iWD departments and processes represent the primary means of task classification in iWD. iWD captures tasks from multiple enterprise work sources, each of which has its own process definitions, and maps them to a set of normalized business processes in iWD. In iWD, a department represents a logical grouping of processes, such as an enterprise's department.
Departments and processes allow for the definition of task-handling business rules that are specific to a context. For more information about rules, see Task Classification and Task Prioritization.
Departments and Processes are created in iWD Manager and are then pushed (synchronized) to the Genesys Configuration Server so they can be available to the Genesys Rules System. This is required so that users that are creating business rules through the Genesys Rules Authoring Tool (a component of the Genesys Rules System) are able to do so within the business structure that is defined by users in iWD Manager.
Each department and process also allows for the definition of an arbitrary number of custom attributes that provide additional enterprise-specific context for reporting purposes.