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Page	Platform	DisplayName	TocName	Dimension	Context	Product	ProductShort	ComingSoon	Role	Manual	Application
Draft:GAMD/Current/Agent/Logging in	GenesysEngage-cloud	Logging in			How to log in	Gplus Adapter for Microsoft Dynamics 365	Draft:GAMD			Agent
Draft:GASN/Current/Admin/Packages		Packages	Packages		Download the Gplus Adapter for ServiceNow package here.	Gplus Adapter for ServiceNow	Draft:GASN			Admin
Draft:GAWFM/9.0/Deployment/AddAdapterInstance	GenesysEngage-onpremises	Add an Adapter Instance to the Configuration Server	Add an Adapter Instance		The Adapter does not use a wizard application. Manual steps are required to add the application to the Configuration Server and complete the configuration. The present version of the Adapter does not support installation with the Genesys Administrator and its metadata files. We recommend the Adapter Application object is installed using the Genesys Configuration Manager.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/AddAnnexData	GenesysEngage-onpremises	Adding Annex Data for Virtual Queues & Skills	Adding Annex Data		This section discusses adding individual configuration to a Skill or Virtual Queue to provide additional configuration of the associated call/interaction target.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/AddPlaceGroup	GenesysEngage-onpremises	Adding a Place Group to a Site	Adding a Place Group		All of the reports, with the exception of the daily Agent Productivity report, can include a `Site` field, if necessary. The Gplus Adapter creates an association between `Place Groups` and `Sites` by adding a `siteName` option to a `Place Group's Annex Data`. Only the `Place Groups` included in the `genesys.placeGroups` Section of the Options are included and, therefore, only those `Place Groups` should be modified.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/AddServers	GenesysEngage-onpremises	Adding T-Servers and Interaction Servers	Adding Servers		The application establishes connections with the T-Servers, SIP Servers, Interaction Servers, and Message Servers listed under the `Connections` tab of the `Properties` window. Adding a server is accomplished the same way that any other Genesys application would add connections to servers in the Genesys environment.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Aspect	GenesysEngage-onpremises	Aspect Historical Reports & Real-time Adherence	Aspect		Genesys event data is filtered and aggregated to provide interval activity data and a real-time data feed for Aspect WFM.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/AspectOnlyAddAgentsToDataGroup	GenesysEngage-onpremises	Aspect Only: Adding Agents to a Data Group for Staff Group and APS Reports	Aspect Only: Adding Agents to a Data Group		The association between an agent and a Data Group is created by adding the Data Group name as `Annex` data to an `Agent Group` that contains the `Person` object for the agent.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/AspectOptions	GenesysEngage-onpremises	Application Options for Aspect	Aspect		Gplus Adapter application options are discussed in this topic. To change the application options, open the Adapter Application in the Configuration Manager and select the Options tab.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/AWSCredentialsS3Bucket	GenesysEngage-onpremises	Amazon Web Service Credentials - S3 Bucket	AWS Credentials - S3 Bucket		The following discussion is based on the information provided on the Amazon Web Services (AWS) webpage, Working with AWS Credentials. This discussion assumes that Genesys has provided the credentials for the AWS Identity and Access Management (IAM) User to access the Simple Storage Service (S3) bucket.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/ClientConfig	GenesysEngage-onpremises	Client Configuration	Client Configuration		The following options in the historical.ftp section must be configured or at least considered:	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/ConfigServer	GenesysEngage-onpremises	Configuration Server Connection	Configuration Server Connection		The connection parameters are defined in the `GPlusWFM.properties` file contained in the config directory of the adapter installation. Note: The adapter still accepts the parameters defined in the script files of a previous version but we recommend using the new `.properties` file.