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

WikiSysop at 10:45, April 27, 2022

2022-04-27T10:45:44Z

Santhosh Annamalai: Published

2022-01-27T11:44:30Z

Published

Santhosh.annamalai@genesys.com: Published

2021-11-23T13:14:53Z

Published

Peter.chaplin@genesys.com: Published

2021-03-31T16:47:45Z

Published

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

2020-07-25T02:31:26Z

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

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

2020-07-15T11:45:34Z

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

Bgrenon: Published

2020-06-09T14:06:02Z

Published

New page

{{Article
|Standalone=No
|DisplayName=View, edit and create Prioritization schemas
|TocName=View, edit and create Prioritization schemas
|Context=How to set up and work with the Prioritization schemas that control how workitems' priorities are updated.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=A Prioritization schema defines an initial priority for new workitems in a Category, plus the timestamp (workitem age) at which subsequent reprioritizations take place and what the new priority value at each reprioritization will be. It also defines the Service Level Agreement (SLA) for the Category, and how workitems are prioritized post-SLA. A schema can be used by multiple Categories.

{{NoteFormat|Genesys recommends that you start with simple linear prioritization for their environments. As you become more accustomed to how prioritization works in your environment, you can evolve to a more complex prioritization graph. Genesys also recommends that you reduce the interval as the SLA approaches to increase the probability of workitems being assigned to an employee, as the priority is used to reflect the business value of the work.

You can refine the graph by dragging and dropping the curve to represent the business value of the work item over the expected lifecycle. So if there are tiered penalties for work items that breach their due date and time, the graph after SLA can be arranged to reflect these tiers.}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=View and edit Prioritization schema
|anchor=ViewandeditPrioritizationschema
|alignment=Horizontal
|Media=Image
|image=Prioritization_1.png
|structuredtext=#Select the '''Settings''' tab.
#Select the Prioritization tool from the left toolbar.

The Prioritization schema details are displayed and can be changed if you have the appropriate privileges. Remember that such changes can have large impacts on contact center operation.

You can edit the schema by:

*Changing the values in any of the fields in the top part of the panel.
*Changing the priority values directly in the hideable table on the right of the panel.
*Dragging the individual data points up or down on the '''Priority over time''' graph.

Use the '''Cancel''' button to abandon all changes entered on the page.

Use the '''Reset''' button to reset changes made in the graph and priority tables.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Field names
|anchor=Fieldnames
|alignment=Vertical
|Media=
|image=
|structuredtext={{NoteFormat|Changes in the static fields and in the table are reflected dynamically in the '''Priority over time''' graph.}}

*'''Name'''—The schema name.
*'''Urgency'''—The units in which the intervals for calculation are denominated: Days, Hours or Minutes.
*'''SLA'''—The interval (Days, Hours or Minutes) by the end of which workitems must be completed.
*'''With priority management over'''—The post-SLA interval (Days, Hours or Minutes) during which the workitems are to be monitored and managed.
*'''Priority'''—Minimum, SLA and Maximum priorities for the workitems.
*'''Speed of increase as SLA approaches'''—Use the slider bar to accelerate or decelerate the change in priority when workitems under this schema are reprioritized before their SLA. As you move the slider bar, the curvature of the '''Priority over time''' graph changes dynamically to reflect the changes. A straighter line indicates a more single-speed regime. A more curved line indicates acceleration as the SLA approaches.
*'''Steps'''—The number of times the workitems under this schema are reprioritized, both before and after their SLA.
*'''Reduce interval as SLA approaches'''—Use the slider bar to alter the interval between reprioritization steps as the SLA approaches.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Add a new Prioritization schema
|anchor=AddanewPrioritizationschema
|alignment=Horizontal
|Media=Image
|image=Prioritization_2.png
|structuredtext=#Select the '''Settings''' tab.
#Select the Prioritization tool from the left toolbar.
#Click '''Add prioritization...''' to create a new Prioritization schema.

Use the field definitions above to set up your new schema. Some fields have default values, listed here:

