Administrator Table of Contents Page

Welcome title: Administrator's Guide

TopTasksPEC title: Top tasks for Genesys Engage cloud

SingleSignOn title: Single Sign-On

gsadm title: Cloud basics for administrators

• gsprov title: Provisioning your Contact Center
  
• gsusing title: Using your contact center
  
• gsteam title: How to Set Up Your Teams
  
• gsskill title: How To Work with Skills
  
• gsagent title: How to set up your agents
  

Accounts title: Platform Administration

• CMAccounts title: Accounts
  
  • AccessGroups title: Access Groups
    
  • AgentGroups title: Agent Groups
    
  • AgentSkills title: Agent Skills
    
  • Roles title: Roles
    
  • UserAccounts title: Persons (Users)
    
  • AgentDesktopMgmt title: Customizing your Agent Desktop
    
• CMRouting title: Routing/eServices
  
  • Enumerator title: Business Attributes
    
  • EnumeratorValue title: Business Attribute Values
    
• Script title: Scripts
  
• CMSwitching title: Switching
  
  • AgentLogins title: Agent Logins
    
  • DN title: DNs
    
  • DNGroup title: DN Groups
    
  • Places title: Places
    
• Agents title: Agents
  
• Provisioning title: Voicemail Management
  

AgentScripting title: Agent Scripting Administration

AgentSetup title: Agent Setup

• overview title: Getting started
  
• ASBulkImport title: Bulk Import
  
• ConfigCallcenter title: Contact Center Settings
  
  • DesktopSettings title: Agent Desktop settings
    
  • SAML title: Enable Single Sign-On
    
  • DigEmail title: Email Mailboxes
    
  • ASStatistics title: Desktop Statistics
    
  • umgrAgentGroups title: Agent Groups
    
  • umgrTransactions title: Transactions
    
  • umgrTemplates title: Templates
    
  • umgrCRMAdapter title: Gplus Salesforce
    
  • ASRouting title: Routing Manager
    
• umgrDesktopOptions title: Desktop Options
  
  • umgrChannels title: Channel options
    
  • ASStandardResponse title: Standard Response options
    
  • ASStatisticsOptions title: Statistics options
    
  • umgrGlobalLogin title: Global Login options
    
  • umgrSupervisor title: Supervisor options
    
  • umgrVoice title: Voice options
    
  • umgrChat title: Chat options
    
  • umgrEmail title: Email options
    
  • ASOutbound title: Outbound options
    
  • ASFB title: Facebook options
    
  • ASTwitter title: Twitter options
    
  • ASOpenMedia title: Workitem options
    
  • umgrRecording title: Recording options
    
  • umgrContact title: Contact options
    
  • ASIntHistorySearch title: Interaction History Advanced Search options
    
  • umgrStandardResponse title: Standard Response Library options
    
  • ASSoftphone title: Genesys Softphone options
    
  • umgrFeedback title: Feedback options
    
  • ASMyChannels title: My Channels options
    
  • ASServiceClient title: Service Client options
    
• UserMan title: Agent accounts
  
  • DigEmailAddress title: Manage Email Addresses
    
• ASCapRules title: Capacity rules
  
• AgentSetupSharedAttributes title: Sharing Business Attributes in Agent Setup
  
• AgentSetupArticalFavorites title: Working with Global Favorites
  
• ASAudit title: Audit
  

Altocloud title: Genesys Predictive Engagement (Altocloud)

CXContact title: CX Contact

• CXCSolutions title: CX Contact Solutions Overview
  

GES title: Callback

• CallbackScenarios title: Callback Scenarios
  
• ProvisionCallback title: Provisioning Callback in Designer
  
• CallbackRLP title: Controlling User Access
  
• ManagingCallbacks title: Managing Callbacks
  
• ProvisionClickToCallIn title: Provisioning the Click-to-Call-In Scenario
  
• CallbackCallIn title: Viewing Click-To-Call-In records
  
• CallbackDeveloper title: Using the Developer Tab
  
  • CallbackPushNotification title: Provisioning Push Notifications
    
  • CallbackCaptcha title: Provisioning CAPTCHA
    
• CallbackTools title: Using Callback Tools
  
  • CallbackPatterns title: Configuring Country and Number Validation Rules
    
  • CallbackCapacity title: Configuring capacity rules
    
  • CallbackCallInGroups title: Configuring Click-To-Call-In Groups
    
  • CallbackRegionAffinity title: Configuring Region Affinity rules
    
• CallbackRESTAPIsandTutorials title: Genesys Engage REST APIs and Tutorials for Callback
  

