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| Page | Manual | Notice | UI | Role | displayname | topicslist | topicslistpage | inherit | pagination | defaultform | alternateforms | version | product | Description | ServiceId |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Draft:GDE/Internal/Deployment | Deployment | TEST Deployment Manual | * -Prerequisites ** New entry ** Before you begin * -Set up database ** create schema ** import data | no | no | Form:Article | Internal | Draft:GDE | |||||||
| Draft:GDE/Internal/ReleaseNote | ReleaseNote | INTERNALRN | * -2019 Releases ** Oct-02 ** Mar-15 | no | no | Form:CloudRN | Internal | Draft:GDE | |||||||
| Draft:GDL/9.0/Deployment | Deployment | GDL Deployment Guide | *-Overview **Overview **Environmental Variables *-Prerequisites **Pre-Requisites *-Preparing to Install GDL **Preparing to Install GDL **Installing GDL *-Deployment Steps **Prepare for Operating System **Docker Ready Environment **Deploy Clusters *-Verify Deployment **Verify GDL Docker Container **Access Log and Volume Files **Restart Kafka clusters *-Access GDL **Configure Producer and Consumer Config **Access Docker Container **Life cycle of Docker Container | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:GDL | ||||||
| Draft:GDL/9.0/ReleaseNote | ReleaseNote | Genesys Data Layer Release Notes | *-2019 Releases **GDL-Jan-29 | no | no | Form:CloudRN | 9.0 | Draft:GDL | |||||||
| Draft:GDL/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:GDL | |||||||||||
| Draft:GenesysEngageMulticloud/Current/GECUG | GECUG | Genesys Multicloud CX User Guide | * -Genesys Multicloud CX overview ** BasicCloudServiceElements ** DigitalServices ** InboundServices ** RoutingServices ** AnalyticsServices ** OutboundServices ** SelfServeAutomationServices ** CollaborationServices ** WEMServices ** OmnichannelDesktopServices ** IntegrationServices ** OpenPlatformServices * -Genesys Multicloud CX policies ** DataRetentionpolicy ** Wirelessoutofbandmgmt ** Support ** Billingmeasurementdefinitions ** General security and compliance information *** General Data Protection Regulation (GDPR) *** Genesys Multicloud CX support for GDPR *** Supported security standards ** Accessibility | no | no | Form:CustomArticle1 | Form:Article • Form:SimpleArticle | Current | Draft:GenesysEngageMulticloud | ||||||
| Draft:GenesysEngageMulticloud/EmployeeOnly/PMORef | PMORef | PMO Reference | * -Genesys Multicloud CX capabilities ** GenesysEngagecloudcapabilities | no | no | Form:ArticleUnstructured | Form:Article • Form:TaskSummary • Form:SimpleArticle | EmployeeOnly | Draft:GenesysEngageMulticloud | ||||||
| Draft:GenesysEngageMulticloud/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:GenesysEngageMulticloud | |||||||||||
| Draft:GenesysEngageMulticloud/Library/Library | Library | Genesys Multicloud CX Source Content Library | * -Genesys Multicloud CX Capabilities ** GEcCap ** GEcUC ** GEcTelCon ** GEcCompliance | no | no | Form:ArticleUnstructured | Form:Article • Form:ArticleSimplified | Library | Draft:GenesysEngageMulticloud | ||||||
| Draft:GPR/9.0.0/Deployment | Deployment | Predictive Routing Deployment and Operations Guide | *- Contents ** Welcome ** quickStart ** newFeatures ** preReqs ** envPrereqs ** architecture ** thirdParty ** sizing ** dataReqs ** encodings ** deploy ** cfgJop ** HA ** scaling ** cfgAsc ** cfgOptions ** startStop ** agentScoring ** routingInt ** ixnFlows ** cfgSubroutines ** cfgComposerSubs ** GIMintegration ** ops ** ASCops ** Logging ** subsOps ** dbMaintenance ** troubleshooting ** glossary ** GDPR | no | no | Form:Article | Form:ArticleUnstructured | 9.0.0 | Draft:GPR | ||||||
| Draft:GVP/Current/GVPPEGuide | GVPPEGuide | Genesys Voice Platform Private Edition Guide | * -Overview ** Overview ** Architecture-HL ** ArchitectureGVPConfigurationServer ** ArchitectureGVPServicDiscovery ** ArchitectureGVPReportingServer ** ArchitectureGVPResourceManager ** ArchitectureGVPMediaControlPlatform ** HADR * -Configure and deploy ** Planning ** Configure ** Provision ** Deploy ** DeployTest01 ** DeployTest02 ** DeployTest03 * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** GVP Configuration Server Metrics ** GVP Service Discovery Metrics ** Reporting Server Metrics ** Resource Manager Metrics ** GVP MCP Metrics ** Logging | no | no | Form:Article | Form:ArticlePEServiceArchitecture • Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServiceUpgrade | Current | Draft:GVP | Genesys Voice Platform is a service available with the Genesys Multicloud CX private edition offering. | 512b7e2b-c4f0-4ba9-ab15-e6a4d3180b45 | ||||
| Draft:GVP/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:GVP | |||||||||||
| Draft:GWS/Current/GWSPEGuide | GWSPEGuide | Genesys Web Services and Applications Private Edition Guide | * -Overview ** Overview ** Architecture ** HADR * -Configure and deploy ** Planning ** Configure ** ConfigureTLS ** Deploy ** ConfigureIngress ** DeployIngress ** Provision * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** GWSMetrics ** WorkspaceMetrics | no | no | Form:Article | Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServicePorts • Form:ArticlePEServiceUpgrade | Current | Draft:GWS | Genesys Web Services and Applications is a service available with the Genesys Multicloud CX private edition offering. | 11ff3d39-ae2b-4526-b7e5-7dcdf781ef01 | ||||
| Draft:GWS/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:GWS | |||||||||||
