Example. Genesys 8.1
تبلیغات
تبلیغات
Appendix E: iWD Rules and Existing Business Processes Example
Change the
Iwd_Esp_List
and
Iwd_Package_List
List Objects
accordingly (see “Configuration of List Objects” on page 314 ).
Note:
“Native interactions” refers to interactions captured by an iWD capture adapter. Interactions going through the iWD
Business Process that do not come through an iWD capture adapter (that is, interactions coming into the system from a standard Genesys media server, through a Gplus Adapter, or through an integration built with the Genesys Open Media
SDK) are referred to as “non-native” or “foreign” interactions.
For non-native interactions (which do not have
IWD_solutionId
):
Change the logic for assigning solutionId
, based on an interaction’s property, in the
IWD_BusinessRules_Ext
strategy (
Assign Properties block with comment solutionId = ‘Your_solution_id’
).
shows the strategy.
•
Interactions with
MediaType = email
are the only interactions that come as input into existing business processes. If you expect interactions of several media types as input, you must adjust the classification rules in your rule package accordingly (add the condition
“Media type is”
).
•
There is only one Agent Group to which the interactions can be assigned.
If you want to use several Agent Groups you must modify the target selection in the
Process ABC
strategy, which is part of the
ABC Simple BP business process that comes with the eServices Interaction Workflow installation.
ABC Simple BP
The example uses the ABC Simple BP business process that comes with the eServices Interaction Workflow installation. See
Figure 130: ABC Simple BP
Example
This is a simple example that shows how a business process can be modified to use iWD rules.
368 intelligent Workload Distribution 8.1
Appendix E: iWD Rules and Existing Business Processes Example
Use Case
In this scenario, there is a working business process, and you want to deliver interactions to agents based on priority. Priority should be assigned based on e-mail subject.
All incoming interactions (in this example they all have
MediaType = email
) should be divided into three groups based on
Subject
:
NewAccount, Support, and all others. All interactions will be delivered to one Agent Group (
IWD
), but interactions with
Subject = NewAccount
will have the highest priority and will be reprioritized more frequently. Interactions with
Subject = Support
will have lower priority and all other interactions will have the lowest priority and will have the least frequent reprioritization.
Modify the Existing Business Process
Modify the existing business process. Add one more strategy, which will invoke the iWD Business Content Management Service (BCMS) to prepare the interaction user data for rule evaluation, followed by the Genesys Rules
Engine to apply business rules. Also, one queue will be added to the business process. This queue will provide the mechanism for reprioritization and delivering interactions to an agent based on priority.
The iWD Setup Utility includes a sample business process that contains a
couple of strategies and a queue. Figure 131
shows the
ABC IWD Simple BP business process.
Figure 131: ABC IWD Simple BP
Note:
The iWD_BusinessRules_ext and
iWD_Reprioritization_ext routing
strategies (see Figure 131 ) use the two List Objects described in
“Configuration of List Objects” on page 314
.
In this business process, the property of the
All by priority
view is configured as shown in
Conditions
tab is empty). Thus, interactions from this queue and through this view will be taken by priority.
The interaction with the highest priority will be taken first.
Deployment Guide 369
Appendix E: iWD Rules and Existing Business Processes Example
370
Figure 132: All by Priority Interaction Queue View Properties
Properties of the
To reprioritize
view are configured as in
. Thus, interactions from this queue and through this view will be taken sorted by
IWD_reprioritizeDateTime
; and only if
IWD_reprioritizeDateTime
was set and has expired.
Figure 133: ‘To Reprioritize’ Properties—Condition Tab
intelligent Workload Distribution 8.1
Appendix E: iWD Rules and Existing Business Processes Example
Figure 134: ‘To Reprioritize’ Properties—Order Tab
Deployment Guide 371
Appendix E: iWD Rules and Existing Business Processes
shows the iWD Business Rules Ext strategy.
Example
Figure 135: iWD Business Rules Ext Strategy
shows the iWD_Reprioritization_Ext
strategy. The key-value pair
IWD_solutionId
will always be attached after the
IWD_BusinessRules_Ext strategy. This is why no check is made for the presence of that key-value pair in the strategy.
