the chat transcript and send it to multiple email recipients.
DES/Current/Designer/GetStarted	Learn how to get started with Designer.
DES/Current/Designer/GoTo	Use this block to jump to another block in the application.
DES/Current/Designer/HeatmapsDash	Learn about the Heatmap dashboard and the reports it contains.
DES/Current/Designer/HTTPREST	Use this block to access an external system using a RESTful API over HTTP.
DES/Current/Designer/InputsDash	Learn about the Inputs dashboard and the reports it contains.
DES/Current/Designer/IntelligentPrompts	Intelligent prompts are pre-recorded audio files that sound similar to natural human speech. They can be arranged to be spoken in a way that adheres to regional standards, such as when presenting a currency denomination or a date.
DES/Current/Designer/LogicCtrlBlocks	Use these blocks to add logic functions to an application.
DES/Current/Designer/ManageDash	Learn how to manage the Designer Analytics dashboards.
DES/Current/Designer/MediaResources	Learn about managing media resources and collections.
DES/Current/Designer/Menu	Use the Menu block to present a list of choices to customers.
DES/Current/Designer/MenuOption	This block appears automatically in the Application Flow if at least one DTMF key is enabled in a Menu block. You can use it to set up handling for when the associated option is selected.
DES/Current/Designer/Milestone	This block enables you to mark key moments while the application is running.
DES/Current/Designer/Naming	Recommendations for naming Designer applications and resources.
DES/Current/Designer/Partitions	PBAC enables Designer Administrators to control which resources users have access to.
DES/Current/Designer/PathDash	Learn about the Path dashboard and the reports it contains.
DES/Current/Designer/Personas	Choosing a persona for your application can provide customers with a more personalized experience.
DES/Current/Designer/PII	Learn how to assign rules and actions to incoming messages, emails, and workitems to protect your customers' private information.
DES/Current/Designer/PlayMessage	This block enables you to play a message to a customer. For example, you might play a greeting or provide some instructions.
DES/Current/Designer/PredictiveRouting	If your site is enabled for Genesys Predictive Routing, you can use the Predictive Routing block to route an interaction to the agent with the highest likelihood of a successful outcome.
DES/Current/Designer/QueryVQs	This block enables your application to determine the Estimated Wait Time (EWT) for multiple virtual queues.
DES/Current/Designer/RecordCall	This block enables you to control call recording. For example, you can start or stop recording when certain conditions are met.
DES/Current/Designer/RecordUtterance	This block enables you to capture a voice recording of a customer.
DES/Current/Designer/ReportingBlocks	The Reporting blocks help you to manage certain reporting functions within an application, such as to start or stop an activity or indicate the progress of an application.
DES/Current/Designer/Resources	This page provides general details about working with resources in Designer.
DES/Current/Designer/Return	This block is used to return control from a Shared Module to the application (or Shared Module) that called it.
DES/Current/Designer/Route	Use this block to route digital interactions to agents based on various routing criteria.
DES/Current/Designer/RouteAgent	This block enables you to route to an agent based on the specified Agent ID and Virtual Queue, Agent Login and SIP Switch, or Last Called Agent.
DES/Current/Designer/RouteCall	Use this block to route calls to an agent based on various criteria.
DES/Current/Designer/RoutingAlgorithms	Learn about the different types of routing algorithms that you can select in the Route Call and Route (Digital) blocks.
DES/Current/Designer/RoutingBlocks	Use the Routing blocks to specify how an interaction should be routed when certain conditions are met.
DES/Current/Designer/RoutingDash	Learn about the Routing Analysis dashboard and the reports it contains.
DES/Current/Designer/SankeyDash	Learn about the Sankey Path Analysis dashboard and the reports it contains.
DES/Current/Designer/SavePublish	Learn how to save, validate, and publish your applications.
DES/Current/Designer/SDRDash	Learn about the Session Detail Records dashboard and the reports it contains.
DES/Current/Designer/SdrRef	This page lists some of the most commonly used Session Detail Record (SDR) fields.
DES/Current/Designer/Security	Learn about the various roles and permissions in Designer.
DES/Current/Designer/Segmentation	This block enables an application to take a different path when certain conditions are met.
DES/Current/Designer/SendEmail	This block enables Designer to send an email that an agent created in advance.
DES/Current/Designer/SendSMS	The Send SMS block lets you send an SMS (Short Message Service) message to a customer. To use this block, your site must be enabled for Digital Channels. For more information, contact your Genesys representative.
DES/Current/Designer/SharedMod	Use this block when you want to reference a Shared Module in an application.
DES/Current/Designer/SharedModulesBar	Learn how to manage shared modules, which are small pieces of applications that you can use in other applications.
DES/Current/Designer/SmartApp	The SMART Inbound Voice Routing application is a baseline application designed to operate with multiple profiles that you can define and manage using Business Controls.
DES/Current/Designer/SpecialDay	Use this block to define holidays and other special days.
DES/Current/Designer/SpecialDays	Set up and manage Special Days (such as holidays) that you can reference in your applications.
DES/Current/Designer/SpeechGrammarsBar	A speech grammar defines the list of phrases or options that the caller can input when they use your application.
DES/Current/Designer/SpikesDash	Learn about the Spikes dashboard and the reports it contains.
DES/Current/Designer/StandardResponses	Learn how to manage the standard responses you send to customers.
DES/Current/Designer/StartTreatment	Use this block to play an uninterrupted busy treatment to a customer as their call is being routed.
DES/Current/Designer/Statistic	Use this block to retrieve statistics that can be used for routing interactions.
DES/Current/Designer/SummaryDash	Learn about the Summary dashboard and the reports it contains.
DES/Current/Designer/SunburstDash	Learn about the Sunburst Path Analysis dashboard and the reports it contains.
DES/Current/Designer/Survey	Use this block to set up a survey that you can offer to customers.
DES/Current/Designer/SurveyBlocks	These blocks help you to set up and offer surveys to customers.
DES/Current/Designer/SurveysDash	The reports on this dashboard provide information related to your survey applications.
DES/Current/Designer/TerminateCall	Use this block to end the interaction and jump directly to the Finalize phase of the application.
DES/Current/Designer/TerminateChat	Use this block to end the interaction and jump directly to the Finalize phase of the application.
DES/Current/Designer/Transfer	This block enables you to transfer a call to another destination.
DES/Current/Designer/Troubleshooting	This page describes how to generate network logs from different types of browsers. If you are experiencing issues with Designer, this information can be used to assist with troubleshooting.
DES/Current/Designer/TxnList	Use this block when you want to assign transaction list values to variables.
DES/Current/Designer/UpgradeNotes	Important information about Designer upgrades.
DES/Current/Designer/UserInput	This block enables you to collect information from the customer.
DES/Current/Designer/UserIntBlocks	These blocks help you to interact with customers, such as by offering menus, collecting information, or playing messages.
DES/Current/Designer/ValidatePhoneNumber	Use this block with Callback to validate phone numbers and provide support for international phone numbers.
DES/Current/Designer/Variables	Learn how to use variables in Designer.
DES/Current/Designer/VoiceMail	Use this block to route calls to voicemail.
DES/Current/DESPEGuide	This document guides you through the process of deploying and configuring Designer and Designer Application Server (DAS) as a service in a Kubernetes (K8s) cluster.
DES/Current/DESPEGuide/AKS	Learn more about specific settings that you have to configure when deploying Designer on Azure Kubernetes Service (AKS).
DES/Current/DESPEGuide/Architecture	Learn about the architeture for this service.No results architecture
DES/Current/DESPEGuide/Configure	Learn how to configure Designer.
DES/Current/DESPEGuide/Deploy	Learn how to deploy Designer into a private edition environment.
DES/Current/DESPEGuide/EnableFeatures	Learn how to enable optional features in Designer post deployment.
DES/Current/DESPEGuide/GKE	Learn more about specific settings that you have to configure when deploying Designer on Google Kubernetes Engine (GKE).
DES/Current/DESPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
DES/Current/DESPEGuide/Logging	Learn how to configure log levels for Designer and DAS.
DES/Current/DESPEGuide/Observability
DES/Current/DESPEGuide/OpenShift	Learn more about specific settings that you have to configure when deploying Designer on OpenShift.
DES/Current/DESPEGuide/Overview	Learn about Designer and how it works in Genesys Multicloud CX private edition.
DES/Current/DESPEGuide/Planning	Find out what to do before deploying Designer.
DES/Current/DESPEGuide/Provision	Learn about the Configuration Server objects and settings required for Designer.
DES/Current/DESPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall Designer.
DES/DesHWSizCal	Use this Excel workbook to calculate the hardware requirements needed to handle your expected user load.
DES/TSExtAPICallsSerReqs	Learn what happens when a Designer application makes an HTTP REST call using the HTTP REST block and how to troubleshoot issues with external API calls or service requests from Designer.
Developer/APIbyService	This page lists specific API content by Genesys technology area.
Docker/Current/Troubleshooting	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
Docker/Current/Troubleshooting/About	Containers are running instances of an Image. This manual provides details on running containers and troubleshooting them.
Docker/Current/Troubleshooting/Running Containers	Instructions to run the Docker containers.
Docker/Current/Troubleshooting/Troubleshooting	How to troubleshoot docker containers
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL AUDIT LOG	This table allows facts and dimensions to be described by data lineage attributes.
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL ETL HISTORY	No results
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL EXTRACT HISTORY	No results
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL GDPR HISTORY	No results
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL PURGE HISTORY	No results
Documentation:PEC-REP/Library/PDMLibraryGIM/Table-CTL TRANSFORM HISTORY	No results
GAA/Current/WDEPlugin	The Genesys Agent Assist plugin for Workspace Desktop Edition provides real-time transcription and knowledge suggestions based on the context of a live conversation between a customer and an agent.
GAA/Current/WDEPlugin	The Genesys Agent Assist plugin for Workspace Desktop Edition provides real-time transcription and knowledge suggestions based on the context of a live conversation between a customer and an agent.
GAA/Current/WDEPlugin/ConfigureAAGoogleAccount	To work with the Agent Assist feature, use your Google account to create a Google Cloud Project and Dialogflow artifacts.
GAA/Current/WDEPlugin/ConfigureGenAdmin	Import the Genesys Agent Assist configuration metadata in Genesys Administrator and configure the Genesys Agent Assist plugin. Importing the Agent Assist Plugin application metadata enables you to: See the Agent Assist role privileges when you configure a role in Genesys Administrator. Add Agent Assist options in Workspace Desktop applications.
GAA/Current/WDEPlugin/InstallAAIntegration	Install Google Dialogflow Agent extension for your organization to support your hybrid integration. Then, create and configure OAuth client credentials in Genesys Cloud CX.
GAA/Current/WDEPlugin/InstallWDEplugin	This article describes how to install the Genesys Agent Assist Plugin for Workspace Desktop Edition.
GAA/Current/WDEPlugin/PrerequisitesArticle	This article describes the prerequisites for the Genesys Agent Assist Plugin for Workspace Desktop Edition.
GAM/Current/Admin	Configure and administer nGAGEMENT for your organization.
GAM/Current/Admin/About metrics	nGAGEMENT provides a standard set of metrics that you can gamify and track to measure how successful your organization is at achieving its objectives.
GAM/Current/Admin/About user accounts	Learn how to manage agent, team leader, and manager accounts.
GAM/Current/Admin/Available metrics	Learn what standard metrics are available, their gamified display type, and whether they are configurable for specific queues, media types, and wrap-up codes.
GAM/Current/Admin/Configure challenges and leaderboard settings	Learn how to set the scopes for challenges and the leaderboard, and set the date range for displaying the leaderboard.
GAM/Current/Admin/Configure leaders	Learn how to configure manager and team leader accounts.
GAM/Current/Admin/Configure login exceptions	Learn how to configure login and logout exceptions that determine when agents can earn all their points.
GAM/Current/Admin/Configure metrics	Manage the metrics that you want to gamify and track.
GAM/Current/Admin/Configure powerhouse performance points	Learn how to set the daily minimum performance points required for an agent to obtain the Daily Powerhouse.
GAM/Current/Admin/Get nGAGEMENT	nGAGEMENT is a premium application that you purchase and install from Genesys AppFoundry. For more information, see About the AppFoundry in the Genesys Cloud CX Resource Center.
GAM/Current/Admin/Initial configuration	Learn how to complete the initial nGAGEMENT configuration after the nGAGEMENT setup wizard completes.
GAM/Current/Admin/Manage preset filters	Learn how to create and modify custom groupings of agents (for example, your new hires or part-time agents) for viewing purposes. The filters are available to use in several places in the application; for example, when viewing agent schedules and progress.
GAM/Current/Admin/Manage user passwords	Learn how to change an agent's or team leader's password.
GAM/Current/Admin/Manage your user settings	Learn how to manage your user account settings.
GAM/Current/Admin/Metric display types	View the gamified display types that nGAGEMENT uses to render a metric's KPI targets and points. For more information about metrics, see available metrics.
GAM/Current/Admin/nGAGEMENT setup wizard	Learn how to use the setup wizard to complete the initial setup process.
GAM/Current/Admin/Open Settings page	Learn how to manage nGAGEMENT and user account settings.
GAM/Current/Admin/Submit support ticket	Learn how to submit a support ticket to request assistance with using nGAGEMENT or report an issue.
GAM/Current/Admin/Subscribe to nSight	Learn how to receive a weekly email that provides a summary of agent performance; highlights and lowlights; and usage of the nGagement platform.
GAM/Current/Admin/View current users	Learn how to generate and export a list of current nGAGEMENT users.
GAM/nGAGEMENT overview	nGAGEMENT is a cloud-based performance management and employee engagement solution that gamifies your contact center.
GAM/nGAGEMENT permissions	View permissions for nGAGEMENT.
GAM/nGAGEMENT system requirements	Review the system requirements for nGAGEMENT.
GAMD/Current/Admin
GAMD/Current/Admin	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GAMD/Current/Admin/ConfigCIF1	Procedure to configure the Adapter with CIF V1.0.
GAMD/Current/Admin/ConfigCIF2	Procedure to configure the Adapter with CIF V2.0.
GAMD/Current/Admin/ConfigSP	Steps to configure screen-pops in Microsoft Dynamics 365 with CIF versions 1.0 or 2.0 or Microsoft USD.
GAMD/Current/Admin/ConfigUSD	Procedure to configure the Adapter with Microsoft USD.
GAMD/Current/Admin/ConfigWFDes	Steps to configure the Workflow Designer.
GAMD/Current/Admin/CustomSP	Steps to generate new unmanaged solutions and create new screen-pop scenarios.
GAMD/Current/Admin/Descript	The Workflow Designer allows you to customize Workflows through a graphic interface.
GAMD/Current/Admin/FunctionSP	Screen pops display a relevant record from Microsoft Dynamics 365 or Microsoft USD when agents receive or make calls.
GAMD/Current/Admin/FunctionWFDes	Workflow Designer features and workings.
GAMD/Current/Admin/Install365	Steps to install or update the Gplus Adapter in Microsoft Dynamics 365.
GAMD/Current/Admin/InstallUSD	Steps to install or update the Gplus Adapter in Microsoft Unified Service Desk (USD).
GAMD/Current/Admin/InstallWFDes	Procedure to install the Workflow Designer for the Gplus Adapter for Microsoft Dynamics 365.
GAMD/Current/Admin/Packages	Download the Gplus Adapter for Microsoft Dynamics package here.
GAMD/Current/Admin/Prereq365	Preconditions and browser requirements of the Gplus Adapter for Microsoft Dynamics 365 with CIF versions 1.0 or 2.0.
GAMD/Current/Admin/PrereqUSD	Preconditions and browser requirements for the Gplus Adapter for Microsoft Dynamics 365 Desktop Application with CIF versions 1.0 or 2.0.
GAMD/Current/Admin/Start	Concepts and procedures relevant to contact center administrators to implement the Gplus Adapter for Microsoft Dynamics 365.
GAMD/Current/Admin/WFDebug	The Workflow Debugger allows you to test Workflows simulating the Gplus Adapter's functioning.
GAMD/Current/Admin/WorkAH	The Gplus Adapter creates Activity History entries in Microsoft Dynamics 365 and Microsoft USD at the end of an inbound or outbound call.
GAMD/Current/Agent	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GAMD/Current/Agent/Access	The Gplus Adapter for Microsoft Dynamics 365 enables you to handle Genesys contact center functions from Microsoft Dynamics 365 or Unified Service Desk (USD).
GAMD/Current/Agent/ActivityH	The Gplus Adapter works with the Microsoft Dynamics 365 or Unified Service Desk (USD) Activity History records by adding details about the interactions you handle.
GAMD/Current/Agent/Basics	Logging in and getting ready to receive and make calls.
GAMD/Current/Agent/ClickCall	Click-to-call makes connecting to your customers easy.
GAMD/Current/Agent/Descript	The Gplus Adapter for Microsoft Dynamics 365 provides integrated management of communication channels within the Microsoft Dynamics 365 CRM.
GAMD/Current/Agent/Inbound	What you must know to handle incoming calls from known and unknown contacts.
GAMD/Current/Agent/Outbound	All you need to know to manage outgoing calls.
GAMD/Current/Agent/Performance	The Performance Tracker helps you check your statistics within the contact center.
GAMD/Current/Agent/ScreenPops	When you receive an interaction, a contact record pops up in Microsoft Dynamics 365 or Unified Service Desk (USD).
GAMD/Current/Agent/Workitem	Here is everything you require to know to handle incoming WorkItems interactions with the Gplus Adapter for MS Dynamics
GAMD/Current/ReleaseNote	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GASL/8.5/Agent
GASL/8.5/Agent	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GASL/8.5/Agent/ACWtimer	(OpenUI mode) If your administrator has configured it, you will see this additional After Call Work (ACW) Timer in your CTI toolbar that provides you with the time remaining of your after call work period.
GASL/8.5/Agent/Features	Lists new features and feature enhancements in the Adapter releases.
GASL/8.5/Deployment	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GASL/8.5/Deployment/ACWtimer	For the OpenUI mode only, the After Call Work (ACW) timer enables agents to see their remaining after call work time.
GASL/8.5/Deployment/Changes	Supplements or replaces information currently in the Gplus Adapter for Siebel CRM 8.0 Deployment Guide and the Supplement to Gplus Adapter for Siebel CRM 8.0 Deployment Guide.
GASL/8.5/Deployment/CustSblIPs	Starting with Siebel IP 2017, take into account significant changes to customization techniques.
GASL/8.5/Deployment/Dataprotect	Selective protection of sensitive data is improved with the ability to hide DTMF-related information (for example, digits) in Logs, via Communication Server options.
GASL/8.5/Deployment/Features	Lists new features and feature enhancements in the Adapter releases and deployment impact.
GASL/8.5/Deployment/SblIPs	Siebel IP2017, IP2018, IP2019, IP2020, IP2021 are supported.
GASN/Current/Admin
GASN/Current/Admin	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GASN/Current/Admin/ActivHist	The Gplus Adapter creates Activity History entries in ServiceNow at the end of an inbound or outbound call.
GASN/Current/Admin/Adapter configuration	This section explains how to set up the Gplus Adapter for ServiceNow.
GASN/Current/Admin/Adapter installation	This section describes how to install and configure the Gplus Adapter for ServiceNow.
GASN/Current/Admin/Click2Call	Click-to-call makes outbound calls easier.
GASN/Current/Admin/Config	Procedure to configure the Adapter with ServiceNow.
GASN/Current/Admin/Install	Steps to install or update the Gplus Adapter in ServiceNow.
GASN/Current/Admin/Packages	Download the Gplus Adapter for ServiceNow package here.
GASN/Current/Admin/Prereq	Preconditions and browser requirements of the Gplus Adapter for ServiceNow.
GASN/Current/Admin/Prerequisites and browser support	This section describes preconditions and browser requirements of the Gplus Adapter for ServiceNow.
GASN/Current/Admin/Screen pop configuration	This section explains how to configure and customize screen pops.
GASN/Current/Admin/ScreenPops	Screen pops display a relevant record from ServiceNow when agents receive or make calls.
GASN/Current/Admin/Start	Concepts and procedures relevant to contact center administrators to implement the Gplus Adapter for ServiceNow.
GASN/Current/Agent
GASN/Current/Agent	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GASN/Current/Agent/Gplus Adapter basics	Here is an introduction to the Gplus Adapter for ServiceNow.
GASN/Current/Agent/Handle workitems	Here is everything you require to know to handle incoming WorkItems interactions with the Gplus Adapter for ServiceNow.
GASN/Current/Agent/Make outbound calls	Here is everything you require to know to handle outgoing interactions with the Gplus Adapter for ServiceNow.
GASN/Current/Agent/Manage inbound calls	Here is everything you require to know to handle incoming interactions with the Gplus Adapter for ServiceNow.
GASN/Current/Agent/Screenpop in ServiceNow	Screen pops display a relevant record from ServiceNow when agents receive or make calls.
GASN/Current/Agent/Supported features	This section presents the Gplus Adapter supported features that require a more in-depth explanation.
GDE/9.0/ReleaseNote	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GDE/9.0/User	This user guide will get you up and running with Genesys Dialog Engine, a tool that enables you to create chat bots that can listen and respond to customers in a way that resembles a live agent. You’ll learn some basics, and then how to create and train your own chat bot.
GDE/9.0/User	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GDE/9.0/User/About	This User Guide is designed to get you up and running with Genesys Dialog Engine, a tool that enables you to create bots capable of listening and responding to customers in a way that resembles a live agent. You'll learn some basics, and then how to create and train your own bot.
GDE/9.0/User/Configuration	Learn how to configure your chat bot.
GDE/9.0/User/Confirmations	A confirmation is the message sent by the bot to confirm that it has understood the user's Intent.
GDE/9.0/User/Create a bot	A bot can either use an existing NLU Domain or it can operate as an independent entity.
GDE/9.0/User/Create your first Chat Bot	This section will walk you through the process of creating and running your first chat bot.
GDE/9.0/User/Domains	A domain is an area of knowledge that you're building a conversation for.
GDE/9.0/User/Entities	An entity is a possible piece of information that can be used in an utterance.
GDE/9.0/User/Intents	An Intent describes a task that a user wants to do.
GDE/9.0/User/Overview	Genesys Dialog Engine helps you to create bots through a natural language understanding (NLU) engine that can understand and process information provided as input.
GDE/9.0/User/Slots	A slot is a specific piece of information that can be derived from an utterance and mapped to an entity.
GDE/9.0/User/Testing your Chat Bot	Training your bot is the most important part of your bot's performance.
GDE/9.0/User/Training your Chat Bot	Improve your domain model by identifying slots and intents.
GDE/9.0/User/Utterances	An utterance is what the user communicates to describe their intent.
GDE/9.0/User/Viewing Analytics	Understand your bot's performance and use it to improve the bot.
GDE/Current/User
GDE/Current/User	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GDE/Current/User/Adding Knowledge	Add predefined questions and answers to your bot allowing it to understand and respond to conversations.
GDE/Current/User/Bots	A bot is a virtual agent that can serve as a starting point for conversations before live agents join the conversation.
GDE/Current/User/Configuration	Modify your bot's settings.
GDE/Current/User/Confirmations	A Confirmation is the message sent by the bot to confirm that it has understood the user’s intent.
GDE/Current/User/Create your first Chat Bot	This article will walk you through the process of creating and testing your first chatbot.
GDE/Current/User/Intent Accuracy Report	Learn to understand and use the Intent Accuracy Report feature.
GDE/Current/User/Intent Disambiguation	Learn how to configure the bot to choose the right intent from multiple possible intents.
GDE/Current/User/Intents	An Intent describes a task that a user wants to do.
GDE/Current/User/Overview	Genesys Dialog Engine helps you to create bots through a natural language understanding (NLU) engine that can understand and process information provided as input.
GDE/Current/User/Slots	A Slot is a specific piece of information that can be derived from an utterance and is used to fulfill the user's intent. Each slot is mapped to a Slot Type. The slot type defines the type of information that the bot should look for as the slot within an utterance.
GDE/Current/User/Testing your Chat Bot	It is very important to test how your bot works. The Test Bot feature allows you simulate a conversation with your bot.
GDE/Current/User/Training your Chat Bot	Improve your bot by training it to recognize intents and slot accurately using the Learning page.
GDE/Current/User/Utterances	An Utterance is what the user communicates to describe their intent.
GDE/Current/User/Versioning Bots	Learn how to create multiple versions of your bot
GDE/Videos	Watch videos about Genesys Dialog Engine
GDL/9.0/Deployment	Genesys Data Layer Lab Version.
GDL/9.0/Deployment	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GDL/9.0/Deployment/About	Genesys Data Layer Lab Version.
GDL/9.0/Deployment/Access Docker Container	Accessing Docker Container
GDL/9.0/Deployment/Access Log and Volume Files	Debugging log files for troubleshooting.
GDL/9.0/Deployment/Configure Producer and Consumer Config	Configuring client side ports to access Kafka layers.
GDL/9.0/Deployment/Deploy Clusters	Deployment of GDL clusters in Docker environment.
GDL/9.0/Deployment/Docker Ready Environment	Docker Setup Instructions
GDL/9.0/Deployment/Environmental Variables	Environment variables in GDL
GDL/9.0/Deployment/Installing GDL	Installation steps from Installation Package (IP) files.
GDL/9.0/Deployment/Life cycle of Docker Container	Life cycle of Docker Containers
GDL/9.0/Deployment/Overview	Overview about Genesys Data Layer
GDL/9.0/Deployment/Pre-Requisites	Prerequisities for GDL
GDL/9.0/Deployment/Prepare for Operating System	Detailed Instructions to set up CentOS/7 in Windows 10 Environment
GDL/9.0/Deployment/Preparing to Install GDL	Hardware requirements for Installing Genesys Data Layer.
GDL/9.0/Deployment/Restart Kafka clusters	How to restart Kafka clusters?
GDL/9.0/Deployment/Verify GDL Docker Container	Verification steps for GDL Docker.
GDL/9.0/ReleaseNote	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GDL/9.0/ReleaseNote/GDL-Dec-20	Stub page as target for the html RN stub included in the IP. This page redirects to the top-level About page
GenesysEngageMulticloud/Current/GECUG	Introduction to the Genesys Multicloud CX User Guide.
GenesysEngageMulticloud/Current/GECUG/Accessibility	Provides information on Genesys support for standards to make software accessible to people with disabilities.
GenesysEngageMulticloud/Current/GECUG/AnalyticsServices	Describes Genesys Multicloud CX Analytics.
GenesysEngageMulticloud/Current/GECUG/BasicCloudServiceElements	An introduction to the Genesys Multicloud CX Service elements.
GenesysEngageMulticloud/Current/GECUG/Billingmeasurementdefinitions	Provides Genesys Multicloud CX billing measurement definitions
GenesysEngageMulticloud/Current/GECUG/CollaborationServices	Describes Genesys Multicloud CX Collaboration.
GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy	Explains the Genesys Multicloud CX data retention policy.
GenesysEngageMulticloud/Current/GECUG/DigitalServices	Describes Genesys Multicloud CX Digital.
GenesysEngageMulticloud/Current/GECUG/InboundServices	Describes Genesys Multicloud CX Inbound.
GenesysEngageMulticloud/Current/GECUG/IntegrationServices	Describes Genesys Multicloud CX Integration.
GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices	Describes Genesys Multicloud CX Omnichannel Desktop.
GenesysEngageMulticloud/Current/GECUG/OpenPlatformServices	Describes Genesys Multicloud CX Open Platform.
GenesysEngageMulticloud/Current/GECUG/OutboundServices	Describes Genesys Multicloud CX Outbound.
GenesysEngageMulticloud/Current/GECUG/RoutingServices	Describes Genesys Multicloud CX Routing.
GenesysEngageMulticloud/Current/GECUG/SelfServeAutomationServices	Describes Genesys Multicloud CX Self-service and automation.
GenesysEngageMulticloud/Current/GECUG/Support	Describes the support documentation for Genesys Multicloud CX services.
GenesysEngageMulticloud/Current/GECUG/WEMServices	Describes Genesys Multicloud CX Workforce Engagement Management (WEM).
GenesysEngageMulticloud/Current/GECUG/Wirelessoutofbandmgmt	Explains the Genesys Multicloud CX wireless out-of-band management restrictions associated with the use of wireless devices in Genesys data centers.
GenesysEngageMulticloud/EmployeeOnly/PMORef	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GenesysEngageMulticloud/EmployeeOnly/PMORef/GenesysEngagecloudcapabilities	See the capabilities, use cases, network protocols, and compliance standards that Genesys Multicloud CX supports on Azure and AWS.
GenesysEngageMulticloud/Library/Library	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
GVP/Current/GVPPEGuide	Find links to all the topics in this guide.
GVP/Current/GVPPEGuide/Architecture	Learn about GVP architecture.
GVP/Current/GVPPEGuide/Architecture-HL	Learn about the architeture for this service.No results architecture
GVP/Current/GVPPEGuide/ArchitectureGVPConfigurationServer	Learn about the architeture for this service.No results - configuration serverarchitecture
GVP/Current/GVPPEGuide/ArchitectureGVPMediaControlPlatform	Learn about the architeture for this service.No results - media control platformarchitecture
GVP/Current/GVPPEGuide/ArchitectureGVPReportingServer	Learn about the architeture for this service.No results - reporting serverarchitecture
GVP/Current/GVPPEGuide/ArchitectureGVPResourceManager	Learn about the architeture for this service.No results - resource managerarchitecture
GVP/Current/GVPPEGuide/ArchitectureGVPServicDiscovery	Learn about the architeture for this service.No results - service discoveryarchitecture
GVP/Current/GVPPEGuide/Configure	Learn how to configure Genesys Voice Platform.
GVP/Current/GVPPEGuide/Deploy	Learn how to deploy Genesys Voice Platform (GVP) into a private edition environment.
GVP/Current/GVPPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
GVP/Current/GVPPEGuide/Logging	Learn how to store logs for Genesys Voice Platform.
GVP/Current/GVPPEGuide/Observability
GVP/Current/GVPPEGuide/Overview	Learn about Genesys Voice Platform and how it works in Genesys Multicloud CX private edition.
GVP/Current/GVPPEGuide/Planning	Find out what to do before deploying Genesys Voice Platform.
GVP/Current/GVPPEGuide/Provision	Learn how to provision Genesys Voice Platform.
GVP/Current/GVPPEGuide/Upgrade	Learn how to upgrade, rollback or uninstall Genesys Voice Platform.
GWS/Current/GWSPEGuide	Find links to all the topics in this guide.
GWS/Current/GWSPEGuide/Architecture	Learn about No results architecture.
GWS/Current/GWSPEGuide/Configure	Learn how to configure GWS Services.
GWS/Current/GWSPEGuide/ConfigureIngress	Learn how to configure GWS Ingress.
GWS/Current/GWSPEGuide/ConfigureTLS	Learn how to configure Transport Layer Security and authentication for connections to third-party services and non-containerized Genesys servers.
GWS/Current/GWSPEGuide/Deploy	Learn how to deploy GWS Services into a private edition environment.
GWS/Current/GWSPEGuide/DeployIngress	Learn how to deploy GWS Ingress into a private edition environment.
GWS/Current/GWSPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
GWS/Current/GWSPEGuide/Logging
GWS/Current/GWSPEGuide/Metrics	Learn which metrics you should monitor for Web Services and Applications and when to sound the alarm.
GWS/Current/GWSPEGuide/Overview	Learn about Genesys Web Services and Applications and how it works in Genesys Multicloud CX private edition.
GWS/Current/GWSPEGuide/Planning	Find out what to do before deploying Genesys Web Services and Applications.
GWS/Current/GWSPEGuide/Provision	Learn how to provision Genesys Web Services and Applications.
GWS/Current/GWSPEGuide/ProvisionAS	Learn how to provision Agent Setup.
GWS/Current/GWSPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall GWS.
GWS/Current/GWSPEGuide/UpgradeIngress	Learn how to upgrade, rollback or uninstall GWS Ingress.
IXN/Current/IXNPEGuide	Find links to all the topics in this guide.
