Work flow on iWD

[smile]

Hi, All

has someone any knowledge about iWD? I'm interesting in it in case of organize something like Service Desk system. The purpose is to track the status of orders (or tickets) during its life time. Is i'm right understand, that iWD can do such things or not?

[ecki]

Hi Smile,

iWD briefly is here to help utilize Genesys open media suite/routing to distribute any kind of digital/digitalized work items/Service requests/withe maisl/invoices/<whatever you can think of>..... to agents/back-end office people... . It is basically a door to feed those media in to Genesys as workitems and as a bonus it has nice front end for Business people/Supervisors which allows them to manipulate queued work items and re-prioritize based on their business needs (what ever it could be) as they pleased. You can track then the work items from statistical perspective (distribution, processing by agents ...) in CCPulse/Infomart/CCAnalyzer or iWD historical reporting module. Theoretically you could quite well build open media routing rules allowing you complex delivery paths with multiple post processing stages traceable in Genesys reporting. But if I were you, I would wait for version 8 which should be more integrated in to Genesys. The reporting based on Infomart would be more easy to build.

Cheers,

e.

[smile]

Thank you, ecki ! lets wait for version 8 

[jthompson]

The reporting in iWD will not change substantially between 7.x and 8.x as it will continue to leverage iWD Datamart. This was part of the Conseros GTL acquisition in January 2009 where Datamart is its own intraday/historical reporting module in the core product. Several customers are leveraging the data from datamart for improved SLA adherence on work, as well as driving operational efficiencies in resources with more visibility into back-office worktimes, # of items worked, etc...

So I'd not discount current GA product if what you're after is reporting today - it has strong reporting already and will stay the same in 8.