EE32 - Titles and Canonical Info

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Important
This information is shared by EE32 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 Agent Desktop Screen Recording

Record Agent Desktop Screens

Workforce Engagement

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform Challenge: You need visibility of activity on the agent desktop in order to understand:

  • why certain types of calls or other types of media interactions take longer to handle that others
  • workflow - identify when issues are related to agent problems or to system issues
  • handling of multiple overlapping interactions
  • agent access to unauthorized activity

Platform Solution: Genesys screen recording of agent desktop activity allows you capture the desktop recording at the same time as the recording for all available recorded communication channels. Increase contact center quality, improve efficiency of handling interactions and reduce compliance risks.

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 Agent Competency Use recordings of agent desktop activity along with recordings of calls, chat, email and SMS to identify training and coaching opportunities.
Improved Insights and Visibility Use recordings of agent desktop activity for visibility of system performance issues and navigation between applications that impact the flow and optimal handling of interactions.
Improved Net Promoter Score Use recordings of agent desktop activity to improve efficient and accurate response to customer contacts across all of your communication channels

High Level Flow


High Level Flow Steps

  1. Customer makes contact on one of the available interaction channels
  2. The recording begins and if there is a matching policy, recording is started and retained.
  3. Agent may pause/resume recording
  4. Conversation ends and streams are synchronized
  5. Retained recordings are stored.
  6. Supervisor is able to search for/locate interaction recording and play the interaction recording along with the screen recording of desktop activity

Data Sheet Image

EE32 - Genesys Agent Desktop Screen Recording (2).png

Canonical Sales Content

Personas

  • Head of Contact Center(s)
  • Head of Customer Experience
  • IT Administrator


Qualifying Questions

  1. How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
  2. How do you assess why some agents take longer to handle customer interactions than others?
  3. Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?
  4. Are there any concerns about agents accessing unauthorized information while handling interactions?

Pain Points (Business Context)

This use case will be retired and replaced by WE01 (Quality Assurance and Compliance) in Q2.

  • Inability to record agent desktop screens for all available media types
  • High Total Cost of Ownership (TCO) for recording
  • Desire to move away from incumbent recording vendor
  • Current recording solution doesn’t support recording calls as well as digital channels
  • Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels

Desired State - How to Fix It

  • Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
  • Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls along with agent desktop screen activity
  • Record all of your available customer digital channels along with agent desktop screen activity


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