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Copyright

All Genesys software is © Copyright 2012–2013 Genesys Cloud Services, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:


NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.


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Copyright

All Genesys software is © Copyright 2011–2016 Genesys Cloud Services, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

There are no product alerts at this time.

New in Release 8.5.0

Re-architecting of IWD

Most of the deployment and configuration of iWD is now carried out carried out in the Genesys Administrator Extension (GAX) environment and the iWD GAX Plug-in. Some of the effects of this change are:

  • Standardization of many of the procedures involved with deployment and configuration, using new components as well as a refreshed iWD Manager component.
  • A completely new user configuration interface based on the Genesys Administrator Extension (GAX) plug-in.
  • Removal of support for configuration using the Genesys Configuration Manager client.

Please see the Deployment Guide document for full details.

The changes are detailed as follows:

  • iWD is now deployed by means of a new GAX Automatic Service Deployment (ASD) plug-in component called iWD Setup Utility.
  • iWD configuration is now performed via Genesys Administrator Extension (GAX) and a new iWD GAX plug-in component. Specifically, the following aspects that were previously carried out in iWD Manager have now moved:
    • Tenant profile (to GAX)
    • Lookup tables (to iWD GAX Plugin)
    • Services (to iWD GAX Plugin)
    • Generic capture point (to GAX)
    • Data Mart Services (to iWD GAX Plugin)
    • Departments and processes (to iWD GAX Plugin)
    • Audit history (to a centralized log database, and with additional audit trail messages)
    • Security policy (to Genesys Administrator, using Genesys Role-Based Access Control (RBAC))
  • The IWD Data Mart Services view is now replaced by a GAX dashboard monitoring the state of the Data Mart node.
  • Data Mart now runs as a standalone Java module and is now managed directly using Solution Control Server.
  • The modules and components mechanism is removed from iWD Manager.
  • The Business Context Management Service (BCMS) functionality is moved to the Genesys Rules Engine.
  • IWD Manager is now used primarily for task management and monitoring using the Global Task List.
  • Support for legacy capture points is removed.

Deployment/Configuration Using Genesys Administrator Extension

  • Support for configuration using the Genesys Configuration Manager client is withdrawn in release 8.5.0.
  • You must use Genesys Administrator Extension (GAX) together with the iWD GAX Plugin component for deployment and configuration in release 8.5.0.

High Availability

  • Support for Unresponsive Process Detection. iWD Data Mart has been enhanced to support detection of unresponsive processes (processes that appear to be running but for some reason is unable to provide service to its clients or peers.) Previously, LCA could detect only process termination in Data Mart. Now, SCS is alerted to the problem, and can take an action.

Support for Customer/Partner Localization

  • Products that support translation (those with localization kits) now permit customers/partners to apply their own translations to the user interface in cases where an official Genesys translation is not available.

Localization Support

Localization for iWD Manager and iWD GAX Plug-in is now available for the following languages starting at release 8.5.000.15 for iWD Manager and 8.5.000.17 for iWD GAX Plug-In:

  • French
  • German
  • Portuguese (Brazilian)
  • Spanish (Latin American)
  • Chinese (Simplified)

Accessibility improvements

  • The status of operations in iWD GAX Plug-in is indicated by additional associated as well as color.
  • Tooltips for all user interface elements on all screens and dialogs where user interface elements include selectable menu, links icons, buttons and so on are added.
  • Support for Windows keyboard shortcut SHIFT + F10 is added—This brings up context menus for items with current focus.

Additional Database Server Support

  • Support for SQL Server Cluster 2008
  • Support for MS SQL Server 2012
  • Support for MS SQL Server 2012 Cluster

Additional Platform Support

  • Support for Windows Server 2012 64-bit native
  • Support for Red Hat Enterprise Linux 6.0 64-bit native

Additional Virtualization Platform Support

  • Support for Windows 2012 Server Hyper-V

Additional Servlet Support

  • Support for Java 7 SE bundle
  • Support for Java 7 EE bundle

Additional Servlet Engines

  • Support for Websphere 8.5

Additional Browser Support

  • Support for Google Chrome
  • Support for Internet Explorer 10 and 11
  • Support for Firefox 24ESR

Discontinued Support

  • Internet Explorer 7
  • Firefox 3, 4
  • MySQL - all versions
  • Oracle 10g and 10g RAC
  • IBM AIX 5.3
  • MS Windows Server 2003
  • Red Hat Enterprise Linux 4
  • Solaris/SPARC version 9
  • WebSphere Application Server 6

New in Release 8.5.1

8.5.106.03

Support for Secure Database Connections

  • Secure connection between Stat Server Extensions and the iWD Data Mart Oracle database is now supported using a new Oracle JDBC driver. MORE INFORMATION
  • Database connections from iWD Manager are declared secure in this release.

