Genesys Cloud CX

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  • 1.  Routing of Work item to Agents.

    Posted 05-22-2022 06:36
    Hi Team,

    Do anyone knows of any way to route 3rd party work items/messages route to agents , something similar to iWD in Genesys Engage.
    Any help would be appreciated.



    Samrat Som
    Genesys - Employees

  • 2.  RE: Routing of Work item to Agents.

    Posted 05-22-2022 10:42
    You have to use Email with a screen pop at the moment.  The idea of Work Items is in the works with a beta of the unattended API, but the full Work Item feature with an agent UI, Supervisor UI, and Analytics will not be out until the end of the year.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Routing of Work item to Agents.

    Posted 05-23-2022 04:38

    Hi Guys. You can go have a look at the Roadmap:

    Under Inbound you can see they are working on this at the moment. :)

    Dewald Smit
    Altron Systems Integration a Division of Altron TMT (Pty) Ltd

  • 4.  RE: Routing of Work item to Agents.

    Posted 05-23-2022 08:12
    Thanks Robert and Dewald - I just wanted to confirm - we are indeed working to deliver workitem routing to Genesys Cloud this year and Robert's comments about unattended workitem support being available in beta is accurate.  We're actively working on getting our API support completed to route workitems to agents and then will work to layer in agent and supervisor UI support past that.  I'd like to level-set up front.  We are not rebuilding iWD (which can make coffee at 2pm each afternoon with just the right amount of milk to keep you happy!) but we are looking at developing workbin support, a business rules engine, and will enable the triggering of events to help drive business logic.  We'll continue to building out workitem routing and will look to close the ground with iWD - but that is a steep hill to climb!!!

    In the mean time, our 3rd party email or chat solution may be a good way to get off the ground.

    Thanks and we look forward to delivering workitems later this year.


    Chris Bohlin
    Product Manager - PureCloud