IWD title: Cloud intelligent Workload Distribution

• IWDSetup title: Set up iWD
  
• IWDRBAC title: Roles and privileges for iWD Manager users
  
• IWDTestProvision title: Test IWD provisioning
  
• IWDIntegrateWFM title: Integrate with Genesys Workforce Management (WFM)
  
• IWDManager title: Use iWD Manager
  
  • IWDGTL title: Search, display, manage and update workitems
    
  • IWDMonitor title: Monitor workitems
    
• IWDSettings title: Configure iWD
  
  • IWDSummary title: View Summary
    
  • IWDCategories title: View, edit and create Categories and Rules
    
  • IWDPrioritization title: View, edit and create Prioritization schemas
    
  • IWDEndpoints title: View, edit and create Endpoints
    

Designer title: Designer

• GetStarted title: Getting Started
  
  • UserInterface title: User Interface
    
  • ApplicationPhases title: Application Phases
    
  • Security title: Permissions and Access
    
  • AppStruc title: Application Workflow
    
  • Variables title: Variables
    
  • SavePublish title: Saving and Publishing Your Application
    
  • FileSizeRef title: File size limitations
    
• ApplicationsBar title: Applications
  
• SharedModulesBar title: Shared Modules
  
• MediaResources title: Media Resources
  
  • Personas title: Personas
    
• DigitalResourcesBar title: Digital Resources
  
• SpeechGrammarsBar title: Grammars & Bots
  
  • BotRegistry title: Bot Registry
    
• BusinessObjectsBar title: Business Controls
  
  • EmergencyFlags title: Emergency Flags
    
  • DesBusinessHours title: Business Hours
    
  • SpecialDays title: Special Days
    
  • DataTables title: Data Tables
    
• AdminBar title: Admin
  
  • Partitions title: Partition-Based Access Control
    
• Blocks title: Using Blocks
  
• LogicCtrlBlocks title: Logic and Control Blocks
  
  • AssignVar title: Assign Variables Block
    
  • ChangeLang title: Change Language Block
    
  • Classify title: Classify Block
    
  • ClickToCall title: Click-to-Call-In Match Block
    
  • GoTo title: Go To Block
    
  • Return title: Return Block
    
  • Segmentation title: Segmentation Block
    
  • SharedMod title: Shared Module Block
    
  • TerminateCall title: Terminate Call Block
    
  • TerminateChat title: Terminate Block (Digital)
    
