EE30 - Titles and Canonical Info

Important

This information is shared by EE30 use cases across all offerings.

Administration Dashboard

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

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Selective Recording	Deliver selective recording of your agents based on metadata for review purposes	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises	Edit

Canonical Information

  Edit  

Platform Challenge and Solution

Platform Challenge: You need selective recording of agents for review purposes based on metadata such as percentage-based, business-unit based, and customer type-based interactions. Without this, you can’t monitor and improve team performance.

Platform Solution: With Genesys Selective Recording, you can define recording rules to capture the interactions that matter most to you.

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	Improve the customer experience with targeted analysis of segmented recordings.
Reduced Administration Costs	Reduce systems administration requirements through targeted interaction recordings.
Reduced Deployment Costs	Lower deployment costs with a smaller hardware footprint and reduced storage requirements.

High Level Flow

High Level Flow Steps

1. A customer calls in
2. The IVR announces that the call will be recorded
3. The selective recording metadata triggers are met
4. The recording begins
5. THe conversation ends
6. The recording is stored
7. Later on the recording is searched for
8. The recording is listened to
9. The recording is archived/purged

Data Sheet Image

Canonical Sales Content

  Edit  

Personas

• Contact Center Supervisor / Manager
• Head of Contact Center(s)
• Head of Customer Experience

Qualifying Questions

1. What are your needs for recording specific segments of the business?
2. What are the criteria for the interaction types to be recorded?

Pain Points (Business Context)

• A need to monitor team performance.
• Need to guard your customer experience.

Desired State - How to Fix It

• Define recording rules to capture the interactions needed to address the concern.