PEC-IWD/Current/Administrator/IWDGTL - Revision history

WikiSysop at 08:45, September 23, 2022

2022-09-23T08:45:55Z

WikiSysop at 13:48, August 18, 2022

2022-08-18T13:48:31Z

WikiSysop at 09:15, April 27, 2022

2022-04-27T09:15:32Z

Santhosh.annamalai@genesys.com: Published

2021-10-05T11:22:55Z

Published

Peter.chaplin@genesys.com: Published

2021-03-31T16:49:38Z

Published

Show changes

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:49Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:45Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-09T14:06:47Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Search, display, manage and update workitems
|TocName=Search, display, manage and update workitems
|Context=Quickly filter, find, display, manage the status of, or update the content attributes of workitems, either individually or in bulk.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=Search for workitems
|anchor=Searchforworkitems
|alignment=Horizontal
|Media=Image
|image=CloudGTLSearch2.png
|structuredtext=*Search for a '''specific workitem''' by entering its ID in the '''Search''' field at the top of the '''Workitems''' tab and clicking return.
*Search for any '''list of workitems''' by entering a text string in the '''Search''' field and clicking return.
**Search the '''workitems database''' directly by using the Lucene query syntax described {{#Widget:ExtLink|link=https://www.elastic.co/guide/en/elasticsearch/reference/6.7/query-dsl-query-string-query.html#query-string-syntax|displaytext=here}} (vendor document).
**Clear the current search citeria by clicking '''X''' in the '''Search''' field.
**Create a new Category from the current search criteria by clicking the new Category button in the '''Search''' field.<br /> <br />
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Filter by Category
|anchor=FilterbyCategory
|alignment=Horizontal
|Media=Image
|image=CloudGTLCatQuery_2.png
|structuredtext=Select a Category on the collapsible '''Categories''' tab to quickly filter by workitems that match the selected Category or sub-Category only.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using the Filter& View tab
|anchor=Filterwithpredefinedqueries
|alignment=Horizontal
|Media=Image
|image=CloudGTLPreQuery_2.png
|structuredtext=Use a saved or favorited filter/view on the collapsible '''Filter & View''' tab to quickly apply filtering and view settings to workitems list. If you have previously selected a Category, any Category defined inside the filter/view overrides the earlier Category selection. If '''All Categories''' is selected inside the filter/view, any previous selection of Category is cleared.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Save filters and views
|anchor=
|alignment=Horizontal
|Media=Image
|image=ViewMenu.png
|structuredtext=Use the '''Views''' button to do the following:

*Select a view for the '''State''' column.
*Save/reset filters (Category + query) and views (columns + sorting):
**Save the current filter and/or view for future use (Supervisors, Business users and Administrators only).
**Reset the filter to clear the filtering details from the page.
**Reset the table view to the default.
*Restore the list of preconfigured filter and view states.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Extended states
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=The workitem's state is displayed in an extended '''State''' column in iWD Manager. The table below describes the meaning of the symbols.
{{{!}} border="1"
{{!}}-
!'''Extended'''
!'''Colored'''
!'''Description'''
{{!}}-
{{!}}[[File:StateSymbol1.png{{!}}link=https://all.docs.genesys.com/File:StateSymbol1.png]]
{{!}}[[File:StateNewColor.png{{!}}link=https://all.docs.genesys.com/File:StateNewColor.png]]
{{!}}New
{{!}}-
{{!}}[[File:StateSymbol2.png{{!}}link=https://all.docs.genesys.com/File:StateSymbol2.png]]
{{!}}
{{!}}Not yet distributed
{{!}}-
{{!}}
{{!}}[[File:StateClassifiedColor.png{{!}}link=https://all.docs.genesys.com/File:StateClassifiedColor.png]]
{{!}}Classified
{{!}}-
{{!}}
{{!}}[[File:StateQueued.png{{!}}link=https://all.docs.genesys.com/File:StateQueued.png]]
{{!}}Queued
{{!}}-
{{!}}[[File:StateSymbol3.png{{!}}link=https://all.docs.genesys.com/File:StateSymbol3.png]]
{{!}}[[File:StateHeldColor.png{{!}}link=https://all.docs.genesys.com/File:StateHeldColor.png]]
{{!}}Held
{{!}}-
{{!}}[[File:StateSymbol4.png{{!}}link=https://all.docs.genesys.com/File:StateSymbol4.png]]
{{!}}[[File:StateRoutingColor.png{{!}}link=https://all.docs.genesys.com/File:StateRoutingColor.png]]
{{!}}In routing state, not yet assigned
{{!}}-
{{!}}[[File:StateSymbol5.png{{!}}link=https://all.docs.genesys.com/File:StateSymbol5.png]]
{{!}}[[File:StateAssignedColor.png{{!}}link=https://all.docs.genesys.com/File:StateAssignedColor.png]]
{{!}}Being processed by an agent
{{!}}-
{{!}}[[File:StateSymbol6.png{{!}}link=https://all.docs.genesys.com/File:StateSymbol6.png]]
{{!}}[[File:StatusCompletedColor.png{{!}}link=https://all.docs.genesys.com/File:StatusCompletedColor.png]]
{{!}}Completed but not assigned to an agent
{{!}}-
{{!}}[[File:StateSymbol7.png{{!}}link=https://all.docs.genesys.com/File:StateSymbol7.png]]
{{!}}[[File:StateExpired1.png{{!}}link=https://all.docs.genesys.com/File:StateExpired1.png]]
{{!}}Expired but not assigned to an agent
{{!}}-
{{!}}[[File:StateSymbol8.png{{!}}link=https://all.docs.genesys.com/File:StateSymbol8.png]]
{{!}}[[File:StateCompleted2.png{{!}}link=https://all.docs.genesys.com/File:StateCompleted2.png]]
{{!}}Completed and has been processed by an agent
{{!}}-
{{!}}[[File:StateSymbol9.png{{!}}link=https://all.docs.genesys.com/File:StateSymbol9.png]]
{{!}}[[File:StateExpired2.png{{!}}link=https://all.docs.genesys.com/File:StateExpired2.png]]
{{!}}Expired and has been processed by an agent
{{!}}-
{{!}}
{{!}}[[File:StateDeletedColor.png{{!}}link=https://all.docs.genesys.com/File:StateDeletedColor.png]]
{{!}}Workitem has been deleted
{{!}}-
{{!}}
{{!}}[[File:StateErrorColor.png{{!}}link=https://all.docs.genesys.com/File:StateErrorColor.png]]
{{!}}Workitem has an error
{{!}}}<br />
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Search by time interval
|anchor=Searchbytimeinterval
|alignment=Horizontal
|Media=Image
|image=CloudGTLTimeButton_2.png
|structuredtext=Use the time interval button (which shows the currently selected time interval) to display either:

*Quick search using predefined time ranges
*Absolute date/time ranges for customized time intervals

You can click '''DAY START''' and '''DAY END''' selectors to select the day start and end times configured for your contact center or you can use the '''SPECIFY TIME''' selector to open a clock-style drag-and-drop selector in which you can click on the displayed time, then change the From and To hour values. Drag the selector to select a new hour and minute value, then, on the second selector displayed, a new minute value.

{{NoteFormat|You must select a minute value, even if it is <tt>00</tt>, to register the selection. |2}}

If you have a Category selected, only workitems in that Category are displayed.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Display and update workitem attributes
|anchor=Displayandupdateworkitemattributes
|alignment=Horizontal
|Media=Image
|image=CloudGTLDisplayTasks_2.png
|structuredtext====For individual workitems===
Select a workitem and/or click one of its attributes to display all its attributes.

You can toggle the display of specific fields in the summary display by clicking the symbols indicated.

To update the attribute values of a workitem, click the value you want to change, add the new value, then click the '''Update''' button. System properties of the workitem are protected, so you can't update them.

You can add an attribute to the display by clicking '''Add attribute...''' at the bottom of the first panel of attributes.

You can also search for other workitems corresponding to a specific attribute value by clicking on the search symbol next to the attribute.
|structuredtextwide====For multiple workitems===
To make an identical value change to one or more attributes of multiple workitems, select the workitems by checking their checkboxes or by filtering workitems using a search query, click the value you want to change, add the new value(s), then click the '''Bulk Update''' button.

System properties of the workitem are protected, so you can't update them.
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Manage workitems
|anchor=Manageworkitems
|alignment=Horizontal
|Media=Image
|image=GTLTaskMgr_2.png
|structuredtext=Use the control buttons at the top of the '''Workitems''' window to do the following to either individual or multiple workitems:

*Activate workitem(s)—Select a workitem(s) that has been assigned an activation date in the future, and click '''Activate''' to activate it immediately.
*Hold workitem(s)—Select a workitem(s) and click '''Hold'''. Held workitems can't be reprioritized or distributed, but you can cancel, restart or resume them.

<br />
|structuredtextwide=*Resume workitem(s)—Select a held workitem(s) and click '''Resume''' to resume processing. You can only resume held workitems.
*Cancel workitem(s)—Select a workitem(s) and click '''Cancel''' to permanently cancel it. You can't cancel a workitem if it's been completed, canceled, or rejected. But you can cancel a workitem that has already been assigned to an agent. Canceled workitems remain in iWD for an amount of time that's configured in the '''Keep completed items for''' field before being deleted. Workitems can only be completed through the source system or the API, so Genesys recommends canceling any of the workitems that you no longer want matched with an employee.
*Restart workitem(s)—Select a workitem(s) to send it back to the beginning of the process, where it will be treated as if it was new.

Any action can be applied to one or many individually selected items (checked in the table) or to all the items that satisfy the current query, including time frame and any applied Category filter.

Use the '''Rows per page''' counter at the bottom left to choose to display either 30, 50, 80 or 100 items per page.