| Draft:HCA/Current/Admin | Admin | Health Check Agent Administrator's Guide | * -Overview ** Introduction * -Deployment ** Configurations * -HCA ** Package ** User Interfaces *** Consul *** Grafana | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:HCA | ||||||
| Draft:HCA/Current/Deployment | Deployment | Health Check Agent Deployment Guide | * -Plan & Prepare your Environment ** Prerequisites ** Architecture * -Deployment & Configuration ** Deployment Instructions ** Configuration ** Containerization ** Grafana Access ** Logs * -Features ** Consul Service ** Availability Service ** Voice Health Check ** Dashboard and Alarms ** Monitoring Service ** Telemetry Integration ** Metrics | no | no | Form:Article | Current | Draft:HCA | |||||||
| Draft:HCA/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:HCA | |||||||||||
| Draft:HCA/Internal/Deployment | Deployment | Health Check Agent Deployment Guide | * -Plan & Prepare your Environment ** Prerequisites ** Architecture * -Deployment & Configuration ** Deployment Instructions ** Configuration ** Containerization ** Grafana Access ** Logs * -Features ** Consul Service ** Availability Service ** Voice Health Check ** Dashboard and Alarms ** Monitoring Service ** Telemetry Integration ** Metrics | no | no | Form:Article | Internal | Draft:HCA | |||||||
| Draft:IXN/Current/IXNEventsandModels | IXNEventsandModels | Interaction Server Events Reference | * -Topics ** Topics * -Events ** Events * -Event Attributes ** Attributes | no | no | Form:ArticleSimplifiedWikiEdit | Form:Article • Form:GetStarted • Form:TaskSummary | Current | Draft:IXN | This document introduces you to the agent- and interaction-related events that you might encounter in a Genesys Interaction Server deployment. You will find the following information in this guide:
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| Draft:IXN/Current/IXNPEGuide | IXNPEGuide | Interaction Server Private Edition Guide | * -Overview ** Overview ** ArchitectureIXN ** HADR * -Configure and deploy ** Planning ** Configure ** Provision ** Deploy * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** Interaction Server metrics ** Logging | no | no | Form:Article | Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServiceArchitecture • Form:ArticlePEServiceUpgrade | Current | Draft:IXN | Interaction Server is a service available with the Genesys Multicloud CX private edition offering. | 5b93c36d-cbc2-49e6-97d9-b0ed4b69aff4 | ||||
| Draft:IXN/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:IXN | |||||||||||
| Draft:Mixed/Current/Deployment | Deployment | Genesys Multicloud CX Mixed Mode Use Cases | * -Overview ** Overview ** UseCases ** SuiteRequirements ** GeneralArchitecture ** TLSLegacySever * -Inbound ** IVWWESIP ** IVWWEWebRTC ** IVWebRTCWebPhone * -Outbound ** OCWWE ** OCWDE ** OCAgentless * -Reporting ** StandaloneReportingUI * -Digital Channels ** DCWWEeServices ** DCWWENexus * -Bots ** BotsVoice ** BotsChat * -Standalone ** StandaloneDesigner ** StandaloneAuth ** StandaloneGVP * -Genesys Choice ** BDSEngage ** BDSMixedMode ** BDSMixedModeGVP | no | no | Form:Article | Form:ArticleSimplified • Form:ArticleSimplifiedWikiEdit | Current | Draft:Mixed | ||||||
| Draft:Mixed/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:Mixed | |||||||||||
| Draft:PE-GPR/9.0.0/Deployment | Deployment | Genesys Predictive Routing Deployment and Operations Guide | * -Getting Started ** quickStart * -System Requirements, Prerequisites, and Planning ** envPrereqs ** architecture ** sizing * -Install and Configure Predictive Routing ** DataLoader ** DL-CfgFile ** DL-EKS ** DL-ESAWS ** DL-CFEP ** dataReqs ** gdpr ** cfgSubroutines ** GIMintegration ** GPRbilling ** startStop * -Routing Scenarios and Agent Scoring ** ixnFlows ** agentScoring * -Monitoring On-Premises Components ** ASCops ** subsOps | no | no | Form:Article | Form:ArticleKVP • Form:ArticleUnstructured • Form:TaskSummary | 9.0.0 | Draft:PE-GPR | ||||||
| Draft:PE-GPR/9.0.0/Developers | Developers | Predictive Routing Developer's Guide | * -GPR API Reference ** gpr-api * -How to Use the API ** SearchAnalyze ** Authentication | no | no | Form:Article | Form:ArticleUnstructured | 9.0.0 | Draft:PE-GPR | ||||||
| Draft:PE-GPR/9.0.0/Help | Help | Genesys Predictive Routing Help | * -Manage accounts, roles, and users ** PrMConfig ** cfgAccounts ** cfgUserMgmt ** cfgUserProfile * -Monitor trends and performance ** Reports ** AIMonitoring ** ModelAccuracy ** KPIOutcome | no | no | Form:Article | Form:ArticleUnstructured • Form:TaskSummary | 9.0.0 | Draft:PE-GPR | ||||||
| Draft:PE-GPR/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PE-GPR | |||||||||||
| Draft:PE-GPR/Staff/Help | Help | Genesys Predictive Routing Staff Help | * -Manage accounts, roles, and users ** PrMConfig ** cfgAccounts ** cfgUserMgmt ** cfgUserProfile * -View data uploads ** dataUpload ** cfgCustomers ** cfgAgents ** viewDatasets * -Create and train predictors and models ** ConfigPredictModels ** Predictors ** metricsMinMax ** Models ** modelTesting ** ixnFlows ** agentScoring * -Monitor trends and performance ** Reports ** AIMonitoring ** ModelAccuracy ** KPIOutcome ** AgentsPage ** CustomersPage ** DatasetsPage ** AgtVarReport ** FAReport * -View jobs ** Monitor Jobs * -Upload data ** uploadOverview ** +PE-GPR/9.0.0/Deployment/dataReqs ** UploadCustomers ** uploadAgents ** Datasets | no | no | Form:Article | Form:ArticleUnstructured • Form:TaskSummary | Staff | Draft:PE-GPR | ||||||