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/EventAttributeDeterminers	GenesysEngage-onpremises	Event Attribute Determiners	Event Attributes Determiners		There are several determiner Options in the Adapter configuration. These Options identify an event attribute that can be used for any number of purposes; some of which are listed below: Contact queue or target Not Ready reason Outbound Campaign name Link attribute for Virtual Hold™ and Genesys Callbacks All the determiners share common functionality and work in the same way.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/IncludedFiles	GenesysEngage-onpremises	Included Files	Included Files		The installation package contains all the required components, except the Java Runtime Environment (JRE). Installation of the application is a matter of copying the distribution files into a suitable directory. The examples below demonstrate an Adapter instance installed in the GPlusAdapter folder.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Install-Win-permissions	GenesysEngage-cloud	Installation and Windows Permissions	Installation and Windows Permissions		Learn about file and folder permissions.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Installation and Windows Permissions	GenesysEngage-cloud	Installation and Windows Permissions	Installation and Windows Permissions		Administrator privileges are required to install the Adapter.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/JVM	GenesysEngage-onpremises	Java Virtual Machine	Java Virtual Machine		The Gplus Adapter is a Java application that runs in a Java Virtual Machine (JVM) that isolates the application from the underlying operating system. Note: The 9.0 version of the Gplus Adapter requires Java 11.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/LicenseFile	GenesysEngage-onpremises	License File	License File		The temporary license file (license.txt) is in the config folder of the Gplus Adapter installation. This license allows the adapter to run on any server for a specified number of days. The expiry date is listed in the license file. When a production license is purchased, the temporary license file must be replaced with the new file.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/LogFiles	GenesysEngage-onpremises	Log Files	Log Files		Depending upon the logging configuration, there may be more than one set of logs contained in the logging folder. This chapter is concerned with the event logs that also include logging of state changes for Agents and media interactions.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/LoggingConfig	GenesysEngage-onpremises	Logging Configuration	Logging Configuration		The Gplus Adapter has four types of logs and only the first two are configurable beyond `enable` or `disable`: T-Server and Interaction Server events with the adapter state changes associated with those events. A summary of errors also logged in the first log. Agent group inconsistencies with Staff Group reports: AgentsInMoreThanOneDataGroup AgentsNotInDataGroups The recovery log	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/LoggingFTPReportDirectories	GenesysEngage-onpremises	Logging, FTP, and Report Directories	Logging, FTP, and Report Directories		The installation package contains a default set of folders for log files and historical reports. These folders (except for the recovery folder) do not have to be used; the configuration options allow for alternatives.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/ManageWindowsService	GenesysEngage-onpremises	Managing Windows Service: prunmgr Application	Managing Windows Service: prunmgr Application		The Apache Commons™ daemon™ project provides a Windows GUI application for managing an installed Service without having to resort to editing Register parameters or reinstalling the Service. This prunmgr application is discussed below regarding the Gplus Adapter installation. For more information, see the Apache website. The application is contained in the wrappers folder of the Adapter installation and is started with the following: prunmgr.exe //ES//GPlusAdapterServiceName Any changes to the configuration are implemented by stopping and restarting the Service after applying the changes. The options and parameters appropriate to the Adapter Service wrapper are discussed below.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/MediaReports	GenesysEngage-onpremises	Media and Reports	Media & Reports		There are two common Stream configurations: Consolidating multiple Adapters into a single instance. Associating media with only certain reports, for example, email and BackOffice Email reports.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/MultipleAdapters	GenesysEngage-onpremises	'Multiple Adapters'	'Multiple Adapters'		The initial versions of the Adapter were limited to providing a set of historical reports and one RTA data feed to a single Aspect WFM Server. Stream functionality was added to the Adapter with Version 5.1 to allow a single Adapter instance to provide historical reports and RTA data feeds to multiple WFM Servers.