Genesys Documentation - User contributions [en]

PEC-IWD/Current/Administrator/IWD

2020-10-30T14:58:11Z

Pchaplin: Published

{{Article
|Standalone=No
|DisplayName=How Cloud iWD works
|TocName=Cloud intelligent Workload Distribution
|Context=iWD lets you capture workitems from existing enterprise workflow systems and create, monitor and manage a single global task list for your contact center. This list is sorted on business value and prioritized to ensure that the most critical or highest-value workitems are distributed to the right resource at the right time, regardless of media type, system or location.
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Section={{Section
|sectionHeading=What does Cloud iWD do?
|anchor=WhatdoesGenesysCloudiWDdo
|alignment=Vertical
|structuredtext=iWD takes workitems from existing enterprise software applications (such as ERP, BPM, DCM, Salesforce) and homegrown legacy systems. It analyzes the business context of the workitem—for example, the associated business process, product requested, or value of the customer making the request. Then it creates a single global task list, sorted on business value. This ensures that the most critical or highest-value workitem are distributed to the right resource at the right time, regardless of media type, system or location.

You use the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd/|displaytext=Cloud iWD API}} to create, update or delete workitems. These are then categorized, prioritized and routed to employees according to configured rules and assigned routing application logic. A Genesys {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application handles routing/distribution of the workitems, which are then handled by employees using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}.

{{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=top|display text=Monitoring of real-time activity}} is available in iWD Manager and also in {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Pulse}}. Historical reporting is available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.

With iWD, enterprises can effectively manage all customer service resources and business processes across the enterprise, going beyond the walls of the formal contact center and into other areas of the business like branch offices and experts in the back office.
|Status=No
}}{{Section
|sectionHeading=Cloud iWD features and functions
|anchor=GenesysCloudiWDfeaturesandfunctions
|alignment=Vertical
|structuredtext=*'''Business Context Configuration'''—Cloud iWD allows the source system to either:
**Pre-classify workitems down to the Department and Process level and pass this information on to iWD to match with the appropriate Departments and business Processes in Genesys, against which tasks are then managed and reported on: or;
**Use Cloud {{Link-SomewhereInThisManual|topic=IWDCategories|anchor=IWDRules|display text=IWD Rules}} to apply rules that classify the workitems down to the Department and Process level. When using iWD Rules, {{Link-SomewhereInThisManual|topic=IWDCategories|anchor=top|display text=adding new departments or business processes}} is a simple matter of configuration by a business user.
*'''Service Level Agreement-based Prioritization Rules'''—The Cloud iWD {{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=top|display text=service level rules}} ensure workitems are completed according to the service level agreements (SLA) defined by business users. SLA rules quickly order the workitems from most important to least important, based on business value. Because information related to a workitem can change, iWD automatically re-assesses workitems throughout their lifecycle, ensuring the most important are at the top of the global task list.
*'''Workitem Management'''—Operations Managers and Team Leads with appropriate security permissions can:
**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=View captured workitems}}
**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=Hold, resume, and cancel workitems}}
**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=Modify workitem attributes}}
**{{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=top|display text=Manage prioritization schemas}}
*:The same workitem management capabilities (except managing prioritization schemas) are also exposed to source systems via the iWD API.
*'''Business Insights'''—Cloud iWD offers a set of workitem-based statistics providing insight into business performance and comparisons against key performance indicators configured in iWD by business users. Business insights are available for the current day, and intraday historically.
|Status=No
}}
}}

PEC-IWD/Current/Administrator/IWDRBAC

2020-10-30T14:49:29Z

Pchaplin: Published

{{ArticleUnstructured
|Standalone=No
|DisplayName=Roles and privileges for iWD Manager users
|Platform=GenesysEngage-cloud
|TocName=Roles and privileges for iWD Manager users
|Context=Understand, assign and edit the access privileges of the different iWD Manager users (roles). Genesys Professional Services configure roles and privileges initially, using the default values described in this page.
}}
<br />