  • ChangePersona title: Change Persona block
    
• UserIntBlocks title: User Interaction Blocks
  
  • BotBlock title: Bot Block
    
  • Menu title: Menu Block
    
  • MenuOption title: Menu Option Block
    
  • PlayMessage title: Play Message Block
    
  • RecordCall title: Record Block
    
  • RecordUtterance title: Record Utterance block
    
  • UserInput title: User Input Block
    
  • AutomatedMessage title: Automated Message Block
    
  • ChatMessage title: Chat Message Block
    
  • ChatCustomMessage title: Chat Custom Message Block
    
  • ChatTranscript title: Send Chat Transcript Block
    
  • GetChatTranscript title: Get Chat Transcript Block
    
  • SendEmail title: Send Email Block
    
  • SendSMS title: Send SMS block
    
• BusinessCtrlBlocks title: Business Controls Blocks
  
  • BusinessHrs title: Business Hours Block
    
  • DataTable title: Data Tables Block
    
  • Emergency title: Emergency Block
    
  • SpecialDay title: Special Day Block
    
• RoutingBlocks title: Routing Blocks
  
  • QueryVQs title: Query VQs Block
    
  • RouteAgent title: Route Agent Block
    
  • RouteCall title: Route Call Block
    
    • RoutingAlgorithms title: Routing Algorithms
      
  • Route title: Route Digital Block
    
  • StartTreatment title: Start Treatment Block
    
  • Transfer title: Transfer Block
    
  • VoiceMail title: Voice Mail Block
    
  • PredictiveRouting title: Predictive Routing Block
    
• DataBlocks title: Data Blocks
  
  • CallData title: Call Data Block
    
  • Statistic title: Statistic Block
    
  • TxnList title: Transaction List Block
    
• ExtServBlocks title: External Services Blocks
  
  • CustomService title: Custom Service Block
    
  • HTTPREST title: HTTP REST Block
    
• ReportingBlocks title: Reporting Blocks
  
  • Activity title: Activity Block
    
  • Milestone title: Milestone Block
    
  • Debug title: Debug Block
    
• CallbackBlocks title: Callback Blocks
  
  • CallbackRecord does not exist. Click to create CallbackRecord in Public
    
  • CallbackV2 title: Callback V2
    
  • CallbackASAP title: Book ASAP Callback V2
    
  • CallbackSched title: Book Scheduled Callback V2
    
  • CallbackAvail title: Callback Availability V2
    
  • CallbackCancel title: Cancel Callback V2
    
  • CallbackExisting title: Check for Existing Callback V2
    
  • ValidatePhoneNumber title: Validate Phone Number Block
    
  • CallbackVqWatermark title: Callback VQ Watermark Block
    
• SurveyBlocks title: Survey Blocks
  
  • Survey title: Setup Survey Block
    
• AnalyticsBar title: Designer Analytics
  
  • ManageDash title: Dashboard management
    
  • SummaryDash title: Summary
    
  • AppDetailsDash title: Application Details
    
  • DurationsDash title: Durations
    
  • DataTablesDash title: Data Tables
    
  • SpikesDash title: Spikes
    
  • HeatmapsDash title: Heatmap
    
  • PathDash title: Path
    
  • SankeyDash title: Sankey Path Analysis
    
  • SunburstDash title: Sunburst Path Analysis
    
  • InputsDash title: Inputs
    
  • SurveysDash title: Surveys
    
  • ExtServDash title: External Services
    
  • RoutingDash title: Routing Analysis
    
  • BusCtrlDash title: Business Control Dashboard
    
  • BotsDash title: Bots Dashboard
    
  • SDRDash title: Session Detail Records
    
  • SdrRef title: Session Detail Record (SDR) Fields Reference
    
• SmartApp title: SMART Inbound Voice Routing Application
  
• Troubleshooting title: Troubleshooting
  

DCOverview title: Digital Channels setup

• GSEFacebookTwitter title: Set up Facebook and Twitter
  
• GSEWhatsApp title: Set up WhatsApp
  
• GSEHub title: Integrate with Genesys Hub
  
• GSESMS title: Set up SMS
  

KMwelcome title: eServices Manager

• categSR title: Standard Responses
  
  • createcat title: Plan and Build a Category Tree
    
  • createSR title: Create a Standard Response
    
  • SRProperties title: Set the Standard Response Properties
    
  • HTMLpart title: Create the HTML Version
    
  • attachmtTab title: Add Attachments
    
  • histTab title: Create and Manage Multiple Versions
    
• fieldcode title: Field Codes
  
  • FCinKM title: How to Create and Insert Field Codes
    
  • variables title: Field Code Variables
    
  • FCanatomy title: Using Formulas in Field Codes
    
  • FCexmpls title: Field Code Examples
    
• ScrRules title: Screening Rules
  
  • SRuleUse title: How to Create and Test Screening Rules
    
  • SRuleRef title: Screening Rule Reference
    
    • functArg title: Functions, Arguments, and Operators
      
    • RegExp title: Regular Expressions
      
  • exmplSRule title: Examples of Screening Rules
    
• cutcopy title: Cut/Copy/Paste Objects
  
• KMimportexp title: Importing and Exporting Objects
  
• KMSearch title: Search
  

GCB title: Genesys Co-browse

• GCBCobrowseRestrictionsMgr title: Genesys Co-browse DOM Restrictions Editor
  
• GCBCobrowseSessions title: Genesys Co-browse sessions
  
• GCBCobrowseLocalization title: Genesys Co-browse Localization
  
• GCBCobrowseJavaScriptAPI title: Genesys Co-browse JavaScript API
  
• GCBCobrowseRealtimeAPI title: Genesys Co-browse Realtime API (CometD and REST)
  

GPR title: Genesys Predictive Routing

SPOverview title: Genesys Softphone

• SPDeploy title: Deploying Genesys Softphone
  
• SPSSO title: Single sign on with Agent Desktop
  
• SPOptions title: Configuration options reference
  

GplusSalesforce title: Gplus Adapter for Salesforce Lightning (v9)

• GPlusSalesforceLightning title: Integrating Gplus Adapter
  
• GPlusMigration90 title: Migrating to Gplus Adapter (v9)
  
• GPlusSSO90 title: Configuring SSO
  
• GPlusGenFeatures title: Configuring and Using General Features
  
• GplusClickToDial90 title: Click-to-Dial
  
• GplusScreenPop90 title: Screen Pop
  
• GplusActivityHistory90 title: Activity History
  

GPAMSDynamics title: Gplus Adapter for Microsoft Dynamics 365

• GASN title: Gplus Adapter for ServiceNow
  

GTROverview title: Genesys Task Routing setup

• GTRSampleDesignerApp title: Sample Designer application for Genesys Task Routing
  

