PEC-IWD/Current/Administrator - Revision history

WikiSysop at 13:48, August 18, 2022

2022-08-18T13:48:26Z

Santhosh.annamalai@genesys.com: Published

2021-08-03T04:14:44Z

Published

Peter.chaplin@genesys.com: Published

2021-03-31T16:42:31Z

Published

Peter.chaplin@genesys.com: Published

2021-02-01T17:15:37Z

Published

Pchaplin: Published

2020-10-30T14:43:39Z

Published

WikiSysop at 18:24, October 29, 2020

2020-10-29T18:24:50Z

Bgrenon: Published

2020-06-09T14:04:21Z

Published

New page

{{MintyDocsManual
|version=
|manual=
|defaultform=Form:Article
|alternateforms=Form:ArticleUnstructured
|displayname={{MINTYDOCSPRODUCT}} Administrator's Guide
|inherit==
|pagination==
|topicslist=* -Get started
** IWD
** IWDSetup
** IWDTestProvision
** IWDRBAC
* -Configure iWD
** IWDSettings
** IWDSummary
** IWDCategories
** IWDPrioritization
** IWDEndpoints
* -Use iWD Manager
** IWDManager
** IWDGTL
** IWDMonitor
|Auto=Manual sections
|DisplayName=
|TocName=
|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, 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?
|anchor=
|alignment=Vertical
|image=
|Media=
|structuredtext=iWD takes workitems from existing enterprise software applications (such as ERP, BPM, DCM, Salesforce) as well as 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 distribued to the right resource at the right time, regardless of media type, system or location.

You'll 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 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.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|Type=Structured
|sectionHeading=iWD features and functions
|anchor=
|alignment=Vertical
|image=
|Media=
|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.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
|TSSection=
|inherit=no
|pagination=no
}}

@@ Line 40: / Line 40: @@
 |Type=Structured
 |alignment=Vertical
-|structuredtext=Use the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd/|displaytext=Cloud iWD API}}, or provision Engage cloud Email, to create, update or delete work items which IWD then categorizes, prioritizes and routes 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 work items, which employees then handle using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}.
+|structuredtext=Use the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd/|displaytext=Cloud iWD API}}, or provision Engage cloud Email, to create, update or delete work items which IWD then categorizes, prioritizes and routes 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 work items, which employees then handle using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Workspace}}.
 {{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=top|display text=Monitoring of real-time activity}} is available in Workload Manager and in {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Pulse}}. Historical reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.

@@ Line 9: / Line 9: @@
 ** IWDRBAC
 ** IWDIntegrateWFM
 ** IWDFAQ
 * -Configure IWD
@@ Line 29: / Line 30: @@
 |Type=Structured
 |sectionHeading=What does IWD do?
-|alignment=Vertical
+|alignment=Horizontal
 |structuredtext=IWD takes work items from existing enterprise software applications (such as ERP, BPM, DCM, Salesforce, email) and homegrown  systems, analyzes the business context of the work item&mdash;for example, the associated business process, product requested, or value of the customer making the request&mdash;and creates a single Universal Queue, sorted on business value, that ensures that the most critical or highest-value work items 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}}, or provision Engage cloud Email, to create, update or delete work items which IWD then categorizes, prioritizes and routes 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 work items, which employees then handle using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}.
+<br />
 {{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=top|display text=Monitoring of real-time activity}} is available in Workload Manager and in {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Pulse}}. Historical reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
@@ Line 55: / Line 63: @@
 |Status=No
 }}
 }}

@@ Line 1: / Line 1: @@
 {{MintyDocsManual
-|defaultform=Form:Article
+|defaultform=Form:CreateStandaloneArticle
-|alternateforms=Form:ArticleUnstructured
+|alternateforms=Form:ArticleUnstructured, Form:FAQ, Form:HIW, Form:TaskSummary
 |displayname={{MINTYDOCSPRODUCT}} Administrator's Guide
 |topicslist=* -Get started
@@ Line 9: / Line 9: @@
 ** IWDRBAC
 ** IWDIntegrateWFM
-* -Configure iWD
+** IWDFAQ
 ** IWDSettings
 ** IWDSummary
@@ Line 16: / Line 17: @@
 ** IWDEndpoints
 ** IWDMailboxes
-* -Use iWD Manager
+** IWDOptions
 ** IWDManager
 ** IWDGTL
 ** IWDMonitor
-* How iWD works
+* How IWD works
 |Auto=Manual sections
-|Context=iWD lets you capture workitems from existing enterprise workflow systems and create, monitor and manage a single universal queue 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.
+|Context=IWD lets you capture work items, emails and leads ("work items") from existing enterprise workflow systems and create, monitor and manage a single Universal Queue for your contact center. This queue is sorted on business value and prioritized to ensure that the most critical or highest-value work items 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?
+|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&mdash;for example, the associated business process, product requested, or value of the customer making the request&mdash;and creates a single universal queue, sorted on business value, that ensures 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.
+|structuredtext=IWD takes work items from existing enterprise software applications (such as ERP, BPM, DCM, Salesforce, email) and homegrown  systems, analyzes the business context of the work item&mdash;for example, the associated business process, product requested, or value of the customer making the request&mdash;and creates a single Universal Queue, sorted on business value, that ensures that the most critical or highest-value work items 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 workitems 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}}.
+Use the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd/|displaytext=Cloud iWD API}}, or provision Engage cloud Email, to create, update or delete work items which IWD then categorizes, prioritizes and routes 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 work items, which employees then handle 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}}.
+{{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=top|display text=Monitoring of real-time activity}} is available in Workload Manager and in {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Pulse}}. 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.
+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
+|sectionHeading=IWD features and functions
 |alignment=Vertical
-|structuredtext=*'''Business Context Configuration'''&mdash;iWD allows the source system to either:
+|structuredtext=*'''Business Context Configuration'''&mdash;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;
+**Pre-classify work items 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 {{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.
+**Use {{Link-SomewhereInThisManual|topic=IWDCategories|anchor=IWDRules|display text=IWD Rules}} to apply rules that classify the work items 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'''&mdash;The 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 reassesses workitems throughout their life cycle, ensuring the most important are at the top of the global task list.
+*'''Service Level Agreement-based Prioritization Rules'''&mdash;The IWD {{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=top|display text=service level rules}} ensure work items are completed according to the service level agreements (SLA) defined by business users. SLA rules quickly order the work items from most important to least important, based on business value. Because information related to a work item can change, IWD automatically reassesses work items throughout their life cycle, ensuring the most important are at the top of the Universal Queue.
-*'''Workitem Management'''&mdash;Operations Managers and Team Leads with appropriate security permissions can:
+*'''Universal Queue Management'''&mdash;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=View captured work items}}
-**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=Hold, resume, and cancel workitems}}
+**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=Hold, resume, and cancel work items}}
-**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=Modify workitem attributes}}
+**{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=Modify work item 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.
+*:The same work item management capabilities (except managing prioritization schemas) are also exposed to source systems via the IWD API.
-*'''Business Insights'''&mdash;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.
+*'''Business Insights'''&mdash;IWD offers a set of work-item-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
 }}