| Draft:PEC-AD/Current/Agent | Agent | Agent • Supervisor | Agent Workspace Agent's Guide | * -Get started ** AD ** ADQuickStart ** +PEC-Agent/Login ** ADNav ** ADTeamCommunicator ** ADintinter ** ADVideos ** ADVideoGallery * -Interacting with contacts ** ADchannels ** ADVoice ** ADGoogleAgentAssist ** TestAgentAssist ** TestAgentAssist2 ** ADOutbound ** ADemail ** ADMessaging ** ADWorkitems ** ADCallback ** ADResponses ** ADKnowledgeCenter ** ADcobrow ** ADPredictive_Engagement * -Contacts, history, and workbins ** ADcustinter ** ADcontacts ** ADhist ** ADRelated ** ADMyWorkbins * -Classic Chat ** ADChat ** ADFacebook ** ADTwitter ** ADSMS ** ADWhatsApp | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-AD | |||||
| Draft:PEC-AD/Current/Supervisor | Supervisor | Agent Desktop Supervisor's Guide | *- Contents ** ADsuper | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-AD | ||||||||
| Draft:PEC-AD/Current/WWEPEGuide | WWEPEGuide | Workspace Web Edition Private Edition Guide | * -Overview ** Overview ** Architecture ** HADR ** Ports * -Configure and deploy ** Planning ** Configure ** Provision ** Deploy * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** WWEMetrics ** Logging * -Feature Configuration ** AgentAssistConfig ** RichMessage | no | no | Form:Article | Form:ArticlePEServiceArchitecture • Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticlePEServicePorts • Form:ArticlePEServiceUpgrade • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticleSimplifiedWikiEdit | Current | Draft:PEC-AD | Workspace Web Edition is a service available with the Genesys Multicloud CX private edition offering. | 9cbd9a42-4bdc-4205-948a-8c130eb304a2 | ||||
| Draft:PEC-AD/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-AD | |||||||||||
| Draft:PEC-Admin/Current/Admin | Admin | PlatformAdministration | Administrator | Cloud Basics for Administrators | * -Administration basics ** Get started ** Portal ** WcagPortal ** PortalMetrics ** Applications ** SSO ** Popular tasks ** voicetaxes * -Genesys Multicloud CX overview ** BasicCloudServiceElements ** DigitalServices ** InboundServices ** RoutingServices ** AnalyticsServices ** OutboundServices ** SelfServeAutomationServices ** CollaborationServices ** WEMServices ** OmnichannelDesktopServices ** IntegrationServices ** OpenPlatformServices * -Genesys Multicloud CX policies ** DataRetentionpolicy ** Wirelessoutofbandmgmt ** Support | no | no | Form:Article | Form:ArticleUnstructured • Form:TaskSummary | Current | Draft:PEC-Admin | ||||
| Draft:PEC-Admin/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-Admin | |||||||||||
| Draft:PEC-Agent/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-Agent | |||||||||||
| Draft:PEC-AS/Current/ManageCC | ManageCC | Manage your Contact Center in Agent Setup | * -Get started ** Getting started * -Agent Setup basics ** Templates ** Business attributes ** Bulk operations ** Routing management ** Hierarchy ** CC options overview ** Onboarding scenario ** View audit trail ** Transactions * -Configure interaction channels ** Multi-channel ** ASCapRules ** Channels options *** Chat options *** Email options *** Facebook options *** Outbound options *** Twitter options *** Voice options *** Workitem options ** My Channels options * -Create and manage users ** Agent options overview ** Create agents ** Export agent accounts ** Create agent groups ** Create skills ** Create agent states ** Agent Annex * -Configure login options ** Global Login ** Single Sign-On * -Configure interaction applications ** VoicemailAS ** Voicemail ** Genesys Softphone ** Email addresses and mailboxes * -Manage routing options * -Configure interaction settings ** Case and toast data ** Caller ID * -Configure and manage contacts ** Contacts ** Work with Global Favorites ** Interaction history advanced search * -Enable access to standard responses and resources ** Standard Response Library options ** External URLs ** Feedback * -Configure wrap-up options ** Dispositions * -Manage statistics ** Statistics options ** Agent and contact center statistics * -Desktop Options ** Desktop Views options ** Supervisor options ** Recording options ** Service Client options * -Gplus Salesforce ** Salesforce options * -Recording Connector ** Keys ** Blob Storage * -Platform administration ** Platform administration ** Access groups ** Roles ** VQs ** DNs | no | no | Form:Article | Form:ArticleUnstructured • Form:GetStarted • Form:TaskSummary | Current | Draft:PEC-AS | ||||||
| Draft:PEC-AS/Current/Source | Source | Agent Setup Genesys Multicloud CX Administrator's Guide | *- Contents ** AgentSetup ** overview ** ASBulkImport ** ConfigCallcenter ** DesktopSettings ** SAML ** DigEmail ** ASStatistics ** umgrAgentGroups ** umgrTransactions ** umgrTemplates ** umgrCRMAdapter ** ASRouting ** umgrDesktopOptions ** umgrChannels ** ASStandardResponse ** ASStatisticsOptions ** umgrGlobalLogin ** umgrSupervisor ** umgrVoice ** umgrChat ** umgrEmail ** ASOutbound ** ASFB ** ASTwitter ** ASOpenMedia ** umgrRecording ** umgrContact ** ASIntHistorySearch ** umgrStandardResponse ** ASSoftphone ** umgrFeedback ** ASMyChannels ** ASServiceClient ** UserMan ** DigEmailAddress ** AgentSetupSharedAttributes ** AgentSetupArticalFavorites ** ASAudit | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-AS | ||||||
| Draft:PEC-AS/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-AS | |||||||||||
| Draft:PEC-ATC/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-ATC | |||||||||||