{| border="1"
|-
!'''Privilege name'''
! colspan="4" style="text-align:center;" |'''Roles'''
|-
|
|'''iWD Business User'''
|'''iWD Supervisor'''
|'''iWD User'''
| style="text-align:center;" |'''Notes'''
|-
| colspan="5" style="text-align:center;" |'''Workitems''' ('''Workitems''' tab in iWD Manager)
|-
|iWD.Workitems.canView
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|Requires iWD.Workitems.Search.canExecute privilege.
|-
|iWD.Workitems.canRead
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|-
|iWD.Workitems.canDelete
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|
|-
|iWD.Workitems.canUpdate
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|
|-
|iWD.Workitems.canCreate
| style="text-align:center;" |X
|
|
|
|-
|iWD.Workitems.BulkActions.canExecute
| style="text-align:center;" |X
|
|
|
|-
|iWD.Workitems.Search.canExecute
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|-
|iWD.Workitems.Search.canExecute
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|-
|iWD.Workitems.Export.canExecute
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|
|-
|iWD.Workitems.Hold.canExecute
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|
|-
|iWD.Workitems.Cancel.canExecute
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|
|-
|iWD.Workitems.Resume.canExecute
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|
|-
|iWD.Workitems.Restart.canExecute
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|
|-
| colspan="5" style="text-align:center;" |'''Dashboard''' ('''Summary''' tab)
|-
|iWD.Dashboard.canView
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|Requires iWD.Workitems.Search.canExecute privilege.

|-
| colspan="5" style="text-align:center;" |'''Settings''' ('''Settings''' tab)
|-
|iWD.Settings.canView
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|-
| colspan="5" style="text-align:center;" |'''Settings/Categories'''
|-
|iWD.Categories.canView
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|Requires iWD.Categories.canRead privilege.
|-
|iWD.Categories.canRead
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|-
|iWD.Categories.canUpdate
| style="text-align:center;" |X
|
|
|
|-
| colspan="5" style="text-align:center;" |'''Settings/Prioritization'''
|-
|iWD.Prioritization.canView
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|Requires iWD.Prioritization.canRead privilege.
|-
|iWD.Prioritization.canRead
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|-
|iWD.Prioritization.canUpdate
| style="text-align:center;" |X
|
|
|
|-
| colspan="5" style="text-align:center;" |'''Settings/Endpoints'''
|-
|iWD.Endpoints.canView
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|Requires iWD.Endpoints.canRead privilege.
|-
|iWD.Endpoints.canRead
| style="text-align:center;" |X
| style="text-align:center;" |X
| style="text-align:center;" |X
|
|-
|iWD.Endpoints.canUpdate
| style="text-align:center;" |X
|
|
|
|}

PEC-IWD/Current/Administrator

2020-10-30T14:43:39Z

Pchaplin: Published

{{MintyDocsManual
|defaultform=Form:Article
|alternateforms=Form:ArticleUnstructured
|displayname={{MINTYDOCSPRODUCT}} Administrator's Guide
|topicslist=* -Get started
** IWD
** IWDSetup
** IWDTestProvision
** IWDRBAC
** IWDIntegrateWFM
* -Configure iWD
** IWDSettings
** IWDSummary
** IWDCategories
** IWDPrioritization
** IWDEndpoints
* -Use iWD Manager
** IWDManager
** IWDGTL
** IWDMonitor
|Auto=Manual sections
|Context=iWD lets you capture workitems from existing enterprise workflow systems and create, monitor and manage a single global task list for your contact center. This list is sorted on business value and prioritized to ensure that the most critical or highest-value workitems are distributed to the right resource at the right time, regardless of media type, system or location.
|Section={{Section
|Type=Structured
|sectionHeading=What does iWD do?
|alignment=Vertical
|structuredtext=iWD takes workitems from existing enterprise software applications (such as ERP, BPM, DCM, Salesforce) and homegrown legacy systems, analyzes the business context of the workitem—for example, the associated business process, product requested, or value of the customer making the request—and creates a single global task list, sorted on business value, that ensures that the most critical or highest-value workitem are distributed to the right resource at the right time, regardless of media type, system or location.

