intelligent Workload Distribution - Genesys Documentation

Intelligent Workload Distribution

IWD lets you capture work items, emails , and leads ("work items") from existing enterprise workflow systems and create, monitor and manage a single Universal Queue for your contact center, 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.

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This is a draft page; the published version of this page can be found at PEC-IWD.

Click on any of the following to see the documentation for that version:

Get Started

Release Notes

Intelligent Workload Distribution release notes

Provisioning & configuring IWD

Working with work items in Workload Manager

Private Edition

Find detailed information about how to deploy this service in your environment.

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