ReleaseNotes/Current/GenesysEngage-cloud/Intelligent Workload Distribution

Not all releases or changes listed below may pertain to your deployment. Check the table below to see which releases apply to you.

RSS:

• For cloud
• For private edition

Important

The Release table lists the initial availability date for each release and the deployment environments for which a release is made available. Except when otherwise stated in the description for a specific release, each release includes all of the features and resolved issues that were introduced on earlier dates, regardless of the deployment environment. The features and resolved issues that apply only to a specific deployment environment are noted as such.

Service	Available	Genesys CX on		Private edition	Highlights	Release
		AWS	Azure
Intelligent Workload Distribution	December 3, 2024				Performance, observability, security, and resiliency improvements.	100.0.101.0000
Intelligent Workload Distribution	July 3, 2024				Performance, observability, security, and resiliency improvements.	100.0.099.0000
Intelligent Workload Distribution	February 21, 2024				Performance, observability, security, and resiliency improvements.	100.0.098.0000
Intelligent Workload Distribution	October 20, 2023				Performance, observability, security, and resiliency improvements.	100.0.097.0000
Intelligent Workload Distribution	July 24, 2023				Performance, observability, security, and resiliency improvements.	100.0.096.0000
Intelligent Workload Distribution	May 23, 2023				Performance, observability, security, and resiliency improvements.	100.0.095.0000
Intelligent Workload Distribution	March 27, 2023				Resolved issue.	100.0.094.2394
Intelligent Workload Distribution	February 21, 2023				Performance, observability, security, and resiliency improvements.	100.0.094.2376
Intelligent Workload Distribution	January 10, 2023				Performance, observability, and resiliency improvements.	100.0.093.0000
Intelligent Workload Distribution	November 1, 2022				Workload Manager now correctly expands the length of displayed text in the Category column when the column width is resized.	100.0.092.0000
Intelligent Workload Distribution	October 4, 2022				Support for bulk import of categories.	100.0.091.0000
Intelligent Workload Distribution	August 23, 2022				Improvements to the Search UI.	100.0.090.0000
Intelligent Workload Distribution	July 26, 2022				Compatibility and performance improvements.	100.0.089.0000
Intelligent Workload Distribution	July 11, 2022				Compatibility and performance improvements.	100.0.088.0000
Intelligent Workload Distribution	June 28, 2022				Generally Available release for Genesys Multicloud CX private edition deployments on the officially supported Kubernetes platforms. Support for Genesys Multicloud CX private edition deployments on Azure Kubernetes Service (AKS). Enhancements to dashboards and legend on the Dashboards page. Various other improvements.	100.0.087.2006
Intelligent Workload Distribution	May 24, 2022				A new option to perform a quick copy of work items. Fixes for Workload Manager.	100.0.086.0000
Intelligent Workload Distribution	April 21, 2022				Improvements for stability and scalability.	100.0.084.0000
Intelligent Workload Distribution	April 7, 2022				Improvements to filtering and viewing categories affected by an endpoint.	100.0.083.0000
Intelligent Workload Distribution	March 24, 2022				Support for easy-to-understand date filters. Improvements to the Filter & View tab.	100.0.082.0000
Intelligent Workload Distribution	February 17, 2022				Improvements to the Prioritization schema and Booster Table UI.	100.0.081.0000
Intelligent Workload Distribution	January 13, 2022				New table format for viewing email headers.	100.0.080.0000
Intelligent Workload Distribution	December 8, 2021				Fixes for Workload Manager.	100.0.079.0000
Intelligent Workload Distribution	November 3, 2021				Improvements to Categories testing.	100.0.078.0000
Intelligent Workload Distribution	October 20, 2021				Added validation for Category names.	100.0.077.0000
Intelligent Workload Distribution	October 6, 2021				New feature to support automatic completion of work items. Rearrange categories by drag and drop method.	100.0.076.0000
Intelligent Workload Distribution	September 23, 2021				New feature to support transfer of work items to the Universal Queue. Improvements to categories and categorization rules.	9.0.000.75
Intelligent Workload Distribution	September 9, 2021				Improvements to Workitem History, Universal Queue, and Categories.	9.0.000.74
Intelligent Workload Distribution API	September 9, 2021				New fields in responses for actions API requests.	9.0.000.74
Intelligent Workload Distribution	August 11, 2021				Improvements to IWD reports in Genesys CX Insights.	9.0.000.72
Intelligent Workload Distribution	July 22, 2021				Minor UI changes.	9.0.000.71
Intelligent Workload Distribution API	July 9, 2021				Update to sourceSystemDueDate field logic.	9.0.000.70
Intelligent Workload Distribution	July 9, 2021				Displays workitem history.	9.0.000.70
Intelligent Workload Distribution	June 24, 2021				Agents can pull interactions from the Universal Queue.	9.0.000.69
Intelligent Workload Distribution	May 12, 2021				Fixes for Workload Manager.	9.0.000.67
Intelligent Workload Distribution	April 29, 2021					9.0.000.66
Intelligent Workload Distribution	March 31, 2021				Support for Genesys Multicloud CX Email. Support for Genesys Engage cloud on Azure	9.0.000.65
Intelligent Workload Distribution API	March 31, 2021				Support for Genesys Engage cloud on Azure	9.0.000.65