| Draft:PEC-CAB/Current/Administrator | Administrator | Callback Administrator's Guide | * -Get started ** GES ** CallbackScenarios ** ProvisionCallback ** CallbackRLP ** CallbackRESTAPIsandTutorials * -Manage callbacks ** ManagingCallbacks ** CallbackPatterns ** CallbackCapacity ** CallbackRegionAffinity ** CallbackTools * -Manage credentials for features ** CallbackPushNotification ** CallbackCaptcha ** CallbackStatisticsAPI * -Provision and monitor Click-To-Call-In ** ProvisionClickToCallIn ** CallbackCallInGroups ** CallbackCallIn * -Troubleshooting and advanced administration tools ** CallbackDeveloper | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-CAB | ||||||
| Draft:PEC-CAB/Current/CABPEGuide | CABPEGuide | Genesys Callback Private Edition Guide | * -Overview ** Overview ** ArchitectureMain ** HADR * -Configure and deploy ** Planning ** Configure ** Deploy ** Provision ** ProvisionAPIKey * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** CallbackMetrics | no | no | Form:Article | Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServiceArchitecture • Form:ArticlePEServiceUpgrade | Current | Draft:PEC-CAB | Genesys Engagement Service (GES) provides callback and click-to-call-in services, which are available with the Genesys Multicloud CX private edition offering. | 58e238b9-a7f6-4af9-8050-0fe1b7cb1c39 | ||||
| Draft:PEC-CAB/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-CAB | |||||||||||
| Draft:PEC-CDDS/Current/Admin | Admin | Cloud Data Download Service Administrator's Guide | * -Get started ** GetStarted * -Manage data exports ** Create data export jobs ** Download data export files ** Contact History Export Reference | no | no | Form:Article | Form:ArticleUnstructured • Form:FAQ • Form:TaskSummary | Current | Draft:PEC-CDDS | ||||||
| Draft:PEC-CDDS/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-CDDS | |||||||||||
| Draft:PEC-Chat/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-Chat | |||||||||||
| Draft:PEC-COB/Current/Developer | Developer | Co-Browse Administrator's Guide | *- Contents ** GCB ** GCBCobrowseRestrictionsMgr ** GCBCobrowseSessions ** GCBCobrowseLocalization ** GCBCobrowseJavaScriptAPI ** GCBCobrowseRealtimeAPI | no | no | Form:Article | Form:ArticleUnstructured • Form:GetStarted • Form:TaskSummary | Current | Draft:PEC-COB | ||||||
| Draft:PEC-COB/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-COB | |||||||||||
| Draft:PEC-Cobrowse/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-Cobrowse | |||||||||||
| Draft:PEC-DC/Current/Administrator | Administrator | Digital Channels Administrator's Guide | * -Get started with Digital Channels ** AdvancedChat ** ConfigureAgentUI * -Set up Messaging Channels ** GSEFacebookTwitter ** GSEWhatsApp ** GSEHub ** GSEServiceChannel ** GSESMS * -Digital Channels Admin ** About ** PII ** StandardResponses ** FieldCodes ** CustomVars ** APIKeys ** TenantSettings ** SMSKeywords * -Privacy * -Responses * -Provisioning * -New UIs - location unclear - do not publish ** AIIntegration ** SMSNumbers | Form:Article | Form:ArticleUnstructured • Form:GetStarted • Form:TaskSummary | Current | Draft:PEC-DC | ||||||||
| Draft:PEC-DC/Current/DCPEGuide | DCPEGuide | Digital Channels Private Edition Guide | * -Overview ** Overview ** Architecture ** HADR * -Configure and deploy ** Planning ** Configure ** Deploy * -Upgrade, roll back, or uninstall ** Upgrade * -Integrate and provision ** ProvisionOverview ** PreConfig ** EnableTenant ** ProvisionAPI ** ProvisionSMS ** ProvisionEmail * -Configure and deploy AI Connector ** OverviewAIConnector ** PlanningAIConnector ** ConfigureAIConnector ** DeployAIConnector ** ProvisionAIConnector * -Observability ** Observability ** DCMetrics | no | no | Form:Article | Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticlePEServiceUpgrade | Current | Draft:PEC-DC | Digital Channels is a service available with the Genesys Multicloud CX private edition offering. | 9e7aa6a5-e8c6-4d8c-816f-4790127eabe7 | ||||
| Draft:PEC-DC/Current/Developers | Developers | Digital Channels Developer's Guide | * -Developer tasks ** FinalizeChat ** ChatCrossDomain | no | no | Form:Article | Form:TaskSummary | Current | Draft:PEC-DC | Digital Channels provides APIs you can use to build custom chat applications and deliver messages between Digital Channels and third-party services such as SMS or email. | |||||
| Draft:PEC-DC/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-DC | |||||||||||
| Draft:PEC-DD/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-DD | |||||||||||
| Draft:PEC-Dev/Current/Administrator | Administrator | Genesys Multicloud CX Administrator's Guide | *- Contents ** DeveloperConsole ** DeveloperSandbox ** APIs ** ServiceClientAPI ** AgentNamespace ** ConfigurationNamespace ** EmailNamespace ** InteractionNamespace ** MediaNamespace ** SystemNamespace ** VoiceNamespace | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-Dev | ||||||
| Draft:PEC-Dev/Current/DevConsole | DevConsole | Developer Console Users Guide | *-Get started **Using the Developer Console | no | no | Form:Article | Form:ArticleUnstructured • Form:FAQ • Form:TaskSummary | Current | Draft:PEC-Dev | ||||||
| Draft:PEC-Dev/Current/SCAPI | SCAPI | Service Client API Reference | *- Get started ** ServiceClientAPI *- Reference information ** AgentNamespace ** ConfigurationNamespace ** EmailNamespace ** InteractionNamespace ** MediaNamespace ** SystemNamespace ** VoiceNamespace | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-Dev | ||||||
| Draft:PEC-DevC/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-DevC | |||||||||||
