View, edit, and create Endpoints

From Genesys Documentation
Jump to: navigation, search

Set up and work with Endpoints that correspond to the Designer application Endpoints which determine how work items are distributed.

A Designer Endpoint corresponds with the Designer application to which work items will be distributed. The Designer application:

  • Determines how this work item is matched with the employee.
  • Can add any information that needs to be attached if further information needs to be retrieved prior to sending the work item to the employee. (Genesys recommends that the majority of the information for the employee is attached by the Designer application.)
  • Determines how to distribute the work item.
Configuration of tenants to which Endpoints belong, and of all routing to Endpoints, takes place in Designer.

View, edit, and create Endpoints

Watch this video to learn how to view, edit, and create Endpoints.

From the Configuration tab:

  1. Select the Endpoint tool from the left toolbar.
  2. Select a Category to display or edit its Endpoint details.
  3. To create a new Endpoint click Add endpoint....

Field descriptions

The Limit field is the limit for the number of unassigned/incomplete interactions that IWD creates for routing. IWD tracks the number of such interactions by subscribing and monitoring the Interaction Server events for each Interaction Queue associated with the Endpoint. If the limit is reached, IWD will not create any more interactions until some interaction is assigned to an employee, stopped or placed into the final queue (defined by the Final queue option, which is for use by Genesys Professional Services/Customer Care only).

The Segment By field displays an attribute by which work items reaching this Endpoint can be segmented. To make changes to this value, either select from the displayed list or manually enter a different attribute.

The User Data field displays key/value pairs that will be attached to the user data of work items when they are classified and targeted at this Endpoint. You can delete existing key/value pairs and add additional ones here.

The Configuration panel displays read-only details of the business name of the Designer application, along with the specific Designer application streams associated with this Designer Endpoint. You can read more about Designer Application streams here.

The Categories using endpoint table displays the list of categories which are utilizing the current endpoint.

Comments or questions about this documentation? Contact us for support!