Cloud intelligent Workload Distribution

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

• October 3, 2019 (9.0.000.??)
• June 28, 2019 (9.0.000.18)
• Known Issues

October 3, 2019 (9.0.000.??)

What's New

• Dashboards—This release delivers dashboards for real-time monitoring or workitems in iWD Manager. These dynamic dashboards can be used to:
  • Identify bottlenecks in arrival and completion patterns
  • View volumes
  • Monitor service level adherence, categories and timing.

  The user can drill down at any time to the underlying data for these dashboards by clicking on the Workitems tab.

• 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 that is configured by Genesys Professional Services. In this release, outgoing messages do not require a confirmation of receipt from the source system, so they be should be considered as informational only and therefore delivered on a best-efforts basis.
• This release includes a one-way sample integration with Salesforce.com cases and the intelligent Workload Distribution API.

June 28, 2019 (9.0.000.18)

What's New

Initial release

• 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.