Prioritization is the process by which iWD arranges the task list in order of priority or importance, based on business rules that are configured at the Global level, or for the Department or Process.
Business rules within iWD are based on business rule templates that are provided out-of-the-box with the iWD installation. These templates, which are the foundation for the business rules that govern iWD, are normally created or modified by IT personnel by using the Genesys Rules Development Tool (GRDT). After the rule templates are published, business users can create or modify rules by using the Genesys Rules Authoring Tool (GRAT), without having to involve IT personnel.
Business rules can also be used to facilitate a more informed prioritization decision by leveraging existing enterprise web services to collect additional task-related information. For example, you can configure a rule that, upon the capture of any order, retrieves the customer's current credit score. The score (such as poor) is then attached to the task and can be used downstream by another business rule for setting priority, or it can be used later within a Genesys routing strategy for determining to whom the task should be routed (for example, to a credit-granting department prior to sales).