FAQs
From Genesys Documentation
This topic is part of the manual Intelligent Workload Distribution Administrator's Guide for version Current of Intelligent Workload Distribution.
Contents
FAQs, hints, tips and best practices for your IWD implementation.
Related documentation:
Q: Can I submit priority as a string?
A: No, priority must be an integer. Priorities submitted as strings are treated as zeros. Read this topic.
Q: What happens when a work item already contains a value in the Priority field?
A: If a work item contains a priority when it is being ingested through the API, that priority is added to the priority assigned to it by the Prioritization schema for its Category. Effectively, it serves as a booster.
For example, if you submit a new work item with a priority of 7 for the category Gold, the work item is created with the default starting value for the Gold category plus the value in the submission. Thus, if the starting priority for Gold is 5, the new work item's priority is boosted to 12 (5+7).
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