Intelligent Workload Distribution: December 03, 2024

What's New

• Minor UI improvements in Workload Manager. (CIWD-5702, CIWD-5703, CIWD-5704)

• Performance, observability, security, and resiliency improvements. (CIWD-5684)

• Improved IWD behavior in response to Elastic Cloud Service failures. (CIWD-5636)

Intelligent Workload Distribution: July 03, 2024

What's New

• Improved IWD behavior in response to outbound email failures. (CIWD-5570, CIWD-5544)

• Configuration optimization when adding a file extension to the list of acceptable attachment types. (CIWD-5536)

• Performance, observability, security, and resiliency improvements.

• Minor UI improvements in Workload Manager.

Intelligent Workload Distribution: February 21, 2024

What's New

• Performance, observability, security, and resiliency improvements.

• Minor UI improvements in Workload Manager.

Intelligent Workload Distribution: October 20, 2023

What's New

• Performance, observability, security, and resiliency improvements.

Intelligent Workload Distribution: July 24, 2023

What's New

• Performance, observability, security, and resiliency improvements.

Resolved Issues

• Workload Manager now correctly handles re-authentication to a mailbox of type GMAIL or GRAPH via user sign-in on behalf. Previously, there were scenarios where the sign-on might have failed and was handled incorrectly, leading to the mailbox being marked as authenticated in UI while authentication was, in fact, failing. (CIWD-5262)

Intelligent Workload Distribution: May 23, 2023

What's New

• Performance, observability, security, and resiliency improvements.

Intelligent Workload Distribution: March 27, 2023

Resolved Issues

• IWD now correctly handles interactions that are restarted by the routing strategy and later pulled by an agent. Previously, when an item was marked done by the agent, the same item was subsequently re-routed to an agent because it wasn’t considered complete. (CIWD-5103)

Intelligent Workload Distribution: February 21, 2023

What's New

• Performance, observability, security, and resiliency improvements. (CIWD-4999) (CIWD-5035)

Intelligent Workload Distribution: January 10, 2023

What's New

• Performance, observability, and resiliency improvements. (CIWD-3982)

Intelligent Workload Distribution: November 01, 2022

Resolved Issues

• Workload Manager now correctly expands the length of displayed text in the Category column when the column width is resized. (CIWD-4782)

Intelligent Workload Distribution: October 04, 2022

What's New

• Workload Manager now supports bulk import of categories. (CIWD-2599)

Intelligent Workload Distribution: August 23, 2022

What's New

• The Workload Manager UI now includes a new option, Apply Search, to apply the search input in the Search box. Users can also use the existing method of pressing Enter after typing the input. (CIWD-4236)

• Users can now click on a tile on the By key metrics dashboard to view the work items in the Universal Queue that contribute to the metric value. (CIWD-4180)

• When entering a Lucene query to search the Universal Queue, the Search field now displays the entire query regardless of the query length. Previously, the field always displayed a single line of query even if the query extended to multiple lines. (CIWD-4034)

Intelligent Workload Distribution: July 26, 2022

What's New

• This release includes compatibility and performance improvements.
  

Intelligent Workload Distribution: July 11, 2022

What's New

• This release includes compatibility and performance improvements.