Improvements to the IWD Business Process for ORS/Composer

The following improvements have been made to the iWD Business Process for ORS/Composer:

  • User Data properties have been removed from the InvokeGRE block.
  • IWD_ReprioritizeDateTime is now deleted before a call to the InvokeGRE block if IWD_ReprioritizeDateTime is undefined.
  • The NumberOfRulesApplied has been attached to the interaction.
Important
A minimum version of ORS 8.1.400.48 is required to use these improvements.

8.5.105.02

Segmentation Support in IWDBP

Segmentation settings have been added to the ToDistribute view of the Distribution routing strategy in the iWD Business Processes for both IRD and Composer/ORS. Segmenting interactions ensures that all agents are kept busy by distributing tasks in each segment separately. There is more information at these links:

Role-Based Access Control for iWD GAX Plug-in

Role-based access control has been implemented for the IWD GAX Plug-in. A set of new role permissions have been added to the Plug-in's template. Users without the relevant permissions will not be able to view the iWD tile on the GAX dashboard. There is more information here.

Business Structure Permissions

Business Structure details in the iWD GAX Plug-in now include a Permissions tab on which users with the relevant permissions can view and edit permissions setting for all users of the selected node. There is more information here.

8.5.104.03

iWD Business Process Enhancements

Support for the iWD Business Process on the Composer/ORS platform

The iWD Business Process is available on the Composer/ORS platform in this release. Please refer to the Working with the iWD Business Process for Composer document.

Enhancements to the IWD Business Process on the IRD Platform

The iWD Business Process for the IRD platform has been streamlined in this release. Please refer to the Welcome Working with the iWD Business Process for IRD document.

Security Enhancements for iWD Manager

Security improvements against Cross-Frame Scripting and Session Fixation are implemented in this release.

Support for PostgreSQL 9

Support for the Postgre SQL 9 database is implemented in this release.

Platform Support Changes

Support for the AIX and Solaris platforms is discontinued in this release.

8.5.103.03

Support for Oracle 12c

Support for both Oracle 12c and Oracle 12c RAC has been implemented. Configurations with and without Single Client Access Name (SCAN) are supported.

  • For iWD Manager configuration information relating to Oracle 12 support, click here.
  • For general Oracle 12 configuration information for iWD, click here.

Custom JDBC URL support

Custom JDBC URL support has been added to the Statistics Adapter.

8.5.102.03 and iWD Web 8.5.100.07

iWD Web—Initial Release

iWD Web is a web-based, easy-to-deploy workload management solution. It enables organizations to automate and optimize the distribution and handling of tasks and increase workforce efficiency. Purpose-built to deliver rapid time to value, it provides the capability to upload task lists without the need to connect to other source systems, such as CRM, ERP, and legacy systems, leveraging export functionality commonly available to business users.

Instead of having to rely on manual task distribution to your team via spreadsheets (and also CSV files,) or team members having to pick their next work item manually from a CRM, ERP, or legacy system, iWD Web enables you to create new lists with task definitions based on data that business or operations managers can upload from .CSV, .XLS and .XLSX files. You can use your CRM, ERP, or legacy system's export to spreadsheet/CSV file feature to download a list of work items that your team needs to work on and import that file to iWD Web, which reads and treats every line of your spreadsheet as a task to be analyzed and properly distributed to your available team members. See iWD Web Help.

Additional browser support

iWD 8.5.102.03 components and iWD Web support the Safari 8.x browser.

8.5.101.03

Integration with Genesys Hub

  • Single Sign-On—iWD now participates in the Genesys Single Sign-On (SSO) framework where deployment takes place to a Genesys Engage cloud SSO environment. When iWD is deployed into this environment, iWD users will log in once to the portal. If they choose iWD Manager, they will bypass the login screen if they are still authenticated. Note that this feature does not apply for Genesys on-premise customers deploying iWD. This release fully integrates iWD with the Genesys Hub. The main features of this integration are:
    • An iWD app launcher on the Hub central navigation page.
    • Single sign-on (SSO)—A single login allows access to all applications where permissions are configured.
    • Single logout (SLO)—A single logout logs users out from all applications where they are logged in.
    • Simplified user provisioning.
    • Improvements to the user security model.
    • User rights created in iWD Manager are now transferred to Genesys Rules System Authoring Tool (GRAT) and handled there identically.

