Intelligent Workload Distribution (IWD)

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This topic is part of the manual Genesys Choice for version Current of System-Level Documentation.

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.

Metric specification

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 name seats_third_party
Metric frequency Daily
Metric scope Region
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.


  • Universal Queue – Enterprises can capture all work items across different source systems and place them into one global task list.
  • Categorization – Assigning work items to multi-level categories allows for quick and easy organization and adherence to timely delivery of SLA.
  • Insight into SLA and workforce performance – Standard reports and dashboards provide comprehensive insights across all work items. Performance and handling times can be measured for non-real time interactions.
  • Automation of SLA management – Push-based delivery of work items forcing the fulfillment of all process steps on time and ensuring the end-to-end delivery of all SLAs.
  • Forecast and schedule across all interactions and work items – Provides input data for workforce scheduling and planning even for off queue employees. Capacities can be planned for non-real time channels and enterprise employees just like contact center resources.
  • Omnichannel employee desktop – Receive work items from different systems. Employees / Advisors do not need to log in or log out of different systems.
  • Continuous reprioritization of all work items – Continuously reprioritize work items based on their business value. The push-based delivery ensures that all employees will work on the most important tasks first.
Data source Genesys Info Mart database
Deployment model One global instance of Genesys Info Mart database for each tenant.
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