372 intelligent Workload Distribution 8.1
Appendix E: iWD Rules and Existing Business Processes Example
Figure 136: iWD Reprioritization Ext Strategy
Move the iWD_Processed
queue, as well as the iWD_BusinessRules_Ext
and iWD_Reprioritization_Ext
strategies from the
ABC IWD Simple BP business process to the
ABC Simple BP business process.
ABC
Simple BP
will look at this point.
Figure 137: ABC Simple BP with Queue and Strategies Added
Insert the added group between
Inbound queue
and
Process ABC
shows how the
ABC Simple BP
business process will look at this point.
Deployment Guide 373
Appendix E: iWD Rules and Existing Business Processes Example
Figure 138: ABC Simple BP with Group Added
The existing business process is now updated. Next, create business rules in iWD.
Rules creation
Open Genesys Rules Development Tool and modify the Standard Rules
Template as described in “Modify the Standard Rules Template” on page 353 .
Assume that all incoming interactions have
MediaType = email
, so you only need to add the four new Actions.
Create an iWD Tenant and an iWD Solution, as described in “iWD
Create a department and processes as described in “Create a Department and
Processes in iWD” on page 358 .
In Genesys Rules Authoring Tool, create a rule package and add the iWD
Standard Rules Template to the rule package. Create new (package-level)
interactions have
MediaType = email
).
Create prioritization rules for your processes as described in“Create
Prioritization Rules for the Processes” on page 361 .
Deploy your iWD rule package and your iWD Solution.
Path of E-mail Interactions
The interaction will pass through the following are the steps:
1. The interaction is submitted by the Genesys E-mail server and is placed into the
Inbound
queue.
2. The interaction is processed by the
IWD_BusinessRules_Ext
strategy:
a. The BMCS service is invoked by using the Method
BeforeClassification,
to ensure the integrity of the interaction user data prior to the Genesys Rules Engine being invoked.
b. The Genesys Rules Engine is invoked:
374 intelligent Workload Distribution 8.1
Appendix E: iWD Rules and Existing Business Processes Example
The Genesys Rules Engine is called and the global (package-level) classification rules are applied. As a result, the interaction will be assigned to one of iWD processes depending on
Subject.
Immediately after global classification rules are applied, classification rules of the assigned Department and Process will be applied. As a result, the initial
Priority
will be set—
100
for the
Sales
process,
50
for the
Support
process, and
10
for the
Others process.
The BMCS service is invoked with the Method
AfterClassification, to ensure the integrity of the interaction user data after the Genesys Rules Engine was invoked.
c. The BMCS service is invoked with the Method
BeforePrioritization, to ensure the integrity of the interaction user data prior to the Genesys
Rules Engine being invoked.
d. The Genesys Rules Engine is invoked again, to evaluate the prioritization rules.
As a result, prioritization business rules from the previously assigned process will be applied to the interaction. In this example, that means that the interaction will be scheduled for reprioritization
(each hour for the
Sales
process, every 2 hours for the
Support process, and every 3 hours for the
Others
process).
Finally, the BMCS service is invoked with the Method
AfterPrioritization,
to ensure the integrity of the interaction user data after the Genesys Rules Engine was invoked.
3. The
IWD_BusinessRules_Ext
strategy is completed and the interaction is placed into the iWD_Processed
queue.
4. In this example, if no available agents are found, the interaction will be passed to the
IWD_Reprioritization_Ext
strategy based on the schedule that was set up earlier. Priority will be increased, based on the prioritization rules specified in the assigned process. Interaction will be rescheduled for reprioritization and placed back into the iWD_Processed
queue.
Deployment Guide 375
Appendix E: iWD Rules and Existing Business Processes Example
376 intelligent Workload Distribution 8.1
Supplements
Related Documentation
Resources
The following resources provide additional information that is relevant to this software. Consult these additional resources as necessary.
intelligent Workload Distribution (iWD)
•
iWD Data Mart Reference Manual, which describes/provides information about the iWD Data Mart.
