Digital 1 bundle

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This topic is part of the manual Genesys Choice for version Current of System-Level Documentation.


Describes the Digital 1 bundle in Genesys Choice, its capabilities, and measurement through BDS metrics.

The Digital 1 bundle provides core digital customer service capabilities across web and mobile chat, email, and SMS channels. In addition, the Digital 1 bundle provides applications for Routing/Context Routing, Agent Workspace, Reporting, Workload and Configuration tools.

With the Digital 1 bundle, you have access to the following GWS APIs:

  1. Workspace API
  2. Provisioning API
  3. Statistics API

Additionally, you have access to the APIs included in the following capabilities section.

Digital

Metric specification

Billable item Users are counted and billed as Digital 1 users in a given billing period if they use any of the following features:
  • Chat
  • Email
  • SMS
A user accessing other non-desktop applications such as Designer, Reporting, and so on is not counted as a Digital 1 user and, therefore, their log in to those applications is not billed.
Unit of measure User
Metric name bundle_digital_one
Metric frequency Daily
Metric scope Region
Metric definition and capabilities

Named Digital 1 users

  • The total number of unique User IDs (including supervisors) that logged into a Digital 1 bundled Multicloud CX service in a given geographic region and have taken a Chat, Email, or SMS interaction during the billing period.
  • Named users are calculated and billed separately for each geographic region. If a User ID is logged into a Digital 1 bundled Multicloud CX service in multiple geographic regions, that User ID is counted as a named user in each of those regions during the billing period for that service.
  • Any User ID used by Genesys for testing purpose is excluded from the named user calculation.
  • Any User ID used by a customer for testing purpose is included in the named user calculation.
  • If a Supervisor has logged into a digital channel and handled at least one Chat, Email, or SMS interaction, then their user ID is counted as a Named Digital 1 user.

Concurrent Digital 1 users

  • The maximum number of unique User IDs (including supervisors) that logged into a Digital 1 bundled Multicloud CX service in a given geographic region and have taken a Chat, Email, or SMS interaction within any one second interval during the billing period.
  • Concurrent users are calculated and billed separately for each geographic region. If a User ID is logged into a Digital 1 bundled Multicloud CX service in multiple geographic regions, that User ID is counted as a concurrent user in each of those regions during the billing period for that service.
  • Any User ID used by Genesys for testing purpose is excluded from the concurrent user calculation.
  • Any User ID used by a customer for testing purpose is included in the concurrent user calculation.
  • If a Supervisor has logged into a digital channel and handled at least one Chat, Email, or SMS interaction within any one second interval, then their user ID is counted as a Concurrent Digital 1 user.

Chat capabilities

  • Asynchronous, long-lived conversations over web or mobile channels.
  • API to enable chat within the customer's mobile application (iPhone, Android); enterprises can enable push notifications and customize the chat interface within their apps (see: Consumer Messaging API).
  • API to enable customized chat widget for web/mobile web channel (see: Widgets API).
  • Access to useĀ Third-Party Messaging API.
  • Emojis and image transfer (additional rich media elements in roadmap).
  • Agent-initiated outbound messages.
  • Seamless integration with chatbots.

Email capabilities

  • Classify and categorize emails with multiple levels of rules.
  • Set and manage prioritization schemas to meet your SLAs.
  • View and manage the email backlog with advanced query capabilities in a business-friendly user interface.
  • Create routing strategies in Designer.
  • Set up automated acknowledgment emails by mailbox or category.
  • Create standard responses in Designer for use by agents within Agent Workspace.
  • Use the Genesys WFM connector to manage your workforce.
  • View near real-time dashboards within Workload Manager.
  • Personal Workbins for Agents to manage their emails.
  • Transfer email(s) to another agent, agent group, skill, or queue.
  • View related emails by using the tree-view toggle or searching for specific parameters.
  • Ability to send emails to a supervisor for review before sending them to customers.
  • Access to useĀ Secure Email API.

SMS capabilities

  • Asynchronous mode allows customers to connect with companies on their own terms; conversations can continue over minutes, hours or days
  • Use short codes, local long codes and toll-free numbers to communicate to virtually any phone
  • Support for native and third-party SMS aggregators
  • Inbound SMS responses can be connected to CX Contact campaigns
  • Transfer SMS conversations to another agent, agent group, skill, or queue
  • Support for auto-responses, standard responses, and chatbot support
  • Last agent subscription and notifications to provide consistency where possible
  • Agents able to respond to/from multiple numbers for categorization of communications

If you are looking for additional social engagement and messaging channels like Facebook, WhatsApp, and Twitter, see the Digital 2 bundle.

If you are looking for inbound voice and outbound capabilities (including SMS and Email), see the voice bundles - Voice 1 and Voice 2.
Data source Genesys Info Mart database
Deployment model One global instance of Genesys Info Mart database for each tenant.