Intelligent Workload Distribution: June 28, 2022

• Private Edition: 100.0.087.2006 available July 05, 2022
• Helm charts and containers

What's New

• A new dashboard, Key Metrics, is now available in Workload Manager. (CIWD-3079)

• Workload Manager now groups similar events in the work item history and displays a count of events in a group. The grouping can be expanded or collapsed. This feature provides a broader picture of the events in the life-cycle of a work item. (CIWD-3783)

• A new table is added on the Configuration – Endpoints page to show the exact categories utilizing the current endpoint. (CIWD-3996)

• Workload Manager now automatically fills the Segment By field on the Configuration – Endpoints page with the category_path value when a user creates an endpoint. (CIWD-3937)

• The Lucene Query field on the Configuration – Categories page now displays the entire query regardless of the query length. Previously, the field always displayed a single line of query even if the query extended to multiple lines. (CIWD-3938)

• When a user selects Time interval > Absolute on the Universal Queue page, Workload Manager now shows the time zone along with the date and time range picker. (CIWD-3928)

• Workload Manager now displays a legend for the Overall Backlog and Arrival and Completion Volumes tables on the Dashboards page. (CIWD-4044)

Resolved Issues

• Categories without any record of work items in the chosen time period are no longer displayed in the legend for the Overall Backlog By Category dashboard. (CIWD-3942)

• The Workload Manager UI now displays the user name in the <username>@<corporation> format. (CIWD-3858)

For private edition

• As of July 13, 2022, Intelligent Workload Distribution is Generally Available for deployment in Genesys Multicloud CX private edition on the Kubernetes platforms officially supported by Genesys.

• Intelligent Workload Distribution supports deployments on Azure Kubernetes Service (AKS) in Genesys Multicloud CX private edition. (CPE-4707)

Intelligent Workload Distribution: May 24, 2022

What's New

• The Apply to Selected option is now the default action when performing a bulk update in the Universal Queue. (CIWD-3782)

• Workload Manager now displays an option to perform a quick copy of a work item when you hover your mouse over the work item. (CIWD-3781)

Resolved Issues

• Workload Manager now handles addition of child categories without any delay. Previously, users faced a delay when adding a child category. (CIWD-3815)

• Workload Manager now displays a confirmation dialog upon deleting a webhook. (CIWD-3003)

• You can now edit the existing interval and priority values in the Email Reply Booster Table. Previously, there was no option to edit the existing values. (CIWD-2700)

Intelligent Workload Distribution: April 21, 2022

Resolved Issues

• This release includes improvements for stability and scalability.

Intelligent Workload Distribution: April 07, 2022

What's New

• The following improvements add more flexibility in viewing categories affected by an endpoint:

  • You can now filter categories that are affected by an endpoint on the Configuration – Summary View screen.
  • You can now view the list of categories affected by an endpoint when you successfully save the endpoint using the endpoint editor. (CIWD-3233)

• When selecting a work item for categories testing, Workload Manager now indicates that any change in the category or the sample work item does not impact the original work item. (CIWD-3535)

Resolved Issues

• When copying a mailbox with a password or secret, Workload Manager now clears the corresponding fields and notifies the user that these fields are not copied due to security restrictions. (CIWD-3247)

Intelligent Workload Distribution: March 24, 2022

What's New

• When filtering work items via quick filters in Workload Manager, users can now select easy-to-understand date intervals such as Yesterday, Previous Week, This Year, Last Monday, and so on. (CIWD-2981)

• Workload Manager now allows users to rearrange filters and views using the drag-and-drop method. (CIWD-2601)

Intelligent Workload Distribution: February 17, 2022

What's New

• The following changes apply in the Prioritization - Booster Table UI:

  • Show Booster Table is renamed Show Email Reply Booster Table.
  • A tooltip is added next to the Show Email Reply Booster Table expand and collapse icon.
  • Booster Table is renamed Email Reply Booster Table.
  • A new button, Delete All Reply Intervals, is added. Users can use click this button to delete all reply intervals.
  • A tooltip is added next to the Initial Priority header. (CIWD-3237)

• The following changes apply in the Prioritization schema UI:

  • The With Priority Management over field is renamed as Overall Priority Management Time.
  • The Autocomplete message field is renamed as Autocomplete message (if email type). (CIWD-3236)

• When a user performs drag-and-drop of a workitem or an email into the Categories panel, the target Category is expanded to allow the user to drop the workitem or email into a child Category. (CIWD-3234)

Resolved Issues

• Pagination is now available for the Universal Queue. Previously, the Universal Queue had an infinite scroll. (CIWD-3398)

• Workload Manager UI is updated for German localization. Previously, some components were not localized in German. (CIWD-3131)

