Genesys Work Distribution (BO02) for Genesys Engage cloud
- 1 Use Case Overview
- 2 Use Case Definition
- 3 Use Case Requirements
- 4 Assumptions
- 5 Related Documentation
Use Case Overview
Story and Business Context
The system is designed to capture, classify, prioritize and effectively distribute work items across multiple departments to the best-suited employee, based on business segmentation and resource skills and availability. This is achieved when the system is integrated with one or more work item source systems (such as Ticketing/Dynamic Case Management (DCM)/Customer Relationship Management (CRM)/Business Process Management (BPM)/Workflow systems/Home grown systems/Web Forms/Marketing Automation Systems/etc.) where work is created and needs to be handled by resources. Increasingly the resources available within your business are a mix of human and bot(s).
The Genesys system classifies and segments the incoming work, determines each individual work item's business value and priority within the universal queue, blending work from Genesys channels with work from disparate systems. All work is consistently classified and segmented according to business rules and service-level agreements, to ensure the timely completion of all work.
The Genesys system understands the real-time status, readiness, proficiency and skills of all resources that handle work items and Genesys channels, and uses a mapping configuration to identify how the distribution should be handled in the most effective way.
Once the organization has a list of work items which need to be handled by resources, the work items are captured by Genesys and automatically distributed to resources based on their skills, capacity, and real-time presence. Prioritization and segmentation are captured from the source system for the distribution to the best-fit resource. The system provides functionality for near-real-time monitoring and historical reports on operational performance. The system enables blending of work items with other Genesys channels such as email, chat, voice, and workforce planning/optimization/engagement.
Use Case Benefits*
|Use Case Benefits||Explanation|
|Improved Employee Attrition Rate||Offer fair distribution of workload across the available resources|
|Improved Employee Occupancy||Remove cherry picking by pushing work items to the right employees|
|Improved Net Promoter Score||Deliver all committed work items on time to customers|
|Reduced Administration Costs||Intelligently automate work item distribution, reduce manual distribution and monitoring of tasks by supervisors, improve scheduling and reporting. Add visibility into employee and group performance|
|Reduced Handle Time||Increase throughput, utilization and efficiency in agents' work by delivering work items to the agents' universal desktops in push mode via screen pop together with interaction context and history in blending mode|
Customer journey touch-points often represent different business processes and, even though touch-points are increasingly automated, some still need manual/human intervention. Work items that correspond to these journey touch-points are created in CRM/BPM/Workflow systems (source systems). A typical problem arises when inefficient distribution of these work items results in them becoming stuck in disjointed queues or workbins across different business units, geographical regions, systems or resource groups.
Genesys captures work items created in all source systems, then places them into the universal queue and reprioritizes them based on business needs. Genesys intelligent Workload Distribution (iWD) system then distributes work items to the best-skilled resource just in time before they become due, based upon their business value, SLAs and priorities. The reporting capabilities of the Genesys system provide visibility into operational performance and backlog, helping to drive continuous improvement. Business policies are managed via Genesys iWD Manager and Genesys Designer, so enabling business agility with less reliance on IT. Through blending with other media types and channels, iWD removes organizational silos across marketing, sales and service by enabling front-office to back-office unification and collaboration.
Use Case Definition
The diagrams in the following chapters show the business flow of this use case.
Part 1 - Capture and Distribution
Business Flow Description
- The source system (the BPM/CRM/business system storing and processing the work items associated with a business processes) requires an employee to handle a work item. A corresponding work item is created in Genesys intelligent Workload Distribution via the Genesys Cloud RESTful Capture Adapter.
- Genesys captures the new work item and creates a new interaction in the system.
- The interaction is prioritized according to specific rules and the nature of the work. The work items are continually reprioritized if the work item is not distributed to an employee.
- The work item is queued with all other interactions in the Genesys system. The priority of the work item defines the position of the work item in the global queue. Once an employee with the right skill profile becomes available to handle the work item, the work item is distributed to the employee. If it cannot be assigned within a specified period of time, it continues to be reprioritized.
- The work item is opened on the employee desktop.
- The Genesys employee desktop opens the corresponding work item within the source system.
- The employee handles the work item in the source system.