•
Release Notes and Product Advisories for this product, which are available on the Genesys Customer Care website at http://genesys.com/customer-care
.
eServices
•
eServices 8.1 Deployment Guide, which includes a high-level overview of features and functions of Genesys eServices together with architecture information and deployment-planning materials. It also introduces you to some of the basic concepts and terminology that are used in this product.
The eServices Deployment Guide also provides information about deploying the Integrated Capture Points.
•
eServices 8.1 User’s Guide, which provides overall information and recommendations on the use and operation of Genesys eServices, and the use and operation of the Integrated Capture Points.
•
eServices 8.1 Reference Manual, which provides information about the configuration options for each eServices component, including options specific to the Integrated Capture Points.
•
eServices 8.1 Open Media Interaction Models Reference Manual, which presents a set of basic interaction models—showing the components that are involved and the messaging (requests, events) among them.
•
“eServices Log Events” in the Framework 8.1 Combined Log Events Help, which is a comprehensive list and description of all events that may be recorded in Management Layer logs.
Deployment Guide 377
Related Documentation Resources
Genesys
•
Genesys Technical Publications Glossary, available on the Genesys
Documentation website , provides a comprehensive list of the Genesys and computer-telephony integration (CTI) terminology and acronyms used in this document.
•
Genesys Migration Guide, available on the Genesys Documentation website and which ships on the Genesys Documentation Library DVD, provides documented migration strategies for Genesys product releases.
Contact Genesys Customer Care for more information.
Information about supported hardware and third-party software is available on the Genesys Documentation website in the following documents:
•
Genesys Supported Operating Environment Reference Guide
•
Genesys Supported Media Interfaces Reference Manual
Consult these additional resources as necessary:
•
Genesys Hardware Sizing Guide, which provides information about
Genesys hardware sizing guidelines for the Genesys 8.x releases.
•
Genesys Interoperability Guide, which provides information on the compatibility of Genesys products with various Configuration Layer
Environments; Interoperability of Reporting Templates and Solutions; and
Gplus Adapters Interoperability.
•
Genesys Licensing Guide, which introduces you to the concepts, terminology, and procedures that are relevant to the Genesys licensing system.
•
Genesys Database Sizing Estimator 8.x Worksheets, which provides a range of expected database sizes for various Genesys products.
For additional system-wide planning tools and information, see the release-specific listings of System-Level Documents on the Genesys
Documentation website (docs.genesys.com).
Genesys product documentation is available on the:
•
Genesys Customer Care website at http://genesys.com/customer-care
.
•
Genesys Documentation site at http://docs.genesys.com/
.
•
Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected]
.
378 intelligent Workload Distribution 8.1
Document Conventions
Document Conventions
This document uses certain stylistic and typographical conventions—introduced here—that serve as shorthands for particular kinds of information.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:
80fr_ref_06-2008_v8.0.001.00
You will need this number when you are talking with Genesys Technical
Support about this product.
Screen Captures Used in This Document
Screen captures from the product graphical user interface (GUI), as used in this document, may sometimes contain minor spelling, capitalization, or grammatical errors. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.
Type Styles
Table 64 describes and illustrates the type conventions that are used in this
document.
Deployment Guide 379
Document Conventions
Table 64: Type Styles
Type Style Used For
Italic • Document titles
• Emphasis
• Definitions of (or first references to) unfamiliar terms
• Mathematical variables
Also used to indicate placeholder text within code samples or commands, in the special case where angle brackets are a required part of the syntax (see the note about angle brackets on
).
Examples
Please consult the Genesys Migration
Guide for more information.
Do not use this value for this option.
A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
The formula, x +1 = 7 where x stands for . . .
Monospace font
(Looks like teletype
or typewriter text
)
All programming identifiers and GUI elements. This convention includes:
• The names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages.
• The values of options.
• Logical arguments and command syntax.
• Code samples.