    Enabling and disabling of SSO/SLO is performed by editing properties in the iwd.properties file. See the Deployment Guide for implementation details.

Setting User Access Roles across iWD and GRS

This feature enables administration-level users to set user access roles across iWD and GRS, enforcing consistent behaviour between them. Before the introduction of this feature, if you configured in IWD two roles—Manager1 and Manager 2—where Manager 1 is dedicated to Department 1 and Manager 2 is dedicated to Department 2, This feature enables administration-level users to set shared user access roles across iWD and GRS, enforcing consistent behavior between them. Before the introduction of this feature, if you configured in IWD two roles—Manager1 and Manager 2—where Manager 1 is dedicated to Department 1 and Manager 2 is dedicated to Department 2, these configuration constraints were not read correctly by iWD Manager. This meant that in iWD Manager, both Manager 1 and Manager 2 could see everything in both Departments. With this feature, roles are configured consistently across GRS and IWD.

Support for Multiple Rule Packages in a Single ESP Call

The ESP interface with Genesys Rules Engines has been extended to allow a rules package to specify multiple rule package names in a single ESP call. Only the rule evaluation metrics for the last rule package will be returned. On an incoming request when the Service parameter is set to BusinessContextManagement and the Method parameter equals either SetBusinessContext, Prioritize, or Archive, the interface will accept multiple rule packages specified in the following format: rule.package1, rule.package2, rule.package3…… Task History for all rule packages has also been implemented.

8.5.100.02

Support for Multiple Business Processes in one Tenant

  • You can now create new business processes under the same Tenant. For example, interactions from different media types can be handled by separate business processes. To do this you clone the intelligent Workload Distribution Business Process (IWDBP) and edit names of the interaction queues (supplied out-of-box with iWD) for your needs. There are some additional configuration changes, including for Capture Points and Interaction Server. Please see further information in:

Support for PSDK 8.5

  • The most recent 8.5 version of Genesys PSDK is supported in this release.

Copyright

All Genesys software is © Copyright 2018 Genesys Cloud Services, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:

9.0

This product includes software developed by the following organizations:

  • The Apache Software Foundation (http://www.apache.org/).
  • The Microsoft Corporation (http://www.microsoft.com/).
  • The Pentaho organization (http://www.kettle.pentaho.com/).
  • The Github organization (http://www.github.com/).
  • The Angular organization (http://www.angularjs.com/).
  • The Joda organization (http://www.joda.com/).
  • The Mozilla organization (http://www.developer-mozilla.org/).
  • The SLF4J organization (http://www.SLF4J.ORG/).
  • The JDOM organization (http://www.jdom.org/).
  • IBM:
    • IBM JDBC Database Driver is provided under license which does not permit the software to be: 1) used for any purpose other than to enable the application, 2) copied (except for backup purposes), 3) further distributed, or 4) reverse assembled, reverse compiled, or otherwise translated.
    • Contains runtime modules of IBM Data Server Driver for JDBC and SQLJ Version 4.0 (c) Copyright IBM Corporation 2007 All Rights Reserved.
  • This product contains JCIP annotation jar file distributed under terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/2.5).
  • This product contains Oracle JDBC driver: NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

There are no product alerts at this time.

New in Release 9.0.0

9.0.015

iWD Data Mart

  • Support for new dimensions, such as multimedia type and interaction type, has been added.
    • The core fact tables (TASK_WORK_FACT, TASK_FACT) have been expanded. They now allow you to describe facts with media type and interaction type.
    • Aggregate tables have been extended with new attributes:
    Starting with this release, Genesys strongly recommends using native plugins provided with iWD. Kettle aggregation plugins do NOT support dimensions added in this version. Use of custom Kettle plugins is fully supported.

iWD Manager

  • iWD Manager now supports OAuth user authentication with GWS Authentication Service. MORE INFORMATION.

9.0.014

iWD Data Mart

  • The iWD Data Mart database schema has been changed. Please follow the detailed migration information in the migration section of the Deployment Guide.
  • Performance of CAPT, CLASSIF and QUEUE aggregation plugins has been improved by removing unnecessary table joins that were previously used in the calculation of the "number of pending overdue tasks" column (TOTAL_OVERDUE_TASK_COUNT).
  • CAPT and QUEUE aggregation plugin logic has been enhanced to make segmentation/aggregation using just one fifth of the BUSINESS_VALUE and PRIORITY dimensions' FK values without affecting current reports. This reduces both iWD Data Mart storage usage and ETL calculation time.

iWD History Node

iWD REST API

  • REST API changes—Logout via the GET method is no longer supported. From release 9.0.014, only the POST method is now supported. See the iWD REST API Reference Guide for details.

