As the central point between capture and distribution, iWD monitors the tasks throughout the life cycle of each. iWD provides business-activity monitoring of a number of events, including the following:
New—The point at which the task was captured by the Capture Point
Process/Reprioritization Rules Applied—All process rules that are applied to the task, as well as the values that are calculated and assigned to the task
Queued—When the task was queued in the Genesys Interaction Server
Assigned—When the task was assigned to an employee for processing
Transfer/Transfer to Queue—Whether the employee transferred the task to another employee or back to the queue
Held/Revoked—Whether the task was held (manual hold) or revoked
Each record is time-stamped and stored in the iWD Data Mart, where the data that is collected can be leveraged in third-party reporting applications.