View table: SMART_UseCase
Table structure:
- MintyDocsVersion - String
- MintyDocsProduct - String
- MintyDocsManual - String
- ID - String
- Title - String
- Offering - String
- UCOverview - Wikitext
- UCSummary - Wikitext
- Description - Wikitext
- PainPoints - Wikitext
- DesiredState - Wikitext
- BuyerPersonas - Wikitext
- QualifyingQuestions - Wikitext
- MaturityLevel - Wikitext
- SellableItems - List of String
- CloudAssumptionsAdditional - Wikitext
- PremiseAssumptionsAdditional - Wikitext
- CloudAssumptionsAdditional_Sales - Wikitext
- PremiseAssumptionsAdditional_Sales - Wikitext
- BusinessLogic - Wikitext
- DistributionLogic - Wikitext
- CustomerInterfaceRequirements - Wikitext
- AgentDeskRequirements - Wikitext
- OperationalRequirements - Wikitext
- RealTimeReporting - Wikitext
- HistoricalReporting - Wikitext
- GeneralAssumptions - Wikitext
- CustomerAssumptions - Wikitext
- RequiresAll - List of String
- RequiresOr - List of String
- Optional - List of String
- Exceptions - List of String
- Requires - List of String
- PremiseAssumptions - List of Text
- CloudAssumptions - List of Text
- Conditions - Text
- Video - String
- RelatedDocs - Wikitext
- DocVersion - String
This table has 118 rows altogether.
Page | MintyDocsVersion | MintyDocsProduct | MintyDocsManual | ID | Title | Offering | UCOverview | UCSummary | Description | PainPoints | DesiredState | BuyerPersonas | QualifyingQuestions | MaturityLevel | SellableItems | CloudAssumptionsAdditional | PremiseAssumptionsAdditional | CloudAssumptionsAdditional Sales | PremiseAssumptionsAdditional Sales | BusinessLogic | DistributionLogic | CustomerInterfaceRequirements | AgentDeskRequirements | OperationalRequirements | RealTimeReporting | HistoricalReporting | GeneralAssumptions | CustomerAssumptions | RequiresAll | RequiresOr | Optional | Exceptions | Requires | PremiseAssumptions | CloudAssumptions | Conditions | Video | RelatedDocs | DocVersion | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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UseCases/Current/GenesysCloud/BO01 | Current | Genesys Use Cases | GenesysCloud | BO01 | Genesys Work Automation | GenesysCloud | Routing work effectively into the contact center unlocks a multitude of business benefits that significantly impact customer experience and operational efficiency. It is challenging to balance and distribute high volumes of work items along with interactions, quickly, and in accordance to the underlying customer commitment or SLA. While many have invested in automation, these systems and applications focus on the process and not the employees who actually complete the processes. Here's a breakdown of the key value propositions: Unified View & Orchestration: Single Pane of Glass: By routing all work, including interactions and tasks, through a central platform, businesses gain a holistic view of customer journeys. This eliminates information silos and facilitates seamless handoffs, ensuring agents have a complete context for each interaction. End-to-End Journey Orchestration: Routing extends beyond initial contact, allowing for the orchestration of the entire customer journey. This enables automated routing of tasks based on specific needs, ensuring prompt resolution and a consistent experience across touchpoints. Enhanced Efficiency & Faster Resolution: Automation: Effective routing connects and automates tasks between agents and backend systems (e.g. CRM, ERPs), streamlining workflows and minimizing manual processes. This translates to faster resolution times for customer issues, improving overall satisfaction. End-to-End Observability & Management: Real-time visibility into the entire service process, facilitated by effective routing, enables proactive identification of bottlenecks. This allows for targeted interventions and resource allocation, optimizing agent utilization and reducing wait times. Proactive Planning & Improved Customer Experience: Accurate Forecasting & Scheduling: By analyzing historical data and routing patterns, businesses can accurately forecast workload and schedule agents accordingly. This proactive approach ensures adequate resources are available to meet customer demands, minimizing hold times and frustration. Eradicating Bottlenecks: Effective routing helps identify and eliminate bottlenecks throughout the customer journey. This proactive approach ensures a smooth and seamless experience for customers, preventing frustration and fostering positive brand perception.
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Genesys Work Automation is a modern, cloud native approach to workitem routing and process automation purpose built for Genesys Cloud. It is intended for work that originates from the contact center to be easily tracked, automated and forecasted for agents. Genesys Work Automation enables effective management and distribution of work items and high value leads in the contact center. This distribution occurs across multiple departments to the best-suited agent, based on business segmentation, resource skills, and availability. Genesys can receive and capture work from multiple source systems. The work item will be created and assigned to a pre-defined work type based on the business logic created. Tasks can be distributed to workbins where agents and supervisors can fetch tasks from there or can also be automatically assigned to an agent.
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Refer to Additional Documentation section for resources on configuring the business logic for this use case. | Refer to Additional Documentation section for resources on configuring the distribution logic for this use case. | This use case requires the Agent using the Agent UI with the Task List: | N/A | N/A |
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CE16 | v1.0.0 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/CE07 | Current | Genesys Use Cases | GenesysCloud | CE07 | GenesysCloud | Smart contact center software knows who’s calling. Genesys Cloud CX identifies customers based on their caller ID or prompts the customer for identifying information. This information is passed throughout the call flow for progressive identification and verification — so your customers don’t have to repeat themselves and your agents can start solving problems faster. |
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Consistent | Genesys Cloud CX 2 or greater | Capabilities Assumption:
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Parameters and Business Rules
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There is no applicable content for this section. | No applicable content for this section. | If Genesys Cloud CX transfers the call to an agent, the agent receives an indication whether the customer is:
If they are available in the back-end system, Genesys Cloud CX displays the customer's identifier and name. |
Due to the continuous evolution, the features available in Genesys Cloud CX rapidly change. See the Genesys Cloud CX Resource Center for latest features at http://help.mypurecloud.com. The following are examples of Genesys Cloud CX Historical and Real-time views that provide relevant insights:
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Same as real-time Reporting. |
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CE43 | N/A | 396472805 | V 1.0.2 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/CE08 | Current | Genesys Use Cases | GenesysCloud | CE08 | GenesysCloud | This functional use case enables companies to use Payment Capture capabilities to provide PCI PA-DSS certified payments out-of-the-box (PCI PA-DSS = Payment Card Industry - Payment Application Data Security Standard). Dynamic treatment is applied so that only relevant questions for the card are asked. The use case can be deployed in fully automated or agent-initiated mode. | Allows companies to add a PA-DSS certified payment capture IVR application to a call flow to capture payments quickly. The payment capture IVR application integrates with a third-party payment provider to complete the payment. The payment capture IVR application includes automatic card type detection. It also applies appropriate rules for collection and validation of the card data. Payments can be agent-assisted or fully automated. |
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Defined | Genesys Cloud CX 2 or greater | Capabilities Assumption:
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Parameters to be Passed to the Payment ApplicationThe payment capture IVR application requires the following parameters:
Configuration SettingsThe following parameters are configurable within the system:
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There is no applicable content for this section. | There is no applicable content for this section. | Use Genesys scripts to create an action to start a payment transfer. The scripts pass data for payment amount and other details that are required to complete the secure payment transaction. | Conversations for which an agent started a secure IVR Flow have a specific IVR segment on the conversation. The Interaction view shows this specific segment on the conversation. Conversations that involve a transfer from the IVR into the payment provider shows the payment provider's IVR as a separate IVR segment on the conversation. | Same as real-time Reporting |
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CE01 • CE07 | N/A | 484607951 | V 1.0.2 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/CE09 | Current | Genesys Use Cases | GenesysCloud | CE09 | GenesysCloud | IVRs have historically been designed to maximize the containment of callers to reduce staffing costs associated with increased call volume, often without a careful assessment of customer experience. This has led to deep and complex IVR menu trees that frustrate customers, create an undesirable customer experience, and result in high opt-out rates. IVR personalization addresses the following:
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Customers presented with personalized menus and messages are more likely to self-serve. This functional use case lists several types of personalization as follows:
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Defined | For additional personalization Genesys recommends this use case in conjunction with Genesys Customer Authentication (CE07) for PureConnect. PureConnect: Voice XML Interpreter • Intelligent Automation Omnichannel Self-Service • Intelligent Automation Omnichannel Self-Service - HA (Optional) • PureConnect: Secure Input IVR (Optional) • PureConnect: Speech Recognition Services (Optional) • PureConnect: MRCP ASR Feature License (Optional) • PureConnect: Interaction Speech Recognizer (ISR) (Optional) • Interaction Speech Rec Tier 1 - Base Language • Interaction Speech Rec Tier 1 - Additional Language • Interaction Speech Rec Tier 2 - Base Language • Interaction Speech Rec Tier 3 - Additional Language • PureConnect: Interaction Text-To-Speech (ITTS) (Optional) • ITTS Base Langage • ITTS Additional Language • PureConnect: Interaction Attendant Remote Data Query (Optional) • PureConnect: Secure Input IVR (Optional) | Capabilities Assumption:
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N/A | The personalized treatments use built-in variables or external variables. See the following table for an example list of variables. Personalized treatments are confirmed during design.Built-in Variables
Business RulesApply the Business rules to the variables using expression evaluation in a Switch action. The outcome of the business rule determines which personalized treatment applies. Business rules consist of logical calculations that are built as an expression. Examples include:
Multiple RulesCan add Multiple rules to the business logic for personalized routing so that many different personalized treatments can be handled within the same call flow. |
There is no applicable content for this section. | No applicable content for this section. | No applicable content for this section. | The Genesys solution provides reports to determine:
NOTE: This solution is not available until later in Q1. |
The Genesys solution provides reports to determine:
N.B. This will not be available until later in Q1. |
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CE43 | CE07 | 463028065 | V 1.0.0 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/CE11 | Current | Genesys Use Cases | GenesysCloud | CE11 | GenesysCloud | A company must make outbound calls to start contact with its customers which are based on specific business rules for sales, marketing, care, or collections. This use case describes the ability to configure and run outbound dialing campaigns – both automated and agent-assisted – based on customer-provided contact lists. Generating new business and up-selling existing customers is a critical part of any business. The challenges of Sales and marketing organizations include improving the efficiency of their team members increasing reach, contact rates, response rates, revenue, and complying with industry regulations. Sales and lead development reps are manually dialing customers and prospects for sales and marketing purposes, which are expensive and wastes time. Companies are managing communication channels in silos and don't have an integrated, multichannel outbound platform. All companies must follow industry regulations and manage for compliance risk. Improved Effectiveness / Higher Return on Investment
Happier Agents
Happier Legal Team
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The Genesys system supports both agent-assisted and automated outbound call campaigns in various dialing modes, including predictive, power, progressive, preview, and agentless. Companies tell Genesys which consumers they want to contact. Companies blend contact strategies and escalate outreach attempts from automated calls to agent-assisted. The system records delivery results for use in reports. A company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The contact lists include the appropriate contact details, such as contact name, contact phone number, and contact reason. The system records delivery results for use in reports. Sales and lead development reps are manually dialing customers and prospects for sales and marketing purposes, which are expensive and wastes time. Companies are managing communication in silos and don't have an integrated, outbound dialing campaign. All companies must follow industry regulations and manage for compliance risk. |
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Head of Customer Experience, Head of Sales Operations, Head of Business Units | Differentiated | Genesys Cloud CX 1 if only agent based outbound will be performed OR Genesys Cloud CX 2 or greater if agentless (IVR) outbound notification will be used. | N/A |
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BL1Contact RecordsThe admin loads the contacts in Genesys Cloud CX. Genesys does not configure the API calls from external systems to add contacts. A custom solution can do this work as a custom SOW at extra cost. Agentless CampaignsThe customer can configure their campaigns with various dialing modes, including Agentless (IVR). The customer or Genesys PS configures the dialing mode of a campaign before uploading the contact list. The admin or Genesys PS also configures any pre-recorded messages and IVR flows for automated outbound calls. Campaign SettingsThe customer admin or Genesys PS configures various campaign settings such as:
*More advanced scripts are part of the Genesys services catalog. Dialing Mode: Preview, Progressive, Power, Predictive, AgentlessA customer can choose to run outbound dialing campaigns using Preview, Progressive, Power, Predictive, or Agentless modes. Either the customer admin or Genesys PS configures the campaign. A customer can also designate specific contacts to always be dialed in Preview mode (Precise Dialing). Preview mode ensures that an agent is available when the specific customer answers. If Preview mode is used, customers can assign ownership to an agent so they will only those records. This is helpful by combining several individual campaigns into a single one. Answering Machine Detection (AMDCall analysis (CPD) that includes AMD detects whether an answering machine or a live person is answering the phone before connecting the call to an agent. A customer can also choose whether to disconnect, play a message, or send the call to an IVR flow when a call connects. A customer can also disable AMD for compliance reasons, or if the customer wants to have agents handle all connected calls to ensure that an agent is available when the customer answers. BL2DNC ListsDo Not Contact lists should include customers who have opted out of previous campaigns and a country-specific DNC list (if applicable). A customer can apply multiple DNC lists to a campaign. When a consumer opts out of a campaign, they should be added to the DNC list. Customers can also upload another DNC list or add an individual to an existing DNC list. These suppression lists can then be applied to future campaigns at the campaign level. DNC lists can also be outsourced to one of our integrated partners, DNC.com, or Gryphon Networks. They can manage their subscriptions to those services and customize several options including wireless and VoIP identification. For internal DNC lists, users can now set an expiration time/date for a DNC record. After this time, the system will ignore the entry and proceed with making an attempt. Our DNC.com integration features the ability to block restricted days such as state holidays as well as specific time of day restrictions. PersonalizationFor Agentless (IVR) campaigns, the content of the messaging can be personalized (TTS audio). |
DR1Agentless - Connect to Agent OptionAgentless option requires implementation of Inbound, please see the Use Case Interdependencies section. |
There is no applicable content for this section. |
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Use Genesys Cloud CX Performance dashboards and views for real-time reporting on active outbound campaigns. Use agents for outbound dialer campaigns and improve campaign performance.
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To improve performance of outbound campaigns, use Genesys Cloud CX reports to see past metrics and data for your dialer campaigns.
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CE43 | 407614711 | V 1.1.3 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/CE12 | Current | Genesys Use Cases | GenesysCloud | CE12 | GenesysCloud | Consumers want businesses to send them proactive notifications when that information is personalized, timely, and relevant. Automated notifications are an efficient, quick way to notify customers of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys, and much more. Many companies struggle with adding the SMS channel to their outbound notification strategy for marketing, care, or collections. This use case offers the ability to configure and execute outbound SMS / Email campaigns. | This use case illustrates how companies proactively send customers notifications using SMS or email for marketing, care, or collections purposes. The company can use its marketing, CRM, or collections system to generate contact lists to generate an SMS or email campaign. The lists can include the appropriate contact details, such as contact name, mobile phone number, email address and contact reason. The system records delivery results to feed into reports. Public APIs are useful to send a message based on a one-time event, recurring events, or trigger-based events without needing to build and maintain a traditional "blast" campaign.
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Chief Digital Officer, Head of Customer Experience, Head of Customer Service | Consistent | Agentless SMS and Email NotificationsCustomers typically use agentless SMS / Email notifications when triggering a message based on an event such as: purchase, scheduled appointment, two factor authorization, and so on. The customer must have an external system invoking the API call to send the message. These trigger-based notifications are not sent all at once. As such, trigger-based notifications do not use traditional outbound campaigns. However, they are included within interaction views and reporting. Standard SMS KeywordsStandard opt-out keywords include STOP and UNSUBSCRIBE and additional variations including: END, QUIT, CANCEL and STOPALL Standard help keywords include HELP and INFO. Standard opt-in keywords include START, YES and UNSTOP. SMS CampaignsContact List
Campaign
Email CampaignsContact List
Campaign
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There is no applicable content for this section. | N/A | N/A | Live messaging campaign information can be found on the Messaging Campaigns tab on the Campaign Management dashboard.
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Dialer Campaign Detailed Attempt History can be used to display the individual:
Further information about campaign results can be found by exporting the contact list such as:
Customers can have ultimate flexibility by using the Interactions View to show detailed results of a campaign, including applying filters and choosing data columns, and also export as .csv or .pdf. Note: This view is the only method available to see details when using the agentless API method of sending SMS messages. |
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UseCases/Current/GenesysCloud/CE16 | Current | Genesys Use Cases | GenesysCloud | CE16 | GenesysCloud | Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by automatically distributing emails to the best available agent based on content analysis and keywords, systemizing automatic acknowledgment, and automating responses. | A customer sends an email to a company email address. Genesys Cloud CX receives the email and triggers an inbound email flow. The inbound email's flow can automatically reply to the customer to set expectations, or the flow can search basic keywords determine the correct routing. Genesys Cloud CX routes the email to the queue that corresponds to the email's "to" address and the matching keywords. The email is then distributed to the best available agent based on the required skills. When an agent receives the email, the agent sends an email reply to the customer. Genesys Cloud CX tracks subsequent replies from the customer as part of the same conversation, assuming they come within a few days. In this way, Genesys Cloud CX routes the replies to the same agent. Organizations can configure ACD so that phone conversations can interrupt email conversations. This approach allows agents to maintain and hit service levels goals for voice while working on email during slower periods. Organizations can also optionally enhance Genesys Cloud CX so that a supervisor or quality evaluator can review outgoing emails from agents. This enhancement provides management visibility into the email interaction channel and enables further process improvements. |
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Chief Digital Officer, Head of Customer Experience, Head of Customer Service | Consistent | N/A | Capabilities Assumption:
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N/A | In the logical flows in the previous sections, there are various process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.Capturing of Incoming EmailsIn step 2 of the business flow, emails are delivered to Genesys Cloud CX. The following configuration options are available:
Note: Genesys Cloud CX does not allow an organization to use their own email platform. However, an organization could forward email from their corporate mail platform to an email address that is registered with Genesys Cloud CX. The downside of this approach is that the email responses from the agent to the customer include a different email address in the email header. However, the email address in the Reply To field is correct. Quality ManagementEmail interactions are available for Quality Management just like all other media types. |
Additional Distribution FunctionalityThe additional distribution logic is:
Automatic RepliesIn step 5, the Genesys Cloud CX system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed. To prevent “pingpong” emails between mail servers, Genesys Cloud CX detects automated answers, such as auto-responses and auto-acknowledges. For example, it detects Out of the Office responses. Standard ResponsesThe agent can use canned responses to create email responses. Each organization creates and manages their own canned responses. Available Parameters Available for Configuration by CustomerThe following configurable parameters are used for the distribution logic:
An organization can configure the following parameter by the "to" Email Address (for example, Sales, Jobs, or Support) or by specific keywords:
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There is no applicable content for this section. | The following lists the minimum requirements for the agent desktop:
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Use Genesys Cloud CX Performance views and dashboards for real-time reporting on email routing. Analyze email routing metrics and data to better manage and plan agent time and queue email routing. The Agents Performance Summary View displays current and historical metrics and data about agent email interactions for the number of ACD emails routed to an agent, the total number of emails handled by an agent, emails that were transferred by an agent, and the total amount of time the agent spent handling email, for a time period. The data in this view and the Agents Performance Detail View can help with improving your routing of emails to agents. The Queues Performance Summary View and the Queues Performance Detail View display current and past metrics and data for queues that receive email. A queue configured to receive ACD routed emails displays the number of emails routed to a queue for agents, the average amount of time an email waited in a queue before an agent answered it, the number of email interactions handled by agents in the queue, emails handled by an agent in a queue and then transferred, and the total time and average time agents spent handling emails in the queue, for a time period. The data in these views can help in improving your routing of emails to queues. View in-progress and completed inbound email interactions in Interactions View. This view displays metrics and data for email interactions, including the language of the email, matching skills for the agent in the queue, and the number of emails sent by an agent including Reply All and Forward. Understanding this data can create a better customer experience with improved routing of emails. Search for the media type emails in the Skills Performance View to see statistics based on the skills and languages for interactions as they enter a queue. These statistics can help supervisors determine performance issues with a specific skill in one or multiple queues. The statistics can also help supervisors evaluate the effectiveness of their evaluation and routing methods. |
Run the Interactions Details Report for insights into email interactions. This report includes details on how long the email remained in a queue, the agent who handled the email, and the total duration to handle and wrap up the email interaction. Use this report to identify if email handle time is taking longer than average, to improve managing and planning for agent and queue email routing. View the Queue Wrap-up Summary Report to see the wrap-up codes that agents, grouped by queues, used most frequently. This helps to identify the email interactions on which agents spent most of their time. Analyzing the total number of emails and their duration, by queue, assists you in balancing the volume of email interactions, improving email routing. Better routing provides quicker responses to customer emails for faster resolution. |
An organization must configure the following things for Genesys Cloud CX to receive emails:
An organization must do the following things in order for Genesys Cloud CX to access requested emails:
Other assumptions include:
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UseCases/Current/GenesysCloud/CE18 | Current | Genesys Use Cases | GenesysCloud | CE18 | Genesys Chat Routing | GenesysCloud | The web chat channel is an invaluable tool for communicating and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys improves handle time, first contact resolution, agent utilization, and customer satisfaction. | The customer can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent, depending on the subject and the agent skill. The agent is provided with the customer context (requested subject). |
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Consistent | Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability. | The chat widget includes several settings. For more information on each option, see Web chat in the Genesys Cloud CX Developer Center.Standard responsesIn the response library window, the UI displays responses to the agent. The agent can search for responses using keywords. Standard responses are generated by the customer for specific scenarios or steps of the chat flow. Operational hoursOperational hours should be configured on the customer’s webpage. The chat initiation functionality should not appear to a customer outside business hours. Additional FunctionalityThe following lists additional functionality for the distribution logic:
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There is no applicable content for this section. | There is no applicable content for this section. | Genesys Cloud CX standard Analytics Views and Reports can report on "Chat." The following views are available for Web Chat:
These views can also show data specific by "Chat." Besides the various available views, Genesys Cloud CX also comes with a set of canned responses. |
See Real Time Reporting. |
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UseCases/Current/GenesysCloud/CE27 | Current | Genesys Use Cases | GenesysCloud | CE27 | GenesysCloud | A customer and a contact center agent are having a conversation over the phone or through a web messaging or web chat session. During the conversation, the ability to see and control the customer's browser through co-browsing functionality enables the agent to convey information more effectively and get the customer's issue resolved more quickly. | During a call or a web messaging or a chat session between a customer and an agent, the customer can initiate a co-browse session with the agent, so both the agent and the customer share the same instance of the browser. This session enables the agent to provide direct support to a customer trying to complete a request on the company's website. |
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Defined | No real-time co-browse data is available currently, this data will be added in a future release. |
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Co-browse with Web Messaging:
Co-browse with Voice and Chat:
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UseCases/Current/GenesysCloud/CE29 | Current | Genesys Use Cases | GenesysCloud | CE29 | Genesys SMS Routing | GenesysCloud | In today’s digital world, customers want a simple, convenient method of communication through their preferred channel at a time that meets their schedule. More often, customers choose asynchronous channels, such as SMS, for the convenience it provides. Using SMS, customers can avoid calling and waiting on hold for an available agent. SMS also allows customers to engage "on the go" without a dedicated mobile app. Also, because customers engage by SMS at faster rates than any other messaging channel, the organization can resolve issues more quickly. | A customer sends an SMS message to a company. The Genesys system receives the SMS message and routes it to the appropriate messaging flow for processing. The messaging flow allows customer to potentially perform a data dip that enriches the available data about the SMS conversation. Based on decisions made in the flow, the system eventually transfers that data to a queue. The system then queues the SMS message to the best available agent who has the skills that correspond with the skills requested in the flow. When an agent becomes available, the system routes the conversation to the agent by ACD, just like any other media type. The agent answers the message, reviews the message contents, and replies from within the Genesys Cloud CX interface. The agent can keep the message open and use SMS like a chat channel, or close the SMS message after replying. If the agent keeps the conversation open, the system immediately displays each customer response to the agent, using SMS messages as a chat channel. If the agent closes the conversation but the customer replies within 72 hours, the conversation reopens (after 72 hours, the system creates a new conversation) and routes to the last agent that handled the SMS. If that agent is unavailable, the system routes the message by ACD to the next available agent. After the conversation ends, it may pass to a Quality Evaluator, who scores the conversation. As part of the SMS messaging channels, supervisors can view SMS traffic in all the analytics dynamic views. |
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Consistent | There is no applicable content for this section. | There is no applicable content for this section. |
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Genesys Cloud CX comes with a set of real-time dashboards, views, and reports. These views and reports work across all channels including messaging, which also shows all SMS messages. This feature enables supervisors to gain insight on the SMS traffic that the system handles. The following list outlines some of the key views available to exposed analytics data:
Genesys Cloud CX continuously releases new capabilities. For additional information and details on newly released analytics features, see the release notes on the Resource Center at help.mypurecloud.com. |
See Above. | Each Genesys DC must purchase an SMS server to serve as the reverse proxy server for cloud customers. |
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UseCases/Current/GenesysCloud/CE31 | Current | Genesys Use Cases | GenesysCloud | CE31 | Genesys Blended AI Bots | GenesysCloud | The proliferation of digital channels leads to higher customer expectations and an increased number of interactions that companies deal with when servicing customers. Coupled with increased usage of Artificial Intelligence (AI) for business applications, this change results in organizations implementing chatbots that can interact with customers to automate tasks and assist their queries on digital channels such as web, mobile, social, SMS, and messaging apps. Chatbots can alleviate strain on contact center employees while improving the customer experience and controlling costs. Chatbots are always on and available, and can hand over to a live agent at any time where needed. While chatbots can also be used by employees and for business optimization purposes, the remainder of this document refers to omnichannel bots in the context of customer engagement. The primary benefits of chatbots are to increase self-service success, deflect interactions from the contact center, and improve the customer experience. Genesys chatbots unify and orchestrates self-service experiences using both native and third-party bots – powering exceptional customer and employee experiences. Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case focuses on deploying a bot on web chat, mobile chat, Facebook Messenger, Twitter Direct Message, Line Messaging, WhatsApp, or SMS. |
Genesys Chatbots supports native platform Dialog Engine Bot Flows and third-party platforms such as Amazon, Google etc. As each chatbot and third party has their own specific capabilities, this use case covers broadly available capabilities, for the most of to date latest references available, visit the Resource Center. The chatbot supports or orchestrates the following capabilities:
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Supported Genesys Chatbot channels for Genesys Cloud CX are web and mobile chat, Facebook Messenger, WhatsApp, Line Messaging, Twitter Direct Message, and SMS. |
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Head of Customer Experience, Head of Contact Center(s) | Differentiated |
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NLU:
BL1: Agent Handoff: The customer can ask to connect to an available agent. At that point, the chatbot disconnects and the chat transcript (excluding sensitive data) appears in the agent desktop. BL2: Survey: The customer can determine whether to address a survey or not. This survey can be based on:
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There is no applicable content for this section. | This use case expects the utilization of Genesys Cloud CX Widget to display the chats. | Chat transcript between customer and chatbot is populated in the chat interaction window in the agent desktop. | With Genesys Cloud CX, you can do flow reporting and use flow outcomes to report on chatbot intents. See the Flows Performance Summary view and use flow outcomes statistics to help you determine performance issues for specific chatbot flows, and gather data about self-service success. Use the chatbot flow data to improve outcomes. Use the Flows Performance Detail view to see a breakdown of metrics by interval for a specific chatbot flow, and to see how chatbot interactions enter and leave a chat flow. The Flow Outcomes Summary view displays statistics related to chats that enter Architect flows. These statistics can help you determine how well your chatbot flows serve customers and gather data about self-service success. |
We are working on providing more chatbot reporting in the future, including building your own chatbot reports. |
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CE18 • CE29 • CE34 | 398264777 | 1.4.0 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/CE34 | Current | Genesys Use Cases | GenesysCloud | CE34 | GenesysCloud | In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they require a synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies. Genesys messaging enables two-way conversations between consumers and businesses on familiar mobile devices. Genesys messaging provides a feature-rich, flexible, and convenient method of answering questions and solving problems all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that consumers and contact center agents can return to the conversation at any time with a full history. This use case enables businesses to handle messaging conversations with channels like Genesys Web Messaging, Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp in their Genesys contact center environment. Businesses must apply for approval with WhatsApp and get their use cases approved by WhatsApp to be part of the ecosystem. To increase successful self-service interactions, a chatbot used over these messaging channels can automate the conversation with the customer. This feature transfers the interaction to a contact center agent seamlessly if needed (outside the scope of this use case). When companies enable supported Genesys Messaging customer service channels within their Genesys environment, benefits can include:
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A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Twitter Direct Message, LINE, and WhatsApp. They do so by receiving offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. Genesys Web Messaging works similarly, with the consumer engaging the business directly through their website or mobile app where Messenger is deployed. These conversations route to a company's contact center through the Genesys Messaging service. A chatbot can automate the conversation (outside the scope of this use case) or a contact center agent can provide human assistance. These engagements become persistent and long-lived (asynchronous), but can be handled live (synchronously) when necessary. During the conversation, the agent can present rich messaging elements. These elements include images, URL links, emojis, and stickers. This feature makes it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction (such capabilities vary by channel). |
1. Inbound: Supports .png and .jpg; converts .gifs to .mp4 and removes them from the Agent view but can access via API. Outbound: Supports .png, .jpg, .gif. 2. Inbound: Supports .png, and .jpg; renders .gifs as non-animated .jpg files. Outbound: Supports .png, .jpg, .gif. 3. Inbound: Supports .png and .jpg; converts .gifs to .mp4 and removes them from the Agent view but can access via API. Outbound: Supports .png, and .jpg. Sends .gifs as a URL link. 4. Removes file attachments (for example, .pdf) from the Agent view, but can access via API. |
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Differentiated | Apple Business Chat Messaging App Connector (perpetual or subscription) • Workspace • CIM • CIM HA (Optional) • Genesys InfoMart (Optional) • Genesys InfoMart – HA (Optional) |
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Users should never receive unsolicited messages and must have control over the conversation.
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With each conversation:
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Use Genesys Cloud CX Performance views and dashboards for real-time reporting on Message interactions. Filter by Media Type to view Message analytics reporting on messaging channels. The Interactions view displays current and historical metrics and data about Message interactions for the conversation duration of the message, the queue the message was routed to, the agent that handled the message, the skills required for handling the message, a consult transfer, the total handle time, and the wrap-up code, for a time period. The data in this view and the View an interaction’s details view can assist you in improving first contact resolution and reducing handle time. The Agents Performance Summary view displays current and historical metrics and data about agent Message interactions for the number of messages handled, the average number of seconds an agent spent interacting on messages, the total amount of time an agent spent handling messages, the percent of messages transferred, for a period. The data in this view and the Agents Performance Detail view assists you in forecasting Message interactions and scheduling agents. The Queues Performance Summary view and the Queues Performance Detail view display current and past metrics and data for queues that receive Message interactions. A queue configured to receive Message interactions displays the total number of messages routed to a queue, the average time a message waited in a queue, the number of messages that were abandoned in a queue, the number of messages transferred by an agent, and the total time and average time agents spent handling messages in the queue, for a time period. The metrics in these views can assist you in balancing and managing agent workload for messaging channels. View real-time reporting on Message interactions that are in progress and waiting in the My Queues Activity view. The data in this view can help you improve workforce management for messaging.
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To report on messaging channnels in Genesys Cloud CX Reports, for the Media Type parameter, select Message. The following is an example of running a report for Message interactions. Run the Interaction Details report for one or more agents during a specific date and time range. The report includes the Message interactions associated with agents, the queue wait time, the duration of the message, and the wrap-up code. In addition to the interaction details, this report assists you in understanding the amount of time agents are spending on Message interactions. |
Web Messaging
Facebook Messenger
Twitter Direct Message
LINE
WhatsApp brand can try to channel-switch a consumer by sending them an opt-in message or offering them a Call-to-Action. These interactions count as an opt-in. Examples:
Other Assumptions End customers must have a supported application version installed as a mobile or desktop application, where applicable, or be logged into the Messaging channel provider's website with a supported web browser.