Workitems that are in the '''Default''' category have not been segmented by any of the existing Categories. Genesys recommend that administrators monitor these workitems to decide whether a category should be established to segment them.
|FAQHeading=
|Status=No
}}
}}

@@ Line 124: / Line 124: @@
 |Media=Image
 |image=CloudGTLTimeButton_3.png
-|structuredtext=Use the time interval button (which shows the currently selected time interval) to display either:
+|structuredtext=Use the '''Select time interval''' button (which shows the currently selected time interval) to display either:
-*Quick search using predefined time ranges
+*Quick search using predefined time ranges such as ''This week'', ''Yesterday'', ''Last 15 min'', ''Last 7 days'', and so on.
-*Absolute date/time ranges for customized time intervals
+*Absolute date/time ranges for customized time intervals.
+*#Select a '''From''' date and time using the date calendar and time drop-down field (''hh:mm'' format). You can use the '''Day start''' and '''Day end''' selectors to select the day start and end times configured for your contact center. A time zone indicator is available to help you with time selection.
-Click '''DAY START''' and '''DAY END''' selectors to select the day start and end times configured for your contact center or use the '''SPECIFY TIME''' selector to open a clock-style drag-and-drop selector in which you can click on the displayed time, then change the '''From''' and '''To''' hour values. Drag the selector to select a new hour and minute value, then, on the second selector displayed, a new minute value.
+*#Select a '''To''' date and time using the date calendar and time drop-down field (''hh:mm'' format). You can use the '''Day start''' and '''Day end''' selectors to select the day start and end times configured for your contact center. A time zone indicator is available to help you with time selection.
+*#Click '''Save''' to apply the filter.
 |Status=No
 }}{{Section
@@ Line 160: / Line 157: @@
 System properties of the work item are protected, so you can't update them.
 |Status=No
 }}{{Section

@@ Line 188: / Line 188: @@
 |structuredtext=After a work item is assigned to an agent, the work item can be transferred back to the Universal Queue during the following scenarios:
-*Agents can transfer work items or emails back to the Universal Queue for re-classification from within the Agent Desktop if the agent identifies that the work item is categorized incorrectly.
+*Agents can transfer work items or emails back to the Universal Queue for re-classification from within the Agent Workspace if the agent identifies that the work item is categorized incorrectly.
 *IWD can be configured to automatically pull work items or emails from agents’ workbins if these items are not processed within the configured time. IWD subsequently sends these items to available agents again.
 |Status=No
 }}
 }}

@@ Line 7: / Line 7: @@
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |sectionHeading=Search for work items
 |anchor=Searchforworkitems
@@ Line 132: / Line 139: @@
 |anchor=Displayandupdateworkitemattributes
 |alignment=Horizontal
-|Media=Image
+|Media=Video
-|image=CloudGTLDisplayTasks_3.png
+|image=696984784
 |structuredtext====For individual work items===
 Select a work item and/or click one of its attributes to display all its attributes.
@@ Line 144: / Line 151: @@
 Search for other work items corresponding to a specific attribute value by clicking on the search symbol next to the attribute.
-|structuredtextwide====For multiple workitems===
+|structuredtextwide====For multiple work items===
 To make an identical value change to one or more attributes of multiple work items:
@@ Line 175: / Line 182: @@
 Work items that are in the '''Default''' category have not been segmented by any of the existing Categories. Genesys recommend that administrators monitor these work items to decide whether a category should be established to segment them.
 |Status=No
 }}
 }}

@@ Line 14: / Line 14: @@
 |structuredtext=*Search for a '''specific work item''' by entering its ID in the '''Search''' field at the top of the '''Universal Queue''' tab and clicking return.
 *Search for any '''list of work items''' by entering a text string in the '''Search''' field and clicking return.
-**Search the '''work items database''' directly by using the Lucene query syntax described {{#Widget:ExtLink|link=https://www.elastic.co/guide/en/elasticsearch/reference/6.7/query-dsl-query-string-query.html#query-string-syntax|displaytext=here}} (vendor document).
+**Search the '''work items database''' directly by using the Lucene query syntax described in the [https://all.docs.genesys.com/PEC-IWD/Current/Administrator/IWDQueries Lucene query syntax] document.
 **Clear the current search citeria by clicking '''X''' in the '''Search''' field.
 **Create a new Category from the current search criteria by clicking the new Category button in the '''Search''' field.<br /> <br />
@@ Line 147: / Line 147: @@
 To make an identical value change to one or more attributes of multiple work items:
-# Select the work items by checking their checkboxes or by filtering them using a search query
+#Select the work items by checking their checkboxes or by filtering them using a search query
-# Click the value you want to change.
+#Click the value you want to change.
-# Add the new value(s).
+#Add the new value(s).
-# Click the '''Bulk Update''' button.
+#Click the '''Bulk Update''' button.
 System properties of the work item are protected, so you can't update them.

@@ Line 5: / Line 5: @@
 |Context=Quickly filter, find, display, manage the status of, or update the content attributes of workitems, either individually or in bulk.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

PEC-IWD/Current/Administrator/IWDGTL - Revision history

WikiSysop at 08:45, September 23, 2022

WikiSysop at 13:48, August 18, 2022

WikiSysop at 09:15, April 27, 2022

Santhosh.annamalai@genesys.com: Published

Peter.chaplin@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"