Use the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd/|displaytext=Cloud iWD API}} to create, update or delete work items which are then categorized, prioritized and routed to employees according to configured rules and assigned routing application logic. A Genesys {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application handles routing/distribution of the workitems, which are then handled by employees using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}.

{{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=top|display text=Monitoring of real-time activity}} is available in iWD Manager and also in {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Pulse}}, and historical reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.

With iWD, enterprises can effectively manage all customer service resources and business processes across the enterprise, going beyond the walls of the formal contact center and into other areas of the business like branch offices and experts in the back office.
|Status=No
}}{{Section
|Type=Structured
|sectionHeading=iWD features and functions
|alignment=Vertical
|structuredtext=*'''Business Context Configuration'''—Cloud iWD allows the source system to either:
**Pre-classify workitems down to the Department and Process level and pass this information on to iWD to match with the appropriate Departments and business Processes in Genesys, against which tasks are then managed and reported on: or;
**Use Cloud {{Link-SomewhereInThisManual|topic=IWDCategories|anchor=IWDRules|display text=IWD Rules}} to apply rules that classify the workitems down to the Department and Process level. When using iWD Rules, {{Link-SomewhereInThisManual|topic=IWDCategories|anchor=top|display text=adding new departments or business processes}} is a simple matter of configuration by a business user.
*'''Service Level Agreement-based Prioritization Rules'''—The Cloud iWD {{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=top|display text=service level rules}} ensure workitems are completed according to the service level agreements (SLA) defined by business users. SLA rules quickly order the workitems from most important to least important, based on business value. Because information related to a workitem can change, iWD automatically re-assesses workitems throughout their lifecycle, ensuring the most important are at the top of the global task list.
*'''Workitem Management'''—Operations Managers and Team Leads with appropriate security permissions can:
**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=View captured workitems}}
**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=Hold, resume, and cancel workitems}}
**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=Modify workitem attributes}}
**{{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=top|display text=Manage prioritization schemas}}
*:The same workitem management capabilities (except managing prioritization schemas) are also exposed to source systems via the iWD API.
*'''Business Insights'''—Cloud iWD offers a set of workitem-based statistics providing insight into business performance and comparisons against key performance indicators configured in iWD by business users. Business insights are available for the current day, and intraday historically.
|Status=No
}}
|pagination=no
|inherit=no
}}

PEC-IWD/Current/Administrator/IWDSetup

2020-10-28T15:33:46Z

Pchaplin: Published

{{Article
|Standalone=No
|DisplayName=Set up iWD
|TocName=Set up iWD
|Context=A high-level view of the steps to take to set up Cloud iWD, integrate it with third-party source systems and use the Cloud iWD API to submit workitems to iWD.
|Dimension=Journey
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Section={{Section
|sectionHeading=High-level process
|anchor=High-levelprocess
|alignment=Vertical
|structuredtext=To implement Cloud iWD, complete the following steps:

