Task Distribution

All iWD tasks are managed through the Genesys Interaction Server and are assigned (routed to) employees by the Genesys Universal Routing Server (URS). A Distribution Point is an optional attribute of a task that gets associated to a task as part of a business rule. It can then be used to help refine how the task is managed by Interaction Server and URS. For example, logic can be written into a routing strategy that uses the Distribution Point attribute of a task to make decisions about the type of resource or location to which the task should be routed.

The Distribution Point is also propagated to the iWD Data Mart as a dimension that can be used for creating reports.

One example of how Distribution Points may be used is to set up a Distribution Point to represent a contact center and a separate Distribution Point to represent an outsourcer who will handle the tasks that are related to several iWD business processes. The appropriate Distribution Point will get associated to a task as part of the logic of a business rule, thus attaching the Distribution Point name as an attribute of the task. Within the routing strategy that handles the assignment of the tasks to the knowledge workers, this attribute can be read, assigned to a local strategy variable, and then used to route to the appropriate Agent Group at the right location. Reports can be generated that segment the task handling by the different types of resources who handled the tasks (internal contact center vs. outsourcer, in this example).

Note:  The role of a Distribution Point has changed significantly between iWD 7.6.1 and iWD 8.0 or 8.1. Users of iWD 7.6.1 who are migrating to iWD 8.0 or 8.1 should know that Distribution Points are no longer separate iWD services that define specific Interaction Server queues and thresholds to which iWD tasks will be distributed. Instead, in iWD 8.0 and 8.1, all tasks are immediately distributed to Interaction Server upon task capture, and the Distribution Point is used mainly (if at all) as a reporting dimension, as well as a way to help segment tasks to guide the assignment that is defined in the routing strategy logic.

Although iWD performs prioritization and reprioritization, it does so only to set values for priority routing within the Genesys CIM Platform. (URS can leverage the iWD-calculated priority and business values in its routing strategies, or it might calculate its own; in either case, URS ensures that the most critical tasks are presented to agents first. URS continues to reevaluate priority for tasks that it has received against real-time voice and other nonvoice interactions—ensuring that the most important is presented next.