View, edit and create Endpoints

How to set up and work with Endpoints that correspond to the Designer application Endpoints which determine how workitems are distributed.

Related documentation:

• How Intelligent Workload Distribution works

A Designer Endpoint corresponds with the Designer application to which workitems will be distributed. The Designer application:

• Determines how this workitem is matched with the employee.
• Can add any information that needs to be attached if further information needs to be retrieved prior to sending the work to the employee. (Genesys recommends that the majority of the information for the employee is attached by the Designer application.)
• Determines how to distribute the workitem.

Important

Configuration of tenants to which Endpoints belong, and of all routing to Endpoints takes place in Designer.

View, edit and create Endpoints

Select the Endpoint tool from the left toolbar, then select a Category to display or edit its Endpoint details.

To add a new Endpoint click Add endpoint...

The Limit field is the limit for the number of unassigned/incomplete interactions that iWD creates for routing. iWD tracks the number of such interactions by subscribing and monitoring the Interaction Server events for each Interaction Queue associated with the Endpoint. If the limit is reached, iWD will not create any more interactions until some interaction is assigned to an employee, stopped or placed into the final queue (defined by the Final queue option in the iWD Options page, which is for use by Genesys Professional Services/Customer Care only).

The Segment By field displays an attribute by which workitems reaching this Endpoint can be segmented. To make changes to this value, either select from the displayed list or manually enter a different attribute.

The User Data field displays key/value pairs that will be attached to the user data of workitems when they are classified and targeted at this Endpoint. You can delete existing key/value pairs and add additional ones here.

The Configuration panel displays read-only details of the specific Designer application streams associated with this Designer Endpoint. You can read more about Designer Application streams here.