IXN/Current/IXNPEGuide/Architecture	Learn about Interaction Server architecture.
IXN/Current/IXNPEGuide/ArchitectureIXN	Learn about the architeture for this service.No results architecture
IXN/Current/IXNPEGuide/Configure	Learn how to prepare and configure deployment of Interaction Server (IXN) using Helm chart.
IXN/Current/IXNPEGuide/Deploy	Learn how to deploy Interaction Server (IXN) into a private edition environment.
IXN/Current/IXNPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
IXN/Current/IXNPEGuide/Logging	Learn how to store logs for Interaction Server.
IXN/Current/IXNPEGuide/Observability
IXN/Current/IXNPEGuide/Overview	Learn about Interaction Server and how it works in Genesys Multicloud CX private edition.
IXN/Current/IXNPEGuide/Planning	Find out what to do before deploying Interaction Server.
IXN/Current/IXNPEGuide/Provision	Learn how to provision Interaction Server.
IXN/Current/IXNPEGuide/Upgrade	Learn how to upgrade, rollback or uninstall Interaction Server.
Mixed/Current/Deployment	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
Mixed/Current/Deployment/GeneralArchitecture	Learn about the general architecture of a mixing Genesys Multicloud CX containers with a Genesys Engage environment.
Mixed/Current/Deployment/IVWWESIP	Learn about how to implement the Inbound Voice Agent Workspace / Workspace Web Edition (SIP) Mixed Mode use case with your Genesys Engage environment.
Mixed/Current/Deployment/IVWWEWebRTC	Learn about how to implement the Inbound Voice with WebRTC Mixed Mode use case with your Genesys Engage environment.
Mixed/Current/Deployment/Overview	Learn about what Mixed Mode is and why you should use it if you are a Genesys Engage customer.
Mixed/Current/Deployment/StandaloneReportingUI	Learn about how to implement the Reporting Mixed Mode use case with your Genesys Engage environment.
Mixed/Current/Deployment/SuiteRequirements	Learn about what you need to set up and use Genesys Multicloud CX containers with your Genesys Engage components.
Mixed/Current/Deployment/TLSLegacySever	Learn about how to set up TLS connections between Genesys Web Services and your Genesys Engage servers.
Mixed/Current/Deployment/UseCases	Learn about what Mixed Mode use cases are and which ones are right for your business.
PE-GPR/9.0.0/Deployment	This guide covers the following topics, enabling you to plan, set up, and maintain the on-premises components in your Genesys Predictive Routing (GPR) environment. GPR enables you to match interactions with agents for optimal outcomes.
PE-GPR/9.0.0/Deployment/architecture	This topic presents Genesys Predictive Routing (GPR) architecture, first at a high-level overview, followed by more detailed views of the connections used by Data Loader and the URS Strategy Subroutines with the GPR Platform, which is deployed in the Genesys Multicloud CX.
PE-GPR/9.0.0/Deployment/ASCops	You can monitor Data Loader status using the log events that Message Server sends to Solution Control Interface.
PE-GPR/9.0.0/Deployment/cfgAsc	Data Loader uploads and joins data from various sources in your environment to create datasets, which form the basis on which Predictive Routing (GPR) can score agents and improve key performance indicator (KPI) outcomes.
PE-GPR/9.0.0/Deployment/cfgSubroutines	Genesys Predictive Routing (GPR) provides subroutines components that are integrated with your Genesys Routing solution. The subroutines are placed within an existing strategy, where they add agent scoring and best-match functionality that enables you to fine-tune the routing of a specific interaction to the agent who can best handle it, based on the KPIs you want to optimize.
PE-GPR/9.0.0/Deployment/dataReqs	Certain requirements and limitations apply to the data that you upload to GPR. This topic explains these requirements, and also presents data security and anonymization.
PE-GPR/9.0.0/Deployment/DL-CFEP	The Cloud Feature Engineering Pipeline (CFEP) facilitates computation of aggregated features and complex data joins for more broad-based predictive analysis.
PE-GPR/9.0.0/Deployment/DL-CfgFile	Learn how to configure Data Loader to upload data to your instance of the GPR Core Platform for analysis and agent scoring.
PE-GPR/9.0.0/Deployment/DL-EKS	Deploy Data Loader in Docker containers hosted on Amazon Elastic Kubernetes Service (EKS).
PE-GPR/9.0.0/Deployment/envPrereqs	Genesys Predictive Routing (GPR) includes several components. This topic provides an overview of the prerequisite hardware and software required to run each component. It also includes an interoperability table, showing which versions of the Genesys components required to run an end-to-end GPR solution are compatible. Important In addition to the prerequisites noted here, see the Genesys Supported Operating Environment Reference Guide, which provides operating system, database, and browser requirements information for most Genesys products.
PE-GPR/9.0.0/Deployment/gdpr	This page describes product-specific aspects of Predictive Routing support for the European Union's General Data Protection Regulation (GDPR) in hybrid and Genesys Multicloud CX deployments.
PE-GPR/9.0.0/Deployment/GIMintegration	Genesys Predictive Routing (GPR) can supply a variety of information about routing outcomes for use by the Genesys reporting applications. GPR sends data for historical reporting in Key-Value Pair. This KVP data, which is stored in the Info Mart database, can also to be fed back into GPR to refine predictors. In addition, Stat Server sends this KVP data to Pulse for real-time reporting.
PE-GPR/9.0.0/Deployment/GPRbilling	GPR generates data that is used to determine which interactions are billable.
PE-GPR/9.0.0/Deployment/ixnFlows	Learn about Predictive Routing interaction flows, how the URS Strategy Subroutines work together to score agents and identify a routing target, how URS ranks agents by score, and how GPR handles agent reservation.
PE-GPR/9.0.0/Deployment/JoiningData	Prior to uploading data to the GPR application, you can join interaction data with the available outcome, Agent Profile or Customer Profile data to create Datasets that provide richer feature sets from which to create Predictors and Models.
PE-GPR/9.0.0/Deployment/quickStart	To use Genesys Predictive Routing (GPR), you'll need to install and configure the products and components listed below.
PE-GPR/9.0.0/Deployment/sizing	Use the Excel worksheet linked below to calculate hardware sizing guidelines for the on-premises GPR components in your environment.
PE-GPR/9.0.0/Deployment/startStop	This topic explains how to start and stop Data Loader, and how to enable or disable use of Predictive Routing when routing interactions.
PE-GPR/9.0.0/Help	This Help explains how ADMIN and REVIEWER users can access the Genesys Predictive Routing (GPR) web application for the following tasks: (ADMIN users) Configure your account password policies and manage users. Reset your password. View Feature Coverage and Model Accuracy reports for your predictors.
PE-GPR/9.0.0/Help/AgtVarReport	Success using Genesys Predictive Routing (GPR) depends on the presence of variance in agent performance for a target metric. The more variance between agents, the greater the impact of choosing better agents.
PE-GPR/9.0.0/Help/AIMonitoring	Gain insight into your Machine Learning model performance factors to ensure you always get the best predictions.
PE-GPR/9.0.0/Help/cfgAccounts	This page explains how ADMIN users can set or update password policies for their account.
PE-GPR/9.0.0/Help/cfgAgents	View the fields, datatypes, anonymization status and other aspects of the Agent schema.
PE-GPR/9.0.0/Help/cfgCustomers	View the fields, datatypes, anonymization status and other aspects of the Customer schema.
PE-GPR/9.0.0/Help/cfgUserMgmt	This window is available only to users with the ADMIN role. The User Management window enables you to add new ADMIN and REVIEWER users to your account and to configure user settings.
PE-GPR/9.0.0/Help/cfgUserProfile	The Password tab enables you to change the password for your existing user account. An ADMIN user can also reset other users' passwords. Note: The Predictive Routing Staff Help provides internal users with additional documentation.
PE-GPR/9.0.0/Help/ConfigPredictModels	Predictors and models are key objects to create and optimize predictive routing. Predictors enable you to analyze various factors that might affect a specific metric. For example, you might check how the matching between customer and agent languages, ages, genders, and locations affect the NPS score. Models are built on a predictor and include the same target metric. Each model has a subset of the agent and customer features present in the dataset. The Feature Analysis report helps you to identify the features with the strongest impact on the target metric. You can create multiple models for the same predictor, each with a different set of features selected.
PE-GPR/9.0.0/Help/Datasets	Predictive Routing datasets can include a broad range of data used to create Predictors and to train and test Models. This topic explains how to upload this data using the GPR web application.
PE-GPR/9.0.0/Help/FAReport	The Feature Analysis report provides a starting point for the process of creating Predictors and Models. It enables you to determine which factors—agent and customer characteristics and behavior—have the most impact on a target metric you select.
PE-GPR/9.0.0/Help/KPIOutcome	View how well Genesys Predictive Routing (GPR) optimizes your key performance indicators (KPIs) compared with routing without GPR.
PE-GPR/9.0.0/Help/metricsMinMax	Using Genesys Predictive Routing (GPR) is all about improving key performance indicators (KPIs) in your environment. These KPIs are represented as the target metric in your predictors and in analysis reports, such as the Feature Analysis report. When you configure a predictor, you have the option of entering a score expression, which
PE-GPR/9.0.0/Help/ModelAccuracy	View how well your model is performs over time, how accurate your model was when trained, and feature coverage.
PE-GPR/9.0.0/Help/Predictors	Predictors enable you to analyze various factors that might affect a specific metric. For example, you can check how the matchup between customer and agent languages, ages, locations, customer's reason for making contact, and agent skills affect the NPS score.
PE-GPR/9.0.0/Help/PrMConfig	The topics in this section explain how to use the Settings parameters available to you depending on your user role.
PE-GPR/9.0.0/Help/Reports	Genesys Predictive Routing (GPR) provides feature coverage and model accuracy graphs for your predictors.
PE-GPR/9.0.0/Help/viewDatasets	View a list of all of your datasets, the schema for each individual dataset, and the uploads that make up each dataset.
PE-GPR/HIW	Learn how Predictive Routing scores agents to find the best match between agent and interaction for the KPI you want to optimize.
PE-GPR/Staff/Help	This guide explains how to use the Genesys Predictive Routing (GPR) application to do the following tasks: Configure your account and users. Review and manage your agent profile, customer profile, and dataset data. Create predictors. Create, train, test, and update models. Analyze predictor and model performance. Monitor jobs. NOTE: Much of the content in this Help is also relevant for people using the API.
PE-GPR/Staff/Help/agentScoring	GPR scores agents based on the data uploaded to the Agent and Customer Profiles or, if you are using the GPR API, on data passed in the API score request as part of the context parameter. If both are present, data from the API request takes priority over data from the Agent and Customer Profiles. This topic explains how GPR handles various scoring scenarios, depending on your environment and your configuration settings.
PE-GPR/Staff/Help/AgentsPage	The Agents window enables you to view detailed information about the agents in your Agent Profile.
PE-GPR/Staff/Help/AgtVarReport	Success using Genesys Predictive Routing (GPR) depends on the presence of variance in agent performance for a target metric. The more variance between agents, the greater the impact of choosing better agents.
PE-GPR/Staff/Help/AIMonitoring	Gain insight into your Machine Learning model performance factors to ensure you always get the best predictions.
PE-GPR/Staff/Help/cfgAccounts	An account usually represents a business or, in multitenant environments, a tenant. This page explains how to update an account.
PE-GPR/Staff/Help/cfgAgents	View the fields, datatypes, anonymization status and other aspects of the Agent schema.
PE-GPR/Staff/Help/cfgCustomers	View the fields, datatypes, anonymization status and other aspects of the Customer schema.
PE-GPR/Staff/Help/cfgUserMgmt	The User Management tab enables you to add new users to an account and to configure user settings.
PE-GPR/Staff/Help/cfgUserProfile	The Password tab enables you to change the password for your existing user account and to reset other users' passwords.
PE-GPR/Staff/Help/ConfigPredictModels	Predictors and models are key objects to create and optimize predictive routing. Predictors enable you to analyze various factors that might affect a specific metric. For example, you might check how the matching between customer and agent languages, ages, genders, and locations affect the NPS score. Models are built on a predictor and include the same target metric. Each model has a subset of the agent and customer features present in the dataset. The Feature Analysis report helps you to identify the features with the strongest impact on the target metric. You can create multiple models for the same predictor, each with a different set of features selected.
PE-GPR/Staff/Help/CustomersPage	The Customers window enables you to view complete information about the agents in your Customer Profile. To open it, click Customers on the top navigation bar. Important Fields with the visibility turned off in the Customer Profile schema are not visible on the Customer Details tab.
PE-GPR/Staff/Help/Datasets	Predictive Routing datasets can include a broad range of data used to create Predictors and to train and test Models. This topic explains how to upload this data using the GPR web application.
PE-GPR/Staff/Help/DatasetsPage	View Dataset trends on the Trend tab and generate reports for your datasets.
PE-GPR/Staff/Help/dataUpload	Data is the raw material for Predictive Routing. This section explains how to view the data you uploaded using Data Loader: customer, agent, interaction, and any other data, such as interaction outcomes and survey responses, you find to be relevant.
PE-GPR/Staff/Help/FAReport	The Feature Analysis report provides a starting point for the process of creating Predictors and Models. It enables you to determine which factors—agent and customer characteristics and behavior—have the most impact on a target metric you select.
PE-GPR/Staff/Help/ixnFlows	To deploy the GPR subroutines, you modify your IRD strategies to incorporate them. Rather than picking the Agent with required skills who has been available longest, or using simple Agent Group routing, Predictive Routing predicts the best results for a specific interaction, based on customer intent or other relevant information.
PE-GPR/Staff/Help/KPIOutcome	View how well Genesys Predictive Routing (GPR) optimizes your key performance indicators (KPIs) compared with routing without GPR.
PE-GPR/Staff/Help/metricsMinMax	Using Genesys Predictive Routing (GPR) is all about improving key performance indicators (KPIs) in your environment. These KPIs are represented as the target metric in your predictors and in analysis reports, such as the Feature Analysis report.
PE-GPR/Staff/Help/ModelAccuracy	View how well your model is performs over time, how accurate your model was when trained, and feature coverage.
PE-GPR/Staff/Help/Models	A model is built on a predictor and includes the same target metric. Each model has a subset of the agent and customer features present in the dataset. The Feature Analysis report helps you to identify the features with the strongest impact on the target metric. You can create multiple models for the same predictor, each with a different set of features selected. You can compare how well models work to create the most effective ones. You can configure models that are best-suited to specific circumstances and control which model is used by activating and deactivating them. This enables you to respond promptly to changes such as weekday vs weekend volume or the anticipated increase in certain types of interactions after a big marketing push.
PE-GPR/Staff/Help/modelTesting	Predictive Routing enables you to use Genesys historical reporting to generate an A/B testing report, which assesses how well your Predictive Routing models perform when compared with other models or with your standard routing. Learn more about Models. When you run an A/B test, you compare the outcome of routing using one model with the outcome from one or more other models that differ from the first in specific, targeted ways. After a set amount of time, an analysis of the outcomes can show you the strengths and weaknesses of each model.
PE-GPR/Staff/Help/Monitor Jobs	The Jobs window enables you to view the status and outcome for the following job types: Data synchronization (datasets, Agent Profiles, and Customer Profiles) Data purging Processing analysis reports (Feature Analysis, and Agent Variance) Model training
PE-GPR/Staff/Help/Predictors	Predictors enable you to analyze various factors that might affect a specific metric. For example, you can check how the matchup between customer and agent languages, ages, locations, customer's reason for making contact, and agent skills affect the NPS score.
PE-GPR/Staff/Help/PrMConfig	The topics in this section explain how to use the GPR application windows that enable you to handle accounts, to create and update users and user roles, and to set and update passwords and password requirements. IMPORTANT: When you are initially setting up Predictive Routing, you must create the Data Loader user. Without the Data Loader SERVICE user, Data Loader cannot access the GPR Core Platform.
PE-GPR/Staff/Help/Reports	Genesys Predictive Routing (GPR) provides a number of ways to assess the quality of your data within the application interface.
PE-GPR/Staff/Help/uploadAgents	Instructions for uploading agent data from a CSV file to the Agent Profile using the GPR web application. Note that this upload functionality is deprecated in favor of uploads using Data Loader.
PE-GPR/Staff/Help/UploadCustomers	Instructions for uploading data from a CSV file to the Customer Profile using the GPR web application. Note that this upload functionality is deprecated in favor of uploads using Data Loader.
PE-GPR/Staff/Help/uploadOverview	The GPR web application can enable you to upload data.
PE-GPR/Staff/Help/viewDatasets	View a list of all of your datasets, the schema for each individual dataset, and the uploads that make up each dataset.
PEC-AD/ADAccessibility	Information about setting up and using accessibility features in Agent Workspace.
PEC-AD/Current/Agent
PEC-AD/Current/Agent	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-AD/Current/Agent/AD	Agent Workspace lets contact center agents communicate with customers and team members through phone calls and Genesys Digital channels.
PEC-AD/Current/Agent/ADCallback	You can schedule a callback interaction for your contact from the current interaction of any interaction type.
PEC-AD/Current/Agent/ADchannels	Channels are the different methods that you use to communicate with customers and team members in your contact center. Channels include the voice channel and Digital channels such as chat and email. Use the Channels tab to set your status on your assigned channels.
PEC-AD/Current/Agent/ADChat	Chat is a Genesys Digital channel. The chat channel lets you handle customer chats. To chat with your team members start a chat consultation.
PEC-AD/Current/Agent/ADcobrow	A Genesys Co-browse session lets you and a contact navigate the same web page at the same time. Unlike conventional screen-sharing applications where one party sees an image of the other party's browser, in a Genesys Co-browse session both you and the contact share the same instance of the web page.
PEC-AD/Current/Agent/ADcontacts	Contacts can be team members or customers. Information about contacts is stored in the Contact Directory. From the Contact Directory, you can call a contact, manage a contact's profile information (such as their name, phone number, email address), and review a contact's past interactions.
PEC-AD/Current/Agent/ADcustinter	A contact is a person that your company does business with. Your company has information about that person that you can manage and use to do your job. An interaction is a communication with the contact over one or more channels, such as Voice or Digital, such as Chat or Email, and the tools that help you address the contact's needs and the needs of your company. Agent Workspace provides tools that you can use to manage previous interactions with a contact (the contact's interaction history, your History, and your company's interaction database).
PEC-AD/Current/Agent/ADemail	Email is a Genesys Digital channel. The email interaction window enables you to view all of the information necessary to handle inbound and outbound email interactions with a contact.
PEC-AD/Current/Agent/ADFacebook	The Agent Workspace Chat channel enables you to exchange Facebook Messenger and Facebook Public messages with your contacts using the asynchronous chat features including the Conversation tab and the Communication tab. Your account must be enabled for Facebook to handle chat interactions from Facebook.
PEC-AD/Current/Agent/ADGoogleAgentAssist	On voice calls, agents can receive suggestions from a knowledge base in a special tab in the interaction view. A transcript of the call is also generated using speech-to-text.
PEC-AD/Current/Agent/ADhist	Workspace lets you search for and look at the interactions that you and your coworkers have worked on in the past. You can view information about the interactions, including notes and case data. You can also open and process (forward or mark Done) some interactions.
PEC-AD/Current/Agent/ADintinter	Internal interactions are communications between you and other people inside your company, such as call and chat consultations, call, chat, and email transfers, and also messages to you from your system or administrators. Internal interactions also include call and chat conferences that involve you, another internal party, and a contact.
PEC-AD/Current/Agent/ADKnowledgeCenter	How to access your corporate knowledge base to provide the best possible answer when interacting with a contact.
PEC-AD/Current/Agent/ADMessaging	Messaging includes the Genesys Chat, SMS, WhatsApp, Messenger, and Twitter Direct Message Digital channels. Messaging enables you to manage message-based conversations across one or more of these channels in a unified conversation.
PEC-AD/Current/Agent/ADMyWorkbins	A workbin is like a personal queue or storage area where you can store email and workitem interactions to be handled later. You can access all of your workbins from the My Workbins tab in the Connect area. Supervisors might also see team workbins and Interaction Queues in this tab.
PEC-AD/Current/Agent/ADNav	Having trouble finding your way around Agent Workspace? If you need help identifying a button or field, hold your mouse pointer over it to reveal a tooltip. Do you use a screen reader? Do you navigate Agent Workspace using a keyboard? You can find out all about it here!
PEC-AD/Current/Agent/ADOutbound	As an agent, you might work on campaigns (for example, collections, telemarketing, or fundraising) where you make outbound calls to contacts. You can view and manage your campaigns from the My Campaigns tab.
PEC-AD/Current/Agent/ADPredictive Engagement	Genesys Predictive Engagement displays a graphic representation of a contact's website journey, providing information and insight for sales and service agents.
PEC-AD/Current/Agent/ADQuickStart	Logging in and getting ready to take call and handle Genesys Digital channels.
PEC-AD/Current/Agent/ADRelated	The Related tab contains a list of all the email interactions that are part of a single conversation related to the current interaction. Select an interaction to display its contents.
PEC-AD/Current/Agent/ADResponses	While you are handling an interaction, you can use the Responses tab in the interaction view to access a database of pre-written standard responses for your interactions. You can insert a response as a reply into any outbound interaction, such as an email or a chat message, or you can read them to the contact during a phone interaction.
PEC-AD/Current/Agent/ADSMS	The Agent Workspace Chat channel enables you to exchange chat messages with a contact. This is called a chat interaction. Chat interactions include Web Chat, SMS and MMS messages, Facebook Messenger, and Twitter Direct Messages.
PEC-AD/Current/Agent/ADTeamCommunicator	The Team Communicator is a feature that lets you find someone in your company's directory (an internal target) or someone from outside your company (like a contact) who has their information stored in the contact directory.
PEC-AD/Current/Agent/ADTwitter	The Agent Workspace Chat channel enables you to exchange Twitter Direct Messages and Twitter Public messages with your contacts using the asynchronous chat features including the Conversation tab and the Communication tab. Your account must be enabled for Twitter to handle chat interactions from Twitter.
PEC-AD/Current/Agent/ADVideos	This collection of videos from the Genesys Vimeo channel demonstrates some of the most commonly used features of Agent Workspace.
PEC-AD/Current/Agent/ADVoice	The controls and features that let you handle voice interactions with contacts or team members.
PEC-AD/Current/Agent/ADWhatsApp	The Agent Workspace Chat channel enables you to exchange chat messages (interactions) with a contact. Chat interactions include Web Chat, WhatsApp messages, Facebook Messenger, Twitter Direct Messages, and SMS messages.
PEC-AD/Current/Agent/ADWorkitems	Workitems, called Open Media by Genesys Digital channels, are documents that might be directed to you for handling. They include many media types, such as faxes or PDFs, that you might have to access while you are handling interactions of another type, such as email. The Workitem interaction window enables you to access all of the information necessary to handle a workitem.
PEC-AD/Current/Supervisor	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-AD/Current/Supervisor/ADsuper	Some workers at contact centers are designated to be Team Leads or Supervisors. In this role, it is your responsibility to ensure that the agents that you supervise are successful.
PEC-AD/Current/WWEPEGuide	Find links to all the topics in this guide.
PEC-AD/Current/WWEPEGuide/AgentAssistConfig	Agent Assist enables agents to access real-time voice transcription and real-time knowledge base and FAQ suggestions. Agents can read or paraphrase them on a voice call.
PEC-AD/Current/WWEPEGuide/Architecture	Learn about the architeture for this service.No results architecture
PEC-AD/Current/WWEPEGuide/Configure	Learn how to configure Workspace Web Edition.
PEC-AD/Current/WWEPEGuide/Deploy	Learn how to deploy Workspace Web Edition (WWE) into a private edition environment.
PEC-AD/Current/WWEPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-AD/Current/WWEPEGuide/Logging	Learn how to store logs for Workspace Web Edition.
PEC-AD/Current/WWEPEGuide/Observability
PEC-AD/Current/WWEPEGuide/Overview	Learn about Workspace Web Edition and how it works in Genesys Multicloud CX private edition.
PEC-AD/Current/WWEPEGuide/Planning	Find out what to do before deploying Workspace Web Edition.
PEC-AD/Current/WWEPEGuide/Ports	Lean about ports used for this service.
PEC-AD/Current/WWEPEGuide/Provision	Learn how to provision Workspace Web Edition.
PEC-AD/Current/WWEPEGuide/RichMessage	Configure Agent Workspace support for rich messages in the Contact History views for Chat, Facebook Messenger, and Twitter Direct Message interactions.
PEC-AD/Current/WWEPEGuide/Upgrade	Learn how to upgrade, rollback or uninstall Workspace Web Edition
PEC-AD/HIW	The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels, such as chat, email, social media, SMS, WhatsApp, and workitems. Supervisors can use Workspace to monitor and coach their teams.
PEC-Admin/Current/Admin	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-Admin/Current/Admin/Applications	Learn about the applications available in Genesys Multicloud CX and who can access them.
PEC-Admin/Current/Admin/Get started	Find out how to set up and test your contact center.
PEC-Admin/Current/Admin/Popular tasks	Find out how to perform common administrator tasks in Genesys Multicloud CX.
PEC-Admin/Current/Admin/Portal	The Portal is the Engage cloud gateway application, where you can launch applications and find help.
PEC-Admin/Current/Admin/PortalMetrics	Learn about the metrics details of Genesys Portal for internal monitoring.
PEC-Admin/Current/Admin/SSO	Learn how single sign-on is supported in Genesys Multicloud CX.
PEC-Admin/Current/Admin/voicetaxes	This page lists the various taxes that regulatory authorities mandate for commercial enterprises (US customers only).
PEC-Admin/Current/Admin/WcagPortal	Learn how Genesys Portal aligns with the Web Content Accessibility Guidelines (WCAG) 2.0, Level AA.
PEC-Admin/trainadm	Just getting started with Genesys Multicloud CX? Let's begin with what most administrators do daily. Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.
PEC-Agent/GetStarted	Learn how to get started as an agent in Genesys Multicloud CX.
PEC-Agent/Login	Learn how to log in to Genesys Multicloud CX applications and reset your password.
PEC-Agent/trainagt	Just getting started with Genesys Multicloud CX? Let's begin with what most agents do daily. Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.
PEC-AS/Current/ManageCC
PEC-AS/Current/ManageCC	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-AS/Current/ManageCC/Access groups	Learn how to configure access groups for users in your contact center.
PEC-AS/Current/ManageCC/Agent and contact center statistics	Learn about the available agent and contact center statistics.
PEC-AS/Current/ManageCC/Agent Annex	Use the Annex to configure advanced features for single agents or groups of agents rather than for your entire contact center.
PEC-AS/Current/ManageCC/Agent options overview	Learn about the features and controls that enable an agent to handle interactions and other key tasks.
PEC-AS/Current/ManageCC/ASCapRules	Define an agent’s ability to handle multiple interactions concurrently for different channels.
PEC-AS/Current/ManageCC/Blob Storage	Shared Access Signature (SAS) tokens enable you to access your tenant-specific blob storage resources. The information provided below will help you get the SAS tokens you need in order to retrieve and download data from your Genesys contact center. During tenant provisioning, a tenant-specific blob storage account is created for each tenant. Use the Generate SAS tokens screen in Agent Setup to generate the SAS tokens you need to access the contact center data that certain services make available. To adhere to General Data Protection Regulation (GDPR) requirements, files stored in blob storage containers are deleted after 30 days by default.
PEC-AS/Current/ManageCC/Bulk operations	Learn how to import multiple agents or contacts using Agent Setup's Bulk Import feature.
PEC-AS/Current/ManageCC/Business attributes	Business attributes can be shared at agent, agent group, and global levels.
PEC-AS/Current/ManageCC/Caller ID	Create Caller Identification (Caller ID) options to be displayed when an agent makes an outbound call or transfer
PEC-AS/Current/ManageCC/Case and toast data	Case Data specifies the information to be displayed to agents when a call, chat, or other interaction is transferred to them. Toast Data specifies the information to be displayed to agents when they directly receive a call, chat, or other interaction.
PEC-AS/Current/ManageCC/CC options overview	Get to know some of the key features and tasks involved in setting up your contact center for Agent Workspace.
PEC-AS/Current/ManageCC/Channels options	Learn how to enable channel options in the Agent Setup application.
PEC-AS/Current/ManageCC/Chat options	Learn about the chat channel options available in Agent Setup.
PEC-AS/Current/ManageCC/Contacts	Configure contacts in Agent Workspace so agents can manage their own list of contacts and contact history.
PEC-AS/Current/ManageCC/Create agent groups	Organize your agents into groups so they're easier to manage.
PEC-AS/Current/ManageCC/Create agent states	Custom agent states enable you to tailor agent states to fit your business needs.
PEC-AS/Current/ManageCC/Create agents	Learn how to add, import, and manage agents and other users.
PEC-AS/Current/ManageCC/Create skills	Create, organize, and assign skills to agents.
PEC-AS/Current/ManageCC/Desktop Views options	Use the information below to configure your Desktop Views in Agent Setup. To find out more information about all the different views available within Agent Workspace, see the topic Navigating Agent Workspace for a helpful video of the Main view as well as detailed information on such topics as the Navigation bar, the Side bar, and the Interaction bar.
PEC-AS/Current/ManageCC/Dispositions	Manage Dispositions, which are descriptions of the final outcome of a call.
PEC-AS/Current/ManageCC/DNs	Learn how to configure DNs for your contact center.
PEC-AS/Current/ManageCC/Email addresses and mailboxes	Set up agent mailboxes and specify additional From email addresses for agent responses.
PEC-AS/Current/ManageCC/Email options	Learn about the Email channel options available in Agent Setup.
PEC-AS/Current/ManageCC/Export agent accounts	Learn how to export agent accounts using the Agent Setup application.
PEC-AS/Current/ManageCC/External URLs	Integrate external and internal websites into your agent's main view in Agent Workspace.
PEC-AS/Current/ManageCC/Facebook options	Learn about the Facebook channel options available in Agent Setup.
PEC-AS/Current/ManageCC/Feedback	Enable feedback so agents can report problems with Agent Workspace or Gplus Adapter.
PEC-AS/Current/ManageCC/Genesys Softphone	Control the behavior of Genesys Softphone in your environment.
PEC-AS/Current/ManageCC/Getting started	Learn how Agent Setup enables you to configure a fully-functioning contact center that aligns with your company’s goals and meets your customers’ needs.
PEC-AS/Current/ManageCC/Global Login	Global login options determine what happens when an agent logs in.
PEC-AS/Current/ManageCC/Hierarchy	This page explains the distinction between contact center settings, agent group settings, and user settings within Agent Setup.
PEC-AS/Current/ManageCC/Interaction history advanced search	Configure search for interaction history so agents can find previous interactions in Agent Workspace.
PEC-AS/Current/ManageCC/Keys	The Genesys Voice Platform (GVP) recording solution requires proper management of public and private keys used to encrypt voice recordings. This topic shows you how to upload the recording certificates that contain these keys within Agent Setup. The public and private keys are stored in a certificate file and are used to encrypt a unique session key that is then used to encrypt each media file. These keys must be provisioned for voice recordings.
PEC-AS/Current/ManageCC/Multi-channel	Learn how to configure a multi-channel contact center and how to enable multiple channels for a single agent.
PEC-AS/Current/ManageCC/My Channels options	Learn about the My Channels options (for agents) available in Agent Setup.
PEC-AS/Current/ManageCC/Onboarding scenario	This article walks you through the tasks required to set up new agents.
PEC-AS/Current/ManageCC/Outbound options	Learn about Outbound options available in Agent Setup.
PEC-AS/Current/ManageCC/Platform administration	Most of the functionality in the Platform Administration application has moved to Agent Setup, which offers a superior user interface and new functionality. A few functions remain available only in Platform Administration.
PEC-AS/Current/ManageCC/Recording options	Learn how to enable recording options in Agent Setup.
PEC-AS/Current/ManageCC/Roles	Learn how roles work in your contact center.
PEC-AS/Current/ManageCC/Routing management	While Designer handles most routing tasks, you manage your routing points and virtual queues in Agent Setup.
