intelligent Workload Distribution 8.1 iWD Manager

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iwd_iwd-mgr-help_02-2013_v8.1.101.00

The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.

iWD Overview

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:

iWD creates an enterprise-wide "Global Task List” that is centrally managed and prioritized. As such, it provides visibility for business analysts into the backlog of tasks that are yet to be completed, as well as the status of in-progress and completed tasks.

iWD provides a user interface that is designed specifically for business users, giving them not only access to the Global Task List, but also to a user interface that allows them to author business rules that describe the policies of the enterprise. For example, the business rules can be used to determine what priority and due date should be given to a task that has a specific set of attributes.

Starting with iWD 8.1, business rules are authored and deployed in the Genesys Rules Authoring Tool, which is part of the Genesys Rules System. The Genesys Rules System is a set of components that provide business rules functionality not only for iWD, but for other Genesys solutions as well.

iWD Manager is a Graphical User Interface (GUI) for both technical and business configuration of the iWD solution, including the configuration of business rules. iWD Manager is also used for real-time management of tasks.

Note: The term "agent" is used throughout this Help file and refers to any resource or knowledge worker who handles tasks.