Intelligent Workload Distribution Release Notes

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Not all releases or changes listed below may pertain to your deployment. Check the table below to see which releases apply to you.

Important
The Release table lists the initial availability date for each release and the deployment environments for which a release is made available. Except when otherwise stated in the description for a specific release, each release includes all of the features and resolved issues that were introduced on earlier dates, regardless of the deployment environment. The features and resolved issues that apply only to a specific deployment environment are noted as such.
Service First availabilityReleased forHighlightsRelease number
Intelligent Workload Distribution January 13, 2022
AWS.png Azure.png
New table format for viewing email headers. 100.0.080.0000
Intelligent Workload Distribution December 08, 2021
AWS.png Azure.png
Fixes for Workload Manager. 100.0.079.0000
Intelligent Workload Distribution November 03, 2021
AWS.png Azure.png
Improvements to Categories testing. 100.0.078.0000
IWD Data Mart October 29, 2021
PrivateEdition.png
Early Adopter Program support for Genesys Multicloud CX private edition deployments on OpenShift. 100.0.003.1597
Intelligent Workload Distribution October 29, 2021
PrivateEdition.png
Early Adopter Program support for Genesys Multicloud CX private edition deployments on OpenShift.
100.0.076.1437
Intelligent Workload Distribution October 20, 2021
AWS.png Azure.png
Added validation for Category names. 100.0.077.0000
Intelligent Workload Distribution October 06, 2021
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New feature to support automatic completion of work items. Rearrange categories by drag and drop method. 100.0.076.0000
Intelligent Workload Distribution September 23, 2021
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New feature to support transfer of work items to the Universal Queue. Improvements to categories and categorization rules. 9.0.000.75
Intelligent Workload Distribution API September 09, 2021
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New fields in responses for actions API requests. 9.0.000.74
Intelligent Workload Distribution September 09, 2021
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Improvements to Workitem History, Universal Queue, and Categories. 9.0.000.74
Intelligent Workload Distribution August 11, 2021
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Improvements to IWD reports in Genesys CX Insights. 9.0.000.72
Intelligent Workload Distribution July 22, 2021
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Minor UI changes. 9.0.000.71
Intelligent Workload Distribution July 09, 2021
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Displays workitem history. 9.0.000.70
Intelligent Workload Distribution API July 09, 2021
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Update to sourceSystemDueDate field logic. 9.0.000.70
Intelligent Workload Distribution June 24, 2021
AWS.png Azure.png
Agents can pull interactions from the Universal Queue. 9.0.000.69
Intelligent Workload Distribution May 12, 2021
AWS.png Azure.png
Fixes for Workload Manager. 9.0.000.67
Intelligent Workload Distribution April 29, 2021
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9.0.000.66
Intelligent Workload Distribution March 31, 2021
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Support for Genesys Multicloud CX Email. Support for Genesys CX on Azure 9.0.000.65
Intelligent Workload Distribution API March 31, 2021
AWS.png Azure.png
Support for Genesys CX on Azure 9.0.000.65

Intelligent Workload Distribution: January 13, 2022 AWS.png Azure.png

What's New

  • Workload Manager now allows users to view email headers in a table format. Previously, the email headers were displayed in a single string field. (CIWD-3018)

Resolved Issues

  • When IWD pulls an item from an agent’s workbin, the item’s queue state is now reset. (CIWD-3244)
  • The Universal Queue search feature now displays the correct number of matching items if the search result exceeds 10000 items. (CIWD-3215)
  • An issue that caused some persistent legend items to overlap the dashboard graph data is now fixed. (CIWD-3206)
  • When the Autocomplete items feature is enabled, IWD does not automatically complete items that are being handled by agents. Previously in this scenario, IWD sometimes automatically completed items. (CIWD-3068)
  • Names of categories that are filtered out or excluded are no longer displayed in the legend of the Overall Backlog By Categories dashboard in Workload Manager. (CIWD-2971)

Intelligent Workload Distribution: December 08, 2021 AWS.png Azure.png

Resolved Issues

  • Workload Manager now correctly displays a vertical line for highlighting SLA in the Priority Over Time graph of a Prioritization schema. (CIWD-3063)

Intelligent Workload Distribution: November 03, 2021 AWS.png Azure.png

What's New

  • After testing a category and its ruleset in Workload Manager, you can now click on the matched category name shown in the Test assignment criteria section to navigate to the exact category in the Categories panel. (CIWD-2867)