Part 2 - Work Item Handling
Business Flow Description
- The employee handles the work item in the source system. After finishing their work, they decide on the next step.
- The employee may be able to complete the work item so that no further action is required.
- They complete the work item in the source system.
- The source system updates Genesys that the work item is completed and Genesys can archive the work item.
- Alternatively, if the source system does not update Genesys, the employee finishes the work within the Genesys employee desktop (using the "mark done" button).
- The employee may choose not to finish their work immediately if, for example, they are waiting for a call back from the customer or a colleague. In this work item, the employee can park the work in their personal workbin.
- The employee may need to reschedule the work item if, for example, the customer is only available on the next day. They reschedule the work item via the source system.
- The employee may not be able to handle the work item because it is wrongly classified. They reclassify the work item via the source system.
- The employee might not take any action in the source system:
- The employee may accidentally finish the work item in the employee desktop without any update in the source system ("mark done"). To prevent this the mark done button can be disabled in Genesys desktop.
- Genesys does not receive an update of the work item via the Cloud REST Capture Adapter. In this scenario the source system needs to check for these tasks and update/restart the tasks in Genesys.
Business and Distribution Logic
Prior to Genesys receiving work items the source system classifies the work and attaches all the necessary meta data for Genesys to match this work with the best employee at the right time.
Once a work item has been created within the Genesys system, it is analyzed to be able to:
- Be associated with the right business process, department, queue, prioritization schema and employees. Work assignment to the business process is performed in realtime by the Genesys system for this work item based on employee presence and capacity rules.
- The source systems can optionally assign the due date and priority settings for handling the work item (so called work item prioritization).
- Both steps above are crucial for the distribution schema to be applied to the work items. For example the business process, department and meta data will help define the skill(s) needed to handle the work item. Work item segmentation and prioritization is based on the attributes associated to work items and on business requirements. Using these attributes or meta data is described in the following sections.
Work item segmentation and prioritization is based on meta data input from the source system(s). In order to apply these within the Genesys system, a set of business attributes (parameters) needs to be received from the source system. These attributes are captured in the capture event with the genesys capture adapter.
The work is captured and included in the global task list. Genesys intelligent Workload Distribution Manager applies segmentation rules to separate work items using core attributes and custom attributes:
- Core attributes are the fixed attributes that must be passed from the source system or the work item will be rejected (external identifier).
- Custom attributes can guide the work item to an employee and be reflected in the routing and reporting. A mapping of the source system attributes to the Genesys iWD attributes is performed at the beginning of the project. Once the environment is established the business user can manage their environment. In this use case the work item the custom attributes can be used for both screen pops on the agent desktop and segmentation in iWD Manager.
Business Rules define or mirror both the operating principles and constraints of an organization. For example, "All work items associated with Sales Department and Customer Segment Gold shall be handled within 72 hours" or "If the work item attribute Department equals Sales and the Customer Segment equals Gold then the SLA is set to 72 hours". These and finer-grained segmentation rules are established in iWD Manager and managed by the business user. The Designer application controls the distribution strategy for work items to the desired employee(s).
Genesys intelligent Workload Distribution Manager uses the attributes from the captured work item to assign it direct to an employee, agent groups, skill combinations, and/or skill proficiency levels. The position of the work item in the queue is principally determined by the priority of the work item relative to other work items in the global task list. When there are multiple work items with the same priority targeting the same employees the work that has been in routing the longest is distributed first.
Business Context and Segmentation
Within Genesys intelligent Workload Distribution, every work item is assigned to a business process. The work items are assigned after they are captured by the system based on the segmentation within intelligent Workload Distribution Manager.
In the following sample Finance and Sales Departments, the processes are split according to customer segment for the Sales Department, and according to the process type for the Finance Department, reflecting different types of skills and proficiencies. The departments and process names are easily adapted according to the changing organization's requirements.
The table shows an example for segmentation to be made intelligent Workload Distribution Manager and passed as part of the parameters listed above:
||Priority increase scheme
The business process first reads parameters values from work item attributes and, if not specified, uses a default segmentation, prioritization, and distribution scheme.
