iWD Folder

The iWD root folder contains numerous objects, many of them organized into subfolders, that you can use to build agent-related reports based on data from Intelligent Workload Distribution (iWD).

Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

iWD folder and subfolders

This folder contains the following root folder and subfolders.

• iWD
• iWD > Age
• iWD > Agent
• iWD > Capture
• iWD > Classification
• iWD > Email
• iWD > Queue
• iWD > Service Objects
• iWD > Time

Folder: iWD

Introduced: 9.0.011.00

Description:

Metrics: % Finished % Finished Overdue Accept Time Avg Accept Time Avg Finish Time Avg Handle Time Avg Pre Source System Time Avg Source System Time Finish Time Finished Finished Overdue Handle Time New Pending Pending Overdue Pre Source System Time Source System Time

Attributes: Category Level 10 Category Level 3 Category Level 4 Category Level 5 Category Level 6 Category Level 7 Category Level 8 Category Level 9 Custom Dim Department Department Custom Dim Attribute 1 Department Custom Dim Attribute 2 Department Custom Dim Attribute 3 Department Custom Dim Attribute 4 Department Custom Dim Attribute 5 Media Type Process Process Custom Dim Attribute 2 Process Custom Dim Attribute 3 Process Custom Dim Attribute 4 Process Custom Dim Attribute 5 Process Custom Dim Attribute1 Solution Tenant Tenant Custom Dim Attribute 1 Tenant Custom Dim Attribute 2 Tenant Custom Dim Attribute 3 Tenant Custom Dim Attribute 4 Tenant Custom Dim Attribute 5

Folder: iWD > Age

Introduced: 9.0.013

Description: Objects in this folder enable the organization and measurement of agent data based on age.

Metrics: There are no metrics in this folder

Attributes: Age Range Department Process Solution

Folder: iWD > Agent

Introduced: 9.0.011.00

Description: Objects in this folder enable the organization and measurement of agent data based on high-level characteristics of agent interactions.

Metrics: Accepted Avg Handle Time Handle Time Max Handle Time Max Handle Time (Fmt) Min Handle Time Min Handle Time (Fmt)

Attributes: Custom Dim Department Employee ID Interaction Subtype Interaction Type Process Queue Result Code Solution

Folder: iWD > Capture

Introduced: 9.0.011.00

Description: The root folder for capture-related subfolders and their components.

Metrics: % Finished % Finished Overdue Accept Time Avg Accept Time Avg Finish Time Avg Handle Time Avg Pre Source System Time Avg Source System Time Finish Time Finished Finished Overdue Handle Time New Pending Pending Overdue Pre Source System Time Source System Time

Attributes: Business Value Range Business Value Range 10 Business Value Range 100 Business Value Range 1000 Business Value Range 5 Business Value Range 50 Business Value Range 500 Capture Point Custom Dim Department Process Solution

Folder: iWD > Classification

Introduced: 9.0.011.00

Description: The root folder for classification-related subfolders and their components.

Metrics: % Finished % Finished Overdue Accept Time Avg Accept Time Avg Finish Time Avg Handle Time Avg Pre Source System Time Avg Source System Time Finish Time Finished Finished Overdue Handle Time New Pending Pending Overdue Pre Source System Time Source System Time

Attributes: Category Custom Dim Customer Segment Department Media Channel Process Product Product Subtype Solution Source Process Source Process Subtype Source Tenant

Folder: iWD > Email

Introduced: 9.0.019

Description: Objects in this folder enable the organization and measurement of email data.

Metrics: % Sent QA Review Agent Reply Agent Reply QA Review Agent Reply without QA Review Automated Reply Completed New Other Pending Sent Sent ACK Sent QA Review Sent without ACK Sent without QA Review Standard Response Unsolicited Unsolicited QA Review Unsolicited without QA Review

Attributes: QA Review Disposition Code

Folder: iWD > Queue

Introduced: 9.0.011.00

Description: The root folder for queue-related subfolders and their components.

Metrics: % Finished % Finished Overdue Accept Time Avg Accept Time Avg Finish Time Avg Handle Time Avg Pre Source System Time Avg Source System Time Entered Exited Finish Time Finished Finished Overdue Handle Time New Pending Pending Overdue Pre Source System Time Source System Time Tasks on Cancel Queue Tasks on Captured Queue Tasks on Completed Queue Tasks on Delivery Attempt Hold Queue Tasks on Delivery Window Hold Queue Tasks on Error Held Queue Tasks on Force Route Hold Queue Tasks on Force Route Queued Hold Tasks on Hold Queue Tasks on New Queue Tasks on Non Routable Queue Tasks on Post Processing Queue Tasks on Queued Queue Tasks on Rejected Queue Tasks on Restricted Delivery Queue Tasks on Submitted Queue Tasks on Transfer Queue

Attributes: Custom Dim Department Priority Range Process Queue Solution

Folder: iWD > Service Objects

Introduced: 9.0.011.00

Description: The root folder for common service objects. Many reports use one or more attributes from this folder. All reports use at least one attribute from this folder.

Metrics: Duration Extracted Events Amount

Attributes: Batch ID Batch Last Event ID Capture ID Component Customer ID Data Source Name Data Source Type Employee ID ETL Audit Key Finish Time First Extracted Event ID Interaction ID Job Type Last Employee ID Last Extracted Event ID Last Interval Date Key Last Interval Time Key Process Name Source Tenant Start Time Status Subversion Tenant Version

Folder: iWD > Time

Introduced: 9.0.011.00

Description: The root folder for time-related objects. All objects in this folder enable the organization and filtering of data based on a range of time.

Metrics: There are no metrics in this folder

Attributes: 15 Minutes Date Date Range Date Time Key DAY Day Hour Month Month Year Ago Month Year Next Quarter Service Date Time Key Start Date Time Key Week Year

Reports built primarily from the objects in the iWD folder and subfolders

• Capture Point Business Value Report
• Capture Point Dashboard
• Capture Point Task Duration Report
• Customer Segment Service Level Dashboard
• Customer Segment Service Level Report
• ETL Audit Dashboard
• Inbound Intraday Email Process Report
• Intraday Process Report
• Intraday Process Dashboard
• Outbound Email Report
• Queue Duration and Priority Dashboard
• Queue Priority Range Report
• Queue Throughput Report
• Queue Task Duration Report
• Resource Performance Report
• Resource Performance Dashboard
• Task Age Dashboard
• Task Age Report
• Task Detail Report
• Task Work Detail Report

For more information about iWD reports, see the Genesys CX Insights 9.0 User's Guide.