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WhatsApp
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UseCases/Current/GenesysCloud/CE37 | Current | Genesys Use Cases | GenesysCloud | CE37 | Genesys Predictive Chatbots | GenesysCloud | One of the biggest challenges for the modern business is learning to work with the data available in a way that is both meaningful and easy to act on. The data generated by a website often goes unexplored, and as a result you might overlook the intentions and reactions of individual customers and prospects. Focus is often placed on the broad strokes–key metrics like the number of conversions per month–and the ability to identify the potential customers who need engagement is lost. As a result, customers who might be on the verge of signing up for a trial, completing a checkout, searching for information regarding service or support, or any other desirable outcome, fall through the cracks. The high volume of website traffic makes it a challenge to identify the right individuals, best moments, and optimal ways to engage in real time. Expectations for time-to-respond are increasing but extending your staff is costly. Genesys Predictive Engagement uses machine learning to observe the progress of website visitors toward defined business outcomes –such as purchase completion or requesting a quote. Genesys Predictive Engagement enables the business to use real-time observations and predictions rather than static rules, to trigger intervention only at the points when it is needed most. For customers seeking service or support, a company’s website is often the first point of contact, even if it is only to find a phone number to call. But companies are challenged with making sense of and learning to use all the data generated by their website in a way that is both meaningful and easy to act on in real time. As a result, customers either end up calling into the contact center (an expensive support channel) or get frustrated with your business because they can’t find the help they need. Genesys Predictive Engagement prioritizes engagement with high value visitors and proactively offers chat to better utilize your staff and reduce your costs. Examples of how the customer experience can be optimized by using data, context, and website behavior for a predictive engagement:
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Understanding and using knowledge of online activities and behaviors can provide context to better handle a follow-up digital or voice interaction to help customers who are shopping, buying, using the company's products across the full customer life cycle. This engagement intelligence can also be used for converting service requests to sales opportunities for cross-sell or up-sell. Genesys uses artificial intelligence to observe and analyze the progress of website visitors toward defined outcomes – service requests, pending transactions, application status. The technology allows the business to engage with customers using dynamic observations and predictions rather than simple static rules- creating happier customers, smarter employees, and better outcomes. Companies have vast amounts of data within their CRM, marketing automation, contact centers and websites, and Genesys enables companies to unlock that data in real-time to engage customers proactively, eliminating the need for a voice call or contact without context. Genesys Predictive Engagement observes individual customer journeys on your company website and applies machine learning, dynamic (or audience) segmentation, and real-time outcome scoring to identify the right moments for proactive engagement with the right customer via chat, chatbot, or content offer. Predictive Engagement's real-time engagement sophistication increases customer satisfaction, improves conversion rate, and optimizes the use of agent resources for the highest value customers leading to improvement of key performance indicators like call deflection, average order value (AOV), first contact resolution, and conversion rates. |
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Chief Marketing Officer, Head of Customer Experience, Head of Sales Operations, Head of Marketing Operations, Head of Operations, Head of Customer Service | Differentiated | BL1 – Customer IdentificationThe system can use cookies to detect returning visitors and associate them with previous site visits. Identity information provided during the journey (such as email address or phone number) is captured after it is explicitly submitted from the web page and can identify the visitor even across devices. After the customer is identified, all tracking data collected is associated to that specific customer. All customer information collected is done in a GDPR-compliant fashion. BL2 – Segment and Outcome ConfigurationSegments are a way to categorize visitors on the website based on common behavior and attributes. Segments are configured upfront during system provisioning. A segment can be made up of one or both of these components:
Outcomes or goals are specific tasks you want your visitors to perform on your website. As with segments, they are configured upfront. Typical outcomes include:
Genesys uses predictive analytics to evaluate in real-time the probability for a specific outcome to be achieved, based on segment and visitor behavior on the website (the outcome score). BL3 – Action Map ConfigurationAction maps determine the way to engage with the website visitor. Within action maps, you define the triggers that result in an action to the customer. These triggers can be based on any combination of:
BL4 – Customer Invite and Registration WindowGenesys Widgets are used for:
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The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Predictive Engagement rules. |
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An admin can see the Live Now view of current visitors and live tracking information on the site. The views allow admins to make real-time operational decisions, for example, if a marketing campaign has gone live and drill into individual customer journeys. |
The visitor activity report provides trend analysis and a drill-down by device type. Reporting on segments matched and outcomes achieved. Action map performance of action types; web chat, content offers, and architect flow. It allows a funnel drill-down performance of the key stages which can identify resourcing requirements, queue issues,
Individual Drill-down External Contacts provides historical conversational data including chats triggered by Predictive Engagement on an individual customer level. Analytics Performance reporting is available on Genesys Cloud CX, it gives an in-depth look at individual queue and agent performance. There are three different types of reports: canned reports, customized reports, and raw data API feeds. |
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CE18 • CE31 | 499587183 | V 1.1.1 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/CE41 | Current | Genesys Use Cases | GenesysCloud | CE41 | Genesys Voicebots | GenesysCloud | Natural Language Understanding (NLU) allows customers to speak in their natural language without having to repeat specific keywords that may or may not align with the customer's intent. With the evolving functionality of artificial intelligence tools such as Alexa, Siri, and the like, customer begin to see these types of interactions as the norm. Contact centers are a natural progression into this world of virtual assistants. When a customer can speak naturally, the company can better understand the intent of a customer and then more quickly route the call to a highly skilled agent. Voicebot integration within Genesys Cloud CX enables customers to utilize NLU within inbound synchronous customer interaction flows. Voicebots can alleviate strain on contact center employees while improving the customer experience and controlling costs. Voicebots are always on and available, and can be handed over to an agent at any time needed. While Voicebots can also be used by employees and for business optimization purposes, the remainder of this document refers to omnichannel bots in the context of customer engagement. The primary benefits of bots are to increase self-service success, deflect interactions from the contact center, and improve the customer experience. Benefits typically include: |
Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case, however, focuses on deploying a bot on voice. During a call, the customer uses NLU to either easily get to an appropriate agent or obtain the information and assistance they need without engaging an agent. The voicebot supports or orchestrates the following capabilities:
Genesys bot orchestration enables customers to use a bot of their choice for the job. For example, Google Dialogflow has the highest alphanumeric recognition rates. Also:
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Head of Customer Experience, Head of Customer Service, Head of Contact Center(s) | Differentiated | N/A | BL1: Agent Handoff: The customer asks to connect to an available agent. At that point, the voicebot disconnects and the customer context data appears in the agent desktop. BL2: Retries: In the voicebot management interface, configure the number of retries for self-service tasks and questions. Configure the dialog to, upon maximum retries, present a message, or hand-off to an agent. Or through IVR configuration, offer a callback if the agent is busy or the request is outside business hours through IVR configuration. BL3: Response Type: Configure the interaction flows to accept natural language responses and closed responses such as account number, date of birth, and yes or no questions. This process means that customers can backtrack to a different point in the dialogue when required. For example, if a customer is midway through getting flight information and says, “actually just tell me where your nearest ticket counter is,” then voicebot informs the customer of the location of the nearest counter. Parameters influencing voicebot behaviorThis use case is supported across industry verticals. The basic features of voicebot business logic, such as personalization, are parameterized. Example parameters include: NLU
Agent Handoff
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There are three possible ways for the flow to end with a transfer to ACD after a voicebot:
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Architect is required. | There is no applicable content for this section. | There is no applicable content for this section. | Administrators and contact center managers use flow outcomes to gather data about self-service success. This information helps determine how well Architect flows service the customer interaction and includes:
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Dialog Engine Bot Flows
Third-Party Voice Bots
Amazon Lex
Google Dialogflow
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CE43 | 390961231 | 1.1.1 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/CE43 | Current | Genesys Use Cases | GenesysCloud | CE43 | GenesysCloud | Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time, and frustration from repeated customer interaction with your company. Advanced routing capabilities improve efficiency and reduce hold times by sending interactions to the right agent using skills-based routing, preferred agent routing, and in-queue callbacks. The easy-to-deploy routing application contains flexible business logic and configuration options required to direct calls to the best-fit agent based on the type of request and customer context. When companies enable call routing within their Genesys environments, benefits can include: | Creating a great experience for the customers and prospects that call into your contact center is paramount to creating long-lasting business relationships. The experience starts at the IVR, presenting callers with simple options to identify or self-serve to reduce their time on the phone. Caller data retrieved from the IVR allows the system to make the best routing decision. Use the ACD routing tools to look up the caller’s phone number or account number and personalize the messaging customers hear. Preferred agent routing directs callers to a single, or set, of scored agents selected ahead of other available agents. Pairing the best agent, or the agent who last spoke to the customer, with the customer reduces handle times and drive a positive customer experience. In case, there are not enough agents to respond to callers in a timely manner, Genesys Cloud CX automatically expands the pool of available agents to answer the call more quickly and present relevant content about the caller to an agent. Genesys Cloud CX can offer a callback option for customers to save their place in line until an agent becomes available and can call them back. Please also see the Callbacks overview. |
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Defined | CIM • CIM (HA) • Interaction Workspace • Genesys Infomart • Genesys Infomart - HA (optional) • Genesys Interactive Insights • SIP Interaction • SIP Interaction HA (optional) • SIP Business Continuity (Optional) • SIP Qualification & Parking • SIP Qualification and Parking HA (Optional) • GVP • GVP HA (optional) • ASR and TTS (Optional) • Conversation Manager • Intelligent Automation Omnichannel Self-Service (Optional • Intelligent Automation Omnichannel Self-Service - HA (Optional) | Capabilities Assumption:
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Using Architect, the Genesys Cloud CX flow builder, users can configure comprehensive call flows that are designed to route callers through the appropriate menus to connect them to the best agents available. Operational parameters allow you to configure routing logic such as target queues, skills assignments, interaction priority, and so on. Some parameters are only available at the DNIS or route point level. The use of operational parameters occurs either once at the beginning of the call (greeting message), or across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS or route point level (if no call routing has been activated) and at the level of the choice of a specific touch point.Parameters to Configure Service Level Announcements
Emergency Check
Estimated Wait Time (EWT) Announcements
Busy Treatment
Skill Model
Interaction Priority
Transfers
Parameters to Define Call Routing / DTMF MenusCustomers can configure up to four levels of DTMF menus, with a maximum of nine sub-options for each level. A caller's choice of DTMF menus and sub-options determines the service they need and the agent skill required to best meet that need. These DTMF levels and sub-options provide the greatest flexibility to adapt the use case to specific company requirements. However, to avoid a poor customer experience, we recommend that customers use the minimum number of levels and menu choices. Reporting ParametersCustomers use different combinations of reporting parameters to analyze the unique properties of each parameter group in reports. Reporting parameters include:
Audio ResourcesThe following audio resources are configurable by service line:
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The ACD evaluation method and routing method determine distribution logic. Configuration options include:
General Distribution Functionality
Routing Methods
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There is no applicable content for this section. | Context Data When a call gets distributed to an agent, the following data displays:
Call Outcome / Wrap-up Code After the call between the customer and agent has finished, an agent can apply a wrap-up code to capture the outcome of the call. Wrap-up codes could be used to capture a successful sale, identify a new lead, or even to collect a payment. |
For more information about the existing views which are offered by the Genesys Cloud CX Platform, see Reports, Views and Dashboards in the Genesys Cloud CX Resource Center. |
Genesys Cloud CX moved away from creating hard-coded historical reports in favor of the more dynamic performance views that can be created, saved, and exported on demand. For more information about these views, see Reports, Views and Dashboards in the Genesys Cloud CX Resource Center. | For basic call routing and personalization, any Genesys Cloud CX license suffices. For callback, the GC2 level or above applies. |
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CE07 | This use case is not supported in Cloud. | 443291013 | V 1.0.2 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/CE45 | Current | GenesysCloud | CE45 | Genesys Contact Center Orchestration | GenesysCloud | Contact Centers managers are interested in identifying the quality of their customer interactions, improving efficiency and ultimately, reducing unnecessary costs. This often means increasing the efficacy of self-service. The proliferation of channels that customers utilize in issue resolution has made it that much more difficult. Businesses require a way to tie their customers’ experiences together to effectively enable change. Genesys Contact Center Optimization not only creates a cohesive customer journey across channels, it allows the business to measure, analyze, and augment customer journeys rapidly to improve the customer experience.
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Genesys Contact Center Orchestration maximizes self-service capabilities within omnichannel service journeys, seamlessly integrating Human Assisted and Self-Service Contact Center channels. Service Journey analysis emphasizes enhancing internal efficiencies and elevating the customer experience. With over 82% of customers utilizing multiple Contact Center channels to resolve issues, and more than 70% of companies measuring First Contact Resolution (FCR) and Issue Resolution (IR) without cross-channel metrics, the need for comprehensive measurement is clear. Besides CSAT, FCR and IR are the leading metrics for assessing customer satisfaction in Contact Centers. | For journey analyzer and conversion analysis, Customer will require journey management for the contact center SKU and permission from their company’s administrator. There are two different types of roles for permissions. These are view only and edit related permissions. Channels & Events include: Voice
Bots Bot Events
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N/A | Conversion Analysis Conversion Analysis will be able to take advantage of your organizations Analytics Detail Events and native Genesys Cloud Bot Events. A user can view conversion rates from any starting point and along any path; highlighting customers that completed the event and those that dropped out.
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With Genesys Contact Center Optimization, you can get to the heart of your customer’s journey. Build customer journeys and visualize customer behavior in aggregate to uncover journeys resulting in self-service, error, agent escalation, transfer to an agent. Determine thresholds for each Contact Center metric you’d like to measure and be alerted when anomalies occur. Genesys is working on providing more customer journey reporting in the future, including instant previews, custom KPIs, and behavioral segmentation. Add pre-defined metrics to inform charts and track over time (Coming soon) Simplify root cause analysis with AI, revealing reasons for high and low performing customer journeys. (Coming Soon)
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Genesys Cloud includes performance views and dashboards that enable analysts to examine interaction data across time. We also have A3S, an expert application service, that can be used to explore and analyze historical contact center data. | N/A | For charts and conversion analysis, Customer will require Contact Center Optimization SKU and permission from their company’s administrator. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/EE31 | Current | Genesys Use Cases | GenesysCloud | EE31 | Genesys Agent Assist with Google Contact Center AI | GenesysCloud | A positive customer experience relies on the ability of the company or provider to answer a customer's request, provide excellent service, and deliver on the requested outcome. Contact centers are often the single point of contact for customers, and it is critical that agents properly and effectively handle these interactions. Agents must navigate knowledge and FAQs to find answers and resolve customer inquiries - which takes time that could be better spent on activities that improve customer service or sales outcome. With Agent Assist, companies can rely on the power of artificial intelligence (AI) to monitor and analyze the conversation and then deliver contextual, relevant information drawn from a knowledge base to provide relevant suggestions to the agent. The agent spends time assisting the customer based on the suggested results, rather than digging for information. To improve the knowledge base for future use, an agent may verify whether the suggestions that Genesys Agent Assist AI returns are relevant. Genesys offers Agent Assist as a native AI capability fully integrated into Genesys Cloud CX. Genesys also enables customers to use Google CCAI transcription and knowledge services for voice-based Agent Assist as an alternative. |
During a call or digital interaction between a customer and an agent, to assist the agent, Genesys Cloud Agent Assist presents relevant, real-time suggestions to the agent in their desktop. Agent assist provides contextually relevant knowledge suggestions, such as answers to frequently asked questions to the agent in real time. The knowledge empowers the agent, provides the right information at the right time, and enables the agent to provide better support to a end-customer. |
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Head of Customer Experience, Head of Contact Center(s), Chief Information Officer | Differentiated | Must be an Engage Cloud customer with English (US-En) speaking agents deployed in North American region. Must be willing to provide a reference. Must be using Engage Cloud IVR, Designer 9 and WWE 9. |
Not available for premise at this time. | BL1: Review knowledge: The agent performs a high-level assessment to ensure the information returned from Agent Assist is appropriate and relevant to the current conversation. BL2: Leverage knowledge: The agent communicates relevant information to the end-customer, or they use the information to perform the required "back-end" actions to resolve the customer issue. BL3: Rate knowledge: Agent assist may provide an agent with multiple pieces of information during the interaction. Agents should rate the information using the thumbs up / thumbs down buttons to verify as relevant or irrelevant. BL4: Resolve issue or continue conversation: If the end-customer issue is not adequately resolved, the agent continues the conversation with the end-customer to trigger Agent Assist to surface additional information. If Agent Assist is unable to provide appropriate information to resolve the end-customers issue, Agents should follow their corporate escalation policy to ensure that expectations are fulfilled. |
Since the end-customer is already speaking with an agent in real time, any subsequent call steering is likely to be manually directed by the agent. | There is no applicable content for this section. | The knowledge dashboard for Genesys Agent Assist gives overview about knowledge base article activities. Genesys Agent Assist metrics and reporting provides insight about presented, opened and copied articles. For more information, see https://rcstaging.wpengine.com/?p=280180 | In the knowledge optimizer dashboard, you can analyze the effectiveness of your knowledge base. In this view, you can see the following metrics:
see https://help.mypurecloud.com/articles/knowledge-optimizer-overview/ |
Customers and/or Genesys Professional Services are responsible for managing and uploading their own knowledge base content into Genesys Knowledge Workbench to be used by Agent Assist. | CE01 • CE34 | CE31 • CE41 • EE31 | v 2.0.0 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/EE32 | Current | GenesysCloud | EE32 | Genesys Agent Copilot | GenesysCloud | Positive customer experiences can only happen when agents can answer a customer's request, provide empathetic, personalized service, and deliver on the requested outcome. In many contact centers, agents must navigate multiple processes and tools to look up knowledge and FAQs to find answers and resolve customer inquiries which takes time, leaves customers sitting on hold, and causes high average handle time and long waits. With Agent Copilot, companies can leverage the power of artificial intelligence (AI) to support agents as they serve customers digitally, or on the phone. Genesys Cloud Agent Copilot determines customer intent, automatically surfaces relevant knowledge, and guides agents to their next best actions – such as what to say next, what workflow to kick off, how to follow up, and more. It then summarizes interactions by generating text and predicts wrap-up codes. Agents spend time personalizing the assistance they offer each customer, and providing superior answers based on suggested results, rather than digging for information and writing call notes. It is possible to create rules based on events like starting an interaction, ending a conversation, or transferring it to another queue or agent. When an event like this happens, it will be possible to configure the appearance of an article from the knowledge base, triggering a script or a canned response. Agent Copilot also allows to train a NLU model that detects Intents based on utterance. The detection of these intents will allow the user get an article from the knowledge base, triggering a script or a canned response, as with the events described above. After the completion of the conversation between the agent and the user, a summary of the conversation is generated. This summary can be reviewed, modified, copied and pasted as part of the notes of the interaction. Genesys offers Agent Copilot as a native AI capability fully integrated into Genesys Cloud CX.
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During customer interactions, Genesys Cloud Agent Copilot assists agents by presenting relevant, next best actions to the agent in their workspace. Agent Copilot understands customers’ intents and provides agents with relevant answer highlighted knowledge, canned responses, and scripts. When agents move to after call work, Genesys Cloud AI creates an interaction summary and predicts wrap codes. |
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Head of Customer Experience, Head of Contact Center(s), Chief Information Officer | Differentiated | Must be an Engage Cloud customer with English (US-En) speaking agents deployed in North American region. Must be willing to provide a reference. Must be using Engage Cloud IVR, Designer 9 and WWE 9. |
Not available for premise at this time. | BL1: Review knowledge: The agent performs a high-level assessment to ensure the information returned from Agent AssistAgent Copilot is appropriate and relevant to the current conversation. BL2: Leverage suggestion: The agent communicates relevant information to the end-customer, or they use the information to perform the required "back-end" actions to resolve the customer issue. BL3: Rate suggestions: Agent Copilot may provide an agent with multiple pieces of information during the interaction. Agents should rate the information using the thumbs up / thumbs down buttons to verify as relevant or irrelevant. BL4: Resolve issue or continue conversation: If the end-customer issue is not adequately resolved, the agent continues the conversation with the end-customer to trigger Agent Copilot to surface additional information. If Agent Copilot is unable to provide appropriate information to resolve the end-customers issue, Agents should follow their corporate escalation policy to ensure that expectations are fulfilled. BL5: End Coversation: Agent reviews the AI generated note and Wrap Up Codes. Agent selects the wrap up code from the AI suggested or finds the appropriate code.
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Since the end-customer is already speaking with an agent in real time, any subsequent call steering is likely to be manually directed by the agent. | N/A | The Agent Copilot Performance dashboard for Genesys Agent Copilot gives overview about knowledge base article activities. Genesys Agent Copilot metrics and reporting provides insight about presented, opened and copied articles. For more information, see https://rcstaging.wpengine.com/?p=280180 | In the knowledge optimizer dashboard, you can analyze the effectiveness of your knowledge base. In this view, you can see the following metrics:
see https://help.mypurecloud.com/articles/knowledge-optimizer-overview/ |
Customers and/or Genesys Professional Services are responsible for managing the Copilot NLU, rules engine and uploading their own knowledge base content into Genesys Knowledge Workbench to be used by Agent Copilot. | Customer needs to provide a KB or the articles that will be the elements of the Knowledge Base. |
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UseCases/Current/GenesysCloud/OP01 | Current | Genesys Use Cases | GenesysCloud | OP01 | Genesys Business Communications | GenesysCloud | Companies want to reduce complexity, simplify administration, improve efficiency, and reduce total cost of ownership. They need a single platform that empowers both contact center and business users. The combination of customer experience management and business communications gives customers a unified all-in-one solution. Companies no longer want to deal with multiple cobbled-together communications solutions. These solutions require more resources to deploy and maintain, increase cost of ownership, and leave the business constantly context-switching without a good way to collaborate across teams and business units. Customers and employees are too important to just maintain the status quo. With a unified platform, enterprises smartly connect departments, workgroups, contact centers, branch offices, and remote and mobile workers. The unified platform combines a contact center solution with traditional business telephony functionality, speech-enabled auto-attendant, and real-time collaboration features. For example, video conference, screen share, dynamic team chat, presence management, corporate directory, and document management. In keeping with multi-modality requirements, companies must equip their employees, especially sales force and field organizations, with mobility-based applications that give them the same functionality as their in-office counterparts. This functionality includes a company-wide directory with real-time presence and geolocation indicators, call controls and voicemail, find-me/follow-me, video and voice conferencing, ad hoc call recording, and unified messaging. Employees must also have access to contacts and communications from anywhere, on any device—including native mobile applications. Selecting a unified platform that supports traditional and digital communication capabilities can bridge the gap between the contact center and the rest of the business, and become a competitive advantage. |
This use case offers basic PBX functionality, together with rich collaboration features. Features include:
This complete functionality is built into the Genesys Cloud CX Communicate license, available as low as $19.99 per user per month (with annual prepay). Genesys Cloud CX Communicate complements the contact center sales: lead with contact center and evaluate back-office opportunity for business users. |
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Consistent | There is no applicable content. | An ACD agent connects to a PBX user (e.g., Subject Matter Expert/SME). The PBX user/SME can be a remote agent working from a satellite location or from home. In either case the ACD agent would see the status of the SME and be able to warm transfer the customer call.
ACD user connects to business user via chat
ACD user connects to business user via video
ACD user connects to business user via mobile application
The Company Directory feature allows customers to call an IVR and say the name of the Genesys Cloud CX user they want to reach.
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There is no applicable content. | See the Genesys Cloud CX Installation and Configuration Guide: https://help.mypurecloud.com/articles/purecloud-apps/. Web app Access your Genesys Cloud CX account from almost any computer with the web app. Use a web browser, such as Chrome or Firefox, to log on to Genesys Cloud CX without downloading an app. Mobile apps Use the mobile app to stay connected to your org directory and chats, even when you are away from your office. We offer apps for iPhone and Android phones. Desktop app Keep Genesys Cloud CX separate from your browser and other work with the desktop app. The desktop app allows you to open Genesys Cloud CX automatically at startup and run it in the background. Download the desktop app for Windows or Mac. |
Due to the continuous evolution, the features available in Genesys Cloud CX change rapidly. See the Genesys Cloud CX Resource Center for latest features at http://help.mypurecloud.com. The following are examples of Genesys Cloud CX historical and real-time views that provide relevant insights: Business User Reporting
Contact Center Reporting
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UseCases/Current/GenesysCloud/OP02 | Current | Genesys Use Cases | GenesysCloud | OP02 | Genesys CRM Collaboration | GenesysCloud | CRMs and the contact center often coexist, serving as complimentary pieces to the customer experience puzzle. The contact center can use information stored in the CRM about your customer and their prior interactions with your business to provide a more personalized, meaningful, and effective customer experience. Data enables your IVR to make the customer experience more personalized, addressing the caller by name and confirming critical information before they ever reach an agent. This data can also be used to make advanced routing decisions, steering the customer to the appropriate queue to handle their inquiry. Once a queue is chosen, the system selects the appropriate skills an agent in that queue should have to properly handle this inquiry. The system provides the ACD engine all the facets it should consider when making a routing determination. Lastly, the information gathered from the CRM can be surfaced directly to the agent when they receive the call. The agent will have all the necessary context to quickly and efficiently handle the call. | Genesys Cloud CX supports out of the box integrations for Salesforce, MS Dynamics CRM 365, and Zendesk. Genesys Cloud CX also supports a “generic” integration that connects to a wide range of REST and GRAPH APIs. For more information, see: https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration (web services tab). | This use case has really become table stakes for contact center installations. If customers aren't requesting these capabilities, we really should be asking why. |
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Head of Customer Experience, Head of Contact Center(s), Systems Administrator | Consistent |
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Available on all interaction channels | There are two methods to deliver a screen pop, either use an agent script or agent UI embedded into the CRM.
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UseCases/Current/GenesysCloud/OP04 | Current | Genesys Use Cases | GenesysCloud | OP04 | Genesys Voice Services | GenesysCloud | While new communication channels continue to crop up, the importance of voice remains. The speed and agility of the Genesys™ Genesys Cloud CX™ contact center platform connects your customer engagement and enterprise-wide unified communications with the telephony option that best fits your business needs. The widest variety of voice services connectivity options in the industry gives customers unparalleled flexibility and choice. Customers can choose Genesys Cloud CX Voice (Genesys telecom) for VoIP, use the cloud-based Bring Your Own Carrier (BYOC) option, or BYOC on-premises using a Genesys Cloud CX Edge appliance for local survivability. Customers can keep a carrier contract or existing PBX infrastructure, or consolidate using Genesys as a single vendor for all needs. Customers who choose Genesys Cloud CX are often attracted to the cloud technologies and microservices architecture that provide speed, stability, and agility for their business. Adopting a cloud solution for voice services is a future-proof approach—extending these same cloud benefits across a customer’s entire communications system. Genesys Cloud CX Voice Genesys Cloud CX Voice is an internet-based telephony service provided by Genesys that, when activated, provides public telephony access to Genesys Cloud CX services. (for example, Genesys Cloud CX Communicate and Genesys Cloud CX contact center.) The Genesys Cloud CX Voice service is built on Genesys Telecom, a Genesys second-generation multi-carrier platform, and registered Interconnected-VoIP provider, subject to all local telecom regulation. With Genesys Cloud CX Voice, customers can simplify their software and vendor management, consolidating down to one vendor and one bill. Deployment is fast with this all-cloud solution that easily scales. After enabling Genesys Cloud CX Voice for an organization, the administrator can purchase new phone numbers (for example, 800 numbers and DIDs) from a Genesys Cloud CX-provided inventory. Alternatively, they can also port existing phone numbers to the service for use with Genesys Cloud CX. From there, administrators can assign phone numbers to users, IVR systems, managed phones, or campaigns. Pricing is based per phone number and usage-per-minute. Bring Your Own Carrier (BYOC). Genesys Cloud CX BYOC refers to the ability for customers to define SIP trunks between Genesys Cloud CX and third-party devices or services. Customers can establish and maintain strategic carrier relationships and manage their own business voice costs. This service also eases deployment of global offices by enabling compliance with country-by-country telephony regulations. This service also allows customers to apply the speed, scalability, and agility of the cloud. A premises-based appliance is also available for customers who want local survivability. BYOC is available in two distinct offerings, named according to where the connection terminates against Genesys Cloud CX: BYOC Cloud: Customers can define SIP trunks between the Genesys Cloud CX cloud-based Edge & Media Tier and third-party systems over the public Internet. BYOC Premises: Customers can define SIP trunks between premises-based Edge hardware devices and third-party systems. Whether customers use BYOC in the cloud or a local Edge appliance, the solution enables them to create efficient and cost-effective telephony plans by applying local carriers and defining outbound routes for various number classifications. |
Genesys Cloud CX telephony connection options provide convenience and flexibility. Simplify your implementation by using Genesys Cloud CX Voice, a comprehensive contact center solution that includes telephony service provided by Genesys. For more interoperability between Genesys Cloud CX and third-party devices, or to retain your existing carrier service, choose a Bring Your Own Carrier (BYOC) option.
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Consistent | All voice calls to external participants route through a Genesys Voice Solution: Genesys Cloud CX Voice or Bring Your Own Carrier.
The first example uses a toll-free 800 number. The number in this example can also be interchanged with the DID number. For example, any number reachable from the PSTN. Example 1
Example 2
Example 3
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All voice calls to external participants route through a Genesys Voice Solution: Genesys Cloud CX Voice or Bring Your Own Carrier. The Number Plan / Number Assignment configuration defines all distribution logic of calls to business users or agents. Customers can assign a phone number to a user or to an IVR with ACD Routing. For more information about distribution logic after routing the number per number assignment, please refer to Genesys Business Communications or Genesys Call Routing use cases.
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For more information about requirements, see https://help.mypurecloud.com/articles/purecloud-apps/. Web app Access your Genesys Cloud CX account from almost any computer with the web app. Use a web browser, such as Chrome or Firefox, to log on to Genesys Cloud CX without downloading an app. Mobile apps (not applicable to Genesys Cloud CX Voice and BYOC configuration screens) Use the mobile app to stay connected to employees and chats when you are away from your office. We offer apps for iPhone and Android phones. Desktop app Keep Genesys Cloud CX separate from your browser and other work with the desktop app. The desktop app enables you to open Genesys Cloud CX automatically at startup, and then run it in the background. Download the desktop app for Windows or Mac. |
There is no applicable content. | Genesys Cloud CX provides real-time reporting for managers, supervisors, and agents. Real-time reporting includes contact center performance and metrics in dynamic views and dashboards. For more information about real-time reporting for your business requirements, see About reports, views, and dashboards. Views Real-time reporting dynamic views display historical and real-time contact center metrics for interactions, agents, and queues. Use these views to meet your business needs. To view in-progress and completed interactions, see Interactions view. The interaction's details page shows the interaction overview that is a visual representation of the interaction. The interaction overview provides information about the interaction participants and the type of interaction, including a waveform for voice interactions. Agents Performance views include agent metrics, time in statuses, and evaluations. To understand agent activity, view detailed performance metrics for an agent or group of agents, in the Agents Performance Detail view. Queues views provide insight into both real-time and historical queue performance data, including queue activity and metrics. See real-time information about a specific queue in the Queues Activity Detail view, including the queue's current interactions, agents, and service levels in one view. The Queues Activity Summary view updates in real time, and shows real-time statistics for all queues at the same time. Dashboards Performance Dashboards allow you to monitor the real-time activity for the contact center. These include service level, ASA, and the number of customers interacting and waiting. Display selected metrics and performance data about your contact center by creating Dashboards. With the Metric and Chart widgets, you can select the metrics about the queues, users, wrap-up codes, flows, or flow outcomes you want to see on your dashboards.
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Reports show you historical data about your contact center and assist you in understanding your business needs. Use reports to see past metrics and data about the contact center. Reports include a pre-defined set of metrics. You set parameters for reports such as which users or queues to include, which media types to include, what date range to report on, and when to run the report. You can schedule reports to run at certain times, and you can run the report directly from your reports list page. Using historical reports with dashboards and views gives you an accurate picture of your contact center's performance. |
All voice calls to external participants route through a Genesys Voice solution: Genesys Cloud CX Voice or Bring Your Own Carrier. For a list of countries in which Genesys Cloud CX Voice is currently available, see https://help.mypurecloud.com/articles/purecloud-voice-global-coverage-2/ . BYOC Cloud is available in all regions where Genesys Cloud CX is available. To view BYOC Cloud requirements, see https://help.mypurecloud.com/articles/carrier-requirements-byoc-cloud/ . For more information about how BYOC Premises is defined, see https://help.mypurecloud.com/articles/byoc-premises-solutions/ . |
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UseCases/Current/GenesysCloud/OP07 | Current | Genesys Use Cases | GenesysCloud | OP07 | Genesys UCC Third-Party Integration | GenesysCloud | You can benefit from the productivity and communication capabilities of Genesys Cloud CX and collaboration tools such as Microsoft Teams and Zoom that make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and resolve issues within the first customer contact. Benefit from the flexibility of the Genesys Cloud CX™ platform and the productivity and supported communication capabilities. You can make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and deliver memorable customer experiences. Agents use the integrated directory, search, and presence features to find a subject matter expert, determine availability and collaborate in real time with a single click. A single communication and collaboration interface for agents puts an end to switching between systems. Real-time access to experts gives them the ability to resolve issues within the first contact. Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls. |
Improve the quality of work and productivity by empowering agents with a single integrated communication and collaboration interface. Real-time access to experts gives them the ability to resolve customer issues within the first contact. Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls. It’s a convenient combination with the industry-leading Genesys Cloud CX routing and artificial intelligence capabilities — with a single point of control. | Consistent | Agents handling voice interactions are able to see a new 'tab' associated with the UC integration (Teams, Zoom, other). Within this tab, UC integration users' presence from external platform is shown and telephone number associated with external platform is used when transferring calls. Please also see the below links for more information on MS Teams integration and Zoom Phone integration: https://help.mypurecloud.com/articles/about-the-microsoft-teams-integration/ https://help.mypurecloud.com/articles/about-the-zoom-phone-integration/ |
N/A | UC Integrations utilize Genesys Cloud CX's BYOC-Cloud and Premises* solutions for voice connectivity to external UC platforms which natively support information about call events, including call transfer and conclusion. | SIP connectivity between Genesys Cloud CX and the external platform via either BYOC-Cloud or BYOC-Premises. | Customer is responsible for selecting a SCIM provider and managing SCIM implementation for their Genesys Cloud CX organization. Customer is responsible for setting up SIP connections and managing any additional system components such as SBCs and/or Edges as required by external service provider. | OP04 | 1.0.0 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/WE01 | Current | Genesys Use Cases | GenesysCloud | WE01 | Quality Assurance and Compliance for Genesys Cloud CX (WEM) | GenesysCloud | The success of a contact center hinges on its ability to provide a high-quality experience to customers, achieve consistently high levels of quality and meet regulatory compliance. Further, Quality evaluators, Quality administrators, and Quality managers need efficient tools and integrated automated processes to ensure that all interactions are handled effectively and efficiently. Hence, Contact centers need systems that provide the functionalities to monitor, record, and evaluate the quality of agent customer interactions on all communication channels combined with recorded agent desktop activity. Further, the system should also have features to obtain customer satisfaction feedback through surveys upon the conclusion of their interaction with the contact center. Businesses must evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every interaction. There is a need to distinguish important from routine interactions and generate the results in a consistent and automated manner. Also company's need to prevent risk arising out of lack of compliance and loss of valuable information. Genesys Cloud CXTM Quality Assurance and Compliance consists of Integrated tools that help customers meet the above challenges. Genesys Cloud CX Interaction recording reliably records all voice and digital interactions and makes it easy to search and access recordings. Genesys Multi-monitor screen recording captures the agent desktop activity for up to four monitors while handling ACD interactions. Genesys Cloud CX Speech and text analytics is a set of features that provide automated speech and text analytics capabilities on all interactions to provide deep insight into customer-agent conversations. For voice interaction, speech and text analytics provides automated transcription and employs speech-to-phrase grammar-based recognition. Along with non-linguistic analysis of recordings, speech and text analytics creates meaning from otherwise unstructured data. Sentiment analysis and Topic spotting enable Quality Managers to understand the overall sentiment of the interaction. Genesys Cloud CX Quality Evaluation features include Genesys Cloud CX's survey is built in to the platform and is used to send a survey to customers after any media interaction i.e. call, email, chat, and messaging. The survey includes an easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey. Genesys sends the survey to the customer via email with a web link to the survey. Geneys Cloud built in survey solutions allows organizations to gain insight into customer satisfaction/experience regardless of the channel and other related contact center metrics. Organizations can use Genesys Cloud CX Quality Evaluation and Compliance tools to fulfill key use cases around agent performance improvement (decrease AHT, increase FCR, sales conversion, compliance, and customer satisfaction). These precise tools help improve employee culture, technology, and operations to plan and execute strategies that bring contact center quality to new heights. |
Genesys Cloud CX's Quality Assurance and Compliance is a set of tools and automated processes that are built to help contact centers ensure that interactions are handled effectively and efficiently. Organizations must evaluate and improve the quality of the interactions that their employees have with their customers and prospects. The Quality Management module helps organizations improve the quality and efficiency of agent performance which can improve customer satisfaction. This use case includes overall multichannel (voice and digital) capabilities for interaction recording, agent desktop screen recording (multi monitor), interaction quality evaluation, ad hoc coaching, and post-interaction surveys. These key capabilities provide an effective method for defining desired agent behaviors, acknowledging and reinforcing those behaviors and identifying areas of performance improvement. These features also allow customers to verify that their agents are adhering to critical regulation and compliance. Genesys Cloud CX Quality Assurance and Compliance provides visibility on the agent activity to understand:
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Head of Customer Experience, Head of Contact Center(s), Chief Information Officer | Differentiated | Archiving and Deleting CriteriaGenesys Cloud CX Policy can be configured to defined a archive and deletion actions for recordings and screen recordings. For more information Recording Policy Pause / Resume recordingAgents can pause or resume recordings as needed for compliance reasons. The ability for an agent to pause or resume a recording from the agent desktop is enabled or disabled based on customer requirements. APIs are also used to pause or resume a recording. If a recording of the interaction is paused for an interaction that is also being screen recorded, the pause/resume action is synchronized. View and Download recording and screen recordingAn interaction can have multiple recordings, including screen recordings. If applicable, navigate through the recordings associated with the interaction and to play the screen recording. For ,more information-> View a screen recording and Download recording Quality Manager/ AdministratorRoles will determine the access to recording and screen recording of users. Roles can be provided additional permissions based on business requirement. The Quality Administrator and Quality Evaluator roles have the additional permissions than a user for viewing quality and recordings. For more information -> Roles and Permissions Evaluation SessionsTo help ensure an agent's handling of interactions aligns with specific business requirements, evaluators receive assigned evaluations that they must complete according to the assignment process. A completed evaluation form provides a view into how an agent communicates with a customer. When used as part of evaluation sessions, these forms provide consistent and regular feedback and can help surface insightful results, comments, and suggestions. This can lead to formal skills training and action plans to improve agent performance. For more information-> Evaluation form |
N/A | Quality Assurance and Compliance features are accessible from the Genesys Cloud CX application. | Genesys Cloud CX comes with several Reporting and Analytics features. For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ |
Genesys Cloud CX comes with several Reporting and Analytics features. For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ |
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N/A | CE16 • CE18 • CE29 • CE34 • CE43 | 468979114 | 1.1.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/WE02 | Current | Genesys Use Cases | GenesysCloud | WE02 | Ressource Management | GenesysCloud | Contact centers are complex, continually changing entities. They often have a large human resource with varied skills and operates long hours, making Resource management a challenge. If any one element falls away – agents calling in sick, for example – the entire process could break down. Spreadsheets were once the method of choice for resource management, and creating these spreadsheets manually required a skilled, numbers-savvy manager. As the contact center becomes increasingly complex. However, manual processes become less feasible. Forecasting expected interaction volume and creating schedules for agents are two of the most important roles of resource management. It’s tricky to get right: if you under-staff the center, customer satisfaction levels go down and agents become burned out. Resource management software can help eliminate some of the most time-consuming tasks for managers while simultaneously increasing the accuracy of forecasts and the flexibility of schedules. Some of the most common challenges of resource management are:
Resource management is all about assigning the right employees with the right skills to the right job at the right time and through a platform that address most of the well-known challenges. Challenges such as forecasting accuracy, multichannel resource allocation, exception handling, and adherence control have been around for a while. However, a wealth of resource management software today continues to use Erlang-C based forecasting and scheduling algorithms which do not provide the accuracy, processing speed nor the agility required to fulfill the expected digital channel explosion (digital transformation), the rise of asynchronous messaging and combined self and agent-assisted journeys. Genesys Cloud Resource management helps simplify the process of forecasting interactions and scheduling employees in multichannel contact experience environment. Its AI-powered core capabilities help companies optimize resource utilization through highly accurate forecasts and lightning fast scheduling so that supervisors can spend more time coaching their agents to achieve organizational goals. Genesys Tempo is a mobile application on iOS and Android platforms for Genesys Cloud. It empowers the workforce to achieve a work-life balance with the ability to self-manage their working hours from their mobile device. Through this app, employees can view their schedule, receive notifications when a schedule is added, changed or removed, and keep track of their working hours quickly and efficiently. They can also put in time-off requests and receive notifications when request statuses change or changes occur. With the latest release, users can now see what days are available for leave, which slots are filling up quickly and where they are in line for waitlisted time-off requests. By applying other workforce engagement capabilities, facilities and resource management teams can determine new arrangements for flexible work-time allocation, work-remote scenarios, gamification, and other employee self-managed services. This is done through agile, upgrade-free, and rapid innovations delivery in a single platform to keep operational efficiency, effectiveness, and business performance under control. |
Resource Management forms part of the critical operations in all modern customer experience environments and is a process that maximizes performance levels and competency for a Contact center. The process includes all the activities that are needed to maintain a productive workforce, such as human resource management, budgeting, forecasting, scheduling, and analytics. Genesys Cloud Resource management provides software to support contact center workforce management that delivers a set of optimized schedules, utilizing agent skills and contract rules while providing editing and monitoring capabilities for the contact center. Demand-oriented resource management enables planners to optimize staffing by creating schedules that conform to the forecasted requirements. At the same time, a resource management solution helps organizations manage adherence to all relevant legislation, local agreements, and the contracts of individual employees such as work-life balance guidelines. In today's world of multiple digital channels, a contact center could have set call hours but digital channels are always on. Without the right insights, it’s hard to create balanced schedules that allow contact centers to be responsive to digital interactions while considering employee hours, contracts, preferences, time off, and labor laws. Genesys Cloud Resource management helps you find the right balance. Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across channels. Factor in arrival patterns and hours of operation to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence. |
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Head of Operations, Head of Contact Center(s), Head of Workforce Planning | Differentiated | A prerequisite to any basic WFM deployment is a formal discovery process. The formal discovery process produces specific documentation. | N/A | Resource Management features are accessible from the Genesys Cloud application. | Genesys Cloud WFM comes with several Reporting and Analytics features. For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ |
Genesys Cloud WFM comes with several Reporting and Analytics features. For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ |
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N/A | CE16 • CE18 • CE43 | 1.1.2 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysCloud/WE03 | Current | Genesys Use Cases | GenesysCloud | WE03 | Employee Performance | GenesysCloud | High-performing, happy employees are an integral part to a successful contact center. In a recent study by Gartner, 86% of organizations consider employee engagement an equal or more important factor in achieving customer experience (CX) and, consequently, contact center goals. This is because the more engaged an employee is the more likely they will perform well in their role. To meet and surpass employee performance objectives, contact centers need to deploy a holistic, deeply integrated workforce engagement solution that provides the following key capabilities— onboarding development, learning & training, performance management, coaching, and gamification. Personalized learning and development from day one To deliver consistent, positive customer experiences, employees need to be well-informed and trained on company product, services, policies, and procedures. With Genesys Cloud you can deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date. Personalized training can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization. Regardless of start date, all employees quickly receive the necessary training to perform well in their role. Powerful and intuitive performance management Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. Genesys Cloud consolidates performance metrics from across the platform into unified scorecards that can be viewed by managers and employees alike to understand performance across all defined objectives. Real-time metrics let managers and employees improve KPIs when needed most. Historical individual and team trends in performance help managers with planning, evaluations, and training initiatives. Strategic coaching and training sessions Strategically planned coaching sessions are known to significantly improve employee performance. Supervisors and quality managers can identify, assign, and schedule training sessions through a single, seamless process. Genesys Cloud centralizes all necessary information and documentation to complete a productive coaching session. And because it’s integrated to Workforce Management, you can complete in a single go — no need to check with other departments for best available time slot. A single, easy-to-use employee dashboard Employees not only want to meet their performance goals but grow and develop within their roles. Too often, however, an employee’s performance and development are hindered by the tools they use. Having to navigate several disjointed systems to complete tasks or understand their manager’s performance expectations frustrates employees and contributes to low employee engagement and productivity — ultimately affecting employee retention. Empower your employees to outperform by giving them a single, holistic view of the information needed to perform their role successfully, including employee schedule, performance metrics and goals, evaluations, and personalized development plans. Gamified performance scores to motivate employees Employee performance metrics across KPIs are gamified into user-friendly performance scorecards and leaderboards. Employees can see how their performance tracks and compares against teammates in real-time — encouraging healthy competition and facilitating performance improvements when needed. Gamification in employee performance management is key to building strong employee engagement, especially when your teams work remotely. By leveraging people’s intrinsic motivator for status and recognition, competition and feeling of community, contact centers are able to motivate their employees to improve their overall performance and develop professionally along the way. |
Genesys Cloud makes the lives of your employees better by minimizing tedious manual processes, providing actionable data transparency and consolidation, and streamlining how your various teams work together. Through a single, holistic solution, it delivers the key capabilities necessary for a modern and effective performance management strategy— onboarding, training & development, performance management, coaching, gamification, and voice of the employee. Genesys Cloud creates an easy-to-use, collaborate working environment for employees, supervisors, managers, and leadership. Most contact center leaders aren’t happy with the high costs of agent attrition, overwhelmed team leaders, underwhelming CSAT/NPS scores, and all the other daily realities that cause them heartburn. Instead of suffering with the status quo of outdated, complicated, and disparate systems for workforce optimization, contact center center leaders can deploy an end-to-end workforce engagement management solution. Performance management is an integral part of workforce engagement management for enabling contact center to align people, processes, and systems to organizational goals and objectives, such as customer satisfaction and experience, cost control and revenue generation. This use case guides organizations to create organization-specific learning modules, schedule coaching and training sessions, customize performance scorecards, and implement gamification tools like leaderboards. Competitions, badges and social elements coming soon. This use case and solution is well integrated providing native capabilities in learning management, coaching, gamification and performance management.