• Workload Manager no longer causes high CPU usage when working with Categories. (CIWD-3052)

Intelligent Workload Distribution: January 13, 2022

What's New

• Workload Manager now allows users to view email headers in a table format. Previously, the email headers were displayed in a single string field. (CIWD-3018)

Resolved Issues

• When IWD pulls an item from an agent’s workbin, the item’s queue state is now reset. (CIWD-3244)

• The Universal Queue search feature now displays the correct number of matching items if the search result exceeds 10000 items. (CIWD-3215)

• An issue that caused some persistent legend items to overlap the dashboard graph data is now fixed. (CIWD-3206)

• When the Autocomplete items feature is enabled, IWD does not automatically complete items that are being handled by agents. Previously in this scenario, IWD sometimes automatically completed items. (CIWD-3068)

• Names of categories that are filtered out or excluded are no longer displayed in the legend of the Overall Backlog By Categories dashboard in Workload Manager. (CIWD-2971)

Intelligent Workload Distribution: December 08, 2021

Resolved Issues

• Workload Manager now correctly displays a vertical line for highlighting SLA in the Priority Over Time graph of a Prioritization schema. (CIWD-3063)

Intelligent Workload Distribution: November 03, 2021

What's New

• After testing a category and its ruleset in Workload Manager, you can now click on the matched category name shown in the Test assignment criteria section to navigate to the exact category in the Categories panel. (CIWD-2867)

Intelligent Workload Distribution: October 20, 2021

What's New

• Workload Manager now validates Category names to ensure they are within the maximum character limit and contain only valid special characters. (CIWD-2842)

Resolved Issues

• Intelligent Workload Distribution now sends the updated iwd-priority key-value pair (KVP) to Designer when prioritization happens while an item is in the Routing state. This allows Designer to use the updated priority for routing decisions. (CIWD-2910)

• In the CX Insights for IWD folder, the GCXI Task Detail Report now shows the correct item handling time for an item that is cancelled while the item is placed in an agent’s workbin. (CIWD-2888)

• Workload Manager now correctly validates the matching rules syntax. Previously, syntax errors were reported when a syntactically correct rule contained square or curly brackets. (CIWD-2883)

Intelligent Workload Distribution: October 06, 2021

What's New

• Intelligent Workload Distribution can now be configured to automatically complete a work item or email at the end of a specified timeframe. You can use the With priority management over setting to set the timeframe. (CIWD-2144, CIWD-2254)

• Workload Manager now allows users to rearrange categories using the drag-and-drop method. (CIWD-2186)

Intelligent Workload Distribution: September 23, 2021

What's New

• Intelligent Workload Distribution now allows agents to transfer work items or emails back to the Universal Queue for re-classification from within the Agent Desktop. (CIWD-31)

• Intelligent Workload Distribution (IWD) can now be configured to automatically pull work items or emails from agents’ workbins if these items are not processed within the configured time. IWD subsequently sends these items to available agents again. (CIWD-2145)

• Users can now drag and drop a work item into a category from the categories tree to assign the work item to the category. (CIWD-2325)

• Users can now validate and test the categorization rules in Workload Manager. (CIWD-2497)

Intelligent Workload Distribution: September 09, 2021

What's New

• Workload Manager now displays the specific media type such as an email or a workitem in the Workitem History view. Previously, both these media types were displayed as tasks. (CIWD-2361)

• Items impacted by bulk actions are highlighted in the Universal Queue. (CIWD-2412)

• Workload Manager now displays an error when saving a category with incorrect rules. (CIWD-2456)

Resolved Issues

• Administrators can now select events such as workbin, pull, and transfer when configuring webhooks. (CIWD-2440)

• IWD now correctly purges Elasticsearch data from the expired items that were created 90 days ago. Previously, IWD incorrectly purged all items in Expired state. (CIWD-2255)

Intelligent Workload Distribution API: September 09, 2021

What's New

• Intelligent Workload Distribution API can now return two new fields in the response of bulk updates using actions API requests.