APIs title: Genesys Engage cloud APIs

• ServiceClientAPI title: Service Client API
  
  • AgentNamespace title: Agent namespace
    
  • ConfigurationNamespace title: Configuration namespace
    
  • EmailNamespace title: Email namespace
    
  • InteractionNamespace title: Interaction namespace
    
  • MediaNamespace title: Media namespace
    
  • SystemNamespace title: System namespace
    
  • VoiceNamespace title: Voice namespace
    

DeployGplusSalesforce title: Gplus Adapter (v8) for Salesforce

• GplusSalesforceDeploy title: Installing and configuring the Adapter (v8) in Salesforce
  
• DeployADSalesforce title: Installing and Configuring Agent Desktop (v8) with Salesforce Console
  
• GPlusSalesforceDeployLightning title: Enabling Lightning Experience (Adapter v8)
  

Reporting title: Reporting

• HRCXIUsrMgmt title: Genesys CX Insights User Management
  
  • HRCXISchdlRprts title: How do I schedule reports to run on a regular basis?
    
• HRGI2UserMgmt does not exist. Click to create HRGI2UserMgmt in Public
  

WorkforceManagement title: Workforce Management

• AdminTasks title: Administrator Tasks
  
  • Scheduling title: Scheduling
    
  • Forecasting title: Forecasting
    
  • Monitoring title: Monitoring Performance and Adherence
    
  • UserSec title: User Security
    
  • WMCalendar title: Calendar Management
    
  • TimeOffBid title: Time-Off Bidding
    
  • TaskSeqs title: Using WFM Task Sequences
    
  • EmailNotif title: Using E-mail Notifications in WFM
    
  • MealsBreaks title: Scheduling Breaks and Meals in WFM
    
  • WaitList title: Enabling Wait-lists
    
  • OTFnct title: Managing Overtime
    
• Metrics title: WFM Metrics
  
  • SchedSumm title: Schedule Summary View and Reporting
    
  • CCPerf title: Contact Center Performance Report Metrics
    
  • AdhrEndNts title: Agent Adherence Report Metrics and End Notes
    
• Primers title: WFM Primers
  
  • Time Off title: Time Off Primer
    
  • OvrlysPrmr title: Overlays Primer
    
  • MltiForecst title: Multi-Forecasting Primer
    
• WMETL title: Workforce Management ETL Database Reference
  
  • DimTbls title: Dimension tables
    
  • FctTbls title: Fact tables
    
  • QueryEx title: Query examples
    

CallRecording title: Recording, Quality Management and Speech Analytics

• EncryptingRecordings title: Recording certificate management
  
• AccessControl title: Access control for Recording users
  
• ScreenRecordingConfig title: Deploying the Screen Recording Service
  
• Backup title: Recording Cloud Backup Service
  

Operations title: IVR Administration

• EntIVR title: Enterprise IVR
  
  • ManageDID title: Manage DID Groups with IVR Administration
    
  • IVRprov title: Provision IVR Profiles yourself
    
  • Personalities title: Personalities
    
  • AudioResources title: Audio Resources
    
  • AudioResourceFiles title: Audio Resource Files
    
  • Parameters title: Parameters
    
  • GroupTemplates title: Parameter Group Templates
    
  • ParameterGroups title: Parameter Groups
    
• GVP title: GVP PaaS
  
  • GVPProvisionIVR title: Provisioning IVR profiles yourself
    
  • GVPCreateDID title: Creating and managing DID Groups
    

Outbound title: Outbound

• OutboundSolPg title: Outbound Solutions
  
• OutboundScenario title: Outbound Business Scenario
  
  • Stage1 title: Stage 1: Configuring Outbound routing
    
  • Stage2 title: Stage 2: Setting up a campaign and sub-campaign
    
  • Stage3 title: Stage 3: Dialing and call handling
    
  • Stage4 title: Stage 4: Monitoring a campaign
    
• DialingModes title: Outbound Dialing Modes
  
• MultiChannel title: Multi-channel Campaigns
  
• EntMgr title: Enterprise Manager
  
• AcctMgr title: Account Manager
  
• OBAdapter title: Salesforce Adapter for Outbound
  
  • SFDCInstall title: Installing and Uninstalling
    
  • SFDCConfig title: Configuration features
    
  • SFDCExport title: Exporting
    
  • SFDCTrickle title: On Demand Strategies for Trickle Feed
    
  • SFDCLogs title: Service Logs
    
  • SFDCSettings title: Connection Settings
    
  • SFDCSupLists title: Suppression Lists
    
• ConfigOutbound title: How to set up Outbound routing
  

CDDS title: Cloud Data Download Service

• CDDSAdmin title: Administration
  
• CDDSExport title: Export
  
• SchemaRef title: Contact History Export Reference