The agent activity view enables Agents to view a variety of data directly associated with their schedule, tasks, and performance. At a glance, the agent activity view provides a current summary of the off-queue information in one location. From the agent activity view, agents can view their current or upcoming schedule, scorecard, leaderboard, and coaching appointments. For examples, agents can:
Real-time reporting provides detailed analysis of agent progress and task completion, while identifying any gaps in performance. Easy-to-use performance dashboards help organizations identify high-performers, the skills & capabilities necessary to deliver great customer experiences, and benchmark those results with the rest of the team. This improves performance management and decision-making around agent engagement and development activities — from onboarding, ad-hoc, and ongoing training. As skilled and capable agents are more likely to provide consistent customer experiences like maintaining resolution rates and handle times, it's vital to conduct effective onboarding programs, track & measure performance, and provide appropriate training and coaching sessions. |
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Head of Customer Experience, Head of Contact Center(s), Contact Center Supervisor / Manager | Differentiated |
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N/A | N/A | Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports. | Same as Real time reporting. Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports. | Employee Performance functionalities are available only for Genesys Cloud3 | N/A | WE01 • WE02 | 641804199 | 1.0.1 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/BO02 | Current | Genesys Use Cases | GenesysEngage-onpremises | BO02 | Genesys Task Distribution | GenesysEngage-onpremises | Work items and sales leads created in CRM, BPM, marketing, email, or workflow source systems each have their own business processes and corresponding journey touchpoints. Siloed workbins across different business units, geographical regions, systems, or resource groups cause inefficient distribution of work items and sales leads. It is challenging to distribute high volumes of work items and sales leads fairly, quickly, and in accordance to the underlying customer commitment or SLA. While many have invested in automation, these systems and applications focus on the process and not the employees who actually complete the processes. Genesys Intelligent Workload Distribution (iWD) allows for the effective management of all enterprise work items and leads. Capturing work created in multiple source systems, placing them into a universal queue, and constantly reprioritizing them based on business needs delivers efficient distribution. Genesys distributes work items and leads at the right time to the best-skilled and available employee to complete the task or close the lead. The ability to define and edit business logic easily drives the proper prioritization and distribution of leads between the available resources. It also prevents “cherry-picking” of work and balancing out the interactions between the available resources fairly and equally. Work items and sales leads can be segmented and prioritized based on multiple business parameters such as lead capture date, expected value, customer segment, and so on. For example, a consumer shopping online that has abandoned their shopping cart is an interaction captured by the website and delivered to Genesys iWD as a "hot lead." The lead takes its place in the universal queue with a priority schema defined by the size of the shopping cart, the value of the product or service, or other data points about the customer. The lead is constantly reprioritized and then distributed based on business rules that define the service level. By using Genesys iWD, companies improve their throughput and lead conversion rates, while managing operational costs, enhancing customer experience, and keeping employees satisfied. |
The design of Genesys Intelligent Workload Distribution (iWD) enables effective capture, classification, prioritization, management, and distribution of work items and high value leads. This distribution occurs across multiple departments to the best-suited employees, based on business segmentation, resource skills, and availability. The powerful iWD Manager enables business users to define and adjust business segmentation rules and prioritization schemas, as well as view near real-time dashboards into operational performance and backlog. Genesys gives administrators control over the routing logic once the task or lead needs to be delivered to the Genesys agent workspace. Genesys captures new work items or leads from multiple source systems and creates an interaction in the system. The interaction goes through a process of classification, segmentation, and prioritization within the universal queue based on the business rules created. Once an employee with the right skill profile becomes available, the Genesys core routing engine is used to distribute it to the employee in the Genesys agent workspace at the right time to convert the lead or execute on the task. If it cannot be assigned to an employee within a specified period, it continues to be reprioritized. |
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Head of Customer Experience, Head of Operations, Head of Business Units | Consistent | Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of Genesys Multicloud CX to sell | N/A | Before Genesys receives work items, the source system classifies the work and attaches all the necessary metadata. Then, Genesys matches this work with the best employee at the right time. Genesys system analyzes work items created within to be able to:
Attributes Work item segmentation and prioritization depend on metadata input from one or more source systems. To apply the segmentation and prioritization within the Genesys system, a set of business attributes (parameters) must arrive from the source system. These attributes captured by the capture event are within the Genesys capture adapter. The global task list includes work captured. Genesys intelligent Workload Distribution Manager applies segmentation rules to separate work items using core attributes and custom attributes:
For detailed Attribute List for Leads, refer to the respective Leads Attribute List section below: Business Rules Business Rules define or mirror both the operating principles and constraints of an organization. A few examples:
These and finer-grained segmentation rules established in iWD Manager and managed by the business user. The GRE & ORS applications controls the distribution strategy for work items to the desired employees. iWD Manager uses the attributes from the captured work item to assign the task. It can assign directly to an employee, agent group, combination of skills, or skill proficiency levels. Importance of the work relative to other work items is a key factor that determines prioritization in the global task list. Work in the longest routing status distributes first when there are multiple work items with the same priority targeting the same employees. The same applies for leads, the priority schema defined within iWD manager is highly flexible and business users can adjust the priority curve to suit their business needs. In the following sales example, the business value of the lead degrades over time. When a promotion runs for leads that didn't convert within six days, the business user raises the priority between six and eight days after capturing the lead. Note: In a blended environment, the priority ranges used for leads align with the priority ranges for other media types to ensure the right behavior (distribution order) within the environment. For example, if the employee is answering both phones calls and leads, the sales manager decides that phone calls have a higher priority. The result is voice calls priority starts higher than work items maximum priority. If there is an inflection point where the leads are more important than voice calls, then the prioritization strategy should reflect that. For example, leads within 2 hours of their due date and time are more important than voice calls that are in the queue for 30 seconds. Business Context and Segmentation Genesys intelligent Workload Distribution assigns every work item to a business process. Assignment of work items occurs after capture based on the segmentation defined within iWD Manager. The Finance and Sales Departments example shows the split of the processes according to the respective segment, and it reflects the different types of skills and proficiencies. The departments and process names adapt easily according to the changing organization's requirements. Intelligent Workload Distribution Manager configuration segmentation example table:
Unspecified business processes use a default segmentation, prioritization, and distribution scheme. Priority Schema The system applies the priority schema to the work item/lead initially after capture and again periodically, according to defined prioritization schema. The reprioritization follows the logic defined below. Rules define the logic to increase the priority over time by.
The priority of each work item or lead represents the urgency and business value at that point in the life cycle of the item. The prioritization schema allows a balance of work items representing different Service Level Agreements (SLA). The prioritization allows items of a shorter SLA to increase faster and reach the maximum priority compared with items of equal business value with a longer SLA. The values selected along the graph reflect the different SLAs. In other words, maximum priority culminates with the due date. In a blended environment, priority ranges used for items must broadly align with the priority ranges for other media types to ensure the right behavior (distribution order) within the environment. As an example, for employees answering phone calls and items, phone calls have priority. The priority of voice calls is higher than items. If there is an inflection point where work items/leads are more important than voice calls, then the prioritization strategy should reflect that. For example, work items/leads within 2 hours of their SLA are more important than voice calls that have waited in queue less than 5 minutes. Work item/lead life cycle (or) Work item/lead completion - Option 1 in source system and in Genesys Genesys work items complete via the source system. The logical flow is as follows:
Work item/lead life cycle (or) Work item/lead completion - Close in source system Genesys work items complete via the source system. The logical flow is as follows:
Parking work items/lead in the personal workbin If an employee is unable to complete the task, they can store it in their personal workbin for later. When they need to access the item, the employee can just pull it from their workbin to continue working on it. The use of workbin is helpful when employees are sick or taking time off. Supervisors manage workbins through the desktop to prevent stuck items in an employee's workbin. Items return to queue or assigned to another team member. Rescheduling work items/leads An employee may also need to reschedule a work item/lead, when a customer is available the following day. The source system handles rescheduling and depending on its functionality and integration with Genesys intelligent Workload Distribution. The logical flow is as follows:
Reclassifying work items/leads An employee might also need to reclassify a work item/lead. The source system handles resegmentation which depends on the functionality and integration to Genesys intelligent Workload Distribution The logical flow is as follows:
Leads Attribute List The attributes used for one or multiple of the following purposes: •Segmentation (See topic 'Business Context and Segmentation') •Prioritization (see topic “Priority Rules”). •For display within the agent workspace. The following table lists the attributes and its purpose which is available as part of this use case.
The table focuses on the attributes actively used within the configuration of this use case, however the iWD data model contains a broader list of attributes. |
Skill and proficiency-based routing This use case is provided with a predefined routing strategy that creates all the queues needed to assign a work item/lead to a specific employee. The distribution strategy is based on a series of skill expressions, ensuring that a work item/lead is distributed to the most suitable employee, independent of their location within the organization. The required skill(s) and proficiency levels are defined by the department and process the item belongs to. See "Business Context and segmentation" for the logic to define the Genesys intelligent Workload Distribution department and process. Each employee has one or more skills associated with their profile and a skill level associated to each skill, referred to in this document as proficiencies. The metadata on the work item/lead and the distribution strategy is used to define the primary, secondary, and tertiary targets within the routing logic described below. The targets are defined as follows:
The values for N, M, and P are configurable in iWD Manager and routing strategy based on Department, Process, and metadata attached to the work item. For example:
Routing to Preferred Employee The source system can provide a preferred employee for a work item/lead as work item/lead metadata. In this work item/lead, the distribution logic first attempts to distribute to a preferred Employee. If the work item/lead cannot be distributed to this Employee within a specific time out, routing to the skill is applied. This timeout is configurable as a percentage of the SLA as a global parameter. Additional Distribution Functionality The distribution logic supports redistribution or "RONA" functionality. In other words, if an employee does not accept an item distributed to them, the item is routed to another employee after a time out. The first employee is set to not ready. This use case is combined with use cases for different media types. Blending with other media types, including the required configuration of capacity rules, is supported. |
N/A | Agent Workspace enables agents (employees) to handle Work Items through the following functionality:
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Genesys Pulse enables at-a-glance views of real-time contact center statistics through dashboards and wallboards. Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations. Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboards. The following Genesys Pulse standard reports are particularly relevant for this use case:
See Standard Report Templates for more information. Note: Genesys Pulse is limited to a 24-hour window, so cannot be used to track work item / lead backlogs over longer periods. Backlog reporting is available through iWD Manager for cloud. For more detailed information on the dashboards available within iWD Manager for Cloud, please visit iWD Manager Dashboard documentation. |
Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that provide intraday tracking of processes, resource performance, and task handling. Some of the most relevant reports include:
See more information, see Get started with Genesys CX Insights and Genesys CX Insights reports for iWD Cloud. |
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CE16 | 383260904 | V 1.1.1 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/BO03 | Current | Genesys Use Cases | GenesysEngage-onpremises | BO03 | GenesysEngage-onpremises | Customers want to enjoy the benefits of automated work distribution capability, but want to provide flexibility for their staff to select the task from a pre-optimized work list (also known as Optimized Pull Mode) instead of implementing direct Push to deliver tasks. The back office automation system can be integrated with one or multiple source systems, where the customer-related tasks are created and stored. The system can capture, classify, prioritize, distribute, and manage these tasks efficiently to group or individual workbins from where the agents can pull their desired tasks from pre-prioritized and assigned work packages. All work packages are assigned to the workbins and can be pre-prioritized based on a centralized business logic, and can be fairly distributed among the available agents. Pull mode allows freedom for the agents to choose which work items they want to complete first, but they can select only one of the pre-assigned tasks. The task distribution is fully automated, all handling times and performance parameters can be measured, and the fulfillment of SLAs can be supported by the workbin assignment mechanism and used for Workforce Management. |
This use case extends Genesys Task Distribution (BO02) by adding Optimized Pull, which enables organizations to leverage essential parts of iWD capabilities without fully implementing the automated Push mechanism. Tasks are distributed to personal and/or group workbins and agents can fetch tasks from there. Customers can also easily migrate from the decentralized pull mode to a more automated task distribution. If working in push mode is not allowed for any reason, the concept of Optimized Pull still provides a controlled and predictable method of work and delivers the required transparency across the company. |
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Consistent | No sellable items |
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Workbin handlingWorkbins contain a list of tasks that an agent can pull. While the agent is free to choose the tasks from the workbin, there is still a level of control as they are fully managed through defined business rules. Tasks within workbins may be reprioritized or redistributed automatically to support evolving Service Levels and business priorities. Personal workbins Personal workbins, assigned to a single agent, enable the agent to receive more than one work item (depending on the distribution rules) from the Global task list. Conceptually you can think of workbins as an agent's personal queue. Agents can place work items in their personal workbins when they cannot complete the work, and can also transfer work items from their workbin to other colleagues or supervisors. While agents cannot see work items in other workbins, supervisors and managers can. Personal workbins are equipped with an automated escalation capability, which means that work items are sent to a supervisor or back to the Global Task List automatically if they are not handled before the threshold is reached. This capability adheres to service levels and ensures that no work item remains in a workbin for too long. Group workbins Group workbins are assigned to a group of agents (could be considered a bucket of centrally managed tasks that are allocated to a virtual group of agents). More than one work item can be transferred from the Global Task List to the group workbins (depending on the distribution logic). Agents assigned to a group workbin can work on any of its tasks and transfer tasks to other colleagues or supervisors. Like personal workbins, group workbins are equipped with an automated escalation capability, ensuring that no work item remains in a workbin for too long without handling. Business RulesIn addition to the Business Rules detailed in the use case Genesys Work and Lead Distribution (BO02) for Genesys Engage on premises, Optimized Pull requires:
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This use case uses the routing logic detailed in BO02, enhanced by the capability of distributing work items to group and/or personal workbins. Task Lifecycle In addition to the task lifecycle described in BO02, this use case adds a task supervision step to the lifecycle. Working with workbins opens the possibility for agents to ignore certain tasks and leave them in the workbin unhandled. Supervisors can close or manually reassign overdue tasks to named agents to ensure timely handling. If a task becomes due and remains unhandled, the task is automatically pulled from the workbin. It is redistributed to a special agent with capabilities to either work and finish these kinds of tasks or to redistribute them manually to assure they are handled as soon as possible. The task may either be routed to a specific skill or to a dedicated agent (such as a team leader). |
N/A | In addition to the Agent Desktop requirements detailed in BO02, this use case requires additional statistics to be displayed on the Agent Desktop:
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In addition the real-time reporting delivered in BO02, this use case reports:
These KPIs are available for each iWD department and iWD process. |
In addition the historical reporting delivered in BO02, this use case provides escalation reports for group and personal workbins that show the number of escalations for each workbin and the percentage of work items escalated. For example:
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Workspace Desktop Edition or Workspace Web Edition is used as the agent desktop. | As this use case has dependencies on Genesys Work and Lead Distribution (BO02) for Genesys Engage on premises, please review and reference underlying assumptions. | BO02 | v 1.1.2 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/BO04 | Current | Genesys Use Cases | GenesysEngage-onpremises | BO04 | GenesysEngage-onpremises | The personalized task distribution solution can be integrated with one or more source systems (such as CRM/BPM/workflow systems) where tasks related to customers are created and stored.
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This use case builds on the use case Genesys Work and Lead Distribution (BO02) for Genesys Engage on-premises, adding third-party data lookup to enable context-based prioritization and routing. This feature enables companies to leverage data that is not available in the source system of the tasks to be used in prioritization or distribution decisions. These systems may include marketing, BI, or data warehouse systems as well as Genesys internal context services. The use case enables companies to better target skilled resources based on interaction history and/or customer context stored in non-integrated backend systems. For example, NPS survey results from a third-party system can be used to personalize work item handling and improving business outcomes. Displaying task-related external documents, references, and contextual information together with the work item improves the agility of handling tasks. Many personalization scenarios can be supported where the dynamically captured data is used for reprioritization and/or routing enhancement.
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Differentiated | Genesys Conversation Manager (Optional) |
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In addition to the business logic from BO02, this use case makes the attributes from the customer context available within the business rules for task classification and prioritization as additional custom attributes. For example, the original source system may not include the customer segment for a specific task. A lookup in the CRM database can add this information to the task and can in turn be used within the prioritization rules to ensure that your VIP customers are handled with higher priority. | In addition to the distribution logic from BO02, this use case adds context-based routing, which uses the captured contextual data from third-party systems to enhance the task distribution. The attributes are made available to set up rules within the system. In addition to the standard and custom attributes supported in BO02, this use case adds further custom attributes to be used in routing rules to define the required employee skill to handle the specific interaction. | N/A | In addition to the Agent Workspace requirements from BO02, this use case requires the display of eternal contextual data fetched from the third-party systems or Genesys context services. These will be displayed as additional Case Data in Agent Workspace interaction views, pop-up notifications, and Contact and Interaction histories. | The iWD out-of-the-box Pulse templates can provide the following reports. IWD Agent Activity A report presenting agent or agent group activity as it relates to the processing of iWD work items of the type contacts. It is possible to report separately on not-ready reason codes in the relevant KPIs. IWD Queue Activities A report presenting agent or agent group activity as it relates to the processing of iWD work items of the type contacts. It is possible to report separately on not-ready reason codes in the relevant KPIs.The following graphic shows a typical dashboard configured with iWD templates for work item monitoring. |
Using CX Insights, Genesys provides some out-of-the-box reports and metrics, including these out-of-the-box customizable reports:
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This use case requires:
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BO02 | BO03 | v 1.2.5 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/BO06 | Current | Genesys Use Cases | GenesysEngage-onpremises | BO06 | GenesysEngage-onpremises | Companies want to improve their business Key Performance Indicators (KPI), capitalize on innovation in Artificial Intelligence and drive business decisions with the abundance of data and context available. Predictive Routing uses machine learning to support optimization of Customer Service KPIs. Customer Service KPIs are metrics measuring a customer experience or efficiency outcome of an interaction, as opposed to Sales KPIs that measure the sales outcome of an interaction. Service KPIs can be of two types:
This use case illustrates an improvement in First Contact Resolution (FCR), captured from Genesys Info Mart or from 3rd-party surveys (for inbound voice interactions, for example). The use case also illustrates service-related KPIs, where the data for the KPIs is available in Info Mart or another available data source. Predictive Routing also applies to Sales & Marketing KPIs. See Genesys Predictive Routing for Sales (SL06) for Genesys Engage on-premises Traditional routing matches customers to agents through skills-based or queue-based logic. The goal is to maintain a service level, rather than to improve a KPI. Predictive Routing differs from traditional routing in that it uses machine learning to detect patterns in historical data from Genesys Info Mart and other third-party data sources. The predictive algorithm then uses these sources to build a model that predicts the business outcome of a customer's interaction when handled by an employee. The predictive model works to improve KPIs by ranking agents according to their predicted impact on the business outcome. It then assigns the interaction to the highest ranked available agent. A/B testing measures the real-world impact of Predictive Routing on the target KPI by comparing Predictive Routing performance against the existing routing strategy.
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Organizations seeking to improve the level of customer service offered to their customers realize significant benefits from Predictive Routing. Machine learning models configured to optimize metrics such as First Call Resolution are at the core of the solution. A customer calls the contact center, and Predictive Routing uses the data captured about the customer, their journey, and the current interaction to rank all available agents according to their predicted probability of resolving the call. Configuration options manage and balance the Service Level (speed to answer) with connecting to the most suitable agent. The result is a reduction in repeat contacts and improved FCR. The outcome data feeds back into the machine learning model to inform future predictions. Impacts on KPIs and the performance of the machine learning models are available via real-time reports.
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Head of Customer Experience, Head of Customer Service, Head of Contact Center(s) | Differentiated | At least one Inbound SMART USE Case is required • CIM • CIM HA (Optional) • Genesys Infomart • Genesys Infomart - HA (optional) |
Pre-requisite:
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Routing Step 1
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The inbound use case provides details of the distribution of an interaction to an agent. Refer to the flow above to understand how Predictive Routing influences the distribution logic. | N/A | Target agents can review Attached Data/Case Data when an interaction routes to their Agent Workspace. | Predictive Routing does not include real-time reports. Operational reports are available in the Predictive Routing UI. Operational reports include:
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The historical reports available through GCXI are the following:
*A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort. |
Note the exceptions where Predictive Routing cannot be integrated listed in the interdependencies section:
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CE01 • CE02 | CE16 • CE18 • CE19 • EE14 | CE03 • CE07 • CE08 • CE09 • CE10 • CE11 • CE12 • CE27 • CE28 • CE31 • CE41 | This use case is currently not available in Genesys Multicloud CX | 312195823 | v 2.2.1 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/BO07 | Current | Genesys Use Cases | GenesysEngage-onpremises | BO07 | GenesysEngage-onpremises | Business users must be able to report, monitor and make decisions regarding their contact center/customer experience to both improve business outcomes and to move the needle. Knowing when changes need to be made, the impact of the change and when not to make changes requires the ability to rapidly identify anomalies and understand root cause behind the anomalies. Maintaining alignment between routing, reporting and resources is essential in streamlining the business and driving optimization. Companies set their business plans annually or more regularly and the key KPI objectives that they will measure customer experience success against. To manage the company's Contact Center objectives and meet end customer's business needs, there is a set of required operational key performance indicators (KPI) that are required. A good business practice is to analyse contact center performance through Service Level review to assess areas of focus in order to identify any remediation actions. An example of a contributing factor to Service Level is Average Handle time. As such this business has set an objective for the Average Handle Time (AHT) KPI to be under 6 minutes for voice, email and chat interactions. While in some customer environments the AHT may be longer for Chat than voice this has been simplified as this is a simplified "essential use case". The ability to generate the report ad-hoc or on a pre-scheduled basis is supported. Historical reporting available on 15 minute increments if needed. |
Improve efficiency through historical reporting to provide improved agent utilization, reduced churn and enhanced customer satisfaction scores. Based on service levels set, customers need to be able to both monitor and analyse interaction data plus discover anomalies through reviewing detailed interaction data. Mapping this against business outcomes, across all channels and where appropriate, customers need to be able to make informed strategic and operational decisions that minimize these anomalies in the future. |
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Consistent | No sellable items | Available on premises Pre-requisite:
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Parameters and Business RulesBL1: Assign reports to roles within the company
BL2: Comparison of reports with business level KPIs:
BL3: Analyse contributing factors
BL4: Drill down into details
BL5: Identify correlations
BL6: Identify root cause
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Not applicable | N/A | Workspace Desktop Edition (WDE), Workspace Web Edition (WWE), or other Genesys enabled agent desktop. | Not applicable.
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Genesys CX Insights provides reports and dashboards that summarize contact center activity. Reports display contact center activity using easy-to-read grids, while dashboards summarize a wider range of information using a variety of visualizations. CX Insights enable users to analyze the data and empower them to take the data driven decisions. Here are are some the modern BI capabilities: Provide Out of the box Reporting templates. Empower individuals with self-service analytics. Data Discovery & Dashboards. Data Blending with different datasets. Custom Reporting and personalized report views. Create Custom HTML 5 Visualizations. Personalized Alerts on Metrics. 14 Languages Support.
Agent Performance Dashboard: Use this dashboard to view detailed information about agent activity in the contact center, including information about handle time, interaction volume, and relative ranking compared to other agents. Contact Center Dashboard: Use this dashboard to view detailed information about interaction volumes and KPIs for the whole contact center. Queue Dashboard: Use this dashboard to compare the performance of queues by viewing detailed information about agent performance on a queue-by-queue basis. Supervisor Dashboard: Use this dashboard to evaluate interaction handling and agent performance at a glance. It includes both key information about interaction volume and customer experience, and charts to illustrate each agent's activity during the reporting period. Business Results Reports
Agent Reports
Detail Reports
CX Insights allows users to run and schedule reports for automatic distribution.
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CE01 • CE02 • CE16 • CE18 | This use case is not available in the cloud | v 1.0.1 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/BO11 | Current | Genesys Use Cases | GenesysEngage-onpremises | BO11 | GenesysEngage-onpremises | This functional Use-Case has been created to enable Genesys customers to leverage the back-office automation capabilities to help Supervisors and Employees to better manage cases, through enhanced ways cases are handled in the organization.
- Increasing the level of Automation - Providing a Single Interface for the resolution - Breaking the inflexibility of current processes - Getting a 360◦ view on the Process Handling and associated SLAs - Increasing Advisors Satisfaction and Autonomy - Increasing Supervisor Visibility and Control - Give agents visibility into other Tasks or People associated with their immediate work
Different Genesys partners can deliver the DCM component of this Use-Case. While we can integrate with many DCM partners this use case focuses on Eccentex DCM and Appbase offering. As such, to illustrate this Use Case and make it more tangible, we have provided technical information coming from the Eccentex Platform (in a future release of these Use Case we will introduce technical detail coming from other vendors). If you are interested in another Case Management Solution Providers, Genesys account team will help you to get in contact with our Genesys solution leads. The Genesys Dynamics Case Management solution can be provided in the cloud, on-premise or in a hybrid model. DCM brings the omni-process concept, allowing to integrate data and tools into a single user interface. This allows agents and advisors to work on a single application, instead of having to switch from one application to another, to resolve Cases. In the background, DCM orchestrated the flow of information, ensuring that the required information is provided to the agents/advisors at the right time and replicate the new input in the relevant back-end Systems. This Use-Case is applicable for Genesys Engage on-premises. |
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Head of Customer Experience, Head of Operations, Head of Business Units | Consistent | N/A | Cloud: NO
• Hybrid/Hosted capabilities only |
Premise: YES Capabilities Assumption: |
Case creation
1. Via a web form on a public or internal website. By completing this form, a web service call is triggered which will create a new case in DCM via its open API. 2. Via DCM user interface. An Advisor or Expert can create a new case manually. This method can be used if email or voice channels are used. The Advisor (agent) who handles the call or email will manually create a new case. see: 3. Via the Smart API. This allows the creation of Cases by other backend systems. |
Simple Distribution This Use Case only comes with a straightforward distribution logic, where tasks are sent to work bins and it is up to the Employees and Experts to ensure they are processing the tasks in accordance to the expectations of the company they are working for. Advisors need to pull tasks from their associated workbin(s). The escalation monitoring part of the process will ensure tasks are processed in due time, by sending at-risk tasks to experts. This Use Case also foresee the fact that the supervisor can assign tasks from team workbins to one of their Employees workbin. NB: this manual assignment is not foreseen in the escalation part of the process. So, each escalation expert is supposed to pick tasks from the escalation workbin(s) (see escalation Process Part for more info).
The advance distribution can only be implemented if one of the optional Workload Management distribution Use-Case has been selected and is deployed at the same time as this DCM Use Case. In this section, we will only highlight some of the benefits of combining this Use Case with a workload distribution Use Case:
To get more information on these High-level benefits, please refer to the Workload Management distribution Use Cases (the Workload management Use-Case: BO02; BO03 and SL05). Besides this, we also need to mention the following benefit of combining Use Cases:
As distribution will take into account additional parameters (Like for instance Language and Case_Type), it is not needed to multiply the number of target groups to support the different possibilities. For example: Enterprises will no longer need to foresee different target groups for all the languages and/or segments you are supporting for a specific case type. The routing engine will take to take into consideration the Skills (Languages, Segments...) and proficiency levels of the advisors in the task distribution.
Advisor Case handling Simple Case Handling environment The Eccentex platform comes with its own Advisor environment, where Employees can review and manage the tasks to which they are assigned to. With access rules, it is possible to provide the right visibility and capabilities to each of the people involved in the handling of the case. Advanced Case Handling environment. If a Workload Management Use Case will be deployed with this BO11 Use Case, beyond the additional routing and distribution capabilities, new capabilities will also be provided to the Employees. With the Workload Management Use Case, an Advisor(Agent) toolbar will be provided. With the toolbar, Employees will be able to easily login and put them self in the desired mode (for instance selecting their login status and ready state, communicate with colleagues...). They will also be able to interact with customers easily if some communication channels are available. Once they receive new tasks, they can get preview information and contextual information to provide enhanced customer experience. Note that all Standard Case Handling capabilities will be kept unchanged as the Eccentex DCM interface will appear in a frame of the Advisor/Agent toolbar like show in the below example. Escalation Process Escalation criteria The following escalation criteria are foreseen in this Use Case:
Detail escalation process Once a task has been escalated, it will always follow the same escalation path. The target escalation expert group can be determined based on the case type.
Once one of the escalation criteria has been met, the associated task will be escalated, and the task will be sent to the escalation target. The experts associated with this target will then receive the escalation in their inbox and will be responsible for handling it as quickly as possible. Supervisors will be able to monitor the tasks (Normal and Escalated) through the reporting interface, based on the input they will be able to assign or remove additional Employees or experts. They will also be able to change the task's Targets and OLA/SLA. Live notifications At several steps in the process, notifications can be activated. The activation of the different notifications can be done based on the Case type. Administrators and/or supervisors can alter the content of the notification messages. Assuming several notification channels are available, the selection of the notification channel can be done based on case type (communication channels will not be delivered in the scope of this Use Case).
The message will be the same for all case types, but the message will support the following variable information:
Other variables coming from the Case creation forms (Maximum of 20 fields. This is not a technical limitation, for more than 20 fields, additional PS effort is required.) Example of variables that could be captured in the creation form:
Example of Message: Dear , With this email, we want to confirm you that an ACME ticket has been created for your request < Case_Creation_Date> at < Case_ Creation_Time>. The related identifier for your ticket is the following . You will get an answer from us in the timeframe. Best regards The ACME Company Portal Case status dashboard frame This Use Case can also come with case status dashboard for the customer, this is only applicable if the customer has been identified during the case creation and if the company is providing personalized portal capabilities to their customers. In this case, the DCM platform can provide a Web dashboard with all the cases associated to this customer as well as the status of these cases. Any combination of the Case _Variables and Case Creation Variables can be presented in this dashboard. Case_ID; Case_Status ; Case_Type; Case_SLA.... Note that the integration of this Case status Dashboard in the existing company portal is not covered in the scope of this use-case. This integration can be done or by customer resources or partner resources. CRM-Light- customer profile storing The DCM Platform comes with an out of the box CRM Light capability. It allows the storing of customer profile data, which can be used in this case management process (like customer search, case report based on the customer). In the scope of this Use case, it is foreseen toa allow the addition of up to 5 fields to the default Customer profile data template (additional field can be added but this will be subject to a separated quote). |
N/A | Agents must have the following capabilities:
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Genesys Pulse enables at-a-glance views of real-time contact center statistics through dashboards and wallboards. Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables. The reports provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations. Genesys Pulse provides templates for the most popular reports. You can use these templates to add report widgets to your dashboards quickly. See Standard Report Templates for more information. |
Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that you can use assess case volumes and statistics. Some of the most relevant reports include:
For more information about Genesys CX Insights, see Genesys CX Insights 9.0 User's Guide. For information about customizing reports using attached data: Using Attached Data. |
This Use-Case does not include any system integration. The case submission web form and web dashboard (provided in scope of this Use-Case) will not be integrated into the existing web environment of the customer. On request of the customer, this integration could be done by Genesys resources, but this will be subject to a separate quote by Professional Service. Customer may also choose to realize this integration with its own or partner resources. The customer should provide the communication channel(s) for the customer notification (like Email, SMS and notification gateways). If relevant, notification channel(s) are available, the Use-Case supported the following notification types:
Note that Genesys can provide, in option additional routing capabilities for this notification channels (see Use Case interdependencies section for more info). This Use-Case foresees only:
If additional Submission form(s), case dashboard(s) and/or cases process are requested they can be purchased as add-ons to this Use-Case. Cases can be routed up to 5 different target group(s) of Employees plus one escalation group. (If additional groups of Employees are required they can be purchased as add-ons to this Use-Case). The numbers of Employees and Supervisors are unlimited, but each agent and supervisor should be equipped with a valid license. The maximum number of information fields requested in the Case creation (Web form or agent creation form) is limited to 20. Each of these fields can be made mandatory or not and can be submitted to classical format verification (example: date format, drop-down list, membership number format…). Not that format validation should happen in DCM, as integration to external systems is out of scope of this Use-Case. Note that Complex field validation algorithm can be supported but, in this case, the algorithm should be provided by the customer. This part of the code remains under the responsibility of the customer. Document or photo upload is supported by default in this Use-Case, so advisors and Customer can attach digital document to the case. DCM can also provide advance capbilities in this areas wich are out og scope of this Use Case like; document scanning, indexing, Image editing, Format changed. This can be added to the customer implementation but will be subject to a separate quote by professional service. If required, this could be delivered as an add-on to this Use-Case (this might also require additional licenses purchase). No data upload is foreseen to populate the CRM light information (this can be done or by the customer or by Professional Service but is subject to a separate quote). Use Case Interdependencies This use case can be sold as standalone. However, it is recommended to sell it with one of the Workload Management Use Cases. See table below to review the compatibility and the availability of the Workload Management Use Case.
