Documentation:PSAAS:Administrator:IWDSetup:Public

Set up iWD

iWD takes workitems from existing enterprise software applications and creates a single global task list, sorted on business value, that ensures that the most critical or highest-value workitems are distributed to the right resource at the right time, regardless of media type, system or location.

You'll use the Cloud iWD API to create, update or delete workitems which are then classified, prioritized and routed to employees according to configured rules and assigned routing application logic.

A Genesys Designer application handles routing/distribution of the workitems, which are then handled by employees using Agent Desktop.

Reporting is also available through Genesys CX Insights.

Important

You should be able to complete most of the steps on your own, but sometimes you'll need help from Genesys. We'll let you know when a step requires extra help from a Genesys representative.

At a high level, you'll need to complete the following steps to implement Genesys Cloud iWD:

1. Define agents and agent groups.
2. Configure agent desktop options for your contact center.
3. Configure Role-Based Access Control (RBAC) for all users of iWD Manager.
4. Define a routing application in Designer to handle incoming workitems to iWD.
5. Use iWD Manager to:
   1. Create Endpoints that correspond to the target endpoints created in your Designer routing application.
   2. Create Categories that correspond to specific departments or business processes and their hierarchies (business context), associate each with an Endpoint and create a set of Service Level Agreement-based rules for how workitems in each Category are to be handled.
   3. Create Prioritization schemas that control the logic and speed with which workitems are (re-)prioritized both before and after their Service Level Agreement, and associate the schemas to Categories.
   4. Ask your Genesys team to configure other global iWD settings, including setting up notifications back to the source system by configuring a webhook integration. Click here for more detail on webhooks.
6. Integrate your source systems to use the Cloud iWD API to submit workitems to Genesys.
7. Monitor the activity of your contact center as iWD manages the global queue of workitems.
8. Manage individual workitems or groups of them while they are being queued and distributed by iWD.
9. Report on historical contact center activity using Genesys CX Insights. Report on realtime activity through the iWD Manager Monitoring features on the Summary tab and through Pulse.

Integrating source systems

This content is borrowed from GTR with the intention of adapting it. It will necessarily contain errors and misunderstandings. Please correct them as you find them.

5. Integrate third-party applications

A third-party application such as Salesforce or Netsuite can interact with Genesys Cloud IWD through the Cloud IWD API.

You'll need to develop a third-party system adapter that can create and stop workitems using the Cloud IWD API. It should also update information about a workitem, if needed, and be capable of retrieving it if webhooks are configured to communicate back to source systems. (Webhooks must be configured by Genesys.)

The typical workflow is as follows:

1. The third-party application creates a workitem through the IWD API.
2. The third-party application updates the workitem through the IWD API (if needed).
3. The third-party application stops the workitem.

There are two ways for the third-party application to stop an interaction: I don't know how much of this is relevant to IWD, if any.

• Implicit (recommended) — stop by invoking Mark Done using the Service Client API. For this method, complete the following steps:
  1. Set up Agent Desktop to use the API. Which?
  2. Disable the Mark Done button in Agent Desktop (as mentioned earlier in Configuring Agent Desktop) and instead invoke Mark Done through the Service Client API.
  3. You can also use the Service Client API to set the Disposition Code.
• Explicit — stop by using the IWD API. This requires additional configuration from your Genesys representative.

A sample application that demonstrates using the IWD API and the Service Client API (?) is also available through your Genesys representative. (Not yet available for IWD, I understand.)

Configure third-party application screen pop-up

You can configure Cloud IWD to enable a third-party application screen pop-up inside Agent Desktop when an agent accepts a task. There are two ways to do it:

1. Pop-up a third-party application screen for all media types. This approach works well when an agent is handling only workitems. See the Agent Setup documentation for details.
2. Pop-up a third-party application screen for only workitems. This approach works well when an agent handles multiple media types and the third-party pop-up should only happen for workitems. You'll need to work with your Genesys representative to configure this approach.