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

WikiSysop at 09:31, August 24, 2022

2022-08-24T09:31:09Z

WikiSysop at 13:48, August 18, 2022

2022-08-18T13:48:34Z

WikiSysop at 09:30, August 10, 2022

2022-08-10T09:30:56Z

Santhosh.annamalai@genesys.com: Published

2021-06-22T18:48:41Z

Published

Peter.chaplin@genesys.com: Published

2021-03-31T16:44:03Z

Published

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Pchaplin: Published

2020-10-28T15:33:46Z

Published

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

2020-07-25T02:31:52Z

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

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

2020-07-15T11:44:53Z

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

WikiSysop: Text replacement - "Genesys Cloud iWD" to "Cloud iWD"

2020-07-15T11:12:20Z

Text replacement - "Genesys Cloud iWD" to "Cloud iWD"

Bgrenon: Published

2020-06-09T14:05:23Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Set up iWD
|TocName=Set up iWD
|Context=A high-level view of the steps you need 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=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=High-level process
|anchor=High-levelprocess
|alignment=Vertical
|Media=
|image=
|structuredtext=At a high level, you'll need to complete the following steps to implement Genesys Cloud iWD:

#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=top|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=top|display text=Endpoints}} that correspond to the target endpoints created in your Designer routing application.
##Create {{Link-SomewhereInThisManual|topic=IWDCategories|anchor=top|display text=Categories}} that correspond to specific departments or business processes and their hierarchies (business context), associate each with an Endpoint and 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=top|display text=Prioritization schemas}} that control the logic and speed with which workitems are (re-)prioritized both before and after their Service Level Agreement, and 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=Integrate|display text=Integrating source systems}} below).
#{{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=top|display text=Monitor}} the activity of your contact center as iWD manages the global queue of workitems.
#{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=top|display text=Manage}} individual workitems or groups of them while they are being queued and distributed by iWD.
#Report on historical contact center activity using {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}. Report on realtime activity through the iWD Manager {{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=top|display text=Monitoring features}} on the '''Summary''' tab and through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Pulse}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Integrate
|anchor=Integratingsourcesystems
|alignment=Vertical
|Media=
|image=
|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'll need to develop an adapter for your third-party application that can create and stop workitems by using the Cloud IWD API. It should also update information about a workitem, if needed, and be capable of retrieving it, or receiving 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'll need one webhook URL per source system to be configured so that your source system can receive messages about workitems back from Cloud IWD. You'll need to work with your Genesys representative to configure this.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Starting/updating/stopping a workitem
|anchor=Starting/updating/stoppingaworkitem/interaction
|alignment=Vertical
|Media=
|image=
|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.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 21: / Line 21: @@
 |Media=Video
 |image=729922994
-|structuredtext=Add the following configuration option in [[PEC-AS/Current/ManageCC/Agent Annex#Configuring the Agent Annex|Agent Setup]] to enable the work item channel for your agents or agent groups:
+|structuredtext=Watch this video to learn how to enable work item channel.
 #Select an agent from the '''Users''' tab or an agent group from the '''Agent Groups''' tab.

@@ Line 30: / Line 30: @@
 |Status=No
 }}{{Section
-|sectionHeading=Configure Agent Desktop
+|sectionHeading=Configure Agent Workspace
 |anchor=Configure AD
 |alignment=Vertical
-|structuredtext={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Getting_started|display text=Configure Agent Desktop}} for the agents in your contact center.
+|structuredtext={{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Getting_started|display text=Configure Agent Workspace}} for the agents in your contact center.
 |Status=No
 }}{{Section
@@ Line 84: / Line 84: @@
 *Implicit (recommended)&mdash;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.}}
+*#{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Service_Client_options|display text=Set up Agent Workspace 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.
+*#Disable the '''Mark Done''' button in Agent Workspace (as mentioned earlier in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview|display text=Configuring Agent Workspace}}  and instead invoke the '''markdone''' method.
 *#Set the disposition code by invoking the '''setUserData''' method.
 *Explicit&mdash;stop by using the IWD API. This requires additional configuration from your Genesys representative.

