Genesys intelligent Workload Distribution

Genesys Cloud intelligent Workload Distribution (iWD) is a business application for dynamically prioritizing the distribution of work tasks to the employee best suited to handle them. Built on the powerful and proven Genesys PureEngage CX Platform, Genesys Cloud iWD provides out-of-the-box business-user functionality that integrates enterprise software with employees, customer experience capabilities, internal business processes, and delivers business benefits quickly.

Genesys Cloud iWD works in concert with existing enterprise software applications (such as ERP, BPM, DCM, Salesforce) as well as homegrown legacy systems, to create a single global task list, which is sorted based on business value, ensuring that the right resources, regardless of location, are proactively receiving the most critical or highest-value tasks, regardless of media type or system, at the right time and right location. iWD comes with specific integration capabilities called Capture Points. These capture points are designed to ease the integration with source systems that own the tasks.

Efficiently managing customer requests requires an understanding of the business context of the request. For example, the associated business process, product requested, or value of the customer making the request are important criteria for calculating service levels and routing to the right resource based on business value. With Genesys Cloud iWD, enterprises can effectively manage all customer service resources and business processes across the enterprise, going beyond the walls of the formal contact center and into other areas of the business like branch offices and experts in the back-office.

At the heart of Genesys Cloud iWD is a set of features and functions, designed for business users, to more effectively manage tasks in the organization and provide the business agility required in today’s competitive marketplace.

• Business Context Configuration—Cloud iWD requires the source system to classify the task and pass onto iWD to match with the appropriate departments and business processes, against which tasks are then managed and reported on. Adding new departments or business processes is a simple matter of configuration by a business user.
• Service Level Agreement-based Rules—The Cloud iWD service level rules ensure tasks are completed according to the service level agreements (SLA) defined by business users. SLA rules quickly order the tasks from most important to least important, based on business value. Because information related to a task can change, iWD automatically re-assesses tasks throughout their lifecycle, ensuring the most important are at the top of the global task list.
• Task Management—Operations Managers and Team Leads with appropriate security permissions can:
  • View tasks captured
  • Hold, resume, and cancel tasks
  • Modify task attributes
  • Manage prioritization schemes
• Business Insights—Cloud iWD offers a set of task-based statistics providing insight into business performance and comparisons against key performance indicators configured in iWD by business users. Business insights are available for the current day, and intraday historically.