Also used for any text that users must manually enter during a configuration or installation procedure, or on a command line.
Select the
Show variables on screen check box.
In the
Operand
text box, enter your formula.
Click
OK
to exit the
Properties
dialog box.
T-Server distributes the error messages in
EventError
events.
If you select true
for the inbound-bsns-calls
option, all established inbound calls on a local agent are considered business calls.
Enter exit
on the command line.
Square brackets ([ ])
A particular parameter or value that is optional within a logical argument, a command, or some programming syntax. That is, the presence of the parameter or value is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information.
smcp_server -host [/flags]
Angle brackets
(< >)
A placeholder for a value that the user must specify. This might be a DN or a port number specific to your enterprise.
Note: In some cases, angle brackets are required characters in code syntax (for example, in XML schemas). In these cases, italic text is used for placeholder values.
smcp_server -host <confighost>
380 intelligent Workload Distribution 8.1
Document Conventions
Deployment Guide 381
Document Conventions
382 intelligent Workload Distribution 8.1
Index
Symbols
[] (square brackets)
. . . . . . . . . . . . . . 380
< > (angle brackets)
A
ABC IWD Simple BP business process
ABC Simple BP business process
Access Groups
. . . . . . . . . . . . . . . . 146
ACME Sample Application
ADDP
. . . . . . . . . . . . . . . . . . . 85
angle brackets
. . . . . . . . . . . . . . . . 380
application cluster
. . . . . . . . . . . . . . 267
application installation
audience, for document
B
Boolean
. . . . . . . . . . . . . . . . . . . 292
BPR_iWD_Extension.jar
BPR_iWD_Extension.jar Stat Server option
brackets angle
. . . . . . . . . . . . . . . . . . . . 380
square
. . . . . . . . . . . . . . . . . . . 380
Business Attribute
. . . . . . . . . . . . . . 107
Business Context Management
Service
,
creating
. . . . . . . . . . . . . . . . . . 118
high availability
. . . . . . . . . . . . . . 266
business logic
. . . . . . . . . . . . . . . . 202
C
CancelTask message
capacity rule
. . . . . . . . . . . . . . 103
Capture Adapters
. . . . . . . . . . . . . . 17
Database
. . . . . . . . . . . . . . . . . . 18
Web Service
. . . . . . . . . . . . . . . . . 17
XML
. . . . . . . . . . . . . . . . . . . . . 18
CCPulse+ template
centralized logging
. . . . . . . . . . . . . . .22
centralized logging configuration
Change History view
properties and actions
Classification strategy
CME Tenant
. . . . . . . . . . . . . . . . . 143
commenting on this document
compatibility
. . . . . . . . . . . . . . . . . .56
completed-queues Interaction Server option
CompleteTask message
component
. . . . . . . . . . . . . . . . . . 162
configuration sections
Departments & Processes
Global Task List
. . . . . . . . . . . . . . 135
Modules & Components
Rules Authoring
. . . . . . . . . . . . . . 135
Services
. . . . . . . . . . . . . . . . . . 135
Configuration Server
Configuration Server Connector
Service
creating
. . . . . . . . . . . . . . . . . . 118
Configure Custom Ixn Properties
Solutions and Services
configuring a custom interaction property
centralized logging
iWD Manager logging
iWD Runtime Node logging
using the iWD Setup Utility
Context history
. . . . . . . . . . . . . . . . 139
conventions in document
. . . . . . . . . . . . . . . . 379
type styles
. . . . . . . . . . . . . . . . . 380
CreateTask message
creating iWD Configuration database
iWD Data Mart database
iWD Runtime Node in iWD Manager
iWD Solution in iWD Manager
Deployment Guide 383
