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Intelligent Workload Distribution

IWD lets you capture work items, emails , and leads ("work items") from existing enterprise workflow systems and create, monitor and manage a single Universal Queue for your contact center, sorted on business value and prioritized to ensure that the most critical or highest-value work items are distributed to the right resource at the right time, regardless of media type, system or location.
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Get Started

How IWD works

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Release Notes

Intelligent Workload Distribution release notes

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Provisioning & configuring IWD

  • High-level overview of IWD setup
  • Test IWD provisioning
  • Roles and privileges for Workload Manager users
  • View Summary
  • View, edit, and create Categories and Rules
  • View, edit, and create Prioritization schemas
  • View, edit, and create Endpoints
  • View, edit, and create Genesys Multicloud CX mailboxes

Working with work items in Workload Manager

  • Search, display, manage, and update work items
  • Monitor work items and emails

Retrieved from "https://all.docs.genesys.com/PEC-IWD (2022-01-26 08:29:36)"
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