Contents
iWD Task Data Model
iWD supports a well-defined data model that allows task data within iWD to be mapped to the data model of the source system(s) with which iWD integrates. The purpose of the iWD task data model is to provide a way to unify disparate data models that may exist across multiple source systems and provide a common way to understand the data as it will appear in iWD business rules and iWD management views and reports. To accomplish this, iWD’s data model separates task data into three types of attributes:
- Core attributes
- Extended attributes
- Custom attributes
Core attributes
Core attributes are used to describe the fundamental elements of a task in iWD. Generally, the value of each attribute is either set automatically by iWD through business rules, or provided by the source system through the capture point interface. (It is possible, however, to set and/or update attribute values in other ways such as directly from an employee desktop application, or from a Genesys routing strategy.) Table 1 lists the iWD core task attributes. The Direction column specifies In/Out when the attribute can be both set as part of a Submit Task or Update Task message or Out when the attribute cannot be set or updated directly in a capture point message, but is returned by the capture point when the source system issues a Get Task Info request.
| Core Task Attribute | Direction |
|---|---|
| Activation Date/Time | In/Out |
| Assigned Date/Time | Out |
| Assigned to User | Out |
| Business Calendar ID | Out |
| Business Value | In/Out |
| Capture ID | In/Out |
| Category | In/Out |
| Channel | In/Out |
| Completed Date/Time | Out |
| Created Date/Time | In/Out |
| Department ID | Out |
| Due Date/Time | In/Out |
| Expiration Date/Time | In/Out |
| Held Date/Time | Out |
| Interaction ID | Out |
| Media Type Channel | In/Out |
| Priority | In/Out |
| Process ID | In/Out |
| Queue | Out |
| Queue Target | Out |
| Queue Type | Out |
| Reprioritize Date/Time | Out |
| Solution ID | Out |
| Status | Out |
| Tenant ID | Out |
Extended attributes
Extended attributes provide additional context about a task and can aid in customizing current-day and historical reporting. For example, use of several capture dates allows an organization to measure performance against the date and time at which work item was received by the source system or was submitted by the customer via a web form. The table below lists the iWD extended task attributes.
| Extended attribute | Direction |
|---|---|
| Customer ID | In/Out |
| Customer Segment | In/Out |
| Product Type | In/Out |
| Product Subtype | In/Out |
| Requested Agent | In/Out |
| Requested Agent GroupExample | In/Out |
| Requested Place Group | In/Out |
| Requested Skill | In/Out |
| Result Code | In/Out |
| Source Created Date/Time | In/Out |
| Source Due Date/Time | In/Out |
| Source First Created Date/Time | In/Out |
| Source Process Type | In/Out |
| Source Process Subtype | In/Out |
| Source Tenant | In/Out |
Custom attributes
Custom attributes enable you to customize additional task details. Custom attributes are key-value pairs that are generally provided by the source system. For example, a web form collecting data for an enterprise source system can contain several fields that might not be mapped to a core or extended attribute. Instead, they can be mapped to custom attributes. Custom attributes can be used in reporting, even as dimensions in the iWD Data Mart schema. As part of the planning process for an iWD deployment, the various data elements from the source systems must be mapped to the corresponding task attributes in iWD. In general, core and extended attributes are preferred over custom attributes, since the core and extended attributes are well supported for business rules, task management, and reporting, without any additional configuration.
Further Reading
- Working with Task Attributes and Properties in the iWD Deployment Guide contains detailed reference, mapping and configuration information for working with iWD task attributes and properties.