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

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|TocName=Test IWD provisioning
 
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|Tags=BestPractices
 
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|Context=How to make an end-to-end test of your iWD provisioning setup in conjunction with the supplied CIWD Designer sample application.
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|Context=Create an end-to-end test of your IWD provisioning setup in conjunction with the supplied CIWD Designer sample application.
 
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#Create an interaction with this cURL command that will set the workitem's activation time to three minutes in the future.
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#Create an interaction with this cURL command that will set the work item's activation time to three minutes in the future.
 
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#:<source lang="curl">
 
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#Check that the interaction appears in real time reporting by creating iWD Queue Activity and iWD Agent Activity widgets based on the Genesys-supplied widget templates.
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#Check that the interaction appears in real time reporting by creating IWD Queue Activity and IWD Agent Activity widgets based on the Genesys-supplied widget templates.
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#Check that the interaction appears as expected in iWD Manager.
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#Check that the interaction appears as expected in Workload Manager.
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##In the iWD Manager '''Workitems''' tab, check Search, filter and modify workitems.
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##In the Workload Manager '''Universal Queue''' tab, check Search, filter and modify work items.
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##In the iWD Manager '''Summary''' tab, check Category-based graphs and statistics.
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##In the Workload Manager '''Dashboards''' tab, check Category-based graphs and statistics.
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##In the iWD Manager '''Settings''' tab, check the configuration of Category tree, Priority and Endpoints.
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##In the Workload Manager '''Configuration''' tab, check the configuration of Category tree, Priority and Endpoints.
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#Check workitem routing to an agent.
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#Check work item routing to an agent.
 
#Login workspace employee #1 with the following skill profile:
 
#Login workspace employee #1 with the following skill profile:
 
#*<tt>GSYS_skill_1 > 5</tt>
 
#*<tt>GSYS_skill_1 > 5</tt>
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#*<tt>GSYS_skill_3 > 2</tt>
 
#*<tt>GSYS_skill_3 > 2</tt>
 
#Make employee #1 ready.
 
#Make employee #1 ready.
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#Three minutes after receipt, the workitem should be routed to employee #1.
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#Three minutes after receipt, the work item should be routed to employee #1.
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#Open the workitem.
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#Open the work item.
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#Disposition the workitem.
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#Disposition the work item.
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#View the transfer in real time reporting by using the iWD Queue Activity and iWD Agent Activity templates described above.
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#View the transfer in real time reporting by using the IWD Queue Activity and IWD Agent Activity templates described above.
 
#Wait for 15 minutes.
 
#Wait for 15 minutes.
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#Check the Genesys CX Insights for iWD reports.
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#Check the Genesys CX Insights for IWD reports.

Latest revision as of 16:44, March 31, 2021

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



Create an end-to-end test of your IWD provisioning setup in conjunction with the supplied CIWD Designer sample application.


  1. Create an interaction with this cURL command that will set the work item's activation time to three minutes in the future. 
     curl --location --request POST 'https://<iwd-host>/iwd/v3/items' \
 --header 'Content-Type: application/json' \
 --header 'x-api-key: <iwd x-api-key>' \
 --data-raw '{
 "external_id":"e21c3332-eecd-4f3b-8a7f-c90",
 "FirstName":"Leonardo123",
 "LastName":"Doe",
 "EmailAddress":"Leonardo123@Doe.com",
 "PhoneNumber": "(925)555-1236499",
 "activate":"2020-02-18T11:35:03.077Z"    //Sample timestamp. Can be set to 3 minutes ahead of current time 
 }'
  2. Check that the interaction appears in real time reporting by creating IWD Queue Activity and IWD Agent Activity widgets based on the Genesys-supplied widget templates.
  3. Check that the interaction appears as expected in Workload Manager.
    1. In the Workload Manager Universal Queue tab, check Search, filter and modify work items.
    2. In the Workload Manager Dashboards tab, check Category-based graphs and statistics.
    3. In the Workload Manager Configuration tab, check the configuration of Category tree, Priority and Endpoints.
  4. Check work item routing to an agent.
  5. Login workspace employee #1 with the following skill profile:
    • GSYS_skill_1 > 5
    • GSYS_skill_2 > 2
    • GSYS_skill_3 > 2
  6. Make employee #1 ready.
  7. Three minutes after receipt, the work item should be routed to employee #1.
  8. Open the work item.
  9. Disposition the work item.
  10. View the transfer in real time reporting by using the IWD Queue Activity and IWD Agent Activity templates described above.
  11. Wait for 15 minutes.
  12. Check the Genesys CX Insights for IWD reports.
Retrieved from "https://all.docs.genesys.com/PEC-IWD/Current/Administrator/IWDTestProvision (2024-09-26 23:14:54)"
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