PEC-AS/Current/ManageCC/Salesforce options	Configure options for the Gplus Adapter for Salesforce.
PEC-AS/Current/ManageCC/Service Client options	Learn about the Service Client options available in Agent Setup.
PEC-AS/Current/ManageCC/Single Sign-On	Single Sign-On (SSO) identity authentication enables your users to securely access multiple Genesys applications with a single credential.
PEC-AS/Current/ManageCC/Standard Response Library options	Enable standard responses for agents.
PEC-AS/Current/ManageCC/Statistics options	Configure general statistics options in Agent Setup.
PEC-AS/Current/ManageCC/Supervisor options	Learn about Supervisor options available in Agent Setup.
PEC-AS/Current/ManageCC/Templates	Create templates to enable you to create and provision agents efficiently.
PEC-AS/Current/ManageCC/Transactions	Manage business attribute overrides that are applied at a transactional level, such as a call or a chat.
PEC-AS/Current/ManageCC/Twitter options	Learn about the Twitter channel options available in Agent Setup.
PEC-AS/Current/ManageCC/View audit trail	The Audit Trail, located in the Audit section, details the actions taken in your Agent Setup application, including update, delete, import, login, and logout activities.
PEC-AS/Current/ManageCC/Voice options	Learn about the Voice channel options available in Agent Setup.
PEC-AS/Current/ManageCC/Voicemail	Learn how to manage voicemail in your contact center.
PEC-AS/Current/ManageCC/VoicemailAS	Learn how to manage voicemail in your contact center within Agent Setup.
PEC-AS/Current/ManageCC/VQs	A Virtual Queue is a virtual device, created and maintained by the switch, with activity identical to an ACD Queue.
PEC-AS/Current/ManageCC/Work with Global Favorites	Create and maintain a list of Global Favorites agents can access quickly in the Team Communicator in Agent Workspace.
PEC-AS/Current/ManageCC/Workitem options	Configure the Agent Workspace Workitem channel options.
PEC-AS/HIW	This article provides a high-level overview of Agent Setup.
PEC-CAB/Current/Administrator	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-CAB/Current/Administrator/CallbackCallIn	If you use the Click-To-Call-In feature with Callback, use the Call-In tab in the Callback UI to view the Click-To-Call-In records.
PEC-CAB/Current/Administrator/CallbackCallInGroups	As a Callback administrator, you are setting up the Click-To-Call-In groups that you require for the Click-To-Call-In scenario. We'll tell you how to add your DNIS numbers to a group and how to enable the use of an access code for consumer call-ins. If you are migrating groups from an earlier version of Callback, be sure to read the note related to this activity.
PEC-CAB/Current/Administrator/CallbackCapacity	You want to manage the number of scheduled callbacks that are allowed during specific time intervals. To do that, you'll create a Capacity rule in Genesys Callback and assign it to a callback queue. We'll walk you through the process and explain the implications of using a Capacity rule in relation to Designer. We'll also tell you about a shortcut method for entering values in your Capacity rule (JSON-format capacity statements).
PEC-CAB/Current/Administrator/CallbackCaptcha	If you have a website that includes a callback feature, then you can provision and use a CAPTCHA widget to verify that a human is requesting the callback. Currently, Callback supports integration with only one CAPTCHA widget: Google reCAPTCHA. This page describes how to enable the use of reCAPTCHA with Callback.
PEC-CAB/Current/Administrator/CallbackDeveloper	The Callback UI includes a number of troubleshooting and validation tools, available as menu options under the Developer and Tools tabs. This page describes those tools and also describes some features for which you might need to investigate the existing configuration as part of your troubleshooting effort.
PEC-CAB/Current/Administrator/CallbackPatterns	As a Callback administrator, you want the added security of blocking callbacks to certain numbers and countries. To do that, you'll configure a Country and Number Validation rule in Genesys Callback and assign it to at least one callback queue. You can test your rules before assigning them to a queue or when troubleshooting. You can also edit and delete existing rules, as required.
PEC-CAB/Current/Administrator/CallbackPushNotification	The Push Notification page in the Callback UI helps you to integrate Push Notification support into your apps. In the Callback UI, you implement Push Notifications on the Developer > Credential Management > Push Notification tab.
PEC-CAB/Current/Administrator/CallbackRegionAffinity	Genesys has regional names for the locations at which there are nodes (servers with relevant applications) that manage the interactions for callback virtual queues. You use a Region Affinity rule to specify the regional nodes that you prefer to use and to control the order in which Callback attempts to connect to the available nodes. Region Affinity rules configuration is an advanced feature; you must consult with your Genesys representative before using this feature.
PEC-CAB/Current/Administrator/CallbackRESTAPIsandTutorials	Depending on your role, you might work with the APIs that are available for Genesys Engagement Services (GES)/Callback. This article provides links to documentation and tutorials for the GES REST APIs and tells you what is required to access Callback APIs from web or mobile applications.
PEC-CAB/Current/Administrator/CallbackRLP	You can limit user access within the Callback UI to what is appropriate for each user's role. This article describes the predefined Access Groups and Callback Roles to which you can assign users and includes information about how to restrict user access to callback information based on your lines of business. If you are migrating Roles and Access Groups from an earlier version of Callback, be sure to read the note related to this activity.
PEC-CAB/Current/Administrator/CallbackScenarios	This article summarizes the scenarios that Genesys Callback supports. In addition to the traditional Immediate and Scheduled callback scenarios, Callback also supports Click-To-Call-In scenarios, allowing consumers to initiate a call to your contact center by tapping a Click-To-Call button in your mobile app.
PEC-CAB/Current/Administrator/CallbackStatisticsAPI	Register your credentials to use Callback's Statistics API.
PEC-CAB/Current/Administrator/CallbackTools	Use the Callback Queues page in the Callback UI to find information about each configured queue and to add capacity or country and number validation rules to queues.
PEC-CAB/Current/Administrator/GES	Genesys Callback, available from the Genesys portal, provides traditional callback services, user-originated Click-To-Call scenarios, and supports the integration of Push Notifications and CAPTCHA widgets. This article includes information about where to begin if you are new to Callback and what steps are required to get started using the Callback UI.
PEC-CAB/Current/Administrator/ManagingCallbacks	The Callback tab in the Callback UI displays the list of callback records. If you have sufficient user privileges, you can create, recreate, schedule, edit or cancel callbacks on this tab. Use the Advanced Options dialog to customize the display of data.
PEC-CAB/Current/Administrator/ProvisionCallback	Callback is provisioned with Designer. To create and configure Callback services, Designer includes a set of blocks dedicated to Callback. This article provides information about how to provision a basic callback scenario in Designer. For information about the supported callback scenarios, see Callback Scenarios. For information about provisioning the Click-To-Call-In scenario in Designer, see Provisioning the Click-to-Call-In scenario.
PEC-CAB/Current/Administrator/ProvisionClickToCallIn	This article describes how to provision Callback's Click-To-Call-In feature, which lets consumers initiate a call to your contact center directly from your mobile app.
PEC-CAB/Current/CABPEGuide	Find links to all the topics in this guide.
PEC-CAB/Current/CABPEGuide/Architecture	Learn about Genesys Callback architecture.
PEC-CAB/Current/CABPEGuide/ArchitectureMain	Learn about the architeture for this service.No results architecture
PEC-CAB/Current/CABPEGuide/Configure	Learn how to configure Genesys Callback.
PEC-CAB/Current/CABPEGuide/Deploy	Learn how to deploy Genesys Engagement Service into a private edition environment.
PEC-CAB/Current/CABPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-CAB/Current/CABPEGuide/Observability
PEC-CAB/Current/CABPEGuide/Overview	Learn about Genesys Engagement Service/Callback and how it works in Genesys Multicloud CX private edition.
PEC-CAB/Current/CABPEGuide/Planning	Find out what to do before deploying Genesys Callback.
PEC-CAB/Current/CABPEGuide/Provision	Learn how to provision Genesys Engagement Service.
PEC-CAB/Current/CABPEGuide/ProvisionAPIKey	Use the Environment Service API to assign API keys to a specific contact center and to validate that API keys were successfully assigned to the correct contact center.
PEC-CAB/Current/CABPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall Genesys Engagement Service.
PEC-CAB/HIW	Find information about Genesys' callback offerings, which include classic callback services as well as more robust offerings that include Click-To-Call features and CAPTCHA integration.
PEC-CDDS/AllDeprecations
PEC-CDDS/Current/Admin	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-CDDS/Current/Admin/Contact History Export Reference	This page contains information about how the data files for Contact History export jobs are formatted and structured.
PEC-CDDS/Current/Admin/Create data export jobs	From the Administration menu, you can access the Jobs page to set up, modify, and monitor your data export jobs.
PEC-CDDS/Current/Admin/Download data export files	From the Export menu, you can review and access your exported data files.
PEC-CDDS/Current/Admin/GetStarted	Cloud Data Download Service (CDDS) enables you to securely export and download your contact center data. The exported data files are encrypted with your public encryption key and stored for 30 days, during which time you can download the files and decrypt them using your private encryption key. After 30 days, the data files are deleted.
PEC-CDDS/Deprecation-Cloud Data Download Service
PEC-CDDS/HIW	Cloud Data Download Service enables you to securely export and download your contact-center data.
PEC-Chat/AllDeprecations
PEC-Chat/Deprecation-Cloud Contact Center Chat
PEC-Chat/HIW	Learn how chat works in Genesys Multicloud CX.
PEC-COB/AllDeprecations
PEC-COB/Current/Developer	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-COB/Current/Developer/GCB	Co-browse lets an agent see exactly what is happening on your customer's screen.
PEC-COB/Current/Developer/GCBCobrowseJavaScriptAPI	For advanced users, deploying Co-browse to your website without using Genesys Widgets can give you the control you want for your environment.
PEC-COB/Current/Developer/GCBCobrowseLocalization	You can localize the end-user Co-browse UI using the built-in German or French localization options.
PEC-COB/Current/Developer/GCBCobrowseRestrictionsMgr	You can hide sensitive customer data from agents and restrict control of elements in a co-browse session.
PEC-COB/Current/Developer/GCBCobrowseSessions	Co-browse sessions are the interactions between customers and agents, where privacy and security are priorities.
PEC-COB/Deprecation-Genesys Co-browse
PEC-COB/HIW	Co-browse lets your agents view and control your customers' browser windows.
PEC-DC/Current/Administrator
PEC-DC/Current/Administrator/About	Find out how to get started with Digital Channels Admin.
PEC-DC/Current/Administrator/AdvancedChat	Learn about the features and configuration of Genesys Advanced Chat, such as: asynchronous chat, last agent routing, and chatbot strategies in Designer. This document also lists some real-time and historical reports available for Advanced Chat.
PEC-DC/Current/Administrator/APIKeys	Learn how to manage API keys for Digital Channels.
PEC-DC/Current/Administrator/ConfigureAgentUI	Learn to integrate the Digital Channels powered interactions into the native chat transcript feature in Agent Workspace.
PEC-DC/Current/Administrator/CustomVars	Learn how to create and edit custom variables to use in standard responses.
PEC-DC/Current/Administrator/FieldCodes	Learn how to create and edit fields codes to use in standard responses.
PEC-DC/Current/Administrator/GSEFacebookTwitter	Learn how to integrate Facebook and Twitter into Agent Workspace.
PEC-DC/Current/Administrator/GSEHub	Genesys Hub is our centralized platform that connects to Twitter, Facebook, and WhatsApp. Set up an account with Genesys Hub and enable channels and services.
PEC-DC/Current/Administrator/GSEServiceChannel	Create a service channel for Twitter, Facebook, and WhatsApp. Set up an account with Genesys Hub and enable channels and services.
PEC-DC/Current/Administrator/GSESMS	Learn how to integrate Short Message Service (SMS) into Genesys Multicloud CX.
PEC-DC/Current/Administrator/GSEWhatsApp	Learn how to integrate WhatsApp into Agent Workspace.
PEC-DC/Current/Administrator/PII	Learn how to assign rules and actions to incoming messages, emails, and workitems to protect your customers' private information.
PEC-DC/Current/Administrator/SMSKeywords	Learn how to manage SMS keywords to send responses to inbound SMS received
PEC-DC/Current/Administrator/StandardResponses	Learn how to manage the standard responses you send to customers.
PEC-DC/Current/Administrator/TenantSettings	Learn how to use the Tenant Settings UI to configure your Digital Channels deployment.
PEC-DC/Current/DCPEGuide	Find links to all the topics in this guide.
PEC-DC/Current/DCPEGuide/Architecture	Learn about the architeture for this service.No results architecture
PEC-DC/Current/DCPEGuide/Configure	Learn how to configure Digital Channels.
PEC-DC/Current/DCPEGuide/ConfigureAIConnector	Complete the steps on this page to configure your AI Connector deployment.
PEC-DC/Current/DCPEGuide/Deploy	Learn how to deploy Digital Channels into a private edition environment.
PEC-DC/Current/DCPEGuide/DeployAIConnector	Learn how to deploy into a private edition environment.
PEC-DC/Current/DCPEGuide/EnableTenant	Learn how to enable your tenant for Digital Channels.
PEC-DC/Current/DCPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-DC/Current/DCPEGuide/Logging	Learn how to store logs for Digital Channels.
PEC-DC/Current/DCPEGuide/Observability
PEC-DC/Current/DCPEGuide/Overview	Learn about Digital Channels and how it works in Genesys Multicloud CX private edition.
PEC-DC/Current/DCPEGuide/OverviewAIConnector	Learn about AI Connector and how it works in Genesys Multicloud CX private edition.
PEC-DC/Current/DCPEGuide/Planning	Find out what to do before deploying Digital Channels.
PEC-DC/Current/DCPEGuide/PlanningAIConnector	Find out what to do before deploying AI Connector.
PEC-DC/Current/DCPEGuide/PreConfig	Learn how to configure your tenant resources for Digital Channels.
PEC-DC/Current/DCPEGuide/ProvisionAIConnector	Learn about the steps involved in provisioning Digital Channels AI Connector.
PEC-DC/Current/DCPEGuide/ProvisionAPI	Learn how to provision API keys for Digital Channels.
PEC-DC/Current/DCPEGuide/ProvisionEmail	Learn how to enable Email connectivity for outbound campaigns.
PEC-DC/Current/DCPEGuide/ProvisionOverview	Learn about the steps involved in provisioning Digital Channels.
PEC-DC/Current/DCPEGuide/ProvisionSMS	Learn how to enable SMS connectivity for inbound conversations and outbound campaigns.
PEC-DC/Current/DCPEGuide/Upgrade	Learn how to upgrade, rollback or uninstall Digital Channels.
PEC-DC/Current/Developers	Find information about how to develop using the Digital Channels APIs.
PEC-DC/Current/Developers/ChatCrossDomain	Learn how to make chat conversations persistent across different domains.
PEC-DC/Current/Developers/FinalizeChat	Learn how to finalize asynchronous chat interactions so that customers can no longer type in the Genesys Widget after an agent marks a chat as done.
PEC-DC/DockerCompose	Learn how to deploy Digital Channels as a service in a non-production lab environment using Docker Compose. To deploy Digital Channels in a Kubernetes cluster for a production or non-production environment, see Deploy Digital Channels.
PEC-DC/HIW	Digital Channels powers your customer interactions across channels such as chat, SMS, messaging and social media.
PEC-Developer/Current/SCAPI	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-Developer/Current/SCAPI/AgentNamespace	Learn about the Agent namespace methods and type definitions in the Service Client API.
PEC-Developer/Current/SCAPI/AuthNamespace	Learn about the Auth namespace methods and type definitions in the Service Client API.
PEC-Developer/Current/SCAPI/ConfigurationNamespace	Learn about the Configuration namespace methods and type definitions in the Service Client API.
PEC-Developer/Current/SCAPI/EmailNamespace	Learn about the Email namespace methods in the Service Client API.
PEC-Developer/Current/SCAPI/InteractionNamespace	Learn about the Interaction namespace methods and type definitions in the Service Client API.
PEC-Developer/Current/SCAPI/MediaNamespace	Learn about the Media namespace methods and type definitions in the Service Client API.
PEC-Developer/Current/SCAPI/MessengerNamespace	Learn about the Messenger namespace methods in the Service Client API.
PEC-Developer/Current/SCAPI/OutboundNamespace	Learn about the Outbound namespace methods in the Service Client API.
PEC-Developer/Current/SCAPI/ServiceClientAPI	Learn how to use the Service Client API to customize the way your web application integrates with Agent Workspace.
PEC-Developer/Current/SCAPI/SystemNamespace	Learn about the System namespace methods in the Service Client API.
PEC-Developer/Current/SCAPI/VoiceNamespace	Learn about the Voice namespace methods in the Service Client API.
PEC-Developer/Current/WebAPIs
PEC-Developer/Current/WebAPIs/Authentication
PEC-Developer/Current/WebAPIs/Authentication API	Genesys Engage APIs rely on the Authentication API for authentication and authorization. If you plan to develop with any of the APIs, you’ll need to use the Authentication API as a first step. The Authentication API enables custom client applications to authenticate users and client applications by generating an authorization token that the client can use to access other APIs.
PEC-Developer/Current/WebAPIs/Cloud Data Download Service API	You can use the Cloud Data Download Service (CDDS) API to develop custom applications that can integrate with Genesys to export and download your contact center data. Warning The Cloud Data Download Service API has been , and should be replaced by the . This page remains only as a reference for legacy users.
PEC-Developer/Current/WebAPIs/Data-download
PEC-Developer/Current/WebAPIs/Getting started	The Engage Cloud APIs are a collection of web APIs offered in Engage Cloud that send and receive data over HTTP in JSON (JavaScript Object Notation). You can use these APIs to create your own custom applications that integrate with Genesys.
PEC-Developer/Current/WebAPIs/Interactions Webhook
PEC-Developer/Current/WebAPIs/Interactions Webhook Overview	The Interactions Webhook provides notifications about state changes in chat and secure email interactions. Digital Channels supports notifications for the following events: STARTED - A new interaction is created in Universal Contact Server and submitted into the interaction queue. FINISHED - The interaction processing was stopped by Agent Desktop or another workflow. Important Contact your Genesys representative to configure webhooks for Digital Channels.
PEC-Developer/Current/WebAPIs/Openmedia
PEC-Developer/Current/WebAPIs/Secure email
PEC-Developer/Current/WebAPIs/Secure Email API	The Secure Email API lets you send and receive messages, with attachments, between Digital Channels and your secure messaging platform.
PEC-Developer/Current/WebAPIs/Statistics
PEC-Developer/Current/WebAPIs/Statistics API	You can use the Statistics API to create a subscription for multiple statistics and then receive notifications when the values of those statistics change.
PEC-Developer/Current/WebAPIs/Statistics Notifications
PEC-Developer/Current/WebAPIs/Task Routing API	Use the Task Routing API to submit workitems to Genesys from third-party applications such as Salesforce or NetSuite. You can also use the API to get, update and stop submitted workitems.
PEC-Developer/Current/WebAPIs/Third-party messaging
PEC-Developer/Current/WebAPIs/Third-Party Messaging API	The Third-Party Messaging API delivers messages between external messaging services (such as SMS or email) and Digital Channels.
PEC-Developer/Current/WebAPIs/Third-party messaging webhook
PEC-Developer/Current/WebAPIs/UDM Data-download
PEC-Developer/Current/WebAPIs/User Data Management API	You can use the User Data Management (UDM) API to develop custom applications that can integrate with Genesys to export and download your contact center data.
PEC-Developer/HIW	Learn about the APIs you can use to customize your applications and integrate with Genesys.
PEC-Email/Current/EmailPEGuide	Find links to all the topics in this guide.
PEC-Email/Current/EmailPEGuide/Architecture	Learn about Email's architecture.
PEC-Email/Current/EmailPEGuide/Configure	Learn how to configure Email.
PEC-Email/Current/EmailPEGuide/Deploy	Learn how to deploy Email into a private edition environment.
PEC-Email/Current/EmailPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-Email/Current/EmailPEGuide/Observability
PEC-Email/Current/EmailPEGuide/Overview	Learn about Email and how it works in Genesys Multicloud CX private edition.
PEC-Email/Current/EmailPEGuide/Planning	Find out what to do before deploying Email.
PEC-Email/Current/EmailPEGuide/Provision	Learn how to provision Email.
PEC-Email/Current/EmailPEGuide/Upgrade	Learn how to upgrade, rollback or uninstall Email.
PEC-Email/HIW	Genesys email ensures that agents receive the right emails for their skills and the best resources to respond to those emails and provide an excellent customer experience. There are two email solutions: Email classic and Engage cloud Email.
PEC-ES/Current/Administrator	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-ES/Current/Administrator/categSR	Default responses, known as standard responses, enable you to send welcoming, helpful answers to frequently-submitted queries from customers.
PEC-ES/Current/Administrator/createcat	Plan and build a category tree to provide the hierarchy for your standard responses.
PEC-ES/Current/Administrator/createSR	Create standard responses that agents can use as automatic replies to emails, chats, social engagement, and SMS.
PEC-ES/Current/Administrator/FCanatomy	View formula usage in field codes.
PEC-ES/Current/Administrator/FCexmpls	View examples of the use of field codes.
PEC-ES/Current/Administrator/FCinKM	Learn how to create field codes and include them in your standard responses.
PEC-ES/Current/Administrator/fieldcode	Create a wide range of field code types, which you can use to customize the standard response sent to a particular customer.
PEC-ES/Current/Administrator/GetStarted	Learn how to get started with eServices Manager.
PEC-ES/Current/Administrator/manageObjs	Learn how to manage and work with eServices Manager objects such as categories, standard responses, field codes, and screening rules.
PEC-ES/Current/Administrator/ScrRules	Screening rules enable you to analyze messages so that you can decide how to handle them. This page describes screening rules and provides examples for common purposes.
PEC-ES/Current/Administrator/SRuleRef	View the functions, arguments, and regular expressions that you can use in screening rules, and how they operate to screen messages.
PEC-ES/Current/Administrator/SRuleUse	Create, manage, and test screening rules that you can use to screen messages.
PEC-ES/Current/Administrator/variables	Learn how you can use system variables, custom variables, and your own data in standard responses.
PEC-GPA/Current/Administrator	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-GPA/Current/Administrator/GplusActivityHistory90	Activity history entries are created by Gplus Adapter in Salesforce at the end of a call, chat, SMS, email, open media interaction, or an outbound campaign call.
PEC-GPA/Current/Administrator/GplusClickToDial90	Click-to-dial enables agents to dial a phone number directly from Salesforce phone fields. Based on the pre-processing rules defined in Agent Setup, Adapter formats the selected phone number and then dials it. These configurations are often helpful while dialing an international number. Agents see the formatted phone number in the screen pop.
PEC-GPA/Current/Administrator/GPlusGenFeatures	Gplus Adapter integrates Genesys interaction handling capabilities into Salesforce. The Adapter window is accessed through the Adapter button in the Salesforce Utility Bar. The Adapter window displays agent status at all times. The Adapter window can be docked, undocked, moved, resized, minimized, and maximized. Some Genesys interactions events cause the Adapter window to be maximized automatically.
PEC-GPA/Current/Administrator/GPlusMigration90	Follow this procedure to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce.
PEC-GPA/Current/Administrator/GplusSalesforce	Genesys Multicloud CX offers Gplus Adapter functionality to integrate Genesys contact center interactions within the Salesforce environment.
PEC-GPA/Current/Administrator/GplusSalesforceClassic	The steps to setup and access Gplus Adapter in Salesforce Classic.
PEC-GPA/Current/Administrator/GPlusSalesforceLightning	The steps to setup and access Gplus Adapter in Salesforce Lightning.
PEC-GPA/Current/Administrator/GplusScreenPop90	Screen pop displays a relevant record or a search results list from Salesforce to support agents when they are handling interactions.
PEC-GPA/Current/Administrator/GplusServiceClientAPI	Gplus Adapter supports the Genesys Service Client API, which you can use for custom features.
PEC-GPA/Current/Administrator/GPlusSSO90	You can configure Gplus Adapter to use either your own IDP or Salesforce as an IDP.
PEC-GPA/Current/Administrator/GplusTroubleshoot90	If you are having issues with Gplus Adapter integration with Salesforce, you can try some of these solutions.
PEC-GPA/Current/Agent	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-GPA/Current/Agent/GPASFL	Gplus Adapter for Salesforce is a soft phone integrated within the Salesforce environment that offers many of the same features as the Genesys Agent Workspace (v9).
PEC-GPA/Current/Agent/GPASFLActivityHistory	Gplus Adapter adds details about the interactions you handle works in the Salesforce contact activity history.
PEC-GPA/Current/Agent/GPASFLClickToDial	Click-to-dial makes connecting to your customers easy. All you have to do is click their phone number to make a call.
PEC-GPA/Current/Agent/GPASFLGettingStarted	Logging in and getting ready to take call and handle Genesys Digital channels.
PEC-GPA/Current/Agent/GPASFLScreenPops	When you receive an interaction, a contact Salesforce record pops up in Salesforce.
PEC-GPA/Current/Agent/GPASFLWWE	Gplus Adapter for Salesforce enables you to handle Genesys contact center functions from Salesforce. It integrates Salesforce features such as activity history update, screen pop, and click-to-dial.
PEC-GPA/HIW	Gplus Adapter for Salesforce enables the integration of Agent Workspace within the Salesforce environment to handle Genesys contact center interactions.
PEC-GS/Current/Administrator	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-GS/Current/Administrator/SPDeploy	How to deploy and configure the Genesys Softphone in your environment, including both standard and Virtual Desktop Infrastructure (VDI) installations.
PEC-GS/Current/Administrator/SPOptions	Configuration settings by container and domain found in the Softphone.config file in the Genesys Softphone Installation Directory.
PEC-GS/Current/Administrator/SPOverview	The architecture and features of Genesys Softphone when deployed in your environment.
PEC-GS/Current/Administrator/SPSettings	How to set up your audio devices, such as headsets, to work with Genesys Softphone.
PEC-GS/Current/Administrator/SPSSO	How to configure Genesys Softphone for single sign-on with Agent Workspace.
PEC-GS/HIW	Genesys Softphone is a standalone SIP endpoint installable. That means it takes on the role of Session Initiation Protocol (SIP) Endpoint, the target of a SIP call, and call control. With Genesys Softphone, agents can make and receive calls from their workstation instead of through a hard phone.
PEC-GS/Users	Genesys Softphone is an application that enables your computer and phone or headset to connect to the public phone system. This article tells you how to use Genesys Softphone on your workstation, including how to start Genesys Softphone, activate and register users, view device and user status, and make and receive calls.
PEC-IVR/Current/Administrator	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-IVR/Current/Administrator/EntIVR	Enterprise IVR (EIVR) is an Inbound Voice offering wherein both the computer (GVP) and the application or call-flow are installed in the Genesys Cloud CX and managed by Genesys. The customer and Genesys work closely together to create and test a suitable IVR call-flow.
PEC-IVR/Current/Administrator/GVP	Genesys Voice Platform (GVP) is a software-only, standards-based voice portal that provides cost-effective customer interactions, 24x7, for businesses using voice, video, the web, and the cloud.
PEC-IVR/Current/Administrator/GVPCreateDID	All procedures begin in the DID Groups Main Page.
PEC-IVR/Current/Administrator/GVPProvisionIVR	You can use Platform Administration to provision IVR profiles and Map Direct Inward Dialing (DID) Groups to IVR profiles. You don't have to ask a manager or a system administrator.
PEC-IVR/Current/Administrator/IVRprov	You can use IVR Administration to provision Voice Platform Profiles (IVR profiles) and map Direct Inward Dialed (DID) Groups to these IVR profiles.
PEC-IVR/Current/Administrator/ManageDID	All procedures begin in the DID Groups Main Page.
PEC-IVR/Current/Administrator/Operations	Interactive Voice Response (IVR) assists in resolving your customers' issues when they call into your company. Your customer and the IVR interact with one another to drill-down on what the customer wants to do and, ideally, the IVR resolves the issue without having to transfer the call to an agent.
PEC-IVR/HIW	Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad.
PEC-IWD/Current/Administrator	IWD lets you capture work items, emails and leads ("work items") from existing enterprise workflow systems and create, monitor and manage a single Universal Queue for your contact center. This queue is sorted on business value and prioritized to ensure that the most critical or highest-value work items are distributed to the right resource at the right time, regardless of media type, system or location.
PEC-IWD/Current/Administrator/IWD	IWD lets you capture work items, emails and leads ("work items") from existing enterprise workflow systems and create, monitor and manage a single Universal Queue for your contact center. This queue is sorted on business value and prioritized to ensure that the most critical or highest-value work items are distributed to the right resource at the right time, regardless of media type, system or location.
PEC-IWD/Current/Administrator/IWDCategories	Work with the Categories that segment your work items, emails and leads ("work items") and the Rules that control how work items are processed.
PEC-IWD/Current/Administrator/IWDEndpoints	Set up and work with Endpoints that correspond to the Designer application Endpoints which determine how work items are distributed.
PEC-IWD/Current/Administrator/IWDFAQ	FAQs, hints, tips and best practices for your IWD implementation.
PEC-IWD/Current/Administrator/IWDGTL	Quickly filter, find, display, manage the status of, or update the content attributes of work items, emails and leads ("work items") either individually or in bulk.
PEC-IWD/Current/Administrator/IWDIntegrateWFM	Collect WFM statistics for your contact center workforce by integrating IWD with Genesys Workforce Management (WFM).
PEC-IWD/Current/Administrator/IWDMailboxes	Display and change details of all Genesys Multicloud CX Email boxes ("mailboxes") and add new ones.
PEC-IWD/Current/Administrator/IWDManager	Learn the layout and controls of Workload Manager's universal work item queue on the Universal Queue tab.
PEC-IWD/Current/Administrator/IWDMonitor	Describes the six different work item and email dashboards on the Workload Manager Dashboards tab.
PEC-IWD/Current/Administrator/IWDOfficeMailbox	Prepare to set up Office 365 mailboxes by adding a new Enterprise Application in the Azure Active Directory (AD) portal. This one-time authorization procedure is a prerequisite for setting up Office 365 mailboxes.
PEC-IWD/Current/Administrator/IWDPrioritization	Set up and work with the Prioritization schemas that control the initial prioritization and subsequent reprioritization of work items, emails and leads ("work items").
PEC-IWD/Current/Administrator/IWDQueries	Workload Manager uses Lucene queries in matching rules with a predefined syntax. Lucene query uses a syntax to parse and split the provided query string based on operators, such as AND or NOT. The query then analyzes each split text independently before returning a result of positive or negative matching. Learn about how you can use the query to create a complex rule that includes wildcard characters, searches across single or multiple fields, and more. Though the Lucene query is versatile, the query is strict and returns an error if the query string includes any invalid syntax.
PEC-IWD/Current/Administrator/IWDRBAC	Understand, assign and edit the access privileges of the different Workload Manager users (roles). Genesys Professional Services configure roles and privileges initially, using the default values described in this page.
PEC-IWD/Current/Administrator/IWDSettings	Summarizes and links to the five main articles that describe Workload Manager's Configuration tab, where you can configure your IWD implementation.
PEC-IWD/Current/Administrator/IWDSetup	Learn how to set up IWD, integrate it with third-party source systems and/or email providers, and use the IWD API to submit work items, emails and leads ("work items") to IWD.
PEC-IWD/Current/Administrator/IWDSummary	Shows what the Summary View tab contains.
PEC-IWD/Current/Administrator/IWDTestProvision	Create an end-to-end test of your IWD provisioning setup in conjunction with the supplied CIWD Designer sample application.
PEC-IWD/Current/IWDDMPEGuide	Find links to all the topics in this guide.
PEC-IWD/Current/IWDDMPEGuide/Architecture	Learn about the iWD Data Mart's architecture.
PEC-IWD/Current/IWDDMPEGuide/Configure	Learn how to configure IWD Data Mart.
PEC-IWD/Current/IWDDMPEGuide/Deploy	Learn how to deploy IWD Data Mart (IWDDM) into a private edition environment.
