Difference between revisions of "PEC-IWD/Current/Administrator/IWDSetup"

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{{Article
 
{{Article
 
|Standalone=No
 
|Standalone=No
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|DisplayName=Set up iWD
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|DisplayName=Set up IWD
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|TocName=Set up iWD
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|TocName=Set up IWD
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|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=Learn how to set up IWD, integrate it with third-party source systems and/or email providers, and use the IWD API to submit work items, emails and leads ("work items") to IWD.
 
|Dimension=Journey
 
|Dimension=Journey
 
|ComingSoon=No
 
|ComingSoon=No
 
|Platform=GenesysEngage-cloud
 
|Platform=GenesysEngage-cloud
−
|Prereq=
 
 
|Section={{Section
 
|Section={{Section
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|sectionHeading=High-level process
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|sectionHeading=Define agents and agent groups
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|anchor=High-levelprocess
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|anchor=DefineAgents
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
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|structuredtext=Use Agent Setup to define agents and agent groups who will handle work items from your external systems.
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|image=
 
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|structuredtext=At a high level, you'll need to complete the following steps to implement Cloud iWD:
 
  
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#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}}.
+
*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}}.
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#Configure {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=CC_options_overview|display text=agent desktop}} options for your contact center.
+
*Your Genesys team will initially configure {{Link-SomewhereInThisManual|topic=IWDRBAC|anchor=|display text=Role-Based Access Control (RBAC)}} for all users of Workload Manager.
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#Configure {{Link-SomewhereInThisManual|topic=IWDRBAC|anchor=top|display text=Role-Based Access Control (RBAC)}} for all users of iWD Manager.
 
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#Define a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=routing application in Designer}} to handle incoming workitems to iWD.
 
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#Use iWD Manager to:
 
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##Create {{Link-SomewhereInThisManual|topic=IWDEndpoints|anchor=top|display text=Endpoints}} that correspond to the target endpoints created in your Designer routing application.
 
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##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.
 
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#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.
 
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#{{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
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Integrate
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|sectionHeading=Enable work item channel
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|anchor=Integratingsourcesystems
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|alignment=Horizontal
 +
|Media=Video
 +
|image=729922994
 +
|structuredtext=Watch this video to learn how to enable work item channel.
 +
|structuredtextwide=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:
 +
 
 +
#Select an agent from the '''Users''' tab or an agent group from the '''Agent Groups''' tab.
 +
#Navigate to '''Annex''' and find the '''interaction-workspace''' section.
 +
#If the '''interaction-workspace''' section does not exist, click '''Add Section''' and create it; otherwise, click the '''interaction-workspace''' section.
 +
#Click '''+''' to create a key called '''openmedia.workitem-channels'''.
 +
#Assign '''workitem''' as the value and click '''Save'''.
 +
|Status=No
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}}{{Section
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|sectionHeading=Configure Agent Workspace
 +
|anchor=Configure AD
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
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|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.
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|image=
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|Status=No
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|structuredtext====Create an application to submit workitems to Cloud IWD===
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}}{{Section
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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}}.
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|sectionHeading=Create a routing application
 +
|alignment=Vertical
 +
|structuredtext=Define a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=routing application in Designer}} to route work items, leads and email to agents based on skill, agent group, and so on.
  
−
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.)
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<br />
 +
|Status=No
 +
}}{{Section
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|sectionHeading=Create an application to submit workitems to IWD
 +
|anchor=3rdPartyApp
 +
|alignment=Vertical
 +
|structuredtext=Create a third-party system adapter to handle work items that come from your external source and submit them to Genesys. A third-party application such as Salesforce or Netsuite can interact with IWD through the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd|displaytext=iWD API}}.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Configure Engage cloud mailboxes
 +
|alignment=Vertical
 +
|structuredtext=When your Engage cloud email is provisioned (by Genesys), create {{Link-SomewhereInThisVersion|manual=Administrator|topic=IWDMailboxes|display text=Mailboxes}} to process incoming and outgoing email as work items.<br />
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Set up notifications back to the source system
 +
|alignment=Vertical
 +
|structuredtext=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 {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd|displaytext=here}} for more detail on webhooks.
  
−
<!--{{AnchorDiv|Configure3rdParty}}
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You must configure one {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd|displaytext=webhook}} URL per source system to be configured so that your source system can receive messages about work items back from IWD. Work with your Genesys representative to configure this.
−
===Configure third-party application screen pop-up ===
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|Status=No
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You can configure Cloud IWD to enable a third-party application screen pop-up inside Agent Desktop when an agent accepts a task. To do this, configure
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}}{{Section
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a pop-up from a third-party application screen for only workitems. You'll need to work with your Genesys representative to configure this approach.-->
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|sectionHeading=Configure the IWD application
 +
|alignment=Vertical
 +
|structuredtext=Use Workload Manager to:
  
