EE18 - Titles and Canonical Info
Contents
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 Performance-based Routing |
Optimize interaction routing on employee performance |
Employee Engagement |
Workforce Engagement |
No draft |
Not published |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Companies strive to connect their customers with the best qualified agent to drive business outcomes. But defining each agent’s proficiency across different skill sets is a moving target — making your routing less than optimal.
Platform Solution: Accurately define agent still profiles using knowledges assessment results, then connect your customer to the best agent to meet their needs.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results
High Level Flow
Info needed
Data Sheet Image
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Canonical Sales Content
Personas
- Contact Center Supervisor / Manager
- Head of Customer Service
- Head of Sales
Qualifying Questions
- Tell me about your transfer rates in your contact center?
- Share your thoughts about the consistency of service your customers experience?
- How is your performance with First Contact Resolution?
Pain Points (Business Context)
Desired State - How to Fix It