@@ Line 15: / Line 15: @@
 *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}}.
 *Your Genesys team will initially configure {{Link-SomewhereInThisManual|topic=IWDRBAC|anchor=|display text=Role-Based Access Control (RBAC)}} for all users of Workload Manager.
+|Status=No
-==Enable work item channel==
+}}{{Section
-Add the following configuration option in [[PEC-AS/Current/ManageCC/Agent Annex#Configuring the Agent Annex|Agent Setup]] to enable the work item channel for your agents or agent groups:
+|sectionHeading=Enable work item channel
 #Select an agent from the '''Users''' tab or an agent group from the '''Agent Groups''' tab.
@@ Line 24: / Line 28: @@
 #Click '''+''' to create a key called '''openmedia.workitem-channels'''.
 #Assign '''workitem''' as the value and click '''Save'''.
 |Status=No
 }}{{Section

@@ Line 15: / Line 15: @@
 *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}}.
 *Your Genesys team will initially configure {{Link-SomewhereInThisManual|topic=IWDRBAC|anchor=|display text=Role-Based Access Control (RBAC)}} for all users of Workload Manager.
 |Status=No
 }}{{Section

@@ Line 3: / Line 3: @@
 |DisplayName=Set up iWD
 |TocName=Set up iWD
-|Context=A high-level view of the steps you need 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.
+|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
-|Media=
+|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=top|display text=Role-Based Access Control (RBAC)}} for all users of iWD Manager.
+#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=top|display text=Endpoints}} that correspond to the target endpoints created in your Designer routing application.
+##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=top|display text=Categories}} that correspond to specific departments or business processes and their hierarchies (business context), associate each with an Endpoint and create a set of Service Level Agreement-based rules for how workitems in each Category are to be handled.
+##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=top|display text=Prioritization schemas}} that control the logic and speed with which workitems are (re-)prioritized both before and after their Service Level Agreement, and associate the schemas to Categories.
+##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=Integrate|display text=Integrating source systems}} below).
+#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=top|display text=Monitor}} the activity of your contact center as iWD manages the global queue of workitems.
+#{{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=top|display text=Manage}} individual workitems or groups of them while they are being queued and distributed by iWD.
+#{{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 realtime activity through the iWD Manager {{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=top|display text=Monitoring features}} on the '''Summary''' tab and through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Pulse}}.
+#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
@@ Line 36: / Line 31: @@
 |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'll need to develop an adapter for your third-party application that can create and stop workitems by using the Cloud IWD API. It should also update information about a workitem, if needed, and be capable of retrieving it, or receiving messages about it if webhooks are configured to communicate back to source systems. (Webhooks must be configured by Genesys.)
+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:
 <!--{{AnchorDiv|Configure3rdParty}}
@@ Line 49: / Line 48: @@
 ===Add a webhook URL for each source system in IWD Manager===
-You'll need one webhook URL per source system to be configured so that your source system can receive messages about workitems back from Cloud IWD. You'll need to work with your Genesys representative to configure this.
+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
@@ Line 57: / Line 54: @@
 |anchor=Starting/updating/stoppingaworkitem/interaction
 |alignment=Vertical
 |structuredtext=The typical workflow is as follows:
@@ Line 69: / Line 64: @@
 *Implicit (recommended)&mdash;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.
+*#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&mdash;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.
-|structuredtextwide=
+|Status=No
-|FAQHeading=
+}}{{Section
 |Status=No
 }}
 }}

@@ Line 6: / Line 6: @@
 |Dimension=Journey
 |ComingSoon=No
-|Platform=PureEngage
+|Platform=GenesysEngage-onpremises
 |Prereq=
 |Section={{Section

@@ Line 14: / Line 14: @@
 |Media=
 |image=
-|structuredtext=At a high level, you'll need to complete the following steps to implement Genesys Cloud iWD:
+|structuredtext=At a high level, you'll need to complete the following steps to implement Cloud iWD:
 #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}}.

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

WikiSysop at 09:31, August 24, 2022

WikiSysop at 13:48, August 18, 2022

WikiSysop at 09:30, August 10, 2022

Santhosh.annamalai@genesys.com: Published

Peter.chaplin@genesys.com: Published

Pchaplin: Published

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

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

WikiSysop: Text replacement - "Genesys Cloud iWD" to "Cloud iWD"

Bgrenon: Published

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

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