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/NICE-IEX	GenesysEngage-onpremises	NICE-IEX Historical Reports & Real-time Adherence	NICE-IEX		Genesys event data is filtered and aggregated to provide interval activity data and a real-time data feed for NICE/IEX WFM.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/NICEOptions	GenesysEngage-onpremises	Application Options for NICE-IEX	NICE-IEX		The Gplus Adapter application options are presented in this section. To change the application options, open the Adapter Application in the Configuration Manager and select the Options tab.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/NonCampaignCalls	GenesysEngage-onpremises	Non-Campaign Outbound Calls	Non-Campaign Outbound Calls		If the `campaignTarget.determiner` fails to identify a Campaign Name on a Progressive or Predictive call but the `callType.determiner` parses a target name from a queued event on a monitored VQ, the outbound call is reported in the Forecast Report as a customer call. Calls that do not have an associated target are still regarded as outbound calls but they are only counted in the Agent Productivity Report as non-customer outbound activity.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/OverviewFileTransfer	GenesysEngage-onpremises	Setting up Secure File Transfer	Overview		The file transfer protocol that forwards the historical reports to the remote eWFM server can be configured to use SSH (Secure Shell) as the underlying network channel. Three options are included in the historical.ftp section of the application configuration to set up the Gplus Adapter as an SSH client. The configuration of the client side of the SSH channel is reasonably simple as most of the complexity is reserved for the configuration of the server side. A description of some of the possible errors due to a misconfigured client or server has been included in Troubleshooting section.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/OverviewOutbound	GenesysEngage-onpremises	Overview: Outbound Voice Campaigns	Overview		The Gplus Adapter now supports the Outbound Campaign types that did not fit the original inbound voice call model used to define a customer call.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/OverviewRRR	GenesysEngage-cloud	Overview: Recovery, Restarts, and Reconnects	Overview		The Gplus Adapter was designed to run for extended periods with little or no maintenance. However, all of the tracked activity and configuration information is stored in in-memory tables and that data can be lost or left incomplete due to upsets or restarts. The following is a description of the mechanisms used by the Adapter to mitigate the effect of the upsets and restarts.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Permissions	GenesysEngage-onpremises	Installation and Windows Permissions	Required Permissions		Administrator permissions are required to install the Adapter.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/PredictiveProgressive	GenesysEngage-onpremises	Predictive and Progressive Campaigns	Predictive & Progressive Campaigns		Both the Predictive and Progressive campaign types have call flows that start as a dialing event on a Routing Point, queued on a Virtual Queue, diverted to and then answered by an available agent with an optional ACW interval after the call is released. The adapter does not differentiate between the two Campaign types.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/PredictiveProgressiveASM	GenesysEngage-cloud	Predictive and Progressive with ASM	Predictive & Progressive with ASM		Agent Seizing Mode (ASM) adds an extra seizing call from the dialer to the start of the Predictive and Progressive call flows. This extra call ensures that an agent is engaged to join the successfully completed outbound call immediately after the campaign call is answered.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/PreviewPushPreview	GenesysEngage-onpremises	Preview and Push Preview Campaigns	Preview & Push Preview Campaigns		The Preview and Push Preview campaigns are tracked properly by the Adapter if the `campaignTarget.determiner` and the `classifyPartyDeterminer` are configured to identify the Campaign Name and disposition code respectively.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/PrivatePublicKey	GenesysEngage-onpremises	Generating the Private-Public Key Pair	Generating the Private-Public Key Pair		The authentication of the SSH login to the remote server can be run using a public-private key pair.