IWD Data Mart: October 29, 2021 PrivateEdition.png

PrivateEdition.png

Private Edition: 100.0.003.1597 available October 29, 2021

For private edition

  • Starting with this release, IWD Data Mart is available for select customers in Genesys Multicloud CX private edition, as part of the Early Adopter Program. Deployments on OpenShift Container Platform (OpenShift) are supported.
    (CIWD-2171)
    More info: IWD Data Mart Private Edition Guide

Intelligent Workload Distribution: October 29, 2021 PrivateEdition.png

PrivateEdition.png

Private Edition: 100.0.076.1437 available October 29, 2021

For private edition

  • Starting with this release, Intelligent Workload Distribution is available for select customers in Genesys Multicloud CX private edition, as part of the Early Adopter Program. Deployments on OpenShift Container Platform (OpenShift) are supported. (CIWD-1763)
    More info: Intelligent Workload Distribution Private Edition Guide

Intelligent Workload Distribution: October 20, 2021 AWS.png Azure.png

What's New

  • Workload Manager now validates Category names to ensure they are within the maximum character limit and contain only valid special characters. (CIWD-2842)

Resolved Issues

  • Intelligent Workload Distribution now sends the updated iwd-priority key-value pair (KVP) to Designer when prioritization happens while an item is in the Routing state. This allows Designer to use the updated priority for routing decisions. (CIWD-2910)
  • In the CX Insights for IWD folder, the GCXI Task Detail Report now shows the correct item handling time for an item that is cancelled while the item is placed in an agent’s workbin. (CIWD-2888)
  • Workload Manager now correctly validates the matching rules syntax. Previously, syntax errors were reported when a syntactically correct rule contained square or curly brackets. (CIWD-2883)

Intelligent Workload Distribution: October 06, 2021 AWS.png Azure.png

What's New

  • Intelligent Workload Distribution can now be configured to automatically complete a work item or email at the end of a specified timeframe. You can use the With priority management over setting to set the timeframe. (CIWD-2144, CIWD-2254)
  • Workload Manager now allows users to rearrange categories using the drag-and-drop method. (CIWD-2186)

Intelligent Workload Distribution: September 23, 2021 AWS.png Azure.png

What's New

  • Intelligent Workload Distribution now allows agents to transfer work items or emails back to the Universal Queue for re-classification from within the Agent Desktop. (CIWD-31)
  • Intelligent Workload Distribution (IWD) can now be configured to automatically pull work items or emails from agents’ workbins if these items are not processed within the configured time. IWD subsequently sends these items to available agents again. (CIWD-2145)
  • Users can now drag and drop a work item into a category from the categories tree to assign the work item to the category. (CIWD-2325)
  • Users can now validate and test the categorization rules in Workload Manager. (CIWD-2497)

Intelligent Workload Distribution API: September 09, 2021 AWS.png Azure.png

What's New

  • Intelligent Workload Distribution API can now return two new fields in the response of bulk updates using actions API requests.
    • done: An array of IDs of items that were successfully updated.
    • failed: An array of IDs of items that were not successfully updated.
    This feature is disabled by default. To enable these extra fields, contact your Genesys representative. (CIWD-2153)
    More info: Intelligent Workload Distribution API

Intelligent Workload Distribution: September 09, 2021 AWS.png Azure.png

What's New

  • Workload Manager now displays the specific media type such as an email or a workitem in the Workitem History view. Previously, both these media types were displayed as tasks. (CIWD-2361)
  • Items impacted by bulk actions are highlighted in the Universal Queue. (CIWD-2412)
  • Workload Manager now displays an error when saving a category with incorrect rules. (CIWD-2456)

Resolved Issues

  • Administrators can now select events such as workbin, pull, and transfer when configuring webhooks. (CIWD-2440)
  • IWD now correctly purges Elasticsearch data from the expired items that were created 90 days ago. Previously, IWD incorrectly purged all items in Expired state. (CIWD-2255)

Intelligent Workload Distribution: August 11, 2021 AWS.png Azure.png

What's New

Intelligent Workload Distribution: July 22, 2021 AWS.png Azure.png

What's New

  • An additional confirmation window is shown when an agent performs a bulk operation on all items that are found through search. (CIWD-2237)