Index iWD Tenant in iWD Manager
services in iWD Manager
current-day statistics
custom properties (interaction)
D
Data Mart ETL services
Data Types
. . . . . . . . . . . . . . . . . . 292
database iWD Configuration database
Database Capture Adapter
Database Capture Point
properties
. . . . . . . . . . . . . . . . . 286
database preparation
Database Service
properties
. . . . . . . . . . . . . . . . . 189
databases
Interaction Server
DateTime
. . . . . . . . . . . . . . . . . . . 292
Department Details view
Departments & Processes configuration section
Deployment
Departments and Processes
properties and actions
Solutions and Services
Details view
. . . . . . . . . . . . . . 132
DetermineESPServerName subroutine
DetermineRulePackageName subroutine
Direction
. . . . . . . . . . . . . . . . . . . 292
Distribution strategy
document audience
. . . . . . . . . . . . . . . . . . . 15
change history
. . . . . . . . . . . . . . . . 16
conventions
. . . . . . . . . . . . . . . . 379
errors, commenting on
version number
. . . . . . . . . . . . . . 379
E enable-revoke-from-agent
Error message
. . . . . . . . . . . . . . . . 297
ESP object
. . . . . . . . . . . . . . . . . . 268
F font styles italic
. . . . . . . . . . . . . . . . . . . . 380
monospace
. . . . . . . . . . . . . . . . 380
G
General configuration
Generic Capture Point Service
creating
. . . . . . . . . . . . . . . . . . 118
Genesys Administrator
Genesys Chat
. . . . . . . . . . . . . . . . .14
Genesys E-mail
. . . . . . . . . . . . . . . .14
Genesys Info Mart
. . . . . . . . . . . . . . .21
Genesys Interaction Server Connector
Service properties
Genesys Rules System (GRS)
Genesys SMS
. . . . . . . . . . . . . . . . .14
Genesys Social Engagement
GetTaskInfo message
Global Task List
. . . . . . . . . . . . . . . 135
configuration section
H
Header bar
. . . . . . . . . . . . . . . 132
historical reporting
. . . . . . . . . . . . . . .21
History view
. . . . . . . . . . . . . . 141
properties and actions
HoldTask message
. . . . . . . . . . . . . . 306
I
ICON
. . . . . . . . . . . . . . . . . . . . . .21
ics_multi_media_agent_seat technical license
. . . . . . . . . . . . . . . . .23
Import and Export function
Import and Export view
Import/Export properties and actions
Import/Export view
. . . . . . . . . . . . . . 144
In messages
. . . . . . . . . . . . . . . . . 292
installation
. . . . . . . . . . . . . . . . . . .43
installing
Interaction Server and its databases
iWD Data Mart
iWD Manager
iWD Runtime Node
iWD Setup Utility
iWD Stat Extensions
Integer
. . . . . . . . . . . . . . . . . . . . 292
intelligent Workload Distribution features
. . . . . . . . . . . . . . . . . . . 17
overview
. . . . . . . . . . . . . . . . . . 17
intended audience
. . . . . . . . . . . . . . .15
Interaction Concentrator
interaction custom properties
interaction properties mapping
Interaction Queues
Interaction Server Connector
Service
creating
. . . . . . . . . . . . . . . . . . 118
interactions table
italics
. . . . . . . . . . . . . . . . . . . . . 380
384 intelligent Workload Distribution 8.1
Index iWD
system configuration
Configuration database
features
. . . . . . . . . . . . . . . . . . . 17
installation
. . . . . . . . . . . . . . . . . . 43
overview
. . . . . . . . . . . . . . . . . . . 17
iWD application
. . . . . . . . . . . . . . . . 14
iWD business process
iWD business rules using within an existing business process
iWD installation preparation
. . . . . . . . . . . . . . . . . 55
prerequisites
. . . . . . . . . . . . . . . . . 56
iWD Manager
. . . . . . . . . . . . . . . . . 127
iWD services recommended configuration order
iWD Setup Utility installing
