Test iWD provisioning

How to make an end-to-end test of your iWD provisioning setup in conjunction with the supplied CIWD Designer sample application.

Related documentation:

• How Intelligent Workload Distribution works

1. Create an interaction with this cURL command that will set the workitem'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 iWD Manager.
   1. In the iWD Manager Workitems tab, check Search, filter and modify workitems.
   2. In the iWD Manager Summary tab, check Category-based graphs and statistics.
   3. In the iWD Manager Settings tab, check the configuration of Category tree, Priority and Endpoints.
4. Check workitem 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 workitem should be routed to employee #1.
8. Open the workitem.
9. Disposition the workitem.
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.