Case Prioritization using iWD

[rkd]

HI

One of our business groups wants to use iWD/Rules solution for just prioritizing the cases and give them the case# when they request. Please note that these agents wont be part of genesys and we are not planning to do skill routing.

Whenever there is a new case, the ticketing system will submit to iWD using the Web capture points. iWD will run rules configured and assign the right priorities. Whenever an agent wants to work on a case, they will send another request through APIs and we need to give them a case # and make that case in Pending status. once the agent completes working on it, they will send another request to update the status and we will update the case and put in iWD_Completed.  As this is entirely new to us and haven't done this way, i would like to check anyone has done something similar to this solution. please put your thoughts.

RKD