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= Use iWD Manager =
 
= Use iWD Manager =
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__NOINDEX__
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__NOINDEX__ {{Template:PEC_Migrated|
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Target=[https://all.docs.genesys.com/PEC-IWD/Current/Administrator/IWDManager IWD Manager]}}
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Use iWD Manager to:
 
Use iWD Manager to:
  
 
* [[IWDGTL|Search, display, manage and update workitems]] ('''Workitems''' tab)
 
* [[IWDGTL|Search, display, manage and update workitems]] ('''Workitems''' tab)
 
* [[IWDMonitor|Monitor workitems]] ('''Summary''' tab)
 
* [[IWDMonitor|Monitor workitems]] ('''Summary''' tab)
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* Configure iWD global settings ('''Settings''' tab). Reserved for Genesys Professional Services and Customer Care only.
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* Configure iWD global settings—Genesys use only—('''Settings''' tab)
  
 
[[File:CloudGTL_2.png|1100px]]
 
[[File:CloudGTL_2.png|1100px]]
  
 
{{NoteFormat|You can only view and/or use features and functions in iWD Manager if you have the appropriate [[IWDRBAC|roles and privileges]] assigned to you. On-screen features that are grayed out are not available. Contact your administrator to update your privileges.}}
 
{{NoteFormat|You can only view and/or use features and functions in iWD Manager if you have the appropriate [[IWDRBAC|roles and privileges]] assigned to you. On-screen features that are grayed out are not available. Contact your administrator to update your privileges.}}
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You can:
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* Drag and drop columns across the screen.
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* Sort multiple columns at once using the up and down sort arrows, which display on mouseover. Columns with sorting applied are indicated with a sequence number.
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* Scroll continuously to the bottom of the display list without paging.
  
 
[[Category:V:PSAAS:Public]]
 
[[Category:V:PSAAS:Public]]
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==Extended State information==
 
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The workitem's state is now displayed in an extended '''State''' column in iWD Manager. The table below describes the meaning of the symbols.
 
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{| border="1"
 
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|-
 
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! '''Extended'''
 
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! '''Colored'''
 
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! '''Description'''
 
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|-
 
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| [[File:StateSymbol1.png]]
 
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| [[File:StateNewColor.png]]
 
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| New
 
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|-
 
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| [[File:StateSymbol2.png]]
 
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|
 
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| Not yet distributed
 
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|-
 
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|
 
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| [[File:StateClassifiedColor.png]]
 
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| Classified
 
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|-
 
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|
 
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| [[File:StateQueued.png]]
 
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| Queued
 
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|-
 
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| [[File:StateSymbol3.png]]
 
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| [[File:StateHeldColor.png]]
 
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| Held
 
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|-
 
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| [[File:StateSymbol4.png]]
 
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| [[File:StateRoutingColor.png]]
 
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| In routing state, not yet assigned
 
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|-
 
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| [[File:StateSymbol5.png]]
 
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| [[File:StateAssignedColor.png]]
 
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| Being processed by an agent
 
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|-
 
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| [[File:StateSymbol6.png]]
 
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| [[File:StatusCompletedColor.png]]
 
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| Completed but not assigned to an agent
 
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|-
 
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| [[File:StateSymbol7.png]]
 
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| [[File:StateExpired1.png]]
 
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| Expired but not assigned to an agent
 
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|-
 
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| [[File:StateSymbol8.png]]
 
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| [[File:StateCompleted2.png]]
 
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| Completed and has been processed by an agent
 
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|-
 
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| [[File:StateSymbol9.png]]
 
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| [[File:StateExpired2.png]]
 
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| Expired and has been processed by an agent
 
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|-
 
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|
 
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| [[File:StateDeletedColor.png]]
 
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| Workitem has been deleted
 
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|-
 
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|
 
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| [[File:StateErrorColor.png]]
 
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| Workitem has an error
 
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|}
 
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====Switching between views====
 
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A '''Settings''' button has been added to iWD Manager. Use this button to:
 
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* Select the display of the State information:
 
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**Colored
 
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**Extended
 
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**Simple
 
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* Restore default columns and sorting views after customizations have been made.
 
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:[[File:SettingsButton2.png]]
 
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===Prioritization schema and Endpoints display===
 
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You can now see workitems' Prioritization schema and Endpoint displayed both in tooltips in the iWD Manager global workitem list's '''Category''' column and at the top of the '''Workitem Details''' panel.
 
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:[[File:ToolTips.png]]
 
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===New predefined queries===
 
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The following predefined queries have also been added to iWD Manager's global workitem list:
 
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* <tt>Was/Is assigned to an agent</tt>
 
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* <tt>Completed but never been assigned</tt>
 
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These enable you to easily identify whether workitems have been processed by an agent.
 

Latest revision as of 08:56, November 9, 2020

Use iWD Manager

Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to IWD Manager.


Use iWD Manager to:

CloudGTL 2.png

Important
You can only view and/or use features and functions in iWD Manager if you have the appropriate roles and privileges assigned to you. On-screen features that are grayed out are not available. Contact your administrator to update your privileges.

You can:

  • Drag and drop columns across the screen.
  • Sort multiple columns at once using the up and down sort arrows, which display on mouseover. Columns with sorting applied are indicated with a sequence number.
  • Scroll continuously to the bottom of the display list without paging.
This page was last edited on November 9, 2020, at 08:56.
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