Intelligent Workload Distribution: July 09, 2021 AWS.png Azure.png

What's New

  • Workload Manager now displays workitem history along with workitem details. (CIWD-1800)

Resolved Issues

  • Workload Manager now displays UI and Server versions without any issue. (CIWD-1841)

Intelligent Workload Distribution API: July 09, 2021 AWS.png Azure.png

What's New

  • Workload Manager now utilizes activation dates for work items that should not be handled immediately. Instead, a work item’s prioritization will only start once the activation date has been reached. There is also a change in the way the sourceSystemDueDate field is handled when you create a workitem using the Intelligent Workload Distribution API:
    • If sourceSystemDueDate has been provided and it is later than activation date, then sourceSystemDueDate value will be used instead of prioritization schema due date.
    • If sourceSystemDueDate has been provided and it is earlier than activation date, then sourceSystemDueDate will be ignored and prioritization schema due date will be used. (CIWD-1770)

Resolved Issues

  • Field code rendering:
    • In previous versions, Contact.FullName was rendered only if both First and Last Name were provided. Now it is rendered even if one or both are omitted. (CIWD-2198)

Intelligent Workload Distribution: June 24, 2021 AWS.png Azure.png

What's New

  • IWD now allows agents to pull interactions that are waiting in the Universal Queue from within the Agent Desktop. (CIWD-1749)
  • The Workbin state is now displayed in the Color-coded and Extended views in Workload Manager. (CIWD-1920)

Resolved Issues

  • Workload Manager no longer converts strings inside a search query to uppercase. Previously, strings such as and, or, and not were converted to uppercase automatically. (CIWD-932)
  • The Workbin state is now displayed correctly on all dashboards in Workload Manager. (CIWD-1987)

Intelligent Workload Distribution: May 12, 2021 AWS.png Azure.png

What's New

  • IWD introduces a new state called InWorkbin for items placed into workbins by agents. Previously, work items and emails placed into workbins showed the state of InRouting in Workload Manager. (CIWD-1904)

Resolved Issues

  • Workload Manager now automatically completes only work items whose states are Assigned or inWorkbin. Previously, Workload Manager could automatically complete work items even if they had not been handled by agents (items with status InRouting). (CIWD-1971)
  • Workload Manager now correctly enables autosuggest for users with the IWD User role. (CIWD-1624)

Intelligent Workload Distribution: April 29, 2021 AWS.png Azure.png

Resolved Issues

  • Workload Manager now correctly handles a selection of work items when moving to different screens. (CIWD-1791)
  • You can now resize columns in the work items table. (CIWD-1719)
  • Auto-acknowledgments that reside in the third level (or lower) of the standard response category tree are now retrieved and processed correctly. (CIWD-1931)

Intelligent Workload Distribution: March 31, 2021 AWS.png Azure.png

What's New

  • UI name changes — The following naming changes apply in the UI:
    • The IWD Manager application is now Workload Manager.
    • Tab names:
      • Workitems is now Universal Queue.
      • Summary is now Dashboards.
      • Settings is now Configuration. (CIWD-1434)
  • Prioritization start dates — You can now adjust prioritization start dates and/or SLAs for a specific work item by using custom values in the sourceCreatedDateTime and sourceDueDateTime fields. (CIWD-1207)
  • Copy attribute name — You can now copy a work item attribute name to the clipboard by clicking a special copy button in the Properties or System Properties table in the Workitem Details panel. The button becomes visible on mouseover of the table row that contains the particular attribute. (CIWD-930)
  • Engage cloud Email — New Engage cloud Email features are delivered in Workload Manager. Please see the Email Release Note. (CIWD-261)
  • Email Reporting — Two new reports in the CX Insights for IWD folder provide detailed reporting on inbound and outbound email activity:
  • Starting with this release, Intelligent Workload Distribution is available in Genesys CX on Azure. (CIWD-42)

Intelligent Workload Distribution API: March 31, 2021 AWS.png Azure.png

What's New

  • Starting with this release, Intelligent Workload Distribution API is available in Genesys CX on Azure.



Prior Releases

For information about prior releases of Intelligent Workload Distribution, click here : intelligent Workload Distribution

For information about prior releases of Intelligent Workload Distribution API, click here: Intelligent Workload Distribution API