EE30 - Titles and Canonical Info

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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:

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


Canonical Information

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

EE30 - genesys selective recording - header (2).jpg

Canonical Sales Content

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.


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