9.0.013

iWD Manager

  • iWD Query Language improvements—You can now can save and edit iWD QL queries and make them public to share with other users. More information
  • Filter and View changes:
    • iWD Manager now remembers the latest GTL view settings and restores them on returning from another page.
    • iWD Manager now loads lists of possible values for Disposition Codes and Agent Groups to be used in Filters, iWD Query Language (iWD QL) queries and the Custom Filter Query Wizard.
  • UI improvements—Several UI improvements and fixes have been made, including:
    • The iWD QL autosuggest panel can now be hidden by pressing the Escape button on the keyboard.
    • When the mouse pointer is over the iWD QL status icon, a detailed status message is shown.
  • REST API changes—Changes to the iWD Manager REST API are described in the following topics:
  • HTTP Status Code 302 Found is replaced with 307 Temporary Redirect.
  • The Request Body format for the following queries has been changed:
  • Standard Rules Template changes—iWD Standard Rules Templates are now supplied in both the Eclipse project format and XML format for compatibility with GRAT 9.0.

iWD Runtime Node

  • Migration changes—Improved and extended Data Migration from iWD 8.5.1 to iWD 9.0 by adding the ability to migrate data from the EventLog database to iWD Data Mart. More information

iWD History Node

  • Performance—iWD History Node processing performance has been improved by up to more than two times in synthetic data scenarios. Event Logger DAP templates with the recommended settings for this improvement are now provided with the iWD History Node IP.
  • Migration—Improved and extended Data Migration from iWD 8.5.1 to iWD 9.0:
    • Added ability to migrate data from the EventLog database to iWD Data Mart.
    • Re-worked the Migrating GTL History Events procedure.
    • Added a new option—taskEventLimit—to protect against tasks with a large amount of events.
    • The fetchSize option is deprecated.
    • More information
  • Event Logging—Configuration option event-logger-mode is deprecated. Starting from this version:
    • History Node determines the Event Logger type automatically based on the DAP connection provided.
    • There must be one and only one Event Logger DAP connected to History Node.

9.0.012

  • Kafka Support
    Starting with this release, you no longer have to have JMS as transport between Interaction Server and History node—you can have Kafka-only deployments of iWD.
    You can still use JMS Capture Point and/or JMS as transport between Interaction Server and History Node.
  • iWD Manager
    • iWD Manager now loads lists of possible values for Queue Type and Media Type to be used in Filters, iWD Query Language (iWD QL) queries and the Custom Filter Query Wizard.
    • Significant improvements for iWD QL have been introduced:
      • iWD QL now suggests possible values of attribute names, attribute values and operators.
      • iWD QL now supports the IN <LIST> operator.
      Please see the documentation for details.
    • iWD Query Language is now fully localized.
  • iWD Runtime Node
    • In views that are based on the TASK_AGENT_FACT table, measures are now summed up from both intraday and historical facts.
  • Support for Genesys Rules System 9.0

Platform Changes

  • Support for the following databases is implemented:
    • Oracle 19c RAC
    • Oracle 18c RAC
  • Support for Red Hat Enterprise Linux 6 is discontinued.

9.0.011

  • iWD GAX Plug-In
    • Compatibility with GAX
      iWD Plug-in for GAX is now fully compatible with Genesys Administrator Extension (GAX) core version 9.0.100.52.
  • iWD Manager
    • iWD Query Language
      Support for query capabilities in iWD Manager enabling users to perform SQL-like queries on the Global Task List.
    • ORS Business Process improvements
      Error handling: fixed several cases where error messages were not provided.
  • iWD Data Mart
    • Performance and audit improvements
      • Significantly increased performance of the Load Intraday job: up to 4 times in certain synthetic data cases (real-life performance improvement may be lower).
      • The ETL Audit table is expanded with the following new columns — ETL_AUDIT_START_TIME, ETL_AUDIT_FINISH_TIME, DURATION, STATUS. For more information, see the iWD Data Mart Reference Guide.

Platform Changes

  • Support for CentOS Linux 7 is implemented.
  • Support for Red Hat Enterprise Linux 8 is implemented.
  • Support for Windows Server 2019 is implemented.
  • Support for MSSQL Server 2019 is implemented.
  • Support for PostgreSQL 10 is implemented.