As stated earlier in this document, this Use-Case support Notifications via Email, SMS and Mobile Notifications. It is, however, the responsibility of the customer to Provide access to the relevant Gateways ( Email; SMS; Mobile Notification). If direct communication is required between the Customer and the Case Worker, it is recommended to select the relevant additional Genesys Use Cases to orchestrate the communication channels. This will ensure that:
and many more capabilities, depending on the additional Use-Cases selected. Please find below a list of possible use cases for the different platform.
Note that this list is here only for the indicative purpose, contact your account team to get the list of relevant use cases for your configuration. |
N/A | BO02 • BO03 | CE01 • CE03 • CE09 • CE11 • CE12 • CE16 • CE18 • CE19 • CE20 • CE22 • CE27 • CE34 | V 1.0.2 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE01 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE01 | Connect a Voice Interaction to the Right Resource | GenesysEngage-onpremises | Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition. To achieve this experience, they need customizable software to fit complex rules, distributed using skills-based routing while automaticity capturing each call disposition for analysis. When companies enable call routing within their Genesys environments, benefits can include: |
Customer wants to contact the company for a specific service or for further information around a product or offer and then calls the company. The system performs hours of operation, special day, and emergency checks, and then plays corresponding messages. The customer selects an option from a menu (prompt and collect) that maps to an agent skill expression. If no agents are available, the target expands to include an additional agent skill or skill-level before routing to an optional overflow number. After the initial implementation, customers can enhance the service with more Genesys routing capabilities. |
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Chief Marketing Officer, Business Analyst, IT Administrator |
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Consistent | CIM • CIM (HA) • Interaction Workspace • Genesys Infomart • Genesys Infomart - HA (optional) • Genesys Interactive Insights • SIP Interaction • SIP Interaction HA (optional) • GVP • GVP HA (optional) • SIP Business Continuity (Optional) • ASR and TTS (Optional) | This use case is available in the Cloud | Capabilities Assumption:This use case can be addressed utilizing SIP qualification and Parking OR can be delivered using GVP solution. | This chapter describes the business logic and business rules which drive the decisions made by the Genesys system within the business & routing flow above described in the chapters above, i.e. the parameters used by Genesys to drive routing decisions and how these are configured. These parameters allow the user to configure a number of operational parameters related to routing logic, including the target skills for each menu option, priority tuning, timers and overflows.Some parameters are only available at DNIS / Route Point level. These are either needed only once at the beginning of the call flow (e.g. greeting message) or will be used across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS / Route Point level (to be used if no call steering has been activated) and at the level of the choice of a specific touch point. The following tables illustrate example parameters which may be configured through Genesys configuration tools. Parameters to configure Service Line AnnouncementsThe following parameters can be configured by service line:
Parameters to define the Call Steering / DTMF MenusThe use case allows users to define Menu options externally through parameters, thereby simplifying the flow. Based on the menu options chosen, corresponding caller segmentation can be done by this context. Up to 4 levels of DTMF menus can be configured with maximally 9 different sub-options for each choice in the previous level. The combination of choices of the customer within the DTMF menu will determine the service requested and the agent skill required to best satisfy this request. This possibility provides highest flexibility to adapt the use case to a specific company requirement, but it is generally not recommended to use all available levels and number of menu choices to not provide a bad customer experience via a complicated and lengthy DTMF menu. Distribution ParametersThe following list of parameters define the behaviour of the distribution logic. These parameters can be configured per combination of possible DTMF choices in the Call Steering.
The skill expression to define the target is defined by a combination of skill(s) and skill levels. Best practice is to use the same skill(s) with decreased skill level in subsequent targets to gradually expand the pool of agents after each timeout, rather than using a different skill.Priority tuning is configured via the following parameters:
Reporting ParametersThe following five business parameters represent reporting categories and are completely customizable to your business model. You can assign different combinations of these parameters to each of your Inbound and Distribution parameter groups, to distinguish them in reporting and enable you to identify the unique properties of the parameter group.
Audio ResourcesThe following audio resources are configurable by service line:
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General distribution functionality The distribution logic will include the following functionality:
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N/A | Agent Workspace provides a suite of out-of-the-box and configurable features to enable you to maximize routing:
If Skype for Business Platform is used for Inbound call (option), agents must use Workspace Desktop Edition integrated with Skype for Business endpoint. |
Genesys Pulse enables at-a-glance views of real-time contact center statistics through dashboards and wallboards. Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations. Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboard. The following Genesys Pulse standard reports are particularly relevant for this use case:
See Standard Report Templates for more information. |
Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case. The metrics and attributes in these reports measure and filter Info Mart data based on interaction-related activities conducted by active agents, on the agent queue(s) through which customer interactions pass, and on Business Attributes attached data, and enable you to examine low-level interaction details, including handling attempts, flow, and transfers. Some of the most relevant reports include:
For more information about the Genesys CX Insights reports, see Genesys CX Insights 9.0 User's Guide. |
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UseCases/Current/GenesysEngage-onpremises/CE02 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE02 | GenesysEngage-onpremises | This functional use case has been created to enable companies to use Advanced Genesys Routing capabilities to improve customer experience by routing voice interactions to the best fit agent based on the type of request and customer context. The ability to recognize repeat customers is a very common scenario. Detailed routing behavior is driven by configuration parameters and rules, therefore providing a highly flexible framework to adapt to specific organization needs. The base logic is based on experience and best practices from previous implementations and therefore enables the organization to use best practice scenarios to enable fast realization of benefits. | A customer call is qualified within the IVR. The customer is identified and authenticated (if needed) within the IVR menu (not part of this use case). The customer ID is used to retrieve context data on the customer from Genesys Context Services. Based on his choices within the IVR and on the context data, he is routed to the best agent able to serve his request and potentially additional services, e.g. to realize up-sell potential. All relevant context information is displayed to the agent to enable high-quality service delivery. Providing the ability to recognize customers in all touch points and channels, orchestrating the interactions; enabling the agent to see the context to better serve the customer and being able to match callers with the same agent with whom they previously spoke are ways to deliver an excellent customer experience. The logic of this use case is business rules driven and therefore flexible to changing needs and business environments. |
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Defined | CIM • CIM (HA) • Interaction Workspace • Genesys Infomart • Genesys Infomart - HA (optional) • Genesys Interactive Insights • SIP Interaction • SIP Interaction HA (optional) • SIP Business Continuity (Optional) • SIP Qualification & Parking • SIP Qualification and Parking HA (Optional) • GVP • GVP HA (optional) • ASR and TTS (Optional) • Conversation Manager • Intelligent Automation Omnichannel Self-Service (Optional • Intelligent Automation Omnichannel Self-Service - HA (Optional) | Capabilities Assumption:
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Emergency Check Emergency mode activation is enabled at three levels: Global, Service (Type of Request) and Queue. The emergency mode is not only checked at the beginning of a call, but is constantly monitored during call queuing. If an emergency flag is set for a queued call, the corresponding emergency announcement is played, and the configured action applies to the call (disconnect or deflect to another number within or external to Genesys).
EWT Announcements Announcement of Expected Wait Time to customers is handled based on predefined recordings. It is a good practice to announce expected wait times approximately to not jeopardize customer expectation. Six thresholds are configured which can trigger different announcements. Default values are: 60, 120, 180, 300, 600 and 1200 seconds. The announcement text should match the threshold. Last Agent Routing The last agent(s) a customer spoke to is stored within Context Services (part of Universal Contact History) including the base skill which was required for the corresponding service. When a customer calls the contact center for the same service and Last Agent Routing is enabled, Genesys checks in Context Services for a recent contact, not older than a configurable threshold, handled by an agent with the required skill. The corresponding agent is used for Last Agent Routing.
Busy Treatment Messages and Music are played for queuing calls. It is possible to configure up to six messages with music treatment in between. The first two messages and associated music treatments are played once, the remaining 4 messages and music treatments are looped until the call is answered or abandoned. Skill Model Skill typesThe skill model, used for distribution, is based on three logically different skill types which define attributes and knowledge of the agents:
Basic skill This skill is required to handle a specific type of request or service. One basic skill is required for each call for the distribution of calls to agents. Language skill This skill type determines the language in which a call shall be answered. The requested language is provided via the IVR. If no language is provided, a default language is used. One language skill is required for the distribution of calls to agents. Supplementary skill Genesys Routing utilizes supplementary skills for enhanced routing logic and personalization. Supplementary skills are defined by customer specific context data.
Skill level Each agent has one or more skills associated to their profile and a skill level associated to each base skill, referred to in this document as proficiencies. The skill level is used to define primary, secondary and tertiary targets within the routing logic described in section "Targeting". The targets are defined as follows:
N, M, and P are configurable based on request type and customer context. Priority Model Different priorities are set for calls according to business value of the type of request. If priorities are set and an agent becomes available, Genesys distributes the call with the highest priority matching the agent's skills. This is specifically relevant if the agent can receive interactions for different types of request. The priority of a call is increased over time to make sure that low-priority calls are still distributed to an agent after a potential longer waiting time (priority tuning). Priority tuning is configured via the following parameters:
These values are configurable by type of request and by customer context.
Transfer The agents can transfer calls to defined internal agent groups or business lines (route points). The routing logic defined for these route points is similar to the routing logic defined above (without initial announcements). Only transfer route points are visible to the agent in WDE. Additional functionality
Context Service Data Customer Context is stored within Genesys Context Service as part of the Universal Customer History Server. The data is provided by the organization. A regular update process has to be set up. Instructions to map the organization's specific data with the data stored in Genesys need to be determined. The following data scheme provides flexibility to map specific organizational data with data to be used within Genesys. The data is used for routing rules or for display of the agent workspace. Context data related to a list is only used if the time and date of the call is within the List Stop and List Start data. The following table shows the available data and how these are used:
Parameters available per type of request / service The following lists the business parameters which are configurable by service. These are configured by Genesys Administrator Extension. Please note that the list is not exhaustive as additional parameters for technical settings might be required. It also does not reflect the technical realization and naming conventions to be used. Also some of the parameters are combined for ease of readability. The list is intended for business readers to give an overview of the flexibility in the configuration of the routing logic:
Parameters available per customer context and type of request / service The following lists the business parameters which are configurable by service and customer context. Default values for these parameters are configured by Genesys Administrator Extension per service. These base parameters are overwritten by parameters defined by rules using additionally the customer context. These rules are configured in Genesys Rules Engine. Please note that the list is not exhaustive as additional parameters for technical settings might be required. It also does not reflect the technical realization and naming conventions to be used. The list is intended to give business users an overview of the flexibility in the configuration of the routing logic:
Reporting Parameters The following five business parameters represent reporting categories and are completely customizable to your business model. You can assign different combinations of these parameters to each of your Inbound and Distribution parameter groups, to distinguish them in reporting and enable you to identify the unique properties of the parameter group.
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Call Qualification & Customer Identification (outside of scope of this use case) As a prerequisite for this use case call qualification and customer identification is handled by an IVR application upfront of the start of this use cases. This IVR application is outside the scope of this use case.Use case CE7 - Effective Identification & Validation in IVR can be used for this functionality.
This input is used to determine the parameters for the specific customer call.
"Type of request/service" is the mapping of a customer call to his need by using an IVR prequalification like DTMF menu. Therefore it may be more granular than a published service number for the contact center, or a department within the contact center (e.g. Sales, Billing). The latter is sometimes also referred as service within some organizations. However, in this document, "service" is used interchangeably with "type of request" and referring to the more granular definition. |
N/A | Context Data When a call is distributed to an agent the following data is displayed:
Call Outcome / Disposition Code If a lead is presented to an agent, the outcome can be classified within Agent Workspace. The outcome includes information about whether the lead has been actioned. Lead actioned data is stored in Context Services to prevent the interaction from being directed to an agent again. Additionally, the call outcome is used for reporting. Many different call outcomes / disposition codes can be configured. ID&V Agents can handle manual Identification and (optionally) Verification if required for the specific customer request. ID&V is handled in an application outside of Genesys. However, it is possible for the agent to update the ID&V status of the call. In this case, the call data is updated and if the customer has not been identified before, the customer-related data from context services is retrieved and displayed to the agent. See also section “Conversation”. General Requirements |
Genesys Pulse is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, interactions handled, and the average handle time. With Pulse you can:
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Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that you can use assess the routing and handling of interactions. Some of the most relevant reports that are useful to measure the effectiveness of the engagement rules and efficiency of the use case include:
For more information about Genesys CX Insights, see the Genesys CX Insights 9.0 User's Guide. |
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CE07 | This use case is not supported in Cloud. | version 1.1.4 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE03 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE03 | GenesysEngage-onpremises | This use case enables companies to improve customer experience by providing wait time information and callback functionality. Dynamic treatment can be applied to transfers, playing different messages and providing different customer experiences based on the length of the wait. Businesses can specify wait time thresholds and, using reporting, monitor and quickly adjust the outcome if required. | No one likes to wait on hold. When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent exceeds a specified configurable threshold, they are presented with the option to receive a callback, either as soon as possible or at a scheduled future time. Different treatment can be applied and a different message presented based on the length of the wait. |
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Consistent | Genesys Callback • GVP • GVP HA (optional) • ASR and TTS • Conversation Manager • Intelligent Automation Omnichannel Self-Service • Intelligent Automation Omnichannel Self-Service - HA (Optional) | Capabilities Assumption:
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Capabilities Assumption:
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These business rules drive the decisions made by the system.Callback OfferThe system verifies the estimated queue wait time for the type of request before transferring a call. The returned wait time is checked against the system configurable setting:
The business can configure the thresholds and messages played for various queues. Register Scheduled CallbackPotential time slots for scheduled callback include these options:
CallbackConfigurable voice prompts for announcements / treatments for the callback:
These parameters are configurable for each type of request. The type of request is determined by the point in the IVR where transition from self-service to assisted service is required. It is defined by the Speech Application using this callback functionality. |
Distributing transfer calls to agentsThis functionality is handled by one of the prerequisite use cases, which transfers the call to an existing queue for inbound voice routing. Distributing callback requests to agentsThe minimum functionality for distributing a callback generated from the IVR to agents includes:
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N/A | Full inbound Voice Call handling features:
Callback interface includes:
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Callback-related reporting Minimum functionality includes:
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Leverage standard out of the box Call Back reports in CX Insights. UseCallback Summary Reportfor detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly thirty metrics, including:
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Preconditions This use case contains only the functionality described above, which can be integrated with existing voice (self-service) applications.
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CE01 • CE02 | No results | v 1.1.5 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE07 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE07 | GenesysEngage-onpremises | In most IVR applications, customers call into companies, such as their credit card company, bank, or cable company, and must manually identify themselves. If the call goes to an agent, customers normally need to identify themselves again to the agent. This is frustrating and time consuming for callers. IVR systems can and should contain self-service to identify the customer automatically based on their caller ID, and this information should then be used throughout the call flow for progressive identification and verification (ID&V), passed as context to a visual session or passed to an agent. This makes customers feel that they want to do business with the company, as their identity is proactively recognized and maintained. For example, as soon as the call connects, a data dip should be completed to identify the customer based on their caller ID. The IVR application can then configure logic to greet the caller by name, skip identification for new self-services within the same call, or skip identification or verification if they move to a visual IVR. | The IVR system proactively identifies the caller at the beginning of the call. The IVR then asks the caller to identify themselves by entering information to verify their identity. Depending on the business logic configured in the Control Center, the system routes the caller to self-service in the IVR, a main menu, or an agent. If the customer needs to go through another self-service option, the customer's ID&V status persists. This ID&V status also persists if they transfer to a visual IVR and continue their journey there. Finally, if the caller transfers from the IVR to an agent, the system displays the data captured by the IVR to the agent, providing a better experience for both the caller and agent. |
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Consistent | CIM • CIM (HA) • Genesys Voice Platform (incl add'l capability) • Genesys Voice Platform (incl add'l capability) - HA (Optional) • Intelligent Automation Omnichannel Self-Service • Intelligent Automation Omnichannel Self-Service - HA (Optional) • Genesys Infomart (Optional) • Genesys Infomart - HA (Optional) • Genesys Interactive Insights (Optional) • SIP Interaction • SIP Interaction HA (optional) • SIP Business Continuity (Optional) • Interaction Workspace (Optional) | Capabilities Assumption:
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Capabilities Assumption:
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You can define business logic to govern the ID mechanism, next steps, and voice prompts.Customer identification by ANI / CLIStep 3 in the flow above can be enabled or disabled depending on specific customer requirements. If this step is disabled, the flow will always ask for a customer identifier (for example customer ID, account number, or tracking number). This parameter can be set per company service line. Configuration to define the next stepsAfter Identification and Verification has been performed successfully, the call will be transferred to the next step of the overall callflow. This might be an agent assisted service, a self-service application or an IVR menu. This parameter can be set per company service line. Progressive ID&V: Configuration to define preceding authentication question(s) - Configuration can be set from within the ID&V module to give the business user control on the order of authentication questions. The configuration of other ID&V modules that contain these questions are out of scope for this use case. Omnichannel ID&V: Passing of ID&V token - This authentication use case can be configured to pass an ID&V token from IVR to a visual IVR, so a customer can continue their journey on visual IVR if previously identified. General: Voice PromptsThe customer can flexibly change all voice prompts within this flow. |
N/A | N/A | Only available if this use case is used in conjunction with the Genesys Personalized Routing (CE02) for Genesys Engage on premises:
Customer identifier and name will be displayed to the agent as well (if available). |
Users with appropriate permissions are able to follow the interaction journey throughout the IVR. Each step of the IVR process the caller enters (and after, if going to a user or to queue), is identified with time-stamps. | Intelligent Automation offers a suite of internal reports details below: Dashboard
Prebuilt Reports
Customer Journeys
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The use case is supported for Cloud, Premise and Platform as a Service (IVR PaaS) .
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CE02 | 526149198 | v 1.1.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE09 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE09 | GenesysEngage-onpremises | IVRs have historically been designed to maximize the containment of callers to reduce staffing costs associated with increased call volume, often without a careful assessment of customer experience. This has led to deep and complex IVR menu trees that frustrate customers, create an undesirable customer experience, and result in high opt-out rates. IVR personalization addresses the following:
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This functional use case offers several types of personalization:
These types of personalization can lead to an increase in self-service rates. They can also improve customer experience by shortening the time spent on the IVR or bypassing self-service based on the context of the customer’s call. The context to drive this personalization can be retrieved from native or from third-party data sources. Personalized IVR can also update customer context so that this information is available across other channels. |
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Defined | No sellable items • Please reference prerequisits |
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Capabilities Assumption:
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This use case is supported by industry templates that contain examples of personalized treatments using built-in variables or external variables. See below for a sample list of these variables. Personalized treatments are confirmed during design.Built-in Variables
External VariablesIn addition to the built-in variables described in the previous section, the rules can use additional customer variables:
Business RulesBusiness rules are applied to the variables to see how they compare to the value. The outcome of the business rule determines which personalized treatment applies. Business rules consist of logical comparisons of one variable with predefined values. Examples include:
Multiple logical conditions can be combined within one business rule so that the treatment is applied only if all conditions are met. There is also the option to apply the treatment if any of the conditions are met. Examples for business rules:
The list below defines the possible options for comparison:
Multiple RulesMultiple rules can be added to the business logic for personalized routing so that many different personalized treatments can be handled within the same call flow. |
N/A | N/A | N/A | The Genesys solution provides KPIs indicating the number of times a specific business rule has been used | Intelligent Automation offers a suite of internal reports details below: Dashboard
Prebuilt Reports
Customer Journeys
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External variables require customer integration into a third-party system. We assume that this data can be accessed using a web service. | CE07 | CE01 • CE01-S4B • CE02 | v 1.1.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE10 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE10 | GenesysEngage-onpremises | Voice self-service interactions have limitations, especially when it comes to handling multi-step tasks or complex inputs such as alphanumeric characters or email addresses. With the adoption of smartphones, we now have the ability to present callers a visual means to complete their task or complement their voice interaction.The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business.
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The customer can choose a voice or visual channel to navigate the call, as both channels are simultaneously active during the session. The IVR application remains active on the voice channel and reads the textual elements of the visual interface. The Visual IVR can present menus, messages, and self-service tasks. Context is maintained between voice and visual channels. This is ideal when a customer must enter a complex input or view a complex output. Effectively the voice channel is not convenient for capturing complex information, such as addresses, postal codes, email addresses, or alphanumeric tracking numbers. The Visual IVR ensures accurate, first-time resolution, avoiding customer frustration or escalations. During the visual interaction, the IVR actively disables the voice input to avoid background noise interfering on the voice channel. |
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Differentiated | CIM • CIM HA (Optional) • Genesys Intelligent Automation Omnichannel Self-Service • Genesys Intelligent Automation Omnichannel Self-Service - HA (Optional) • Genesys Voice Platform (incl add'l capability) • Genesys Voice Platform (incl add'l capability) - HA (Optional) • AIModule for ASR (Optional) • AIModule for ASR - HA (Optional) • AIModule for TTS (Optional) • AIModule for TTS - HA (Optional) • Genesys Infomart (Optional) • Genesys Infomart - HA (Optional) • Genesys Interactive Insights (Optional) • SIP Interaction • SIP Interaction - HA (Optional) • SIP Business Continuity (Optional) • Interaction Workspace (Optional) |
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Capabilities Assumption:
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Is Visual IVR required?The need for Visual IVR is determined by specific business rules within the Genesys Intelligent Automation IVR application. Voice prompts and input optionsAll voice prompts and menu options within this flow can be flexibly changed by the customer. |
N/A | The visual interaction is displayed in a mobile web browser. Adjustments to a CSS within Genesys Intelligent Automation can fulfill company style guide requirements. An example CSS style guide will be provided. Customization of CSS by Genesys is out of scope. |
N/A | Real-time reporting is not supported for Visual IVR. | Intelligent Automation offers a suite of internal reports details below: Dashboard
Prebuilt Reports
Customer Journeys
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UseCases/Current/GenesysEngage-onpremises/CE11 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE11 | Genesys Outbound Dialer | GenesysEngage-onpremises | A company needs to make outbound calls to initiate contact with its customers based on specific business rules for sales, marketing, care, or collections. This use case describes the ability to configure and execute outbound dialing campaigns – both automated and agent-assisted – based on customer-provided contact list(s). Generating new business and upselling existing customers is a critical part of any business. Sales and marketing organizations are challenged with improving the efficiency of their team members; increasing reach, contact rates, response rates, and revenue; and complying with industry regulations. Happier Agents
Happier Legal Team
Improved Effectiveness / Higher Return on Investment
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The Genesys system supports both agent-assisted and automated outbound calling campaigns using dialer and outbound IVR channels. Dialer calls can be made in predictive, progressive, preview (Push/Pull), Outbound IVR modes (Power/Fixed, Predictive, Progressive), or manual mode. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, contact phone number, and contact reason. Delivery results are recorded in the system to feed into reports. Sales and lead development reps are manually dialing customers and prospects for sales and marketing purposes, which is expensive and wastes time. Companies are managing communication in silos and don't have an integrated, outbound dialing campaign. All companies must follow industry regulations and manage for compliance risk. |
If Email and SMS channels are required, please contact Mike Davies (PM). |
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Consistent | Capabilities Assumption:
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Parameters and Business RulesBL1:Contact Records – Batch UploadContact records are batch uploaded, as configured by the customer administrator or Genesys PS based on the goals of the customer and the source of the contact. There is no limit to the number of contacts. Channel Type – Dialer or Automated Outbound IVRCustomers can choose which channels to use in their campaigns: Dialer (agent-assisted) or Outbound IVR (automated). Channels are configured by the Customer Admin or Genesys PS prior to the list being uploaded. The Customer identifies the message content (or message template) for automated outbound calls. Campaign SettingsThe customer administrator or Genesys PS can configure various campaign settings: start/stop timing, frequency of contact per consumer, contact strategy, mobile filtering treatments, answering machine delivery options, connect to agent options, and assigned agent group. Dialer Mode– Predictive, Progressive, PreviewCustomers can choose to run dialer campaigns using Preview, Progressive, and/or Predictive modes, configured by the customer administrator or Genesys PS. Answering Machine DetectionGenesys PS can tune aspects of the configuration such as listening for speech or tones, as well as the length of silence between phrases. Customers can choose whether to disconnect or to play a message when an answering machine is detected. BL2PersonalizationFor Outbound IVR, the message or script may contain personalized information from a third-party or customer database, to be provided by the customer along with the list. The audio file is also provided by the customer. |
DR1Outbound IVR - Connect to Agent OptionTo enable transfer to an agent, option 1 requires the implementation of Genesys Call Routing (CE01). Option 2 connects through the customer's non-Genesys contact center. Calls are routed to a phone number provided by the customer. |
N/A |
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Genesys Pulse enables at-a-glance views of real-time contact center statistics through dashboards and wallboards. Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations. Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboards. The following Genesys Pulse standard reports are particularly relevant for this use case:
See Standard Report Templates for more information. |
Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that track agent occupancy, routing, handling, an disposition of interactions, and analyze the effectiveness of outbound campaigns and contact lists. Some of the most relevant reports include:
For more information about the Genesys CX Insights reports, see the Genesys CX Insights 9.0 User's Guide. Reports most relevant to this use case are found in the Agents, Outbound Contact, and Detail folders. |
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CE01 | 2.1.4 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE12 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE12 | GenesysEngage-onpremises | Consumers want businesses to send them proactive notifications when that information is personalized, timely, and relevant. The text messaging channel is an efficient, quick way to notify customers of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Many companies struggle with adding the SMS channel to their outbound notification strategy for marketing, care, or collections. This use case describes the ability to configure and execute outbound SMS campaigns based on customer-provided contact lists. | This use case enables companies to proactively send customers notifications using SMS for marketing, care, or collections. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, mobile phone number, and contact reason. Delivery results are recorded in the system to feed into reports. Outbound SMS notification examples include:
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Consistent | CIM • CIM (HA) • Workspace • Genesys Infomart • Genesys Infomart - HA (optional) • Genesys Interactive Insights • Genesys SMS • Genesys Content Analyzer • Outbound • Proactive Contact • Genesys Outbound Preview | N/A | Capabilities Assumption:
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Capabilities Assumption:
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Contact RecordsThe customer is responsible for the preparation and loading of calling lists into the outbound solution via Genesys Administrator. The design, development, and usage of any custom method for uploading calling lists into the outbound solution (via API, for example) is the responsibility of the customer. Campaign SettingsOne campaign is configured within the system. Customer Admin or Genesys PS can configure campaign settings such as start/stop timing and interaction design. Text Message Content TemplateOne template is used for compiling the SMS message. The wording of the SMS message can be personalized using calling list data. |
N/A | N/A | N/A | Pulse, a Genesys Administrator Extension (GAX) plug-in application, shows the campaign event, but SMS statistics do not populate. Reporting for SMS can only be viewed through the calling list. The call_result field is populated with the value "answer", which represents the SMS being sent. There are no additional call_result values to represent an SMS being delivered or not delivered. |
Similar to real-time reporting, the calling list can be exported to show the SMS records sent. There are no additional call_result values to represent an SMS being delivered or not delivered. Reporting is very limited and it is not available in GI2 and GCXI. |
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UseCases/Current/GenesysEngage-onpremises/CE13 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE13 | Genesys Omnichannel Notifications | GenesysEngage-onpremises | Generating new business and upselling existing customers is a critical part of any business. Sales and marketing organizations are challenged with improving the efficiency of their team members; increasing reach, contact rates, response rates, and revenue; and complying with industry regulations. According to Forbes, 87% of consumers want to be proactively contacted by companies with relevant information. Many organizations struggle with keeping customers informed in a timely and personalized manner across multiple channels, which is frustrating for customers and costly for companies. Companies are not deflecting avoidable and low-value inbound calls, resulting in higher agent costs and lower customer and employee satisfaction. Channels are being managed in silos because companies don't have an integrated, multi-channel outbound platform. And companies often struggle to stay within industry regulations and manage for compliance risk as it relates to outbound communications. This use case enables companies to implement multi-channel outbound campaigns across voice, SMS, and email to improve the efficiency of their staff while increasing reach, contact rates, response rates, and revenue. Current State Pain Points
Ideal State
Happier Agents
Happier Legal Team
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The Genesys system supports agent-assisted and automated outbound communications across channels including Dialer, Outbound IVR, SMS, and Email. Customers tell Genesys which consumers they want to contact through which channels. Companies can blend contact strategies (cloud only) and escalate outreach attempts from automated to agent-assisted calls. Dialer calls can be made in predictive, progressive, preview, or manual mode. The company contacts the customers based a provided list provided to Genesys. The list contains information on the requested channels and collections rules, that are used to decide how to contact the customer. The customer is offered the option to switch channels based on their need, specific moment, location, etc. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, phone number or email, and contact reason. Delivery results are recorded in the system to feed into reports.
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Defined | Capabilities Assumption:
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This use case is not available in Premise environment, position CE11, CE12 for Dialer and SMS in Premise and for Outbound Email please contact PS for Outbound Email without channel escalation quote. | BL1Contact Records – Batch Uploaded or Added On-DemandContact records are either batch uploaded or added on-demand via API. An API integration would be configured by the Customer Admin or Genesys PS based on the goals of the customer and the source of the contact. The integration would be completed before the list is uploaded or contacts are added on-demand. There is no limit on number of contacts. Channel Type – Dialer, Outbound IVR, SMS, or EmailThe customer can choose which channels to use in their campaigns – Dialer (agent-assisted), Outbound IVR, SMS, and/or Email. The channel configuration is done by the Customer Admin or Genesys PS before the list being uploaded. The Customer identifies the message content (or message template) per channel. Campaign SettingsThe customer Admin or Genesys PS can configure various campaign settings: start/stop timing, frequency of contact per consumer, contact pass strategy by channel, mobile vs. landline filtering treatments, answering machine detection tuning, opt-out options, connect to agent options, and assigned agent group. Dialer Mode - Predictive, Progressive, PreviewThe customer can choose to run dialer campaigns using Preview, Progressive, and/or Predictive modes. The modes are configured by the Customer Admin or Genesys PS. Answering Machine DetectionGenesys PS can tune aspects of the configuration such as listening for speech or tones, and the length of silence between phrases. The customer can choose whether to disconnect or to play a message when an answering machine is detected. BL2PersonalizationFor Outbound IVR, SMS, and Email, the content of the message/script may contain personalized information from a third-party or customer database provided by the customer. Text Message Content TemplateOne template is used for compiling the SMS and Email messages. The template can be personalized with specific customer-defined fields (such as customer name) from a third-party or customer database provided by the customer. BL3Suppression ListsSuppression lists should include customers who have opted out of previous campaigns and a country-specific Do-Not-Contact list (if applicable). When a consumer opts out of a campaign, they should be added to a suppression list. Customers can also upload another suppression list or add an individual to an existing suppression list. These suppression lists can then be applied to future campaigns at the campaign level or at the overall account level. They can be optional or mandatory for each future campaign, as configured by the Admin. BL4Standard SMS KeywordsIt is possible to configure multiple keywords to detect an opt-out (STOP) or help request. Standard keywords include STOP and HELP and variations including: END, QUIT, CANCEL, UNSUBSCRIBE, OPTOUT, NO, STOPALL, STOP ALL, HLEP, and HLP and variations including the organization's language. A list of keywords that triggers STOP or HELP scenarios is defined with the organization at the beginning of the project. |
DR1Outbound IVR – Connect to Agent Option
DR2Outbound SMS – Connect to Agent OptionIncoming SMS (MO) interactions are routed to agents through an agent desktop as needed. |
The customer doesn't need any specific user interface. For an interaction (email, SMS) requiring a landing page, the customer needs an internet network connection available. Just to complete the scenario, the landing page should be pre-populated with, or ask for, the following data:
The landing page, which processes the payment, is out of the scope of this use case. |
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Key KPIs related to this use case are:
The Genesys system provides extensive analytics and monitoring of campaign statistics, for more Information reference the online documentation. Collections: In addition to the standard real-time reporting mentioned in the Outbound Dialer Use Case, the main KPI to show are:
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Key KPIs related to this use case are:
Note: Omnichannel (SMS and email) Outbound Reporting is not available in GI2 and GCXI. Collections: In addition to the standard historical reporting mentioned in the Outbound Dialer Use Case (based to Campaigns, Calling Lists and Agents) the main KPI to show are:
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CE11 • CE12 | CE01 • CE16 • CE29 | v1.0.0 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE16 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE16 | GenesysEngage-onpremises | Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by routing email interactions to the best agent, systemizing automatic acknowledgement, automating responses, and supporting the ability for supervisors to quality review agent responses for training, coaching, and to support the company’s goals for the ideal customer experience. | A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed to assign a category to the email. It is then queued to the best available agent with the skill set corresponding to the category. After the agent has compiled the email answer, a supervisor may review the email depending on the agent. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements. The use case includes the optional enhancement to use Natural Language Processing to identify the email category. This requires additional licenses and services efforts. |
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Chief Digital Officer, Head of Customer Experience, Head of Customer Service |
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Consistent | CIM • CIM (HA) • Interaction Workspace • Genesys Infomart • Genesys Infomart - HA (optional) • Genesys Interactive Insights | | Cloud: Yes refer to Use Case CE16 Genesys Multicloud CX
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Capabilities Assumption:
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In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this chapter.Capturing of Incoming EmailsIn step 2 of the business flow, the Genesys system checks a set of mailboxes for new emails. The following configuration options are available:
BlacklistIt will be possible to configure and manage a blacklist of e-mail addresses. An administrator can add / delete e-mail addresses from this blacklist. E-mails coming from an address on the blacklist will not be distributed to agents. Automatic repliesIn step 4a, the Genesys system checks for automatic / system replies from the mail server to automatically stop email processing when no agent intervention is needed.