The priority schema is applied to the work item initially after capture and again periodically, according to the prioritization schema. The reprioritization follows the logic defined below.
Rules define the logic to increase the priority over time by
- Setting an initial value for the priority
- Setting a priority increment
- Setting the various periods between priority increments
- Setting the due date and time
- Set an overdue priority
- Setting the overdue or at SLA value of the priority
The priority at each point along the prioritization schema represents the urgency and business value at this point in the lifecycle of the work item. This allows a balance of work items representing different Service Level Agreements (SLA) by allowing work items of a shorter SLA to increase faster and reach the maximum priority compared with work items of equal business value with a longer SLA. The values along the graph are chosen to reflect the different SLAs; in other words, the maximum priority is reached when the due date is reached. The following picture shows the priority graph for a service work item.
In the graph above the time and date for SLA are calculated as follows:
- SLA = Creation Date plus 50 hours
- The prioritization mechanism sets the work item priority to "min priority" as the work item arrives, then linearly increases it to "At SLA" when the SLA is reached. The number of priority increments before SLA is set to 20 and to 10 after the SLA is breached. Once the work item passes its due time, the priority is set to a fixed priority of 1100 until answered.
Note that in a blended environment the priority ranges used for work items need to be broadly aligned 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 phone calls and work items and the phone calls should always be answered first, then the priority of voice calls should always be higher than work items. If there is an inflection point where work items are more important than voice calls, then the prioritization strategy should reflect that. For example, work items within 2 hours of their SLA are more important than voice calls that have waited in queue less than 5 minutes.
Work item life cycle / Work item completion - Option 1 in source system and in Genesys
Work items within Genesys are completed via the source system. The logical flow is as follows:
- The employee completes a work item in the source system.
- The employee presses "Mark Done" in Genesys to signal that they have finished working on the work item. The employee is then ready for the distribution of their next work item.
- The source system sends an update via the Capture Adapter to complete the work item. If this update does not arrive within a specified timeout, the work item is put into distribution again with same priority calculated from the graph described in the section "Priority Rules". This ensures that the work item is not stuck in the Genesys system if the employee accidentally presses "Mark Done" in Genesys.
Work item life cycle / Work item completion - Close in source system
Work items within Genesys are completed via the source system. The logical flow is as follows:
- The employee completes a work item in the source system.
- The source system sends an update via the Capture Adapter to complete the work item. If this update does not arrive within a specified timeout, the work item is put into distribution again with same priority calculated from the graph described in the section "Priority Rules". This ensures that the work item is not stuck in the Genesys system if the employee accidentally presses "Mark Done". Optionally the Mark Done button can be disabled in Genesys agent desktop to prevent this scenario from occurring.
Parking work items in the personal workbin
If the employee cannot complete a work item, but needs access to it in the near future, the employee can store the work item in their personal workbin. When they need to access the work item, the employee can pull it from their workbin and continue working on it.
To prevent work items from being stuck in an employee workbin, for example, if they are sick or on PTO the next day, the workbins can be managed by the supervisor through the desktop and returned to queue or assigned to another team member.
Rescheduling work items
An employee might also need to reschedule a work item, as when a customer can only be reached the following day. Rescheduling is handled via the source system and depend on source system functionality and integration with Genesys intelligent Workload Distribution. The logical flow is as follows:
- The employee determines that a work item needs to be rescheduled.
- The employee updates the source system, optionally setting an activation date in the source system. Most important, the employee sets the new SLA date and time in the source system.
- The employee sets Mark Done in the agent desktop. The employee is available to work on the next work item.
- The source system updates the work item in Genesys with a so-called activation date which is the date set by the employee. This ensures that the work item is not distributed before this activation date. The work item is prioritized following the logic described above, starting with the activation date. If the activation date is not set then the source system updates the work item based on the new SLA.
Reclassifying work items
An employee might also need to reclassify a work item. Re-segmentation is handled in the source system and depends on source system functionality and integration with Genesys intelligent Workload Distribution. The logical flow is as follows:
- The employee determines that a work item needs to be reclassified.
- The employee updates the source system and sets the new date in the source system.
- The employee sets Mark Done in their agent desktop. The employee is available to work on the next work item.