9.0.010

  • iWD Manager
    • Support for custom attribute types
      You can now configure custom attributes types in Genesys configuration layer. iWD Manager uses these types for validation in filter criteria and for proper display of task details. Configuration details are here.
    • ORS Business Process improvements
      • The maximum number of retries to connect GRE/UCS is now restricted for the InvokeGRE and InvokeUCS strategies in order to prevent an infinite loop if GRE/UCS is down.
      • The iWD Business Process now properly handles ORS timeouts and GRE/UCS unavailability.
    • You can now create a bookmark for any page in the Global Task List (for example, for a custom filter).
  • iWD Data Mart reporting enhancements
    • Default Values
      iWD Data Mart now calculates and aggregates tasks which are not yet classified or prioritized at the moment of aggregation.
    • New configuration option
      A new configuration option—aggregation-delay-interval—is introduced. You can now specify a number of minutes (in 15-minute increments—15, 30, 45, and so on) to be waited before aggregation. Setting this parameter helps to avoid getting default values (Unclassified, Unknown) in reports. Set the value to a sufficient amount of time to ensure pre-routing activity is already completed and all tasks' properties are populated.
    • Pending Metrics
      The calculation logic for some rare cases has been fixed.
    • Real-time reporting
      Real-time reporting metrics are now calculated over facts, not over aggregates. This means that real-time reporting will receive the latest processed data, even if an aggregation delay is set to more than 0 (zero) or if the aggregation process is delayed for some reason.
  • Support for the following databases. See the IWD section in the Supported Operating Environment Reference Guide for more detailed information and a list of all supported databases.
    • Oracle 12c R2
    • Oracle 12c R2 RAC
    • Microsoft SQL Server 2017

MORE INFORMATION

9.0.009

  • Support for OpenJDK 11.
  • iWD Manager:
    • Provision of a default filter to be applied when users open the Global Task List. MORE
    • New Create Copy button for copying filters. MORE
    • A Queue selector for filter criteria now shows all iWD queues for the selected tenant. MORE
    • A mandatory tenantId parameter has been added to the FetchFilterCriteriaTemplates method.
    • Improvements to display of non-English characters.
  • iWD History Node:
    • Additional JMS parameter support.
    • Support for the IBM MQ JMS provider.
  • iWD Data Mart:
    • Support for native plugins to improve performance.
    • Improvements to the KETTLE version of the AGE plugin.
  • Improvements to the iWD Business Process for Composer/ORS. MORE

9.0.008

  • Support for Genesys CX Insights (GCXI) has been introduced.
  • The Statistics Adapter job can now automatically create Virtual Queues for real-time reporting. MORE DETAILS
    New Pulse widgets are provided within the iWD Runtime Node IP. (IWD-8105) MORE DETAILS
  • iWD Manager filters now support "is like" and "value in list" criteria.
  • Logging configuration been unified for all iWD components. LMS files now contain full log messages, so Message Server alarms can be set up in the same way as other Genesys products. MORE DETAILS
  • Support for OpenJDK 8 is introduced.

9.0.007

  • iWD Manager and iWD Web are now localized into Spanish (International). iWD Plug-in for GAX is now localized into Spanish (Latin America) and Spanish (Mexico).
  • The Statistics Adapter job can now write settings into multiple Stat Server primary/backup pairs. Previously, it could only write to one such pair.
  • JDBC Driver Class, JDBC Driver JAR File and JDBC URL can be explicitly configured for iWD Stat Extensions, using iWD GAX Plug-in. These configuration options are optional. By default iWD Stat Server Extensions will use values from iWD Data Mart and default values. MORE DETAILS.

9.0.006

  • iWD Manager and iWD Web now support LCA.

9.0.005

Changes to iWD History Node

  • iWD History Node now fully supports Local Control Agent (LCA). iWD History Node's Application type has been changed from type Third Party Server to type Genesys Generic Server to support this change.
  • A new configuration option—centralized-logging—now enables configurable centralized logging to Message Server.

Changes to iWD Data Mart

  • IWD Data Mart now supports centralized logging. A checkbox option—Enable Centralized Logging—that enables logging has been added to the Data Mart logging settings in the iWD GAX plugin.

Changes to Application types

  • The Application types of iWD Manager Server, iWD History Node and iWD Web have been changed from type Third Party Server to type Genesys Generic Server, in order to support the implementation of Local Control Agent (LCA) functionality for iWD History Node.

Extension of TLS Support

  • Connections from iWD Data Mart and iWD History Node to Message Server now support TLS. Please read this topic.