| Draft:PEC-Developer/Current/Developers | Developers | App Studio User's Guide | * -Get started ** GetStarted * -Test ** Test 1 *** Test 2 | no | Form:TaskSummary • Form:GetStarted | Current | Draft:PEC-Developer | ||||||||
| Draft:PEC-Developer/Current/SCAPI | SCAPI | Service Client API Reference | * -Get started ** ServiceClientAPI * -Namespaces ** AgentNamespace ** ConfigurationNamespace ** EmailNamespace ** InteractionNamespace ** MediaNamespace ** SystemNamespace ** VoiceNamespace ** OutboundNamespace ** AuthNamespace ** MessengerNamespace | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-Developer | ||||||
| Draft:PEC-Developer/Current/WebAPIs | WebAPIs | Genesys Multicloud CX Web-based API Reference | * -Get started ** Getting started * -Authentication API ** Authentication API ** Authentication * -CX Contact Service API ** CX Contact Service API ** Administration ** Analytics ** Automation jobs ** Callerid-sets ** Campaigns ** Compliance ** Contact-lists ** Dial ** Environment ** History-data ** Labels ** Mapping-schemas ** Outbound schedules ** Profiles ** Security ** Specifications ** Templates * -Cloud Data Download Service API ** Cloud Data Download Service API ** Data-download * -Consumer Messaging API ** Consumer Messaging API ** Chat session * -Engagement API ** Engagement API ** Availability ** Call-in ** Callbacks ** Estimated-wait-time ** Queue-status ** Engagement Statistics * -Intelligent Workload Distribution API ** Intelligent Workload Distribution API ** Actions ** Basic ** Search * -Interactions Webhook ** Interactions Webhook Overview ** Interactions Webhook * -Provisioning API ** Provisioning API ** Provisioning Session ** Objects ** Operations ** Capacity-rules ** Email-settings ** Export ** Import ** Provisioning Notifications ** Options ** Recording-certificates ** Settings ** Provisioning Statistics ** Storage ** Users-deprecated ** Whitelist * -Secure Email API ** Secure Email API ** Secure email * -Statistics API ** Statistics API ** Statistics ** Statistics Notifications * -Task Routing API ** Task Routing API ** Openmedia * -Third-Party Messaging API ** Third-Party Messaging API ** Third-party messaging ** Third-party messaging webhook * -User Data Management ** User Data Management API ** UDM Data-download * -Workspace API ** Workspace API ** Workspace Session ** Voice ** Media ** Chat ** Workspace Notifications ** Reporting ** Targets | no | no | Form:ArticleUnstructured | Current | Draft:PEC-Developer | This guide provides an overview of Genesys Multicloud CX web-based APIs. The Introduction to Engage Cloud APIs provides generic information you will find helpful when working with these APIs. Once you have reviewed that content, details about specific APIs are provided on the following pages:Authentication OverviewCX Contact Service Overview - WIP
Cloud Data Download Service OverviewWarning The Cloud Data Download Server (CDDS) API has been deprecated. Please use the User Data Management API instead.Consumer Messaging Overview - WIPEngagement Overview - WIPIntelligent Workload Distribution Overview - WIPInteractions Webhook OverviewProvisioning Overview - WIP
Secure Email Overview - WIPStatistics OverviewTask Routing Overview - WIPThird-Party Messaging OverviewUser Data Management OverviewWorkspace Overview - WIP |
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| Draft:PEC-Developer/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-Developer | |||||||||||
| Draft:PEC-Email/Current/EmailPEGuide | EmailPEGuide | Email Private Edition Guide | * -Overview ** Overview ** Architecture ** HADR * -Configure and deploy ** Planning ** Configure ** Provision ** Deploy * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** EmailMetrics | no | no | Form:Article | Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServiceArchitecture | Current | Draft:PEC-Email | Genesys Multicloud CX Email is a service available with the Genesys Multicloud CX private edition offering. | b2d1432d-5111-43be-90fa-3abe7e48df15 | ||||
| Draft:PEC-Email/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-Email | |||||||||||
| Draft:PEC-ES/Current/Administrator | Administrator | eServices Manager Administrator's Guide | * -Get started ** GetStarted * -Standard Responses ** categSR ** createcat ** createSR * -Field codes ** fieldcode ** FCinKM ** variables ** FCanatomy ** FCexmpls * -Screening rules ** ScrRules ** SRuleUse ** SRuleRef * -Managing and working with objects ** manageObjs | no | no | Form:Article | Form:ArticleUnstructured • Form:GetStarted • Form:TaskSummary | Current | Draft:PEC-ES | ||||||
| Draft:PEC-ES/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-ES | |||||||||||
| Draft:PEC-GPA/Current/Administrator | Administrator | Gplus Adapter for Salesforce Administrator's Guide | * -Contents ** GplusSalesforce ** GPlusSalesforceLightning ** GplusPrivateEdition ** GplusSalesforceClassic ** GPlusMigration90 ** GPlusSSO90 ** GPlusGenFeatures ** GplusClickToDial90 ** GplusScreenPop90 ** GplusActivityHistory90 ** GplusServiceClientAPI ** GplusTroubleshoot90 | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-GPA | ||||||
| Draft:PEC-GPA/Current/Agent | Agent | Gplus Adapter for Salesforce Agent's Guide | *- Contents ** GPASFL ** GPASFLGettingStarted ** GPASFLWWE ** GPASFLClickToDial ** GPASFLScreenPops ** GPASFLActivityHistory | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-GPA | ||||||