*'''Urgency'''—<tt>Days</tt>
*'''SLA'''—<tt>50</tt>
*'''With priority management over'''—<tt>80</tt>
*'''Priority'''
**'''Minimum'''—<tt>0</tt>
**'''At SLA'''—<tt>500</tt>
**'''Maximum'''—<tt>600</tt>
*'''Steps'''
**'''Before SLA'''—<tt>10</tt>
**'''After SLA'''—<tt>5</tt>
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 18: / Line 18: @@
 |anchor=ViewandeditPrioritizationschema
 |alignment=Horizontal
-|Media=Image
+|Media=Video
-|image=Prioritization_5.png
+|image=687070320
 |structuredtext=On the '''Configuration''' tab, select the '''Prioritization''' tool from the left toolbar. This displays Prioritization schema details. You can edit them if you have the appropriate privileges.
@@ Line 35: / Line 35: @@
 |sectionHeading=Field names
 |anchor=Fieldnames
-|alignment=Vertical
+|alignment=Horizontal
 |structuredtext={{NoteFormat|Changes that you make in the static fields and in the table are reflected dynamically in the '''Priority over time''' graph.|}}
@@ Line 41: / Line 43: @@
 *'''Urgency'''&mdash;The units in which the intervals for calculation are denominated:  Days, Hours or Minutes.
 *'''SLA'''&mdash;The interval (Days, Hours or Minutes) by the end of which work items must be completed.
-*'''With priority management over'''&mdash;The duration of managing and monitoring an email or a work item. This period includes the time to reach the SLA. For example, if an email is set to reach SLA by 2 minutes and it is to be managed for an additional minute post SLA, you must set the '''With priority management over''' value to 3 minutes.
+|structuredtextwide=*'''With priority management over'''&mdash;The duration of managing and monitoring an email or a work item. This period includes the time to reach the SLA. For example, if an email is set to reach SLA by 2 minutes and it is to be managed for an additional minute post SLA, you must set the '''With priority management over''' value to 3 minutes.
 *'''Autocomplete items'''&mdash;Enable this option to automatically complete a work item or email at the end of the period specified in the '''With priority management''' '''over''' setting. The work item or email is cancelled in the Universal Queue after this period.
 *'''Autocomplete message'''&mdash;If the '''Autocomplete items''' option is enabled, you can configure a Standard Response that must be sent to the customer upon an email auto-completion. You can also set the ''From Name'' and ''From Address'' from which the message must be sent. This message is not applicable for work items.

@@ Line 54: / Line 54: @@
 |alignment=Horizontal
 |Media=Image
-|image=Prioritization_6.png
+|image=Prioritization_Add1.png
 |structuredtext=To create a new Prioritization schema, on the '''Configuration''' tab, select the '''Prioritization''' tool from the left toolbar and click '''Add prioritization...'''
@@ Line 75: / Line 75: @@
 |alignment=Horizontal
 |Media=Image
-|image=IWD_Booster_Table.png
+|image=IWD_Booster_Table1.png
 |structuredtext=The priority booster table allows you to boost the initial priority of a customer’s reply email to an agent when the customer replies to the agent quickly. Initial priority is added to the priority value calculated from the prioritization schema.

@@ Line 41: / Line 41: @@
 *'''Urgency'''&mdash;The units in which the intervals for calculation are denominated:  Days, Hours or Minutes.
 *'''SLA'''&mdash;The interval (Days, Hours or Minutes) by the end of which work items must be completed.
-*'''With priority management over'''&mdash;The post-SLA interval (Days, Hours or Minutes) during which the work items are to be monitored and managed.
+*'''With priority management over'''&mdash;The duration of managing and monitoring an email or a work item. This period includes the time to reach the SLA. For example, if an email is set to reach SLA by 2 minutes and it is to be managed for an additional minute post SLA, you must set the '''With priority management over''' value to 3 minutes.
 *'''Priority'''&mdash;Minimum, SLA and Maximum priorities for the work items.
 *'''Speed of increase as SLA approaches'''&mdash;Use the slider bar to accelerate or decelerate the change in priority when work items under this schema are reprioritized before their SLA. As you move the slider bar, the curvature of the '''Priority over time''' graph changes dynamically to reflect the changes. A straighter line indicates a more single-speed regime. A more curved line indicates acceleration as the SLA approaches.
@@ Line 60: / Line 62: @@
 *'''SLA'''&mdash;<tt>50</tt>
 *'''With priority management over'''&mdash;<tt>80</tt>
 *'''Priority'''
-**'''Minimum'''&mdash;<tt>0</tt>
+**'''Minimum'''&mdash;<tt>1</tt>
-**'''At SLA'''&mdash;<tt>500</tt>
+**'''At SLA'''&mdash;<tt>50000</tt>
-**'''Maximum'''&mdash;<tt>600</tt>
+**'''Maximum'''&mdash;<tt>50000</tt>
 *'''Steps'''
 **'''Before SLA'''&mdash;<tt>10</tt>
-**'''After SLA'''&mdash;<tt>5</tt>
+**'''After SLA'''&mdash;<tt>0</tt>
 |Status=No
 }}
 }}