PEC-IWD/Current/IWDDMPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-IWD/Current/IWDDMPEGuide/Observability
PEC-IWD/Current/IWDDMPEGuide/Overview	Learn about iWD Data Mart and how it works in Genesys Multicloud CX private edition.
PEC-IWD/Current/IWDDMPEGuide/Planning	Find out what to do before deploying IWD Data Mart.
PEC-IWD/Current/IWDDMPEGuide/Provision	Learn how to provision IWD Data Mart.
PEC-IWD/Current/IWDDMPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall IWDDM.
PEC-IWD/Current/IWDPEGuide	Find links to all the topics in this guide.
PEC-IWD/Current/IWDPEGuide/Architecture	Learn about the architeture for this service.No results architecture
PEC-IWD/Current/IWDPEGuide/Configure	Learn how to configure IWD.
PEC-IWD/Current/IWDPEGuide/Deploy	Learn how to deploy Intelligent Workload Distribution (IWD) into a private edition environment.
PEC-IWD/Current/IWDPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-IWD/Current/IWDPEGuide/Logging	Learn how to store logs for Email.
PEC-IWD/Current/IWDPEGuide/Observability
PEC-IWD/Current/IWDPEGuide/Overview	Learn about IWD and how it works in Genesys Multicloud CX private edition.
PEC-IWD/Current/IWDPEGuide/Planning	Find out what to do before deploying IWD.
PEC-IWD/Current/IWDPEGuide/Provision	Learn how to provision IWD.
PEC-IWD/Current/IWDPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall IWD.
PEC-IWD/HIW	IWD lets you capture work items from existing enterprise workflow systems and create, monitor and manage a Universal Queue for your contact center. This queue is sorted on business value and prioritized to ensure that the most critical or highest-value work items are distributed to the right resource at the right time, regardless of media type, system or location.
PEC-OU/Current/CXContact	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-OU/Current/CXContact/AboutLists	Learn the basics about contact lists.
PEC-OU/Current/CXContact/AdvInput	Learn how to use various advanced input techniques to modify data when creating data mapping schemas.
PEC-OU/Current/CXContact/Analytics	Learn about the key features in CX Contact Analytics and how to design your own dashboards.
PEC-OU/Current/CXContact/ApplyTreatments	Learn about treatments in CX Contact.
PEC-OU/Current/CXContact/CallerIDSets	Learn how to build and modify what appears on the called phones per-campaign or per-call.
PEC-OU/Current/CXContact/calllistloading	Learn about the Device Import Detail Report Dashboard.
PEC-OU/Current/CXContact/callresult	Learn about the Call Result Record Dashboard.
PEC-OU/Current/CXContact/campaigngroupevent	Learn about the Campaign Group Event Record Dashboard.
PEC-OU/Current/CXContact/CampaignGrps	Learn how to set up and manage a campaign group.
PEC-OU/Current/CXContact/Campaigns	Learn how to create and manage a campaign template. For general information about campaign templates and how they fit into the overall campaign structure, refer to the Campaign Structure and Terminology page.
PEC-OU/Current/CXContact/CampaignsPage	View the fields and metrics that are displayed on the campaigns dashboard.
PEC-OU/Current/CXContact/CampaignsTab	Learn how to create and manage campaigns.
PEC-OU/Current/CXContact/Channels	Learn how to enable channels.
PEC-OU/Current/CXContact/ComplianceTab	Learn how to set up and manage compliance tools and contact suppression lists.
PEC-OU/Current/CXContact/CompTools	Learn about the compliance tools used to restrict contact attempts. The compliance tools include the following: Attempt Rules Custom Time Zones Location Rules Custom Rules External Pre-Dial Validation Rules Contact Times Contact Dates
PEC-OU/Current/CXContact/Consent	Learn how to view, create, and manage Consent lists.
PEC-OU/Current/CXContact/contacthistory	Learn about the Contact History Record Dashboard.
PEC-OU/Current/CXContact/ContactSearch	Learn how to browse a contact list.
PEC-OU/Current/CXContact/CreateEditSchedule	Learn how to create and edit schedules that automatically and periodically run Campaign Groups.
PEC-OU/Current/CXContact/createpanel	Learn how to create an Analytics Dashboard Panel.
PEC-OU/Current/CXContact/dashboardconfiguration	Learn how to configure a Dashboard.
PEC-OU/Current/CXContact/dashboardrowconfig	Learn how to create rows in your analytics dashboards.
PEC-OU/Current/CXContact/DataMapping	Learn how to create a data mapping schema and apply the schema to a contact list.
PEC-OU/Current/CXContact/DeliveryRetry	Learn about all Delivery and Retry options and how to define a treatment plan. If you're looking for information about device escalation, go here. For information about SCXML-based treatments, go here.
PEC-OU/Current/CXContact/DeviceEscalation	Learn about the Device Escalation sub-tab of the Treatment tab. For information on the Delivery Options sub-tab or the Retry Options sub-tab, go here. For information about applying SCXML treatment scripts, go here.
PEC-OU/Current/CXContact/DialingModes	Learn about the available dialing modes and IVR modes.
PEC-OU/Current/CXContact/DialingProfile	Learn how to set up a dialing profile. For general information about dialing profiles and how they fit into the overall campaign structure, refer to the Campaign Structure and Terminology page.
PEC-OU/Current/CXContact/EmailCampaign	Learn how to build and modify email templates if you plan to run a campaign using the email channel.
PEC-OU/Current/CXContact/FieldLabels	Learn how to change the default label for a user field.
PEC-OU/Current/CXContact/Filters	Learn more about how to use filters in dashboards.
PEC-OU/Current/CXContact/FTPAutomation	Learn how to create and manage List Automation Tasks.
PEC-OU/Current/CXContact/GetStarted	Learn how to get started with the CX Contact application.
PEC-OU/Current/CXContact/importexport	Learn how to import/export a Dashboard and Panels.
PEC-OU/Current/CXContact/Introduction	Learn about the key concepts related to CX Contact.
PEC-OU/Current/CXContact/job	Learn about the Job Record Dashboard.
PEC-OU/Current/CXContact/ListFilters	Learn how to apply phone number filters.
PEC-OU/Current/CXContact/ListRules	Learn how to create and manage List Rules.
PEC-OU/Current/CXContact/Lists	Learn how to import and manage contact lists.
PEC-OU/Current/CXContact/ListsSpecFiles	Learn how to apply a specification file to a contact list.
PEC-OU/Current/CXContact/ListsTab	Use this section of the user interface to create and manage contact lists.
PEC-OU/Current/CXContact/ListWeighting	Learn how to assign weights to contact lists.
PEC-OU/Current/CXContact/PacingOptions	Learn about pacing and optimization to define the way in which contact attempts are made.
PEC-OU/Current/CXContact/PBAC	Learn about partition-based access controls.
PEC-OU/Current/CXContact/preloading	Learn about the Preloading Record Dashboard.
PEC-OU/Current/CXContact/RBAC	Learn about Role-based Access Controls.
PEC-OU/Current/CXContact/Schedules	Learn how to use schedules to automatically and periodically run Campaign Groups.
PEC-OU/Current/CXContact/SchedulesDashboard	Learn more about the Outbound Schedules Dashboard.
PEC-OU/Current/CXContact/SCXML	Learn how to apply an SCXML-based treatment.
PEC-OU/Current/CXContact/SettingsTab	Learn how to view or change any of the following settings: General settings Security settings Pacing settings Session profiles Partitions
PEC-OU/Current/CXContact/SMSCampaign	Learn how to build and modify SMS templates if you plan to run a campaign using the SMS channel.
PEC-OU/Current/CXContact/smsemail	Learn about the SMS/EMAIL Record Dashboard.
PEC-OU/Current/CXContact/smsnx	Learn about the SMS/Email Conversations Dashboard.
PEC-OU/Current/CXContact/Suppression	Learn how to manage Suppression Lists.
PEC-OU/Current/CXContact/Terminology	Learn about the basic structure and terminology for an outbound campaign.
PEC-OU/Current/CXContact/TimeConstraints	Use Time Constraint options to define an acceptable calling window.
PEC-OU/Current/CXContact/TimeZones	Learn how CX Contact assigns a time zone to a record within a contact list.
PEC-OU/Current/CXContact/TriggerRules	Learn how to create Trigger Rules for various CX Contact events.
PEC-OU/Current/CXContact/useractions	Learn about the User Actions Dashboard.
PEC-OU/Current/CXCPEGuide	Find links to all the topics in this guide.
PEC-OU/Current/CXCPEGuide/Architecture	Learn about CX Contact architecture.
PEC-OU/Current/CXCPEGuide/Architecture new	Learn about the architeture for this service.No results architecture
PEC-OU/Current/CXCPEGuide/Configure	Learn how to configure CX Contact.
PEC-OU/Current/CXCPEGuide/Deploy	Learn how to deploy CX Contact into a private edition environment.
PEC-OU/Current/CXCPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-OU/Current/CXCPEGuide/Observability
PEC-OU/Current/CXCPEGuide/Overview	Learn about CX Contact and how it works in Genesys Multicloud CX private edition.
PEC-OU/Current/CXCPEGuide/Planning	Find out what to do before deploying CX Contact.
PEC-OU/Current/CXCPEGuide/Provision	Learn how to provision CX Contact.
PEC-OU/Current/CXCPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall CX Contact.
PEC-OU/CXC	CX Contact is an outbound campaign management application used to create, manage, and monitor outbound voice, SMS, and email campaigns.
PEC-OU/HIW	Using CX Contact (an outbound campaign management application), Outbound lets you run voice, SMS or email campaigns using a cloud-based dialing engine on the back end.
PEC-PA/AllDeprecations
PEC-REC/Current/Administrator	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-REC/Current/Administrator/AccessControl	Each recording file is considered an object that is subject to access control at the user level. This page describes how to control user access.
PEC-REC/Current/Administrator/Backup	The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice and/or screen recording files prior to their automated deletion. This page describes how to set up the RCBS.
PEC-REC/Current/Administrator/EncryptingRecordings	The Genesys recording solution requires proper management of public and private keys used to encrypt voice and screen recordings. This page describes the process for generating and installing the public and private keys.
PEC-REC/Current/Administrator/GetStarted	Learn how to get started with the Recording, QM, and Speech Analytics solution.
PEC-REC/Current/Administrator/ScreenRecordingConfig	Genesys Interaction Recording (GIR) requires that a Screen Recording Service (SRS) be installed on each Agent's desktop. This page describes how to install the SRS.
PEC-REC/Current/User	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-REC/Current/User/actionitem	Use Action Items to manage SpeechMiner tasks. Action Items allow you to create and monitor a task for yourself and/or others. For example, a supervisor can create an Action Item that asks a staff member to create a series of sessions. The staff member can add notes as he/she progresses with the task and his/her supervisor can monitor the progress.
PEC-REC/Current/User/analyzerelatedwords	Use the Related Words window to explore and analyze the usage of terms and phrases commonly found (that is, co-occur) in the same areas of an interaction. The Related Words window is a graphic representation of the frequency of terms, phrases and term clusters. Click a term, phrase and/or cluster to discover new business issues and zero in on existing customer and employee behavior trends.
PEC-REC/Current/User/availabletemplates	Use this page to learn about all the report templates that are available for the SpeechMiner UI. Reports allow you to drill down within the report to view additional details about any graphic component (for example, graph bars, line or table headers), by simply clicking the component.
PEC-REC/Current/User/blacklist	Use the Blacklist to manage a list of terms/phrases that should be ignored by the system when analyzing Trending data. The Blacklist applies to all users, views and languages.
PEC-REC/Current/User/Categories	SpeechMiner UI extracts interaction content to categorize interactions, so you can better understand why customers are calling. That is, categorization provides quantitative information (such as an increase in customer complaints or repeat interactions), as well as qualitative information (such as customers stating that they want to switch vendors because of better prices) and subsequently, the intelligence you need to build more effective business strategies.
PEC-REC/Current/User/configurebrowser	Learn to configure Internet Explorer or Google Chrome to enable you to access the SpeechMiner UI.
PEC-REC/Current/User/Content Browser	Content Browser enables you to view the interactions associated with specific categories, agents, and programs. For example, selecting the category option will produce a list of all the categories and their sub-categories associated with one or more interactions.
PEC-REC/Current/User/createanewsearch	Use the Explore > Search menu to define searches to explore interaction or event data. The Search Filter allows you to specify the types of interactions you want to view.
PEC-REC/Current/User/createdashboard	Use the New Dashboard option to create a dashboard that displays summary information about a specific set of interactions. With this information you can quickly and easily obtain an overall and complete impression of the business issue you are investigating.
PEC-REC/Current/User/createevaluation	Use Quality Management evaluations to improve agent productivity as well as customer satisfaction. Quality Management evaluations enable you to promote a specific agenda that results in easy detection and training of agents who do not adhere to compliance or specified procedures.
PEC-REC/Current/User/createform	Use the New Form option to create and manage forms that enable evaluators to provide feedback about a specific agent. When a form is included in an evaluation, it becomes part of a process that helps you identify how an agent is functioning, and subsequently what the agent needs to do in order to maximize your business goals and customer satisfaction.
PEC-REC/Current/User/createtrendingfilter	Use the Trending filter to create filters that enable you to monitor and analyze terms and phrases within conversations and to identify and explore familiar and unexpected trends. By analyzing term trends within a specific interaction set over specific time periods and/or according to a variety of search criteria (for example, agent and/or customer side, metadata, duration, categories, topics, agents, work groups, language and so on), Trending enables you to better understand emerging business issues, pinpoint events that may require close attention, identify process or service issues before they escalate and recognize strengths and weaknesses of the organization’s employees, products, and processes.
PEC-REC/Current/User/dashboard	Use the SpeechMiner UI Dashboard to generate a summary view of interaction details relevant to a particular interaction set. A dashboard with one or more widgets allows you to quickly and easily understand the business issue you are investigating.
PEC-REC/Current/User/evaluationmanager	Use the Evaluation Manager to create and manage Quality Management evaluations that enable you improve agent productivity as well as customer satisfaction. With the options provided in the Evaluations Manager you can provide agents with objective assessments, motivate agents with training opportunities, recognize and keep top employees, and create evaluation reports.
PEC-REC/Current/User/evaluationsession	Use Evaluation Sessions to help ensure that an agent's participation in an interaction coincides with a specific business agenda. A completed evaluation session provides a view into how an agent communicates with consumers. Such evaluation sessions provide consistent and regular feedback that helps surface insightful reports, comments and suggestions that can lead to formal skills training and action plans to improve an agent's performance.
PEC-REC/Current/User/explore	Use the Explore options to filter massive quantities of interaction data to find interactions that are most related to the business issue you are investigating. The search query that you create can be of varying complexity, ranging from a specific agent to sophisticated criteria that define not only the agent to search for, but also their retrieval conditions (for example, date range, interaction type, metadata, and so on).
PEC-REC/Current/User/exporttrendingdata	Exporting Trending data enables you to compare data across different Trending Filter results. The Trending data is exported to a .csv file.
PEC-REC/Current/User/faq	Use this page to get answers to a few of the most frequently asked questions about Quality Management (QM).
PEC-REC/Current/User/formmanager	Use the Forms Manager to create feedback forms to use when evaluating your contact center agents. When a form is included in an evaluation, it becomes part of a process that helps you identify how an agent is functioning, and subsequently what the agent needs to do in order to maximize your business goals and customer satisfaction.
PEC-REC/Current/User/formquestions	A Quality Management form must contain one or more questions. This page describes the types of questions you can use, how to create and use question groups, and how to weigh the answers.
PEC-REC/Current/User/GetStarted	This guide describes how you can use the SpeechMiner user interface to perform search and playback for voice and screen recordings, traditional quality management tasks such as evaluation of interactions through form-based scoring, or advanced speech analytics such as topic analysis or trending and exploration analysis of transcripts.
PEC-REC/Current/User/interactionlist	Use the Interaction Lists options to create collections of one or more interactions for targeted analysis about a specific business issue.
PEC-REC/Current/User/interactions	Use the interaction transcript to gain insight about specific characteristics associated with the interaction.
PEC-REC/Current/User/mediaplayer	Use the Media Player to play back the audio of a recorded interaction and explore other aspects of the interaction. With the Media Player you can listen to an interaction, access a transcript of the interaction to view the words spoken, read comments to view other users ideas and thoughts about the interaction, add your own comments, view events associated with the interaction, an so on.
PEC-REC/Current/User/performevaluationsession	Use Evaluation Sessions to provide to identify the skill sets of your agents, as well as any skill gaps that need to be filled by additional training. This page describes how to perform an evaluation session and how you can subsequently modify and/or archive it.
PEC-REC/Current/User/permalink	Use the Permalink feature to save a network address for a particular item, such as a query or a report. This makes it easy to access the item again.
PEC-REC/Current/User/Programs	A program is a set of instructions that tell SpeechMiner UI what to recognize in recorded conversations between contact center agents and customers, in relation to a specific business issue.
PEC-REC/Current/User/qm	Use Quality Management (QM) to move beyond random sampling to gain a deeper understanding of agent/customer interactions. QM features can help you gain insight into customer interactions and ways in which agents can improve them.
PEC-REC/Current/User/reports	Use Reports to create a summary and analyses of interaction, speech, and external metadata. This page describes how to set up and generate reports and what you can do with them.
PEC-REC/Current/User/reporttemplates	Use the approximately 28 Report templates to view details about specific aspects of your organization. The variety of reports and the drill-down options within each one enable you to investigate a wide range of topics.
PEC-REC/Current/User/reportwidget	Use the Report widget to display the data for any report saved in your system. The Report widget can be configured to display information about a variety of topics. Adding more than one Report widget to a single dashboard enables you to display different types information.
PEC-REC/Current/User/savedreport	Use a saved report to view specific information on demand or according to a schedule. Saved reports enable you to periodically view data for business issues that may reoccur.
PEC-REC/Current/User/savedtrendingfilters	Use Saved Trending filters to support historical analysis and/or to enable you to rerun the filter for different time periods.
PEC-REC/Current/User/searchresultsgrid	Use the Search Results Grid to find interactions that best match your business analysis. You can filter the results displayed in the Search Results Grid using the options in the Search Filter.
PEC-REC/Current/User/tools	Use the SpeechMiner UI Tools to access an array of global SpeechMiner UI functions and management features. For example, manage and assign specific user views, configure names for metadata filter options, export completed Quality Management sessions, and define tags.
PEC-REC/Current/User/Topics	A topic enables you to boost the recognition of a specific business issue by telling SpeechMiner UI what phrases to look for. For example, if you want to identify interactions in which the customer wishes to cancel an account, you could create a topic named Cancellation with the following phrases: "Close out my account" and "I need to cancel".
PEC-REC/Current/User/Topics, Categories, and Programs	Topics, Categories, and Programs are SMART features that are used when creating a set of instructions designed to help gather and deliver valuable intelligence that business users readily understand and use.
PEC-REC/Current/User/trending	Use this page to monitor and analyze terms and phrases within conversations according to a variety of search criteria to better understand familiar and unexpected trends.
PEC-REC/Current/User/trendingchartdata	Use the Trending chart to further analyze the relevance of a term/phrase, by studying the information panel that accompanies the Trending bubble chart.
PEC-REC/Current/User/trendingtoolbar	Use the Trending filter options to refine the data in the Trending page.
PEC-REC/Current/User/trendingtooltip	The bubble chart that appears after you run the Trending Filter includes a variety of information that enables you to better understand the changes and distribution of terms and phrases within a selected interaction set.
PEC-REC/Current/User/usernew	Review this page to discover the new features that were released for the latest SpeechMiner UI.
PEC-REC/Current/User/whatisaninteraction	An interaction is communication between an agent and a customer.
PEC-REC/Current/User/widgets	Use Widgets to display summary information about a specific set of interactions. With Widgets you can better understand the nature of all interactions within a specific interaction list.
PEC-REC/Current/User/workingwithdashboard	Use Dashboards to organize summary information about interactions. A Dashboard provides you with the tools that enable you obtain an overall and complete impression of the business issue you are investigating. For example, you can create a dashboard with a Report widget (to give you a snapshot of metrics and key performance indicators).
PEC-REC/HIW	The Genesys Recording, QM and Speech Analytics solution evaluates recorded customer interactions for data about what is happening in your organization.
PEC-REP/AllDeprecations
PEC-REP/Current/Administrator	Perform basic administrator tasks for your reporting tools and users.
PEC-REP/Current/Administrator/GDPR-GCXI	Ensure that you handle Personal Identifiable Information (PII) in accordance with General Data Protection Regulation (GDPR) standards.
PEC-REP/Current/Administrator/HRCXISchdlRprts	Schedule the periodic delivery of reports.
PEC-REP/Current/Administrator/HRCXIUsrMgmt	Manage Reporting GCXI (historical reporting) user accounts.
PEC-REP/Current/GCXIMCPRG	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-REP/Current/GCXIMCPRG/Agent	Objects that you can use to organize and filter agent-related data.
PEC-REP/Current/GCXIMCPRG/AgentAttributes	Attributes that you can use to build agent-focused reports.
PEC-REP/Current/GCXIMCPRG/AgentMetrics	Metrics that you can use to build agent-focused reports.
PEC-REP/Current/GCXIMCPRG/BillingData	Objects that you can use to organize and filter data customer usage data related to billing.
PEC-REP/Current/GCXIMCPRG/BillingDataAttributes	Attributes that you can use to build billing-related reports.
PEC-REP/Current/GCXIMCPRG/BillingDataMetrics	Metrics that you can use to build billing-related reports.
PEC-REP/Current/GCXIMCPRG/Business Attribute	Objects that you can use to organize and filter Genesys Info Mart data related to business attributes.
PEC-REP/Current/GCXIMCPRG/Business AttributeAttributes	Attributes that you can use to build reports based on business attributes.
PEC-REP/Current/GCXIMCPRG/Business AttributeMetrics	Metrics that you can use to build reports based on business attributes.
PEC-REP/Current/GCXIMCPRG/Callback	Objects that you can use to organize and filter data related to callbacks.
PEC-REP/Current/GCXIMCPRG/CallbackAttributes	Attributes that you can use to build callback-related reports.
PEC-REP/Current/GCXIMCPRG/CallbackMetrics	Metrics that you can use to build callback-related reports.
PEC-REP/Current/GCXIMCPRG/Chat	Objects that you can use to organize and filter chat-related data from Genesys Info Mart.
PEC-REP/Current/GCXIMCPRG/ChatAttributes	Attributes that you can use to build chat-related reports.
PEC-REP/Current/GCXIMCPRG/ChatMetrics	Metrics that you can use to build chat-related reports.
PEC-REP/Current/GCXIMCPRG/Co-browse	Objects that you can use to organize and filter data related to agent handling of contact center interactions involving Co-browse sessions.
PEC-REP/Current/GCXIMCPRG/Co-browseAttributes	Attributes that you can use to build co-browse-related reports.
PEC-REP/Current/GCXIMCPRG/Co-browseMetrics	Metrics that you can use to build co-browse-related reports.
PEC-REP/Current/GCXIMCPRG/Designer	Objects that you can use to organize and filter information about Interactive-Voice-Response (IVR) usage in your contact center.
PEC-REP/Current/GCXIMCPRG/DesignerAttributes	Attributes that you can use to build IVR-related reports.
PEC-REP/Current/GCXIMCPRG/DesignerMetrics	Metrics that you can use to build IVR-related reports.
PEC-REP/Current/GCXIMCPRG/Detail	Objects that you can use to organize and filter detail information from Genesys Info Mart.
PEC-REP/Current/GCXIMCPRG/DetailAttributes	Attributes that you can use to build detail reports.
PEC-REP/Current/GCXIMCPRG/DetailMetrics	Metrics that you can use to build detail reports.
PEC-REP/Current/GCXIMCPRG/HRCXIAboutProjects	Learn about Genesys CX Insights projects.
PEC-REP/Current/GCXIMCPRG/HRCXIAdtnlRes	Links to additional resources related to GCXI.
PEC-REP/Current/GCXIMCPRG/IWD	Build agent-related reports based on data from Intelligent Workload Distribution (IWD).
PEC-REP/Current/GCXIMCPRG/IWDAttributes	Attributes that you can use to build reports based on IWD data.
PEC-REP/Current/GCXIMCPRG/IWDMetrics	Metrics that you can use to build reports based on IWD data.
PEC-REP/Current/GCXIMCPRG/Outbound Contact	Objects that you can use to organize and filter data describing agent handling of contact center interactions involving Outbound campaigns.
PEC-REP/Current/GCXIMCPRG/Outbound ContactAttributes	Attributes that you can use to build outbound-related reports.
PEC-REP/Current/GCXIMCPRG/Outbound ContactMetrics	Metrics that you can use to build outbound-related reports.
PEC-REP/Current/GCXIMCPRG/Predictive Routing	Objects that you can use to organize and filter data describing the performance and effect of Genesys Predictive Routing (GPR) in your contact center.
PEC-REP/Current/GCXIMCPRG/Predictive RoutingAttributes	Attributes that you can use to build Predictive Routing-related reports.
PEC-REP/Current/GCXIMCPRG/Project GenesysCXInsights	This project enables you to build historical reports from Genesys Info Mart data.
PEC-REP/Current/GCXIMCPRG/Project GenesysCXInsightsforIWD	This project enables you to build historical reports from Intelligent Workload Distribution (IWD) data.
PEC-REP/Current/GCXIMCPRG/Queue	Objects that you can use to organize and filter Info Mart data based on queue-related information.
PEC-REP/Current/GCXIMCPRG/QueueAttributes	Attributes that you can use to build queue-related reports.
PEC-REP/Current/GCXIMCPRG/QueueMetrics	Metrics that you can use to build queue-related reports.
PEC-REP/Current/GCXIMCPRG/Service Objects	Objects that you can use to organize and filter Info Mart data based on a range of time.
PEC-REP/Current/GCXIMCPRG/Service ObjectsAttributes	Attributes that you can use to build reports for a variety of purposes.
PEC-REP/Current/GCXIMCPRG/Service ObjectsMetrics	Metrics that you can use to build reports for a variety of purposes.
PEC-REP/Current/GCXIMCPRG/Time	Objects that you can use to organize and filter Info Mart data based on a range of time.
PEC-REP/Current/GCXIMCPRG/TimeAttributes	Attributes that you can use to organize data by time in reports.
PEC-REP/Current/GCXIMCPRG/User Data Call Survey	Objects that you can use to organize and filter Info Mart data related to call surveys.
PEC-REP/Current/GCXIMCPRG/User Data Call SurveyAttributes	Attributes that you can use to build call survey-related reports.
PEC-REP/Current/GCXIMCPRG/User Data Example	Objects that enable the measurement of Info Mart data based on custom userdata attributes.
PEC-REP/Current/GCXIMCPRG/User Data ExampleAttributes	Attributes that enable the measurement of Info Mart data based on custom userdata attributes.
PEC-REP/Current/GCXIPEGuide	Find links to all the topics in this guide.
PEC-REP/Current/GCXIPEGuide/Architecture	Learn about Genesys Customer Experience Insights (GCXI) architecture.
PEC-REP/Current/GCXIPEGuide/ArchitectureMain	Learn about No results architecture.
PEC-REP/Current/GCXIPEGuide/Configure	Learn how to configure Genesys Customer Experience Insights (GCXI).
PEC-REP/Current/GCXIPEGuide/ConfigureRAA	Learn how to configure Reporting and Analytics Aggregates (RAA).
PEC-REP/Current/GCXIPEGuide/Deploy	Learn how to deploy Genesys Customer Experience Insights (GCXI) into a private edition environment.
PEC-REP/Current/GCXIPEGuide/DeployRAA	Learn how to deploy Reporting and Analytics Aggregates (RAA) into a private edition environment.
PEC-REP/Current/GCXIPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-REP/Current/GCXIPEGuide/Logging	Learn how to access logs for Genesys Customer Experience Insights (GCXI).
PEC-REP/Current/GCXIPEGuide/Metrics	Learn about Prometheus metrics you should monitor for Genesys Customer Experience Insights (GCXI).
PEC-REP/Current/GCXIPEGuide/Observability
PEC-REP/Current/GCXIPEGuide/Overview	Learn about Genesys Customer Experience Insights (GCXI) and how it works in Genesys Multicloud CX private edition.
PEC-REP/Current/GCXIPEGuide/Planning	Find out what to do before deploying Genesys Customer Experience Insights (GCXI).
PEC-REP/Current/GCXIPEGuide/PlanningRAA	Find out what to do before deploying Reporting and Analytics Aggregates (RAA).
PEC-REP/Current/GCXIPEGuide/Provision	Learn how to provision Genesys CX Insights Guide (GCXI).
PEC-REP/Current/GCXIPEGuide/ProvisionRAA	Learn how to provision Reporting and Analytics Aggregates (RAA).
PEC-REP/Current/GCXIPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall GCXI.
PEC-REP/Current/GCXIPEGuide/UpgradeRAA	Learn how to upgrade, rollback, or uninstall Reporting and Analytics Aggregates (RAA)
PEC-REP/Current/GCXIPRG	Link the Genesys CX Insights 9.0 on-premises Projects Reference Guide.
PEC-REP/Current/GCXIPRG/AgentAttributes
PEC-REP/Current/GCXIPRG/AgentMetrics	Use metrics in the Agent folder to build agent-related reports.
PEC-REP/Current/GIMPEGuide	Find links to all the topics in this guide.
PEC-REP/Current/GIMPEGuide/ArchitectureMain	Learn about the architeture for this service.No results architecture
PEC-REP/Current/GIMPEGuide/ConfigureGCA	Learn how to configure GIM Config Adapter (GCA).
PEC-REP/Current/GIMPEGuide/ConfigureGIM	Learn how to configure GIM.
PEC-REP/Current/GIMPEGuide/ConfigureGSP	Learn how to configure GIM Stream Processor (GSP).
PEC-REP/Current/GIMPEGuide/DeployGCA	Learn how to deploy GIM Config Adapter (GCA) into a private edition environment.
PEC-REP/Current/GIMPEGuide/DeployGIM	Learn how to deploy GIM (GIM) into a private edition environment.
PEC-REP/Current/GIMPEGuide/DeployGSP	Learn how to deploy GIM Stream Processor (GSP) into a private edition environment.
PEC-REP/Current/GIMPEGuide/GIMConfigOptions	Options you can use to control GIM behavior.
PEC-REP/Current/GIMPEGuide/GSPConfigOptions	Options you can use to control GSP behavior.
PEC-REP/Current/GIMPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-REP/Current/GIMPEGuide/Observability
PEC-REP/Current/GIMPEGuide/Overview	Learn about Genesys Info Mart and how it works in Genesys Multicloud CX private edition.
PEC-REP/Current/GIMPEGuide/PlanningGCA	Find out what to do before deploying GIM Config Adapter (GCA).
PEC-REP/Current/GIMPEGuide/PlanningGIM	Find out what to do before deploying GIM.
PEC-REP/Current/GIMPEGuide/PlanningGSP	Find out what to do before deploying GIM Stream Processor (GSP).
PEC-REP/Current/GIMPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall Genesys Info Mart.
PEC-REP/Current/GVP	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-REP/Current/GVP/CBrowserCLD	Call Browser reports offer you a list of calls (either in-progress or completed) and data from their Call Detail Records.
PEC-REP/Current/GVP/CDashCLD	Dashboard reports help you monitor calls (either in-progress or completed) from the perspective of IVR Profiles or GVP components.
PEC-REP/Current/GVP/GetStarted	Learn how to get started with Genesys Voice Platform (GVP) reports.
PEC-REP/Current/GVP/OpRepCLD	Operational reports show you statistics about the rate of call arrivals, call durations, and peak call volume—by IVR Profile or GVP component.
PEC-REP/Current/GVP/VARCLD	Voice Application Reporting (VAR) helps you measure the efficiency of your contact center.
PEC-REP/Current/PulsePEGuide	Find links to all the topics in this guide.
PEC-REP/Current/PulsePEGuide/Architecture	Learn about Genesys Pulse architecture.
PEC-REP/Current/PulsePEGuide/ArchitectureMain	Learn about No results architecture.