| Draft:PEC-GPA/Current/GPAPEGuide | GPAPEGuide | Gplus Adapter for Salesforce Private Edition Guide | * -Overview ** Overview ** Architecture ** HADR ** Ports * -Configure and deploy ** Planning ** Configure ** Provision ** Deploy * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** GPAMetrics ** Logging | no | no | Form:Article | Form:ArticlePEServiceArchitecture • Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticlePEServicePorts • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServiceDeploy | Current | Draft:PEC-GPA | Gplus Adapter for Salesforce is a service available with the Genesys Multicloud CX private edition offering. | 3b197531-cf8d-4fc3-84c6-6adb407be794 | ||||
| Draft:PEC-GPA/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-GPA | |||||||||||
| Draft:PEC-GS/Current/Administrator | Administrator | Genesys Softphone Administrator's Guide | * -Get started ** SPOverview * -Deploy and configure Genesys Softphone ** SPDeploy ** SPSSO ** SPOptions ** SPSettings ** Accessibility | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-GS | ||||||
| Draft:PEC-GS/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-GS | |||||||||||
| Draft:PEC-GSM/9.0/ADInst | ADInst | Genesys Skills Management Installation and Configuration Guide for Active Directory SSO | * -Contents * -Prerequisites ** Prerequisites ** IISConfigure * -Creating and Configuring Services ** ServiceCreate ** ServiceConfigure | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/Admin | Admin | Performance DNA Data Uploader Application Guide | *- Contents ** Prereq ** KPIinstallation ** KPIUploads ** OrgDataUploads ** Scheduling | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/AIUG | AIUG | Genesys Skills Management Automated Install and Upgrade Guide | * -Contents * -Prerequisites ** Prerequisites ** InstallUpgradeProcess ** CommandLineInstallation ** ExportedPortalUsers * -About OrgData ** Orgdata ** SettingOrgdata ** ConfigWFMFields ** ConfigReqFields * -Configure Data Sources ** ConfigDataSources ** ConfigWFMDataSources ** ConfigCSVDataSources * -Import OrgData ** ImportCSVFile ** OrgDataAPI ** OrgDataValidate ** OrgDataRun * -Additional Steps ** AdditionalStepsRequiredtoCompleteanUpgradetoVersion4.8 ** PostUpgradeSteps ** GlobalSettings ** GlobalEvents * -Performance DNA Billing ** Billing ** SFBillingConfiguration ** PureConnectBillingConfiguration ** PureConnectBillingView * -About Licensing ** Licensing ** LicenseValidation | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/AzInst | AzInst | Genesys Skills Management Installation Guide for Microsoft Azure | * -Contents * -Deployment Prerequisites ** Prerequisites ** AzureDep * -Other Parameters ** CustomDomains ** OptionalCommands | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/KBA | KBA | Genesys Skills Management Knowledge Base Articles | * -Contents * -Knowledge Base Articles ** KB00002 ** KB00004 ** KB00005 ** KB00006 ** KB00007 ** KB00008 ** KB00009 ** KB00010 ** KB00011 ** KB00012 | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/Loc | Loc | Genesys Skills Management Localization Guide | * -Contents ** Introduction ** CreatingLocalizedFilesforyourchosenlanguage ** Deployingnewlocalizationfilestoyoursystem ** InstallingLanguagePacks | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/PDNAA | PDNAA | Performance DNA Administrator Guide | * -Contents ** Login *- Creating and Managing Users ** CreatingandManagingUsers ** ArchivingUsers *- Managing Hierarchy ** ManageHierarchy ** HierarchyImportFunctionality *- Floating pages ** ManagingUserPermissions ** DefiningandManagingRoles *** Built-InRoles ** CreatingTemplatesAssociatedtoRoles ** CreateNewRoles *- System Settings ** SystemSettings *** UserFields *** Authentication *** Widgets *** GeneralSettings *** EventSettings *** ProcessOrgData *** HTTPSSupport ** Groups *** Hierarchy ** Rules-BasedAssignments ** ManageAssessments *** CreatinganAssessment **** Questions **** Certificates *** PrintinganAssessment *** ImportExport ** KnowledgeNudges *** CreatingKnowledgeNudges ** ManagingLearningItems *** CreatingLearningItems *** EditingLearningItems *** DeletingLearningItems *** FilteringViewofLearningItems *** GenesysEWMLearningItemIntegration ** CreatingFeedbackAssessments ** EmailNotificationService *** ConfiguringEmailSettings **** EnablingEmailEvents ** AssigningAssessmentstoIndividualUsers ** DateRestrictionsonAssessments ** AbilitytoResetMultipleUserTests ** CreateCustomizableCertificatesperAssessment *** CreatingCertificates *** AddingTexttoacertificate *** Addinganimagetoyourcertificate *** Assigningyourcertificatetoanassessment *** RecallingAwardedCertificates ** Reports *** FeedbackResultsReport *** KnowledgeNudgeReports *** AssessmentReport *** FeedbackReport *** AdminReports *** UserResultDetail *** UsingtheReportFiltersOption *** LoadingReportFilters *** UserFeedbackResponsePercentages *** QuestionResponseSummary *** AdminReportUserFilterHierarchy *** DurationColumnwithintheUserResultDetailReport *** FeedbackDeploymentModels ** ManagingandViewingCrystalReports *** ReportParameters *** ManagingReportSettings *** ViewingReports *** RestrictingReportResults *** Skillsroute *** SkillsDNACreation *** ManuallyManagingDNABaseData *** ManagingBaseDataDefinitionswithExcel **** CreatingNewBaseDataDefinitionsfromaSpreadsheet **** UpdatingBaseDataDefinitionsfromaSpreadsheet **** LearningItems *** CalculatedData **** SearchingandfilteringCalculatedData **** CalculatedDataStatus **** ViewofCalculatedData **** NewCalculatedDataForm *** ImportKPIData **** ManuallyImportingKPIdata **** DeletingPreviouslyImportedData **** AutomaticallyImportingKPIData *** MyDNA **** DateRange **** DataVisualisation **** DataIssues *** DNAComparison **** DateRange **** StrandSelector **** UserSelection **** LoadingandSavingFilters **** DataVisualisation **** DataIssues **** UserDrilldown **** LearningItemDrilldown *** DNAUserProgressGraph **** DateRange **** DataType **** Users **** LoadingandSavingFilters **** TheTimeseriesGraph *** UpdateRoutingSkillsfromDNA ** Branding *** BrandingOptions *** SettingBranding *** RestoreBrandingtoDefaults ** SkillsAnalysis ** PersonalDevelopmentReview *** Settingthenumberofobjectivetargetsforusers *** PDRPage *** PDRDashboardPage **** ObjectiveActionsScreen *** PDRAdminPage **** PDRPotentialAssessment **** PDRDefinedReviewWindows **** PDREmailNotifications *** Featurenotes **** PDRDashboardWidget ** Appendix1 *** DNAImportService *** LMSLearningItemIntegration *** ConfiguringGISAuthentication * New entry | no | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||||
| Draft:PEC-GSM/9.0/PDNAM | PDNAM | Performance DNA Manager Guide | * -Contents * -Assessment ** LoggingIn ** TakinganAssessment ** TypesofAssessments * -View Results ** ViewingResults ** ViewingFeedbackResults ** ManagingandViewingCrystalReports * -Miscellaneous ** Certificates ** DNA ** ChangingYourPassword ** PersonalDevelopmentReviews ** LoggingOut | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/PDNAU | PDNAU | Performance DNA Agent User Guide | * -Contents * -Assessment ** LoggingIn ** TakinganAssessment ** ViewingResults ** ViewingFeedbackResults * -Reviews ** Certificates ** DNA ** PersonalDevelopmentReview ** LoggingOut | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/SOO | SOO | Genesys Skills Management System Overview and Operations Guide | * -Contents * -Logical Overview ** FunctionalDiagram ** Protocols ** InstalledAppsandDBs * -About General Operations ** OpsGeneral * -Monitoring and Troubleshooting ** OpsAppsandServices ** OpsProblemHandling ** OpsShutdown * -Product Dependencies ** ProdVersionDependencies ** FirewallReqts | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/TPOSR | TPOSR | Genesys Skills Management Genesys Skills Management 3rd Party and Open Source Reference | *- Contents ** Welcome | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/9.0/UEA | UEA | Genesys Skills Management PureConnect Data Extractor Application Guide | * -Contents * -Install and Run ** Environment ** InstallationSetup ** RunningApplication | no | no | Form:Article | Form:ArticleUnstructured | 9.0 | Draft:PEC-GSM | ||||||
| Draft:PEC-GSM/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-GSM | |||||||||||
| Draft:PEC-Hybrid/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-Hybrid | |||||||||||
| Draft:PEC-IVR/Current/Administrator | Administrator | IVR Administration Genesys Multicloud CX Administrator's Guide | * -Contents ** Operations ** EntIVR *** ManageDID *** IVRprov ** GVP *** GVPProvisionIVR *** GVPCreateDID | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-IVR | ||||||
| Draft:PEC-IVR/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-IVR | |||||||||||
| Draft:PEC-IWD/Current/Administrator | Administrator | Intelligent Workload Distribution Administrator's Guide | * -Get started ** IWD ** IWDSetup ** IWDTestProvision ** IWDRBAC ** IWDIntegrateWFM ** EmailSetup ** IWDOfficeMailbox ** IWDGmailMailbox ** IWDFAQ * -Configure IWD ** IWDSettings ** IWDSummary ** IWDCategories *** IWDQueries ** IWDPrioritization ** IWDEndpoints ** IWDMailboxes ** IWDOptions * -Use Workload Manager ** IWDManager ** IWDGTL ** IWDMonitor * How IWD works * IWDTaskSummary | Form:CreateStandaloneArticle | Form:ArticleUnstructured • Form:FAQ • Form:HIW • Form:TaskSummary | Current | Draft:PEC-IWD | ||||||||
| Draft:PEC-IWD/Current/IWDDMPEGuide | IWDDMPEGuide | IWD Data Mart Private Edition Guide | * -Overview ** Overview ** Architecture ** HADR * -Configure and deploy ** Planning ** Configure ** Provision ** Deploy * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** IWDDM metrics and alerts | no | no | Form:Article | Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServiceArchitecture • Form:ArticlePEServiceUpgrade | Current | Draft:PEC-IWD | IWD Data Mart (IWDDM) is a service available with the Genesys Multicloud CX private edition offering. | c160305a-8641-4279-b8b6-9889cb1cb568 | ||||
| Draft:PEC-IWD/Current/IWDPEGuide | IWDPEGuide | Intelligent Workload Distribution Private Edition Guide | * -Overview ** Overview ** Architecture ** HADR * -Configure and deploy ** Planning ** Configure ** Provision ** Deploy * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** IWD metrics and alerts | no | no | Form:Article | Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServiceArchitecture • Form:ArticlePEServiceUpgrade | Current | Draft:PEC-IWD | Intelligent Workload Distribution (IWD) is a service available with the Genesys Multicloud CX private edition offering. | 61134e9d-ba5b-4bbf-835a-81c0536c916f | ||||
| Draft:PEC-IWD/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-IWD | |||||||||||