- The source system updates the work item in Genesys with the new attributes. The updated work item is classified according to the new attributes and distributed to an employee with the right skill profile.
The following diagram shows the distribution flow:
Distribution Flow Description
- A work item needs to be distributed.
- If the work item attributes include a preferred employee, Genesys attempts to distribute the work item to this employee until a configurable time out is reached. After this time out the work item is distributed to its primary target, defined by all employees with a specific skill/skill level.
- If the work item cannot be distributed to the primary target within a configurable time out, Genesys expands distribution to the "reception skill" or a catch-all skill expression.
- If the work item cannot be distributed to the secondary target within a configurable time out, Genesys expands distribution to the tertiary target.
- Genesys waits for an employee satisfying the skill/skill level requirements for the expanded target until the work item can be distributed.
The time-out values for the overflow logic are related to the SLA of a work item and is therefore set by the same input parameters that define the SLA (see "Priority Rules").
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 to a specific employee. The distribution strategy is based on a series of skill expressions, ensuring that a work item 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 work 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 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:
- Primary target = Employees with base skill level > N
- Secondary target = Employees with base skill level > M
- Tertiary target = Employees with base skill level > P
The values for N, M, and P are configurable in iWD Manager and Designer based on Department, Process, and metadata attached to the work item.
- Primary target = Sales Processing > 7 and Legacy System Processing > 1
- Secondary target = Sales Processing > 4
- Tertiary target = Sales Processing > 0
Routing to Preferred Employee
The source system can provide a preferred employee for a work item as work item metadata. In this work item, the distribution logic first attempts to distribute to a preferred Employee. If the work item 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 a work item which is distributed to them, the work 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.
Use Case Requirements
Customer Interface Requirements
Agent Desktop Requirements
Work Item Handling-Related Requirements
The Employee desktop provides the following functionality:
- Work item processing from Genesys work blending
- Auto or manual answer
- Pop up of the work item in the source system via URL or display of capture ID which is used to manually open a work item in the source system
- Access to Employee workbin for parking and pulling of work items
- Ability to disable "Mark Done" button if desired
- Disposition codes
- Contact History with Universal Contact Server
- Ability to pop work within the source system using Gplus (e.g. Salesforce.com), within a Workspace tab or as an external window
- Ability to transfer work items
Should the customer wish to use an embedded desktop in salesforce.com the Gplus Adapter for Salesforce.com supports intelligent Workload Distribution.
Note: Group Workbins are not supported in this use case
The agent desktop has multiple not-ready reason codes configured (Admin Work, Lunch, Meeting, Pause, RONA, and Training). These can be set through Agent Setup to meet your needs.
Statistics Displayed on the Agent Desktop
The required statistics to be presented at agent desktop consist of agent, status, and interactions statistics. The status statistic is Logged-in time (total for current day).
Pulse 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, volume of interactions handled and the average handle time. With Pulse you can:
- Monitor the current state and activity of work items to help make decisions about staffing, scheduling and routing strategies.
- Create widgets from predefined and user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
- Filter KPIs by Business Attributes such as the Category.
- Predefine templates.
