BO03 - Titles and Canonical Info

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Important
This information is shared by BO03 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Task Distribution-Workgroup

Optimize tasks sent to workbins

Business Optimization

Digital

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need a better way to make work available to staff and manage tasks waiting to be handled.

Platform Solution: Make it easy for employees to see and select relevant work to make them more productive and enhance the employee and customer experience. Genesys Task Distribution - Workgroup places work into work bins so employees with certain skills can easily pick tasks to complete. Auto-escalation ensures service levels are met.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Customer Experience Constantly prioritize, monitor and, if needed, escalate tasks in work bins to meet service levels.
Improved Employee Utilization Apply business rules to consistently feed tasks to work bins to keep staff busy.
Improved First Contact Resolution Group tasks so employees that pick them are able to address the customer’s issue the first time.

High Level Flow

High Level Flow Steps

  1. Tasks are captured from source systems and passed to Genesys with key attributes​
  2. If resource for a given task is a resource group, then Genesys routes to applicable work bin
  3. Group employee pulls next task from workbin
  4. Employee handles task in source system within Genesys unified desktop
  5. Due date monitored across workbin and employee , auto-escalation occurs if in danger of breach​

Data Sheet Image

BO03.jpg

Canonical Sales Content

Personas

  • Head of Business Units
  • Head of Customer Experience
  • Head of Operations


Qualifying Questions

  1. Are you failing to deliver on customer promises?
  2. Do you have lack of visibility into operational performance?
  3. Do you have employees working in silos without resource sharing?

Pain Points (Business Context)

  • Unable to measure and report on employee utilization
  • Labor laws or business processes prevent direct distribution to agents
  • No visibility into work item queues and backlogs
  • Work items split across CRM, ERP, BPM and other enterprise systems
  • Employee’s cherry pick work
  • Unable to plan omni-channel resourcing to match peak online activity

Desired State - How to Fix It

  • Single global task list (both real-time and offline)
  • Real time and continuous prioritization of work
  • Automation of SLA Management
  • Consolidated Employee Desktop with full context of the work item inputs
  • Equitable distribution of work items across employee base
  • Insights into workforce skills and proficiency


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