Email CategorizationThere are two methods of categorizing emails: Advanced Content Analysis and Keyword Matching. This is a system wide setting and only one method will be used at any given time. Configuration of up to twelve different categories are supported within the scope of this use case. Additional categories can be added by the company or by Genesys Professional Services on request. Keyword CategorizationKeyword matching allows the system administrator to configure a number of screening rules to identify emails belonging to different categories. E.g. an email that contains the word “order” in the body of the email, would be categorized as a sales email. Screening rules can be configured to look for regular expressions that look for different words or phrase patterns that help categorize emails. Screening rules will be applied to the e-mail body and subject. Additionally, screening rules can be used to detect patterns like credit card numbers, customer ID, and account number to be able to mask sensitive information to the agent. Configuration of up to three regular expressions to display to the agent / mask information are within the scope of this use case. Advanced Content Analysis (optional)Advanced Content Analysis is an optional extension to Keyword Categorization. This option requires additional licenses and services effort. Incoming Email is analyzed using natural-language processing (please see the comments on supported languages below) to analyze the e-mail body. The result of analysis is an assignment to one or more categories of the category structure. Content Analyzer creates its analysis algorithms by training: that is, by working its way through a number of emails that are classified according to the category system. Training operates on a training object, which is a category tree and a group of emails classified using that category tree. A training object combines a category tree and a set of text objects, with each text object assigned to one category in the tree (categorized). The text objects are typically emails, but you may choose to have the set of text objects also include the standard responses associated with the category tree. Training scans the text objects and forms a statistical model of the words and phrases that tend to occur in each category. There are five possible sources of categorized text objects:
The result of training is a model. This classification model - a statistical representation of a category tree - is applied to an incoming email and produces a list of the categories that the interaction is most likely to belong to. Each likely category is assigned a percentage rating indicating the probability that the interaction belongs to this category. An email will be assigned to the category with the highest percentage of probability if this percentage is above a configurable threshold. Otherwise it will be categorized with a default category. QA Process/Supervisor Review of Outbound Emails (Configurable by agent)After an agent completes an outbound reply email, the system checks the agent configuration and if the agent is marked for the QA process, the email is queued for a supervisor to review or distributed into a supervisor workbin. If the e-mail cannot be distributed to a supervisor within a specific time frame or if he does not pull the e-mail from his workbin within this time frame, the e-mail will be sent automatically to the customer. The supervisor has the option to edit the email then send to the customer, or add some notes and send back to the original agent. If the email needs to be sent back to the original agent, the supervisor will set a specific disposition code. Genesys routing functionality will attempt to distribute the email back to the original agent. If the agent is not available, the target can be expanded to the pool of agents for the respective category. The system administrator can configure for each agent whether to enable/disable the QA function. Standard responsesThe Genesys Workspace displays standard responses available to the agent, grouped by category. Standard Responses accepts parameters, such as Customer Name, which will be filled in automatically when inserting the standard response into outgoing emails. The customer must provide the standard responses. Available parameters for configuration by customerThe following lists the parameters used for the distribution logic. These parameters are configurable by category:
o Priority increment (the amount to increase the priority after the interval time) o Priority interval (the time between priority increases) o Priority limit (the maximum priority) o Priority start (the starting priority)
The following parameter is configurable by the “To” address:
Confidence Level Threshold It is assumed that an automated response would only be sent if the confidence level is high, where a suggested response would be sent to an agent if the confidence level isn't high enough to warrant an automated response, but high enough to send to an agent as a suggestion. To do this, two confidence level thresholds must be configured in the strategy for the following actions:
If the confidence level is below both thresholds, the email inquiry is forwarded to an agent without a suggested response. |
Draft work bin and escalationIf the agent cannot complete an e-mail, she can store the e-mail in her personal workbin. When she needs to access the e-mail, she can pull it from her workbin and continue working on it. To avoid that tasks are stuck within a workbin, e.g. if she is sick or on PTO the next day, the work bins are automatically emptied after a configurable time out. Distribution of the task resumes according to the normal distribution logic described above. Distribution of e-mails for Supervisor QAE-mails, which need to be distributed to supervisors for quality check, will be routed similar to the logic above. This means they will be distributed to a supervisor skill for the specific category with the option for overflow to lower skill levels. Additional Distribution functionalityThe following lists additional functionality for the distribution logic:
o Priority increment (the amount to increase the priority after the interval time) o Priority interval (the time between priority increases) o Priority limit (the maximum priority) o Priority start (the starting priority)
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N/A | The following lists the minimum requirements for the agent workspace:
For Auto Response, Agents can review, edit, and author responses. Genesys agent workspace can handle omnichannel interactions, as well as review and apply suggested responses. |
Genesys Pulse is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, chat interaction handled and the average handle time. With Pulse you can:
The sample Email dashboard below demonstrates usage of the Email Agent Activity and the Email Queue Activity. The implementation of dashboards would be customized based on the deployment. For Auto Response, There are no defined real-time reporting requirements. The solution must provide near real-time reports reflecting response usage and confidence levels. The following data fields need to be added so that reports may be created by the end user:
Note: Filters may be used to group high-, medium-, and low-confidence scores. However, these filters do not apply to Interaction Queue and may be applied only for Agent and Agent Groups. In addition, the out-of-the-box Genesys Administrator Plugin for Content Analyzer does provide reports on the model confidence, precision, and recall. |
Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that illustrate the routing and handling of interactions. Some of the most relevant reports that are useful to measure the effectiveness of the engagement rules and efficiency of the use case are found in the Email folder, including:
Other reports relevant to this use case include:
For more information about Genesys CX Insights and other reports/dashboards, see the Genesys CX Insights 9.0 User's Guide. |
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Administrators must:
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UseCases/Current/GenesysEngage-onpremises/CE18 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE18 | GenesysEngage-onpremises | The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction. | The customer can request a chat session with an agent from the company's web site on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the customer context (requested subject). |
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•Enable chat on web site •Recognize customers •Understand intent and sentiment •Deliver personalized response •Leverage standard response library when needed •Meet SLA •Provide agents with complete contextual customer information to improve efficiency
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Consistent | CIM • CIM (HA) • Interaction Workspace • Genesys Infomart • Genesys Interactive Insights • Genesys Chat | The full use case outlined here is available in the cloud. | The full use case outlined here is available on premise. | Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability.Distribution logicThe following table shows the parameters, which can be configured, based on the subject:
Standard responsesThe workspace will display suggested responses to the agent based on the chosen subject. Genesys will prepare the possibility to associate a specific subject with suggested responses using examples. The standard responses will need to be provided by the customer. |
Operational hoursThe following information can be configured to inform the customer if the contact center is out of operational hours once he initiates a chat request:
Additional FunctionalityThe following lists additional functionality for the distribution logic:
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The user interface will be based on Genesys chat widget:
Recommendation for registration window: If the visitor is logged in on the web site and known to the company, it is recommended to pre-populate the data fields with the visitor’s data (first name, last name, e-mail address) to avoid that he has to enter them again. This functionality requires integration of the widgets with the company’s web site. This will be within the responsibility of the company. Genesys Professional Services provides a half-day workshop to introduce your web developers to the widgets. |
The following lists the minimum requirements for the chat interface:
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Premise Pulse is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, chat interaction handled and the average handle time. With Pulse you can:
Below are several examples of Chat dashboards, implementation of dashboards would be customized based on the deployment. Example 1:
Example 2:
Example 3:
Example 4:
Cloud Due to the continuous evolution, the features available in Cloud rapidly change. Please reach out to your local Cloud Team for latest information. |
Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that illustrate the routing and handling of interactions and measure the effectiveness of the engagement rules and efficiency of the use case. Some of the most relevant reports that are useful to measure the effectiveness of the engagement rules and efficiency of the use case are found in the Chat folder, such as:
Other reports relevant to this use case include:
For more information about Genesys CX Insights and other reports/dashboards, see the Genesys CX Insights 9.0 User's Guide. |
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UseCases/Current/GenesysEngage-onpremises/CE19 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE19 | GenesysEngage-onpremises | This functional use case enables companies to use Genesys Social Engagement to provide a consistent customer service experience across social media sites. | Consistently provide customer service across Twitter and Facebook by delivering interactions to the best available resource with social media public and private messaging. Agents are able to advice customers based on customer information and social media context. Standard responses enable your agents to provide consistent response to customers engaging via Facebook or Twitter. |
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Defined | CIM • CIM (HA) • Interaction Workspace • Genesys Infomart • Genesys Infomart - HA (optional) • Genesys Interactive Insights • Genesys Social Engagement • Conversation Manager • Genesys Content Analyzer | Capabilities Assumption:
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Capabilities Assumption:
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This chapter describes the business logic and business rules, which drive the decisions made by the Genesys system within the business flow above, that is, the rules, which are used to determine if a chat invite message is sent to a visitor. The first part describes the engagement rules of the social customer care. The second part describes any additional rules verified before the final decision. For information about setting up and using social media channels in Genesys Engage on-premises, refer to the following articles: Engagement ScenariosThe following 4 scenarios describe typical social customer care engagement which have been used successfully. Scenario 1: Twitter - tweet to companyThis scenario depicts an engagement when the customer is tweeting to the company's handle. The customer uses their account to post a message. Genesys Social Engagement captures this message according to predefined business logic (see below) and evaluates actionability. Customer profile details are received with the message through the Twitter API. The profile details are attached to the interaction. The twitter message will be stored in the Genesys Contact History. The original incoming twitter interaction is delivered to the agent workspace. The desktop identifies that this message was directed to the business and if the author is a follower of the business' twitter account The agent reads the incoming twitter message and sends a public response. Alternatively, he/she may mark the tweet as “favorite” (Like), and/or mark this interaction as “Done”, assign a disposition code and not take any further action. The workflow creates an interaction an outgoing twitter interaction and associates it with the same customer contact. Genesys Social Engagement sends the reply back to the customer. Scenario 2: Twitter - Direct Message (DM) to companyIn this scenario, a customer is sending a DM to a company's twitter handle. Please note that this is only possible when one of the following conditions is satisfied:
Please note that the Twitter policies which allow to send unsolicited Direct Messages may change. This is outside Genesys control and the flow and / or preconditions to send Direct Messages may change. User sends a DM to the company: The user must be a follower of the company, so that the company can send a direct message back. Therefore, non-followers are sent a follow request, e.g. “Please follow @Genesys for us to assist you”. This allows the User to assist customers over Twitter privately. The tweet is stored in Genesys Contact History as an outgoing twitter message and associated with the same contact. Genesys Social Engagement sends the Twitter message to the customer. The customer sees the tweet and responds by following the @Genesys Twitter account. The company then has a different choice of actions to perform, also according to what other channels are available for the agent and customer. If no other channel is available, the agent can reply to the direct message with the intended information and the interaction is closed. Scenario 3: Facebook - post on Company's timeline (wall) or comment to post (Reply)The customer uses his account to post a message on the company's timeline (wall) or posts a reply to a post from the company's timeline. Genesys Social Engagement queries this page's wall and finds the new post with comments. The query is run on a configurable timer. Genesys Social Engagement captures the message and creates an interaction in Genesys. The interaction consists of an original post plus comments which are posted within the query's timeframe. Additional attributes describing the post author's and commentators' profiles are also part of the interaction structure. A customer contact will be created / updated for the initial author of the original post. Based on your business requirements you can decide whether you want to create a contact record for each author of a potential reply to the original post or only for the initial author (recommended). The strategy stores the post including comments in Genesys contact history and associates it with the contact(s). NOTE: while the interaction representing the initial post and comments is in the queue, further comments could be added. The query could pick up these additional comments and create another interaction. The agent receiving the first interaction will be notified of the remaining pending interactions. The Incoming Facebook interaction will be delivered to an agent. The agent processes the incoming Facebook message and sends a response if required. Also he/she may mark this interaction as “Done” and not take any further actions. Genesys stores the message text of the outgoing Facebook interaction in Genesys Contact History for the same contact. Please NOTE: The outbound Facebook message will be a child of the original message. (Reply) Scenario 4: Facebook - private messagingFacebook messenger can only be initiated by the end user. The user needs to invite the company to a chat session via the “Message” button on the main Facebook page. Genesys receives the chat request and distributes to an agent. The customer's public Facebook info is passed with the chat request. The agent is alerted of an incoming Chat session with a "toast" indicating the chat is with the Facebook customer. The agent accepts the chat interaction and begins a chat conversation with the customer. Genesys Social Engagement sends the reply back to the customer. Keyword mappingThere are two entities taking care of actionability detection and keyword mapping:
Cloud driver logicThe cloud driver can be configured to monitor either a specific account (=all interactions that are related to the account) or keywords (such as hashtags or specific words that are relevant to the social customer care task). Please be careful when specifying keywords as common words or hashtags may result in a large number of interactions that are both filtered and routed at the on-premise server, thus impacting the overall performance of the architecture. In addition to this, Twitter and Facebook have policies that might prevent or block the account from receiving all those interactions, or might throttle message processing, if they receive too many processing requests, resulting in lost messages or delays in sending or receiving messages. Content analyzer / Knowledge ManagerYou can use Genesys Content Analyzer to run a secondary analysis on the actionability of interactions that are brought into the system by the Cloud Driver Logic. Genesys supplies samples, which demonstrate these capabilities. Knowledge Manager provides additional key-word spotting abilities. Content Analyzer provides Natural Language Processing Capabilities. You can use the sample training objects to produce new models, improving the quality by making adjustments such as:
Genesys also provides sample-screening rules for detecting sentiment and actionability. Please see the latest product documentation for supported languages. Please note: this channel type is a hybrid between chat and social. It is a chat session but can also receive offline messages and these can be delivered via Facebook (i.e. messages sent by the customer after the chat interaction with the agent has been finished). These will be handled as a new interaction. Sending offline messages from the agent workshop is currently: if the agent needs to send info via FB Messenger, the end user must initiate the conversation and re-open the chat session. |
The following lists the minimum requirements for distributing a social message to agents:
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Common browsers or mobile apps for social media sites. | The following lists the minimum requirements for the Social Engagement interfaces:
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Genesys Pulse enables at-a-glance views of real-time contact center statistics through dashboards and wallboards. Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations. Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboards. The following Genesys Pulse standard reports are particularly relevant for this use case:
See Standard Report Templates for more information. |
Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by enabling you to assess the day-to-day operations of the contact center resources for the routing and handling of interactions. Some of the most relevant reports that are useful to measure the effectiveness of the engagement rules and efficiency of the use case include:
For more information, see Genesys CX Insights 9.0 User's Guide. |
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UseCases/Current/GenesysEngage-onpremises/CE20 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE20 | GenesysEngage-onpremises | This use case is an open framework which allows to implement multiple scenarios in conjunction with other Smart use cases (most notably the use case Genesys Personalized Routing (CE02) for Genesys Engage on premises. Please see the document [[UseCases/Current/GenesysEngage-onpremises/CE05|]] as one example. |
Identify customer intent and identity and use customer context data and journey information (cross-channel history) to route to agent with optimal capabilities to handle the customer's request. This use case is an enhancement of the following functional use cases, which provide details on handling of the respective channel.
In addition to the functionality covered already by the use cases mentioned above, this use case will add the following capabilities by using customer context data and business rules:
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Defined | Genesys Social Engagement • Genesys Web Engagement • Genesys Callback (Optional) • Conversation Manager | Capabilities Assumption:
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Parameters and Business RulesBL1: Genesys checks the personalized routing database to see if there is a unique match for the available customer Identifier. Customer identifier will vary based on the inbound interaction channel:
Genesys uses the available Customer Identifier to see if there is a matching record in the Context Services Database. Where there is a match, Genesys will also establish if personalized handling of the interaction is required. This decision is based on the available data for the customer entry and the configured business rules. The following section describes the information that can be sent to / utilized by the Personalized Routing DB in order to influence the routing.
This section covers the treatments that can be applied to an inbound interaction based on the available data outlined in BL2.
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Please refer to the following use cases: | No additional requirements to underlying use cases. | When calls are routed to an agent, the following additional requirements are available:
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Real-time reporting requirements
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Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that illustrate the percentage of abandon interactions, and the root cause of abandonment. Some of the most relevant reports that are useful to measure the effectiveness of the engagement rules and efficiency of the use case are found in the Chat folder, such as:
Other reports relevant to this use case include:
For more information about Genesys CX Insights and other reports/dashboards, see the Genesys CX Insights 9.0 User's Guide.
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N/A | CE16 • CE18 • CE29 | This use case is not available in the cloud | v 1.0.4 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE21 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE21 | GenesysEngage-onpremises | Customers or prospects often begin their customer service or sales journey on a company's website before placing a call. By presenting each website visitor with a dynamically-generated phone number and optionally an access code, you can use contextual information from the website visit such as the current web page, cookies, and/or customer information for routing and reporting purposes, and make it available to the employee who handles the call. Where the call is made from a mobile device, information about the device location can also be used to personalize the treatment of the call and display the caller's location to the agent on a map, for example to guide a customer to a local branch or store. |
Customers or company website visitors on desktop and mobile devices are presented with a dynamically-generated phone number. When a call is received on one of these phone numbers, the system retrieves context information from the website visit for use in routing and reporting on the call, and to provide context to the employee who handles the call. Where the website visit originates on a mobile device, the location of the device can also be used in routing and reporting, and the device location can be displayed on a map for the sales rep. This use case enables a company to offer its customers a specific phone number to call, which provides routing to the best agent based on the context of their request. This "click-to-call" capability applies only when the customer manually dials the number or is prompted to click-to-dial on a mobile phone. In other words, no media transport such as WebRTC is provided as part of this use case. |
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Defined | Genesys Mobile Engagement • CIM • CIM (HA) • Interaction Workspace • Genesys Infomart • Genesys Infomart - HA (optional) • Genesys Interactive Insights • SIP Interaction • SIP Interaction HA (optional) • GVP (optional for DNIS but required for Access Code callback configuration) • GVP HA (optional) • SIP Business Continuity (Optional) • ASR and TTS (Optional) • GAAP (Optional) | Capabilities Assumption:
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Capabilities Assumption:
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Assign skill based on subject The agent skill required for a specific call depends on the call origination. Up to four subjects are standard; any additions require customization. This logic needs to be defined based on the DNIS number for incoming interactions. Assign priority based on subject Different priorities can be assigned for different subjects. Three priority values are defined per subject based on the status of the call (Initial, Overflow, or RONA). |
The following lists the minimum requirements for distributing a call generated from the website to agents:
See additional technical information on this use case in the Genesys Mobile Engagement help. |
The website or mobile app "ClickToCall" button and the integration with Genesys are the responsibility of the customer. Genesys provides an API for integration with Genesys Mobile Services (GMS), which enables the functionality described in this document. Genesys Professional Services provides a one-day workshop to introduce your website or mobile app developers to the API. The following functionality is satisfied within the scope of this use case:
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The following lists the minimum functionality for the agent interface:
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Leverage standard reporting for voice in Pulse for reporting on calls generated via Genesys Mobile Engagement. Each subject is available as a dimension in the relevant reports. | Leverage standard out-of-the-box callback reports in CX Insights. Use Callback Summary Report for detailed information about callbacks that were processed by the contact center, allowing you to analyze callback performance based on nearly thirty metrics, including:
Use Callback Detail Report for detailed information about callbacks that were processed by the contact center, allowing you to analyze callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times. |
This use case makes the following assumptions:
Mobile App-SpecificThe customer is responsible for:
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Mobile App-SpecificThe customer is responsible for:
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UseCases/Current/GenesysEngage-onpremises/CE22 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE22 | GenesysEngage-onpremises | At times, customers browsing your website or mobile app realize they need assistance. You can create a seamless transition by offering a callback option, either immediate or scheduled, that gets the customer to the right agent based on their stated issue. The contact center agent is provided with the context of the request for a seamless customer experience. | A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient timeframe. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call. |
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Defined | Capabilities Assumption:
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Capabilities Assumption:
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The following parameters are configurable for callback:
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The minimum functionality for distributing a callback generated from the web page to agents includes:
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The integration of the company website or mobile application with Genesys is the responsibility of the company. Genesys provides an API for integration with Genesys Mobile Services (GMS), which enables the functionality described in this document. Genesys Professional Services provides a one-day workshop to introduce your website developers to the API. The integration must satisfy the following requirements:
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The Agent Workspace provides the following functionality to support Callbacks:
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Minimum functionality:
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Leverage standard out of the box Call Back reports in CX Insights.
UseCallback Detail Reportfordetailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times. |
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UseCases/Current/GenesysEngage-onpremises/CE27 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE27 | GenesysEngage-onpremises | A customer and a contact center agent are having a conversation over the phone or through a web chat session. During the conversation, the ability to see and control the customer's browser through co-browsing functionality enables the agent to convey information more effectively and get the customer's issue resolved more quickly. | During a call or a chat session between a customer and an agent, the customer can initiate a co-browse session with the agent, so both the agent and the customer share the same instance of the browser. This enables the agent to provide direct support to a customer trying to complete a request on the company's website. |
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Defined | See sellable items for CE01 CE02 CE18 CE21 CE22 CE24 or CE25 |
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Starting a co-browse session without primary interaction: Co-browse sessions take place on top of a primary interaction (in this case, chat or voice). If the customer initiates a co-browse without any primary media, the instrumentation prompts the customer to initiate a conversation via voice or chat before initiating the co-browse. | N/A | The user interface is based on Genesys Widgets. Sample screenshots:
Widget Functionality Widgets can provide basic adaptation to customer corporate identity, including:
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The agent interface related to co-browse must:
Transfer, Conference, and Supervision of co-browse sessions are not supported. |
Real-time Reporting is provided through Genesys Pulse. Minimum requirements:
Current Co-browse Agents
Current Chat Interactions with Co-browse
Co-browse in Web Chat: Number of web chat with co-browse interactions currently handled by agents
Current Voice Interactions with Co-browse
Co-browse Session Details
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Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case. You can easily filter the values in reports to show only chat, inbound voice, or both. The most relevant reports include:
For more information about Genesys CX Insights, see Genesys CX Insights 9.0 User's Guide.
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CE01 • CE01-S4B • CE02 • CE18 • CE21 • CE22 | This use case is currently not available in Genesys Multicloud CX | v 1.1.4 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE28 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE28 | GenesysEngage-onpremises | Knowledge makes it easier for contact center agents to use information to do their jobs boosting agent productivity and customer satisfaction. With the right knowledge, agents can provide resolution to customer queries in real time. When agents have access to standardized content for frequently asked questions, it helps expedite the customer request. Agents (especially when working from home) can address customer issues by using a knowledge base with vital information to solve customer inquiries. Knowledge solutions support the following outcomes:
When agents have at their disposal up-to-date, easily available and relevant knowledge they provide high customer satisfaction to resolve customer issues. |
Agents are empowered to search through knowledge bases for appropriate responses to customer inquiries. Agents can leverage partial or complete content from the knowledge base and have confidence in providing customers with pre-authored responses. Agents provide faster and more relevant responses to customers. |
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Defined | CIM • CIM (HA) • Interaction Workspace • Genesys InfoMart (Optional) • Genesys InfoMart – HA (Optional) • Genesys Interactive Insights (Optional) • Genesys Knowledge Center - Self-Service • Genesys Knowledge Center - Agent | Capabilities Assumption:
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Required agent skill will be determined by the classification and categorization of the search results. | N/A
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This use case requires:
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UseCases/Current/GenesysEngage-onpremises/CE29 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE29 | GenesysEngage-onpremises | This functional use case has been created to enable companies to use Genesys Solutions to streamline the queue management and distribution process of customer-generated SMS messages to the handling agents. Genesys can improve agent productivity, increase adherence to SLAs, and deliver improved management tools. It is based on experience and best practices and contains the minimal functionality to enable our customers:
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A customer sends an SMS to a company. The SMS is captured by the Genesys system and a content analysis is performed to assign a category to the SMS. It is then queued to the best available agent with the skill set corresponding to the category. After the agent has compiled the SMS answer, a supervisor may review the SMS depending on the agent. Priority tuning improved the SLA adherence to customers' SMS messages. The use case provides reporting capabilities to provide management visibility into the SMS interaction channel. |
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Consistent | CIM • CIM (HA) • Interaction Workspace • Genesys Infomart • Genesys Infomart HA (optional) • Genesys Interactive Insights • Genesys SMS | Capabilities Assumption:
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In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this chapter.BlacklistIt will be possible to configure and manage a blacklist of phone numbers for distributing SMS messages. An administrator can add / delete phone numbers from this blacklist. SMS messages coming from an address on the blacklist will not be distributed to agents. SMS message CategorizationThere are two methods of categorizing an SMS: Advanced Content Analysis and Keyword Matching. This is a system wide setting and only one method will be used at any given time. Advanced Content Analysis (optional)Incoming SMS message text is analyzed using natural-language processing (please see the comments on supported languages below). The result of analysis is an assignment to one or more categories of the category structure. Content Analyzer creates its analysis algorithms by training: that is, by working its way through a number of SMSs that are classified according to the category system. Training operates on a training object, which is a category tree and a group of messages classified using that category tree. A training object combines a category tree and a set of text objects, with each text object assigned to one category in the tree (categorized). The text objects are typically messages, but you may choose to have the set of text objects also include the standard responses associated with the category tree. Training scans the text objects and forms a statistical model of the words and phrases that tend to occur in each category.
The result of training is a model. This classification model - a statistical representation of a category tree - analyzes an incoming SMS and produces a list of the categories that the interaction is most likely to belong to. Each likely category is assigned a percentage rating indicating the probability that the interaction belongs to this category. An SMS will be assigned to the category with the highest percentage of probability if this percentage is above a configurable threshold. Otherwise it will be categorized with a default category. Keyword CategorizationAs an alternative to advanced content analysis, it is possible to replace this functionality with more straightforward keyword matching categorization. Keyword matching allows the system administrator to configure a number of screening rules to identify SMS belonging to different categories. E.g. an SMS message that contains the word “order” would be categorized as a sales SMS. Screening rules can be configured to look for regular expressions that look for different words or phrase patterns that help categorize SMS messages. Additionally, screening rules can be used to detect patterns like customer ID, and account number to either display or mask sensitive information to the agent. Configuration of up to three regular expressions to display to the agent / mask information are within the scope of this use case. Distribution LogicThe following lists the parameters used for the distribution logic. These parameters are configurable by category:
The following parameter is configurable by the company phone number the SMS is sent to:
Standard responsesThe workspace displays suggested responses to the agent based on the category. Genesys will prepare the possibility to associate a specific category with suggested responses using examples. The standard responses will need to be provided by the customer. |
Additional Distribution functionality.The following lists additional functionality for the distribution logic:
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N/A | The following lists the minimum requirements for the agent desktop:
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Pulse is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, chat interaction handled and the average handle time. With Pulse you can:
The sample SMS dashboard below demonstrates usage of the eServices Agent Activity and the eServices Queue Activity. |
CX Insights out-of-the-box reports will be used to:
There are 40+ reports available, potential reports to confirm the benefits for this use case are being met are as follows. Queue KPI enable the organization to measure and filter Info Mart data based on the queue(s) through which customer interactions pass. Counts and duration measures are attributed to the reporting interval in which interactions entered the queue or work-bin.
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UseCases/Current/GenesysEngage-onpremises/CE31 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE31 | Genesys Blended AI Bots | GenesysEngage-onpremises | The proliferation of digital channels leads to higher customer expectations and an increased number of interactions that companies deal with when servicing customers. Coupled with increased usage of Artificial Intelligence (AI) for business applications, this change results in organizations implementing chatbots that can interact with customers to automate tasks and assist their queries on channels such as web, mobile, social, SMS, and messaging apps. Chatbots can alleviate strain on contact center employees while improving the customer experience and controlling costs. Chatbots are always on and available, and can be handed over to an agent at any time where needed. While chatbots can also be used by employees and for business optimization purposes, the remainder of this document refers to omnichannel bots in the context of customer engagement. The primary benefits of chatbots are to increase self-service success, deflect interactions from the contact center, and improve the customer experience. Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case focuses on deploying a bot on web chat, mobile chat, Facebook Messenger, Twitter Direct Message, Line Messaging, WhatsApp, or SMS. |
Genesys Chatbots supports "bring your own technology model" supporting Amazon Lex, Google Dialogflow, and third-party bots. As each chatbot and third party has their own specific capabilities, this use case covers broadly available capabilities. The chatbot supports or orchestrates the following capabilities:
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Supported Genesys Chatbot channels for Genesys Engage on-premises are web and mobile chat, SMS, Facebook Messenger, WeChat, WhatsApp and Apple Business Chat.
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Head of Customer Experience, Head of Contact Center(s) | Differentiated |
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BL1: Agent Handoff: The customer can ask to be connected to an available agent. At that point, the chatbot is disconnected and the chat transcript (excluding sensitive data) is displayed in the agent desktop. Other context can also be displayed as Case Data. BL2: Retries: The number of retries for self-service tasks and questions can be configured by a business user. When reaching maximum retries, the dialog can be configured to present a message, hand off to an agent, or offer a callback if busy or outside business hours. BL3: Response Type: The interaction flows can be configured to accept natural language responses and closed responses such as account number, date of birth, and yes/no questions; enabling customers to backtrack to a different point in the dialog when required. For example, if a customer is midway through making a payment and says “actually just tell me where your nearest branch is”, then the chatbot shows the nearest branch. BL4: Callback: If outside of business hours, or estimated wait time (EWT) is high, the chatbot can offer an immediate or scheduled callback. If this option is not included, then a message states that a transfer is not possible. BL5: Survey: The customer can determine whether to address a survey or not, based on:
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When the conversation is handed over to a live agent, the interaction moves to one of these use cases, depending on the channel the customer is using the use cases listed under the interdependency section. | The agent desktop requirements for the required digital use cases can be referenced by clicking on the respective use case in the interdependencies section. Chat transcript between customer and chatbot is populated in the chat interaction window in the agent desktop. |
The following is a summary of real-time metrics, for more details reference the eServices Statistics for additional information.
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Intelligent Automation offers a suite of internal reports details below: Dashboard
Prebuilt Reports
Customer Journeys
For more information regarding Historical Reporting for bots, reference the Bot Dashboard page. |
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Genesys Widgets are required to support out-of-the box rich messaging capabilities for chat. | CE18 • CE19 • CE29 • CE34 | CE20 • CE28 • CE37 | V 1.0.8 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE34 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE34 | GenesysEngage-onpremises | In today’s digital world, telephone calls aren't always the best or desired way to communicate with businesses because they are not visual and require a synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies. Facebook Messenger, Apple Business Chat beta, and WhatsApp beta enable two-way conversations between consumers and businesses on familiar mobile devices and provide a feature-rich, flexible, and convenient method of answering questions, solving problems, and making purchases all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that the consumer and contact center agent can return to the conversation at any time with a full history. This use case enables businesses to handle Messaging conversations in their Genesys contact center environment. Businesses must sign up with Apple or WhatsApp, choose Genesys as their customer service platform provider, and get their use cases approved by Apple or WhatsApp to be part of the ecosystem. There is no approval required for Facebook Messenger. To increase successful self-service interactions, a chatbot can be used over these messaging channels to automate the conversation with the customer, providing the ability to seamlessly transfer to a contact center agent if and when needed. See use case Genesys Chatbots (CE31) for Genesys Engage on premises for details and limitations of incorporating chatbots with Genesys Messaging offerings. When companies enable Facebook Messenger, Apple Business Chat and WhatsApp as supported customer service channels within their Genesys environment, benefits can include:
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A consumer can initiate a conversation with a business directly in Apple's Messages application, Facebook Messenger, or in WhatsApp. They do so by clicking on the chat message icon that appears when searching for a business on their iOS device using Safari, Apple Maps, Spotlight, Siri or a custom button for Apple Business Chat, by being presented with a button to connect to WhatsApp, or by searching for the business's Facebook page to initiate a chat conversation. These conversations are delivered to a company's contact center through the Genesys Messaging service. The conversation can be automated with a chatbot or human-assisted with a contact center agent. These engagements become persistent and long-lived (asynchronous), but can be handled live (synchronously) when necessary. During the conversation, the bot or agent can present rich messaging elements, such as Facebook Messenger Rich Messaging, Apple Business Chat list pickers, date pickers, URL previews, custom messaging extensions or WhatsApp Highly Structured Messages to offer feature-rich capabilities that make it convenient for the consumer to resolve their issue, get their question answered, or complete a transaction. |
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Differentiated | Apple Business Chat Messaging App Connector (perpetual or subscription) • Workspace • CIM • CIM HA (Optional) • Genesys InfoMart (Optional) • Genesys InfoMart – HA (Optional) |
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Users should never receive unsolicited messages and must have control over the conversation.
WhatsApp/Facebook Messenger:
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Agents must have the following capabilities:
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Genesys Pulse enables at-a-glance views of real-time contact center statistics through dashboards and wallboards. Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations. Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboards. The following Genesys Pulse standard reports are particularly relevant for this use case:
See Standard Report Templates for more information. |
Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that provide intraday tracking. Relevant reports for this use case are found in the Chat folder, notably:
To use these reports to analyze messaging, filter the reports by Media Type to report on a specific channel (applebcsession, facebook, facebooksession, and/or whatsappsession), or all messaging channels. See information about filtering data in a reports, see Understanding and using reports, and for additional information about GCXI, see the Genesys CX Insights 9.0 User's Guide. |
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For reference, here is a list of consumer-facing features that Apple supports. When using Genesys Messaging for Apple Business Chat, companies can leverage all of these.
Facebook Messenger supports a rich messaging interface and companies can leverage these elements when using Genesys Messaging for Facebook Messenger. All standard Message attachment types like photos and videos.
Similarly, WhatsApp supports a rich messaging interface and companies can leverage these elements when using Genesys Messaging for WhatsApp. All standard Message attachment types like photos and audio attachments.
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CE19 • CE31 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE37 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE37 | Predictive Engagement for Customer Service | GenesysEngage-onpremises | One of the biggest challenges for the modern business is learning to work with the data available in a way that is both meaningful and easy to act on. The data generated by a website often goes unexplored, and as a result, the intentions and reactions of individual customers and prospects can be overlooked. Focus is often placed on the broad strokes–key metrics such as the number of conversions per month–and the ability to identify the potential customers who need engagement is lost. As a result, customers who may be on the verge of signing up for a trial, completing a checkout, searching for information regarding service or support, or any other desirable outcome, fall through the cracks. The high volume of website traffic makes it a challenge to identify the right individuals, best moments, and optimal ways to engage in real time. Expectations for time-to-respond are increasing but growing your staff is costly. Genesys Predictive Engagement uses machine learning to observe the progress of website visitors toward defined business outcomes –such as purchase completion or requesting a quote. The technology enables the business to use real-time observations and predictions rather than static rules, to trigger intervention only at the points when it is needed most. For customers seeking service or support, a company’s website is often the first point of contact, even if it is only to find a phone number to call. But companies are challenged with making sense of and learning to use all the data generated by their website in a way that is both meaningful and actionable in real time. As a result, customers either end up calling into the contact center (an expensive support channel) or get frustrated with your business because they can’t find the help they need. Genesys Predictive Engagement prioritizes engagement with high value visitors and proactively offers chat to better utilize your staff and reduce your costs. Examples of how the customer experience can be optimized by using data, context, and website behavior for a predictive engagement:
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Understanding and using knowledge of online activities and behaviors can provide context to better handle a follow-up digital or voice interaction to help customers who are shopping, buying, using the company's products across the full customer life cycle. This engagement intelligence can also be used for converting service requests to sales opportunities for cross-sell or up-sell. Genesys uses artificial intelligence to observe and analyze the progress of website visitors toward defined outcomes – service requests, pending transactions, application status. The technology allows the business to engage with customers using dynamic observations and predictions rather than simple static rules- creating happier customers, smarter employees, and better outcomes. Companies have vast amounts of data within their CRM, marketing automation, contact centers and websites, and Genesys enables companies to unlock that data in real time to engage customers proactively, eliminating the need for a voice call or contact without context. Genesys Predictive Engagement observes individual customer journeys on your company website and applies machine learning, dynamic (or audience) segmentation, and real-time outcome scoring to identify the right moments for proactive engagement with the right customer via chat, chatbot, or content offer. Predictive Engagement's real-time engagement sophistication increases customer satisfaction, improves conversion rate, and optimizes the use of agent resources for the highest value customers. Predictive Engagement leads to improvement of key performance indicators such as call deflection, average order value (AOV), first contact resolution, and conversion rates. |
Genesys monitors individual customer journeys on a company website and applies machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement via a chatbot. If the consumer requires interaction with an agent, the agent has the customer journey information at their fingertips.
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Chief Digital Officer, Head of Customer Experience, Head of Customer Service | Differentiated |
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BL1 – Customer IdentificationThe system can use cookies to detect returning visitors and associate them with previous site visits. Identity information provided during the journey (such as email address or phone number) is captured after it is explicitly submitted from the web page and can identify the visitor even across devices. After the customer is identified, all tracking data collected is associated to that specific customer. All customer information collected is done in a GDPR compliant fashion. BL2 – Segment and Outcome ConfigurationSegments are a way to categorize visitors on the website based on common behavior and attributes. Segments are configured upfront during system provisioning. A segment can be made up of one or both of these components:
Outcomes or goals are specific tasks you want your visitors to perform on your website. As with segments, these are configured upfront. Typical outcomes include:
Genesys uses predictive analytics to evaluate in real time the probability for a specific outcome to be achieved, based on segment and visitor behavior on the website (the outcome score). BL3 – Action Map ConfigurationAction maps determine the way to engage with the website visitor. Within action maps, you define the triggers that result in an action to the customer. These triggers can be based on any combination of:
BL4 – Customer Invite and Registration WindowGenesys Widgets will be used for:
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The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Predictive Engagement rules. | Based on Genesys Widgets 9 with standard capabilities to adapt to customer corporate identity. Predictive Engagement can automatically create leads in Salesforce and any CRM that uses Rest APIs through Action Map orchestration. |
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An admin can see the Live Now view of current visitors and live tracking information on the site. The views allow admins to make real-time operational decisions. For example, when a marketing campaign has gone live and drill into individual customer journeys. |
The visitor activity report provides trend analysis and a drill-down by device type. Reporting on segments matched and outcomes achieved (available through Predictive Engagement). Action map performance of action types; webchat, content offers and architect flow. It allows a funnel drill-down performance of the key stages which can identify resourcing requirements, queue issues,
The Bot Dashboard provides a dashboard-style summary that you can use to evaluate the impact of Chat Bot, including visualizations of session and message volumes, and breaks down sessions based on whether bots, agents, or both, were involved. The dashboard report organizes data on the following tabs:
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CE18 • CE31 | v. 1.2.1 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/CE41 | Current | Genesys Use Cases | GenesysEngage-onpremises | CE41 | Genesys Voice Bots | GenesysEngage-onpremises | Successful companies strive to provide good experiences for their customers, but doing so becomes challenging and expensive given the multitude of communications channels (voice and digital) that must be offered to interact with customers. It is increasingly expensive to serve customers with live agents and companies need to optimize efficiencies in cases when requests can be fully or partially automated and serve customers faster and more economically. Customer Service costs are sustainable for self-service channels like in-app, web self-service, and virtual assistant but they begin to increase with web chat and exponentially skyrocket with voice. The challenge to customer service leaders is to provide outstanding experiences for customers by utilizing automation and artificial intelligence blended with human interaction where required.