PEC-REP/Current/PulsePEGuide/Configure	Learn how to configure Genesys Pulse.
PEC-REP/Current/PulsePEGuide/Deploy	Learn how to deploy Pulse Web Service (Pulse) into a private edition environment.
PEC-REP/Current/PulsePEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PEC-REP/Current/PulsePEGuide/Logging	Learn how to store logs for Genesys Pulse.
PEC-REP/Current/PulsePEGuide/Metrics	Learn which metrics you should monitor for Genesys Pulse and when to sound the alarm.
PEC-REP/Current/PulsePEGuide/Observability
PEC-REP/Current/PulsePEGuide/Overview	Learn about Genesys Pulse and how it works in Genesys Multicloud CX private edition.
PEC-REP/Current/PulsePEGuide/Planning	Find out what to do before deploying Genesys Pulse.
PEC-REP/Current/PulsePEGuide/Provision	Learn how to provision Genesys Pulse.
PEC-REP/Current/PulsePEGuide/PulsePermissionsMetrics
PEC-REP/Current/PulsePEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall Genesys Pulse.
PEC-REP/Current/RPRT	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-REP/Current/RPRT/GetStarted	Learn how to navigate in Genesys CX Insights, and how to generate reports.
PEC-REP/Current/RPRT/GIM	Genesys Info Mart is the component behind the historical reports in your Cloud deployment. This page introduces the Genesys Info Mart historical database, which provides a structure for collecting contact center analytics data and sorting it to provide insights to business users. This information is intended for advanced users.
PEC-REP/Current/RPRT/HRCXIAbndnDly	Examine the number and percentage of interactions that were abandoned (or disconnected) while queued at a specific queue, and the percentage of abandoned interactions by service time interval.
PEC-REP/Current/RPRT/HRCXIActvtySmry	View summary information about activities in Designer applications, including the number of activities within a given time period, and the number and percentage of those activities that were complete or incomplete.
PEC-REP/Current/RPRT/HRCXIAgentConduct	Analyze how well each agent handles incoming calls.
PEC-REP/Current/RPRT/HRCXIAgentDtls	View a detailed breakdown of an agent's activity.
PEC-REP/Current/RPRT/HRCXIAgentDtlsA	View a detailed breakdown of an agent's activity.
PEC-REP/Current/RPRT/HRCXIAgentGrpBusAtr	Compare agent group interaction handling activities against the revenue generated by each group.
PEC-REP/Current/RPRT/HRCXIAgentGrpIxnHndlng	View detailed information about the interaction-processing performance of agent groups.
PEC-REP/Current/RPRT/HRCXIAgentGrpMbrshpReport	Examine the distribution of agents among agent groups.
PEC-REP/Current/RPRT/HRCXIAgentGrpMbrshpReportA	Examine the distribution of agents among agent groups.
PEC-REP/Current/RPRT/HRCXIAgentGrpQueBusAtr	Analyze agent activities based on a range of call handling attributes.
PEC-REP/Current/RPRT/HRCXIAgentIntrvlBsd	Analyze key agent performance indicators when handling interactions during specific time intervals.
PEC-REP/Current/RPRT/HRCXIAgentIxnHrchy	Learn about the hierarchy of interactions that were offered to agents.
PEC-REP/Current/RPRT/HRCXIAgentLginLgout	Analyze the timing and duration of agent login sessions.
PEC-REP/Current/RPRT/HRCXIAgentLginLgoutA	Analyze the timing and duration of agent login sessions.
PEC-REP/Current/RPRT/HRCXIAgentNtRdy	Learn more about the time agents spend in the Not Ready State.
PEC-REP/Current/RPRT/HRCXIAgentNtRdyRsnCd	Learn more about agent performance, including detailed call handling information for each agent.
PEC-REP/Current/RPRT/HRCXIAgentOmniAct	View detailed information about how each agent's active time was used.
PEC-REP/Current/RPRT/HRCXIAgentQueue	Analyze agent performance by reviewing detailed call handling information for each agent, by queue.
PEC-REP/Current/RPRT/HRCXIAgentSclEngagmnt	Analyze average social media scores for one or more agents.
PEC-REP/Current/RPRT/HRCXIAgentSmryActvtyActv	Analyze how agents use their active time.
PEC-REP/Current/RPRT/HRCXIAgentSmryActvtyIxn	Analyze how agent time is spent during interaction handling.
PEC-REP/Current/RPRT/HRCXIAgentsReports	Use Agents reports to learn more about the performance of agents in your contact center.
PEC-REP/Current/RPRT/HRCXIAgentState	Monitor agent noncall-related activities. Often used in circumstances where the agent is paid by the minute.
PEC-REP/Current/RPRT/HRCXIAgentStateA	Monitor agent noncall-related activities. Often used in circumstances where the agent is paid by the minute.
PEC-REP/Current/RPRT/HRCXIAgentUtilization	Analyze agent performance with respect to customer and consults interactions.
PEC-REP/Current/RPRT/HRCXIAgentWrap	Examine the time the agents (or agent groups) spend on after-call work (ACW or wrap) activities.
PEC-REP/Current/RPRT/HRCXIAgntOtbndCmpgnReport	Analyze agent performance in your outbound campaigns.
PEC-REP/Current/RPRT/HRCXIAgntPerfDshbrd	Analyze agent performance and conduct in the contact center, including information about handle time, interaction volume, and relative ranking compared to other agents.
PEC-REP/Current/RPRT/HRCXIAgntSmryActActEml	Analyze how agent active time is used when handling email interactions.
PEC-REP/Current/RPRT/HRCXIAgntUtlztnEml	Perform in-depth analysis of agent active time related to handling email interactions.
PEC-REP/Current/RPRT/HRCXIAniDetailDshbrd	Explore outcomes of customer interactions based on Automatic Number Identification (ANI).
PEC-REP/Current/RPRT/HRCXIANIDetails	Explore the outcomes of customer interactions based on Automatic Number Identification (ANI), on a daily or hourly basis.
PEC-REP/Current/RPRT/HRCXIApplctnDrtn	View detailed information about Interactive Voice Response (IVR) service time durations.
PEC-REP/Current/RPRT/HRCXIApplctnSmry	Learn about the disposition of Interactive Voice Response (IVR) sessions.
PEC-REP/Current/RPRT/HRCXIAstSrvsIxns	Analyze the events that precede calls moving from Self Service into Assisted Service.
PEC-REP/Current/RPRT/HRCXIAsyncIxns	Find out about Chat interactions that are initiated by customers outside of regular business hours.
PEC-REP/Current/RPRT/HRCXIBDSReports	Learn about your consumption of billable Genesys services.
PEC-REP/Current/RPRT/HRCXIBlckSmry	Learn about traffic and errors in each application block.
PEC-REP/Current/RPRT/HRCXIBotAnltcDshbrd	Analyze the impact of bots on the customer experience in interaction flows that involve Genesys Designer applications.
PEC-REP/Current/RPRT/HRCXIBusMtrExec	Review adherence to baseline service objectives.
PEC-REP/Current/RPRT/HRCXIBusResReports	Use Business Results reports to learn about the business outcomes that result from activity in your contact center.
PEC-REP/Current/RPRT/HRCXICallbackDetail	View detailed information about Callback usage in your contact center.
PEC-REP/Current/RPRT/HRCXICallbackReports	Learn more about the performance of Callback in your contact center. Reports in the Callback folder are ready-to-use, but as always, can be modified to suit your specific business needs.
PEC-REP/Current/RPRT/HRCXICallbackSummary	Analyze overall callback success rates in your contact center by reviewing the volume of callback calls, success rates, resulting savings, and customer wait times.
PEC-REP/Current/RPRT/HRCXICCDshbrd	View detailed information about interaction volumes and KPIs for the whole contact center.
PEC-REP/Current/RPRT/HRCXIChatEngmnt	Analyze the volume and duration of agent chat engagements agents.
PEC-REP/Current/RPRT/HRCXIChatMsgStat	Analyze the volume and duration of chat exchanges between customers and agents.
PEC-REP/Current/RPRT/HRCXIChatReports	Learn more about chat volumes, statistics, and outcomes in your contact center.
PEC-REP/Current/RPRT/HRCXIChatSssn	Examine the number of chat sessions, the number of messages within chat sessions, and how often chats were missed or transferred.
PEC-REP/Current/RPRT/HRCXIChatThread	View detailed information about chat sessions and threads.
PEC-REP/Current/RPRT/HRCXICmpgnClbkSmry	Analyze the use of Callback in your campaign.
PEC-REP/Current/RPRT/HRCXICmpgnSmry	Monitor the overall progress of your campaign.
PEC-REP/Current/RPRT/HRCXICntctLstEft	Analyze the success rates of your contact lists, focusing on the frequency of SIT detection.
PEC-REP/Current/RPRT/HRCXICoBrwsDetail	Assess agent handling of contact center interactions that include Co-browse sessions.
PEC-REP/Current/RPRT/HRCXICoBrwsReports	Learn more about agent handling of contact center interactions that involve Co-browse sessions.
PEC-REP/Current/RPRT/HRCXICoBrwsSmry	Analyze each agent's handling of interactions that involve Co-browse sessions.
PEC-REP/Current/RPRT/HRCXICustomizingReports	Modify out-of-box reports to customize them for your business needs. Information on this page applies to both reports and dashboards, but for simplicity, refers to them simply as reports.
PEC-REP/Current/RPRT/HRCXICustPersp	Monitor customer experience in the contact center.
PEC-REP/Current/RPRT/HRCXIDashboards	Learn about dashboards, which provide visual summaries of activity in your contact center, and are organized to suit your role in the organization.
PEC-REP/Current/RPRT/HRCXIDetail	View detailed information about activity in your contact center, from many different perspectives.
PEC-REP/Current/RPRT/HRCXIEmail	Learn more about email interaction volumes, statistics, and outcomes in your contact center.
PEC-REP/Current/RPRT/HRCXIFnlDspstnDshbrd	Analyze trends in interaction outcomes based on whether interactions conclude in the Self-Service phase or enter the Assisted-Service phase and are routed to a DN or agent.
PEC-REP/Current/RPRT/HRCXIForiWD	Analyze activity in contact centers that use iWD Data Mart.
PEC-REP/Current/RPRT/HRCXIGetStarted	Navigate in Genesys CX Insights to access and run/generate historical reports, and control what data appears in reports.
PEC-REP/Current/RPRT/HRCXIGPRAgntOcpncy	Evaluate the impact that enabling Genesys Predictive Routing (GPR) has on the use of agent's time.
PEC-REP/Current/RPRT/HRCXIGPRAHTQ	Evaluate the impact that enabling Genesys Predictive Routing (GPR) has on your contact center efficiency.
PEC-REP/Current/RPRT/HRCXIGPRMdlEfcncy	Evaluate the impact that enabling various GPR prediction models has on your contact center efficiency.
PEC-REP/Current/RPRT/HRCXIInbndVce	View information about Named and Concurrent Users Count usage.
PEC-REP/Current/RPRT/HRCXIIncludedReports	View a complete list, organized by type, of the out-of-box historical reports and dashboards that are included with Genesys CX Insights.
PEC-REP/Current/RPRT/HRCXIIVRBotAnltcDshbrd	Analyze the impact of bots on the customer experience in interaction flows that involve Genesys Designer applications.
PEC-REP/Current/RPRT/HRCXIIVRFnlDspstnDshbrd	Analyze trends in interaction outcomes based on whether interactions conclude in the Self-Service phase or enter the Assisted-Service phase and are routed to a DN or agent.
PEC-REP/Current/RPRT/HRCXIIVRReports	View information about Interactive-Voice-Response (IVR) usage in your contact center.
PEC-REP/Current/RPRT/HRCXIIVRUsage	View information about Genesys Voice Platform (GVP) usage, as represented by daily and monthly totals of IVR Minutes and IVR Ports.
PEC-REP/Current/RPRT/HRCXIiWDCptrPntBsnsVlu	Explore the distribution of tasks by process and point of entry (capture point) into the iWD system.
PEC-REP/Current/RPRT/HRCXIiWDCptrPntDshbrd	Analyze the business value driven through capture points, and the volume of work processed through each capture point.
PEC-REP/Current/RPRT/HRCXIiWDCptrPntTskDrtn	Identify and plan remediation for bottlenecks in the system.
PEC-REP/Current/RPRT/HRCXIiWDCstmrSgmntSrvLvlDshbrd	Understand how well each department and process is meeting Service Level Agreements
PEC-REP/Current/RPRT/HRCXIiWDCstrSgmtSrvcLvl	Examine whether SLAs are being met for each customer segment.
PEC-REP/Current/RPRT/HRCXIiWDETLAuditDshbrd	Track job execution statistics, including duration, status, and other critical ETL values.
PEC-REP/Current/RPRT/HRCXIiWDInbndIntrDyEml	Analyze the volume of iWD email tasks that are added, completed, or in process during a specified time period.
PEC-REP/Current/RPRT/HRCXIiWDIntrDyPrcs	Examine the performance of historical and pending work items, explore backlogs, throughput, and overdue tasks.
PEC-REP/Current/RPRT/HRCXIiWDIntrDyPrcsDshBrd	Analyze completed iWD tasks on an intraday basis.
PEC-REP/Current/RPRT/HRCXIiWDOtBndEml	Perform detailed analysis of outbound email usage patterns.
PEC-REP/Current/RPRT/HRCXIiWDResPerf	Examine key task-handling metrics for each agent / resource.
PEC-REP/Current/RPRT/HRCXIiWDResPerfDshbrd	Analyze the amount of time and effort required to resolve work items.
PEC-REP/Current/RPRT/HRCXIiWDTskAgeDshbrd	Understand how well each department and process is meeting Service Level Agreements
PEC-REP/Current/RPRT/HRCXIiWDTskAgeRprt	Explore the volume of tasks that fail to meet Service Level Agreements.
PEC-REP/Current/RPRT/HRCXIiWDTskDtl	Perform detailed analysis of individual work items from a customer perspective.
PEC-REP/Current/RPRT/HRCXIiWDTskWrkDtl	Analyze tasks that involve more than one agent / resource.
PEC-REP/Current/RPRT/HRCXIIxnAccptnc	Analyze how long it takes for agents to accept interactions.
PEC-REP/Current/RPRT/HRCXIIxnAccptncDshBrd	Analyze the number and percentage of customer interactions that are accepted promptly, compared to those that encounter a delay.
PEC-REP/Current/RPRT/HRCXIIXNFlow	Understand how interactions proceed, from the customer’s perspective.
PEC-REP/Current/RPRT/HRCXIIxnHndlngAttmpt	Learn about agent handling of interaction handling in the contact center.
PEC-REP/Current/RPRT/HRCXIIxnTrffic	Study the efficiency of individual queues.
PEC-REP/Current/RPRT/HRCXIIxnTrfficGrp	Examine the efficiency of interaction handling in any given queue group.
PEC-REP/Current/RPRT/HRCXIIxnVlmAttr	Analyze Business Results in the context of Service Level and caller objectives.
PEC-REP/Current/RPRT/HRCXIIxnVolBusAtr	Analyze how effectively customer needs are being met.
PEC-REP/Current/RPRT/HRCXIMlstnPthAnysys	Explore the first and last milestones customers traversed, and the number of sessions that ended in each final disposition.
PEC-REP/Current/RPRT/HRCXIMlstnSmry	Learn about the dispositions of calls at each milestone.
PEC-REP/Current/RPRT/HRCXIOtbndReports	Learn about the outbound campaigns running in your contact center (outbound engagement).
PEC-REP/Current/RPRT/HRCXIPreAgntTrmtn	Learn more about calls that terminated without connecting to an agent.
PEC-REP/Current/RPRT/HRCXIPredictiveABTstng	Evaluate the impact of enabling various predictive models and predictors based on time-sliced A/B testing.
PEC-REP/Current/RPRT/HRCXIPredictiveDtl	Find out how Genesys Predictive Routing (GPR) is used in your contact center, and how enabling GPR impacts Key Performance Indicators (KPI).
PEC-REP/Current/RPRT/HRCXIPredictiveOprtnl	Track key operational statistics for Genesys Predictive Routing (GPR), such as interaction volume and wait times.
PEC-REP/Current/RPRT/HRCXIPredictiveQStat	Evaluate the impact that enabling Genesys Predictive Routing (GPR) has on queue-related Key Performance Indicators (KPI).
PEC-REP/Current/RPRT/HRCXIPredictiveReports	Learn more about how Genesys Predictive Routing (GPR) is used in your contact center, including how GPR impacts customer experience, wait times, issue resolution rates, and other key metrics.
PEC-REP/Current/RPRT/HRCXIQueueDshbrd	Compare the performance of various queues by viewing detailed information about agent performance on a queue-by-queue basis.
PEC-REP/Current/RPRT/HRCXIQueuesReports	Analyze activity in your contact center on a queue-by-queue basis.
PEC-REP/Current/RPRT/HRCXIQuOutln	View detailed information about queue performance.
PEC-REP/Current/RPRT/HRCXIQuSmry	Assess the performance of configured queues in your contact center.
PEC-REP/Current/RPRT/HRCXIReadReports	Read and understand Genesys CX Insights reports, and learn how to drill, filter, or export report results.
PEC-REP/Current/RPRT/HRCXISlfSrvcStats	Discover how often calls are completed successfully in each phase (Self-Service and Assisted Service), and what happens when they are not.
PEC-REP/Current/RPRT/HRCXISpdOfAccptHrs	Analyze how long interactions wait in queue before being accepted.
PEC-REP/Current/RPRT/HRCXISpdOfAccptScnds	Find out how long interactions wait in queue before being accepted.
PEC-REP/Current/RPRT/HRCXISuprvsrDshbrd	View detailed information about agent activities, interactions, and states, focusing on indicators that are relevant from a supervisor perspective.
PEC-REP/Current/RPRT/HRCXISurveyAnswer	Learn more about customers responses to post-call survey questions.
PEC-REP/Current/RPRT/HRCXISurveyStatistics	Learn more about how customers interact with post-call surveys.
PEC-REP/Current/RPRT/HRCXITaskRoutingReports	Learn more about the performance of Genesys Task Routing in your Genesys Multicloud CX contact center.
PEC-REP/Current/RPRT/HRCXITransferDshbrd	Learn about how agent time was spent when handling contact center interactions that involve a transfer, consult, or conference, whether warm or cold.
PEC-REP/Current/RPRT/HRCXITransferDtls	Analyze the circumstances that lead to call transfers, and the outcomes.
PEC-REP/Current/RPRT/HRCXITskRtngAgentDshbrd	View a breakdown of the time agents spent when handling interactions that were routed by Genesys Task Routing (GTR).
PEC-REP/Current/RPRT/HRCXITskRtngTskVmDshbrd	Review the volume of tasks that agents handled when working on interactions that were routed by Genesys Task Routing (GTR).
PEC-REP/Current/RPRT/HRCXIWeeklyAgntGrpPrfDshBrd	Explore weekly interaction handling at the group level on a weekly basis.
PEC-REP/Current/RPRT/HRCXIWeeklyAgntGrpPrfDshBrdA	Explore weekly interaction handling at the group level on a weekly basis.
PEC-REP/Current/RPRT/HRCXIWeeklyAgntGrpUtlztnDshBrd	Understand how agents are using their time over the course of a week.
PEC-REP/Current/RPRT/HRCXIWeeklyAgntGrpUtlztnDshBrdA	Understand how agents are using their time over the course of a week.
PEC-REP/Current/RPRT/HRCXIWeeklyBusAttrDshBrd	Explore interaction business-result categorization on a weekly basis.
PEC-REP/Current/RPRT/HRCXIWeeklyBusAttrDshBrdA	Explore interaction business-result categorization on a weekly basis.
PEC-REP/Current/RPRT/HRCXIWeeklyQSmmryDshBrd	Assess the weekly performance of configured queues.
PEC-REP/Current/RPRT/HRCXIWeeklyQSmmryDshBrdA	Assess the weekly performance of configured queues.
PEC-REP/Current/RPRT/HRCXIWeeklySlfSrvcCntnmntDshBrd	Explore the volume of interactions that are (or are not) contained in Self-Service.
PEC-REP/Current/RPRT/HRCXIWeeklySlfSrvcCntnmntDshBrdA	Explore the volume of interactions that are (or are not) contained in Self-Service.
PEC-REP/Current/RT	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-REP/Current/RT/Accessibility	Genesys Pulse accessibility features and guidelines.
PEC-REP/Current/RT/AgentManagement	Using Agent Widgets, perform agent management actions such as managing agent skills, or forcing agents to logout.
PEC-REP/Current/RT/GetStarted	Genesys Pulse is your gateway for monitoring your contact center, so you can better meet your business needs. This getting started page will get you running, viewing, and managing reports.
PEC-REP/Current/RT/RealTimeReporting	Genesys Pulse is a widget-based performance dashboard solution for monitoring contact center resources in real time.
PEC-REP/Current/RT/RTRDashboardExample	View examples of dashboards and wallboards to help you choose what you want to display.
PEC-REP/Current/RT/RTRFormulas	You can use a formula to retrieve statistics or specific key performance indicators (KPIs).
PEC-REP/Current/RT/RTRFunctions	Functions that you can use to customize templates.
PEC-REP/Current/RT/RTRImportExport	Export dashboards, wallboards, and templates from one environment to another.
PEC-REP/Current/RT/RTRReports	Popular real-time reports that are often included in dashboards.
PEC-REP/Current/RT/RTRStatProperties	Properties of statistics that you can use in your templates and reports.
PEC-REP/Current/RT/RTRTemplates	Create and use Genesys Pulse templates to simplify widget creation.
PEC-REP/Current/RT/RTRTemplatesA	Standard report templates are provided with Genesys Pulse.
PEC-REP/Current/RT/RTRTemplatesAGS	Definitions of available Agent statistics you can include in reports.
PEC-REP/Current/RT/RTRTemplatesCA	Definitions of available Campaign statistics you can include in reports.
PEC-REP/Current/RT/RTRTemplatesESAA	Definitions of available eServices statistics you can include in reports.
PEC-REP/Current/RT/RTRTemplatesQKPI	Definitions of available Queue statistics you can include in reports.
PEC-REP/Current/RT/RTRUserAccess	Use Genesys Pulse dashboards and wallboards to display real-time reports.
PEC-REP/Current/RT/RTRWidgetErrors	Error-handling in Genesys Pulse. In most cases users have to contact Genesys Pulse Administrators to resolve these errors.
PEC-REP/Current/RT/RTRWidgetExternal	You can use an IFRAME widget to show content from an external URL on your Genesys Pulse dashboard.
PEC-REP/Current/RT/RTRWidgetManagement	Widget Management allows allows administrators and supervisors to perform basic operations with widgets (editing, removing, activating, deactivating).
PEC-REP/Current/RT/RTRWidgets	You can add a new report widget to your Genesys Pulse dashboard or wallboard.
PEC-REP/Current/RT/RTRWidgetTypes	Types of widgets that you can add to your Genesys Pulse dashboard or wallboard.
PEC-REP/Current/RT/UserPreferences	Use Genesys Pulse User Preferences menu to set Languages and Time Zones.
PEC-REP/Deprecation-Genesys Interactive Insights
PEC-REP/HIW	Discover what kinds of reports are available, and how to access them.
PEC-REP/Library/GCXIPRGLibrary	Library source for the GCXI Projects Reference Guide
PEC-REP/Library/GCXIPRGLibrary/Agent
PEC-REP/Library/GCXIPRGLibrary/AgentAttributes
PEC-REP/Library/GCXIPRGLibrary/AgentMetrics
PEC-REP/Library/GCXIPRGLibrary/BillingData
PEC-REP/Library/GCXIPRGLibrary/BillingDataAttributes
PEC-REP/Library/GCXIPRGLibrary/BillingDataMetrics
PEC-REP/Library/GCXIPRGLibrary/Business Attribute
PEC-REP/Library/GCXIPRGLibrary/Business AttributeAttributes
PEC-REP/Library/GCXIPRGLibrary/Business AttributeMetrics
PEC-REP/Library/GCXIPRGLibrary/Callback
PEC-REP/Library/GCXIPRGLibrary/CallbackAttributes
PEC-REP/Library/GCXIPRGLibrary/CallbackMetrics
PEC-REP/Library/GCXIPRGLibrary/Chat
PEC-REP/Library/GCXIPRGLibrary/Chat Bot
PEC-REP/Library/GCXIPRGLibrary/Chat BotAttributes
PEC-REP/Library/GCXIPRGLibrary/Chat BotMetrics
PEC-REP/Library/GCXIPRGLibrary/ChatAttributes
PEC-REP/Library/GCXIPRGLibrary/ChatMetrics
PEC-REP/Library/GCXIPRGLibrary/Co-browse
PEC-REP/Library/GCXIPRGLibrary/Co-browseAttributes
PEC-REP/Library/GCXIPRGLibrary/Co-browseMetrics
PEC-REP/Library/GCXIPRGLibrary/Designer
PEC-REP/Library/GCXIPRGLibrary/DesignerAttributes
PEC-REP/Library/GCXIPRGLibrary/DesignerMetrics
PEC-REP/Library/GCXIPRGLibrary/DesignerMetrics
PEC-REP/Library/GCXIPRGLibrary/Detail
PEC-REP/Library/GCXIPRGLibrary/DetailAttributes
PEC-REP/Library/GCXIPRGLibrary/DetailMetrics
PEC-REP/Library/GCXIPRGLibrary/HRCXIInstructionsForWriters	This library provides the underlying information for the GCXI PRG
PEC-REP/Library/GCXIPRGLibrary/HRCXIJobAids	This job aid deals with the main project -- GCXI
PEC-REP/Library/GCXIPRGLibrary/HRCXIJobAids iWD	This job aid focuses on the iwd project
PEC-REP/Library/GCXIPRGLibrary/HRCXIJobAids Prepub
PEC-REP/Library/GCXIPRGLibrary/IWD
PEC-REP/Library/GCXIPRGLibrary/IWDAttributes	Attributes you can use to build reports based on data from Intelligent Workload Distribution (IWD).
PEC-REP/Library/GCXIPRGLibrary/IWDMetrics	Metrics you can use to build reports based on data from Intelligent Workload Distribution (IWD).
PEC-REP/Library/GCXIPRGLibrary/Outbound Contact
PEC-REP/Library/GCXIPRGLibrary/Outbound ContactAttributes
PEC-REP/Library/GCXIPRGLibrary/Outbound ContactMetrics
PEC-REP/Library/GCXIPRGLibrary/Predictive Routing
PEC-REP/Library/GCXIPRGLibrary/Predictive RoutingAttributes
PEC-REP/Library/GCXIPRGLibrary/Project GenesysCXInsights
PEC-REP/Library/GCXIPRGLibrary/Project GenesysCXInsightsforIWD	Build reports based on intelligent Workload Distribution (IWD) data.
PEC-REP/Library/GCXIPRGLibrary/Queue
PEC-REP/Library/GCXIPRGLibrary/QueueAttributes
PEC-REP/Library/GCXIPRGLibrary/QueueMetrics
PEC-REP/Library/GCXIPRGLibrary/Service Objects
PEC-REP/Library/GCXIPRGLibrary/Service ObjectsAttributes
PEC-REP/Library/GCXIPRGLibrary/Service ObjectsMetrics
PEC-REP/Library/GCXIPRGLibrary/Time
PEC-REP/Library/GCXIPRGLibrary/TimeAttributes
PEC-REP/Library/GCXIPRGLibrary/User Data Call Survey
PEC-REP/Library/GCXIPRGLibrary/User Data Call SurveyAttributes
PEC-REP/Library/GCXIPRGLibrary/User Data Example
PEC-REP/Library/GCXIPRGLibrary/User Data ExampleAttributes
PEC-REP/Library/PDMLibraryGIM	This reference guide acquaints you with the historical reporting data that is collected in the Genesys historical database, known as the Info Mart database.
PEC-REP/Library/PDMLibraryGIM/AboutDataExport	The Genesys Info Mart Data Export capability enables you to download a copy of your contact center data from the Genesys historical reporting database, for purposes such as archiving or further custom reporting.
PEC-REP/Library/PDMLibraryGIM/AboutThisPDM	Some things you need to know to understand and use this document.
PEC-REP/Library/PDMLibraryGIM/GIM850NewPDM	TBD
PEC-REP/Library/PDMLibraryGIM/GIMDateTime	TBD
PEC-REP/Library/PDMLibraryGIM/GIMNewPDM	Learn what database-related changes were introduced in Genesys Info Mart releases.
PEC-REP/Library/PDMLibraryGIM/GIMOverview	Learn about the structure of the Info Mart database and the Info Mart database schema.
PEC-REP/Library/PDMLibraryGIM/GIMPopAgent	TBD
PEC-REP/Library/PDMLibraryGIM/GIMPopCAF	TBD
PEC-REP/Library/PDMLibraryGIM/GIMPopData	Learn general information about how Genesys Info Mart populates the data in the Info Mart database. You need this information in order to create meaningful queries for business purposes, as well as to interpret query results correctly.
PEC-REP/Library/PDMLibraryGIM/GIMPopIRF	Genesys Info Mart stores interaction resource facts in the INTERACTION_RESOURCE_FACT (IRF) table, one of the core tables that is supplied in Genesys Info Mart. This table facilitates the creation of reports and serves as one of the primary tables from which aggregation tables are populated. This page describes how IRFs are populated.
PEC-REP/Library/PDMLibraryGIM/GIMPopIxn	Genesys Info Mart stores both voice and non-voice interaction facts in the INTERACTION_FACT (IF) table. This page describes how IFs are populated.
PEC-REP/Library/PDMLibraryGIM/GIMPopMSF	Genesys Info Mart stores mediation segment facts in the MEDIATION_SEGMENT_FACT (MSF) table. This page describes how Genesys Info Mart arrives at the data that goes into MSF records.
PEC-REP/Library/PDMLibraryGIM/GIMTechDescComb	TBD
PEC-REP/Library/PDMLibraryGIM/GIMTechDescr	Learn what technical descriptors are and what they mean.
PEC-REP/Library/PDMLibraryGIM/InfoMartDBSchema	The Genesys Info Mart database schema contains the dimensions and facts that the extract, transform, and load (ETL) processing loads. The schema also includes five categories of internal tables that ETL jobs use for data processing.
PEC-REP/Library/PDMLibraryGIM/InfoMartGIDBTables	Learn about the Info Mart GIDB_* tables that are included in your Data Export.
PEC-REP/Library/PDMLibraryGIM/InfoMartIndexes	Summary list of indexes in the Info Mart database schema.
PEC-REP/Library/PDMLibraryGIM/InfoMartPartitioning	TBD
PEC-REP/Library/PDMLibraryGIM/InfoMartReferences	Summary list of references in the Info Mart database.
PEC-REP/Library/PDMLibraryGIM/InfoMartSchemaChanges	See a summary of Info Mart schema changes, with information viewable by type of change or by table, column, or release number in which the change occurred.
PEC-REP/Library/PDMLibraryGIM/InfoMartTables	Learn about the Info Mart database tables that are important for reporting purposes.
PEC-REP/Library/PDMLibraryGIM/InfoMartViews	Learn about the Info Mart database views that are important for reporting purposes.
PEC-REP/Library/PDMLibraryGIM/Table-AGENT LOCATION	Records geographical locations of agents for both voice and multimedia login sessions.
PEC-REP/Library/PDMLibraryGIM/Table-ANCHOR FLAGS	Enables identification of the beginning of the handling of an interaction or interaction thread from the perspective of the handling resource, such as an agent's first participation in an interaction.
PEC-REP/Library/PDMLibraryGIM/Table-ATTEMPT DISPOSITION	Indicates what event caused termination of a contact attempt.
PEC-REP/Library/PDMLibraryGIM/Table-BGS BOT DIM	Allows BGS session facts to be described based on the function of the bot.
PEC-REP/Library/PDMLibraryGIM/Table-BGS BOT NAME DIM	Allows BGS session facts to be described based on the name of the bot.
PEC-REP/Library/PDMLibraryGIM/Table-BGS SESSION DIM	Allows BGS session facts to be described based on characteristics of the session.
