iWD folder

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This topic is part of the manual Genesys CX Insights Multicloud Projects Reference Guide for version Current of Reporting.

Build agent-related reports based on data from Intelligent Workload Distribution (IWD).

iWD folder and subfolders

Important
Use this document for Genesys CX Insights Multicloud deployments. For information relevant to Genesys CX Insights on-premises deployments, see the corresponding page in the Genesys CX Insights on-premises Projects Reference Guide.

The iWD root folder contains numerous objects, many of them organized into subfolders, that you can use to build agent-related reports based on data from Intelligent Workload Distribution (IWD).

Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder. This folder contains the following root folder and subfolders.


Folder: iWD

Introduced: 9.0.011.00

Description:
Metrics:
Attributes:

Folder: iWD > Age

Introduced: 9.0.013

Description: Objects in this folder enable the organization and measurement of agent data based on age.
Metrics:
  • There are no metrics in this folder
Attributes:

Folder: iWD > Agent

Introduced: 9.0.011.00

Description: Objects in this folder enable the organization and measurement of agent data based on high-level characteristics of agent interactions.
Metrics:
Attributes:

Folder: iWD > Capture

Introduced: 9.0.011.00

Description: The root folder for capture-related subfolders and their components.
Metrics:
  • There are no metrics in this folder
Attributes:

Folder: iWD > Classification

Introduced: 9.0.011.00

Description: The root folder for classification-related subfolders and their components.
Metrics:
  • There are no metrics in this folder
Attributes:

Folder: iWD > Email

Introduced: 9.0.019

Description: Objects in this folder enable the organization and measurement of email data.
Metrics:
Attributes:

Folder: iWD > Service Objects

Introduced: 9.0.011.00

Description: The root folder for common service objects. Many reports use one or more attributes from this folder. All reports use at least one attribute from this folder.
Metrics:
Attributes:

Folder: iWD > Time

Introduced: 9.0.011.00

Description: The root folder for time-related objects. All objects in this folder enable the organization and filtering of data based on a range of time.
Metrics:
  • There are no metrics in this folder
Attributes:

Reports built primarily from the objects in the iWD folder and subfolders


For more information about iWD reports, see the CX Insights for iWD reports and dashboards.

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