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Reconnects	GenesysEngage-onpremises	Reconnects	Reconnects		Disconnects and the subsequent reconnects can occur as the result of two different scenarios: the disconnected Genesys server had an upset that caused a shutdown and restart, or there was a network problem that resulted in the connection being dropped and eventually re-established.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Recovery	GenesysEngage-cloud	Recovery	Recovery		Recovery refers to the processes in place for the Adapter to recover after a shutdown and restart.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Restarts	GenesysEngage-cloud	Restarts	Restarts		A restart refers to a shutdown and restart that was not the result of an incident but rather a scheduled downtime for maintenance, an upgrade or some other planned activity.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/SecureFileTransferProblems	GenesysEngage-onpremises	Secure File Transfer Problems	Secure File Transfer Problems		The following excerpt is an example of the logging generated by a successful file transfer using the Secure File Transfer Protocol.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/ServerConfig	GenesysEngage-onpremises	Server Configuration	Server Configuration		The SSH server should support configuration for the authentication modes it allows and which mode it attempts first.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/SolutionControlServer	GenesysEngage-onpremises	Solution Control Server Integration	Solution Control Server Integration		Note: SCS integration requires a Local Control Agent (LCA) instance installed on the server hosting the Gplus Adapter and a properly configured `Host` object in the Configuration Server. The Gplus Adapter can be started and stopped using the Solution Control Interface for both the Windows and “unix” versions by invoking the Java executable with the command-line arguments. Also, an adapter instance installed as a Windows Service can be controlled by invoking a command on the `prunsrv.exe` service wrapper.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/StartUpTest	GenesysEngage-onpremises	Initial Startup Test	Initial Startup Test		Even though the application has not been configured in the Configuration Manager yet, it should start and create a log file before failing.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Teleopti	GenesysEngage-onpremises	Teleopti Historical Reports & Real-time Adherence	Teleopti		Genesys event data is filtered and aggregated to provide interval activity data and a real-time data feed for Teleopti WFM.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/TeleoptiOptions	GenesysEngage-onpremises	Application Options for Teleopti	Teleopti		Each of the Gplus Adapter application options is discussed in this chapter. To change the application options, open the Adapter Application in the Configuration Manager and select the Options tab.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Test	GenesysEngage-cloud	Test unstructured			placeholder context	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Testsubtopic	GenesysEngage-cloud	Testsubtopic	Testsubtopic		Text	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/ThresholdTime	GenesysEngage-onpremises	Threshold Time Format	Threshold Time Format		The service level calculations are based on calls/interactions that meet or do not meet configured service or abandoned time thresholds. These thresholds are set as a default per media or added to the following configuration objects: `Skills`, `Virtual Queues` and `interactionTargets`.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/TimeZoneID	GenesysEngage-onpremises	Time Zone IDs	Time Zone IDs		The list of acceptable values to specify the Gplus Adapter timeZone Option mirrors the list of acceptable Time Zone IDs for the Java JVM.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/Verint	GenesysEngage-onpremises	Verint Historical Reports & Real-time Adherence	Verint		Genesys event data is filtered and aggregated to provide interval activity data and a real-time data feed for Verint WFM.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/VerintOptions	GenesysEngage-onpremises	Application Options for Verint	Verint		Each of the Gplus Adapter application options is discussed in this chapter. To change the application options, open the Adapter Application in the Configuration Manager and select the Options tab.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/Deployment/WindowsInstallScript	GenesysEngage-onpremises	Windows Installation Script	Windows Installation Script		The `windows_install.bat` script file can run all the tasks required to install the Gplus Adapter instance as a Windows Service. This file uses the script files contained in the `scripts\windows` folder; do not alter these script files.	Gplus Adapter for WFM	Draft:GAWFM			Deployment