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Genesys supports a “design once, deploy anywhere” concept for AI-driven bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case focuses on deploying a bot on the voice channel and can automatically be extended to digital channels by adding the Genesys Chatbots with Blended AI Use Case. The voicebot supports and orchestrates the following capabilities:
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Chief Digital Officer, Head of Customer Experience, Head of Business Units, Head of Customer Service | Differentiated | BL1: Agent Handoff: The customer can ask to be connected to an available voice agent. Other context can also be displayed as Case Data.
BL5: Survey: The customer can determine whether to address a survey or not. This can be based on:
This Use Case is supported across industry verticals. The basic features of voicebot business logic such as personalization are parametrized. Example parameters include:
Agent Handoff:
Callback
Survey
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When the conversation is handed over to a live agent, the interaction moves to one of these use cases, depending on the channel the customer is using - please see the Use Case Interdependencies section for related use cases. | N/A | N/A | The following is a summary of real-time metrics, for more details reference the eServices Statistics for additional information.
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Intelligent Automation offers a suite of internal reports details: Dashboard
Customer Journeys
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CE01 | BO06 • CE28 | 1.1.4 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE01 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE01 | GenesysEngage-onpremises | This use case describes how Genesys Workforce Management helps you deliver a set of optimized schedules, utilizing agent skills and contract rules whilst providing editing and monitoring capabilities in the contact center.
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Deliver a set of optimized schedules, utilizing agent skills and contract rules whilst providing editing and monitoring capabilities in the contact center. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content. Please be advised that the latest revision of the "WFM with PureConnect" document is available on Genie. This document contains a side-by-side comparison of Optimizer and WFM. |
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Consistent | Genesys Workforce Management | Capabilities Assumption:
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Capabilities Assumption:
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A prerequisite to any basic WFM deployment is a formal Discovery process with resulting commensurate documentation.
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N/A | Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. | The following figure shows the reporting flow: Approved, authorized staff can generate, schedule, and distribute out-of-the-box reports in the following categories:
The Genesys WFM product contains a number of out-of-the-box real-time reporting elements. Details can be found in the Workforce Management Administrator Guide. |
The Genesys WFM product contains a number of out of the box real-time and historical reporting elements. Details can be found in the Workforce Management Administrator Guide
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PureConnect Platform Assumptions:
The interaction type does not include any of these advanced options:
Cloud
The interaction type does not include any of these advanced options:
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CE01 • CE01-S4B • CE02 | versions 1.2.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE02 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE02 | GenesysEngage-onpremises | When a contact center can effectively and accurately forecast and schedule for immediate and deferred work items, efficiency increases and centralization and standardization add even more value. | This element of WFM allows users to forecast and schedule for non-immediate (“deferred”) work items like back office and digital. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content. Please be advised that the latest revision of the "WFM with PureConnect" document is available on Genie. This document contains a side-by-side comparison of Optimizer and WFM. |
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Defined | Genesy Workforce Management • At least one of Digital use cases (email chat etc) | n/a | n/a | Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. | Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. | The Genesys WFM product contains a number of out of the box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. | Assumptions for PureConnect customers running Genesys Workforce Management PureConnect Platform Assumptions: This use case can be deployed if one of the following Genesys Digital (Chat, Email, Social, SMS) products is deployed and Workforce Management is in place. Other Assumptions Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions. Forecasting & Scheduling for Digital Interactions and / or Back Office transactions must come through Genesys Interaction Server into WFM or be loaded manually & continually through a flat file. Genesys Workforce Scheduling for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02) can be implemented at the same time.
If using Genesys WFM with PureConnect, please note the following …
The interaction type does not include any of these advanced options:
Cloud
The interaction type does not include any of these advanced options:
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The customer has the requirement or desire to use this element of advanced WFM. This use case has to be enriched by additional information on the scope which would be included in a related PS package. Hackathon team relies on PS input on what needs to be done to implement the functionality described above. Part of this input will flow back in this use case to avoid ambiguity on the customer side. | CE16 • CE18 • CE19 • CE29 | Genesys Workforce Scheduling for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02) can be implemented at the same time. | This use Case is available in Cloud | v 1.1.5 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE03 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE03 | GenesysEngage-onpremises | Forecasting and tracking shrinkage allows a business to deliver a more efficient resource/demand plan by taking that factor into account. Shrinkage describes the percentage of time that employees are not handling interactions. Examples of different types of shrinkage:
In Genesys WFM, the term shrinkage is synonymous with the term overheads. Overheads are assigned to schedule state groups. A schedule state group a collection of schedule states linked to a site. Schedule states include breaks, meals, exceptions, time off instances and so on. A forecaster uses shrinkage as an optional step in the forecasting process to pre-plan additional FTE requirements. For example, it is known that vacations & team meetings are going to take place and pre-planning for this to ensure it can go ahead without affecting service level goals. Shrinkage is attached to a schedule state group, so actual, historical shrinkage achievement can easily be measured and applied to the configured overhead. This will increase the accuracy of future shrinkage planning because it can be based on accurate numbers. A scheduler can use the schedule state totals screen in Genesys WFM to review the impact of shrinkage levels on service level performance and make changes to the day accordingly, like moving or cancelling team meetings or initiating an overtime process. A team leader or supervisor may have a shrinkage KPI / MBO - they will want to be aware of how much and what types of shrinkage are occurring in their team. Armed with this information, they will be able to effectively manage their team’s performance which will contribute to the overall performance of their business. |
Shrinkage is a generic term used in contact centers to describe the percentage of time that employees are not handling interactions. It must be planned for to allow service targets to be met to an appropriate level of efficiency. Genesys WFM provides a variety of shrinkage management options. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content. Please be advised that the latest revision of the "WFM with PureConnect" document is available on Genie. This document contains a side-by-side comparison of Optimizer and WFM.
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Consistent | No sellable items • See Prerequisits | Capabilities Assumption:
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n/a | n/a | Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI.
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The Genesys WFM product contains a number of real time reporting elements. Details can be found in the Workforce Management Administrator Guide. |
The Genesys WFM product contains a number of out of the box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. |
Assumptions for PureConnect customers running Genesys Workforce Management PureConnect Platform Assumptions: The dependency use case covers the PureConnect Platform-specific assumptions. Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect. The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02)
Other Assumptions The customer has the requirement or desire to use this element of advanced WFM. The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions. |
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UseCases/Current/GenesysEngage-onpremises/EE04 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE04 | GenesysEngage-onpremises | Enrich any of the existing use cases handling inbound interactions with the ability to route calls based on WFM schedules. Doing so can help ensure a more-balanced multi-skill workload for agents and improvement in schedule adherence. Routing strategies can route based on the anticipated availability of an agent. For example, interactions are not routed to agents immediately before they are scheduled for a break or a meeting. This improves agent adherence and leads to better customer service and worker efficiency. | Schedule-based routing is a powerful tool enabling contact centers to optimize employee satisfaction while reduce attrition and unnecessary overtime all while providing better coverage. |
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Defined | No sellable items • Please reference prerequisits |
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Capabilities Assumption:
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BL1: Activity
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Full distribution requirements will be included in the underlying use case. The distribution requirement specific for this use case are described in the previous chapters. | N/A | No additional agent desktop requirements. | No additional real-time reporting requirements. | Reporting requirements in addition to the reporting functionality of the underlying use cases: - Number of Interactions which were distributed according to schedule - Number of Interactions overflowing back to skill based routing |
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CE01 • CE01-S4B • CE02 • CE16 • CE19 • CE29 • EE01 • EE02 | v 1.0.2 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE07 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE07 | GenesysEngage-onpremises | Businesses need to reliably record calls to improve customer experience and employee performance, be compliant, and manage risk. Genesys Interaction Recording is a compliance and control platform thatreliably records 100% of calls — even across multiple sites — and makes it easy to search and access recordings regardless of location. Through voice recording, customer service operations can analyze the quality of voice conversations, identify training needs and help to continuously improve the performance of employees. The payoff is a better customer experience. Fully integrated to the CIM platform, Genesys Interaction Recording provides economies and powerful recording control via a host of integrations across the suite. This powerful solution will enable the modern contact center to record the entire customer interaction, allowing the contact center to meet quality or regulatory compliance requirements. |
100% voice recording of customer conversations with an agent for compliance and regulatory requirements. |
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Consistent | Genesys Interaction Recording - Voice Recording • Genesys Interaction Recording – Voice Recording HA (Optional) | Capabilities Assumption:
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Capabilities Assumption:
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Details of the business flow described in the previous chapter depend on how the system will be set up for your environment. This chapter describes the options which are available and how the initial set-up will be done for your environment by Genesys Professional Services within the scope of this Smart use case. Metadata Metadata are tags which will be added to the recording and allow precisely targeted interaction search and selection for evaluation and analysis. What data are available depend on the distribution logic implemented in your environment and will be defined with you during the implementation project. Archiving and Purging Criteria Recordings can be archived and / or purged from the system after a specified time. After recordings have been purged, they are no longer available for supervisors or compliance officers via the Genesys user interface. The corresponding policies will be configured during the set-up of this use case. Within the scope of this use case, we will set up one set of rules which will be valid for all recorded calls. Archived files are not managed by GIR. It is customer's responsibility to set up lifecycle policy of these archives and purge them after the lifecycle period. Access Control Access control to recordings is managed by user roles and associated permissions as well as by the organizational hierarchy defined for the individual agents. The scope of this use case includes default set of roles that can be provided upon request. Pause / Resume recording The ability for an agent to pause / resume a recording from his agent desktop will be enabled or disabled based on customer requirements. |
N/A | N/A | The agent will have the optional capability to pause/resume a recording when confidential information is passed via the call via his agent desktop. | N/A | Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Recording. As this is a compliance use-case, it is not relevant how many calls per service/business line/customer segment are recorded. Assumption is that 100% of calls are recorded. In addition to the historical reporting, Genesys Interaction Recording provides audit logs for recording access. These audit logs contain the following information:
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UseCases/Current/GenesysEngage-onpremises/EE08 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE08 | GenesysEngage-onpremises | Recording calls and agent screens is important for quality management purposes. Simultaneous playback of recorded calls and agent screens helps to identify issues with agent efficiency, desktop applications, and to identify the training needs of each agent. This powerful solution will enable the modern contact center to record the entire customer interaction, allowing the contact center to meet quality or regulatory compliance requirements. Genesys provides organizations with reliable, high-quality recordings of both audio communications and related desktop screen activity.
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100% voice recording of customer conversations for compliance and regulatory requirements, with a sub-selection of screens being recorded. |
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Defined | Genesys Interaction Recording - Voice Recording • Genesys Interaction Recording – Voice Recording HA (Optional) • Genesys Interaction Recording – Screen Recording • Genesys Interaction Recording – Screen Recording HA (Optional) | Capabilities Assumption:
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Capabilities Assumption:
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Parameters and Business Rules Details of the business flow described in the previous chapter depend on how the system will be set up for your environment. This chapter describes the options which are available and how the initial set-up will be done for your environment by Genesys Professional Services within the scope of this Smart use case. Metadata Metadata are tags which will be added to the recording and allow precisely targeted interaction search and selection for evaluation and analysis. What data are available depend on the distribution logic implemented in your environment and will be defined with you during the implementation project. Genesys Professional Service will configure up to 10 metadata elements within the scope of this use case. Archiving and Purging Criteria Recordings can be archived and / or purged from the system after a specified time. After recordings have been purged, they are no longer available for supervisors or compliance officers via the Genesys user interface. The corresponding policies will be configured during the set-up of this use case. Within the scope of this use case, we will set up one set of rules which will be valid for all recorded calls. Archived files are not managed by GIR. It is customer's responsibility to set up lifecycle policy of these archives and purge them after the lifecycle period. Access Control Access control to recordings is managed by user roles and associated permissions as well as by the organizational hierarchy defined for the individual agents. The scope of this use case includes default set of roles that can be provided upon request. Pause / Resume recording The ability for an agent to pause / resume a recording from his agent desktop will be enabled or disabled based on customer requirements. Screen Recording Percentage Screen recording will be done for a percentage of calls only. The system will be set up with a fixed percentage. Audio will be recorded in 100% of the cases. |
N/A | N/A |
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N/A | Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Recording. In addition to the historical reporting, Genesys Interaction Recording provides audit logs for recording access. These audit logs contain the following information:
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UseCases/Current/GenesysEngage-onpremises/EE09 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE09 | GenesysEngage-onpremises | Quality Management (QM) helps organizations move beyond random sampling to gain a deeper understanding of its agent/customer interactions by monitoring, evaluating, and studying customer interactions. Quality Management not only helps organizations identify agents who underperform, but it also helps them identify the root cause of an agent's behavior. By understanding agent performance and productivity at a granular level, Quality Management offers insight into customer interactions and ways in which agents can improve them. That is, Quality Management offers insight that can increase employee productivity, resolve future customer disputes and subsequently enhance customer service. It enables you to ensure consistent and professional service. The QM module is a tool that helps organizations improve agent productivity as well as customer satisfaction. The key features such as Forms Manager and Evaluations Manager can be utilized for evaluating agent productivity, as well as targeted agent training. These features allow easy detection and training of agents who do not adhere to compliance or specified procedures. Quality Management key features include: Forms Manager: Enables you to create feedback forms to use when evaluating your contact center agents. Evaluations manager: Enables you to create evaluations to monitor your agent's productivity and efficiency. Evaluation Sessions: Provides a list of existing evaluation sessions. Reports: Enables you to monitor agent or evaluator progress using predefined reports, identify areas for training, and calibrate evaluator responses to limit evaluation variations. |
After a call is recorded, it's time to perform a quality evaluation by choosing one of the following two methods:
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Defined | Capabilities Assumption:
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Capabilities Assumption:
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Details of the business flow described in the previous chapter depend on how the system is set up for your environment and how your team defines the details. This section describes the tools used to define the business logic.Form ManagerWith the Quality Management - Forms Manager you can create and manage forms that enable evaluators to provide feedback about a specific agent. That is, when a form is included in an evaluation, it becomes part of a process that helps you identify how an agent is functioning, and subsequently what the agent needs to do in order to maximize your business goals and customer satisfaction. Evaluation ManagerQuality Management evaluations are the best way to evaluate and improve agent behaviors that support your business goals. They drive the behaviors that promote a specific agenda by enabling you to assess how well your agents are performing during customer interactions. Evaluation SessionsTo help ensure that an agent's participation in an interaction coincides with a specific business agenda, SpeechMiner Quality Management evaluators receive a list of evaluation sessions that they must fill out according to a configurable schedule. A completed evaluation session provides a view into how an agent communicates with consumers. Such evaluation sessions provide consistent and regular feedback that helps surface insightful reports, comments, and suggestions that can lead to formal skills training and action plans to improve an agent's performance. In addition, ad-hoc evaluations can be performed by selecting individual interactions. Action Items creates an environment where evaluators and agents can communicate, leveraging alerts informing when evaluations are completed or acknowledged. ReportsReports are summaries and analyses of interaction, speech, and external metadata. You can generate reports for analysis, view report details and status, and share the data with users throughout the enterprise. You can view reports in your browser, print them, or send them via email. To help you monitor your business, SpeechMiner offers a wide range of standard reports that can be customized to better suit your needs. Depending on the type of report, the results may be presented as lists or data and/or in graphic form. In some reports, you can drill down to see additional details. Parameters and Business Rules common flowThe following needs to be set up to support the Quality Management process:
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Creation by Supervisor, Team leaders, Quality Managers to publish reports by subscriptions of feedback by email. | In case there is need of screen recording (Premise only), the Genesys Voice and Screen Recording (EE08) for Genesys Engage on premises use case is a prerequisite and a desktop client needs to be deployed on each workstation. | NA | Speechminer report templates enable you to create a dashboard display to address:
QM Report templates include:
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Quality management is mainly driven by the Speechminer GUI as business usage related to the QM process of QA Staff and team leads.
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UseCases/Current/GenesysEngage-onpremises/EE10-A | Current | Genesys Use Cases | GenesysEngage-onpremises | EE10-A | GenesysEngage-onpremises | This use case focuses on operational efficiency and employee empowerment through automated time-off processing, featuring:
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Employees can self-manage their time off, controlled through business rules. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content. Please be advised that the latest revision of the "WFM with PureConnect" document is available on Genie. This document contains a side-by-side comparison of Optimizer and WFM.
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Consistent | No sellable items • Please see prerequisits | Capabilities Assumption:
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Capabilities Assumption:
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Time-off rules, limits, and configuration is specific to the customer, vertical, region, and country laws, and so can vary widely. However, the base requirements are:
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N/A | Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. |
Assumptions for PureConnect customers running Genesys Workforce Management PureConnect Platform Assumptions: The dependency use case covers the PureConnect Platform-specific assumptions. Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect. The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02)
Other Assumptions The customer has the requirement or desire to use this element of advanced WFM. The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions. |
Schedule State Groups are configured to meet business requirements regarding Time-Off Types. | EE01 • EE02 • EE26 | v 1.2.3 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE10-B | Current | Genesys Use Cases | GenesysEngage-onpremises | EE10-B | GenesysEngage-onpremises | This use case focuses on operational efficiency and employee empowerment through enabling employees to request and drive their own shift exceptions, optimizing both employee satisfaction and business operational needs. The use case features:
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Deliver the capability for an employee to enter exceptions (offline activities) into their schedule via the Workforce Management User Interface without the need to supervision or effort on the planner's behalf. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content. Please be advised that the latest revision of the "WFM with PureConnect" document is available on Genie. This document contains a side-by-side comparison of Optimizer and WFM.
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Consistent | No sellable items • Please see prerequisits |
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The following business capabilities need to be in place to allow this capability to be of benefit:
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N/A | Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. |
Assumptions for PureConnect customers running Genesys Workforce Management PureConnect Platform Assumptions: Supervisor has a user role allowing access to Exceptions. In Web Supervisor application > Policies > Exception Types:
Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect. The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02) Additional assumptions which are included in the dependency use cases cover the PureConnect Platform-specific assumptions. Other Assumptions The customer has the requirement or desire to use this element of advanced WFM. The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions. |
This use case should be considered only if the business intends to allow agents to have a say in how their schedules get built. | EE01 • EE02 • EE26 | No results | No results | v 1.1.3 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE10-C | Current | Genesys Use Cases | GenesysEngage-onpremises | EE10-C | GenesysEngage-onpremises | This use case focuses on operational efficiency and employee empowerment by enabling employee shift preferences and optimizing both employee satisfaction and business operational needs. The Workforce Management schedule builder can optionally consider agent preferences for individual days when building schedules. Agents can enter preferences for shifts, days off, availability, and time off using WFM Web for Agents. Supervisors can enter agent preferences in Workforce Management Web for Supervisors and, with the appropriate security permissions, can grant or reject preferences. If a supervisor grants a preference, the calendar algorithm considers that agent’s preference when building the schedule, along with various other criteria such as seniority. |
Deliver the capability for an employee to self-manage their schedule preference requirements within the Workforce Management product, controlled through business rules. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content. Please be advised that the latest revision of the "WFM with PureConnect" document is available on Genie. This document contains a side-by-side comparison of Optimizer and WFM.
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Consistent | No sellable items • Please see prerequisits | | Capabilities Assumption:.
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Capabilities Assumption:
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The ability to set preferences relies on the underlying contract and shift configuration configured for each business unit, site, team, and employee. | N/A | Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. |
Assumptions for PureConnect customers running Genesys Workforce Management PureConnect Platform Assumptions: The dependency use case covers the PureConnect Platform-specific assumptions. Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect. The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02)
Other Assumptions The customer has the requirement or desire to use this element of advanced WFM. The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions. |
Consider configuring shift names that have meaning to agents so they are clear on what they are selecting. | EE01 • EE02 • EE26 | v 1.1.3 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE10-D | Current | Genesys Use Cases | GenesysEngage-onpremises | EE10-D | GenesysEngage-onpremises | Within any organization, it is inevitable that employees will need to start their daily shift later than planned or leave for the day earlier than planned, for a variety of reasons (such as lateness, doctor's appointment, or illness). The Lateness Payback feature of the Genesys Workforce Management solution allows a supervisor or an employee to input the period of time for which they will need to be absent, due to starting later or leaving earlier than planned. This time can now be made up by arriving earlier, departing later, or reducing the length of the employee's meal for the affected day or a future day. |
Supervisors and employees can now insert unpaid, part-day exceptions into schedules to indicate missed work time and insert work intervals into schedules to pay back or recoup it. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content. Please be advised that the latest revision of the "WFM with PureConnect" document is available on Genie. This document contains a side-by-side comparison of Optimizer and WFM.
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Consistent | No sellable items • Please see prerequisits |
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Marked Time types representing lateness payback time need to be configure with the "Use to Mark Payback" option selected. Exceptions to be used to define the lateness/early-depature itself must be configured in accordance with:
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N/A | Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. |
Assumptions for PureConnect customers running Genesys Workforce Management Genesys Workforce Management v8.5.206 or higher PureConnect Platform Assumptions: The dependency use case covers the PureConnect Platform-specific assumptions. Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect. The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02)
Other Assumptions The customer has the requirement or desire to use this element of advanced WFM. The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions. |
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UseCases/Current/GenesysEngage-onpremises/EE11 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE11 | GenesysEngage-onpremises | This use case focuses on operational efficiency and employee empowerment through enabling the employee shift bidding process. In this process, planners build employee profiles rather than individual employee schedules. Once schedules are created, the employees are asked to populate their individual profiles with their preferred shift combinations. Contrary to the use of rotating patterns and agent shift preferences, Workforce Management Schedule Bidding allows supervisors to build schedules based on the best coverage available within the pre-defined business rules, constraints, and labor laws. The supervisor controls which agents can bid on schedules and the dates available for bidding, allowing for complete operational control. |
Provides the capability for workforce planning teams to generate schedules based on profiles of their configured employees. Once generated, these profiles can be pushed to the employee for preference selection. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content.
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Differentiated | No sellable items • Please see prerequisits | Capabilities Assumption:
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Capabilities Assumption:
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The ability to create profiles relies on the underlying contract and shift configuration configured for each business unit, site, team, and employee. Bidding is available for one-week schedules, allowing agents to select a group of shifts over a given period. The supervisor user role has the following access:
Contract Profiles are created with the appropriate skill assigned to provide optimum coverage and relation to real agents. |
N/A | Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. |
Assumptions for PureConnect customers running Genesys Workforce Management PureConnect Platform Assumptions: The dependency use case covers the PureConnect Platform-specific assumptions. Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect. The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02)
Other Assumptions The customer has the requirement or desire to use this element of advanced WFM. The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills. Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions.
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Base WFM configuration completed for skills and profiles. | EE01 • EE02 • EE26 | v 1.1.3 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE12 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE12 | GenesysEngage-onpremises | Optimizing offline scheduling tasks allows a business to streamline operational processes between departments such as resource planning/forecasting, training, and contact center operations. Scheduling offline tasks is typically a very manual process occupying up to 30% of organizational Manpower planning and training resources. Scheduling offline activities such as meetings, training, and coaching, can often be a time-consuming and disparate process. Consequently, scheduling teams have to juggle the optimum time for each session based on the business requirements and targets with room, manager and trainer availability. Due to the different business areas and systems involved, many in-house spreadsheets are developed to help record, track, and communicate the progress of the activities, all adding time and complexity to the process. Training Manager helps remove these challenges, promoting a more collaborative working practice while managing the end-to-end process as a single entity. Managers and trainers can request and schedule their own ad-hoc meetings and training via the Training Manager Web Portal. Through integrations with Workforce Management and Exchange, Training Manager can show:
This integration allows for the creation of an optimized schedule for activities in minutes. Once finalized, the schedule can automatically be pushed to the following systems:
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Deliver a set of capabilities to workforce planners that allow them to plan and execute offline scheduling of activities in the most efficient & effective manner. |
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Differentiated | No sellable items • Please see prerequisits | Training Manager is available on an Azure Standalone cloud. Training Manager would be able to connect withGenesys Engage on-premises platform and GWFM from the standalone cloud.
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Capabilities Assumption:
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The business user needs to predefine, in the underlying workforce management system, the offline activities that are valid for scheduling. | N/A | Supervisors, Learning Management, and Workforce Planning teams access the Training Manager user interface. The integration between Workforce Management and Training Manager provides the users with a richer user experience and roles based behaviors, privileges and actions. | Agents access the Workforce Management Web Agent User Interface with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. |
Real-time Reporting: The following figure shows the reporting flow: Approved, authorized staff have access to generate, schedule, and distribute out-of-the-box reports in the following categories:
The Genesys WFM product contains a number of out-of-the-box real-time reporting elements. Details can be found in the Workforce Management Administrator Guide. |
The Genesys WFM product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. |
Training Manager is available on an Azure Standalone cloud. Training Manager would be able to connect with Genesys Engage on-premises platform and GWFM from the standalone cloud.
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Up-to-date schedules are configured, and access to non-WFM users such as managers/trainers is input. This use can also support NICE IEX and Teleopti Workforce Management solutions where the customer has those products available. | EE01 • EE02 • EE26 | v 1.0.2 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE13 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE13 | GenesysEngage-onpremises | As a base functionality, Performance DNA enables organizations to measure, manage, and develop employee skills and capability. Online knowledge assessments and feedback surveys are created within the system and are used to benchmark employee core knowledge. Learning items such as audio & video files, slide decks, documents, and webpages can be attached to Performance DNA assessments to address any knowledge gaps and ultimately improve employee capability. Data is captured and maintained electronically while in-system reports provide real-time updates on activity completion and results. Learning items can then be delivered in a targeted manner, to address skills and capability gaps identified by Performance DNA, instead of using a generic “one-size-fits-all” approach.
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Skills and capability can be assessed by importing historical data from previous activities conducted by the business, most notably by the learning and development team. Alternatively, or additionally, Performance DNA has a built-in assessment designer that can create multimedia-rich assessments. These include knowledge test, skills verification, scenario or situational assessments, aptitude tests and feedback surveys. Once skills and capability data has been consolidated in Performance DNA, organizations can quickly and accurate identify highly skilled and capable employees across the enterprise for any given role. Their "blueprint" can be used as a benchmark for comparing skills and capability of other employees, teams, departments, outsources, or subsidiaries. |
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Consistent | CIM • CIM HA (Optional) • SIP Interaction (Optional) • SIP Interaction HA (optional) • SIP Business Continuity (Optional) • Any of the Digital Channels (Optional) • Performance DNA • Skills Management • Training Manager • Workforce Management | Capabilities Assumption:
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Capabilities Assumption:
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The business user needs to pre-define the assessments to be used for the baseline agent skill and capability benchmarking. Business rules must be set up up to auto-assign the designated assessments to the targeted focus groups. Rules must be set up to provide remedial learning if the agent scores below a certain baseline assessment target score. |
N/A | N/A | Agents and supervisors access the Performance DNA UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. | N/A | The Genesys PDNA product contains a number of out-of-the-box reports. See the Skills Assessor (PDNA) Administration Guide for details. |
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Customer to provide HR data on each employee. The following data is required as a minimum:
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UseCases/Current/GenesysEngage-onpremises/EE14 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE14 | GenesysEngage-onpremises | As a base functionality, Performance DNA enables organizations to answer the following questions:
Organizations measure employee performance using a variety of key performance indicators. However, organizations may struggle, or fail, to consolidate performance data from different systems in a single place. This lack of consolidation impairs organizations from engaging and developing their employees in the most efficient and effective manner, thus increasing their operating cost, risk of non-compliance, and adverse impact on customer experience. Performance DNA provides senior executives, managers and supervisors with a holistic view of performance, enabling them to direct their focus and efforts to areas that need it the most. Insights from Performance DNA will help coaches and trainers better engage employees to maximise their capability and provide better customer experience. The solution further supports data-driven decision making and improvements to Governance, Resource Planning, HR and Continuous Improvement functions.Performance DNA provides:
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Recommended for new and existing customers, Performance DNA is an enterprise-wide solution for use across contact centers, back office, HR, retail, BPO, and others. Performance DNA imports and consolidates employee performance data from multiple sources and uses that data to build DNA Strands for each job role. Performance data can be imported from Genesys Insights (Infomart), data warehouse, and data extracts from other third-party systems (such as Oracle, Salesforce, and Cisco). By setting import service to run as a scheduled task, performance data can be updated automatically. DNA Strands are composed of any single performance data (Component) or any combination of performance data that are grouped together (Block). Components and Blocks can be weighted to reflect the relative importance of the performance measures to the business, then allowing DNA Strands to calculate and present a single overall measure of performance. DNA Strands provide key insights into overall employee performance and the variance between Top, Mid, and Low performers. This information is presented from a high-level organizational view down to individual employees, enabling fast and accurate comparison against the equivalent high-performing benchmarks. |
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Consistent | CIM • CIM HA (Optional) • SIP Interaction (Optional) • SIP Interaction HA (optional) • SIP Business Continuity • Any of the Digital Channels (Optional) • Performance DNA • Skills Management • Training Manager • Workforce Management | Capabilities Assumption:
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Capabilities Assumption:
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The business user decides on the Performance data that will be measured and used as the building block for the Agent DNA KPI Block. | N/A | N/A | Agents and supervisors access the Performance DNA UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. | N/A | The Genesys PDNA product contains a number of out-of-the-box reports. Details can be found in the Skills Assessor (PDNA) Administration Guide. |
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Note: KPI requirements vary depending on organization and type of operations and as such will be confirmed with the customer on a case-by-case basis. |
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UseCases/Current/GenesysEngage-onpremises/EE15 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE15 | GenesysEngage-onpremises | Employees can build their own Personal Development Plans, aligning the plans to their own individual KPI measurements. Managers can review, update and approve the plans in line with company goals. The solution can be used across the enterprise.This use case leverages the benefits from Genesys Performance Management (EE14) for Genesys Engage on premises and Genesys Skills Management (EE16) for Genesys Engage on premises, and provides these added benefits:
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Delivers the capability to the manager to build an employee journey with objectives and targets to be met and to track it across time. |
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Consistent | No sellable items • Please see prerequisits | Capabilities Assumption:
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Capabilities Assumption:
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Employees propose the objectives and how they are to be achieved, and must decide on the target types and targets associated to the objectives. A review process meeting takes place between the Manager and employee to agree the final targets. Business users create a Feedback Potential Capability Assessment. Manager approve the proposed plan, review the results on a periodic basis, and complete a potential capability assessment of the employee. |
N/A | N/A | Agents access the Performance DNA Web UI with a supported browser. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys PDNA product contains a number of out-of-the-box reports. See the Skills Assessor (PDNA) Administration Guide for details. |
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UseCases/Current/GenesysEngage-onpremises/EE16 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE16 | GenesysEngage-onpremises | This extensional use case is built on foundational use cases Genesys Skills Assessment (EE13) for Genesys Engage on premises and Genesys Performance Management (EE14) for Genesys Engage on premises. It unlocks the key differentiating features of Performance DNA, enabling organizations to:
This use case is applicable in the following scenarios:
This use case addresses a number of pain points:
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Recommended for new and existing customers, Performance DNA is an enterprise-wide solution for use across contact centers, back office, HR, retail, BPO, and others.
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Consistent | No sellable items • Please reference prerequisits | Capabilities Assumption:
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Capabilities Assumption:
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Business users must:
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N/A | N/A | Agents access the Performance DNA Web UI with a supported browser. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys PDNA product contains a number of out-of-the-box reports. See the Skills Assessor (PDNA) Administration Guide for details. |
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UseCases/Current/GenesysEngage-onpremises/EE17 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE17 | GenesysEngage-onpremises | This use case builds on top of use case Genesys Skills Management (EE16) for Genesys Engage on premises to enable your organization to manage outsourcer performance and commitment towards employee development and engagement. This provides a holistic view of each outsourcer's performance, skills, and capability, benchmarking them against internal performance or even other outsource centers. This use case focuses on:
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Delivers a set of capabilities that allow the organization to have visibility and manage the skills and capability across multiple outsourcers. |
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Consistent | No sellable items • Please reference prerequisits | Capabilities Assumption:
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Capabilities Assumption:
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The business user must identify the remedial training to be assigned when a specific knowledge or performance gap is identified. Business rules must be set up to provide remedial training based on Agent DNA triggers below a certain score parameter. |
N/A | N/A | Agents access the Performance DNA Web UI with a supported browser. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys PDNA product contains a number of out-of-the-box reports. See the Skills Assessor (PDNA) Administration Guide for details. |
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UseCases/Current/GenesysEngage-onpremises/EE19 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE19 | GenesysEngage-onpremises | This use case builds on the Performance DNA base use case, Genesys Skills Assessment (EE13) for Genesys Engage on premises, to help organizations fulfill compliance regulatory requirements and build certification programs they can quickly deploy across the enterprise, including:
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Provides the ability to design and implement a certification or compliance program across the enterprise, targeted at each individual employee. Real-time reporting provides detailed analysis on completion and identifies any gaps in capability. |
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Consistent | No sellable items • Please reference prerequisits | Capabilities Assumption:
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Capabilities Assumption:
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The business user:
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N/A | N/A | Agents access the Performance DNA Web UI with a supported browser. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys PDNA product contains a number of out-of-the-box reports. See the Skills Assessor (PDNA) Administration Guide for details. |
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EE13 | v 1.0.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE20 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE20 | GenesysEngage-onpremises | This use case builds on the Performance DNA base use case, Genesys Skills Assessment (EE13) for Genesys Engage on premises, to build a Speed to Competency program to be used by new employees to:
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Delivers the capability to conduct onboarding programs efficiently and track their progress across time, as well ensuring that agents are competent in the most time-effective manner. |
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Consistent | No sellable items • Please reference prerequisits | Capabilities Assumption:
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Capabilities Assumption:
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The business user:
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N/A | N/A | Agents access the Performance DNA Web UI with a supported browser. See Supported Operating Environment Guide for specific browser support. |
N/A | The Genesys PDNA product contains a number of out-of-the-box reports. See the Skills Assessor (PDNA) Administration Guide for details. |
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EE13 | v 1.0.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE21 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE21 | GenesysEngage-onpremises | Genesys Interaction Recording is a compliance and control platform based on Genesys SIP, the T-Lib protocol, and the Genesys proprietary event model. Fully integrated to the CIM platform, Genesys Interaction Recording provides economies and powerful recording control via a host of integrations across the suite. This solution enables the modern contact center to record the entire customer interaction, enabling the contact center to meet quality or regulatory compliance requirements. |
Delivers 100% voice recording of customer interactions within the IVR for compliance and regulatory requirements. |
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Consistent | No sellable items • Please reference prerequisits | Capabilities Assumption:
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Capabilities Assumption:
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Details of the business flow described in the previous section depend on how the system is set up for your environment. This section describes the available options and how Genesys Professional Services does the initial setup for your environment.MetadataMetadata are tags that are added to the recording and allow precisely targeted interaction search and selection for evaluation and analysis. What data is available depends on the distribution logic implemented in your environment. Archiving and Purging CriteriaRecordings can be archived and/or purged from the system after a specified time. After recordings have been purged, they are no longer available for supervisors or compliance officers from the Genesys user interface. The corresponding policies are configured during setup. This use case provides one set of rules that are valid for all recorded calls. GIR does not manage archived files. It is the customer's responsibility to set up the lifecycle policy of these archives and purge them after the lifecycle period. Access ControlAccess control to recordings is managed by user roles and associated permissions as well as by the organizational hierarchy defined for the individual agents. This use case includes a default set of roles that can be provided upon request. Pause / Resume recordingThe ability for the system to pause and resume a recording is configured as part of the VXML scripts within the IVR, based on your requirements. |
N/A | N/A | N/A | N/A | Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Recording. As this is a compliance use case, the number of calls recorded per service/business line/customer segment is not relevant. The assumption is that 100% of calls are recorded. In addition to the historical reporting, Genesys Interaction Recording provides audit logs for recording access. These audit logs contain the following information:
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EE07 • EE08 | v 1.0.2 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE22 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE22 | GenesysEngage-onpremises | Organizations want to improve business performance, using the valuable information that is contained in recordings of interactions between customers and agents. It is impossible to mine even a small amount of the information contained in these recordings through manual sampling or listening. Interaction Analytics provides organizations with the ability to mine the content of recordings for specific phrases that indicate the occurrence of key events relating to customer experience, agent performance, sales, and compliance. This base use case introduces the Interaction Analytics technology and use of the speech-to-text engine to transcribe the content of voice interactions, search for key words and phrases, and automatically detect changes in the frequency of the occurrence of words and phrases over time and across interactions. |
Enables the organization and its analytics teams to mine the content of voice recordings for specific phrases that indicate the occurrence of key events relating to customer experience, agent performance, sales, and compliance. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content. |
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Consistent | Speech Analytics • Text Analytics (Optional) • Speech Analytics Additional Language (Optional) | Capabilities Assumption:
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Capabilities Assumption:
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See the user guide for search and discovery functionality. | Genesys Interaction Analytics is a browser-based user interface. Access control for specific employee roles can be configured and is handled via the User Security configuration. More information can be found within the product administration guide. |
N/A | Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of the Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual. | Assumptions for PureConnect customers running Genesys Speech Analytics PureConnect Platform Assumptions: Minor additional work is required to integrate 3rd-party recording and this is catered for in the use case. This has no practical impact on the performance of the system or the user experience. Interactions must be unencrypted or, if encrypted, then provided in a form and with appropriate keys to enable decryption by Genesys. The preferred format for recordings is WAV PCM (uncompressed). Preferred format for metadata associated with recordings is XML files with one XML file per recording. When deployed with PureConnect, recordings are fed to Interaction Analytics via the "UConnector for PureConnect" which is a custom Professional Services asset. The prerequisites for this use case on PureConnect are Genesys Voice Recording (EE07) and Genesys Voice and Screen Recording (EE08) UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect Languages Languages currently available on Premise include: English, Spanish, German, French, Brazilian Portuguese, Italian, Korean, Japanese, Mandarin, Arabic, Turkish, Cantonese, Dutch, Canadian French, Russian.