| Draft:PEC-OU/Current/CXContact | CXContact | Outbound (CX Contact) CX Contact Help | * -Get started ** GetStarted * -CX Contact Basics ** Introduction ** Terminology ** Channels ** DialingModes ** PacingOptions ** TimeZones ** RBAC ** PBAC * -Campaigns ** CampaignsTab ** CampaignsPage ** DialingProfile ** Campaigns ** CampaignGrps ** SMSCampaign ** EmailCampaign ** CallerIDSets ** TimeConstraints ** ApplyTreatments ** DeliveryRetry ** DeviceEscalation ** SCXML * -Lists ** ListsTab ** AboutLists ** Lists ** FieldLabels ** ListRules ** ListFilters ** ListWeighting ** FTPAutomation ** TriggerRules ** DataMapping ** AdvInput ** ListsSpecFiles ** ContactSearch * -Compliance ** ComplianceTab ** CompTools ** Suppression ** Consent * -CX Contact Analytics ** Analytics ** dashboardconfiguration ** importexport ** dashboardrowconfig ** createpanel ** job ** Filters ** calllistloading ** preloading ** campaigngroupevent ** callresult ** contacthistory ** smsemail ** smsnx ** useractions ** SchedulesDashboard * -Schedules ** Schedules ** CreateEditSchedule * -Settings ** SettingsTab | no | no | Form:Article | Form:ArticleUnstructured | Current | Draft:PEC-OU | ||||||
| Draft:PEC-OU/Current/CXCPEGuide | CXCPEGuide | Outbound (CX Contact) Private Edition Guide | * -Overview ** Overview ** Architecture new ** HADR ** Ports * -Configure and deploy ** Planning ** Configure ** Deploy ** Provision * -Upgrade, roll back, or uninstall ** Upgrade * -Observability ** Observability ** APIAMetrics ** CPGMMetrics ** CPLMMetrics ** DMMetrics ** JSMetrics ** LBMetrics ** LMMetrics | no | no | Form:Article | Form:ArticlePEServiceMetrics • Form:ArticlePEServiceObservability • Form:ArticleUnstructured • Form:TaskSummary • Form:ArticlePEServiceArchitecture • Form:ArticlePEServicePorts | Current | Draft:PEC-OU | CX Contact is a service available with the Genesys Multicloud CX private edition offering. | bd34fb74-a5d2-4463-8a08-05cb52928172 | ||||
| Draft:PEC-OU/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-OU | |||||||||||
| Draft:PEC-PA/Current/Administrator | Administrator | Platform Administration Help | * -Get started ** GetStarted * -Accounts ** VQs * -Switching ** AgentLogins ** DN ** DNGroup * -Voicemail Management ** Provisioning | no | no | Form:ArticleUnstructured • Form:GetStarted • Form:TaskSummary • Form:Article | Current | Draft:PEC-PA | |||||||
| Draft:PEC-PA/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-PA | |||||||||||
| Draft:PEC-PDNA/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-PDNA | |||||||||||
| Draft:PEC-PEC-IWD/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-PEC-IWD | |||||||||||
| Draft:PEC-Portal/Internal/AdminDashboard | AdminDashboard | Workspace Administration Dashboard | Internal | Draft:PEC-Portal | |||||||||||
| Draft:PEC-REC/Current/Admin | Admin | Genesys Recording, Quality Management, and Speech Analytics 8.5.512 | * -Introduction to SpeechMiner ** Introduction to SpeechMiner ** New in this release ** SpeechMiner Deployments ** Topics, Categories, and Programs ** Log into SpeechMiner ** SpeechMiner Menu Reference * -What is an interaction ** What is an interaction * -Dashboard ** Dashboard ** Create a New Dashboard ** Working with Dashboards ** Working with Widgets ** Report Widget ** My Messages Widget * -Explore ** Explore ** Search Results Grid ** Screen Recordings ** Create a New Search ** Search Filter ** Explore Terms ** Saved Searches ** Compare Saved Searches ** Interaction Lists ** Content Browser ** Trending ** Create a Trending Filter ** Create a Custom Trending Cluster Task ** Trending Filter Toolbar Description ** Trending Chart Tool Tip Description ** Trending Chart Data Description ** Manage the Blacklist ** Working with Saved Trending Filters ** Export Trending Data * -Media Player ** Media Player ** Playback ** Playback Controls ** Hidden Confidential Information ** Dual-Channel Audio ** Interaction Transcript ** Interaction Comments ** Interaction Events ** Interaction Attributes ** Media Player Options * -Reports ** Reports ** Create a New Report ** Edit a Report ** Run a Report ** Analyze Report Data ** Drill Down a Report ** Working with Saved Reports ** Schedule a Report ** Report Templates ** Report Template Layout ** Report Parameters ** Available Templates * -Quality Management ** Quality Management ** Quality Management Workflow ** Forms Manager ** Forms Manager Grid ** Create a New Form ** Form Questions ** Question Library ** Configure Question Weights ** Manage a Form ** Evaluations Manager ** Evaluations Manager Grid ** Create an Evaluation ** Distributed Interaction Evaluation ** Distributed Agent Evaluation ** Shared Evaluation ** Calibration Evaluation ** Create an Ad-Hoc Evaluation Session ** Evaluation Sessions ** Evaluations Sessions Grid ** Perform an Evaluation Session ** Open and Edit a Completed Evaluation Session ** Archive an Evaluation Session * -Coaching ** Coaching ** Coaching Session Grid ** Create a New Coaching Session ** Participate in a Coaching Session ** Edit a Coaching Session ** Working with Coaching Sessions ** Create a Coaching Session Report ** View Coaching Session Report Details ** Manage Coaching Session Types and Reason Codes * -Tools ** Tools ** System Admin ** Preset View ** Monitor System ** Manage Interaction Queue ** Pure System ** Manage Cache ** Interactions Admin ** System Configuration ** Alerts ** System Alerts ** Metadata Manager ** Exported Completed QM Sessions ** Define Tags * -Action Items ** Action Items ** Create an Action Item ** Edit an Action Item ** Change the Action Item Status * -Profile Permissions ** Profile Permissions ** Edit a User Profile ** Administer Users ** Administer Groups ** Administer Roles ** Permission Definitions ** Web Site Permissions ** Reports Permissions ** SMART Permissions ** SMConfig Permissions * -Configure the Browser ** Configure the Browser | [User-512 URL] | no | no | Form:Article | Current | Draft:PEC-REC |