. . . . . . . . . . . . . . . . . . 104
iWD solution
. . . . . . . . . . . . . . . . . 14
iWD state model
. . . . . . . . . . . . . . . 28
IWD_BusinessRules_Ext strategy
iWD_Canceled queue
iWD_Captured queue
iWD_Completed queue
iWD_ErrorHeld queue
iWD_New queue
. . . . . . . . . . . . . . . 317
iWD_Queued queue
iWD_Rejected queue
iWD_Reprioritization_Ext strategy
IWDBP
. . . . . . . . . . . . . . . . . . . . 313
adapting for standard Genesys channels
strategies
. . . . . . . . . . . . . . . . . 317
J
Java SDK
. . . . . . . . . . . . . . . . . . . 56
java-extension-jar Stat Server option
jdbc-driver Stat Server option
jdbc-url Stat Server option
JMS Capture Point
. . . . . . . . . . . . . . 291
K
Kettle ETL Service
properties
. . . . . . . . . . . . . . . . . 194
L
Last Viewed
. . . . . . . . . . . . . . . . . 137
licensing
. . . . . . . . . . . . . . . . . . . 23
Log Viewer
. . . . . . . . . . . . . . . . . . 177
log4j.properties
. . . . . . . . . . . . . . . . 121
Logging Service
creating
. . . . . . . . . . . . . . . . . . 118
properties
. . . . . . . . . . . . . . . . . 183
logs
Management Layer
lookup tables
. . . . . . . . . . . . . . . . . 156
Lookup Tables view
M managed tenant
. . . . . . . . . . . . . . . .45
Managed Tenant Details view
Managed Tenant view properties and actions
Management Layer logging
Mark Interaction as Done
Media Icons view
. . . . . . . . . . . . . . 141
Message Server
. . . . . . . . . . . . . . . .22
messages
CancelTask
. . . . . . . . . . . . . . . . 309
CompleteTask
. . . . . . . . . . . . . . . 306
CreateTask
. . . . . . . . . . . . . . . . 295
Error
. . . . . . . . . . . . . . . . . . . . 297
GetTaskInfo
. . . . . . . . . . . . . . . . 297
HoldTask
. . . . . . . . . . . . . . . . . 306
Ping
. . . . . . . . . . . . . . . . . . . . 310
Pong
. . . . . . . . . . . . . . . . . . . 311
RestartTask
. . . . . . . . . . . . . . . . 309
ResumeTask
. . . . . . . . . . . . . . . 308
Task Action
. . . . . . . . . . . . . . . . 293
Task Notification
TaskAssigned
. . . . . . . . . . . . . . . 305
TaskCanceled
. . . . . . . . . . . . . . . 310
TaskCompleted
. . . . . . . . . . . . . . 306
TaskCreated
. . . . . . . . . . . . . . . 296
TaskDistributedQueue
TaskErrorHeld
. . . . . . . . . . . . . . . 307
TaskHeld
. . . . . . . . . . . . . . . . . 307
TaskInfo
. . . . . . . . . . . . . . . . . . 297
TaskRejected
. . . . . . . . . . . . . . . 310
TaskRestarted
. . . . . . . . . . . . . . . 309
TaskResumed
. . . . . . . . . . . . . . . 308
TaskUpdated
. . . . . . . . . . . . . . . 304
UpdateTask
. . . . . . . . . . . . . . . . 303
Metric template value types
. . . . . . . . . . . . . . . . 165
Metrics templates
Modules
. . . . . . . . . . . . . . . . . . . 163
Modules & Components configuration section
Modules view properties and actions
monospace font
. . . . . . . . . . . . . . . 380
N native interactions
. . . . . . . . . . . . . . 367
Deployment Guide 385
Index
Navigation panel
. . . . . . . . . . . . . . . 134
navigation sections
GeneralGeneral navigation section
navigation tree
. . . . . . . . . . . . . . . . 136
navigation sections
. . . . . . . . . . . . . . 135
Navigational panel
. . . . . . . . . . . . . . 132
O
Object Actions
. . . . . . . . . . . . . . . . 138
Open Media API
. . . . . . . . . . . . . . . 14
Out messages
. . . . . . . . . . . . . . . . 292
P password encoder
. . . . . . . . . . . . . . 76
password Stat Server option
passwordEncoder.cmd file
Person
. . . . . . . . . . . . . . . . . . . . 128
Ping message
. . . . . . . . . . . . . . . . 310
Pong message
. . . . . . . . . . . . . . . . 311
Prioritization strategy
Process Details view
Profile view