PEC-REP/Library/PDMLibraryGIM/Table-BGS SESSION FACT	Represents bot activity in a chat session.
PEC-REP/Library/PDMLibraryGIM/Table-BOT ATTRIBUTES	Allows SDR bot session facts to be described based on the attributes of the bot.
PEC-REP/Library/PDMLibraryGIM/Table-BOT INTENT	Allows SDR bot session facts to be described based on the attributes of the intent detected by the bot.
PEC-REP/Library/PDMLibraryGIM/Table-CALL RESULT	Enables facts to be described based on attributes of an outbound campaign call result.
PEC-REP/Library/PDMLibraryGIM/Table-CALL TYPE	TBD
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIAL RESULTS	Allows callback facts to be described based on the results of the dialing attempts.
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIM 1	Allows callback facts to be described based on characteristics of the callback offer and attempts.
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIM 2	Allows callback facts to be described based on attributes of the callback attempt.
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIM 3	Allows callback facts to be described based on attributes that characterize the state of the callback.
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK DIM 4	Allows callback facts to be described based on attributes that characterize the callback dialing attempt.
PEC-REP/Library/PDMLibraryGIM/Table-CALLBACK FACT	Represents a callback-related event.
PEC-REP/Library/PDMLibraryGIM/Table-CALLING LIST METRIC FACT	Represents a snapshot of outbound campaign calling list metrics.
PEC-REP/Library/PDMLibraryGIM/Table-CAMPAIGN GROUP SESSION FACT	Represents the loading and unloading of an outbound campaign group session.
PEC-REP/Library/PDMLibraryGIM/Table-CAMPAIGN GROUP STATE	Allows facts to be described based on attributes of an outbound campaign group status.
PEC-REP/Library/PDMLibraryGIM/Table-CAMPAIGN GROUP STATE FACT	Represents the states of a campaign group session.
PEC-REP/Library/PDMLibraryGIM/Table-CDR DIM1	Reserved for future use.
PEC-REP/Library/PDMLibraryGIM/Table-CDR FACT	Reserved for future use.
PEC-REP/Library/PDMLibraryGIM/Table-CHAT SESSION DIM	Allows chat session facts to be described based on characteristics of the session.
PEC-REP/Library/PDMLibraryGIM/Table-CHAT SESSION FACT	Represents chat session activity in a multimedia interaction.
PEC-REP/Library/PDMLibraryGIM/Table-CHAT THREAD FACT	Represents chat session activity in a given thread.
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE END REASON	Allows Co-browse facts to be described based on reasons for Co-browse sessions to finish.
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE FACT	Allows to describe a web page visit shared by an agent and a customer during a Co-browse session.
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE MODE	Allows Co-browse facts to be described based on the modes that are used in a Co-browse session.
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE PAGE	Allows Co-browse session facts to be described based on characteristics of the web pages that are shared during Co-browse sessions.
PEC-REP/Library/PDMLibraryGIM/Table-COBROWSE USER AGENT	Allows Co-browse facts to be described based on characteristics of the customer's system that is used to view web pages in a Co-browse session.
PEC-REP/Library/PDMLibraryGIM/Table-CONTACT ATTEMPT FACT	Represents a processing attempt for an outbound campaign contact.
PEC-REP/Library/PDMLibraryGIM/Table-CONTACT INFO TYPE	Allows facts to be described based on attributes of an outbound campaign contact information type.
PEC-REP/Library/PDMLibraryGIM/Table-CTL ETL HISTORY	This table provides information about the execution of each Genesys Info Mart job.
PEC-REP/Library/PDMLibraryGIM/Table-DATE TIME	Allows facts to be described by attributes of a calendar date and 15-minute interval.
PEC-REP/Library/PDMLibraryGIM/Table-DIALING MODE	Allows facts to be described based on attributes of an outbound campaign dialing mode.
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC CALLING LIST	Stores information about the configuration of Calling List objects.
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC CAMPAIGN	Stores information about the configuration of Campaign objects.
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC FOLDER	Stores information about the configuration of Folder objects.
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC GROUP	Stores information about agent group, place group, and DN group configuration objects.
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC LOGIN	Contains information about configuration of Agent Login objects.
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC PLACE	Contains information about configuration of Place objects.
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC SKILL	Contains information about configuration of Skill objects.
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GC TENANT	Stores information about Tenant configuration objects.
PEC-REP/Library/PDMLibraryGIM/Table-GIDB GCX LOGIN INFO	Stores information about the associations of agent to agent logins, including terminated associations.
PEC-REP/Library/PDMLibraryGIM/Table-GPM DIM1	Allows Predictive Routing facts to be described based on miscellaneous characteristics of the predictor and routing attempt.
PEC-REP/Library/PDMLibraryGIM/Table-GPM FACT	Represents Predictive Routing events.
PEC-REP/Library/PDMLibraryGIM/Table-GPM MODEL	Allows Predictive Routing facts to be described based on characteristics of the model used to match interactions with routing targets.
PEC-REP/Library/PDMLibraryGIM/Table-GPM PREDICTOR	Allows Predictive Routing facts to be described based on characteristics of the predictor used for scoring.
PEC-REP/Library/PDMLibraryGIM/Table-GPM RESULT	Allows Predictive Routing facts to be described based on characteristics of the Predictive Routing result.
PEC-REP/Library/PDMLibraryGIM/Table-GROUP ANNEX	Stores additional configuration data to support Genesys Interactive Insights capability to control visibility of certain data and reports.
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION DESCRIPTOR	Allows interaction facts to be described by deployment-specific business attributes that characterize the interaction, such as service type and customer segment.
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION FACT	Represents interactions from the perspective of a customer experience.
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION RESOURCE FACT	Represents a summary of each attempt to handle an interaction. It encompasses the mediation process that is required to offer the interaction to a target handling resource, as well as the activities of that target handling resource.
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION RESOURCE STATE	Allows facts to be described by the states of contact center resources, as resources are offered and handle interactions.
PEC-REP/Library/PDMLibraryGIM/Table-INTERACTION TYPE	Allows facts to be described based on interaction type, such as Inbound, Outbound or Internal.
PEC-REP/Library/PDMLibraryGIM/Table-IRF USER DATA CUST 1	Is provided as a sample of a table to store high-cardinality data that comes as deployment-specific, user-defined business attributes that characterize the interaction. By default, this table is not included in the schema.
PEC-REP/Library/PDMLibraryGIM/Table-IRF USER DATA GEN 1	Allows interaction resource facts and, if so configured, mediation segment facts to be described by Genesys-defined (predefined) string attributes that may come attached with interactions.
PEC-REP/Library/PDMLibraryGIM/Table-IRF USER DATA KEYS	Allows specification of up to 800 deployment-specific, user-defined string attributes that may come attached with interactions. Use this table to define low-cardinality dimensions if you require storing low-cardinality KVP data for reporting purposes.
PEC-REP/Library/PDMLibraryGIM/Table-IXN RESOURCE STATE FACT	Provides detailed interaction-handling state information in the context of an interaction resource fact. It facilitates interval-based reporting for interaction-related resource states.
PEC-REP/Library/PDMLibraryGIM/Table-LDR CAMPAIGN	Allows CX Contact record facts to be described based on characteristics of the outbound campaign.
PEC-REP/Library/PDMLibraryGIM/Table-LDR DEVICE	Allows CX Contact record facts to be described based on device characteristics of the contact list records.
PEC-REP/Library/PDMLibraryGIM/Table-LDR FACT	Describes contact list records that CX Contact reported as unattempted.
PEC-REP/Library/PDMLibraryGIM/Table-LDR GROUP	Allows CX Contact record facts to be described based on the name of the agent group or place group associated with the outbound campaign.
PEC-REP/Library/PDMLibraryGIM/Table-LDR LIST	Allows CX Contact record facts to be described based on characteristics of contact lists.
PEC-REP/Library/PDMLibraryGIM/Table-LDR POSTAL CODE	Allows CX Contact record facts to be described based on postal code values of contact list records.
PEC-REP/Library/PDMLibraryGIM/Table-LDR RECORD	Allows CX Contact record facts to be described based on contact information type, record type, record status, and disposition.
PEC-REP/Library/PDMLibraryGIM/Table-MEDIA ORIGIN	Allows chat session thread facts to be described based on where the session originated.
PEC-REP/Library/PDMLibraryGIM/Table-MEDIA TYPE	Allows facts to be described based on media type, such as Voice.
PEC-REP/Library/PDMLibraryGIM/Table-MEDIATION SEGMENT FACT	Describes interaction activity with respect to ACD queues, virtual queues, interaction queues, and interaction workbins.
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 1	Allows interaction resource facts to be described based on the scores assigned by customers.
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 2	Allows interaction resource facts to be described based on post-call survey responses provided by customers.
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 3	Allows interaction resource facts to be described based on responses provided by customers during post-call survey.
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 4	Allows interaction resource facts to be described based on post-call survey responses provided by customers.
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 5	Allows interaction resource facts to be described based on post-call survey responses provided by customers.
PEC-REP/Library/PDMLibraryGIM/Table-POST CALL SURVEY DIM 6	Allows interaction resource facts to be described based on the post-call survey completion and customer recommendation score.
PEC-REP/Library/PDMLibraryGIM/Table-RECORD FIELD GROUP 1	Allows contact attempt facts to be described by deployment-specific outbound campaign calling list field values.
PEC-REP/Library/PDMLibraryGIM/Table-RECORD FIELD GROUP 2	Allows contact attempt facts to be described by deployment-specific outbound campaign calling list field values.
PEC-REP/Library/PDMLibraryGIM/Table-RECORD STATUS	Allows facts to be described based on attributes of an outbound campaign record status.
PEC-REP/Library/PDMLibraryGIM/Table-RECORD TYPE	Allows facts to be described based on attributes of an outbound campaign record type.
PEC-REP/Library/PDMLibraryGIM/Table-REQUESTED SKILL	Allows facts to be described based on a combination of requested skills and minimum skill proficiencies.
PEC-REP/Library/PDMLibraryGIM/Table-REQUESTED SKILL COMBINATION	Allows facts to be described by a single string field that represents the full combination of requested skills and proficiencies.
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE	Allows facts to be described based on the attributes of contact center resources.
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE ANNEX	Stores additional configuration data for configuration objects of type Person.
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE GROUP COMBINATION	Allows facts to be described based on the membership of resources in a combination of resource groups.
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE STATE	Allows facts to be described by the states of the contact center resources.
PEC-REP/Library/PDMLibraryGIM/Table-RESOURCE STATE REASON	Allows facts to be described by the state reason of the associated agent resource.
PEC-REP/Library/PDMLibraryGIM/Table-ROUTING TARGET	Allows facts to be described by routing targets that are selected by the router.
PEC-REP/Library/PDMLibraryGIM/Table-SDR ACTIVITIES FACT	Records activities that the user encountered while the call was being processed by the Application.
PEC-REP/Library/PDMLibraryGIM/Table-SDR ACTIVITY	Allows SDR facts to be described based on the activities in the application session.
PEC-REP/Library/PDMLibraryGIM/Table-SDR APPLICATION	Allows SDR facts to be described based on the attributes of the Designer application.
PEC-REP/Library/PDMLibraryGIM/Table-SDR BOTS FACT	Represents bot activity during interaction flows orchestrated by Genesys Designer applications.
PEC-REP/Library/PDMLibraryGIM/Table-SDR CALL DISPOSITION	Allows SDR facts to be described based on the disposition of the interaction.
PEC-REP/Library/PDMLibraryGIM/Table-SDR CALL TYPE	Allows SDR facts to be described based on the call type.
PEC-REP/Library/PDMLibraryGIM/Table-SDR CUST ATRIBUTES	Allows SDR facts to be described based on attributes attached to SDR for reporting purposes.
PEC-REP/Library/PDMLibraryGIM/Table-SDR CUST ATRIBUTES FACT	Records attribute values that applications attach to SDR for reporting purposes.
PEC-REP/Library/PDMLibraryGIM/Table-SDR ENTRY POINT	Allows SDR facts to be described based on the DNIS.
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXIT POINT	Allows SDR facts to be described based on the exit point of the self-service application.
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT HTTP REST	Allows SDR facts to be described based on the URLs invoked for external HTTP requests.
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT REQUEST	Allows SDR facts to be described based on attributes of external service requests.
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT REQUEST FACT	Represents a particular invocation of an external service.
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT REQUEST OUTCOME	Allows SDR facts to be described based on the outcome of external service requests.
PEC-REP/Library/PDMLibraryGIM/Table-SDR EXT SERVICE OUTCOME	Allows SDR facts to be described based on the outcome of custom services.
PEC-REP/Library/PDMLibraryGIM/Table-SDR GEO LOCATION	Allows SDR facts to be described based on the geographical location of the data center.
PEC-REP/Library/PDMLibraryGIM/Table-SDR INPUT	Allows SDR facts to be described based on the input block.
PEC-REP/Library/PDMLibraryGIM/Table-SDR INPUT OUTCOME	Allows SDR facts to be described based on the outcome of the caller's voice or DTMF input.
PEC-REP/Library/PDMLibraryGIM/Table-SDR LANGUAGE	Allows SDR facts to be described based on the language in which the call was conducted.
PEC-REP/Library/PDMLibraryGIM/Table-SDR MESSAGE	Allows SDR facts to be described based on the prompt messages that were used.
PEC-REP/Library/PDMLibraryGIM/Table-SDR MILESTONE	Allows SDR facts to be described based on the milestones that the user reached.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SESSION FACT	Represents caller activity in an SDR application.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY ANSWERS	Enables SDR facts to be described based on answers to questions in the post-call survey.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY FACT	Represents post-call survey activity in an SDR application.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY I1	Allows SDR facts to be described based on responses to survey questions IQ1-IQ5.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY I2	Allows SDR facts to be described based on responses to survey questions IQ6-IQ10.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS	Enables SDR facts to be described based on questions in the post-call survey.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS I1	Allows SDR facts to be described based on custom survey questions IQ1-IQ5.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS I2	Allows SDR facts to be described based on custom survey questions IQ6-IQ10.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS S1	Allows SDR facts to be described based on custom survey questions SQ1-SQ5.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY QUESTIONS S2	Allows SDR facts to be described based on custom survey questions SQ6-SQ10.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY S1	Allows SDR facts to be described based on responses to survey questions SQ1-SQ5.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY S2	Allows SDR facts to be described based on responses to survey questions SQ6-SQ10.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY SCORES	Allows SDR facts to be described based on the satisfaction level expressed by survey respondents.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY STATUS	Allows SDR facts to be described based on survey status.
PEC-REP/Library/PDMLibraryGIM/Table-SDR SURVEY TRANSCRIPT FACT	Captures transcriptions of voice messages left during survey.
PEC-REP/Library/PDMLibraryGIM/Table-SDR USER INPUT	Allows SDR facts to be described based on the type of user input — voice or DTMF.
PEC-REP/Library/PDMLibraryGIM/Table-SDR USER INPUTS FACT	Represents user input activity in an SDR session.
PEC-REP/Library/PDMLibraryGIM/Table-SDR USER MILESTONE FACT	Identifies the milestones that the user encountered.
PEC-REP/Library/PDMLibraryGIM/Table-SM MEDIA NEUTRAL STATE FACT	Represents agent resource states, summarized across all media.
PEC-REP/Library/PDMLibraryGIM/Table-SM RES SESSION FACT	Represents agent resource media sessions from login to logout, summarized to the media type.
PEC-REP/Library/PDMLibraryGIM/Table-SM RES STATE FACT	Represents agent resource states, summarized to the media type.
PEC-REP/Library/PDMLibraryGIM/Table-SM RES STATE REASON FACT	Represents agent resource state reasons, summarized to the media type.
PEC-REP/Library/PDMLibraryGIM/Table-STRATEGY	Allows facts to be described by the associated routing strategy or IVR application.
PEC-REP/Library/PDMLibraryGIM/Table-TECHNICAL DESCRIPTOR	Allows facts to be described by the role of the associated contact center resource and the technical result of the association.
PEC-REP/Library/PDMLibraryGIM/Table-TIME ZONE	Allows facts to be described based on attributes of a time zone.
PEC-REP/Library/PDMLibraryGIM/Table-USER DATA CUST DIM 1	Is provided as a sample of a table to store deployment-specific, user-defined, low-cardinality dimensions based on data that come attached with interactions. By default, this table is not included in the schema.
PEC-REP/Library/PDMLibraryGIM/Table-USER DATA GEN DIM 1	Reserved for internal use.
PEC-REP/Library/PDMLibraryGIM/Table-USER DATA GEN DIM 2	Reserved for internal use.
PEC-REP/Library/PDMLibraryGIM/Table-WORKBIN	Allows facts to be described based on the type and owner of the workbin instance, such as an agent, a place, or a group thereof.
PEC-REP/Library/PDMLibraryGIM/TenantViews	In Genesys Multicloud CX private edition deployments, in addition to supporting read-only, tenant-specific views in the Info Mart database schema, Genesys Info Mart enables you to create separate Tenant User database schemas, so that each tenant user's data is exposed through a different database schema. Writer's note: Confirm this page is still relevant for PE customers. Otherwise, I was planning to suppress it.
PEC-REP/Library/PDMLibraryGIM/View-CALLING LIST	Allows facts to be described based on attributes of an outbound campaign calling list.
PEC-REP/Library/PDMLibraryGIM/View-CALLING LIST TO CAMP FACT	Describes the association of a calling list to an outbound campaign.
PEC-REP/Library/PDMLibraryGIM/View-CAMPAIGN	Allows facts to be described based on attributes of an outbound campaign.
PEC-REP/Library/PDMLibraryGIM/View-GROUP	Allows facts to be described based on the membership of resources in resource groups or membership of places in place groups.
PEC-REP/Library/PDMLibraryGIM/View-GROUP TO CAMPAIGN FACT	Describes the association of an agent or place group to an outbound campaign.
PEC-REP/Library/PDMLibraryGIM/View-PLACE	Allows facts to be described by the attributes of a place.
PEC-REP/Library/PDMLibraryGIM/View-PLACE GROUP FACT	Describes the membership of places in place groups.
PEC-REP/Library/PDMLibraryGIM/View-RESOURCE GROUP FACT	Describes the membership of resources in resource groups.
PEC-REP/Library/PDMLibraryGIM/View-RESOURCE SKILL FACT	Describes an agent's skills and proficiency levels.
PEC-REP/Library/PDMLibraryGIM/View-SKILL	Allows facts to be described by the attributes of a skill.
PEC-REP/Library/PDMLibraryGIM/View-TENANT	Allows facts to be described based on attributes of a tenant. The TENANT dimension is used in a multi-tenant deployment to filter facts and dimensions into tenant-specific views--allowing each tenant to see only their own data.
PEC-ROU/Current/FldCod	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-ROU/Current/FldCod/AgeObj	Learn about the agent object you can access using system variables in field codes.
PEC-ROU/Current/FldCod/ConObj	Learn about the contact object you can access using system variables in field codes.
PEC-ROU/Current/FldCod/DatTim	Learn about the date and time functions you can use in field codes.
PEC-ROU/Current/FldCod/DatTyp	Learn about the data types you can use in field codes.
PEC-ROU/Current/FldCod/IntObj	Learn about the interaction object you can access using system variables in field codes.
PEC-ROU/Current/FldCod/MatFun	Learn about the mathematical functions you can use in field codes.
PEC-ROU/Current/FldCod/MisFun	Learn about the miscellaneous functions you can use in field codes.
PEC-ROU/Current/FldCod/NamCon	Learn about named constants in field codes.
PEC-ROU/Current/FldCod/OpePre	Learn about operator precedence in field codes.
PEC-ROU/Current/FldCod/StrFun	Learn about the string functions you can use in field codes.
PEC-ROU/Current/FldCod/TypCon	Learn about the type conversions you can use in field codes.
PEC-ROU/Current/FldCod/welcome	Learn about the topics covered in the Field Codes Reference Guide.
PEC-ROU/Current/GTR	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-ROU/Current/GTR/GTRIntegrate	Learn to submit workitems to Genesys from a third-party application using the Genesys Task Routing API and the Service Client API.
PEC-ROU/Current/GTR/GTROverview	Learn how to set up Genesys Task Routing so you can submit and manage workitems from an external source like Salesforce.
PEC-ROU/Current/GTR/GTRSampleDesignerApp	Explore the sample Designer application for Genesys Task Routing and learn how to modify it to work with your solution.
PEC-ROU/HIW	Learn how routing ensures that each customer interaction received by your contact center is directed to the appropriate destination.
PEC-Super/trainsuper	Just getting started with Genesys Multicloud CX? Let's begin with what most supervisors do daily. Feel free to work through the First 10, try some of the Most popular tasks, or browse Learning by app to find specific tasks you want to learn.
PEC-VM/Users	You can access your voicemail account from the web or from local or remote telephones. Before you can access your voicemail, you must set up your user profile. Your mailbox comes with a generic standard greeting. If you want to use a personal greeting or an extended absence greeting, you must record it. Web access requires Chrome, Firefox, or Internet Explorer 9 or 10.
PEC-Voice/HIW	Inbound voice processes calls and distributes them to the right agents at the right time.
PEC-WFM/AllDeprecations
PEC-WFM/Current/Administrator	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-WFM/Current/Administrator/AboutCfg	Learn about how WFM's Configuration objects can be used to effectively plan, organize, and manage your contact center requirements.
PEC-WFM/Current/Administrator/AboutPol	Learn about WFM's Policy objects and how they can be used to effectively apply constraints to business practices to comply with legal and contractual requirements in various regions.
PEC-WFM/Current/Administrator/AdhrEndNts	Track and analyze agent adherence data in your contact center and use these metrics to create reports.
PEC-WFM/Current/Administrator/CCPerf	Track and analyze performance data in your contact center and use these metrics to create reports.
PEC-WFM/Current/Administrator/EmailNotif	Set up e-mail notifications in Web for Supervisors to alert agents and supervisors about schedule changes, and status changes in trade and time-off requests.
PEC-WFM/Current/Administrator/Forecasting	Use the Forecasting tools to predict contact-center workload and staffing requirements, based on historical data or user-defined templates.
PEC-WFM/Current/Administrator/GetStarted	Start planning the set up of your organization's workforce and learn how to enable user access to WFM's web interfaces.
PEC-WFM/Current/Administrator/MealsBreaks	Schedule meals and breaks in conjunction with Exceptions and understand how WFM Scheduler impacts these planned events.
PEC-WFM/Current/Administrator/Metrics	Find everything you need to know about Workforce Management (WFM) metrics.
PEC-WFM/Current/Administrator/MltiForecst	Increase forecasting efficiency by enabling agents in multiple sites with multiple skills to perform multiple tasks within a single timestep.
PEC-WFM/Current/Administrator/Monitoring	Monitor and analyze the workforce performance and adherence data in your environment to create reports and spot trends that might have developed over time.
PEC-WFM/Current/Administrator/OTFnct	Enable supervisors to plan and track overtime hours for a single agent or multiple agents by specifying time intervals and activities.
PEC-WFM/Current/Administrator/OvrlysPrmr	Overlays can be used to indicate abnormalities in historical data or anticipate ones in the future.
PEC-WFM/Current/Administrator/Primers	Learn more about Workforce Management by using these primers.
PEC-WFM/Current/Administrator/RecStats	Use these sample formats to get a start on setting up statistics for your e-mail, voice, chat, and iWD interactions.
PEC-WFM/Current/Administrator/SchedSumm	Track and analyze schedule summary data in your contact center and use these metrics to create reports.
PEC-WFM/Current/Administrator/Scheduling	Learn about all aspects of scheduling in order to plan and create optimal schedules for your workforce.
PEC-WFM/Current/Administrator/TaskSeqs	Use task sequences to specify the activities or tasks an agent will work on for defined periods of time.
PEC-WFM/Current/Administrator/TimeOff	Learn how to use Workforce Management's (WFM) time-off features and processes to meet the needs of your workforce and contact center service level goals.
PEC-WFM/Current/Administrator/TimeOffBid	Use time-off bidding periods to efficiently and fairly process your agents' vacation time-off requests.
PEC-WFM/Current/Administrator/UserSec	Use roles and privileges to fine-tune user access to specific functionality and views in WFM.
PEC-WFM/Current/Administrator/WaitList	Use WFM's automatic approval process to initiate wait-listing for efficient handling of various types of time-off requests.
PEC-WFM/Current/Administrator/WMCalendar	Use the Calendar to plan and manage meetings, time off, and exceptions before creating agents' schedules.
PEC-WFM/Current/Administrator/WrngErrMsgs	Find out what the error and warning messages mean that you might see when building schedules.
PEC-WFM/Current/Agent	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-WFM/Current/Agent/AddExcp	Add Exceptions or Payback Exceptions to your schedule.
PEC-WFM/Current/Agent/AvlPtrns	Use availability patterns to indicate your preferred shifts for a single week or multiple weeks.
PEC-WFM/Current/Agent/CfgO	View your personal information, shared transport arrangements, and schedule Exception totals.
PEC-WFM/Current/Agent/CmnStgs	Use common settings and controls to complete similar tasks in multiple views.
PEC-WFM/Current/Agent/CrtTrdPrp	Create and send shift trade proposals to other agents, by using one of three Trading views.
PEC-WFM/Current/Agent/ExcTtls	See the accumulated total hours for all of your Exception types.
PEC-WFM/Current/Agent/GtgSrtd	Become familiar with WFM Web for Agents and some of its basic features.
PEC-WFM/Current/Agent/HwAGWrks	Find out how your time-off requests are affected when autogranting is enabled.
PEC-WFM/Current/Agent/HwBdWrks	View information about how time-off bidding works and what happens when you recall a bid that falls within the bidding period.
PEC-WFM/Current/Agent/LgInOut	Learn about things to watch for when logging in and out of WFM.
PEC-WFM/Current/Agent/MltiStTrdg	Trade scheduled work days with agents at other sites.
PEC-WFM/Current/Agent/MngBdAsg	Manage your schedule bids by moving them between the Desired or Unwanted lists, or removing them altogether.
PEC-WFM/Current/Agent/MngPrfncs	Manage your preferred shifts, availability, and days off.
PEC-WFM/Current/Agent/MngPrpRsp	Review and manage your shift trade proposals and responses.
PEC-WFM/Current/Agent/MngTOR	View and manage your time-off requests.
PEC-WFM/Current/Agent/MSTrdsVw	Customize this view to display the proposals you want to see and easily find detailed information about trading agents, proposals, and schedules.
PEC-WFM/Current/Agent/MySchDtls	View and manage your schedule.
PEC-WFM/Current/Agent/OTBdg	View and bid on overtime shifts covering the hours you choose to work. See bid offer details, submit, and manage your bids.
PEC-WFM/Current/Agent/PrefO	Set preferences for your availability, shifts, and days off.
PEC-WFM/Current/Agent/SBO	View and bid on schedules in bidding scenarios and rank the priority of your bids.
PEC-WFM/Current/Agent/SchO	Views your schedule and other agents' schedules.
PEC-WFM/Current/Agent/ShrdTrsnp	Manage your participation in shared transport groups.
PEC-WFM/Current/Agent/TOBlncs	Track your balances for different time-off types.
PEC-WFM/Current/Agent/TOO	View your time-off request details and customize these views to suit your preferences.
PEC-WFM/Current/Agent/TrdgO	Read about the shift trading process and the requirements for a successful trade.
PEC-WFM/Current/Agent/VwBdPrds	View bidding periods in which you can request time off.
PEC-WFM/Current/Agent/VwOthSch	Filter, sort, and search for other agent's schedules.
PEC-WFM/Current/Agent/VwPrfDtls	Edit settings and filters to customize the display of your preference details.
PEC-WFM/Current/Agent/VwPrpMyTrds	View schedule trade details and manage your trade proposals.
PEC-WFM/Current/Agent/VwPrpTrdDtl	View your proposal and trade details, and other agent's details.
PEC-WFM/Current/Agent/VwSchdScn	View, sort, and filter schedule details in scenarios.
PEC-WFM/Current/Developers	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-WFM/Current/Developers/API Reference	Learn how to use the Workforce Management (WFM) Integration API to customize the way your web application integrates with Workforce Management.
PEC-WFM/Current/ETLRef	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-WFM/Current/ETLRef/AutoPurg	Learn how to safely and efficiently purge data in the WFM ETL database.
PEC-WFM/Current/ETLRef/DimTbls	Use these tables to define descriptive information for WFM objects in the WFM ETL database schema.
PEC-WFM/Current/ETLRef/FctTbls	Use these tables to define aggregated agent statistical data the WFM ETL database schema.
PEC-WFM/Current/ETLRef/Overview	Get a summary of the contents of the database tables in the WFM ETL Database schema.
PEC-WFM/Current/ETLRef/Preface	Find out who the intended audience is for this guide before using and preparing the ETL database schema.
PEC-WFM/Current/ETLRef/QueryEx	Use these examples to construct three different categories of database queries for the WFM ETL database schema.
PEC-WFM/Current/ETLRef/SrvCntrTbls	Find information about the Service and Control tables used in the Workforce Management (WFM) ETL Database schema.
PEC-WFM/Current/Supervisor	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-WFM/Current/Supervisor/About	Get recommendations for optimizing the WFM GUI display.
PEC-WFM/Current/Supervisor/ActSetsCrtDlt	Use Activity Sets to facilitate multi-skilled scheduling, and Activity Groups to facilitate contact center performance monitoring and reporting.
PEC-WFM/Current/Supervisor/AddCalItmsWz	Use this wizard to choose the activities and agents that will be associated with the calendar items you are adding. Calendar items are things like availability, days off, exceptions, shifts, time off, and working hours.
PEC-WFM/Current/Supervisor/AddEdtBrks	Define the rules for assigning breaks and meals to shifts within shift sequences.
PEC-WFM/Current/Supervisor/AddOhdWzd	Use the Add Overhead Wizard to to add planned or unplanned overhead to forecasts. WFM uses this data to forecast shrinkage in schedules.
PEC-WFM/Current/Supervisor/AdherenceMdl	Use the Adherence view to monitor real-time agent adherence to the schedule, display the data in either a table (Details view) or pie chart (Graphical view).
PEC-WFM/Current/Supervisor/AdhrDtlsVw	View and customize detailed agent adherence data in a table or graphical format.
PEC-WFM/Current/Supervisor/AdhrRprts	Choose from three different reports to view adherence details and statistics at the business unit, site, team, or agent level, or on a per-channel basis.
PEC-WFM/Current/Supervisor/AgtCntRtPtns	Where union or contractual requirements exist, assign contracts and/or rotating patterns to agents. Contracts are similar to employment contracts and Rotating Patterns consist of rotating work weeks, work days, work hours, and/or work activities.
PEC-WFM/Current/Supervisor/AgtTmOffs	Manage time-off rules and time-off types for an agent.
PEC-WFM/Current/Supervisor/ARSchdElmtsWz	Learn how to use this wizard to modify the data in scenarios.
PEC-WFM/Current/Supervisor/AsscAgts	Associate agents with the Rotating Patterns to assign consistent work weeks, days, hours, and/or activities.
PEC-WFM/Current/Supervisor/AuditRprts	Use the Audit reports to track the actions performed by supervisors while working in the Calendar and Master Schedule.
PEC-WFM/Current/Supervisor/AvlPttrns	Use Availability Patterns to define the default settings for the days and hours that contracts can be scheduled.
PEC-WFM/Current/Supervisor/CalendarMdl	Add and edit agents' exceptions, preferences, and time off using the Calendar view's settings dialogs, and wizards.
PEC-WFM/Current/Supervisor/CalTOLmts	Use the Time-Off Limits feature to control the number of agents allowed to take time off, thereby ensuring your service level objectives are not adversely affected.
PEC-WFM/Current/Supervisor/CfgActvs	This topic provides links to procedures for configuring activities.
PEC-WFM/Current/Supervisor/CfgAgts	View and configure agent properties, and assign Activities, Contracts, or Rotating Patterns to agents.
PEC-WFM/Current/Supervisor/CfgOrg	This page lists the objects you can configure in your organization.