9.0.004

Security enhancements

  • Support for TLS 1.2 is implemented. Please see the Configuring TLS for iWD guide for details.
  • Configuration of iWD Manager that used to be taken from the iwd.properties file now takes place in Configuration Server. See the Deployment Guide for details.

9.0.003

Platforms/Tools Changes

  • Support for Microsoft SQL Server 2016 is implemented.
  • Support for MS SQL 2016 Cluster & AlwaysOn is implemented.
  • Support for Windows Server 2016 is implemented.
  • Support for Jetty 9.4 is implemented.

9.0.002

iWD History Node

iWD History Node is an application that filters the flow of data from the Interaction Server, so that only iWD-relevant data is made available to iWD, thereby boosting performance. MORE INFORMATION

REST API for iWD Manager

iWD Manager Updates

  • The user interface of iWD Manager has been updated to bring it into line with other Genesys applications and components. As part of this update, the Custom Interaction Properties functionality has been moved into the iWD Plug-in for GAX.
  • iWD Manager now runs as a standalone Java application without needing any external servers.
  • iWD Manager no longer has a separate database for configuration objects. Configuration of iWD Manager filters, icons and user settings has been moved to Configuration Server. MORE INFORMATION

Support for Interaction Server Cluster via Proxy

Before release 9.0, iWD supported multi-Interaction-Server deployments with tasks segmented into logical entities called Solutions. In this architecture, each Solution is handled by a single Interaction Server (possibly in primary-backup configuration) and each Interaction Server can handle multiple Solutions. iWD 9.0 expands this capability with an architecture where a single Solution can be handled by multiple Interaction Servers via an Interaction Server Proxy. MORE INFORMATION

Support for Automated Import of XLS/CSV Files in iWD Web

In release 9.0, it is now possible to configure automatic import of .XLS, .XLSX and .CSV files with column headings, based on a time interval of the customer's choosing. Source systems export tasks/work items to a safe location that iWD Web can access. iWD Web checks for the presence of a new file in this location, checks the file format, then imports the individual tasks to iWD/Interaction Server for insertion into the Global Task List. Source-system-defined attributes can be mapped to any iWD attributes, according to the customer's configured mapping. Automatically uploaded jobs can be viewed (alongside any manual uploads) in the Jobs List tab of iWD Web. MORE INFORMATION

Platforms/Tools Changes

  • Support for Java 8 (mandatory for release 9.0 components)
  • Support for the Apple Safari 10 browser
  • All components have an embedded Application server now—either Tomcat or Jetty
  • Support for Red Hat Enterprise Linux 7

Discontinued Support

  • Support for Java 7 and Java 6
  • Support for Red Hat Enterprise Linux 5
  • Support for Microsoft IE 8, 9 and 10
  • Support for Windows Server 2008
  • Support for MS SQL Server 2005
  • Support for Oracle 11c and Oracle 11c RAC
  • Support for IBM WebSphere
  • Support for the ACME samples tools and demonstration
  • The iWD Data Mart Reference Guide has been updated to reflect the fact that distribution points have been removed from iWD Data Mart, and that configuration functionality has moved from iWD Manager to iWD Plug-in for GAX.

Genesys intelligent Workload Distribution

intelligent Workload Distribution (iWD) is an application that works with the Genesys Customer Interaction Management (CIM) Platform to distribute tasks to the resources that are best suited to handle them. It is a collection of software components for:

  • Capturing tasks from various enterprise work sources.
  • Applying business rules to classify, prioritize, and reprioritize the tasks.
  • Routing the tasks to agents or knowledge workers in the enterprise.
  • Monitoring and reporting on the intraday and historical status of the tasks and the task handling.

Genesys intelligent Workload Distribution falls under the Digital offering for Genesys Engage.

What's New

intelligent Workload Distribution is part of 9.x, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.x.

All 9.x products 9.x intelligent Workload Distribution Release Notes
Product Component Latest Starting

intelligent Workload Distribution

iWD GAX Plug-In

9.0.022.05

9.0.002.20

iWD History Node

9.0.022.03

9.0.002.20

iWD Manager

9.0.022.05

9.0.002.20

iWD Runtime Node

9.0.022.01

9.0.002.20

iWD Stat Server Extensions

9.0.022.01

9.0.002.20

iWD Web

9.0.022.01

9.0.002.19

New in 9.0.0

9.0 Product Alerts

Release Notes

iWD GAX Plug-in 9.0.x
iWD Manager 9.0.x
iWD Runtime Node 9.0.x
iWD History Node 9.0.x
iWD Web 9.0.x
iWD Stat Server Extensions 9.0.x

Documentation

iWD Video Introduction

A mini-series of four short videos to give you a high-level introduction to iWD.

iWD Overview

A more in-depth overview of iWD.

