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

Santhosh Annamalai: Published

2022-01-28T13:10:21Z

Published

Peter.chaplin@genesys.com: Published

2021-03-31T16:45:37Z

Published

Peter.chaplin@genesys.com: Published

2021-02-11T18:20:24Z

Published

Pchaplin: Published

2020-10-28T15:32:40Z

Published

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{{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
}}
}}

@@ Line 37: / Line 37: @@
 |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:<br /><br />
+##Add a new option under the '''Filters''' section,<br />To describe the exact path:
-##:<code><''option_name''>=PairExists("category_path","<iWD_Category> <iWD_Subcategory>")</code><br /><br />
+##:<source><option_name>=PairExists("category_path","<Level1>|<Level2>|..")</source>For example:<source>WFMTestLevel2_Filter=PairExists("category_path","Level1|Level2")
-##:For example:<br /><br /> <code>WFMTestSubcat1_Filter=PairExists("category_path","WFMTestCategory WFMTestSubcategory1")</code>.<br /><br /> You can use wildcards in category path names:<br /><br />
+WFMTestLevel3_Filter=PairExists("category_path","Level1|Level2|Level3)</source>.<br />You can use an asterisk (*) at the end of the path to substitute for all subcategories:
-##:<code>WFMTestSubcat1_Filter=PairExists("category_path","WFMTestCategory*")</code><br /><br />
+##:<source>WFMTestLevel2Subcat_Filter=PairExists("category_path","Level1*")
-##:To use this feature you must first enable the [https://docs.genesys.com/Documentation/Options/Current/RTME/Stat_Server-statserver#filters-allow-wildcards-in-values filters-allow-wildcards-in-values] option in Stat Server WFM.
+WFMTestLevel3Subcat_Filter=PairExists("category_path","Level1|Level2*")</source>.<br />To use this feature you must first enable the [https://docs.genesys.com/Documentation/Options/Current/RTME/Stat_Server-statserver#filters-allow-wildcards-in-values filters-allow-wildcards-in-values] option in Stat Server WFM.
 ##Save the changes.
 ##Open '''Applications > ''region'' > WFM > SS_WFM_B > Application Options'''
-##Repeat steps 3 thru 5.
+##Repeat steps 3 through 6.
-#Create Activities as normal WFM activities taking into account the following guidelines:
+#Create WFM Activities as regular {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=CfgActvs}} or {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=MSAAgtPn}} taking into account the following guidelines taking into account the following guidelines:
-##Create one Activity of type '''Deferred''' per category with either the naming pattern:
+##Create one Activity of type '''Deferred''' per category with the following rules:
-##*'''iWD_Category/iWD_Subcategory''' and with the identical name as in iWD; or;
+##*A slash ("/") separated string of up to 10 levels of categories:<br />'''Category_Level1[/Category_Level2[/Category_Level3[...[/Category_Level10]]]]'''<br />The exact full path to each category is required with an identical name as in iWD without tail padding. iWD does the padding between the last significant category level and the end of the maximum category level with the '''Unclassified''' value, while you may not use tail padding in WFM activities configuration. For example:<source>    activity name                   iwd name
-##*'''iWD_Category/*''', so all subcategories will be mapped to this one.
+Level1                       	Level1/Unclassified/Unclassified/../Unclassified
-##Create a special Activity named '''Default/Unclassified''' to handle unclassified work items, and create a separate Filter for it as described in step 1.
+Level1/Level2                   Level1/Level2/Unclassified/../Unclassified
 ##Configure the '''Average Handle Time (AHT)''' statistic for each Activity as follows:
 ###Open '''WFM Web for Supervisors  > Configuration > Activities'''.