PEC-WFM/Current/Supervisor/CfgRols	Create and assign user security roles to control general access privileges and permissions.
PEC-WFM/Current/Supervisor/CfgtnMdl	This topic list the views available in the Configuration module.
PEC-WFM/Current/Supervisor/CfgtnRprts	Use the Configuration reports to summarize the configuration settings for the Activities and Shared Transport objects.
PEC-WFM/Current/Supervisor/CfgTOBdg	Enable agents to bid for time off within a specified period.
PEC-WFM/Current/Supervisor/CfgUsrs	Configure user properties, security roles, privileges, and access rights. Users are supervisors and other persons who are not agents.
PEC-WFM/Current/Supervisor/CldrRprts	Use the various Calendar reports to display calendar items data, such as time off, days off, shifts, rotating patterns, availability, working hours, exceptions, and preferences.
PEC-WFM/Current/Supervisor/CmmtRBMltpWiz	Use the wizard to commit or roll back pending schedule changes for selected agents on selected dates.
PEC-WFM/Current/Supervisor/Cnstrnts	Define basic scheduling parameters for new or existing employment contracts.
PEC-WFM/Current/Supervisor/Cntrcts	Use the Contracts views to create and manage contracts.
PEC-WFM/Current/Supervisor/CntrSfts	Assign and manage shifts, agents, and profiles in contracts.
PEC-WFM/Current/Supervisor/Colors	Configure the color scheme that WFM uses in the Schedule views to display schedule items.
PEC-WFM/Current/Supervisor/DfltFrcstObj	Use Default forecasting objectives to configure default target service levels or staffing requirements for different types of activities.
PEC-WFM/Current/Supervisor/DltMltpWzd	Use the wizard in either Schedule Scenarios or the Master Schedule to delete items from multiple agents' schedules, simultaneously.
PEC-WFM/Current/Supervisor/DOffWEndRls	Configure day-off and weekend rules while creating and editing contracts.
PEC-WFM/Current/Supervisor/DtSlctrs	Use the date selectors to set the start date, month, and first work day for the data that displays in various views in the interface.
PEC-WFM/Current/Supervisor/EdtMltpWzd	Use this wizard to edit one or more agents' schedule items at once.
PEC-WFM/Current/Supervisor/ExcpTyps	Manage part day and full day Exception types, which define periods of time when agents are engaged in non-work activities, such as training or meetings.
PEC-WFM/Current/Supervisor/FltrDiag	Learn how to filter the items that appear in the Calendar Items view, show or hide columns in the table, and change the status of agent preferences in the Calendar.
PEC-WFM/Current/Supervisor/FltrgSTG	In the Configuration > Shared Transport view filter a list of agents or teams. agents and teams.
PEC-WFM/Current/Supervisor/FndAgtTbl	Use the Find Agents feature to quickly find agents in large tables.
PEC-WFM/Current/Supervisor/FndEvntsWzd	Use the wizard to search through historical data for periods of time that represent anomalies and use this information to build accurate forecast scenarios.
PEC-WFM/Current/Supervisor/ForecastMdl	Use the Forecast views to create and edit forecast scenarios and publish optimal scenarios to the Master Forecast.
PEC-WFM/Current/Supervisor/ForecastRprts	Use these reports to display the anticipated activity and staff requirements data in tabular or graph format.
PEC-WFM/Current/Supervisor/FrcstScn	Manage and publish forecast scenarios created by you and others (if shared).
PEC-WFM/Current/Supervisor/FrcstScnOhdsVw	In this view, edit predefined overhead data that WFM uses to forecast shrinkage while scheduling and manage overhead that is associated with Schedule State Groups.
PEC-WFM/Current/Supervisor/FrcstTmpl	Configure and manage forecast templates that you can use to create forecasts for sites or business units that have little or no historical data.
PEC-WFM/Current/Supervisor/FSFrcstScnVw	Use this view to open and manage forecast scenarios created by you and others (if shared).
PEC-WFM/Current/Supervisor/FSScnVlmsVw	Build or edit the selected forecast scenario's interaction volumes and average handle times.
PEC-WFM/Current/Supervisor/GetStrt	Get an overview of the task that supervisors can perform using WFM and learn about some preliminary task that you can do to get started.
PEC-WFM/Current/Supervisor/GrphVwOptns	This topic describes how to customize the display of the Scenario Graphs view, the Master Forecast Graphs view, or the Historical Data Graphs view.
PEC-WFM/Current/Supervisor/HstDataVws	This topic lists the views in Historical Data. Configure settings to define how interaction volumes within historical data is displayed in the grid. Configure the settings to display for historical data in a line graph.
PEC-WFM/Current/Supervisor/Import	Manually import historical data into WFM.
PEC-WFM/Current/Supervisor/IndvSchdRprt	Configure these reports to display data for each agent's schedule and each team's schedule, individually.
PEC-WFM/Current/Supervisor/InsrtMltpWzd	Use the wizard in either Schedule Scenarios or the Master Schedule to add items into multiple agents' schedules, simultaneously.
PEC-WFM/Current/Supervisor/LogIn	Type or copy the WFM Web URL into a browser and log in to start working in Web for Supervisors.
PEC-WFM/Current/Supervisor/MdfyIndAgntSchd	Insert and edit, and move schedule items for a particular agent.
PEC-WFM/Current/Supervisor/MIAEdtItmDlgBx	When modifying individual agent's schedules, use various WFM wizards and dialogs to edit schedule items.
PEC-WFM/Current/Supervisor/MIAInsShftWz	When modifying individual agent's schedules, use various WFM wizards and dialogs to insert schedule items.
PEC-WFM/Current/Supervisor/MrkdTm	Use Marked Time to identify periods of time that are not already accounted for that WFM should track and display in the schedule and reports.
PEC-WFM/Current/Supervisor/MSAAgtPn	Create and configure multi-site activities, which are regular activities within multiple sites in the same business unit, for tracking and reporting purposes.
PEC-WFM/Current/Supervisor/MSIDAccSchDtls	Make it easy for impaired users to select commands, and customize settings in the Master Schedule Intra-Day view dialogs.
PEC-WFM/Current/Supervisor/MSIDPrfmDtaTrgt	Choose a target for which to track the performance data that WFM displays in Intra-Day schedules.
PEC-WFM/Current/Supervisor/MstrFrcstVws	View statistics, staffing, and overhead data in the Master Forecast and customize the statistics display in graph or table format.
PEC-WFM/Current/Supervisor/MstrSchdVws
PEC-WFM/Current/Supervisor/MstSWzAgntExtdVw	Display and edit a single agent's schedule for a week or the schedule planning period.
PEC-WFM/Current/Supervisor/MstSWzChgsApprv	View and approve pending schedule changes made by others.
PEC-WFM/Current/Supervisor/MstSWzClnUpMSWdw	Only when necessary, safely remove data for a certain date range and/or agents' schedule data from the Master Schedule.
PEC-WFM/Current/Supervisor/MstSWzCvgVw	Compare the Master Schedule's staffing coverage with the forecast (calculated and required) staffing data.
PEC-WFM/Current/Supervisor/MstSWzIntrDyVw	Manage agents' schedule details for a specific day in the Master Schedule.
PEC-WFM/Current/Supervisor/MstSWzOvrTmRqmtVw	Enter and edit overtime requirements into the Master Schedule.
PEC-WFM/Current/Supervisor/MstSWzSchdSumVw	Configure the display of Master Schedule statistics in a summary view.
PEC-WFM/Current/Supervisor/MstSWzStGrpTtls	Display coverage statistics for each timestep in a selected day to assist in determining the cause of schedule overstaffing or understaffing.
PEC-WFM/Current/Supervisor/MstSWzWklyVw	Configure summary tables to display the total paid hours, working start/end times, or shift names for selected agents.
PEC-WFM/Current/Supervisor/Mtgs	Use the Meeting Planner to configure and manage meetings that you know about in advance, or for reoccurring meetings.
PEC-WFM/Current/Supervisor/MtgSchdrWiz	Use the Meeting Scheduler to create ad hoc meetings, add participants, and set the date and other details.
PEC-WFM/Current/Supervisor/Ntfctns	Create and manage notifications that alert users of schedule and time-off changes.
PEC-WFM/Current/Supervisor/NwFrcstWz	Set general parameters and select activities to create forecast scenarios that can be used as master forecasts.
PEC-WFM/Current/Supervisor/NwSchdScnWiz	Create and populate schedule scenarios, choosing the optimal scenario as a basis for the master schedule.
PEC-WFM/Current/Supervisor/OpnsFrMFGrphs	Learn about options to customize the display of the Master Forecast Graphs view and how to remove information from the Master Forecast for specific dates and activities.
PEC-WFM/Current/Supervisor/OrgBUs	Use these controls to create business units (BU) that consists of a set of sites that may be grouped together because the agents at the sites perform the same activity, or for ease of management.
PEC-WFM/Current/Supervisor/OrgSts	This page provides links to topics that explain how to create and manage sites.
PEC-WFM/Current/Supervisor/OrgTmZns	View a list of time zones in WFM and learn how to configure Daylight Saving Time.
PEC-WFM/Current/Supervisor/Overlays	Configure and manage forecast overlays that act as factors, helping you to track events that might affect interaction volumes.
PEC-WFM/Current/Supervisor/Overview	Learn about Workforce Management's security and accessibility features.
PEC-WFM/Current/Supervisor/OvrtmBdg	Learn how using Overtime Offers that enable agents to bid on the overtime hours they most prefer can help with meeting your overtime requirements.
PEC-WFM/Current/Supervisor/PblshExtrFrcsts	Use a wizard to transfer unpublished forecast scenarios to Master Forecasts, or to extract Master Forecast information to forecast scenarios.
PEC-WFM/Current/Supervisor/PblshgExtrSchd	Use a wizard to transfer unpublished (or previously-published) schedule scenarios to the Master Schedule, or to extract Master Schedule information to schedule scenarios.
PEC-WFM/Current/Supervisor/PerformanceMdl	Learn how to display performance statistics for business units, sites, and activities.
PEC-WFM/Current/Supervisor/PlcsRprt	Use the Policies Reports to summarize data about policy objects.
PEC-WFM/Current/Supervisor/PolcsMdl	Use Policy objects to configure the rules that govern the work schedules of contact-center agents. WFM considers these rules (defined as policies for each site) when making forecasts and setting up schedules.
PEC-WFM/Current/Supervisor/PrfmAlrtsVw	This topic describes how to configure visual alert notifications for unacceptable performance.
PEC-WFM/Current/Supervisor/PrfmIntrDyVw	View WFM performance statistics in both summarized and detailed displays in a grid.
PEC-WFM/Current/Supervisor/PrfmMntrVw	Use this view to monitor each performance statistic, displayed in a horizontal bar graph and based on the most recent timestep.
PEC-WFM/Current/Supervisor/PrfmncRprts	Use the Performance Reports to summarize site performance measures in tabular and/or graph formats.
PEC-WFM/Current/Supervisor/ReportingMdl	View and generate a variety of WFM reports.
PEC-WFM/Current/Supervisor/RolPrvlgsOvrw	Assign role privileges to users, enabling them to perform various actions or tasks in WFM modules and views.
PEC-WFM/Current/Supervisor/RPPrp	Configure properties and other settings in rotating weekly patterns. Rotating patterns consist of rotating work weeks, work days, work hours, and/or work activities.
PEC-WFM/Current/Supervisor/RprtsSchdlr	Use Report Scheduler to schedule reports and then, view and edit those schedules.
PEC-WFM/Current/Supervisor/RptsLst	Please let
PEC-WFM/Current/Supervisor/RqdStffgWiz	Define required staffing values in forecast scenario by using the wizard.
PEC-WFM/Current/Supervisor/RtgPtrns	Create and manage rotating weekly patterns. Rotating patterns consist of rotating work weeks, working days, working hours, and/or work activities.
PEC-WFM/Current/Supervisor/RvwBtchRqt	Find out how to view and what kind of information you'll find in the Review Batch Requests and Review Calendar Messages dialogs.
PEC-WFM/Current/Supervisor/RvwgMsgs
PEC-WFM/Current/Supervisor/SchdBdgtRprt	Configure these reports to display data related to agents daily pay and agent comments in the schedule.
PEC-WFM/Current/Supervisor/SchdBldWzd	Use the wizard to build schedules for selected sites, based on selected forecast scenarios that include all activities and agents defined for those sites.
PEC-WFM/Current/Supervisor/SchdFltrDlgBx
PEC-WFM/Current/Supervisor/SchdlScns	Learn about the different views within the Scenarios view and the type of data you'll find in each of them. Then, open and manage new and existing schedule scenarios.
PEC-WFM/Current/Supervisor/SchdlVldn	View and manage warning and error messages that were generated the last time the schedule was built, validated, or rebuilt.
PEC-WFM/Current/Supervisor/SchdRBWzdInrDy	Use the wizard to rebuild an Intra-Day schedule for multiple days (selected dates or a date range) for a site, team, or an agent.
PEC-WFM/Current/Supervisor/SchdTrdRprt	Configure these reports to display schedule trade and schedule bidding data.
PEC-WFM/Current/Supervisor/SchdVldnRprt	Configure these reports to display schedule validation warning messages and schedule summary data.
PEC-WFM/Current/Supervisor/SchedBdg	Learn how to create schedule bidding scenarios that contain no agent names, and distribute those schedules to agents, enabling them to rank and bid on their most desired and least desired schedules.
PEC-WFM/Current/Supervisor/SchedRBWiz	Use the wizard to change the agents, teams, and/or dates in built schedules.
PEC-WFM/Current/Supervisor/ScheduleMdl	Get an overview of WFM scheduling, including access security, scheduling tasks, using profiles, using schedule scenarios and master schedules, and dealing with schedule changes.
PEC-WFM/Current/Supervisor/SchMrkTmRprt	Configure these reports to display data related to Marked Time for enterprises, business units, sites, teams, or agents. WFM uses Marked Time to identify and track periods of time that are not already accounted for. For more information, see Marked Time.
PEC-WFM/Current/Supervisor/SchRprts	View and generate a variety of WFM Schedule reports.
PEC-WFM/Current/Supervisor/SchStGrps	Learn about Schedule State Groups, schedule states, and Genesys states.
PEC-WFM/Current/Supervisor/SchStsRprt	Configure these reports to display the Schedule states data from schedule scenarios or Master Schedules for teams or agents.
PEC-WFM/Current/Supervisor/ScnAgntExtdVw	View and edit a single agent's schedule for a week or for the schedule planning period.
PEC-WFM/Current/Supervisor/ScnCvrgVw	Compare a schedule's staffing coverage with the forecast (calculated and required) staffing data.
PEC-WFM/Current/Supervisor/ScnGrphsVw	Configure the settings to display selected forecast scenarios data in a line graph.
PEC-WFM/Current/Supervisor/ScnIntrDyVw	Manage schedule details for agents and profiles, for a selected scenario on a specific day.
PEC-WFM/Current/Supervisor/ScnPrflsBdgVw	Assign agents to schedules that you created by using profiles.
PEC-WFM/Current/Supervisor/ScnStffgVw	Edit calculated and required staffing in selected Forecast scenarios.
PEC-WFM/Current/Supervisor/ScnStGrpTls	Display the coverage statistics for every timestep in a selected day.
PEC-WFM/Current/Supervisor/ScnSummVw	Open the view to display a summary of statistics about the current schedule scenario.
PEC-WFM/Current/Supervisor/ScnWklyVw	Open the view to display a summary table of total paid hours, working start/end times, or shift names.
PEC-WFM/Current/Supervisor/Shfts	Create and manage shifts that define basic workday parameters.
PEC-WFM/Current/Supervisor/ShrdTrsp	Create and manage shared transport.
PEC-WFM/Current/Supervisor/SIEdtCmtsDBx
PEC-WFM/Current/Supervisor/SIOtpnsDBx	Configure the options for the type of data you want to display in Scenario > Intra-Day schedules.
PEC-WFM/Current/Supervisor/SIPblshSchWz	Use the wizards and dialogs in the Scenario Intra-Day view to publish/extract schedule data, set the performance target, edit comments and other options, and review messages.
PEC-WFM/Current/Supervisor/SIPrfmDtaTrgt	Choose a target to see the performance data in the Schedule Intra-Day views.
PEC-WFM/Current/Supervisor/SIRvMsgSvDBx
PEC-WFM/Current/Supervisor/SpvrWndw	Learn how to use the Web for Supervisors controls, icons, modules, and views to customize the GUI display.
PEC-WFM/Current/Supervisor/Statistics	Learn about the objects, types, and filters in statistics properties, and other optional settings that can be used when adding statistics to activities.
PEC-WFM/Current/Supervisor/SteStgs	Configure settings for sites that are associated with contracts.
PEC-WFM/Current/Supervisor/StffgBdgtInfo	This topic describes how to enter the paid hours and wage you want to use in the forecast.
PEC-WFM/Current/Supervisor/StffgBldWzd	Use the wizard to build forecast staffing data for a single-site or multi-site activity, based on set parameters.
PEC-WFM/Current/Supervisor/StffgBldWzdMulti	Build staffing data for multiple activities based on default forecasting objectives.
PEC-WFM/Current/Supervisor/StffgSpltWiz	When staffing forecasts, use the wizard to split a multi-site activity's staffing results between its associated activities.
PEC-WFM/Current/Supervisor/StsFltrDlgBx
PEC-WFM/Current/Supervisor/SwpAgntSchdWz	Use the wizard to swap agents' schedules, when necessary.
PEC-WFM/Current/Supervisor/Sychrnztn	Configure shift synchronization and learn how it impacts schedule planning periods, contracts, team, and days off.
PEC-WFM/Current/Supervisor/TmOffRls	Learn how to use time-off rules to control how agents' time-off hours are accrued and awarded, and define options for time-off requests.
PEC-WFM/Current/Supervisor/TmOffTyps	Configure and manage multiple time-off types.
PEC-WFM/Current/Supervisor/TOBdgPrds	Get an overview of how WFM automates time-off bidding requests and assignments, and learn how to configure time-off bidding periods.
PEC-WFM/Current/Supervisor/TradingMdl	Understand the criteria for the schedule trade proposals included in the list of Trades.
PEC-WFM/Current/Supervisor/TskSqnc	Use task sequences to enable agents to work only on a specified set of tasks, and use shift sequences to configure and manage shift items, such as meals and breaks.
PEC-WFM/Current/Supervisor/VlmBldWiz	Use the wizard to build volume data for one or more selected activities in forecast scenarios.
PEC-WFM/Current/Supervisor/VlmSpltWiz	Use the wizard to split volumes in forecast scenarios for multi-site activities.
PEC-WFM/Current/Supervisor/WhtIfWndw	Analyze how changes in statistics affect other factors by using what-If scenarios.
PEC-WFM/Current/Supervisor/WklySchdRprt	Configure these reports to display the weekly schedule data for agents, activity staffing, teams , and coverage.
PEC-WFM/Current/SupervisorHelp	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
PEC-WFM/Current/SupervisorHelp/CmnCntrls	Learn about the controls that are commonly used throughout the views in the WFM Supervisor application.
PEC-WFM/Current/SupervisorHelp/ForecastMdl	Find out what's in the Forecast menu and sub menus, and learn how to work with forecasts and historical data.
PEC-WFM/Current/SupervisorHelp/FrcstCmnTsks	Find out which common tasks can be completed in more than one Forecasting view.
PEC-WFM/Current/SupervisorHelp/FrcstScn	Learn how to perform all of the basic tasks to help you manage forecast scenarios.
PEC-WFM/Current/SupervisorHelp/FrcstScnShrkg	Learn about the types of data you'll find in the Shrinkage grid, how to navigate it, and customize it.
PEC-WFM/Current/SupervisorHelp/FrcstTmpl	Learn when and how to use different template types and understand the template data.
PEC-WFM/Current/SupervisorHelp/FrcstVlmsVw	Learn about the types of data you'll find in the Volumes grid, how to navigate it, and customize it.
PEC-WFM/Current/SupervisorHelp/GetStrt	Learn about the basic features in WFM before you begin making forecast predictions. .
PEC-WFM/Current/SupervisorHelp/LogIn	Learn how to log in and switch between the classic Supervisors UI and the latest Forecast UI, and what you can change in user settings.
PEC-WFM/Current/SupervisorHelp/MngOvrlys	Create and manage overlays and overlay events.
PEC-WFM/Current/SupervisorHelp/MngShrkg	Manage the shrinkage data for activities in forecast scenarios, in some cases by applying templates.
PEC-WFM/Current/SupervisorHelp/MngTmpls	Learn how use forecast templates to create forecasts for sites or business units that have little or no historical data.
PEC-WFM/Current/SupervisorHelp/MstrFrcstVws	Learn how to use the settings and understand and manage the data, and find events in the Master Forecast views.
PEC-WFM/Current/SupervisorHelp/Overlays	Learn how overlays impact forecast predictions, and understand overlay properties and data.
PEC-WFM/Current/SupervisorHelp/PerformanceMdl	Learn how to display performance statistics for business units, sites, and activities.
PEC-WFM/Current/SupervisorHelp/PrfmAlrtsVw	This topic describes how to configure visual alert notifications for unacceptable performance.
PEC-WFM/Current/SupervisorHelp/PrfmIntrDyVw	Use the Intra-Day view to display performance statistics (both summarized and detailed) in a grid.
PEC-WFM/Current/SupervisorHelp/PrfmMntrVw	Use the Monitor view to display performance statistics for the most recently completed timsetep.
PEC-WFM/Current/SupervisorHelp/RqdStffgWiz	Set the required staffing values and learn how to split multi-site activities staffing data between its associated activities.
PEC-WFM/Current/SupervisorHelp/ScnStffgVw	Learn about the types of data you'll find in the Staffing grid, how to navigate it, and customize it.
PEC-WFM/Current/SupervisorHelp/StffgBldMult	Build staffing data for multiple activities based on default forecasting objectives.
PEC-WFM/Current/SupervisorHelp/StffgBldWzd	Build staffing data, by defining the number of agents in forecast scenarios.
PEC-WFM/Current/SupervisorHelp/VlmBldWiz	Set parameters that will be used to build volumes data in forecast scenarios for one or multiple activities.
PEC-WFM/Current/SupervisorHelp/VlmSpltWiz	Set parameters in the forecast scenarios properties to adjust and split the volumes data.
PEC-WFM/Current/SupervisorHelp/WhtIfWndw	Analyze how changes in statistics affect other factors by using what-If scenarios.
PEC-WFM/Deprecation-Agent (Classic) UI
PEC-WFM/Deprecation-AI Forecasting
PEC-WFM/GFrcstg	Seamlessly create optimal forecasts, based on real-time or historical data on-premises and Cloud platforms.
PEC-WFM/HIW	Workforce Management (WFM) provides the tools that enable contact center managers to better manage their workforce, by creating accurate staffing plans that account for projected contact volumes and average handle times, and the various agent skills and skill levels. Managers achieve these goals, by using WFM's advanced forecasting, scheduling, and real-time adherence capabilities.
PEC-WFM/PECAIPwrd	Through integration, access this service hosted in the Genesys Cloud CX platform.
PEC-WFM/ProductAlerts	See the latest alerts and other important product information related to Workforce Management.
PEC-WFM/WcagWFM	Learn how Workforce Management Web for Agents aligns with the Web Content Accessibility Guidelines (WCAG) 2.0, Level AA.
PrivateEdition/Current/Operations	Learn how to use your own logging and monitoring tools to maintain optimal performance of Genesys Multicloud CX private edition services.
PrivateEdition/Current/Operations/Alerting	Learn about deploying service alerts.
PrivateEdition/Current/Operations/EnableMonitoringServicesGKE	Learn how to enable monitoring in GKE Platform for the cluster and your private edition services.
PrivateEdition/Current/Operations/EnableMonitoringServicesOCP	Learn how to enable monitoring in OpenShift Container Platform for the cluster and your private edition services.
PrivateEdition/Current/Operations/Grafana configuration	Learn about how to use Grafana to set up a monitoring solution for your services.
PrivateEdition/Current/Operations/Logging approaches	Learn about the structured, unstructured, and Sidecar logging methods that Genesys Multicloud CX private edition services use.
PrivateEdition/Current/Operations/Monitoring Approach	Learn about the types of metrics, and the monitoring approach for your Genesys Multicloud CX services that are used in private edition.
PrivateEdition/Current/Operations/MonitoringDashboardsAPI	Learn about Cloud Monitoring API used to create dashboards, update existing dashboards or delete dashboards.
PrivateEdition/Current/Operations/MonitoringServices	Learn how to set up monitoring for the cluster and your private edition services.
PrivateEdition/Current/Operations/RWXlogging	Learn about the legacy logging method of writing logs to an RWX storage such as NFS or NAS server.
PrivateEdition/Current/Operations/Sample Kibana queries	Sample Kibana queries to find logs
PrivateEdition/Current/Operations/Sample Log Explorer queries	Learn about the interface for analyzing logs data - the Logs Explorer, and take a look at some sample Logs Explorer queries to find logs.
PrivateEdition/Current/Operations/Sample Prometheus queries	Sample Prometheus queries to collect metrics.
PrivateEdition/Current/Operations/Sidecar logging	Learn about the Sidecar processing of the structured logging to Stdout/Stderr that is available as an option for private edition services.
PrivateEdition/Current/Operations/Structured logging	A secondary method of logging required for standard stdout/stderr structured logging.
PrivateEdition/Current/Operations/Summary of monitoring support	Find information about enabling monitoring for your respective services.
PrivateEdition/Current/Operations/SystemMetrics	Find useful metrics provided by Kubernetes and other system resources to monitor the status and performance of the cluster and nodes.
PrivateEdition/Current/PEGuide	This guide provides general information covering what you need to know about setting up Genesys Multicloud CX private edition in your environment.
PrivateEdition/Current/PEGuide/Architecture	Understand the architecture and components of Genesys Multicloud CX private edition; the supported third-party back-end services; and how they all work together in both single- and multi-region deployments.
PrivateEdition/Current/PEGuide/CISInstallation	Learn how to install the F5 Container Ingress Services (CIS) on an OpenShift/Kubernetes cluster, as part of SBC integration with the private edition deployment on OpenShift.
PrivateEdition/Current/PEGuide/ConfigLog	Provides an overview of logging architecture in Genesys Multicloud CX private edition, different types of logging mechanisms, and related configurations.
PrivateEdition/Current/PEGuide/ConfigMonitor	Provides an overview of monitoring architecture in Genesys Multicloud CX private edition, different metrics collected, and related configurations.
PrivateEdition/Current/PEGuide/ConfigNamespace	Recommendations in creating namespaces for Genesys Multicloud CX services deployment.
PrivateEdition/Current/PEGuide/ConfigNetwork	Describes the network settings required for Kubernetes clusters in Genesys Multicloud CX private edition. For more information about networking outside Kubernetes clusters, see Networking overview.
PrivateEdition/Current/PEGuide/ConfigSecurity	Learn how OpenShift uses security context constraints (SCCs) to control pod permissions and how you can use arbitrary user IDs (UIDs) to enhance security against permissions escalation in the OpenShift environment. For general information on private edition security, see the security overview.
PrivateEdition/Current/PEGuide/ConfigVXLAN	Learn how you can set up VXLAN tunnels, which is the first step in SBC integration with the Genesys Multicloud CX private edition deployment on OpenShift.
PrivateEdition/Current/PEGuide/ContDepOrder	Learn about the order you must follow to deploy Genesys Multicloud CX services.
PrivateEdition/Current/PEGuide/DepTour	Provides an overview of the overall deployment process.
PrivateEdition/Current/PEGuide/F5BIG-IPforOpenShiftOverview	Learn about F5 BIG-IP, which is the recommended solution to integrate SBCs with the Genesys Multicloud CX private edition deployments on OpenShift.
PrivateEdition/Current/PEGuide/F5SIP-ALGConfig	Learn how to configure F5 SIP-ALG as the final step in SBC integration with the private edition deployment on OpenShift.
PrivateEdition/Current/PEGuide/GEServices	List of private edition services and their microservices.
PrivateEdition/Current/PEGuide/HADR	High availability (HA) and disaster recovery (DR) are two important factors in establishing a resilient infrastructure. This article describes the two supported architecture types for HA and DR, as well as the HA and DR modes supported by the private edition services.
PrivateEdition/Current/PEGuide/HelmOverrides	Override values passed into the Helm chart through the Values.yaml file.
PrivateEdition/Current/PEGuide/HelmVersion	Learn the differences between Genesys Multicloud CX service version and a Helm Chart version.
PrivateEdition/Current/PEGuide/ManageServices	Genesys Multicloud CX containers are accessible through JFrog. You can also automate downloads to set up a Continuous Delivery (CD) pipeline.
PrivateEdition/Current/PEGuide/NetworkOverview	Learn about the network access types for voice and data traffic, and the network elements involved in their architecture. For Kubernetes cluster related network settings, see Network settings.
PrivateEdition/Current/PEGuide/OCR	Instructions to set up an OpenShift Container Registry in your environment.
PrivateEdition/Current/PEGuide/Overview	Learn about the Genesys Multicloud CX private edition offering and its key features.
PrivateEdition/Current/PEGuide/Ports	Provides information on the ports required for different services. Also provides the communication protocols supported between Genesys Multicloud CX services and between Genesys Multicloud CX services and other external systems in the cloud private edition infrastructure.
PrivateEdition/Current/PEGuide/Prerequisites	Prerequisite software and third-party dependencies required for the Genesys Multicloud CX private edition environment.
PrivateEdition/Current/PEGuide/PublicRepoLinks	This topic provides a list of links referenced in our public repository. They contain useful technical reference information that supplements the content in our private edition documents. There are also links to private edition-related announcements and a roadmap that indicates work items that are being currently worked on.
PrivateEdition/Current/PEGuide/Responsibilities	Learn about the division of responsibilities between Genesys and your organization in deploying Genesys Multicloud CX private edition.
PrivateEdition/Current/PEGuide/RollBack	Rolling back a Genesys Multicloud CX service to a previous release.
PrivateEdition/Current/PEGuide/SBCIntegration	This topic provides links to technical reference information on SBC integration, available in our public repositories. And also links to other OpenShift specific SBC integration content available in this guide.
PrivateEdition/Current/PEGuide/SecurityOverview	Learn about general security considerations involved in deploying Genesys Multicloud CX private edition.
PrivateEdition/Current/PEGuide/ServicePriorities	Learn about service priorities of Genesys Multicloud CX Services.
PrivateEdition/Current/PEGuide/SetCICDPipeline	Provides recommendations on setting up a Continuous Deployment (CD) pipeline in a your cloud private edition infrastructure for automated deployments.
PrivateEdition/Current/PEGuide/StorageReq	Provides information about different storage types required for Genesys Multicloud CX services.
PrivateEdition/Current/PEGuide/Uninstall	Information on how to uninstall your service.
PrivateEdition/Current/PEGuide/UpgOverview	Provides an overview of Genesys Multicloud CX services upgrade.
PrivateEdition/Current/PEGuide/UpgradProcess	Provides at a glance view of the processes involved in upgrading a Genesys Multicloud CX service.
PrivateEdition/Current/PEGuide/UpgradStrats	Talks about different Upgrade strategies supported by Genesys Multicloud CX services.
PrivateEdition/Current/PEGuide/VoiceConnectivity	Learn about the private edition services involved in handling SIP and RTP traffic, including their connections within and outside the private edition deployment.
PrivateEdition/Current/TenantPEGuide	Find links to all the topics in this guide.
PrivateEdition/Current/TenantPEGuide/Architecture	Learn about the Tenant Service architecture.
PrivateEdition/Current/TenantPEGuide/ArchitectureMain	Learn about the architeture for this service.No results architecture
PrivateEdition/Current/TenantPEGuide/Configure	Learn how to configure the Tenant Service.
PrivateEdition/Current/TenantPEGuide/Deploy	Learn how to deploy Tenant Service into a private edition environment.
PrivateEdition/Current/TenantPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
PrivateEdition/Current/TenantPEGuide/Observability
PrivateEdition/Current/TenantPEGuide/Overview	Learn about the Tenant Service and how it works in Genesys Multicloud CX private edition.