#Define {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agents|display text=agents}} and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Create_agent_groups|display text=agent groups}}.
#Configure {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview|display text=agent desktop}} options for your contact center.
#Configure {{Link-SomewhereInThisManual|topic=IWDRBAC|anchor=|display text=Role-Based Access Control (RBAC)}} for all users of iWD Manager.
#Define a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=routing application in Designer}} to handle incoming workitems to iWD.
#Use iWD Manager to:
##Create {{Link-SomewhereInThisManual|topic=IWDEndpoints|anchor=|display text=Endpoints}} that correspond to the target endpoints created in your Designer routing application.
##Create {{Link-SomewhereInThisManual|topic=IWDCategories|anchor=|display text=Categories}} that correspond to specific departments or business processes and their hierarchies (business context). Associate each category with an Endpoint. Create a set of Service Level Agreement-based rules for how workitems in each Category are to be handled.
##Create {{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=|display text=Prioritization schemas}} that control the logic and speed with which workitems are (re-)prioritized both before and after their Service Level Agreement. Associate the schemas to Categories.
##Ask your Genesys team to configure other global iWD settings, including setting up notifications back to the source system by configuring a webhook integration. Click [https://en.wikipedia.org/wiki/Webhook here] for more detail on webhooks.
#Integrate your source systems to use the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd/|displaytext=Cloud iWD API}} to submit workitems to Genesys (see {{Link-SomewhereInThisManual|topic=IWDSetup|anchor=|display text=Integrating source systems}} below).
#{{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=|display text=Monitor}} the activity of your contact center as iWD manages the global queue of workitems.
#{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=|display text=Manage}} individual workitems or groups of them while iWD queues and distributes them.
#Report on historical contact center activity using {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}. Report on real-time activity through the iWD Manager {{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=|display text=Monitoring features}} on the '''Summary''' tab and through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Pulse}}.
|Status=No
}}{{Section
|sectionHeading=Integrate
|anchor=Integratingsourcesystems
|alignment=Vertical
|structuredtext====Create an application to submit workitems to Cloud IWD===
A third-party application such as Salesforce or Netsuite can interact with Genesys Cloud IWD through the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd|displaytext=Cloud IWD API}}.

You must develop an adapter for your third-party application that can create and stop workitems by using the Cloud IWD API. It must be able to:

*Update information about a workitem, if needed;
*Retrieve it;
*Receive messages about it if webhooks are configured to communicate back to source systems.

(Webhooks must be configured by Genesys.)



===Add a webhook URL for each source system in IWD Manager===
You must configure one webhook URL per source system to be configured so that your source system can receive messages about workitems back from Cloud IWD. Work with your Genesys representative to configure this.
|Status=No
}}{{Section
|sectionHeading=Starting/updating/stopping a workitem
|anchor=Starting/updating/stoppingaworkitem/interaction
|alignment=Vertical
|structuredtext=The typical workflow is as follows:

#The application creates a workitem through the IWD API.
#The application updates the workitem through the IWD API (if needed).
#The application stops the workitem.

There are two ways for the application to stop an interaction:

*Implicit (recommended)—stop by invoking Mark Done. For this method, complete the following steps:
*#{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Service_Client_options|display text=Set up Agent Desktop to use the Service Client API.}}
*#Disable the '''Mark Done''' button in Agent Desktop (as mentioned earlier in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview|display text=Configuring Agent Desktop}} and instead invoke the '''markdone''' method.
*#Set the disposition code by invoking the '''setUserData''' method.
*Explicit—stop by using the IWD API. This requires additional configuration from your Genesys representative.

A sample application that demonstrates using the IWD API is also available through your Genesys representative.
|Status=No
}}{{Section
|alignment=Vertical
|Status=No
}}
}}

PEC-IWD/Current/Administrator/IWDIntegrateWFM

2020-10-28T15:32:40Z

Pchaplin: Published

{{Article
|Standalone=Yes
|DisplayName=Integrate iWD with Genesys Workforce Management (WFM)
|TocName=Integrate iWD with WFM
|Context=Improve management of your contact center workforce by integrating iWD with Genesys Workforce Management (WFM).
|Dimension=Journey
|UseCase=BO02
|ComingSoon=No
|Role=Administrator
|Application=intelligent Workload Distribution
|Section={{Section
|sectionHeading=Overview
|anchor=CIWDWFM
|alignment=Vertical
|structuredtext=To improve management of your contact center workforce, you can integrate iWD with Genesys Workforce Management (WFM). To enable WFM functionality, WFM processes three metrics for each activity every 15 minutes:

*'''Interaction Volume''' ("new")—The total number of workitems placed in Cloud iWD categories that correspond to the activity in the last 15-minute time interval.
*'''Average Handle Time (AHT)'''—The total time agents spent working on workitems divided by the total number of workitems processed.
*'''Actual Queue''' ("backlog")—The number of pending interactions (not completed yet) at the end of the last 15-minute time interval in all Cloud iWD categories corresponding to the activity.

