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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

This page was last edited on November 26, 2018, at 21:59.
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