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Article > Platform : GenesysEngage-cloud or GenesysEngage-cloudNote: If the hierarchy will be managed and maintained by importing data or through integration with an existing HR system, the following section can be skipped as any manual changes made to the hierarchy will be lost the next time that the hierarchy is refreshed. or PureEngage & Product : Intelligent Workload Distribution or Routing and Designer

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Search, display, manage, and update work items (2) · How Routing works (2) · Set up IWD (2) · Explore the sample Designer application (2) · Configure IWD (2) · Getting Started (2) · Terminate Block (Digital) (2) · Terminate Call Block (2) · Test IWD provisioning (2) · Roles and privileges for Workload Manager users (2) · How IWD works (2) · Use Workload Manager (2) · How Intelligent Workload Distribution works (2) · View, edit, and create Prioritization schemas (2) · View, edit, and create Endpoints (2) · View, edit, and create Categories and Rules (2) · Monitor work items and emails (2) · View Summary (2)
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Search, display, manage, and update work items (2) · Use Workload Manager (2) · Set up IWD (2) · Explore the sample Designer application (2) · Configure IWD (2) · Getting Started (2) · Terminate Block (Digital) (2) · Terminate Call Block (2) · Test IWD provisioning (2) · Roles and privileges for Workload Manager users (2) · How routing works (2) · How IWD works (2) · Intelligent Workload Distribution (2) · Monitor work items and emails (2) · View, edit, and create Prioritization schemas (2) · View, edit, and create Endpoints (2) · View, edit, and create Categories and Rules (2) · View Summary (2)
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