Drilldown: Article

None (5) · No (87) · Yes (9)

Draft:GAMD (30) · Draft:PEC-IWD (23) · GAMD (26) · PEC-IWD (22)

None (80) · GenesysEngage-cloud (19) · GenesysEngage_cloud (2)

No · None · Yes · Other

None (88) · Administrator (11) · Administrator, Developer (2)

Set up IWD (3)

Other values: ; About IWD About IWD Data Mart Access and supported channels Activity History for interactions Activity History workings Adapter basics Configuration in Microsoft Unified Service Desk (USD) Configuration with Channel Integration Framework (CIF) version 1.0 Configuration with Channel Integration Framework (CIF) version 2.0 Configure IWD Configure IWD Data Mart FAQs Getting started Gplus Adapter for Microsoft Dynamics 365 How Intelligent Workload Distribution works How IWD works How to configure the Workflow Designer How to handle outbound calls How to install the Workflow Designer How to manage inbound calls How to manage workitems How to use the Workflow Designer Installation in Microsoft Dynamics 365 Installation in Microsoft Unified Service Desk (USD) Integrate IWD with Genesys Workforce Management (WFM) Log in Logging Lucene query syntax Monitor work items and emails Packages Performance Tracker Prerequisites for Microsoft Dynamics 365 Prerequisites for Microsoft Unified Service Desk (USD) Provision IWD Provision IWD Data Mart Screen pops configuration Screen pops customization Screen pops functioning Search, display, manage, and update work items Set up Email The click-to-call feature The Workflow Debugger Upgrade, roll back, or uninstall IWD Upgrade, roll back, or uninstall IWDDM Use Workload Manager View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX Email boxes View, edit, and create Prioritization schemas What are screen pops? What is the Workflow Designer?

None (15) · Configuration (4) · Functioning (4) · Upgrade, rollback, or uninstall (4) · Description (4) · Set up IWD (3)

Other values: ; Access and supported channels Activity History Basics Click-to-call Configuration in Microsoft USD Configuration with CIF V1.0 Configuration with CIF V2.0 Customization Frequently Asked Questions Getting started How IWD works Inbound calls Installation Installation in Microsoft D365 Installation in Microsoft USD Integrate IWD with WFM Intelligent Workload Distribution IWD Queries Monitor work items and emails Outbound calls Packages Performance Tracker Prerequisites for Microsoft D365 Prerequisites for Microsoft USD Screen pops Search, display, manage, and update work items Set up Email Use Workload Manager View, edit, and create Categories and Rules View, edit, and create Endpoints View, edit, and create Genesys Multicloud CX email boxes View, edit, and create Prioritization schemas Workflow Debugger Workings Workitems

None (97) · Journey (4)

Reporting · None · Workforce Management · Genesys Predictive Engagement · Designer · Widgets · Internal Content Administration · Genesys Skills Management · Agent Setup · Outbound (CX Contact) · Genesys Recording, Quality Management, and Speech Analytics · Genesys Multicloud CX Private Edition · Genesys Predictive Routing · Routing and Designer · Digital Channels · Intelligent Workload Distribution · Agent Workspace · Gplus Adapter for WFM · Developer · Voice Microservices

Other values: ; Administrator Agent Agent Desktop Agent folder Billing Data Service Callback Chat Cloud Data Download Service Co-Browse Customer Care Knowledge Customer Success Digital Transformation Email Event Stream Field Support Content Genesys Agent Assist Genesys App Studio Genesys Authentication Genesys Blueprints Genesys Data Layer Genesys Dialog Engine Genesys Docker Documentation Genesys Messaging Aggregation Genesys Multicloud CX Genesys Multicloud CX Mixed Mode Genesys Multicloud CX Release Notes Genesys Sizing Information Genesys Softphone Genesys Use Cases Genesys Voice Platform Genesys Web Services and Applications Gplus Adapter for Microsoft Dynamics 365 Gplus Adapter for Salesforce Gplus Adapter for ServiceNow Gplus Adapter for Siebel CRM Health Check Agent IVR Administration Interaction Server NOPRODUCT Platform Administration Product Support QnA Service RN Automation Warehouse Routing Sales Collateral Self-Help Articles Solutions Success Factors for Genesys Multicloud CX Supervisor System-Level Documentation Telemetry Service Universal Contact Service User Data Management Voice Voicemail Web Services and Applications WebRTC eServices Manager nGAGEMENT test

None (2) · Admin (36) · Administrator (26) · Agent (20) · IWDDMPEGuide (8) · IWDPEGuide (9)

None (97) · Agent Setup, Platform Administration (2) · intelligent Workload Distribution (2)

None (96) · BO02 (3) · BO02, BO03 (2)

None (88) · 55cef4ff-9306-4313-8fd8-377282a38478 (4) · 7a5823f3-05b5-412b-b580-e73e34079c41 (1) · 9c3ae89b-4f75-495b-85f8-d8c4afcb3f97 (4) · f94c5001-0cfd-4352-ace3-a27b07d5f3a1 (4)