View table: SMART_DataSheetFlow
Table structure:
- Step - String
- Flow - Wikitext
This table has 563 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. |