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EE07 • EE08 | v 1.2.4 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE23 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE23 | GenesysEngage-onpremises | Contact Center managers and supervisors typically listen to 1-2% of agent calls as the basis for coaching and training. This means they have to rely on other metrics such as average handle time, call volumes, resolutions, or surveys as a basis for assessing agent performance. Interaction Analytics enables the content of 100% of agent calls to be incorporated into assessments, training, and coaching. Managers and supervisors can search within the interactions for specific words and phrases, accurately classify call types, sentiment, agent behavior, and customer reactions, understanding contact center performance at both an aggregate and individual level across teams and regions, including both in-house and outsourced resources. |
Identify the differentiating behaviors that both drive and increase the speed of operational improvement in areas such as first contact resolution, call volume, repeat calls or handle time reduction, and customer satisfaction of Net Promoter Score through a thorough and comprehensive analysis of call content. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content. |
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Defined | Coaching | Capabilities Assumption:
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Capabilities Assumption:
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N/A | Genesys Interaction Analytics is a browser-based user interface. Access control for specific employee roles can be configured and is handled via the User Security configuration. More information can be found within the product administration guide. |
N/A | Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual. | Assumptions for PureConnect customers running Genesys Speech and Text Analytics PureConnect Platform Assumptions: When implemented in conjunction with Genesys Interaction Recording, caller ANI and agent hierarchy data is generally available without requiring additional professional services. Where the use case is implemented in conjunction with a 3rd-party recording solution, additional professional services effort may be required to import ANI and agent hierarchy information. Appending NPS or CSAT data to recordings may require additional professional services effort. The prerequisite for this use case on PureConnect is Genesys Speech Analytics (EE22) UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect |
EE22 | v 1.2.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE24 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE24 | GenesysEngage-onpremises | Organizations invest huge amounts of time and effort in developing and testing sales campaigns, agent sales scripts to support them, and training of agents to be effective. When it comes to understanding what makes campaigns or agents effective in sales, however, they have very limited information available. Using Interaction Analytics enables deep insight into what does and does not work across all aspects of the campaign, including which messages are effective, which features or benefits customers best respond to, and the skills and behavior that agents need to be effective. Rather than relying on limited sampling, anecdote, or hearsay from agents or customers, Interaction Analytics provides objective, quantifiable feedback and points directly to what is needed to drive more successful sales outcomes. It works with inbound and outbound campaigns across new sales, cross-sell/up-sell and retention scenarios, and enables the benefits of the approach to be accurately and objectively proven. |
Recordings of campaign calls are analyzed to identify effective messages, techniques, and language used by agents, correlating these to sales outcomes and using the results to improve both campaign and agent performance. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content. |
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Defined | No sellable items • Please reference prerequisits | Capabilities Assumption:
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Capabilities Assumption:
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See the User Manual for search and discovery functionality. | N/A | Genesys Interaction Analytics is a browser-based user interface. Access control for specific employee roles can be configured and is handled via the User Security configuration. More information can be found within the product administration guide. |
N/A | Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of the Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual. | Available for Genesys on-premises customers for use with Genesys Interaction Recording and 3rd-party recording solutions. Available for PureConnect Premise customers,via the "UConnector for PureConnect" which is a custom Professional Services asset. Assumptions for PureConnect customers running Genesys Speech and Text Analytics PureConnect Platform Assumptions: Minor additional work is required to integrate 3rd-party recording and this is catered for in the use case. This has no practical impact on the performance of the system or the user experience. Interactions must be unencrypted or, if encrypted, then provided in a form and with appropriate keys to enable decryption by Genesys. The preferred format for recordings is WAV PCM (uncompressed). Preferred format for metadata associated with recordings is XML files with one XML file per recording. When deployed with PureConnect, recordings are fed to Interaction Analytics via the "UConnector for PureConnect" which is a custom Professional Services asset. The prerequisite for this use case on PureConnect is Genesys Speech Analytics (EE22) UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect Languages Languages currently available include: English, Spanish, German, French, Brazilian Portuguese, Italian, Korean, Japanese, Mandarin, Arabic, Turkish. Languages in development or on the roadmap include: Cantonese, Dutch, Canadian French. Check with product team for specific dialects and planned dates for new languages. |
EE22 | v 1.2.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE25 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE25 | GenesysEngage-onpremises | Organizations have to comply with a wide range of legal and regulatory requirements that vary depending on the industry they operate in, the types of the interactions they are handling, the types of customers they are serving, and even the content of the interaction itself. The impact of non-compliance, even in isolated instances, can be devastating legally, financially, and to the organization's reputation. It is therefore critical to ensure, as far as possible, complete compliance on every single interaction. Using Interaction Analytics provides the ability to monitor 100% of interactions, check for the occurrence or non-occurence of specific words and phrases related to a range of legal and regulatory compliance obligations, and prove the level of compliance with these obligations. This is impossible to do with sampling of recordings. |
Provide comprehensive monitoring and validation of compliance with legal, regulatory and organization obligations and both individual agent and overall organizational levels to reduce risk of compliance failures, ligitation, financial impacts, and damage to organization reputation or brand. | Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content. |
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Consistent | Coaching | Capabilities Assumption:
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Capabilities Assumption:
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Business issues that an implementation might need to deal with include:
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N/A | Genesys Interaction Analytics is a browser-based user interface. Access control for specific employee roles can be configured and is handled via the User Security configuration. More information can be found within the product administration guide. Reporting |
N/A | Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of the Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual. | Assumptions for PureConnect customers running Genesys Speech and Text Analytics PureConnect Platform Assumptions: When implemented in conjunction with Genesys Interaction Recording, caller ANI and agent hierarchy data is generally available without requiring additional professional services. Where the use case is implemented in conjunction with a 3rd-party recording solution, additional professional services effort may be required to import ANI and agent hierarchy information. Appending NPS or CSAT data to recordings may require additional professional services effort. The prerequisite for this use case on PureConnect is Genesys Speech Analytics (EE22) UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect |
EE22 | v 1.1.4 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE26 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE26 | GenesysEngage-onpremises | Traditionally, back-office environments have not enjoyed the advanced contact center benefits that workforce management solutions have provided due to the non-integrated nature of such environments. Using Genesys Workforce Management coexisting with a Genesys Enterprise Workload Management solution, businesses can effectively and accurately forecast and schedule back-office work items. | Genesys WFM, when integrated with a Genesys EWM solution, allows users to forecast and schedule for back-office work items. |
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Defined | Genesys Workforce Management |
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A prerequisite to any basic WFM deployment is a formal discovery process with resulting commensurate documentation. | N/A | Genesys WFM Web Supervisor is a browser-based UI that requires a Java applet. Access control for specific roles (such as Planners, Supervisors, Forecasters, and Schedulers) is handled via User Security configuration. See Supported Operating Environment Guide for specific browser support. |
Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Supported Operating Environment Guide for specific browser support. | The following figure shows the reporting flow: Approved, authorized staff can generate, schedule, and distribute out-of-the-box reports in the following categories:
The Genesys WFM product contains a number of out-of-the-box real-time reporting elements. Details can be found in the Workforce Management Administrator Guide. |
The Genesys WFM product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. | EE01 • EE02 | BO02 • BO03 • BO04 | v 1.1.3 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE27 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE27 | GenesysEngage-onpremises | Organizations often already have third-party systems that contain many of the same data elements that Genesys Workforce Management needs to perform its functions. These systems might include wage and time-off information found within a Human Resources (HR) or Payroll Management System. The Genesys WFM Solution includes an API that provides bi-directional integration between the Genesys WFM Solution and the existing systems, allowing for automated synchronization between the two and eliminating the need for redundant data management. | The Genesys WFM API provides server-side integration between the Genesys Workforce Management solution and third-party systems. |
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Differentiated | Genesys Workforce Management | Capabilities Assumption:
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Capabilities Assumption:
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N/A | N/A | N/A | N/A | N/A | N/A | Required Development Resources (one or more of the following):
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EE01 • EE02 • EE26 | v 1.0.3 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE28 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE28 | GenesysEngage-onpremises | Some customer experience environments need to control the scheduling and sequencing of specific tasks. For example, schedulers may wish to control which activities, channels, or tasks are worked on together or individually. Task sequencing allows the administrators and management teams to utilize workforce management to create sequences of events that can be scheduled on a regular basis, removing the need for multiple edits to align schedules to sequencing requirements. |
Task Sequences guarantee that a specific period of time is spent on specified types of work throughout the day. |
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Defined | Genesys Workforce Management |
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N/A | Genesys WFM Web Supervisor is a browser-based UI that requires a Java applet. Access control for specific roles (such as Planners, Supervisors, Forecasters, and Schedulers) is handled via User Security configuration. See Operating Environment Guide for specific browser support. |
Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See Operating Environment Guide for specific browser support. | The following figure shows the reporting flow: Approved, authorized staff can generate, schedule, and distribute out-of-the-box reports in the following categories:
The Genesys WFM product contains a number of out-of-the-box real-time reporting elements. Details can be found in the Workforce Management Administrator Guide. |
The Genesys WFM product contains a number of out-of-the-box historical reporting elements. Details can be found in the Workforce Management Administrator Guide. | EE01 • EE02 • EE26 | v 1.0.3 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE29 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE29 | GenesysEngage-onpremises | Genesys Interaction Recording is a compliance and control platform based on Genesys SIP, the T-Lib protocol, and the Genesys proprietary event model. Fully integrated to the CIM platform, Genesys Interaction Recording provides economies and powerful recording control via a host of integrations across the suite. This solution enables the modern contact center to record the entire customer interaction, enabling the contact center to meet quality and/or regulatory compliance requirements. |
This use case provides 100% voice recording of customer conversations with an agent for compliance and regulatory requirements, including access control, encrypted communications, and long-term storage. |
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Defined | No sellable items • Please reference prerequisits | Capabilities Assumption:
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MetadataMetadata are tags that are added to the recording and allow precisely targeted interaction search and selection for evaluation and analysis. What data is available depends on the distribution logic implemented in your environment. Archiving and Purging CriteriaRecordings can be archived and/or purged from the system after a specified time. After recordings have been purged, they are no longer available for supervisors or compliance officers from the Genesys user interface. The corresponding policies are configured during setup. This use case provides one set of rules that are valid for all recorded calls. GIR does not manage archived files. It is the customer's responsibility to set up the lifecycle policy of these archives and purge them after the lifecycle period. Access ControlAccess control to recordings is managed by user roles and associated permissions as well as by the organizational hierarchy defined for the individual agents. This use case includes a default set of roles that can be provided upon request. Encrypted RecordingsWhen configuring encryption, you are responsible for backup of the private key. If the private key becomes lost or corrupt, any recording encrypted using that key become unusable. If screen recording is also used in the deployment, a screen recording certificate must also be provisioned. ==== Encrypted Communications ==== Communications between GIR components occur on a secure channel. When configuring encrypted communications, TLS, you should follow your own company's security policies for creating and signing certificates. Health and AlarmingLog level alarming is present for the critical components within GIR. MCP utilizes the SNMP MA for trap capture and upstream messaging. |
N/A | N/A | The agent will have the optional capability to pause/resume a recording when confidential information is passed via the call via his agent desktop.
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N/A | N/A |
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EE07 • EE08 | v 1.0.3 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/EE30 | Current | Genesys Use Cases | GenesysEngage-onpremises | EE30 | GenesysEngage-onpremises | Genesys Interaction Recording is a compliance and control platform based on Genesys SIP, the T-Lib protocol, and the Genesys proprietary event model. Fully integrated to the CIM platform, Genesys Interaction Recording provides economies and powerful recording control via a host of integrations across the suite. This solution enables the modern contact center to record selective customer interaction, allowing the contact center to improve recording control and target discreet interactions for recording. |
This use case allows for selective recording of agent for review purposes based on metadata such as percentage-based, business-unit based, and customer type-based interactions. |
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Defined | No sellable items • Please reference prerequisits | Capabilities Assumption:
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Details of the business flow described in the previous section depend on how the system is set up for your environment. This section describes the available options and how Genesys Professional Services does the initial setup for your environment.MetadataMetadata are tags that are added to the recording and allow precisely targeted interaction search and selection for evaluation and analysis. What data is available depends on the distribution logic implemented in your environment. Archiving and Purging CriteriaRecordings can be archived and/or purged from the system after a specified time. After recordings have been purged, they are no longer available for supervisors or compliance officers from the Genesys user interface. The corresponding policies are configured during setup. This use case provides one set of rules that are valid for all recorded calls. GIR does not manage archived files. It is the customer's responsibility to set up the lifecycle policy of these archives and purge them after the lifecycle period. Access ControlAccess control to recordings is managed by user roles and associated permissions as well as by the organizational hierarchy defined for the individual agents. This use case includes a default set of roles that can be provided upon request. Pause / Resume recordingThe ability for an agent to pause / resume a recording from their agent workspace is enabled or disabled based on customer requirements. Routing RuleThe rule by which the decision to record is set. Requires a decision block within the routing strategy prior to the TRouteCall. Configure the TRouteCall request in the routing strategy to include the key record, with the values:
Attached DataAdd the following attached data key to prescribe the partitions with which the recording is to be associated.
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N/A | N/A | Using Agent Workspace, the agent can pause or resume a recording when confidential information is passed via the call. | N/A | Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Recording. In addition to the historical reporting, Genesys Interaction Recording provides audit logs for recording access. These audit logs contain the following information:
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EE07 • EE08 | v 1.0.3 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/GenesysEngage-onpremises/SL06 | Current | Genesys Use Cases | GenesysEngage-onpremises | SL06 | GenesysEngage-onpremises | Business leaders want to improve their business Key Performance Indicators (KPI), leverage the innovation in Artificial Intelligence and drive business decisions with the abundance of data and context available in their business. Predictive Routing uses machine learning to support optimization of Sales KPIs. A Sales KPI is a metric measuring the sales outcome of an interaction, in contrast to Service KPIs, which measure a Customer Experience or efficiency outcome. Sales KPIs can be a sales conversion rate, a sales revenue amount, a retention rate, a collection promise to pay. This use case focuses on improving revenue for inbound voice calls, but can also be extended to other sales-related KPIs. The impacts of choosing another KPI or another channel type are documented in this use case wherever applicable. Predictive Routing also applies to optimize Services KPIs. See Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises. Traditional routing is designed to match customers to agents through skills-based or group-based logic rather than improving KPI. Unlike traditional routing, Predictive Routing uses machine learning to detect patterns in historical data to build a predictive model. This model improves KPIs by ranking agents before making the match with customers. This model also addresses the operational challenges that occur in understaffing and overstaffing scenarios while balancing the service level with improving KPI. Predictive Routing has built-in A/B Testing to demonstrate the uplift of the KPI provided through use of machine learning. Predictive Routing leverages a variety of Genesys or third party data sources in order to build high quality predictors. |
Consider a retail bank that wants to upsell credit cards to its existing customers. Depending on the customer attributes (such as income), the bank wants to maximize both the conversion rate and the credit limit that the customer accepts, resulting in a higher overall revenue. This use case is based on a measure of sales revenue driven from a Sales reporting application (such as CRM). The underlying premise of this use case is that a customer interaction is associated to a credit card offer, either from the explicit customer intention from IVR, web, or mobile or from a business rule such as next best action. Next best action is out of scope of this use case. The Contact Center Manager or Business owner wants to increase overall revenue generated per agent. The Predictive Routing solution can help with achieving this objective. Predictive Routing:
The direct result is that the average revenue per interaction increases. Predictive Routing usually also influences adjacent service KPIs like first contact sale, CSAT or NPS, handle time, and transfers. It is a common best practice to monitor all Sales KPIs and adjacent Service Levels to evaluate all impacts (out of scope of this use case). |
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Differentiated | See Prerequisits | Parameters and Business Rules – Predictive Routing Revenue Routing Step 1 The system creates an inbound interaction when a customer voice call begins. This use case supports inbound voice involving Genesys routing. See Use Case Interdependencies for details.
Routing Step 2
Routing Step 3
Routing Step 4
Routing Step 5
Routing Step 6
Routing Step 7
Routing Step 9
Routing Step 10
Routing Step 11
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The details of the distribution of an interaction to an agent are defined in the underlying inbound use cases. Refer to the preceding flow to understand how Predictive Routing influences the distribution logic. Predictive Routing provides a routing lever that can be used to control how customer-to-agent matching behaves in customer surplus mode to distribute the interactions based on agent occupancy. |
There is no content applicable to this section. | This use case does not include specific agent desktop requirements. During the routing phase, data is attached to the interaction that the agent can see. | Predictive Routing does not include real-time reports. Operational reports are available in the Predictive Routing UI. Operational reports include:
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The historical reports available through GCXI include the following:
*A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort. |
Note the exceptions where Predictive Routing cannot be integrated listed in the interdependencies section:
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UseCases/Current/PureConnect/BO02 | Current | Genesys Use Cases | PureConnect | BO02 | PureConnect | The work distribution system is designed to capture, prioritize, and effectively distribute tasks across multiple departments to the best-suited employee, based on employees, skills, and availability. This is achieved when the system is integrated with one or multiple task source systems (like CRM, BPM, and Workflow systems) where tasks related to customers are created and stored. To determine the individual tasks' priority, the work distribution system is configured to ensure the timely completion of all tasks for all customers. The work distribution system understands the real-time status, readiness, and skills of the employees that handle tasks, and uses rules to identify how the distribution should be handled in the most effective way. Once the organization has a list of tasks that need to be handled by employees (coming from different source systems), the tasks are captured by the work distribution system and automatically distributed to employees based on their skills, capacity, and real-time presence. Prioritization rules for the tasks ensure that all tasks are distributed on time to the best fit resource. The system provides functionality for near-real-time monitoring and historical reports on operational performance and on major business KPIs. |
A customer journey initiates different process steps that may require manual intervention. The corresponding work items / tasks are created in CRM/BPM/Workflow systems, which play the role of source systems for tasks, but often distribute these tasks to separate queues. The Genesys work distribution system captures tasks created in the source systems, then places them into the queue and prioritizes the tasks based on configuration. The Genesys work distribution system can distribute all interactions (voice / non-voice) to the best-skilled agent just in time, as they become due based upon their priorities. Through blending with other media types, this use case enables Front Office-Back Office integration. |
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Head of Customer Experience, Head of Ecommerce, Head of Business Units | Consistent | CIM • CIM HA (Optional) • Genesys Infomart • Genesys Infomart - HA (optional) • GI2 for iWD (Business Objects) • GI2 for iWD (Business Objects) - HA (Optional) • Workspace Desktop Edition • intelligent Workload Distribution • iWD - Back Office (Optional) • Workspace Desktop Edition | Capabilities Assumption: This use case is available on PureConnect Cloud Currently, there is real-time reporting that is specific to generic objects on Cloud and standard reporting is used to monitor current status.
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This use case is available on Premises. Currently, there is real-time reporting that is specific to generic objects on Premises and standard reporting is used to monitor current status.
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Task Classification and Prioritization
AttributesTask prioritization in Generic Objects is based on configuration. In order to apply the configuration within Generic Objects, a set of business attributes (parameters) needs to be passed from the source system to Generic Objects during the capture event. The Generic Objects data model is flexible and allows the source system to submit any metadata that is relevant to the task. ConfigurationThe source system configuration defines the operating principles and constraints of your organization. Example: “All tasks associated with Department Finance and Customer Segment Gold are classified by the source system to be assigned a priority of high” or “If task attribute Department equals Credit and the Customer Segment equals Silver then the priority assigned by the source system is medium”. In Generic Objects, configuration uses attributes from the captured task to submit the interaction in a particular queue and to assign it to the proper group of employees. The position of the interaction in the queue is based on the total ACD queue calculation.
Task Life Cycle/Task CompletionTasks within Genesys are completed via the source system. The logical flow is as follows:
Throughout the lifecycle of the task, supervisors and managers have access to the task. This enables management to view the status and contents and to manually retrieve work items. Reclassify TasksAn employee might also need to reclassify a task. Reclassification is handled through the source system and depends on source system functionality and integration with Generic Objects. The logical flow is:
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Skill-based routing This use case provides a predefined routing strategy that creates all the queues needed to assign a task to a specific employee. The routing strategy is based on distribution via skill, ensuring that a task is distributed to the best suitable employee independent of place in the organization. The required skill is defined by the Generic Objects configuration. Each employee has one or more queues associated with their profile and a skill level associated with each queue, known as proficiencies. The skill level is used to define primary, secondary, and tertiary targets within the routing logic described below. The targets are defined as follows:
The values for N, M, and P are configurable based on Queue.The distribution logic supports Redirect on No Answer (RONA): if an employee does not accept a distributed task, the task is routed to another employee after a timeout. The first employee is set to not ready. This use case is combined with use cases for different media types. In this case, blending with other media types is supported including the required configuration of capacity rules. |
N/A | Task Handling-related Requirements The agent desktop provides the following functionality:
General Requirements The agent desktop has multiple not-ready statuses configured (Admin Work, Lunch, Meeting, Pause, RONA, and Training). The configuration of disposition codes to report on the business outcome (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up-Sell). The customer can choose for this use case from either:
Premises and Cloud IC Business Manager is a Genesys application that offers personalized dashboards based on specific functional, geographical or organizational needs. IC Business Manager dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, generic objects handled, and the average handle time. With IC Business Manager you can: Statistics Displayed on the Desktop |
Workgroup Queue You can view live statistical data for a selected workgroup queue in an efficient and highly visual format. Service Level, Abandon Rate and Wait Time statistics display prominently. You can compare statistics for selected workgroup queues by displaying this view multiple times and selecting a different workgroup each time. With the appropriate license, you can select which statistics you want to view and also enable alerts for the statistics. Agent Statistics The Agent Statistics view summarizes the activity of a single agent in a selected workgroup. This view enables supervisors to manage agents. It shows user status, workgroup activation status, and the selected agent's specific statistics. It includes a queue view of the interactions assigned to the agent. |
Queue Service Level The Queue Service Level report provides the ability to see the summary and details of up to 12 configured service levels in an absolute or cumulative view with a percentage option. Queue Summary and Detail The Queue Summary and Detail report presents summarized statistical data along with detailed statistics on workgroup queues. The statistics are reported, grouped, and summarized by any combination of the queue, media type, interval, skill, or DNIS. Data for calls answered or abandons is summarized and displayed when a single service level configuration is present in the data selected but is otherwise suppressed. The report also displays a chart for interactions distributions and service level. Wrap Up Codes The Wrap Up Codes Report displays statistics for completed interactions, summarized by the group, including; Wrap-up code, Queue, User, or Date. The flexibility in creating this report allows the User to display the groups in any order or not include a group in the report. The report also allows the User to choose to display interaction details. Queue Period Statistics Agent Wrap Up Code by Queue Detail Report This report enables a supervisor to see the wrap-up codes and related detailed statistics (number of interactions, average talk time, total talk time, average ACW, total ACW, and the number of supervisor requests) for each agent in each queue. A wrap-up code of "NS" means the user did not specify a wrap-up code in the specified time period, even though wrap-up codes were enabled and offered. Queue Period Statistics Wrap-up Code Summary Report This report enables a supervisor to see the wrap-up codes and related summary statistics (number of interactions, average talk time, total talk time, average ACW, total ACW, and the number of supervisor requests) for each agent or each queue. A wrap-up code of "NS" means the user did not specify a wrap-up code in the specified time period, even though wrap-up codes were enabled and offered. A wrap-up code of "-" (dash) indicates a regular interaction where no wrap-up code was offered, specified, or entered. |
There are known limitations on workforce planning for Generic Objects. For more information please contact your account team. |
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UseCases/Current/PureConnect/BO07 | Current | Genesys Use Cases | PureConnect | BO07 | Genesys KPI Insights | PureConnect | Business users must be able to report, monitor and make decisions regarding their contact center/customer experience to ensure ongoing improvement and the best business outcomes. Knowing when changes need to be made, the impact of the change, and when not to make changes requires the ability to rapidly identify anomalies and understand the root cause behind the anomalies. Maintaining alignment between routing, reporting, and resources is essential in streamlining the business and driving optimization. Companies set their business plans regularly along with the key performance indicator (KPI) objectives that they use to measure customer experience success. To manage the company's contact center objectives and meet end customers' business needs, there is a set of required operational KPIs. A good business practice is to analyze contact center performance through the review of service level targets and agent performance. The goal is to assess areas of focus to improve the customer service quality and identify any remediation actions. |
Improve efficiency through real-time reporting to improve agent utilization, reduce churn, and enhance customer satisfaction scores. Companies need the ability to monitor and analyze detailed interaction data to discover anomalies inservice levels and agent performance. Mapping this data against business outcomes across all channels, and where appropriate, companies can make informed strategic and operational decisions that minimize future anomalies. | CX Insights Core - Premise Subscription (APN Number: SW-001-4.0-CXIN-SUB) CX Insights Core - Cloud Subscription (SW-001-4.0-CXIN-PCC) Bundling the feature license with the Core license since we are not charging for the feature license. Userswill be required to have a base agent license. Must buy at least 10 licenses. Analytics License only applies to users. The Analytics license controls are not visible on the Station license pages. Selecting the "Analytics License" checkbox enables the license radio buttons to select the access licensing tier. Core refers to an I3_ACCESS_ANALYTICS_CORE license, which grants users the rights to login and view dashboards. |
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Business Analyst, Head of Customer Service, Head of Contact Center(s), Contact Center Supervisor / Manager | Consistent | Parameters and Business RulesService Level Analysis BL1: Assign reports to roles within the company
BL2: Comparison of reports with business level KPIs:
BL3: Analysis of contributing factors
BL4: Filter into details
BL5: Identify correlations
BL6: Identify root cause
Agent Performance Analysis BL1: Assign reports to roles within the company
BL2: Comparison of reports with business level KPIs:
BL3: Analysis of contributing factors
BL4: Filter into details
BL6: Identify root cause
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N/A | N/A | N/A | The agent and workgroup dashboards provide users with an easy way to see a wide range of real-time agent and workgroup activities to understand the current state of the contact center. The visualizations include the number of agents on- and off-queue, time in statuses, and insight into the interactions answered and on-hold, complete with filtering and sorting capabilities. Master Filters on Dashboards:
Agent Dashboards -It is possible to report the following KPIs:
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UseCases/Current/PureConnect/BO11 | Current | Genesys Use Cases | PureConnect | BO11 | PureConnect | Dynamic Case Management (DCM) enables Genesys customers to leverage the back-office automation capabilities to help employees and supervisors better manage cases. Companies can improve processes for the resolution of cases by:
In addition to this, the benefits can be combined with the Workload Management use cases. For more information, see Genesys Work and Lead Distribution (BO02) for PureConnect. Various Genesys partners can deliver the DCM component of this use case. While Genesys can integrate with many DCM partners, this use case focuses on Eccentex Appbase DCM offerings. To illustrate this use case and make it more tangible, we have provided technical information from the Eccentex platform. In a future release, we will introduce technical details from other vendors. If you are interested in another case management solution provider, the Genesys account team can help you contact our Genesys solution leads. The Genesys DCM solution can be deployed on cloud, on-premises, or in a hybrid model. Genesys DCM brings the omni-process concept, allowing integration of data and tools into a single user interface. This enables agents and advisors to work on a single application instead of having to switch between applications to resolve cases. In the background, the solution orchestrates the flow of information, ensuring that the required information is provided to the agents and advisors at the right time. The solution replicates new input in the relevant back-end systems. |
Genesys sees the digital journey of the customer as something more than a technological process to be managed by a customer relationship management (CRM) or business process management (BPM) tool; rather, it is a whole-person digital journey that serves the customers on their terms in ways most effective for their needs at any one time or at any one place.
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Head of Customer Experience, Head of Operations, Head of Business Units | Defined | Case creation For this use case, we have foreseen three ways of initiating a new case. A new case can be created: 1. Via a web form on a public or internal website. Completion of this form triggers a web service call, which creates a new case in DCM via its open API. 2. Via DCM user interface. An advisor or expert can create a new case manually. This method can be used if email or voice channels are used. The advisor (agent) who handles the call or email manually creates a new case. see: 3. Via the Eccentex Smart API. This allows the creation of cases by other backend systems. |
Simple DistributionThis use case includes simple distribution logic, where tasks are sent to workbins and it is up to the employees and experts to ensure they are processing the tasks according to the expectations of the company. Advisors need to pull tasks from their associated workbins. The escalation monitoring part of the process ensures tasks are processed in due time, by sending at-risk tasks to experts. This use case also enables supervisors to assign tasks from team workbins to one of their employee's workbins. Advanced distribution The advanced distribution can be implemented if one of the optional Workload Management distribution use cases has been selected and is deployed at the same time. In this section, highlights some of the benefits of combining this use case with a workload distribution use case:
For more information on these high-level benefits, refer to the Workload Management distribution use cases (Genesys Work and Lead Distribution (BO02) for PureConnect An additional benefit of combining use cases includes:
For example: Enterprises no longer need to foresee different target groups for all the languages and/or segments you support for a specific case type. The routing engine takes into consideration the skills (languages, segments, etc.) and proficiency levels of the advisors in the task distribution. Advisor Case handling Simple Case Handling environment The Eccentex platform comes with its own advisor environment, where employees can review and manage the tasks to which they are assigned. With access rules, it is possible to provide the right visibility and capabilities to each of the people involved in the handling of the case. Advanced Case Handling environment If a Workload Management use case will be deployed with this use case, beyond the additional routing and distribution capabilities, new capabilities will also be provided to the employees. With the Workload Management use case, an Advisor (Agent) toolbar is provided. With the toolbar, employees can log in and put themselves in the desired mode (for example, selecting their login status and ready state, communicating with colleagues, etc.). They can also easily interact with customers if some communication channels are available. Once they receive new tasks, they can get preview information and contextual information to provide an enhanced customer experience. Note that all standard case handling capabilities are unchanged as the Eccentex DCM interface appears in a frame of the Advisor/Agent toolbar as shown below. Escalation Process Escalation criteria The following escalation criteria are foreseen in this use case:
Detail escalation process Once a task has been escalated, it will always follow the same escalation path. The target escalation expert group can be determined based on the case type. Note:Adding Genesys Work and Lead Distribution (BO02) for PureConnect to this use case allows for escalation based on any metadata or context around the case.
Live notifications At several steps in the process, notifications can be activated. The activation of the different notifications can be done based on the case type. Administrators and/or supervisors can alter the content of the notification messages. Assuming several notification channels are available, the selection of the notification channel can be done based on case type (communication channels will not be delivered in the scope of this use case).
Other variables coming from the case creation forms (Maximum of 20 fields. This is not a technical limitation, for more than 20 fields, additional PS effort is required.) Examples of variables that can be captured in the creation form:
Example of Message:: Dear , With this email, we want to confirm that an ACME ticket has been created for your request < Case_Creation_Date> at < Case_ Creation_Time>. The related identifier for your ticket is the following. You will receive an answer from us in the time frame. Best regards The ACME Company Portal Case status dashboard frame This use case can also come with case status dashboard for the customer, this is only applicable if the customer has been identified during the case creation and if the company is providing personalized portal capabilities to their customers. In this case, the Dynamic Case Management platform can provide a web dashboard with all the cases associated to this customer, as well as the status of these cases. Any combination of the Case _Variables and case creation variables can be presented in this dashboard. Case_ID, Case_Status, Case_Type, Case_SLA.... Note that the integration of this case status dashboard in the existing company portal is not covered in the scope of this use case. This integration can be done or by customer resources or partner resources. CRM-Light- customer profile storing The Dynamic Case Management platform comes with an out of the box CRM Light capability. It stores customer profile data, which can be used in this case management process (such as customer search, case report based on the customer). In the scope of this use case allows for the addition of up to five fields to the default customer profile data template. Additional fields can be added but are subject to a separated quote. |
N/A | Real-time, interactive reporting in the browser is achieved with AppBase Dashboards. Reporting capabilities rely on 3rd party tools to achieve Business Intelligence and Big Data Analytics. Specifically, DCM works primarily with JasperSoft. Standard reporting provided:
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For more information, see About Interaction Reporter.
The Platform allows also the possibility to create tuned reports for the specific needs. Tuned reports, can be requested and will be subject to an additional Professional services Quote (out of scope of the standard Use Case).Samples of tuned reports: |
This use case does not include any system integration. The case submission web form and web dashboard (provided in scope) will not be integrated into the existing web environment of the customer. On request of the customer, this integration could be done by Genesys resources, but this will be subject to a separate quote by Professional Services. Customer may also choose to implement this integration with its own or partner resources. The customer should provide the communication channel(s) for the customer notification (such as email, SMS and notification gateways). If the relevant notification channel(s) are available, the use case supports the following notification types:
Note that Genesys can provide optional additional routing capabilities for these notification channels (see the Interdependencies section below for more info). This use case includes:
If additional submission form(s), case dashboard(s) and/or case processes are requested they can be purchased as an add-on. Cases can be routed up to five different target group(s) of employees plus one escalation group. (If additional groups of employees are required they can be purchased as an add-on). The numbers of employees and supervisors are unlimited, but each agent and supervisor should be equipped with a valid license. The maximum number of information fields requested in the case creation (web form or agent creation form) is limited to 20. Each of these fields can be made mandatory or not and can be submitted to classical format verification (example: date format, drop-down list, membership number format…). Note that format validation should happen in DCM, as integration to external systems is out of scope of this use case. Note that Complex field validation algorithm can be supported but, in this case, the algorithm should be provided by the customer. This part of the code remains under the responsibility of the customer. Document or photo upload is supported by default, so advisors and customer can attach digital documents to the case. DCM can also provide advance capabilities in these areas which are out of scope, such as: document scanning, indexing, image editing, format changes. These capabilities can be added to the customer implementation but will be subject to a separate quote by Professional Services. If required, this could be delivered as an add-on (this might also require additional licenses purchase). No data upload is included to populate the CRM light information (this can be done or by the customer or by Professional Services but is subject to a separate quote). Use Case Interdependencies This use case can be sold as standalone.
However, it is recommended to sell it with one of the Workload Management Use Cases.
See Interdependencies section below to review the compatibility and the availability of the Workload Management use case.
If direct communication is required between the customer and the case worker, it is recommended to select the relevant additional Genesys use cases to orchestrate the communication channels. This will ensure that:
and many more capabilities, depending on the additional Use-Cases selected. Please find below a list of possible use cases for the different platform. Note:This list is for the indicative purpose, contact your account team to get the list of relevant use cases for your configuration.
