(Update with the copy of version: draft) |
(Update with the copy of version: draft) |
||
| Line 3: | Line 3: | ||
[[File:Information.png|middle]] '''Note:''' Not all changes listed below may pertain to your deployment. | [[File:Information.png|middle]] '''Note:''' Not all changes listed below may pertain to your deployment. | ||
| + | For more information on Cloud iWD, see the documentation [[Documentation:PSAAS:Administrator:IWD|here]]. | ||
| + | |||
| + | *[[iWD#Nov2019|December 9, 2019 (9.0.000.35)]] | ||
*[[iWD#Oct2019|October 3, 2019 (9.0.000.27)]] | *[[iWD#Oct2019|October 3, 2019 (9.0.000.27)]] | ||
*[[iWD#June2019|June 28, 2019 (9.0.000.18)]] | *[[iWD#June2019|June 28, 2019 (9.0.000.18)]] | ||
*[[iWD#KnownIssues|Known Issues]] | *[[iWD#KnownIssues|Known Issues]] | ||
__NOTOC__ | __NOTOC__ | ||
| + | {{AnchorDiv|Nov2019}} | ||
| + | ==December 9, 2019 (9.0.000.35)== | ||
| + | ===What's New=== | ||
| + | '''Outbound REST Webhook updates''' | ||
| + | * Support for outbound REST webhook updates of workitem status back to the source system. This feature enables source systems to follow the progress of the workitem through Cloud iWD and to know the status of the workitem within Genesys. Genesys Professional Services will configure this feature. | ||
| + | '''Role-based Access Control''' | ||
| + | *You can now assign sets of permissions to iWD Manager users to restrict access to different features and functions. Available roles are: | ||
| + | **iWD Manager User (read-only) | ||
| + | **iWD Manager Supervisor | ||
| + | **iWD Manager Business User | ||
| + | **iWD Manager Administrator | ||
| + | *:Users without one of these roles assigned cannot log in to iWD Manager. | ||
| + | '''Enhancements to iWD Manager''' | ||
| + | *You can now export selected workitems to a CSV format file by clicking the export button at the top right of the screen. | ||
| + | *Dashboards in the '''Summary''' tab now display meaningful labels and descriptions. | ||
| + | *The Help button now opens the iWD Manager topics in the PureEngage Cloud Administrator's Guide in a browser window. | ||
| + | *You can now navigate directly from the Genesys brand icon at the top left of the screen to the genesys.com Business Automation Solutions portal. | ||
| + | '''Enhancements to Historical Reporting''' | ||
| + | *See the [[CXI|Genesys CX Insights release notes]]. | ||
| + | '''Support for Gplus Adapter for Salesforce Lightning''' | ||
| + | *See the [[GAL|Gplus Adapter (V.9) for Salesforce Lightning release notes]]. | ||
| + | For more information on Cloud iWD, see the documentation [[Documentation:PSAAS:Administrator:IWD|here]]. | ||
| + | |||
{{AnchorDiv|Oct2019}} | {{AnchorDiv|Oct2019}} | ||
==October 3, 2019 (9.0.000.27)== | ==October 3, 2019 (9.0.000.27)== | ||
===What's New=== | ===What's New=== | ||
| − | + | '''Dashboards''' | |
| + | *This release delivers dashboards for real-time monitoring of workitems in iWD Manager. Use these to: | ||
**Identify bottlenecks in arrival and completion patterns. | **Identify bottlenecks in arrival and completion patterns. | ||
**View volumes. | **View volumes. | ||
**Monitor service level adherence, categories and timing. | **Monitor service level adherence, categories and timing. | ||
*:You can drill down at any time to the data underlying these dashboards by clicking on the '''Workitems''' tab. | *:You can drill down at any time to the data underlying these dashboards by clicking on the '''Workitems''' tab. | ||
| − | + | '''Source system updates''' | |
| − | + | *Source systems can now receive updates as workitems progress through the iWD solution. This feature connects the iWD solution to the source system by means of a webhook integration configured by Genesys Professional Services. Outgoing messages do not require a confirmation of receipt from the source system, so you should consider them as informational only and therefore delivered on a best-efforts basis. | |
| + | '''Sample integration''' | ||
| + | *This release includes a one-way sample integration of Salesforce.com cases to the intelligent Workload Distribution API. | ||
For more information on Cloud iWD, see the documentation [[Documentation:PSAAS:Administrator:IWD|here]]. | For more information on Cloud iWD, see the documentation [[Documentation:PSAAS:Administrator:IWD|here]]. | ||
| Line 23: | Line 52: | ||
===What's New=== | ===What's New=== | ||
| − | ''' | + | '''Cloud intelligent Workload Distribution (iWD)'''<br/><br/> |
| − | + | Cloud intelligent Workload Distribution (iWD) captures pre-classified work items (tasks) from any source system, then continuously re-prioritizes the tasks according to business requirements to ensure they are pushed to the best available agent at the right time. | |
| − | + | *'''Business Context Configuration'''—The source system classifies tasks and passes them to Cloud iWD to match with the appropriate departments and business processes. Tasks can then be viewed and managed in the Global Task List in iWD Manager, and subsequently reported on. Business users can easily add new departments or business processes. | |
