Use iWD Manager

Use iWD Manager to:

• Search, display, manage and update workitems (Workitems tab)
• Monitor workitems (Summary tab)
• Configure iWD global settings (Settings tab)

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.

Extended State information

The workitem's state is now displayed in an extended State column in iWD Manager. The table below describes the meaning of the symbols.

Extended	Colored	Description
		New
		Not yet distributed
		Classified
		Queued
		Held
		In routing state, not yet assigned
		Being processed by an agent
		Completed but not assigned to an agent
		Expired but not assigned to an agent
		Completed and has been processed by an agent
		Expired and has been processed by an agent
		Workitem has been deleted
		Workitem has an error

Switching between views

A Settings button has been added to iWD Manager. Use this button to:

• Select the display of the State information:
  • Colored
  • Extended
  • Simple
• Restore default columns and sorting views after customizations have been made.

 

Prioritization schema and Endpoints display

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.

 

New predefined queries

The following predefined queries have also been added to iWD Manager's global workitem list:

• Was/Is assigned to an agent
• Completed but never been assigned

These enable you to easily identify whether workitems have been processed by an agent.