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Cloud intelligent Workload Distribution

Information.png Note: Not all changes listed below may pertain to your deployment.

For more information on Cloud iWD, see the documentation here.


March 05, 2020 (9.0.000.43)

What's New

UI Enhancements in iWD Manager

  • A new Summary View panel is added to the Settings tab of iWD Manager. This displays details of all categories, prioritization schemas and endpoints. You can also search the displayed items and export displayed items to .CSV format.
  • You can now search the lists of categories and prioritization schemas by entering search text above the navigation tree in the respective panels.
  • You can now use the names of categories in the Segment by option of the endpoint configuration. This is useful when multiple categories are configured to use the same endpoint. Using the category for segmentation along with other item attributes can help to ensure that items from all categories are pushed to routing.
  • The iWD Manager Settings drop-down menu now allows you to select a further colorized display of workitem states.

February 20, 2020 (9.0.000.42)

What's New

UI Enhancements in iWD Manager

  • A Restore defaults button has been added to the iWD Manager Settings drop-down menu. This feature enables you to restore default columns and sorting views after customizations have been made.
  • You can now see workitems' Prioritization schema and Endpoint displayed both in tooltips in the iWD Manager global workitem list and at the top of the Workitem Details panel.
  • The workitem's state is now displayed in a new State column in iWD Manager.
  • 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.

Resolved issues

  • Bulk actions to workitems in specific Categories are now applied only to the selected Category. (CIWD-155)
  • New attributes that are added to a workitem in the Workitem Details panel are now saved correctly. (CIWD-148)
  • Customized filter criteria in iWD Manager are now preserved across user sessions and page refreshes. (CIWD-94)
  • Empty Due Date values in iWD Manager are now left empty, rather than being updated with the local time. (CIWD-71)
  • Where a workitem field is longer than 30 symbols, you can now see its full content in a tooltip. Previously, the content was truncated. (CIWD-67)

February 6, 2020 (9.0.000.41)

What's New

Update to Cloud iWD Data Mart

  • Cloud iWD 9.0.000.41 is released in tandem with Cloud iWD Data Mart release 9.0.000.47.

For more information on Cloud iWD, see the documentation here.

January 23, 2020 (9.0.000.40)

Resolved issues

  • Customized user views in iWD Manager are now preserved across user sessions and page refreshes. (CIWD-130)
  • Users can now export selections of workitems. Previously, export was available only for all workitems. (CIWD-98)

For more information on Cloud iWD, see the documentation here.

January 9, 2020 (9.0.000.39)

What's New

Language support

  • iWD Manager now supports the German date format.

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

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!