iWD Data Mart provides '''Interaction Volume''' and '''Actual Queue.''' WFM reads '''Average Handle Time''' from Stat Server.{{NoteFormat|1. Do not specify Stat Server metrics for '''Interaction Volume''' and '''Actual Queue''' during iWD Activity configuration in WFM. Doing this causes values from Stat Server to override metrics obtained from iWD Data Mart, causing WFM to show incorrect numbers.<br/>
2. If Data Mart fails to send data to WFM, it tries to send metrics for all missed intervals during the next run.|}}
|FAQHeading=Which metrics does iWD send to WFM?
|Status=No
}}{{Section
|sectionHeading=Limitations
|anchor=IWDWFMKI
|alignment=Vertical
|structuredtext=*iWD/WFM integration supports only 1:1 mapping between iWD categories and WFM activities.
*iWD categories and WFM activities must have identical names.
*Activities must have unique names—you cannot use duplicate names: WFM receives no data in this case.
*You must provision and configure tenants manually using Configuration Manager.
*Exactly two levels of category tree are matched to WFM activity.
*To match a one-level category activity, you must use {{!}}'''Unknown''' as the second level. For example, to match category Default activity you must create '''Default'''{{!}}'''Unknown'''.
*You cannot use third or lower levels in activity-to-category mapping.
*If a category has second-level entries, you cannot match the first-level entry to an activity. For example, if you have configured '''WFM'''{{!}}'''WFM_subcategory1''' and '''WFM'''{{!}}'''WFM_subcategory2''', you cannot use '''WFM'''{{!}}'''Unknown''' activity.
*If iWD reclassifies a workitem after reporting it to WFM for the first time, it will not be reported as '''PERF_ITEM_ACT_IV''' but will be reported in '''PERF_ITEM_ACT_QUEUE''' on subsequent interval.
{{NoteFormat|Take into account the fact that iWD Data Mart runs every 15 minutes, which does not necessarily match WFM intervals' boundaries. So there could be delays in data becoming visible in WFM.|}}
|Status=No
}}{{Section
|sectionHeading=Configure iWD/WFM integration
|anchor=IWDWFMConf
|alignment=Vertical
|structuredtext=#Configure Filters for the selected iWD Categories to make it possible to calculate AHT for the corresponding Activities:
##Connect to the tenant Configuration Server.
##Go to '''Applications > ''region'' > WFM > SS_WFM > Application Options'''.
##Add a new option under the '''Filters''' section:
##:<code><''option_name''>=PairExists("category_path","<iWD_Category> <iWD_Subcategory>")</code>
##:For example, <code>WFMTestSubcat1_Filter=PairExists("category_path","WFMTestCategory WFMTestSubcategory1")</code>.
##Save the changes.
##Open '''Applications > ''region'' > WFM > SS_WFM_B > Application Options'''.
##Repeat steps 3 through 5.
#Create Activities as normal WFM activities taking into account the following guidelines:
##Create one Activity of type '''Deferred''' per category with the following naming pattern:
##:'''iWD_Category/iWD_Subcategory'''
##:and with the identical name as in iWD.
##Create a special Activity named '''Default/Unclassified''' to handle unclassified workitems.
##Create a separate Filter for it as described in step 1.
##Configure the '''Average Handle Time (AHT)''' statistic for each Activity:
###Open '''WFM Web for Supervisors > Configuration > Activities'''.
###Open the '''Activity > Statistics''' tab.
###Click '''Add'''.
###Configure:
####'''Type''' = <code>Handle Time</code>.
####Either '''Group of Agents''' or '''Group of Places''' depending on your needs.
####'''Total Handle Time''' = <code>WFM_Workitem_Interactions_Processing_Time</code>.
####'''Interactions Handled''' = <code>WFM_Workitem_Interactions_Processed</code>.
####'''Filters''' = <code><select the filter for the corresponding iWD Category/Subcategory></code>.
###Click '''Apply'''.
###Save the Activity.
|Status=No
}}{{Section
|alignment=Vertical
|Status=No
}}
}}