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.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
When downloading content, you may encounter issues that are easily resolved. If these tips don't help, please Contact Us, and we will try to send you the file directly.
Downloading Help files
Save the Help file to your local hard drive, and uncompress (extract) it to an empty folder. To open the Help file, open the folder into which the .zip file was extracted, then do one of the following:
- If there is only one file in the folder, click that file.
- If there is more than one file in the folder, click the <name of compressed file>.htm file.
Viewing Help files
If, when you open the Help file, the contents do not display in the right window, consider the following:
- Are you trying to open the file on a remote computer? If so, copy it to your local machine. Due to a Microsoft security update, you cannot properly view a HTML-based (CHM) Help if it is located on another machine on your network.
- What is your permissions setting? Right-click the file, select Properties from the context menu, look for an Unblock button, and click it.
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.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
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.
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:
- The Deployment Guide
- The Working with the iWDBP document
- The iWD Plug-in for GAX Help topics
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 20182019-2021201820182018-20222016-201820182017-20222013–20182011–20252016–2018201920152013-2019202120182016–20172015-20182013-201920242011–2019201920242011–20192010-20222019-20222014 – 20182018201820162019 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: {{Documentation::Library:3rdParty:9.0Source}}
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
intelligent Workload Distribution 9.0 Product Alerts
There are no product alerts at this time.
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 Business Optimization Workload Distribution solution of the PureEngage offering.
Release Notes
The iWD 9.0.x Release Notes are supplied with the Installation Packages for this release.
Documentation
iWD Overview (restricted)
Use this document to understand the data schemas that compose the intelligent Workload Distribution Data Mart.
Deployment Guide (restricted)
Use this document to deploy intelligent Workload Distribution and enable its features.
iWD Manager Help topics (restricted)
Use this document to perform task monitoring and management in iWD Manager.
iWD Plug-in for GAX Help topics (restricted)
Use this document to configure your iWD Solution using the iWD Plug-in for GAX.
iWD REST API Reference Guide (restricted)
Use this document for information on the new iWD API methods, parameters, requests and responses.
iWD Data Mart Reference Guide (restricted)
Use this document to understand the data schemas that compose the intelligent Workload Distribution Data Mart.
iWD Business Process for IRD (restricted)
How to work with and adapt the IWD Business Process for Interaction Routing Designer (IRD).
iWD Business Process for Composer/ORS (restricted)
How to work with and adapt the IWD Business Process for Composer/ORS.
More Release Information
What's New
Release Notes
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.
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"> 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
Videos
iWD 850 Architecture
More Release Information
Release Notes
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"> 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"> Data Mart Reference Guide
Use to understand the data schemas that compose the intelligent Workload Distribution Data Mart - PDF format.
iWD Manager Help"> iWD Manager Help
Use this help file as a guide to the intelligent Workload Distribution Manager user interface.
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)"> 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)"> 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)"> 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.
International Release Notes and Help Files
Advisory
Videos
iWD Explained
Error: Unknown video service specified.
More Release Information
Release Notes
Documentation
Deployment Guide"> Deployment Guide
Use this book to deploy intelligent Workload Distribution.
Data Mart Reference Guide"> Data Mart Reference Guide
Use to understand the data schemas that compose the intelligent Workload Distribution Data Mart.
iWD Manager Help"> iWD Manager Help
Use this help file as a guide to the intelligent Workload Distribution Manager user interface.
WebSphere MQ Capture Adapter Reference Guide"> 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"> Interactive Insights Deployment Guide
Use sections of this guide to install and configure Genesys Interactive Insights for iWD.
Interactive Insights Universe Guide"> 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"> Interactive Insights User's Guide
Use sections of this guide to learn about customizing the Interactive Insights universe and reports for iWD.
International Release Notes and Help Files
Readme and Advisory
Release Notes
Documentation
iWD 7.6 Deployment Guide"> iWD 7.6 Deployment Guide
Use this book to deploy intelligent Workload Distribution.
iWD 7.6 Data Mart Reference Guide"> 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"> iWD 7.6 Third Party Licensing Guide
Use to understand third-party licensing requirements.
iWD 7.6 High Availability Guide"> iWD 7.6 High Availability Guide
Use to understand high availability configuration requirements.
iWD 7.6 Manager Guide"> iWD 7.6 Manager Guide
Use to understand the Manager component's user interface.
iWD 7.6 Overview"> iWD 7.6 Overview
High-level concepts of the iWD product.
iWD 7.6 JMS Capture Adapter Reference Manual"> 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"> 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