Intelligent Workload Distribution (IWD)
Describes the IWD add-on, its capabilities, and measurement in Genesys Choice.
The Intelligent Workload Distribution (IWD) add-on:
- Prioritizes an organization's workload from many different systems.
- Pushes the work requests to the most capable/skilled resource.
- Monitors the execution to understand the availability for new or critical tasking.
- Provides real-time, intra-day, and historical visibility so you can understand the entire workload and the contribution of the people to the business in real time.
|Billable item||Concurrent and named number of agents who have active IWD work item sessions. The metric considers only sessions where at least one IWD task was handled.|
|Unit of measure||Agent Count|
|Metric definition and capabilities|
Named IWD users
The total number of unique User IDs (including supervisors) that logged into Genesys in a given geographic region and have handled at least one work item interaction during the billing period.
Concurrent IWD users
The maximum number of unique User IDs (including supervisors) that logged into Genesys in a given geographic region and have handled at least one work item interaction within in any one second interval during the billing period.
|Data source||Genesys Info Mart database|
|Deployment model||One global instance of Genesys Info Mart database for each tenant.|