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=Yes
-|DisplayName=Integrate iWD with Genesys Workforce Management (WFM)
+|DisplayName=Integrate IWD with Genesys Workforce Management (WFM)
-|TocName=Integrate iWD with WFM
+|TocName=Integrate IWD with WFM
-|Context=Improve management of your contact center workforce by integrating iWD with Genesys Workforce Management (WFM).
+|Context=Collect WFM statistics for your contact center workforce by integrating IWD with Genesys Workforce Management (WFM).
 |Dimension=Journey
 |UseCase=BO02
@@ Line 13: / Line 13: @@
 |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:
+|structuredtext={{NoteFormat|Integration with WFM is not supported on Azure.|}}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")&mdash;The total number of workitems placed in iWD categories that correspond to the activity in the last 15-minute time interval.
+*'''Interaction Volume''' ("new")&mdash;The total number of work items placed in IWD categories that correspond to the activity in the last 15-minute time interval.
-*'''Average Handle Time (AHT)'''&mdash;The total time agents spent working on workitems divided by the total number of workitems processed.
+*'''Average Handle Time (AHT)'''&mdash;The total time agents spent working on work items divided by the total number of workitems processed.
 *'''Actual Queue''' ("backlog")&mdash;The number of pending interactions (not completed yet) at the end of the last 15-minute time interval in all 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, which in turn causes WFM to show incorrect numbers.<br/>
+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, which in turn causes WFM to show incorrect numbers.<br/>
 . 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?
@@ Line 28: / Line 28: @@
 |alignment=Vertical
 |structuredtext=*You must provision and configure tenants manually using Configuration Manager.
-*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.
+*If iWD reclassifies a work item 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.|}}
+{{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
+|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:
+|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'''.
@@ Line 44: / Line 44: @@
 ##:To use this feature you must first enable the [https://docs.genesys.com/Documentation/Options/Current/RTME/Stat_Server-statserver#filters-allow-wildcards-in-values filters-allow-wildcards-in-values] option in Stat Server WFM.
 ##Save the changes.
-##Open '''Applications > ''region'' > WFM > SS_WFM_B > Application Options'''.
+##Open '''Applications > ''region'' > WFM > SS_WFM_B > Application Options'''
-##Repeat steps 3 through 5.
+##Repeat steps 3 thru 5.
 #Create Activities as normal WFM activities taking into account the following guidelines:
-##Either:
+##Create one Activity of type '''Deferred''' per category with either the naming pattern:
-###Create one Activity of type '''Deferred''' per category with the naming pattern '''iWD_Category/iWD_Subcategory''' and with the identical name as in iWD.
+##*'''iWD_Category/iWD_Subcategory''' and with the identical name as in iWD; or;
-###Create one Activity of type '''Deferred''' per category with the naming pattern '''iWD_Category/*''', so all subcategories will be mapped to this one.
+##*'''iWD_Category/*''', so all subcategories will be mapped to this one.
-##Create a special Activity named '''Default/Unclassified''' to handle unclassified workitems, and create a separate Filter for it as described in step 1.
+##Create a special Activity named '''Default/Unclassified''' to handle unclassified work items, and create a separate Filter for it as described in step 1.
-##Configure the '''Average Handle Time (AHT)''' statistic for each Activity:
+##Configure the '''Average Handle Time (AHT)''' statistic for each Activity as follows:
 ###Open '''WFM Web for Supervisors  > Configuration > Activities'''.
-###Open the '''Activity > Statistics''' tab.
+###Open the '''Activity > Statistics''' tab and click '''Add,''' then configure the following:
-###Click '''Add'''.
+###*'''Type''' = <code>Handle Time</code>.
-###Configure:
+###*Either '''Group of Agents''' or '''Group of Places''' depending on your needs.
-####'''Type''' = <code>Handle Time</code>.
+###*'''Total Handle Time''' = <code>WFM_Workitem_Interactions_Processing_Time</code> or <code>WFM_Email_Interactions_Processing_Time</code>.
-####Either '''Group of Agents''' or '''Group of Places''' depending on your needs.
+###*'''Interactions Handled''' =<code>WFM_Workitem_Interactions_Processed</code> or <code>WFM_Email_Interactions_Processed</code>.
-####'''Total Handle Time''' = <code>WFM_Workitem_Interactions_Processing_Time</code> or <code>WFM_Email_Interactions_Processing_Time</code>.
+###*'''Filters''' = ''<select the filter for the corresponding iWD Category/Subcategory>''.
-####'''Interactions Handled''' =<code>WFM_Workitem_Interactions_Processed</code> or <code>WFM_Email_Interactions_Processed</code>.
+###Click '''Apply'''
 ###Save the Activity.
 |Status=No