  • done: An array of IDs of items that were successfully updated.
  • failed: An array of IDs of items that were not successfully updated.
  This feature is disabled by default. To enable these extra fields, contact your Genesys representative. (CIWD-2153)
  More info: Intelligent Workload Distribution API

Intelligent Workload Distribution: August 11, 2021

What's New

• The following reports in the CX Insights for IWD folder now display the Agent Name column instead of Employee ID:

  • Resource Performance Dashboard
  • Resource Performance Report
  • Task Detail Report
  • Task Work Detail Report (CIWD-1882)

Intelligent Workload Distribution: July 22, 2021

What's New

• An additional confirmation window is shown when an agent performs a bulk operation on all items that are found through search. (CIWD-2237)

Intelligent Workload Distribution API: July 09, 2021

What's New

• Workload Manager now utilizes activation dates for work items that should not be handled immediately. Instead, a work item’s prioritization will only start once the activation date has been reached. There is also a change in the way the sourceSystemDueDate field is handled when you create a workitem using the Intelligent Workload Distribution API:

  • If sourceSystemDueDate has been provided and it is later than activation date, then sourceSystemDueDate value will be used instead of prioritization schema due date.
  • If sourceSystemDueDate has been provided and it is earlier than activation date, then sourceSystemDueDate will be ignored and prioritization schema due date will be used. (CIWD-1770)

Resolved Issues

• Field code rendering:

  • In previous versions, Contact.FullName was rendered only if both First and Last Name were provided. Now it is rendered even if one or both are omitted. (CIWD-2198)

Intelligent Workload Distribution: July 09, 2021

What's New

• Workload Manager now displays workitem history along with workitem details. (CIWD-1800)

Resolved Issues

• Workload Manager now displays UI and Server versions without any issue. (CIWD-1841)

Intelligent Workload Distribution: June 24, 2021

What's New

• IWD now allows agents to pull interactions that are waiting in the Universal Queue from within the Agent Desktop. (CIWD-1749)

• The Workbin state is now displayed in the Color-coded and Extended views in Workload Manager. (CIWD-1920)

Resolved Issues

• Workload Manager no longer converts strings inside a search query to uppercase. Previously, strings such as and, or, and not were converted to uppercase automatically. (CIWD-932)

• The Workbin state is now displayed correctly on all dashboards in Workload Manager. (CIWD-1987)

Intelligent Workload Distribution: May 12, 2021

What's New

• IWD introduces a new state called InWorkbin for items placed into workbins by agents. Previously, work items and emails placed into workbins showed the state of InRouting in Workload Manager. (CIWD-1904)

Resolved Issues

• Workload Manager now automatically completes only work items whose states are Assigned or inWorkbin. Previously, Workload Manager could automatically complete work items even if they had not been handled by agents (items with status InRouting). (CIWD-1971)

• Workload Manager now correctly enables autosuggest for users with the IWD User role. (CIWD-1624)

Intelligent Workload Distribution: April 29, 2021

Resolved Issues

• Workload Manager now correctly handles a selection of work items when moving to different screens. (CIWD-1791)

• You can now resize columns in the work items table. (CIWD-1719)

• Auto-acknowledgments that reside in the third level (or lower) of the standard response category tree are now retrieved and processed correctly. (CIWD-1931)

Intelligent Workload Distribution: March 31, 2021

What's New

• UI name changes — The following naming changes apply in the UI:

  • The IWD Manager application is now Workload Manager.
  • Tab names:
    • Workitems is now Universal Queue.
    • Summary is now Dashboards.
    • Settings is now Configuration. (CIWD-1434)

• Prioritization start dates — You can now adjust prioritization start dates and/or SLAs for a specific work item by using custom values in the sourceCreatedDateTime and sourceDueDateTime fields. (CIWD-1207)

• Copy attribute name — You can now copy a work item attribute name to the clipboard by clicking a special copy button in the Properties or System Properties table in the Workitem Details panel. The button becomes visible on mouseover of the table row that contains the particular attribute. (CIWD-930)

• Engage cloud Email — New Engage cloud Email features are delivered in Workload Manager. Please see the Email Release Note. (CIWD-261)

• Email Reporting — Two new reports in the CX Insights for IWD folder provide detailed reporting on inbound and outbound email activity:

  • Inbound Intraday Email Process Report
  • Outbound Email Report (CIWD-1087)

• Starting with this release, Intelligent Workload Distribution is available in Genesys Engage cloud on Azure. (CIWD-42)

Intelligent Workload Distribution API: March 31, 2021

What's New

• Starting with this release, Intelligent Workload Distribution API is available in Genesys Engage cloud on Azure.

Prior Releases

For information about prior releases of Intelligent Workload Distribution, click here: Intelligent Workload Distribution

For information about prior releases of Intelligent Workload Distribution API, click here: Intelligent Workload Distribution API