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=View, edit and create Prioritization schemas
+|DisplayName=View, edit, and create Prioritization schemas
-|TocName=View, edit and create Prioritization schemas
+|TocName=View, edit, and create Prioritization schemas
-|Context=How to set up and work with the Prioritization schemas that control how workitems' priorities are updated.
+|Context=Set up and work with the Prioritization schemas that control the initial prioritization and subsequent reprioritization of work items, emails and leads ("work items").
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
-|Media=
+|structuredtext={{NoteFormat|Changes to prioritization schemas can have significant impacts on contact center operation.|}}A Prioritization schema defines an initial priority for new work items in a Category, plus the timestamp (work item age) at which subsequent reprioritizations take place and what the new priority value at each reprioritization will be. It also defines the Service Level Agreement (SLA) for the Category, and how work items are prioritized post-SLA.  A schema can be used by multiple Categories.
-{{NoteFormat|Genesys recommends that you start with simple linear prioritization for their environments. As you become more accustomed to how prioritization works in your environment, you can evolve to a more complex prioritization graph. Genesys also recommends that you reduce the interval as the SLA approaches to increase the probability of workitems being assigned to an employee, as the priority is used to reflect the business value of the work.
+{{NoteFormat|Genesys recommends that you start with simple linear prioritization for their environments. As you become more accustomed to how prioritization works in your environment, you can evolve to a more complex prioritization graph. To increase the probability of work items being assigned to an employee, Genesys also recommends that you reduce the interval as the SLA approaches, because the priority is used to reflect the business value of the work.
-You can refine the graph by dragging and dropping the curve to represent the business value of the work item over the expected lifecycle. So if there are tiered penalties for work items that breach their due date and time, the graph after SLA can be arranged to reflect these tiers.}}
+You can refine the graph by dragging and dropping the curve to represent the business value of the work item over the expected lifecycle. So if there are tiered penalties for work items that breach their due date and time, you can arrange the graph after SLA to reflect these tiers. |}}
 |Status=No
 }}{{Section
@@ Line 26: / Line 19: @@
 |alignment=Horizontal
 |Media=Image
-|image=Prioritization_1.png
+|image=Prioritization_5.png
-|structuredtext=#Select the '''Settings''' tab.
+|structuredtext=On the '''Configuration''' tab, select the '''Prioritization''' tool from the left toolbar. This displays Prioritization schema details. You can edit them if you have the appropriate privileges.
 You can edit the schema by:
@@ Line 41: / Line 31: @@
 Use the '''Reset''' button to reset changes made in the graph and priority tables.
 |Status=No
 }}{{Section
@@ Line 48: / Line 36: @@
 |anchor=Fieldnames
 |alignment=Vertical
-|Media=
+|structuredtext={{NoteFormat|Changes that you make in the static fields and in the table are reflected dynamically in the '''Priority over time''' graph.|}}
 *'''Name'''&mdash;The schema name.
 *'''Urgency'''&mdash;The units in which the intervals for calculation are denominated:  Days, Hours or Minutes.
-*'''SLA'''&mdash;The interval (Days, Hours or Minutes) by the end of which workitems must be completed.
+*'''SLA'''&mdash;The interval (Days, Hours or Minutes) by the end of which work items must be completed.
-*'''With priority management over'''&mdash;The post-SLA interval (Days, Hours or Minutes) during which the workitems are to be monitored and managed.
+*'''With priority management over'''&mdash;The post-SLA interval (Days, Hours or Minutes) during which the work items are to be monitored and managed.
-*'''Priority'''&mdash;Minimum, SLA and Maximum priorities for the workitems.
+*'''Priority'''&mdash;Minimum, SLA and Maximum priorities for the work items.
-*'''Speed of increase as SLA approaches'''&mdash;Use the slider bar to accelerate or decelerate the change in priority when workitems under this schema are reprioritized before their SLA. As you move the slider bar, the curvature of the '''Priority over time''' graph changes dynamically to reflect the changes. A straighter line indicates a more single-speed regime. A more curved line indicates acceleration as the SLA approaches.
+*'''Speed of increase as SLA approaches'''&mdash;Use the slider bar to accelerate or decelerate the change in priority when work items under this schema are reprioritized before their SLA. As you move the slider bar, the curvature of the '''Priority over time''' graph changes dynamically to reflect the changes. A straighter line indicates a more single-speed regime. A more curved line indicates acceleration as the SLA approaches.
-*'''Steps'''&mdash;The number of times the workitems under this schema are reprioritized, both before and after their SLA.
+*'''Steps'''&mdash;The number of times the work items under this schema are reprioritized, both before and after their SLA.
 *'''Reduce interval as SLA approaches'''&mdash;Use the slider bar to alter the interval between reprioritization steps as the SLA approaches.
 |Status=No
 }}{{Section
@@ Line 68: / Line 52: @@
 |alignment=Horizontal
 |Media=Image
-|image=Prioritization_2.png
+|image=Prioritization_6.png
-|structuredtext=#Select the '''Settings''' tab.
+|structuredtext=To create a new Prioritization schema, on the '''Configuration''' tab, select the '''Prioritization''' tool from the left toolbar and click '''Add prioritization...'''
 Use the field definitions above to set up your new schema. Some fields have default values, listed here:
@@ Line 85: / Line 67: @@
 **'''Before SLA'''&mdash;<tt>10</tt>
 **'''After SLA'''&mdash;<tt>5</tt>
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=How to set up and work with the Prioritization schemas that control how workitems' priorities are updated.
 |ComingSoon=No
-|Platform=PureEngage
+|Platform=GenesysEngage-onpremises
 |Prereq=
 |Section={{Section

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

WikiSysop at 10:45, April 27, 2022

Santhosh Annamalai: Published

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"