PrivateEdition/Current/TenantPEGuide/Planning	Find out what to do before deploying the Tenant Service.
PrivateEdition/Current/TenantPEGuide/Provision	Learn how to provision the Tenant Service.
PrivateEdition/Current/TenantPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall Tenant Service.
PrivateEdition/Current/TenantPEGuide/VoiceTenantServiceMetrics
QNA/Current/User	Learn how to write better FAQs
QNA/Current/User/writegoodFAQ	Shows how to write questions and answers that Knowledge Search Service can understand, so it can give your customers the answers they need.
ReleaseNotes/Current/GenesysEngage-cloud	These Release Notes provide information about recent releases of Genesys Multicloud CX services, starting with March 31, 2021. Click the Release Date next to a particular service name to see detailed information for that release. The release date indicates the earliest date when a service release might be available in your environments. Some updates might not apply to all environments. For information about releases prior to March 31, 2021 and for a list of known issues and limitations, see previous Genesys Multicloud CX Release Notes.
ReleaseNotes/Current/GenesysEngage-cloud/Agent Desktop
ReleaseNotes/Current/GenesysEngage-cloud/Agent Setup
ReleaseNotes/Current/GenesysEngage-cloud/AgentDesktopHelm
ReleaseNotes/Current/GenesysEngage-cloud/APIs
ReleaseNotes/Current/GenesysEngage-cloud/Authentication
ReleaseNotes/Current/GenesysEngage-cloud/AuthenticationHelm
ReleaseNotes/Current/GenesysEngage-cloud/Callback
ReleaseNotes/Current/GenesysEngage-cloud/CallbackHelm
ReleaseNotes/Current/GenesysEngage-cloud/CX Contact
ReleaseNotes/Current/GenesysEngage-cloud/CX ContactHelm
ReleaseNotes/Current/GenesysEngage-cloud/Designer
ReleaseNotes/Current/GenesysEngage-cloud/DesignerHelm
ReleaseNotes/Current/GenesysEngage-cloud/Digital Channels
ReleaseNotes/Current/GenesysEngage-cloud/Digital ChannelsHelm
ReleaseNotes/Current/GenesysEngage-cloud/Email
ReleaseNotes/Current/GenesysEngage-cloud/EmailHelm
ReleaseNotes/Current/GenesysEngage-cloud/EventStream
ReleaseNotes/Current/GenesysEngage-cloud/EventStreamHelm
ReleaseNotes/Current/GenesysEngage-cloud/GCXI
ReleaseNotes/Current/GenesysEngage-cloud/GCXIHelm
ReleaseNotes/Current/GenesysEngage-cloud/Genesys Portal
ReleaseNotes/Current/GenesysEngage-cloud/Genesys Pulse
ReleaseNotes/Current/GenesysEngage-cloud/Genesys PulseHelm
ReleaseNotes/Current/GenesysEngage-cloud/Genesys Widgets
ReleaseNotes/Current/GenesysEngage-cloud/GenesysSoftphone
ReleaseNotes/Current/GenesysEngage-cloud/GIM
ReleaseNotes/Current/GenesysEngage-cloud/GIMHelm
ReleaseNotes/Current/GenesysEngage-cloud/GVP
ReleaseNotes/Current/GenesysEngage-cloud/GVPHelm
ReleaseNotes/Current/GenesysEngage-cloud/GWS
ReleaseNotes/Current/GenesysEngage-cloud/GWSHelm
ReleaseNotes/Current/GenesysEngage-cloud/Hosted	These Release Notes provide information about recent releases of Genesys Multicloud CX services, starting with March 31, 2021. Click the Release Date next to a particular service name to see detailed information for that release. The release date indicates the earliest date when a service release might be available in your environments. Some updates might not apply to all environments.
ReleaseNotes/Current/GenesysEngage-cloud/Intelligent Workload Distribution
ReleaseNotes/Current/GenesysEngage-cloud/Intelligent Workload DistributionHelm
ReleaseNotes/Current/GenesysEngage-cloud/InteractionServer
ReleaseNotes/Current/GenesysEngage-cloud/InteractionServerHelm
ReleaseNotes/Current/GenesysEngage-cloud/PrivateEdition	These Release Notes provide information about recent releases of Genesys Multicloud CX services, starting with March 31, 2021. Click the Release Date next to a particular service name to see detailed information for that release. The release date indicates the earliest date when a service release might be available in your environments. Some updates might not apply to all environments.
ReleaseNotes/Current/GenesysEngage-cloud/Recording
ReleaseNotes/Current/GenesysEngage-cloud/RecordingBackup
ReleaseNotes/Current/GenesysEngage-cloud/ReportingAnalytics
ReleaseNotes/Current/GenesysEngage-cloud/ReportingAnalyticsHelm
ReleaseNotes/Current/GenesysEngage-cloud/ScreenRecording
ReleaseNotes/Current/GenesysEngage-cloud/Telemetry
ReleaseNotes/Current/GenesysEngage-cloud/TelemetryHelm
ReleaseNotes/Current/GenesysEngage-cloud/UCS
ReleaseNotes/Current/GenesysEngage-cloud/UCSHelm
ReleaseNotes/Current/GenesysEngage-cloud/VisualDiff	Because the structure for Genesys Multicloud CX helm charts and containers are consistent and standardized, you can use established third-party software to quickly generate a visual diff that provides a detailed report of changes made between each release. This appendix details how to use one such tool to generate a full report of changes; other similar tools are available if these results don't meet your specific requirements.
ReleaseNotes/Current/GenesysEngage-cloud/VoiceAgentStateService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceCallStateService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceConfigService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceDialPlanService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceFrontEndService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceMicroservices
ReleaseNotes/Current/GenesysEngage-cloud/VoiceMicroservicesHelm
ReleaseNotes/Current/GenesysEngage-cloud/VoiceOrchestrationService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceRegistrarService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceRQService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceSIPClusterService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceSIPProxyService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceTenantService
ReleaseNotes/Current/GenesysEngage-cloud/VoiceVoicemailService
ReleaseNotes/Current/GenesysEngage-cloud/WebRTC
ReleaseNotes/Current/GenesysEngage-cloud/WebRTCHelm
ReleaseNotes/Current/GenesysEngage-cloud/WorkforceManagement
RN/CreateRN	Use the form button below to create a new Base Unit RN manually. This is reserved for special cases where access to Multicloud Jira is not available.
ROU/9.0.0/Deployment
ROU/9.0.0/Deployment	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
ROU/9.0.0/Deployment/Deploy	Learn how to deploy Designer as a service in a Kubernetes cluster.
Solution/ChatSolutions	Genesys Cloud CX and Genesys Predictive Engagement offer advanced routing, auto-response, and AI capabilities that provide customized chat solutions to customers.
Solution/Create-a-chatbot	Create your first chatbot in Genesys Multicloud CX—or configure Genesys Multicloud CX to use a third-party bot
Solution/DialerSolutions	Summarizes the basic features of Interaction Dialer—the multichannel outbound capability of PureConnect—for business users and others who are just learning about PureConnect Outbound.
Solution/E911	Learn how to provision and configure the E911 solution (only on the AWS platform) for Genesys Multicloud CX customers (only in the US and Canada) for whom Genesys provides outbound PSTN services.
Solution/EngageAutoSolutions	Use AI-powered bots and Genesys Designer to listen to your customers, orchestrating their journeys across all messaging and voice channels. Agent Assist provides realtime transcripts and knowledge in the form of automatic lookup from an FAQ database—at the moment your agent needs them.
Solution/EngagePredictiveEngagement	This article is a high-level overview of the process to integrate Genesys Predictive Engagement with Genesys Multicloud CX Chat in an on-premises installation. The article includes the list of prerequisite components and the version requirements, as well as links to resources that provide detailed information.
Solution/GamificationSolutions	nGAGEMENT is a gamification solution that pairs with Genesys Cloud CX to improve employee engagement.
Solution/GenesysCloudPredictiveEngagementSolutions	Genesys Predictive Engagement integrates with Genesys Cloud CX to provide an AI-powered customer engagement solution that: Analyzes customer behavior on websites Predicts the outcomes customers are trying to achieve Personalizes customer engagements in real time to improve the customer experience and optimize business outcomes
Solution/PredictiveEngagementEngagecloud	This article is a high-level overview of the process to add Genesys Predictive Engagement to a Genesys Multicloud CX contact center.
Solution/Profile Lookup with Adobe Experience Platform	Learn how to look up a customer's profile in Adobe Experience Platform so that you can display richer contextual data to agents.
STRMS/Current/Admin
STRMS/Current/Admin/Architecture	Learn about the high-level architecture of Event Stream.
STRMS/Current/Admin/ConfigureEndpoints	Learn how to configure endpoints with Event Stream
STRMS/Current/Admin/Overview	Event Stream is a microservice that runs on the Genesys Multicloud CX platform.
STRMS/Current/Admin/UsingSensitiveData	Learn to configure how to protect sensitive data within events
STRMS/Current/STRMSPEGuide	Find links to all the topics in this guide.
STRMS/Current/STRMSPEGuide/Architecture	Learn about the architeture for this service.No results architecture
STRMS/Current/STRMSPEGuide/Configure	Learn how to configure Event Stream.
STRMS/Current/STRMSPEGuide/Deploy	Learn how to deploy Event Stream into a private edition environment.
STRMS/Current/STRMSPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
STRMS/Current/STRMSPEGuide/Observability
STRMS/Current/STRMSPEGuide/Overview	Learn about Event Stream and how it works in Genesys Multicloud CX private edition.
STRMS/Current/STRMSPEGuide/Planning	Find out what to do before deploying Event Stream.
STRMS/Current/STRMSPEGuide/Provision	Learn how to provision Event Stream.
STRMS/Current/STRMSPEGuide/STRMSMetrics
STRMS/Current/STRMSPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall Event Stream.
System/Accessibility feedback	This page provides information on how to provide feedback.
System/AllContent	Find the content you need for Genesys Multicloud CX and cloud private edition. (On-premises users, find content here.) On this page: User Roles Features Applications & Services Genesys Multicloud CX use cases
System/AllDeprecations
System/EOL	Provides the End of Life (EOL) statuses for Genesys Multicloud CX and PureConnect suites, products, and components; one table for those on the EOL track. Genesys™ on-premises EOL refers to its products or components that have reached its maturity and entered the retirement phase in their product life cycle for a variety of reasons, such as technology changes. Important For End of Platform Support (EOPS), see Supported Operating Environment – Discontinued Supported. For Deprecations of features or services available from Genesys Multicloud CX, see Feature Deprecations. Genesys™ deprecation refers to the retirement of a feature/service under the Genesys Multicloud CX or Genesys Cloud CX platforms or the retirement of certain versions or products due to their obsolescence. See Genesys Engage & PureConnect Lifecycle Policy for information on the Genesys End-of-Life Policy and process. See End of Life Announcement for the list of Genesys Engage product versions deprecated as of October 20, 2023. End of Life timeline for all PureConnect products are specified in the PureConnect End of Life Announcement. Download an EOL PDF To download a PDF of the document, click the link: Download PDF. Be aware that the EOL Announcement links are not active in the PDF version of this document.
System/EOL PDF	Provides the End of Life (EOL) statuses for Genesys Multicloud CX and PureConnect suites, products, and components; one table for those on the EOL track. Genesys™ on-premises EOL refers to its products or components that have reached its maturity and entered the retirement phase in their product life cycle for a variety of reasons, such as technology changes. Important For End of Platform Support (EOPS), see Supported Operating Environment – Discontinued Supported. For Deprecations of features or products available from Genesys Multicloud CX, see Feature Deprecations. Genesys™ deprecation refers to the retirement of a feature/service under the Genesys Multicloud CX or Genesys Cloud CX platforms or the retirement of certain versions or products due to their obsolescence. See Genesys Engage & PureConnect Lifecycle Policy for information on the Genesys End-of-Life Policy and process.
System/GenEngagecloudsysrqmt	Learn about the requirements for hardware and software.
System/General Data Protection Regulation	Provides general information about Genesys Multicloud CX support for customer compliance with the General Data Protection Regulation (GDPR).
System/General security and compliance information	Provides information on general security and compliance information for Genesys Multicloud CX
System/Generalsecurityoverview	Provides an overview of Genesys Multicloud CX general security
System/Genesys Multicloud CX support for GDPR	Provides information that is specific to the Genesys Multicloud CX implementation of support for General Data Protection Regulation (GDPR).
System/Privacypolicy	Outlines Genesys practices for collecting, using, maintaining, protecting and disclosing Customer Data, including Personal Data, through Genesys Multicloud, and what Genesys does with that information.
System/ReleaseManagement	Genesys Multicloud CX is an enterprise-grade, global Contact Center as a Service (CCaaS) offering that empowers unique customer experiences. As a Genesys Multicloud CX customer, you can expect to receive communications about new releases, changes, and upgrades as summarized in this article.
System/Security certificates support	Provides information on various industry standard security practices and operational controls.
System/security use cases	Provides information on security use cases in Genesys Multicloud CX.
TestSOW
TLM/Current/TLMPEGuide	Find links to all the topics in this guide.
TLM/Current/TLMPEGuide/Architecture	Learn about the architeture for this service.No results architecture
TLM/Current/TLMPEGuide/Configure	Learn how to configure Telemetry Service.
TLM/Current/TLMPEGuide/Deploy	Learn how to deploy Telemetry Service into a private edition environment.
TLM/Current/TLMPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
TLM/Current/TLMPEGuide/Logging	Learn how to store logs for Telemetry Service
TLM/Current/TLMPEGuide/Metrics	Learn which metrics you should monitor for Telemetry Service and when to sound the alarm.
TLM/Current/TLMPEGuide/Observability
TLM/Current/TLMPEGuide/Overview	Learn about Telemetry Service and how it works in Genesys Multicloud CX private edition.
TLM/Current/TLMPEGuide/Planning	Find out what to do before deploying Telemetry Service.
TLM/Current/TLMPEGuide/Ports	Lean about ports used for this service.
TLM/Current/TLMPEGuide/Provision	Learn how to provision Telemetry Service.
TLM/Current/TLMPEGuide/TLMMetrics
TLM/Current/TLMPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall Telemetry Service.
UCS/Current/UCSPEGuide	Find links to all the topics in this guide.
UCS/Current/UCSPEGuide/Architecture	Learn about the architeture for this service.No results architecture
UCS/Current/UCSPEGuide/Configure	Learn how to configure Universal Contact Service (UCS).
UCS/Current/UCSPEGuide/Deploy	Learn how to deploy Universal Contact Service (UCS) into a private edition environment.
UCS/Current/UCSPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
UCS/Current/UCSPEGuide/Logging	Learn how to store logs for Universal Contact Service (UCS).
UCS/Current/UCSPEGuide/Metrics	Learn which metrics you should monitor for Universal Contact Service (UCS) and when to sound the alarm.
UCS/Current/UCSPEGuide/Observability
UCS/Current/UCSPEGuide/Overview	Learn about Universal Contact Service (UCS) and how it works in Genesys Multicloud CX private edition.
UCS/Current/UCSPEGuide/Planning	Find out what to do before deploying Universal Contact Service (UCS).
UCS/Current/UCSPEGuide/Provision	Learn how to provision Universal Contact Service (UCS).
UCS/Current/UCSPEGuide/UCSMetrics
UCS/Current/UCSPEGuide/Upgrade	Learn how to upgrade, roll back, or uninstall UCS.
UCSales/Current/Admin	Find sales collateral to support Genesys Use Cases, and direct links to the use cases for convenience.
UCSales/Current/Admin/About	Find sales collateral to support Genesys Use Cases, and direct links to the use cases for convenience.
UCSales/Current/Admin/Capabilities	Create matrix tables for printing.
UCSales/Current/Admin/P2PFeedback	Send feedback on this tool - help us improve! Back to the tool
UCSales/Current/Admin/UCMatrix	Create matrix tables for printing.
UDM/Current/Admin	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
UDM/Current/Admin/AccessManagement	Learn about the roles required for exporting data using UDM.
UDM/Current/Admin/CertificatesManagement	Learn how to set up certificates to use UDM.
UDM/Current/Admin/DataFormats	This page contains information about how the data files for Contact History export jobs are formatted and structured.
UDM/Current/Admin/ExportDataFiles	From the Export menu, you can review and access your exported data files.
UDM/Current/Admin/GetStarted	User Data Management (UDM) enables you to securely export and download your contact center data.
UDM/Current/Admin/Jobs	You can access the Jobs page to set up, modify, and monitor your data export jobs.
UseCases/Base	Genesys is extremely flexible, which can make it complex to deploy and configure. Genesys Base Cases automate that initial deployment, getting you up and running quickly, with minimal configuration. You can use these cases as-is or as a starting point for more complex deployments. See your Genesys representative for details.
UseCases/Current/GenesysCloud	Explore all Genesys Cloud CX use cases. See the first tab (All) for a full list of use cases, or filter by product category.
UseCases/Current/GenesysCloud/Augment	This page lists all Genesys Cloud CX use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer.
UseCases/Current/GenesysCloud/Benefits	This page helps you find Genesys Cloud CX use cases according to the business benefits that each use case helps you accomplish.
UseCases/Current/GenesysCloud/Interdependencies	This page lists all Genesys Cloud CX use cases and their mandatory / Optional interdependencies as well as any exceptions which they cannot be implemented with.
UseCases/Current/GenesysCloud/Interdpendencies	This page lists all Genesys Cloud CX use cases and the other use cases that must be, can be or cannot be (Exceptions) implemented with them.
UseCases/Current/GenesysEngage-cloud	Explore all Genesys Mutlicloud CX use cases. See the first tab (All) for a full list of use cases, or filter by product category.
UseCases/Current/GenesysEngage-cloud/Augment	This page lists all Genesys Multicloud CX use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer.
UseCases/Current/GenesysEngage-cloud/Benefits	This page helps you find Genesys Multicloud CX use cases according to the business benefits that each use case helps you accomplish.
UseCases/Current/GenesysEngage-cloud/Interdependencies	This page lists all Genesys MultiCloud CX use cases and their mandatory / Optional interdependencies as well as any exceptions which they cannot be implemented with..
UseCases/Current/GenesysEngage-cloud/Interdpendencies	This page lists all Genesys Multicloud CX use cases and the other use cases that must be, can be or cannot be (Exceptions) implemented with them.
UseCases/Current/GenesysEngage-onpremises	Explore all Genesys Engage On-Premises use cases. See the first tab (All) for a full list of use cases, or filter by product category.
UseCases/Current/GenesysEngage-onpremises/Augment	This page lists all Genesys Engage On-Premises use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer.
UseCases/Current/GenesysEngage-onpremises/Benefits	This page helps you find Genesys Engage on-premises use cases according to the business benefits that each use case helps you accomplish.
UseCases/Current/GenesysEngage-onpremises/Interdependencies	This page lists all Genesys Engage On-Premises use cases and their mandatory / Optional interdependencies as well as any exceptions which they cannot be implemented with..
UseCases/Current/GenesysEngage-onpremises/Interdpendencies	This page lists all Genesys Engage On-Premises use cases and the other use cases that must be, can be or cannot be (Exceptions) implemented with them.
UseCases/Current/PureConnect	Explore all PureConnect use cases. See the first tab (All) for a full list of use cases, or filter by product category.
UseCases/Current/PureConnect/Augment	This page lists all PureConnect use cases and other use cases that can be implemented with that use case to optimize the benefits to the customer.
UseCases/Current/PureConnect/Benefits	This page helps you find PureConnect use cases according to the business benefits that each use case helps you accomplish.
UseCases/Current/PureConnect/Interdependencies	This page lists all PureConnect use cases and their mandatory / Optional interdependencies as well as any exceptions which they cannot be implemented with..
UseCases/Current/PureConnect/Interdpendencies	This page lists all Genesys PureConnect use cases and the other use cases that must be, can be or cannot be (Exceptions) implemented with them.
UseCases/Internal/Admin
UseCases/Public/GenesysCloud	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
UseCases/Public/GenesysEngage-cloud	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
UseCases/Public/GenesysEngage-onpremises
UseCases/Public/GenesysEngage-onpremises	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
UseCases/Public/PureConnect	Use the table below to find and search for the use case you need.
UseCases/Training	Learn how to find the use case you need, from across the Genesys platforms.
VM/Current/VMEventsandModels	Find links to all the topics in this guide.
VM/Current/VMEventsandModels/AgentStateandDNEvents	Find information about the agent state and DN events that Voice Microservices produce.
VM/Current/VMEventsandModels/Attributes	Learn about the attributes that make up the events.
VM/Current/VMEventsandModels/BasicCallModels	This page describes the basic scenarios in which calls arrive in a contact center.
VM/Current/VMEventsandModels/CallHandlingTransferConferenceEvents	Find information about the call handling and transfer/conference events that Voice Microservices produce.
VM/Current/VMEventsandModels/CallRoutingEvents	Find information about the call routing events that Voice Microservices produce.
VM/Current/VMEventsandModels/CallTreatmentEvents	Find information about the call treatment events that Voice Microservices produce.
VM/Current/VMEventsandModels/HandlingUserData	Learn how user data is handled in Voice Microservices.
VM/Current/VMEventsandModels/HoldTransferConference	Learn about the functions and events related to placing calls on hold, transferring calls, and creating conference calls.
VM/Current/VMEventsandModels/MonitorCalls	Learn about call monitoring models and flows.
VM/Current/VMEventsandModels/PredictiveDialing	Learn about call models and flows for predictive dialing.
VM/Current/VMEventsandModels/ReleaseCalls	Learn about the standard processes by which calls are released.
VM/Current/VMEventsandModels/Topics	Learn about the topics that Voice Microservices use for event streaming.
VM/Current/VMEventsandModels/WorkWithQueues	Learn about call models for queues.
VM/Current/VMPEGuide	Find links to all the topics in this guide.
VM/Current/VMPEGuide/Architecture	Learn about Voice Microservices architecture.
VM/Current/VMPEGuide/Architecture1	Learn about the architeture for this service.No results architecture
VM/Current/VMPEGuide/ArchitectureCrossRegion	Learn about the architeture for this service.No results - cross-regionarchitecture
VM/Current/VMPEGuide/Configure	Learn how to configure Voice Microservices.
VM/Current/VMPEGuide/ConfigureVoicemail	Learn how to configure the Voicemail Service.
VM/Current/VMPEGuide/Deploy	Learn how to deploy Voice Microservices into a private edition environment.
VM/Current/VMPEGuide/DeployConsul	Find details about Voice services settings that you must configure in Consul before you proceed to configure the Voice Microservices. Some of the configuration in Consul must be performed when you deploy Consul.
VM/Current/VMPEGuide/DeployRedis	Register services and endpoints that connect to Redis.
VM/Current/VMPEGuide/DeployVoicemail	Learn how to deploy Voicemail into a private edition environment.
VM/Current/VMPEGuide/FeatureSupport	Understand the differences between the Voice Microservices features and functionality and on-premises voice architecture.
VM/Current/VMPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
VM/Current/VMPEGuide/Observability
VM/Current/VMPEGuide/Overview	Learn about Voice Microservices and how it works in Private Edition.
VM/Current/VMPEGuide/Planning	Find out what to do before deploying Voice Microservices.
VM/Current/VMPEGuide/PlanningVoicemail	Find out what to do before deploying the Voicemail Service.
VM/Current/VMPEGuide/Provision	Learn how to provision Voice Microservices.
VM/Current/VMPEGuide/ProvisionVoicemail	Learn how to provision the Voicemail Service.
VM/Current/VMPEGuide/Upgrade	Learn how to upgrade, rollback or uninstall Voice Microservices.
VM/Current/VMPEGuide/UpgradeVoicemail	Learn how to upgrade, rollback or uninstall the Voicemail Service.
WebRTC/Current/WebRTCPEGuide	Find links to all the topics in this guide.
WebRTC/Current/WebRTCPEGuide/Architecture	Learn about WebRTC architecture.
WebRTC/Current/WebRTCPEGuide/Configure	Learn how to configure WebRTC.
WebRTC/Current/WebRTCPEGuide/Configure Webphone	Learn how to configure Webphone.
WebRTC/Current/WebRTCPEGuide/ConfigureSoftphone	Configure WebRTC agents with Genesys Softphone in Genesys cloud using Agent Setup.
WebRTC/Current/WebRTCPEGuide/ConfigureWebphone	Webphone is a Browser-based standalone WebRTC softphone that can be used as the Agent's device separately from WWE wherever VDI (Citrix, VMware) is used. Webphone is similar to Zero footprint that provides the ability to separate voice and signaling traffic.
WebRTC/Current/WebRTCPEGuide/ConfigureZeroFootprint	Agent does not need a Genesys Softphone as an endpoint for this configuration. But only needs a browser-based WWE, which uses WebRTC capabilities of Chrome, Firefox, and Chromium browsers.
WebRTC/Current/WebRTCPEGuide/Deploy	Learn how to deploy WebRTC Media Service (WebRTC) into a private edition environment.
WebRTC/Current/WebRTCPEGuide/Deploy Webphone	Learn how to deploy Webphone.
WebRTC/Current/WebRTCPEGuide/HADR	Find out how this service provides disaster recovery in the event the service goes down.
WebRTC/Current/WebRTCPEGuide/Logging	Learn how to store logs for WebRTC.
WebRTC/Current/WebRTCPEGuide/Metrics	Learn which metrics you should monitor for WebRTC and when to sound the alarm.
WebRTC/Current/WebRTCPEGuide/Observability
WebRTC/Current/WebRTCPEGuide/Overview	Learn about WebRTC and how it works in Genesys Multicloud CX private edition.
WebRTC/Current/WebRTCPEGuide/Planning	Find out what to do before deploying WebRTC.
WebRTC/Current/WebRTCPEGuide/Provision	WebRTC does not require tenant provisioning.
WebRTC/Current/WebRTCPEGuide/Upgrade	Learn how to upgrade, rollback or uninstall WebRTC.
WID/Current/Developer	The Genesys Widgets Developer's Guide covers how to get started with Widgets.
WID/Current/Developer/Accessibility	Learn how Widgets aligns with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA.
WID/Current/Developer/GWCConfig	Learn how to configure widgets and services.
WID/Current/Developer/GWCCookies	Learn which session cookies are used by Genesys Widgets to restore chat sessions, track the state of the UI, store a customer's decisions, and more.
WID/Current/Developer/GWCCustomize	Use themes to change the appearance of Genesys Widgets. Themes allow you to apply colors and fonts to all of your widgets in a single operation.
WID/Current/Developer/GWCDeployment	This guide provides the steps required to instrument your website with Genesys Widgets.
WID/Current/Developer/GWCInternat	Localize your Genesys Widgets user messages and prompts by creating and hosting a Language Pack that Genesys Widgets can access.
WID/Current/Developer/GWCSupportedBrowsers	Genesys has tested the following desktop and mobile browsers.
WID/Current/Developer/Rich Media	WebChat can display rich messages, which enable a more interactive digital experience with your customers. Quick replies help your customers quickly respond without having to type.
WID/Current/GCAPI
WID/Current/GCAPI	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
WID/Current/GCAPI/App	Learn how to control your widgets.
WID/Current/GCAPI/Building Extensions	Learn how to create your own plugins and widgets.
WID/Current/GCAPI/CallUs	Learn how to display an overlay screen showing one or more phone numbers for customer service, as well as the hours that this service is available in Genesys Cloud CX.
WID/Current/GCAPI/ChannelSelector	Learn how to provide your customers with a configurable list of channels as an entry point for contacting customer service in Genesys Cloud CX.
WID/Current/GCAPI/Common	Learn how to access Widgets utility functions and dynamically generate the common HTML containers used throughout Genesys Widgets.
WID/Current/GCAPI/Console	Learn how to debug commands and events on the widget bus.
WID/Current/GCAPI/Engage	Learn how to use the Genesys Multicloud CX plugin to integrate any Engage solution with Genesys Widgets.
WID/Current/GCAPI/Overlay	Learn how to use an overlay window control that widgets can inject their UI into.
WID/Current/GCAPI/SideBar	Learn about the Sidebar widget, which customers use to launch other widgets with a single click.
WID/Current/GCAPI/Toaster	Learn how to use a toast view control into which widgets can inject their UI.
WID/Current/GCAPI/Using CXBus	Learn about the bus that all widgets components are built on.
WID/Current/GCAPI/WebChat	Learn how to enable live chats between customers and agents in Genesys Cloud CX.
WID/Current/GCAPI/WebChatService	Learn how to use Genesys chat services in Genesys Cloud CX.
WID/Current/GCAPI/WindowManager	Learn how to use the WindowManager plugin, which provides a controller for several different types of window groups in Genesys Cloud CX.
WID/Current/GCDeveloper
WID/Current/GCDeveloper	Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.
WID/Current/GCDeveloper/Accessibility	Learn how Widgets aligns with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA.
WID/Current/GCDeveloper/Branding	Use themes to change the appearance of Genesys Widgets. Themes allow you to apply colors and fonts to all of your widgets in a single operation.
WID/Current/GCDeveloper/Cookies	Learn which session cookies are used by Widgets in Genesys Cloud CX to restore chat sessions, track the state of the UI, store a customer's decisions, and more.
WID/Current/GCDeveloper/Localization	Localize your Genesys Widgets user messages and prompts by creating and hosting a Language Pack that Genesys Widgets can access.
WID/Current/GCDeveloper/Supported browsers	Genesys has tested the following desktop and mobile browsers.
WID/Current/SDK	The Widgets API Reference covers all of the commands and events for each widget, and covers how to configure and localize each one.
WID/Current/SDK/App-combined	Learn how to control your widgets.
WID/Current/SDK/Calendar-combined	Learn how to display a calendar, so your customers can choose when they want to be contacted.
WID/Current/SDK/Callback-combined	Learn how to use the Callback Widget to fetch user details.
WID/Current/SDK/CallbackService-combined	Learn how to use CallbackService to schedule a callback with customer service.
WID/Current/SDK/CallUs-combined	Learn how to display an overlay screen showing one or more phone numbers for customer service, as well as the hours that this service is available.
WID/Current/SDK/ChannelSelector-combined	Learn how to provide your customers with a configurable list of channels as an entry point for contacting customer service.
WID/Current/SDK/Common	Learn how to access Widgets utility functions and dynamically generate the common HTML containers used throughout Genesys Widgets.
WID/Current/SDK/Console-combined	Learn how to debug commands and events on the widget bus.
WID/Current/SDK/Engagement-combined	Learn how to use the Genesys Multicloud CX plugin to integrate any Engage solution with Genesys Widgets.
WID/Current/SDK/GWCBusAPIOverview	Learn about the bus that all widgets components are built on.
WID/Current/SDK/GWCBusExtensions	Learn how to create your own plugins and widgets.
WID/Current/SDK/Overlay-combined	Learn how to use an overlay window control that widgets can inject their UI into.
WID/Current/SDK/SideBar-combined	Learn about the Sidebar widget, which customers use to launch other widgets with a single click.
WID/Current/SDK/StatsService-combined	Learn how to fetch estimated wait time (EWT) details for a channel.
WID/Current/SDK/Toaster-combined	Learn how to use a toast view control into which widgets can inject their UI.
WID/Current/SDK/WebChat-combined	Learn how to enable live chats between customers and agents.
WID/Current/SDK/WebChatService-combined	Learn how to use Genesys chat services.
WID/Current/SDK/Widgets videos	This collection of videos from the Genesys Vimeo channel demonstrates some of the most commonly used features of Genesys Widgets.
WID/Current/SDK/WindowManager-combined	Learn how to use the WindowManager plugin, which provides a controller for several different types of window group.
WID/GC-overview	Explore the basics of Genesys Widgets for Genesys Cloud CX.
WID/GEC-callback	Discover the features and benefits of using the Callback Widget.
WID/GEC-webchat	Discover the benefits and features of using chat on your website to communicate with customers.
WID/HIW	Genesys Widgets relies on certain technologies in order to function. This article describes the requirements for widget implementation.