Set up iWD

iWD takes work tasks 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 tasks are distribued 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 work items which are then classified, prioritized and routed to agents according to configured rules and assigned routing application logic. A Genesys Designer application handles handles routing/distribution of the work tasks, which are then handled by agents using Agent Desktop.

Reporting is also available through Genesys CX Insights.

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. Define a routing application in Designer to handle incoming workitems to iWD.
4. Use iWD Manager to:
   1. Create Endpoints that correspond to the target queues created in your Designer routing application.
   2. Create Categories that correspond to specific business units, 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. Configure other settings to control notifications back to the source system.
5. Integrate your source systems to use the Cloud iWD API to submit workitems to Genesys.
6. Monitor the activity of your contact center as iWD manages the global queue of workitems.
7. Manage individual workitems or groups of them while they are being queued and distributed by iWD.
8. Report on intraday and historical contact center activity using Genesys CX Insights.

Important

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

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Next, work with your Genesys representative to enable an Open Media channel and define a capacity rule, then assign it in Agent Setup.

2. Configure Agent Desktop

You should go through the normal process to configure any necessary desktop options for the agents in your contact center. You'll also need help from your Genesys representative to set a few options related to Open Media.

3. Create a Capture Point

Contact your Genesys representative to create a Capture Point.

4. Create a routing application

Genesys Task Routing includes a sample Designer application to show one of the possible scenarios. Check out the sample application for more information.

For more details about creating a new routing application in Designer, see the documentation.

Once you have a routing application, use Designer to link it to the Capture Point created in step 3.

5. Integrate third-party applications

A third-party application can interact with Genesys Task Routing through the Genesys Task Routing API and the Service Client API.

You'll need to develop a third-party system adapter that can create and stop workitems using the Genesys Task Routing API. It should also update and retrieve information about a workitem, if needed.

The typical workflow is as follows:

1. The third-party application creates a workitem through the Genesys Task Routing API.
2. The third-party application updates and/or retrieves the interaction through the Genesys Task Routing API (if needed).
3. The third-party application stops the interaction.

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

• 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.
  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 Genesys Task Routing API. This requires additional configuration from your Genesys representative.

A sample application that demonstrates using the Genesys Task Routing API and the Service Client API is also available through your Genesys representative.

Configure third-party application screen pop-up

You can configure Genesys Task Routing 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.

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