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===Add a webhook URL for each source system in IWD Manager===
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*Create {{Link-SomewhereInThisManual|topic=IWDEndpoints|anchor=|display text=Endpoints}} that correspond to the target endpoints created in your Designer routing application.
−
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.
+
*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 work items in each Category are to be handled.
−
|structuredtextwide=
+
*Create {{Link-SomewhereInThisManual|topic=IWDPrioritization|anchor=|display text=Prioritization schemas}} that control the logic and speed with which work items are (re-)prioritized both before and after their Service Level Agreement. Associate the schemas to Categories.
−
|FAQHeading=
+
*Create Engage cloud Email {{Link-SomewhereInThisVersion|manual=Administrator|topic=IWDMailboxes|display text=mailboxes}} for your IWD solution.
 +
*Provision or create Standard Response Library content to use in {{Link-SomewhereInThisVersion|manual=Administrator|topic=IWDMailboxes|display text=auto-acknowledgement}} emails.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|sectionHeading=Starting/updating/stopping a workitem
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|sectionHeading=Start/update/stop a work item
 
|anchor=Starting/updating/stoppingaworkitem/interaction
 
|anchor=Starting/updating/stoppingaworkitem/interaction
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
 
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|image=
 
 
|structuredtext=The typical workflow is as follows:
 
|structuredtext=The typical workflow is as follows:
  
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#The application creates a workitem through the IWD API.
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#The application creates a work item through the IWD API.
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#The application updates the workitem through the IWD API (if needed).
+
#The application updates the work item through the IWD API (if needed).
−
#The application stops the workitem.
+
#The application stops the work item.
  
 
There are two ways for the application to stop an interaction:
 
There are two ways for the application to stop an interaction:
  
 
*Implicit (recommended)&mdash;stop by invoking Mark Done. For this method, complete the following steps:
 
*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.}}
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*#{{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.
 
*#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.
 
*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.
 
A sample application that demonstrates using the IWD API is also available through your Genesys representative.
−
|structuredtextwide=
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|Status=No
−
|FAQHeading=
+
}}{{Section
 +
|sectionHeading=Monitor and manage the Universal Queue
 +
|alignment=Vertical
 +
|structuredtext=*{{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=|display text=Monitor}} the near real-time activity of your contact center as IWD manages the universal queue of work items.
 +
*{{Link-SomewhereInThisManual|topic=IWDGTL|anchor=|display text=Manage}} individual work items or groups of them while IWD queues and distributes them.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Report on contact center activity
 +
|alignment=Vertical
 +
|structuredtext=*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 Workload Manager {{Link-SomewhereInThisManual|topic=IWDMonitor|anchor=|display text=Monitoring features}} on the '''Dashboards''' tab and through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RT|display text=Genesys Pulse}}.
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 09:31, August 24, 2022

This topic is part of the manual Intelligent Workload Distribution Administrator's Guide for version Current of Intelligent Workload Distribution.

Learn how to set up IWD, integrate it with third-party source systems and/or email providers, and use the IWD API to submit work items, emails and leads ("work items") to IWD.

Define agents and agent groups

Use Agent Setup to define agents and agent groups who will handle work items from your external systems.

Enable work item channel

Watch this video to learn how to enable work item channel.

Add the following configuration option in Agent Setup to enable the work item channel for your agents or agent groups:

  1. Select an agent from the Users tab or an agent group from the Agent Groups tab.
  2. Navigate to Annex and find the interaction-workspace section.
  3. If the interaction-workspace section does not exist, click Add Section and create it; otherwise, click the interaction-workspace section.
  4. Click + to create a key called openmedia.workitem-channels.
  5. Assign workitem as the value and click Save.

Configure Agent Workspace

Configure Agent Workspace for the agents in your contact center.

Create a routing application

Define a routing application in Designer to route work items, leads and email to agents based on skill, agent group, and so on.


Create an application to submit workitems to IWD

Create a third-party system adapter to handle work items that come from your external source and submit them to Genesys. A third-party application such as Salesforce or Netsuite can interact with IWD through the iWD API.

Configure Engage cloud mailboxes

When your Engage cloud email is provisioned (by Genesys), create Mailboxes to process incoming and outgoing email as work items.

Set up notifications back to the source system

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 here for more detail on webhooks.

You must configure one webhook URL per source system to be configured so that your source system can receive messages about work items back from IWD. Work with your Genesys representative to configure this.

Configure the IWD application

Use Workload Manager to:

  • Create Endpoints that correspond to the target endpoints created in your Designer routing application.
  • Create 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 work items in each Category are to be handled.
  • Create Prioritization schemas that control the logic and speed with which work items are (re-)prioritized both before and after their Service Level Agreement. Associate the schemas to Categories.
  • Create Engage cloud Email mailboxes for your IWD solution.
  • Provision or create Standard Response Library content to use in auto-acknowledgement emails.

Start/update/stop a work item

The typical workflow is as follows:

  1. The application creates a work item through the IWD API.
  2. The application updates the work item through the IWD API (if needed).
  3. The application stops the work item.

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:
    1. Set up Agent Workspace to use the Service Client API.
    2. Disable the Mark Done button in Agent Workspace (as mentioned earlier in Configuring Agent Workspace and instead invoke the markdone method.
    3. 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.

Monitor and manage the Universal Queue

  • Monitor the near real-time activity of your contact center as IWD manages the universal queue of work items.
  • Manage individual work items or groups of them while IWD queues and distributes them.

Report on contact center activity

Retrieved from "https://all.docs.genesys.com/PEC-IWD/Current/Administrator/IWDSetup (2025-06-20 21:14:49)"
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