Best Practice Overview (8.5+)

Best practice recommendations for deploying and configuring an iWD solution.

Deployment Guide

Use this document to deploy intelligent Workload Distribution and enable its features.

Configuring TLS for iWD

Use this document to make iWD-specific TLS configurations.

iWD Manager Help topics

Use this document to perform task monitoring and management in iWD Manager.

iWD Plug-in for GAX Help topics

Use this document to configure your iWD Solution using the iWD Plug-in for GAX.

iWD Web Help topics

Use these help topics as a guide to the iWD Web tool.

iWD REST API Reference Guide

Use this document for information on the new iWD API methods, parameters, requests and responses.

iWD Data Mart Reference Guide

Use this document to understand the data schemas that compose the intelligent Workload Distribution Data Mart.

Working with the iWD Business Process for IRD

How to work with and adapt the IWD Business Process for Interaction Routing Designer (IRD).

Working with the iWD Business Process for Composer/ORS

How to work with and adapt the IWD Business Process for Composer/ORS.

International

International Help

More Release Information

Other Genesys Resources

Legal Notices


Important

Genesys intelligent Workload Distribution 8.5 entered End of Life (EOL) on July 31, 2023. It enters End of Maintenance on January 31, 2025 and reaches End of Support on July 31, 2025. If you have questions, contact your account representative.

What's New

New in 8.5.1

New in 8.5.0

8.5 Product Alerts

Release Notes

iWD GAX Plug-in 8.5.x

iWD Manager 8.5.x

iWD Runtime Node 8.5.x

iWD Web 8.5.x

iWD Stat Server Extensions 8.5.x

Documentation

IWD Overview

A high-level introduction to IWD.

Best Practice Overview

Best practice recommendations for deploying and configuring an iWD solution.

iWD Deployment Guide

Use this book to deploy intelligent Workload Distribution.

Working with the iWD Business Process for Composer/ORS

How to work with and adapt the 8.5.1 IWD Business Process for Composer/ORS.

Working with the iWD Business Process for IRD

How to work with and adapt the 8.5.1 IWD Business Process for IRD.

Working with Task Attributes and Interaction Properties

How to configure task attributes and interaction properties, including custom attributes and properties.

iWD and Genesys Rules System

How to configure Genesys Rules System for use with IWD.

Data Mart Reference Guide

Use to understand the data schemas that compose the intelligent Workload Distribution Data Mart.

iWD Web Help

Use these help topics as a guide to the iWD Web tool.

iWD Manager Help

Use these help topics as a guide to the intelligent Workload Distribution Manager user interface. Includes Task Management and Task Monitoring.

iWD GAX Plug-in Help

Use these help topics as a guide to the intelligent Workload Distribution GAX Plug-in user interface.

Working with iWD Capture Points - NEW

A best-practice guide to understanding and selecting appropriate Integrated Capture Points.

Configuring Capture Points/Adapters

eServices document (8.1.4) that explains configuring and using the capture points that iWD uses that are integrated into Interaction Server.

eServices Reference Guide

Contains detailed reference information about configuring Capture Points.

GRS & IWD Compatibility Matrix

Information about version compatibility between GRS and iWD.

International Release Notes and Help Files

International Help

Videos

iWD 850 Architecture


More Release Information

Other Genesys Resources

Legal Notices

Important
intelligent Workload Distribution 8.1 reached End of Support (EOS) on May 31, 2021. It entered End of Life (EOL) on May 31, 2019 and End of Maintenance on November 30, 2020. If you have questions, contact your account representative.

Release Notes

iWD Data Mart 8.1.x

iWD Setup Utility 8.1.x

iWD Manager 8.1.x

iWD Runtime Node 8.1.x

Documentation

IWD Overview

A high-level introduction to IWD.

Best Practice Overview

Best practice recommendations for deploying and configuring an iWD solution - online format.

Deployment Guide

Use this book to deploy intelligent Workload Distribution.

Configuring Capture Points/Adapters

Learn about configuring and using the capture points that iWD uses that are integrated into Interaction Server.

Working with the iWD Business Process

How to work with and adapt the IWD Business Process, including working with rules. Online format, extracted from the 8.1 Deployment Guide.

Working with Task Attributes and Interaction Properties

How to configure task attributes and interaction properties, including custom attributes and properties.

iWD and Genesys Rules System

How to configure Genesys Rules System for use with IWD - online format, extracted from the iWD Deployment Guide.