By combining the system of resolution that Eccentex provides with PureConnect system of engagement, the unified solution enables dynamic human based workflow to handle and automate the workflow. PureConnect provides the ability to engage with customers, handle exceptions that occur in the workflow and journey moments where work needs to be performed by an employee. |
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UseCases/Current/PureConnect/CE01 | Current | Genesys Use Cases | PureConnect | CE01 | Genesys Call Routing | PureConnect | Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition. To achieve this experience, they need customizable software to fit complex rules, distributed using skills-based routing while automaticity capturing each call disposition for analysis. When companies enable call routing within their Genesys environments, benefits can include: |
Customer wants to contact the company for a specific service or for further information around a product or offer and then calls the company. The system performs hours of operation, special day, and emergency checks, and then plays corresponding messages. The customer selects an option from a menu (prompt and collect) that maps to an agent skill expression. If no agents are available, the target expands to include an additional agent skill or skill-level before routing to an optional overflow number. After the initial implementation, customers can enhance the service with more Genesys routing capabilities. |
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Consistent | Capabilities Assumption:
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Capabilities Assumption:
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This section describes the parameters Genesys uses to drive routing decisions and describes how these parameters are configured. These operational parameters allow an administrator to configure a number of settings related to routing logic, including the target skills for each menu option, priority tuning, timers, and overflows. Some parameters are only available at DNIS/Route Point level. These parameters are either needed only once at the beginning of the call flow (for example, greeting message), or they are used across the entire call flow independent of the caller's subsequent DTMF menu choices. Other parameters are available at both the DNIS/Route Point level (to be used if no call steering has been activated) and at the level of the choice of a specific touch point. The following tables illustrate example parameters that are configurable through Genesys configuration tools. Parameters to configure Service Line AnnouncementsThe following parameters are configurable by service line:
Parameters to define the Call Steering/DTMF MenusThis use case defines call steering options through multiple levels within the call flows. It also describes the menu options within each level. Four independent call steering flows are included: business hours, after hours, holiday, and emergency. Flows include up to two languages.Call steering for business hours flow includes a tree with 2 menu layers and up to 25 exit routing points. A caller's choice of DTMF menus and sub-options determines the service they need, and the agent skill required to best meet that need. After hours, holiday, and emergency call steering each includes a caller prompt and one exit routing point. An exit point may include items such as routing, voicemail, external transfers, or internal transfers. Distribution ParametersThe parameters in the following list define the behavior of the distribution logic. These parameters are configurable according to the combination of possible DTMF choices in the call steering.
The skill expression that defines the target is a combination of workgroup, skill(s), and proficiencies. Best practice includes using all possible agents in the initial skill group.Agents may be configured with different proficiency levels to provide preferred assignments.
Audio ResourcesThe following audio resources are configurable by service line:
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The distribution logic includes the following functionality:
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UseCases/Current/PureConnect/CE02 | Current | Genesys Use Cases | PureConnect | CE02 | Genesys Personalized Routing | PureConnect | Callers expect a company to know who they are. Customer experience scores suffer when callers are connected to agents who don’t have any information about them or their previous interactions — resulting in unnecessary repetition, effort and time. This use case connects callers with the best-fit agent based on choices within the IVR, the type of request, and customer context. Routing parameters are configurable and flexible enough to achieve a variety of desired business outcomes. |
A call is qualified within the IVR. The customer is identified and authenticated, if needed, within the IVR menu (not part of this use case). Based on the caller's choices within the IVR, the caller is routed to the best agent able to serve the request, which can potentially lead to additional services (for example, to realize up-sell potential). The logic of this use case is business rules driven and therefore flexible to changing needs and business environments. |
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Defined | Emergency Check Emergency mode activation is enabled at the IVR entry point for the call. Genesys runs a parallel stream to continually check if agents are logged in on the platform. If no agents are detected, then an emergency mode is automatically activated. EWT Announcements Announcement of expected wait time to customers is handled based on predefined recordings. It is a good practice to announce expected wait times in approximate language, to not mislead caller expectations. Busy Treatment Messages and music are played for calls in the queue. Any number of queue messages or hold music is configurable. Skills Genesys routing uses skills for enhanced routing logic and personalization. Skills are defined by caller-specific context data. For example:
Skill level Each agent has one or more skills associated to their profile, referred to in this use case as proficiencies. Priority Model Different priorities are set for calls according to business value of the type of request. If priorities are set and an agent becomes available, Genesys distributes the call with the highest priority matching the agent's skills. This is specifically relevant if the agent can receive interactions for different types of request. The priority of a call is increased over time to make sure that low-priority calls are still distributed to an agent after a potentially longer waiting time (priority tuning). Priority tuning is configured by defining the beginning priority value for the interaction. These values are configurable at the point where the caller enters the workgroup queue. Transfer The agents can transfer calls to defined internal agent groups or business lines. The routing logic defined for these route points is similar to the routing logic defined above (without initial announcements). Only transfer route points are visible in the PureConnect Client. Additional functionality
Context Service Data The Genesys IVR can use database dips, REST, or SOAP requests to third-party systems to gather additional information about the caller while the caller traverses the IVR. This data is usable for more advanced IVR routing and decision-making. This capability would be incremental and is not included as part of standard Professional Services delivery. Parameters available per type of request / service The following is a list of business parameters that are configurable by service. These are configured in Genesys Interaction Administrator and Interaction Attendant. Note that the list is not exhaustive as additional parameters for technical settings might be required. The list does not reflect the technical realization and naming conventions to be used. Also, some of the parameters are combined for ease of readability. The list is intended for business readers to give an overview of the flexibility in the configuration of the routing logic.
Parameters available per customer context and type of request/service The following is a list of business parameters that are configurable by service and customer context. Default values for these parameters are configured by Genesys Interaction Administrator or Interaction Attendant. These base parameters are overwritten by parameters defined by rules using additional customer context. The list is not exhaustive as additional parameters for technical settings might be required. It also does not reflect the technical realization and naming conventions to be used. The list is intended to give business users an overview of the flexibility in the configuration of the routing logic:
Reporting Parameters The following business parameters represent reporting categories and they are completely customizable to a company's business model. An administrator can assign different combinations of these parameters to each of the inbound and distribution parameter groups. The assignments can distinguish them in reporting and enable identification of the unique properties of the parameter group.
Parameters to define the Call Steering This use case defines call steering options through the use of conditional evaluations based on customer context. At each evaluation, a followup action is carried out to personalize the IVR experience for the caller. These actions may include playing prompts, setting dynamic workgroups or skills, or taking different menu paths based on who the caller is (requires CEO1). The base use case includes up to 8 evaluations, each one including a follow-up action. The use case supports up to two languages.Additional evaluations may be included within this use case through expanded scope or Project Change Request. |
Call Qualification and Customer Identification (outside of the scope of this use case) As a prerequisite for this CE02 use case, call qualification and customer identification are handled by an IVR application before the start of this use case. This IVR application is outside the scope of this use case. Use case CE07, Effective Identification & Validation in IVR, can be used for this functionality.The CE02 use case assumes that Genesys receives the following information from the IVR:
Remark on naming convention in this document: “Type of request/service” is the mapping of a call to the caller's need using an IVR pre-qualification, such as a DTMF menu. Therefore, it may be more granular than a published service number for the contact center, or a department within the contact center (for example, sales or billing). The latter is sometimes also referred to as service within some organizations. However, in this use case, “service” is used interchangeably with “type of request” and refers to the more granular definition. |
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UseCases/Current/PureConnect/CE03 | Current | Genesys Use Cases | PureConnect | CE03 | Genesys Callback | PureConnect | This functional use case enables you to improve customer experience by providing wait time information and callback functionality. Depending on the length of the wait time, the system can play different messages and provide optimized customer experiences for various situations. You can specify the upper wait time threshold and the automatic transfer out of queue behavior based on the business. You can monitor the outcome of caller behaviors using reports and quickly adjust the settings if required. | Enhance your IVR application with the possibility to offer a callback. For example, if the customer has chosen to transfer to a representative but a long wait is expected, they can hear a message letting them know the estimated wait time along with an offer to receive a callback later. | Temporarily listing these here for ease of reference and to solidify SFDC updates Premise:
Professional Services Expert Applications: (Upsell opportunity, see your CSD for more info)
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Head of Customer Experience, Contact Center Supervisor / Manager, Chief Information Officer | Consistent | Callback Offering and Registration This section describes the business rules which drive the decisions made by the voice application, such as how the business rules are configured. The voice application verifies the estimated queue wait time for the type of request before transferring a call. The returned wait time is checked against the user specified settings:
The business can configure the messages played and the thresholds.
It is possible to assign a priority to callback requests. This is important in the case when this use case is combined with other inbound media types (e.g., chat or e-mail). These parameters are configurable per type of request. The type of request is determined by the point in the IVR where transition from self-service to assisted service is required. It is defined by the auto attendant application using this callback functionality. |
Distribution logic to define IVR callbacksIncluded in this use case is the addition of a single logical callback point within the IVR, with a single inclusion of the business logic. Additional instances of this use case may be added for expanded callback use. Distributing transfer calls to agents This functionality is outside the scope of this use case. The solution will transfer the call to an existing queue for inbound voice routing and will leverage existing inbound voice routing functionality.
The following lists the minimum functionality for distributing a callback generated from the IVR to agents:
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N/A | The following lists the minimum functionality for the agent’s callback interface: Customer phone number Disposition Codes to classify call and call outcome for reporting purposes We assume that this use case is used in addition to existing inbound voice functionality, so all agent desktop functionality available to handle inbound voice calls as part of this use case will also be available for handling callbacks. |
PureConnect provides callback queue statistics (offered, answered, abandoned, service levels, etc.). A callback interaction is an interaction type just like calls, chats or emails. | PureConnect provides callback queue statistics (offered, answered, abandoned, service levels, etc.). A callback interaction is an interaction type just like calls, chats or emails. Additional statistics are available with Professional Services customizations. |
Preconditions This use case contains only the functionality described in CE03, which can be integrated in existing voice (self-service) applications. This additional voice application functionality is not part of this use case.
This capability can be provided by one of the following use cases: |
NA | CE01 • CE02 | ver 1.0.1 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
UseCases/Current/PureConnect/CE07 | Current | Genesys Use Cases | PureConnect | CE07 | PureConnect | In most IVR applications, customers call into companies, such as their credit card company, bank, or cable company, and must manually identify themselves. If the call goes to an agent, customers normally need to identify themselves again to the agent. This is frustrating and time consuming for callers. IVR systems can and should contain self-service to identify the customer automatically based on their caller ID, and this information should then be used throughout the call flow for progressive identification and verification (ID&V), passed as context to a visual session or passed on to the agent, store. This makes customers feel that they want to do business with the company as their identity is proactively recognized and maintained. For example, as soon as the call connects, a data dip should be completed to identify the customer based on their caller ID. The IVR application can then configure logic to greet the caller by name, skip identification for new self-services within the same call, or skip identification or verification if they move to a visual IVR. | The IVR system proactively identifies the caller at the beginning of the call. The IVR then asks the caller to identify themselves by entering information to verify their identity. Depending on the business logic configured in the Control Center, the system routes the caller to self-service in the IVR, a main menu, or an agent. If the customer needs to go through another self-service option, the customer's ID&V status persists. This ID&V status also persists if they transfer to a visual IVR and continue their journey there. Finally, if the caller transfers from the IVR to an agent, the data captured by the IVR is displayed to the agent, providing a better experience for both the caller and agent. |
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Consistent | PureConnect: Voice XML Interpreter • GIA: Intelligent Automation Omnichannel Self-Service • GIA: Intelligent Automation Omnichannel Self-Service - HA (Optional) • PureConnect: Speech Recognition Services (Optional) • PureConnect: MRCP ASR Feature License (Optional) • PureConnect: Secure Input IVR (Optional) • PureConnect: Interaction Speech Recognizer (ISR) (Optional) • Interaction Speech Rec Tier 1 - Base Language • Interaction Speech Rec Tier 1 - Additional Language • Interaction Speech Rec Tier 2 - Base Language • Interaction Speech Rec Tier 3 - Additional Language • PureConnect: Interaction Text-To-Speech (ITTS) (Optional) • ITTS Base Langage • ITTS Additional Language • PureConnect: Interaction Attendant Remote Data Query (Optional) • PureConnect:Secure Input IVR (Optional) | Capabilities Assumption:
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Capabilities Assumption:
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BL1: Customer identification by ANI / CLI- Step 3 in the business flow above can be enabled or disabled depending on specific customer requirements. If this step is disabled, the flow always asks for a customer identifier (for example, customer ID, account number, or tracking number). This parameter can be set per company service line.
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N/A | N/A | Only available if this use case is used in conjunction with the Genesys Personalized Routing (CE02) for PureConnect use case:
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The company has a database that can be used to identify their customers. This database must provide the appropriate web services and must be web accessible.
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UseCases/Current/PureConnect/CE08 | Current | Genesys Use Cases | PureConnect | CE08 | PureConnect | This functional use case enables companies to use Payment Capture capabilities to provide PCI PA-DSS certified payments out-of-the-box (PCI PA-DSS = Payment Card Industry - Payment Application Data Security Standard). Dynamic treatment is applied so that only relevant questions for the card are asked. The use case can be deployed in fully automated or agent-initiated mode. | This use case provides the ability to quickly add a PA-DSS certified Payment Capture MicroApp** to a call flow to capture payments. The Payment Capture Microapp integrates with a third-party payment gateway to complete the payment. The application includes automatic card type detection and applies appropriate rules for collection and validation of the card data. Payments can be agent-assisted or fully automated. **Microapps provide a range of capabilities whose functionality is both highly focused and task-based, thus enabling users to quickly get in, interact, and get out of it. In the personal and business spheres, end users clearly benefit from an application interface that is tailored to their specific use case. |
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Consistent | PureConnect: Voice XML Interpreter • PureConnect: Secure Input IVR • PureConnect Cloud: PureConnect Cloud PCI Zone (Monthly Fee) • PureConnect Cloud: PureConnect Cloud PCI Zone Setup (Setup Fee) • Intelligent Automation Omnichannel Self-Service • Intelligent Automation Omnichannel Self-Service - HA (Optional) • PureConnect: Speech Recognition Services (Optional) • PureConnect: MRCP ASR Feature License (Optional) • See list of optional Nuance items in NOTES section | Capabilities Assumption:
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Capabilities Assumption:
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This section describes the business rules that drive the decisions that the Genesys system makes within the payment capture application,such as how the business rules are configured.Parameters to be passed to the payment applicationThe payment application requires the following parameters:
Configuration SettingsThe following parameters are configurable within the system:
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N/A | N/A | N/A | Available KPIs:
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Available KPIs:
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Genesys Intelligent Automation requires PureConnect Voice XML Interpreter Server, Certification of the full PCI environment is outside the scope of this use case, Customer will provide access to XML/HTTP(S) interface for integration to Payment Gateway
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UseCases/Current/PureConnect/CE09 | Current | Genesys Use Cases | PureConnect | CE09 | PureConnect | IVRs have historically been designed to maximize the containment of callers to reduce staffing costs associated with increased call volume, often without a careful assessment of customer experience. This has led to deep and complex IVR menu trees that frustrate customers, create an undesirable customer experience, and result in high opt-out rates. IVR personalization addresses the following:
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Customers presented with personalized menus and messages are more likely to self-serve. This functional use case lists several types of personalization as follows:
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Defined | For additional personalization Genesys recommends this use case in conjunction with Genesys Customer Authentication (CE07) for PureConnect. PureConnect: Voice XML Interpreter • Intelligent Automation Omnichannel Self-Service • Intelligent Automation Omnichannel Self-Service - HA (Optional) • PureConnect: Secure Input IVR (Optional) • PureConnect: Speech Recognition Services (Optional) • PureConnect: MRCP ASR Feature License (Optional) • PureConnect: Interaction Speech Recognizer (ISR) (Optional) • Interaction Speech Rec Tier 1 - Base Language • Interaction Speech Rec Tier 1 - Additional Language • Interaction Speech Rec Tier 2 - Base Language • Interaction Speech Rec Tier 3 - Additional Language • PureConnect: Interaction Text-To-Speech (ITTS) (Optional) • ITTS Base Langage • ITTS Additional Language • PureConnect: Interaction Attendant Remote Data Query (Optional) • PureConnect: Secure Input IVR (Optional) | Capabilities Assumption:
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Capabilities Assumption:
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This use case is supported by industry templates that contain examples of personalized treatments using built-in variables or external variables. See below for an example list of these variables. Personalized treatments are confirmed during design.Built-in Variables
External VariablesIn addition to the built in variables described above, additional customer variables can be used in the rules. These can be:
Business RulesBusiness rules are applied to the variables to see how they compare to the configured value. The outcome of the business rule determines which personalized treatment applies. Business rules consist of logical comparisons of one variable with predefined values. Examples include:
The list below defines the possible options for comparison:
Multiple RulesMultiple rules can be added to the business logic for personalized routing so that many different personalized treatments can be handled within the same call flow. |
N/A | N/A | N/A | Supervisors have the ability to view interactions in the IVR and see which stage the call is in. | The Genesys solution provides reports to determine:
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UseCases/Current/PureConnect/CE11 | Current | Genesys Use Cases | PureConnect | CE11 | Genesys Outbound Dialer | PureConnect | A company needs to make outbound calls to initiate contact with its customers based on specific business rules for sales, marketing, care, or collections. This use case describes the ability to configure and execute outbound dialing campaigns – both automated and agent-assisted – based on customer-provided contact list(s). Generating new business and up-selling existing customers is a critical part of any business. Sales and marketing organizations are challenged with improving the efficiency of their team members; increasing reach, contact rates, response rates, and revenue; and complying with industry regulations. Happier Agents
Happier Legal Team
Improved Effectiveness / Higher Return on Investment
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The Genesys system supports both agent-assisted and automated outbound calling campaigns using dialer and outbound IVR channels. Companies can blend contact strategies and escalate outreach attempts from automated to agent-assisted calls. Dialer calls can be made in predictive, progressive, preview, or manual mode. The company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The lists include the appropriate contact details, such as contact name, contact phone number, and contact reason. Delivery results are recorded in the system to feed into reports. Sales and lead development reps are manually dialing customers and prospects for sales and marketing purposes, which is expensive and wastes time. Companies are managing communication in silos and don't have an integrated, outbound dialing campaign. All companies must follow industry regulations and manage for compliance risk. |
Professional Services Expert Applications: (Up-sell opportunity. See your CSD for more information.)
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Consistent | Contact RecordsContact records are either manually uploaded (Cloud and On Premises), added on-demand via API (Cloud and On Premises), or by managing a the Dialer contact database directly (On Premises only). This would be configured by the organization admin or Genesys Professional Services, based on the goals of the customer and the source of the contact. There is no limit on the number of contacts. Campaign SettingsThe organization admin or Genesys Professional Services can configure various campaign settings: start/stop timing, frequency of contact per consumer, filtering treatments, answering machine detection, opt out options, connect to agent options, agent desktop display (scripting), sorting of contacts, and assigned agent group. Calling Mode - Predictive, Power, PreviewThe organization can choose to run Dialer campaigns using Agentless, Preview, Power, and/or Predictive modes. This mode is configured by the organization admin or Genesys Professional Services. Scripting SettingsThe organization configures scripts for agents using provided script building tools. Scripts have dispositions, text that contains verbiage for agents to read to live party or instructions, and data from the contact list displayed with labels, or embedded within the text area ("Hello John Customer, this is Sally Agent calling about Our Product"). Answering Machine DetectionThe organization can choose whether to disconnect or to play a message when an answering machine is detected. Machine detection may be completely disabled, in which case machines are treated as live party connects. PersonalizationFor Agentless campaigns, the content and flow of the message may use personalized information from the contact list database to determine which messages to play, and perhaps text-to-speech playback. The audio files are provided by the organization. |
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Interaction Center Business Manager For PureConnect, Interaction Center Business Manager contains the real-time reporting features for outbound capabilities. The views are documented in PureConnect help.
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Outbound historical performance reports are documented in the PureConnect help. The reports are accessible via the Interaction Reporter view of IC Business Manager. The reports provide information about campaign and agent performance over a provided time range. |
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UseCases/Current/PureConnect/CE16 | Current | Genesys Use Cases | PureConnect | CE16 | PureConnect | Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by automatically distributing emails to the best available agent based on content analysis and keywords, and automating acknowledgements and responses.
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A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed. It is then queued to the best available agent with the corresponding skill set. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements. |
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Chief Digital Officer, Head of Customer Experience, Head of Customer Service | Consistent | Advanced Server • Contact Center Level 1 • Interaction Supervisor add-on • Interaction Tracker Add-on (Optional for conversation history) • Interaction Recorder Add-on (Optional for recording) | Capabilities Assumption:
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Capabilities Assumption:
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In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.Capturing of Incoming EmailsIn step 2 of the business flow, the Genesys system checks a set of mailboxes for new emails. The following configuration options are available:
Automatic RepliesIn step 4, the Genesys system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed.This includes:
Keyword CategorizationKeyword matching allows the system administrator to configure a number of screening rules to identify emails belonging to different categories. For example, an email that contains the word “order” in the body of the email, would be categorized as a sales email. Screening rules can be configured to look for different words or phrase patterns that help categorize emails. Screening rules are applied to the email body and subject. Standard ResponsesIn the response library window, the workspace displays suggested responses to the agent based on keyword searches. Standard responses are generated by the customer for specific scenarios of desired email responses. Standard system-wide responses created in Interaction Administrator are detailed in Add a Response Management Library. The standard responses can be used in Interaction Connect or Interaction Desktop Using response management in an email is described here for Interaction Connect users and Interaction Desktop users. |
Available Parameters for Configuration by Customer The following parameters are used for the distribution logic. These parameters are configurable by category:
The following parameter is configurable by the “To” address:
Draft Emails and Agent Queue AlertsIf the agent cannot complete an email, it remains as an open interaction in the agent's queue.Supervisors can set up an alert within IC Business Manager to notify them when queue items have remained beyond a specified threshold. Additional Distribution FunctionalityThe following lists additional functionality for the distribution logic:
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N/A | The following lists the minimum requirements for the agent desktop:
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Premises and Cloud IC Business Manager is a Genesys application that offers personalized dashboards based on specific functional, geographical, or organizational needs. Pulse dashboards present information using graphical widgets that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, email interactions handled, and the average handle time. With IC Business Manager, a customer can:
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Premises and Cloud IC Business Manager out-of-the-box reports are used to:
Queue Service Level - The Queue Service Level report provides the ability to see the summary and details of up to 12 configured service levels in an absolute or cumulative view with a percentage option for the relevant media type. Queue Summary and Detail -The Queue Summary and Detail report displays summarized statistical data along with detailed statistics on Workgroup Queues. The statistics are reported, grouped, and summarized by any combination of Queue, MediaType, Interval, Skill or DNIS. Data for calls Answered or Abandons is summarized and displayed when a single service level configuration is present in the data selected, but is otherwise suppressed. The report also displays a chart for Interactions Distributions and Service Level. Agent Utilization Report - The Agent Utilization report displays time usage information by agent across all campaigns, including: talk, ACW, non-Dialer, idle, break, preview. For more information, see About Interaction Reporter. |
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UseCases/Current/PureConnect/CE18 | Current | Genesys Use Cases | PureConnect | CE18 | PureConnect | The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction. | A website visitor can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the visitor's context (requested subject). |
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Consistent | Advanced Server (Interaction Web Tools necessary for this use case) • Contact Center Level 1 • Interaction Supervisor add-on • Interaction Tracker Add-on (Optional for conversation history) • Interaction Recorder Add-on (Optional for recording) | Capabilities Assumption:
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Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability. | The following table shows the parameters that can be configured based on the subject:
Standard ResponsesIn the response library window, the workspace displays suggested responses to the agent based on keyword searches. Standard responses are generated by the customer for specific scenarios or steps of the chat flow. Operational HoursOperational hours should be configured on the customer’s webpage. The chat initiation functionality should not be displayed to website visitors outside of business hours. Additional FunctionalityThe following list includes additional functionality for the distribution logic:
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The user interface may be based on a customer-created template or generic Genesys template:
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The following list includes the minimum requirements for the chat interface:
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Premises and Cloud IC Business Manager is a Genesys application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, chat interaction handled, and the average handle time. With IC Business Manager you can:
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Premises and Cloud IC Business Manager out-of-the-box reports are used to:
Queue Service Level - The Queue Service Level report provides the ability to see the summary and details of up to 12 configured service levels in an absolute or cumulative view with a percentage option for the relevant media type. Queue Summary and Detail -The Queue Summary and Detail report displays summarized statistical data along with detailed statistics on Workgroup Queues. The statistics are reported, grouped, and summarized by any combination of Queue, MediaType, Interval, Skill or DNIS. Data for calls Answered or Abandons is summarized and displayed when a single service level configuration is present in the data selected, but is otherwise suppressed. The report also displays a chart for Interactions Distributions and Service Level. Agent Utilization Report - The Agent Utilization report displays time usage information by agent across all campaigns, including: talk, ACW, non-Dialer, idle, break, preview. For more information, see About Interaction Reporter. |
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UseCases/Current/PureConnect/CE19 | Current | Genesys Use Cases | PureConnect | CE19 | Genesys Social Media Routing | PureConnect | Social media features in PureConnect allow agents to receive and reply to inbound, ACD-routed Facebook and Twitter messages, as well as Facebook private messages and Twitter direct messages. PureConnect routes social media interactions to workgroups that are associated with Facebook and Twitter channels. | Consistently provide customer service across Twitter and Facebook by delivering interactions to the best available resource with social media public and private messaging. Agents are able to advice customers based on customer information and social media context. Standard responses enable your agents to provide consistent response to customers engaging via Facebook or Twitter. |
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Defined | This chapter describes the business logic and business rules, which drive the decisions made by PureConnect social media features within the business flow above. Engagement Scenarios The following scenarios describe typical social customer care engagement which have been used successfully. Scenario 1: Twitter - Tweet to company This scenario depicts an engagement when the social media user sends a Tweet to the company's Twitter handle using their account. PureConnect captures this message according to the predefined Twitter channel configuration and routes it to the next available agent in the configured workgroup. The incoming Twitter interaction is routed to the next available agent in Interaction Connect. The incoming Twitter interaction is delivered to the agent desktop. The agent reads the incoming Twitter message and can then send a public Twitter response. In order to consider the interaction complete, the agent disconnects the interaction. Upon disconnection, the agent may be given the opportunity to assign a wrap-up code to the interaction. If the agent responds, PureConnect sends the response back to the social media user as a Twitter reply. Scenario 2: Twitter - Direct Message (DM) to companyIn this scenario, a social media user sends a Twitter direct message to a company's Twitter handle. This is only possible when one of the following conditions is satisfied:
Note that the Twitter policies that allow sending unsolicited direct messages may change. This is outside of Genesys control and the flow and/or preconditions to send direct messages may change. Customer sends a Twitter direct message to the company: It is a typical use case for a social media user to first publicly Tweet at the company before initiating a direct message conversation. The company can publicly respond, asking the social media user to first follow the company if necessary, and then asking the customer to send a direct message to the company to carry on the conversation in private. If the social media user then sends a direct message to the company, the interaction is routed to the configured workgroup and assigned to the next available agent. The agent can then respond to the user to continue helping them in private. Once the interaction is complete, the agent can disconnect the interaction and may have an opportunity to assign a wrap-up code at that time. Scenario 3: Facebook - post on company's timeline (wall) or comment to post (Reply)A social media user uses their account to post a message on the company's Facebook page or replies to a post the company made on its Facebook page. PureConnect captures this Facebook post or reply according to the predefined Facebook Channel configuration, and routes it to the next available agent in the configured workgroup. The incoming Facebook interaction is routed to the next available agent within Interaction Connect. The incoming Facebook interaction is delivered to the agent desktop. The agent reads the incoming Facebook post or reply and can then send a public Facebook reply. In order to consider the interaction complete, the agent disconnects the interaction. Upon disconnection, the agent may be given the opportunity to assign a wrap-up code to the interaction. If the agent responds, PureConnect sends the response back to the social media user as a Facebook reply. Scenario 4: Facebook - private messagingA Facebook Messenger interaction can only be initiated by the social media user, and not directly by the agent. The customer needs to invite the company to a chat session via the “Message” button on the main Facebook page. PureConnect receives the Messenger message and routes that interaction to the next available agent in the workgroup configured for that Facebook page. The agent is then assigned the Facebook Messenger interaction. The agent picks up the Facebook Messenger interaction and begins a chat conversation with the customer. PureConnect sends the agent's replies back to the social media user in Facebook Messenger. Facebook Channel Configuration An admin can add and remove Facebook accounts in Interaction Connect. The Facebook accounts added should be associated with Facebook pages. The Facebook pages are the representation of the business for Facebook. A Facebook channel is an association of a Facebook page or pages and the workgroups to route the Facebook public posts (conversations) and Facebook Messenger messages (private messages). Twitter Channel ConfigurationAn admin can add and remove Twitter accounts to PureConnect. The Twitter accounts are the business representation of the company for Twitter. A Twitter channel is an association of Twitter handles and keywords to filter on and the workgroups to route the Twitter public posts (conversations) and Twitter direct messages. |
Facebook and Twitter social media interactions are distributed to agents based on the workgroups configured for the Facebook and Twitter channels. | Common browsers or mobile apps for social media sites. | The following lists the minimum requirements for PureConnect Social Media:
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Minimum Requirements:
ICBM System Statistics View
Other ICBM Statistics Views
ICBM Reporter Views
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Minimum Requirements:
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UseCases/Current/PureConnect/CE22 | Current | Genesys Use Cases | PureConnect | CE22 | PureConnect | Sometimes customers who are browsing your website or mobile app realize they need agent assistance. You can create a seamless transition by offering a callback option that gets the customer to the right agent based on their stated issue. The contact center agent is provided with context of the request for a seamless customer experience. | A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient time frame. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call. |
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Defined | Advanced Server • Contact Center Level 1 • Interaction Supervisor add-on • Advanced Session • Basic Session • Media Session • Interaction Media Server - Large Appliance - Gen9 (or other applicable media server types based on deployment) • Optional: Professional Services customization for advanced callbacks | Capabilities Assumption:
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Capabilities Assumption:
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The following parameters are configurable for callbacks:
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The following lists the minimum functionality for distributing a callback generated from the webpage to agents:
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The following lists the minimum functionality for the agent’s callback interface:
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Premises and Cloud IC Business Manager is a Genesys PureConnect application that offers personalized dashboards based on specific functional, geographical, or organizational needs. Pulse dashboards present information using graphical widgets that can be viewed as graphs or tables. The widgets display information about specific key performance indicators, such as service level, callback interactions handled, and the average handle time. With IC Business Manager, a customer can:
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Premises and Cloud IC Business Manager out-of-the-box reports are used to:
Queue Service Level - The Queue Service Level report provides the ability to see the summary and details of up to 12 configured service levels in an absolute or cumulative view with a percentage option for the relevant media type. Queue Summary and Detail -The Queue Summary and Detail report displays summarized statistical data along with detailed statistics on Workgroup Queues. The statistics are reported, grouped, and summarized by any combination of Queue, MediaType, Interval, Skill or DNIS. Data for calls Answered or Abandons is summarized and displayed when a single service level configuration is present in the data selected, but is otherwise suppressed. The report also displays a chart for Interactions Distributions and Service Level. Agent Utilization Report - The Agent Utilization report displays time usage information by agent across all campaigns, including: talk, ACW, non-Dialer, idle, break, preview. For more information, see About Interaction Reporter. |
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The specific configuration and features of digital callbacks are the responsibility of the customer. Web development work is needed to complete the deployment. Web or mobile scenarios may need to be considered. Genesys provides an API for integration with Genesys, which enables the functionality described in this document. Genesys Professional Services can provide consulting services to introduce web developers to the API.The integration needs to satisfy the following requirements:
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UseCases/Current/PureConnect/CE29 | Current | Genesys Use Cases | PureConnect | CE29 | PureConnect | In today’s digital world, customers want a simple, convenient method of communication through their preferred channel at a time that meets their schedule. Increasingly customers are choosing asynchronous channels, such as SMS, for the convenience it provides. Using SMS customers can avoid having to call and wait on hold for an available agent. SMS also allows customers to engage "on the go" without a dedicated mobile app. And because customers engage via SMS at faster rates than any other messaging channel, issues can be resolved more quickly. | A customer sends an SMS to a company. The SMS is captured by the Genesys system and a content analysis is performed to assign a category to the SMS. It is then queued to the best available agent with the skill set corresponding to the category. After the agent has completed the SMS response, a supervisor may review the SMS, depending on the agent, for quality management. Priority tuning improves the SLA adherence to customers' SMS messages. The use case provides reporting capabilities to provide management visibility into the SMS interaction channel. |
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In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this chapter. SMS message Categorization Keyword Matching us a method for categorizing of SMS. This is a system wide setting and only one method will be used at any given time. (Optional) Keyword Categorization As an alternative to advanced content analysis, it is possible to replace this functionality with more straightforward keyword matching categorization.Keyword matching allows the system administrator to configure a number of screening rules to identify SMS belonging to different categories. For example, an SMS message that contains the word “order” would be categorized as a sales SMS. Screening rules can be configured to look for regular expressions that look for different words or phrase patterns that help categorize SMS messages.Additionally, screening rules can be used to detect patterns like customer ID, and account number to either display or mask sensitive information to the agent. Configuration of up to three regular expressions to display to the agent / mask information are within the scope of this use case. |
N/A | N/A | The following lists the minimum requirements for the agent desktop:
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Premises and Cloud IC Business Manager is a Genesys application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, chat interaction handled, and the average handle time. With IC Business Manager you can:
SMS messages are included with the webchat type for reporting. |
Premises and Cloud IC Business Manager out-of-the-box reports are used to:
Queue Service Level - The Queue Service Level report provides the ability to see the summary and details of up to 12 configured service levels in an absolute or cumulative view with a percentage option for the relevant media type. Queue Summary and Detail -The Queue Summary and Detail report displays summarized statistical data along with detailed statistics on Workgroup Queues. The statistics are reported, grouped, and summarized by any combination of Queue, MediaType, Interval, Skill or DNIS. Data for calls Answered or Abandons is summarized and displayed when a single service level configuration is present in the data selected, but is otherwise suppressed. The report also displays a chart for Interactions Distributions and Service Level. Agent Utilization Report - The Agent Utilization report displays time usage information by agent across all campaigns, including: talk, ACW, non-Dialer, idle, break, preview. For more information, see About Interaction Reporter. |
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UseCases/Current/PureConnect/CE31 | Current | Genesys Use Cases | PureConnect | CE31 | Genesys Blended AI Bots | PureConnect | The proliferation of digital channels has led to more demanding customer expectations and a drastic increase in the number of interactions that companies have to deal with when servicing their customers. Coupled with increased usage of AI for business applications, this has resulted in organizations implementing chatbots that can interact with customers to automate tasks and assist their queries on channels such as web, mobile, social, SMS, and messaging apps.
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Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case, however, focuses on deploying a bot on web chat, mobile chat, Facebook Messengerand/or SMS. The chatbot supports or orchestrates the following capabilities:
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Chief Digital Officer, Head of Customer Experience, Head of Contact Center(s) | Differentiated | Delivery of this feature in a privately hosted cloud depends on coordinating with the schedule of the customer, some features require a lead of time to be able to deploy the implementation. |
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BL1: Agent Hand-off: The customer can ask to be connected to an available agent. At that point the chatbot is disconnected and the chat transcript (excluding sensitive data) is displayed in the agent desktop. Other context can also be displayed as Case Data. BL2: Retries: The number of retries for self-service tasks and questions can be configured by a business user. Upon maximum retries the dialog can be configured to present a message, hand off to an agent, or offer a callback if busy or outside of business hours. BL3: Response Type: The interaction flows can be configured to accept natural language responses as well as closed responses, such as account number, date of birth, and yes/no questions. This means that customers can backtrack to a different point in the dialogue when required. For example, if a customer is midway through making a payment and says “actually just tell me where your nearest branch is,” then the chatbot shows the nearest branch. BL4: Callback: If outside of business hours, or estimated wait time (EWT) is high, the chatbot can offer an immediate callback. If this option is not included, then a message states that a transfer is not possible. BL5: Survey: The customer can determine whether to address a survey or not. This can be based on:
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When the conversation is handed over to a live agent, the interaction moves to one of these use cases, depending on the channel the customer is using: | Genesys Widgets | Are handled as part of channel-specific use cases:
Chat transcript between customer and chatbot is populated in the chat interaction window in the agent desktop. |
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Historical reports cover:
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CE18 • CE19 • CE29 | CE37 | v 1.1.1 |