Draft:GAWFM/9.0/IEXDeployment/Adapter-ConfigurationServer	GenesysEngage-cloud	Add an Adapter Instance to Configuration Server	Add an Adapter Instance to Configuration Server		Use Configuration Manager to import the Adapter's application template and create an Adapter application.	Gplus Adapter for WFM	Draft:GAWFM			IEXDeployment
Draft:GAWFM/9.0/IEXDeployment/Historical-Reports	GenesysEngage-cloud	Historical Reports	Historical Reports		The Adapter support various historical reports.	Gplus Adapter for WFM	Draft:GAWFM			IEXDeployment
Draft:GAWFM/9.0/IEXDeployment/LogFiles-Reports	GenesysEngage-cloud	Logging, FTP and Report Directories	Logging, FTP and Report Directories		Blah, blah, blah	Gplus Adapter for WFM	Draft:GAWFM			IEXDeployment
Draft:GAWFM/9.0/IEXDeployment/Real-Time-Adherence	GenesysEngage-cloud	Real-Time Adherence	Real-Time Adherence		RTA tracks agent states with an asynchronous connection protocol.	Gplus Adapter for WFM	Draft:GAWFM			IEXDeployment
Draft:GAWFM/9.0/IEXDeployment/Windows-InstallPermissions	GenesysEngage-cloud	Installation and Windows Permissions	Installation and Windows Permissions		Administrator privileges are needed to install the Adapter.	Gplus Adapter for WFM	Draft:GAWFM			IEXDeployment
Draft:GenesysEngageMulticloud/Library/Library/GEcCap	GenesysEngage-cloud	Capabilities	Capabilities		Maps to the CAPABILITIES tab of the spreadsheet on Sharepoint. Content on this page populates the following page in the PMO reference doc: Genesys Multicloud CX capabilities	Genesys Multicloud CX	Draft:GenesysEngageMulticloud			Library
Draft:GenesysEngageMulticloud/Library/Library/GEcCompliance	GenesysEngage-cloud	Compliance	Compliance		Maps to the COMPLIANCE tab of the spreadsheet on Sharepoint. Content on this page populates the following customer-facing page: Genesys Engage cloud capabilities	Genesys Engage Multicloud	Draft:GenesysEngageMulticloud			Library
Draft:GenesysEngageMulticloud/Library/Library/GEcTelCon	GenesysEngage-cloud	Connectivity	Connectivity		Maps to the TEL_CON tab of the spreadsheet on Sharepoint. Content on this page populates the following customer-facing page: Genesys Engage cloud capabilities	Genesys Engage Multicloud	Draft:GenesysEngageMulticloud			Library
Draft:GenesysEngageMulticloud/Library/Library/GEcUC	GenesysEngage-cloud	Use Cases	Use Cases		Maps to the USE_CASES tab of the spreadsheet on Sharepoint. Content on this page populates the following customer-facing page: Genesys Multicloud CX capabilities	Genesys Multicloud CX	Draft:GenesysEngageMulticloud			Library
Draft:GPR/9.0.0/Deployment/agentScoring	GenesysEngage-cloud	How Does GPR Score Agents?	How Does GPR Score Agents?				Draft:GPR			Deployment
Draft:GPR/9.0.0/Deployment/deploy	GenesysEngage-cloud	Install and Configure Predictive Routing	Install and Configure Predictive Routing				Draft:GPR			Deployment
Draft:GPR/9.0.0/Deployment/encodings	GenesysEngage-cloud	Appendix: Supported Encodings	Appendix: Supported Encodings				Draft:GPR			Deployment
Draft:GPR/9.0.0/Deployment/glossary	GenesysEngage-cloud	GPR Glossary Terms (Internal Use-Not for Publication)	GPR Glossary Terms (Internal Use-Not for Publication)				Draft:GPR			Deployment
Draft:GPR/9.0.0/Deployment/ixnFlows	GenesysEngage-cloud	Routing Scenarios Using GPR	Routing Scenarios Using GPR				Draft:GPR			Deployment
Draft:GPR/9.0.0/Deployment/ops	GenesysEngage-cloud	Operations: Updating, Maintenance, Logging, Troubleshooting	Operations: Updating, Maintenance, Logging, Troubleshooting				Draft:GPR			Deployment
Draft:GPR/9.0.0/Deployment/preReqs	GenesysEngage-cloud	System Requirements, Pre-Requisites, and Planning	System Requirements, Pre-Requisites, and Planning				Draft:GPR			Deployment
Draft:PE-GPR/9.0.0/Deployment/agentScoring	GenesysEngage-onpremises	How Does GPR Score Agents?	How Does GPR Score Agents?		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.	Genesys Predictive Routing	Draft:PE-GPR			Deployment
Draft:PE-GPR/9.0.0/Developers/gpr-api	PureEngage	Genesys Predictive Routing REST API	Genesys Predictive Routing API		The new version of the Predictive Routing RESTful API.	Genesys Predictive Routing	Draft:PE-GPR			Developers
Draft:PE-GPR/9.0.0/Help/Reports	GenesysEngage-cloud	What you can monitor	What you can monitor	GPRAnalysis	Genesys Predictive Routing (GPR) provides feature coverage and model accuracy graphs for your predictors. Note: The Predictive Routing Staff Help provides internal users with additional documentation.	Genesys Predictive Routing	Draft:PE-GPR			Help
