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= Set up iWD =
 
= Set up iWD =
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__NOINDEX__
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__NOINDEX__ {{Template:PEC_Migrated|
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Target=[https://all.docs.genesys.com/PEC-IWD/Current/Administrator/IWDSetup IWD Setup]}}
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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.
 
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.
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{{NoteFormat|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.}}   
 
{{NoteFormat|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.}}   
  
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At a high level, you'll need to complete the following steps to implement Genesys Cloud iWD:
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==High-level process==
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At a high level, you'll need to complete the following steps to implement Cloud iWD:
  
 
# Define [[UserMan|agents]] and [[umgrAgentGroups|agent groups]].
 
# Define [[UserMan|agents]] and [[umgrAgentGroups|agent groups]].
 
# Configure [[Documentation:PSAAS:Agent:AD|agent desktop]] options for your contact center.
 
# Configure [[Documentation:PSAAS:Agent:AD|agent desktop]] options for your contact center.
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# Configure [[IWDRBAC|Role-Based Access Control (RBAC)]] for all users of iWD Manager.
 
# Define a [[Designer|routing application in Designer]] to handle incoming workitems to iWD.
 
# Define a [[Designer|routing application in Designer]] to handle incoming workitems to iWD.
 
#Use iWD Manager to:
 
#Use iWD Manager to:
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##Create [[IWDCategories|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.
 
##Create [[IWDCategories|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.
 
##Create [[IWDPrioritization|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.
 
##Create [[IWDPrioritization|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.
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##Ask your Genesys team to configure other global iWD settings, including setting up notifications back to the source system.
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##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 [https://en.wikipedia.org/wiki/Webhook here] for more detail on webhooks.
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#Integrate your source systems to use the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd/|displaytext=Cloud iWD API}} to submit workitems to Genesys.  
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#Integrate your source systems to use the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd/|displaytext=Cloud iWD API}} to submit workitems to Genesys (see [[IWDSetup#Integrate|Integrating source systems]] below).
 
#[[IWDMonitor|Monitor]] the activity of your contact center as iWD manages the global queue of workitems.
 
#[[IWDMonitor|Monitor]] the activity of your contact center as iWD manages the global queue of workitems.
 
# [[IWDGTL|Manage]] individual workitems or groups of them while they are being queued and distributed by iWD.
 
# [[IWDGTL|Manage]] individual workitems or groups of them while they are being queued and distributed by iWD.
 
# Report on historical contact center activity using  [[Documentation:PSAAS:RPRT:HRCXIiWD|Genesys CX Insights]].  Report on realtime activity through the iWD Manager [[IWDMonitor|Monitoring features]] on the '''Summary''' tab and through [[Documentation:PSAAS:RPRT:RealTimeReporting|Pulse]].
 
# Report on historical contact center activity using  [[Documentation:PSAAS:RPRT:HRCXIiWD|Genesys CX Insights]].  Report on realtime activity through the iWD Manager [[IWDMonitor|Monitoring features]] on the '''Summary''' tab and through [[Documentation:PSAAS:RPRT:RealTimeReporting|Pulse]].
  
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{{AnchorDiv|Integrate}}
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==Integrating source systems==
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===Create an application to submit workitems to Cloud IWD===
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A third-party application such as Salesforce or Netsuite can interact with Genesys Engage cloud IWD through the {{#Widget:ExtLink|link=https://developer.genesyscloud.com/reference/iwd|displaytext=Cloud IWD API}}.
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You'll need to develop an adapter for your third-party application that can create and stop workitems by using the Cloud IWD API. It should also update information about a workitem, if needed, and be capable of retrieving it, or receiving messages about it if webhooks are configured to communicate back to source systems. (Webhooks must be configured by Genesys.)
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<!--{{AnchorDiv|Configure3rdParty}}
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===Configure third-party application screen pop-up ===
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You can configure Cloud IWD to enable a third-party application screen pop-up inside Agent Desktop when an agent accepts a task. To do this, configure
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a pop-up from a third-party application screen for only workitems. You'll need to work with your Genesys representative to configure this approach.-->
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===Add a webhook URL for each source system in IWD Manager===
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You'll need one webhook URL per source system to be configured so that your source system can receive messages about workitems back from Cloud IWD. You'll need to work with your Genesys representative to configure this.
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==Starting/updating/stopping a workitem/interaction==
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The typical workflow is as follows:
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# The application creates a workitem through the IWD API.
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# The application updates the workitem through the IWD API (if needed).
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# The application stops the workitem.
  
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There are two ways for the application to stop an interaction:
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* Implicit (recommended) &mdash; stop by invoking Mark Done. For this method, complete the following steps:
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*# [[ASServiceClient|Set up Agent Desktop to use the Service Client API.]]
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*# Disable the Mark Done button in Agent Desktop (as mentioned earlier in [[#ConfigureAD|Configuring Agent Desktop]]) and instead [[InteractionNamespace#markdone|invoke Mark Done]].
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*# [[InteractionNamespace#setUserData|Set the Disposition Code]]
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* Explicit &mdash; stop by using the IWD API. This requires additional configuration from your Genesys representative.
  
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A sample application that demonstrates using the IWD API is also available through your Genesys representative.
 
[[Category:V:PSAAS:Public]]
 
[[Category:V:PSAAS:Public]]

Latest revision as of 08:56, November 9, 2020

Set up iWD

Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to IWD Setup.


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.

High-level process

At a high level, you'll need to complete the following steps to implement 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 (see Integrating source systems below).
  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

Create an application to submit workitems to Cloud IWD

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

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


Add a webhook URL for each source system in IWD Manager

You'll need one webhook URL per source system to be configured so that your source system can receive messages about workitems back from Cloud IWD. You'll need to work with your Genesys representative to configure this.

Starting/updating/stopping a workitem/interaction

The typical workflow is as follows:

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

There are two ways for the application to stop an interaction:

A sample application that demonstrates using the IWD API is also available through your Genesys representative.

This page was last edited on November 9, 2020, at 08:56.
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