Services

Services implement actual iWD functionality, such as capturing tasks or loading data into the Data Mart. iWD Services are classified as Core Services, Capture Points, or Reporting Services.

Core iWD Services 

Core iWD services are mandatory in any iWD solution and enable the core iWD functionality:

Capture Points 

Capture points represent an interface for feeding tasks to iWD. A number of different capture points are available, such as the following:

In previous releases of iWD, at least one capture point had to be configured for an iWD Solution. In 8.0 that is not necessarily true, because tasks can be captured from other sources as well, such as Genesys E-mail.

Reporting 

The Statistics Adapter Service allows performance of custom aggregations on data and sends the resulting statistics to Genesys Stat Server. Statistics then can be viewed in CCPulse+ or any other Stat Server client.

Historical reporting is enabled by a number of ETL jobs that transform and load iWD runtime data into a separate reporting database that is called the iWD Data Mart. The iWD Data Mart essentially is a set of star schemas that contain historical iWD data that is optimized for reporting. The ETL jobs are set up as scheduled services in iWD. Refer to the iWD Data Mart Reference Guide for more information.