| − | + | *'''Service Level Agreement-based Rules'''—Service Level Agreement (SLA) rules prioritize the tasks from most to least important, based on business value. Cloud iWD automatically re-prioritizes tasks throughout their lifecycle, ensuring the most important are at the top of the Global Task List. | |
| − | + | *'''Task Management'''—Operations Managers and Team Leads can: | |
| − | ** | + | **View captured tasks in the Global Task List |
| − | ** | + | **Hold, resume, and cancel tasks |
| − | ** | + | **Modify task attributes (modifications take effect immediately) |
| − | ** | + | **Manage flexible and business-friendly prioritization schemes |
| − | + | *'''Business Insights'''—Cloud iWD generates task-based statistics that provide insight into business performance. Business insights are available for the current day, and intraday historically. | |
For more information on Cloud iWD, see the documentation [[Documentation:PSAAS:Administrator:IWD|here]]. | For more information on Cloud iWD, see the documentation [[Documentation:PSAAS:Administrator:IWD|here]]. | ||
Revision as of 16:47, December 10, 2019
Cloud intelligent Workload Distribution
Note: Not all changes listed below may pertain to your deployment.
For more information on Cloud iWD, see the documentation here.
December 9, 2019 (9.0.000.35)
What's New
Outbound REST Webhook updates
- Support for outbound REST webhook updates of workitem status back to the source system. This feature enables source systems to follow the progress of the workitem through Cloud iWD and to know the status of the workitem within Genesys. Genesys Professional Services will configure this feature.
Role-based Access Control
- You can now assign sets of permissions to iWD Manager users to restrict access to different features and functions. Available roles are:
- iWD Manager User (read-only)
- iWD Manager Supervisor
- iWD Manager Business User
- iWD Manager Administrator
- Users without one of these roles assigned cannot log in to iWD Manager.
Enhancements to iWD Manager
- You can now export selected workitems to a CSV format file by clicking the export button at the top right of the screen.
- Dashboards in the Summary tab now display meaningful labels and descriptions.
- The Help button now opens the iWD Manager topics in the PureEngage Cloud Administrator's Guide in a browser window.
- You can now navigate directly from the Genesys brand icon at the top left of the screen to the genesys.com Business Automation Solutions portal.
Enhancements to Historical Reporting
- See the Genesys CX Insights release notes.
Support for Gplus Adapter for Salesforce Lightning
For more information on Cloud iWD, see the documentation here.
October 3, 2019 (9.0.000.27)
What's New
Dashboards
- This release delivers dashboards for real-time monitoring of workitems in iWD Manager. Use these to:
- Identify bottlenecks in arrival and completion patterns.
- View volumes.
- Monitor service level adherence, categories and timing.
- You can drill down at any time to the data underlying these dashboards by clicking on the Workitems tab.
Source system updates
- Source systems can now receive updates as workitems progress through the iWD solution. This feature connects the iWD solution to the source system by means of a webhook integration configured by Genesys Professional Services. Outgoing messages do not require a confirmation of receipt from the source system, so you should consider them as informational only and therefore delivered on a best-efforts basis.
Sample integration
- This release includes a one-way sample integration of Salesforce.com cases to the intelligent Workload Distribution API.
For more information on Cloud iWD, see the documentation here.
June 28, 2019 (9.0.000.18)
What's New
Cloud intelligent Workload Distribution (iWD)
Cloud intelligent Workload Distribution (iWD) captures pre-classified work items (tasks) from any source system, then continuously re-prioritizes the tasks according to business requirements to ensure they are pushed to the best available agent at the right time.
- Business Context Configuration—The source system classifies tasks and passes them to Cloud iWD to match with the appropriate departments and business processes. Tasks can then be viewed and managed in the Global Task List in iWD Manager, and subsequently reported on. Business users can easily add new departments or business processes.
- Service Level Agreement-based Rules—Service Level Agreement (SLA) rules prioritize the tasks from most to least important, based on business value. Cloud iWD automatically re-prioritizes tasks throughout their lifecycle, ensuring the most important are at the top of the Global Task List.
- Task Management—Operations Managers and Team Leads can:
- View captured tasks in the Global Task List
- Hold, resume, and cancel tasks
- Modify task attributes (modifications take effect immediately)
- Manage flexible and business-friendly prioritization schemes
- Business Insights—Cloud iWD generates task-based statistics that provide insight into business performance. Business insights are available for the current day, and intraday historically.
For more information on Cloud iWD, see the documentation here.
Known Issues
There are currently no known issues.
Comments or questions about this documentation? Contact us for support!