Draft:PE-GPR/Staff/Help/agentScoring	GenesysEngage-cloud	How Does GPR Score Agents?	How Does GPR Score Agents?		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.	Genesys Predictive Routing	Draft:PE-GPR			Help
Draft:PE-GPR/Staff/Help/dataUpload	GenesysEngage-cloud	View your uploaded data	View your uploaded data	GPRDataUpload	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.	Genesys Predictive Routing	Draft:PE-GPR			Help
Draft:PE-GPR/Staff/Help/ixnFlows	GenesysEngage-cloud	Routing Scenarios Using GPR	Routing Scenarios Using GPR		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.	Genesys Predictive Routing	Draft:PE-GPR			Help
Draft:PE-GPR/Staff/Help/Reports	GenesysEngage-cloud	What you can monitor	What you can monitor	GPRAnalysis	Genesys Predictive Routing (GPR) provides a number of ways to assess the quality of your data within the application interface.	Genesys Predictive Routing	Draft:PE-GPR			Help
Draft:PEC-AS/Current/ManageCC/Export agent accounts	GenesysEngage-cloud	Export agent accounts	Export agent accounts		Learn how to export agent accounts using the Agent Setup application.	Agent Setup	Draft:PEC-AS	No	Administrator	ManageCC	Agent Setup
Draft:PEC-AS/Current/ManageCC/My Channels options		My Channels options	My Channels options		Learn about the My Channels options (for agents) available in Agent Setup.	Agent Setup	Draft:PEC-AS	No	Administrator	ManageCC	Agent Setup
Draft:PEC-AS/Current/ManageCC/Service Client options		Service Client options	Service client options		Learn about the Service Client options available in Agent Setup.	Agent Setup	Draft:PEC-AS	No	Administrator	ManageCC	Agent Setup
Draft:PEC-AS/Current/Source/AgentSetupSharedAttributes	GenesysEngage-cloud	Sharing Business Attributes in Agent Setup	Sharing Business Attributes in Agent Setup			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASAudit	GenesysEngage-cloud	Audit	Audit			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASFB	GenesysEngage-cloud	Facebook options	Facebook options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASIntHistorySearch	GenesysEngage-cloud	Interaction History Advanced Search options	Interaction History Advanced Search options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASMyChannels	GenesysEngage-cloud	My Channels options	My Channels options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASOpenMedia	GenesysEngage-cloud	Workitem options	Workitem options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASOutbound	GenesysEngage-cloud	Outbound options	Outbound options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASRouting	GenesysEngage-cloud	Routing Manager	Routing Manager			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASServiceClient	GenesysEngage-cloud	Service Client options	Service Client options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASSoftphone	GenesysEngage-cloud	Genesys Softphone options	Genesys Softphone options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASStandardResponse	GenesysEngage-cloud	Standard Response options	Standard Response options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASStatisticsOptions	GenesysEngage-cloud	Statistics options	Statistics options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/ASTwitter	GenesysEngage-cloud	Twitter options	Twitter options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/DigEmailAddress	GenesysEngage-cloud	Manage Email Addresses	Manage Email Addresses			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/SAML	GenesysEngage-cloud	Single Sign-On	Single Sign-On			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/umgrChannels	GenesysEngage-cloud	Channel options	Channel options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/umgrChat	GenesysEngage-cloud	Chat options	Chat options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/umgrContact	GenesysEngage-cloud	Contact options	Contact options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/umgrEmail	GenesysEngage-cloud	Email options	Email options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/umgrFeedback	GenesysEngage-cloud	Feedback options	Feedback options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/umgrGlobalLogin	GenesysEngage-cloud	Global Login options	Global Login options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/umgrRecording	GenesysEngage-cloud	Recording options	Recording options			Agent Setup	Draft:PEC-AS			Source
Draft:PEC-AS/Current/Source/umgrStandardResponse	GenesysEngage-cloud	Standard Response Library options	Standard Response Library options			Agent Setup	Draft:PEC-AS			Source

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