Data Mart Reference Guide

Use to understand the data schemas that compose the intelligent Workload Distribution Data Mart - online format.

Data Mart Reference Guide

Use to understand the data schemas that compose the intelligent Workload Distribution Data Mart - PDF format.

iWD Manager Help

Use this help file as a guide to the intelligent Workload Distribution Manager user interface.

See download tips

Task Management using Global Task List

How to manage and monitor tasks using the Global Task List - online format, extracted from the iWD Deployment Guide.

IWD Log Events

Meanings of, and responses to, IWD log events.

Interactive Insights Deployment Guide (8.0)

Use sections of this 8.0 guide to install and configure Genesys Interactive Insights for iWD.

Interactive Insights Universe Guide (8.0)

Use sections of this 8.0 guide to learn about the Interactive Insights reports and each element of the iWD universe.

Interactive Insights User's Guide (8.0)

Use sections of this 8.0 guide to learn about customizing the Interactive Insights universe and reports for iWD.

Advisory

intelligent Workload Distribution 8.1.x


More Release Information

Other Genesys Resources

Legal Notices

Important
intelligent Workload Distribution 8.0 reached End of Support (EOS) on May 31, 2021. It entered End of Life (EOL) on May 31, 2019 and End of Maintenance on November 30, 2020. If you have questions, contact your account representative.

Release Notes

iWD Stat Extensions 8.0.x Release Note

iWD Data Mart 8.0.x Release Note

iWD Setup Utility 8.0.x Release Note

iWD Manager 8.0.x Release Note

iWD Runtime 8.0.x Release Note

iWD Rules 8.0.x Release Note

iWD Capture 8.0.x Release Note

iWD WebSphere MQ Capture Adapter 8.0.x Release Note

Documentation

Deployment Guide

Use this book to deploy intelligent Workload Distribution.

Data Mart Reference Guide

Use to understand the data schemas that compose the intelligent Workload Distribution Data Mart.

iWD Manager Help

Use this help file as a guide to the intelligent Workload Distribution Manager user interface.

WebSphere MQ Capture Adapter Reference Guide

Use for greater detail about using the WebSphere MQ Capture Adapter.

iWD FAQs

Frequently asked questions for iWD

Interactive Insights Deployment Guide

Use sections of this guide to install and configure Genesys Interactive Insights for iWD.

Interactive Insights Universe Guide

Use sections of this guide to learn about the Interactive Insights reports and each element of the iWD universe.

Interactive Insights User's Guide

Use sections of this guide to learn about customizing the Interactive Insights universe and reports for iWD.

Readme and Advisory

intelligent Workload Distribution (iWD) Data Mart, Stat Extensions and Capture

intelligent Workload Distribution (iWD) Runtime, Rules, and Manager

intelligent Workload Distribution (iWD) WebSphere MQ Capture Adapter

intelligent Workload Distribution 8.0.x Release Advisory

Important
intelligent Workload Distribution 7.6 reached End of Support (EOS) on May 31, 2021. It entered End of Life (EOL) on May 31, 2019 and End of Maintenance on November 30, 2020. If you have questions, contact your account representative.

Release Notes

intelligent Workload Distribution 7.6.x Release Note

intelligent Workload Distribution JMS Capture Adapter 7.6.x

iWD MQSeries Capture Adapter 7.6.x Release Note

Documentation

iWD 7.6 Deployment Guide

Use this book to deploy intelligent Workload Distribution.

iWD 7.6 Data Mart Reference Guide ==== Use to understand the data schemas that compose the intelligent Workload Distribution Data Mart.

iWD 7.6 Third Party Licensing Guide

Use to understand third-party licensing requirements.

iWD 7.6 High Availability Guide

Use to understand high availability configuration requirements.

iWD 7.6 Manager Guide

Use to understand the Manager component's user interface.

iWD 7.6 Overview

High-level concepts of the iWD product.

iWD 7.6 JMS Capture Adapter Reference Manual

Technical reference information for the JMS Capture Adapter.

iWD 7.6 MQ Capture Point API Reference Guide

API-level technical reference information for the Websphere MQ Capture Adapter.

iWD FAQs

Frequently asked questions for iWD

Readme and Advisory

iWD 7.6 ReadMe

iWD 7.6 JMS Capture Adapter ReadMe

iWD Capture Adapter for WebSphere MQ 7.6

intelligent Workload Distribution Release Advisory 7.6.x

This page was last edited on September 20, 2023, at 10:55.
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