. . . . . . . . . . . . . . . 141
properties and actions
R refresh-interval Stat Server option
Removal
. . . . . . . . . . . . . . . . . . . 341
Removal strategy
. . . . . . . . . . . . . . . 317
Reporting
. . . . . . . . . . . . . . . . . . . 20
RestartTask message
ResumeTask message
Rules Authoring configuration section
Runtime Nodes view
properties and actions
S sample application
. . . . . . . . . . . . . . 126
Scheduled ETL Job Service
Scheduled ETL Job service
properties
. . . . . . . . . . . . . . . . . 196
Scripting Service
. . . . . . . . . . . . . . . 291
properties
. . . . . . . . . . . . . . . . . 291
Security Policies properties and actions
Security Policies view
Security Policy
. . . . . . . . . . . . . . . . 146
Service Details view
properties and actions
Service templates
. . . . . . . . . . . . . . 162
service-id-1 Stat Server option
Services configuration section
Configuration Server Connector
Data Mart ETL Services
Kettle ETL Service
Data Mart ETL services
Database Capture Point
Database service
Interaction Server Connector Service
Logging Service
. . . . . . . . . . . . . . 183
Scheduled ETL Job Services
Scripting Service
Web Service Capture Point
XML File Capture Point Service
Services configuration section
Services view
properties and actions
service-tenant-1 Stat Server option
Setup Utility
Solution Details view
properties and actions
Solutions and Services
square brackets
. . . . . . . . . . . . . . . 380
Standard Genesys to IWD adapter business process
. . . . . . . . . . . . . . . 344
Stat Server configuration options
Statistics Adapter Service
String
. . . . . . . . . . . . . . . . . . . . 292
T
Task Action messages
task attribute mapping
task life cycle
. . . . . . . . . . . . . . . . . .26
Task Notification messages
TaskAssigned message
TaskCanceled message
TaskCompleted message
TaskCreated message
TaskDistributedQueue message
TaskErrorHeld message
TaskHeld message
. . . . . . . . . . . . . . 307
TaskInfo message
. . . . . . . . . . . . . . 297
TaskRejected message
TaskRestarted message
TaskResumed message
Tasks distribution
. . . . . . . . . . . . . . . . . 20
prioritization
. . . . . . . . . . . . . . . . . 19
reprioritization
. . . . . . . . . . . . . . . . 20
TaskUpdated message
Tenant Selection
. . . . . . . . . . . . . . . 135
386 intelligent Workload Distribution 8.1
Index tenant-ids Stat Server option
tenant-level configuration
Tomcat
. . . . . . . . . . . . . . . . . . . . 56
type styles conventions
. . . . . . . . . . . . . . . . 380
italic
. . . . . . . . . . . . . . . . . . . . 380
monospace
. . . . . . . . . . . . . . . . 380
typographical styles
U
Unsaved Changes dialog box
UpdateTask message
updating
Interaction Server databases
URS
. . . . . . . . . . . . . . . . . . . . . 56
User
. . . . . . . . . . . . . . . . . . . . . 128
User Access
. . . . . . . . . . . . . . . . . 207
User Profile
. . . . . . . . . . . . . . . . . . 140
user Stat Server option
V verbose Stat Server option
version numbering, document
W
Web Service Capture Adapter
Web Service Capture Point properties
. . . . . . . . . . . . . . . . . 281
Web Service Capture Point Service
WebSphere
. . . . . . . . . . . . . . . . . . 56
WFM
. . . . . . . . . . . . . . . . . . . . . 15
WFM Connector Service
Workforce Management
Workforce Management Connector Service
properties
. . . . . . . . . . . . . . . . . 201
workitem
. . . . . . . . . . . . . . . . . . . 107
X
XML Capture Adapter
XML File Capture Point Service
properties
. . . . . . . . . . . . . . . . . 283
Deployment Guide 387
Index
388 intelligent Workload Distribution 8.1
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