View table: SMART_DataSheetFlow

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Table structure:

  • Step - String
  • Flow - Wikitext

This table has 569 rows altogether.

Page Step Flow
BO02-Email/Canonical Continuous monitoring of resource availability
BO02-Email/Canonical Distribute to most skilled resource and available resource
BO02-Email/Canonical Key attributes applied to tasks for classification (Genesys Multicloud CX only) and prioritization rules
BO02-Email/Canonical Prioritize Tasks in Universal queue
BO03/Canonical Due date monitored across workbin and employee , auto-escalation occurs if in danger of breach​
BO03/Canonical Employee handles task in source system within Genesys unified desktop
BO03/Canonical Group employee pulls next task from workbin
BO03/Canonical If resource for a given task is a resource group, then Genesys routes to applicable work bin
BO03/Canonical Tasks are captured from source systems and passed to Genesys with key attributes​
BO04/Canonical Genesys consumes captured tasks, and applies key attributes
BO04/Canonical Ready to use key attributes to apply classification and prioritization rules
BO04/Canonical Source Systems identified and key attributes defined and related to Genesys
BO04/Canonical Tasks are captured from source systems and passed to Genesys with key attributes
BO06/Canonical A customer decides to interact with your Business​
BO06/Canonical An agent becomes available and answers the best matched customer​
BO06/Canonical Predictive Routing is used to rank the next best agents and still meet your service levels
BO06/Canonical Predictive Routing is used to rank the targeted agents​
BO06/Canonical Target is expanded to include additional agent skills and proficiency levels​
BO06/Canonical The customer elects to speak with an agent​
BO06/Canonical The customer is queued for a highly skilled agent​
BO06/Canonical The reason for speaking with an agent is identified​
BO06/Canonical Unfortunately all agents are working on other customers inquiries​
BO11/Canonical A case is created either via a webform by the customer, a front-line agent on a customer call or via a backend system.
BO11/Canonical A customer/employee is browsing the company website, or a customer is calling Customer Service.
BO11/Canonical After the case starts, a new task is created and sent to a workgroup or an employee based on ACD properties such as skill, priority, etc.
BO11/Canonical An automated email is sent to the customer, based on the provided email address, to confirm the case is now created.
BO11/Canonical An employee picks up the work, where in their client application the Task form is shown, for the Advisor to provide all information needed to complete the task
BO11/Canonical If the employee can resolve the task, they will close the task and send an automated email to the customer. If the employee cannot resolve the task, they can escalate it to an individual expert or expert group. If the expert or expert group can resolve the task, it will be closed. Optionally it can be sent back to the employee for review. An automated email is sent to the customer.
CE01/Canonical A customer decides to call the company
CE01/Canonical Self-service options are presented
CE01/Canonical Target is expanded to include additional agent skills
CE01/Canonical The customer elects to speak to an agent
CE01/Canonical The customer is connected to a skilled agent who has full journey history
CE01/Canonical The customer is queued for a highly skilled agent
CE01/Canonical Wait time is long, so priority increases as customer waits
CE02/Canonical A customer decides to call the company
CE02/Canonical Announcements are played, and customer information is collected
CE02/Canonical Check availability of the last agent who served the customer
CE02/Canonical Customer hears Expected Wait Time, and/or personalized announcements
CE02/Canonical Customer hears updated Expected Wait Time
CE02/Canonical If previous agent is not available, expand primary target based on customer context
CE02/Canonical The customer is connected to a skilled agent who has journey history
CE02/Canonical Wait time is long, so customer is queued for a secondary target group
CE03/Canonical A customer decides to call the company
CE03/Canonical Customer chooses callback
CE03/Canonical Customer is connected to a skilled agent
CE03/Canonical Customer receives callback
CE03/Canonical Provide wait time and option for callback
CE03/Canonical Wait time is longer than the pre-defined threshold
CE04/Canonical A customer calls using Skype for Business
CE04/Canonical The customer is connected to an agent
CE04/Canonical The customer is queued for an agent through skilled based routing
CE04/Canonical The customer selects an agent from self-service
CE04/Canonical The queue targets are expanded andthe priority is escalated
CE05/Canonical Business rules drive special handling of contact
CE05/Canonical Business Rules trigger proactive contact with follow-up information
CE05/Canonical Contact given high priority, and distributed with full context
CE05/Canonical Customer attempts to contact a company multiple times
CE05/Canonical Customer makes yet another attempt
CE05/Canonical The customer issue is completely resolved
CE07/Canonical A customer calls your company
CE07/Canonical Agent answers knowing identification and verification already completed
CE07/Canonical Call continues in IVR or transferred to agent as needed
CE07/Canonical If matched, customer is asked to verify
CE07/Canonical The caller ID is checked against customer database for identification
CE08/Canonical Customer is told payment was successful
CE08/Canonical Customer needs to make a payment
CE08/Canonical Depending on card, IVR requests appropriate card details
CE08/Canonical IVR connects to Payment Gateway to make payment
CE08/Canonical IVR determines if customer is identified & verified
CE08/Canonical IVR requests credit card number
CE08/Canonical Whether already in IVR or with agent, call transferred to Payment Capture IVR
CE09/Canonical Customer agrees to upgrade
CE09/Canonical Customer calls
CE09/Canonical Customer is identified and verified
CE09/Canonical The IVR detects that the customer is eligible for an upgrade
CE09/Canonical The IVR plays a personalized menu for the customer asking if they are interested in the upgrade
CE09/Canonical Transferred to complete upgrade (whether via agent or via self-service IVR)
CE10/Canonical A text message is sent
CE10/Canonical Completes transaction ​ (via voice or transfer to agent if needed)
CE10/Canonical Customer accepts
CE10/Canonical Customer calls your company to update his address
CE10/Canonical Customer can enter new address
CE10/Canonical Customer clicks link in text and is brought to mobile webpage
CE10/Canonical In the IVR, the customer is asked if he is on a smartphone and would like to enter his address from there
CE11/Canonical Calls-to-action dependent on the channel used
CE11/Canonical Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied
CE11/Canonical Company makes first offer/promotion/contact to customer
CE11/Canonical Contact list provided by organization
CE11/Canonical Engagement or campaign strategy defined for new customer contact or outbound sales campaign
CE11/Canonical If no response, customer record included in next pass through contact list – Repeat multiple times
CE11/Canonical Strategy includes channels, pacing, escalation, time between contacts, and max contact attempts
CE12/Canonical Campaign created to send a proactive text message / email to customers
CE12/Canonical Can configure reply keywords to detect opt-out and help requests
CE12/Canonical Channel preferences, opt-outs, and suppressions have already been applied
CE12/Canonical Company sends text message / email to customer
CE12/Canonical Contact list provided by organization...
CE13/Canonical Calls-to-action dependent on the channel used
CE13/Canonical Campaign strategy defined for new automated outbound campaign...
CE13/Canonical Channel preferences of individual consumers and Do-Not-Contact suppression lists are applied.