Integrate iWD with Genesys Workforce Management (WFM)

• Administrator

Improve management of your contact center workforce by integrating iWD with Genesys Workforce Management (WFM).

Related documentation:

• How Intelligent Workload Distribution works

Overview

To improve management of your contact center workforce, you can integrate iWD with Genesys Workforce Management (WFM). To enable WFM functionality, WFM processes three metrics for each activity every 15 minutes:

• Interaction Volume ("new")—The total number of workitems placed in Cloud iWD categories that correspond to the activity in the last 15-minute time interval.
• Average Handle Time (AHT)—The total time agents spent working on workitems divided by the total number of workitems processed.
• Actual Queue ("backlog")—The number of pending interactions (not completed yet) at the end of the last 15-minute time interval in all Cloud iWD categories corresponding to the activity.

iWD Data Mart provides Interaction Volume and Actual Queue. WFM reads Average Handle Time from Stat Server.

Important

1. Do not specify Stat Server metrics for Interaction Volume and Actual Queue during iWD Activity configuration in WFM. Doing this causes values from Stat Server to override metrics obtained from iWD Data Mart, causing WFM to show incorrect numbers.
2. If Data Mart fails to send data to WFM, it tries to send metrics for all missed intervals during the next run.

Limitations

• iWD/WFM integration supports only 1:1 mapping between iWD categories and WFM activities.
• iWD categories and WFM activities must have identical names.
• Activities must have unique names—you cannot use duplicate names: WFM receives no data in this case.
• You must provision and configure tenants manually using Configuration Manager.
• Exactly two levels of category tree are matched to WFM activity.
• To match a one-level category activity, you must use |Unknown as the second level. For example, to match category Default activity you must create Default|Unknown.
• You cannot use third or lower levels in activity-to-category mapping.
• If a category has second-level entries, you cannot match the first-level entry to an activity. For example, if you have configured WFM|WFM_subcategory1 and WFM|WFM_subcategory2, you cannot use WFM|Unknown activity.
• If iWD reclassifies a workitem after reporting it to WFM for the first time, it will not be reported as PERF_ITEM_ACT_IV but will be reported in PERF_ITEM_ACT_QUEUE on subsequent interval.

Important

Take into account the fact that iWD Data Mart runs every 15 minutes, which does not necessarily match WFM intervals' boundaries. So there could be delays in data becoming visible in WFM.

Configure iWD/WFM integration

1. Configure Filters for the selected iWD Categories to make it possible to calculate AHT for the corresponding Activities:
   1. Connect to the tenant Configuration Server.
   2. Go to Applications > region > WFM > SS_WFM > Application Options.
   3. Add a new option under the Filters section:

      <option_name>=PairExists("category_path","<iWD_Category> <iWD_Subcategory>")

      For example, WFMTestSubcat1_Filter=PairExists("category_path","WFMTestCategory WFMTestSubcategory1").

   4. Save the changes.
   5. Open Applications > region > WFM > SS_WFM_B > Application Options.
   6. Repeat steps 3 through 5.
2. Create Activities as normal WFM activities taking into account the following guidelines:
   1. Create one Activity of type Deferred per category with the following naming pattern:

      iWD_Category/iWD_Subcategory

      and with the identical name as in iWD.

   2. Create a special Activity named Default/Unclassified to handle unclassified workitems.
   3. Create a separate Filter for it as described in step 1.
   4. Configure the Average Handle Time (AHT) statistic for each Activity:
      1. Open WFM Web for Supervisors > Configuration > Activities.
      2. Open the Activity > Statistics tab.
      3. Click Add.
      4. Configure:
         1. Type = Handle Time.
         2. Either Group of Agents or Group of Places depending on your needs.
         3. Total Handle Time = WFM_Workitem_Interactions_Processing_Time.
         4. Interactions Handled = WFM_Workitem_Interactions_Processed.
         5. Filters = <select the filter for the corresponding iWD Category/Subcategory>.
      5. Click Apply.
      6. Save the Activity.