PEC-IWD/HIW - Revision history

WikiSysop at 13:48, August 18, 2022

2022-08-18T13:48:36Z

Peter.chaplin@genesys.com: Published

2021-05-25T14:54:25Z

Published

Peter.chaplin@genesys.com: Published

2020-11-16T11:23:23Z

Published

Peter.chaplin@genesys.com: Published

2020-11-16T11:14:49Z

Published

Peter.chaplin@genesys.com: Published

2020-11-05T15:25:37Z

Published

Peter.chaplin@genesys.com: Published

2020-11-05T15:19:15Z

Published

New page

{{HIW
|product=Draft:PEC-IWD
|Standalone=Yes
|DisplayName=How Cloud iWD works
|TocName=How Cloud iWD works
|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. 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.
|UseCase=BO02, BO03
|ComingSoon=No
|Platform=GenesysEngage-cloud
|Role=Administrator
|featurename=Cloud iWD
|ShortDescription=iWD lets you capture workitems from existing enterprise workflow systems and create, monitor and manage a single global task list 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.
|overviewtext=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—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 distributed to the right resource at the right time, regardless of media type, system or location.

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.
|featureoverview=Use the 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 Designer application handles routing/distribution of the workitems, which are then handled by employees using Agent Desktop.

Monitoring of real-time activity is available in iWD Manager and also in Pulse, and historical reporting is also available through Genesys CX Insights.
}}

@@ Line 14: / Line 14: @@
 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.
-|featureoverview=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 routing/distribution of the workitems. Workitems are continually re-prioritized according to Service Level Agreements, and are then handled by employees using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}.
+|featureoverview=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 routing/distribution of the workitems. Workitems are continually re-prioritized according to Service Level Agreements, and are then handled by employees using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Workspace}}.
 {{Link-AnywhereElse|product=PEC-IWD|version=Current||manual=Administrator|topic=IWDMonitor|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}}. Historical reporting is  available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.

@@ Line 14: / Line 14: @@
 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.
-|featureoverview=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 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}}.
+|featureoverview=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 routing/distribution of the workitems. Workitems are continually re-prioritized according to Service Level Agreements, and are then handled by employees using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}.
-{{Link-AnywhereElse|product=PEC-IWD|version=Current||manual=Administrator|topic=IWDMonitor|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}}. Historical reporting is also available through Genesys CX Insights.
+{{Link-AnywhereElse|product=PEC-IWD|version=Current||manual=Administrator|topic=IWDMonitor|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}}. Historical reporting is  available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
 <br />
 }}

@@ Line 14: / Line 14: @@
 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.
-|featureoverview=Use the 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 Designer application handles routing/distribution of the workitems, which are then handled by employees using Agent Desktop.
+|featureoverview=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 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}}.
-Monitoring of real-time activity is available in iWD Manager and also in Pulse. Historical reporting is also available through Genesys CX Insights.
+{{Link-AnywhereElse|product=PEC-IWD|version=Current||manual=Administrator|topic=IWDMonitor|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}}. Historical reporting is also available through Genesys CX Insights.
 }}

@@ Line 2: / Line 2: @@
 |product=Draft:PEC-IWD
 |Standalone=Yes
-|DisplayName=How Cloud iWD works
+|DisplayName=How Intelligent Workload Distribution works
-|TocName=How Cloud iWD works
+|TocName=How IWD works
-|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. 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 from existing enterprise workflow systems and create, monitor and manage a 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.
 |UseCase=BO02, BO03
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Role=Administrator
-|featurename=Cloud iWD
+|featurename=Intelligent Workload Distribution
-|ShortDescription=iWD lets you capture workitems from existing enterprise workflow systems and create, monitor and manage a single global task list 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.
+|ShortDescription=IWD lets you capture work items, emails and leads ("work items") from existing enterprise workflow systems and create, monitor and manage a 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.
-|overviewtext=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 global task list, sorted on business value, that ensures that the most critical or highest-value workitem are distributed to the right resource at the right time, regardless of media type, system or location.
+|overviewtext=IWD takes work items from existing enterprise software applications (such as ERP, BPM, DCM, Salesforce) 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 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.
-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.
 |featureoverview=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 routing/distribution of the workitems. Workitems are continually re-prioritized according to Service Level Agreements, and are then handled by employees using {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}}.