||The total time that monitored employees were logged in. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the employees belonging to the specified group.|
|Ready Time||The total time this employee spent waiting for the next work item.|
|Not Ready Time||The total time this employee spent in a Not Ready status waiting for the next work item.|
|% Employee Occupancy
||The ratio of time handling work item sessions to the total login time of the employee.|
|Ringing Time||The total amount of time that work item popup was alerting the employee desktop.|
|Handle Time||The total amount of time the employee spent handling work items (the duration is not restricted to the employee focus time).|
|AHT||The average amount of time the employee spent handling work items (the duration is not restricted to the employee focus time).|
|Offered||The total number of work items that were offered for processing to this resource or employee group during the specified period. This stat type counts interactions both offered by business routing strategies and other employees.|
||The total number of work items that were offered for processing to this resource or employee group during the specified period. This stat type counts interactions both offered by business routing strategies and other employees.|
|% Accepted||The percentage of work items accepted by the employee based on total of work items proposed.|
|% Rejected||The percentage of work items rejected by the employee based on total of work items proposed.|
|% Missed||The percentage of work items missed by the employee based on total of work items proposed.|
|Accepted||The total number of work items that were offered for processing and that were accepted during the specified period.|
|Accepted (hr)||The total number of work items that were offered for processing and that were accepted during the specified period.|
|Rejected||The total number of work items that were offered for processing and that were rejected during the specified period.|
|Rejected (hr)||The total number of work items that were offered for processing and that were rejected during the specified period.|
|Missed||The total number of work items that were offered for processing and that were missed during the specified period.|
|Missed (hr)||The total number of work items that were offered for processing and that were missed during the specified period.|
|Done||The total number of work items that were terminated by an employee or group of employees during the specified period.|
|Done (hr)||The total number of inbound work items that were terminated by an Employee or group of employees during the specified period.|
|% Done||The percentage of work items marked done by the employee based on total of work items proposed.|
|% Trans Made||The percentage of work items transferred to another employee based on total of work items proposed.|
|Transfers Made||The total number of work item transfers made by this employee or employee group during the specified period. Applied to GroupAgents or GroupPlaces, this stat type calculates the total number of transfers made by all of the employees belonging to the respective group. This stat type counts each transfer instance separately including those where the employee transfers the same work item more than once.|
Warning: Pulse is not capable of tracking work item backlog correctly because it is limited to a 24-hour window. After this period, all the Genesys metrics are reset, which is not appropriate for work items having a longer lifetime. This is why backlog reporting is available through iWD Manager for cloud. iWD datamart is available in cloud for historical reporting but not available for realtime iWD reporting.
With the same reporting application that is used for the rest of the Genesys Engage cloud platform (Customer Experience Insights (GCXI) only), Genesys provides some out-of-the-box reports and metrics.
|Intraday Process Dashboard||This dashboard describes how you can use the Intraday Process Dashboard to see an intraday overview of the completed iWD tasks that were overdue, along with the counts, percentages, and averages of completed iWD tasks, breaking down the average amount of time it took to complete tasks. Users also see the performance of historical and pending work items, to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished.|
|Intraday Process Report||In this report you can gain insights and an intraday overview of the completed iWD tasks that were overdue, along with the counts, percentages, and averages of completed iWD tasks, breaking down the average amount of time it took to complete tasks. Users also see the performance of historical and pending work items, to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished.|
|Resource Performance Dashboard||The Resource Performance Dashboard provides insights into the amount of time and effort resources are spending to resolve work items. Use this dashboard to quickly identify which days, departments, and processes are occupying resource time|
|Resource Performance Report||This report describes how you (as a team leader, manager, or business user) can use the (CX Insights for iWD folder) > Resource Performance Report to understand how resources handle tasks over specific time periods. Gaining insights and the variability of performance for each process, department, and days the resource worked.|
|Task Detail Report||This report describes how you can use the (CX Insights for iWD folder) > Task Detail Report to understand the raw details of individual work items when viewed from the customer perspective. Many filters are provided to facilitate troubleshooting, identification, and validation of the results.|
|Task Work Detail Report||This report describes how you can use the Task Work Detail Report to learn more about tasks that involved more than one employee, the names of the queues that distributed the tasks to the employees, and more.|
|Customer Segment Service Level Report||This report describes how you (as a team leader or business user) can use the Customer Segment Service Level Report to learn more about the number of new tasks, number of completed tasks and percentage of all tasks that were completed during the reporting interval, by day, by customer segment, and by business process.|
- An inbound REST interface will be provisioned for intelligent Workload Distribution use case with tasks arriving from a source system.
- Outbound webhooks will be provisioned to update the source system as the task progresses through the Genesys environment.
- Integration of the source system with Genesys intelligent Workload Distribution is handled by the customer.
- Any source-system changes which are needed for the integration with Genesys are within the customer responsibility.
- The source system needs to support the update of work items in Genesys intelligent Workload Distribution as required by the work item life cycle (complete, update, pause, resume, cancel, etc.).
- To enable the functionalities of re-segmentation and rescheduling, the source system must support the flow as described above.
- The work item is managed/completed in the source application, so the employee needs to have access in the source application (BPM/CRM). To enable pop-up of the work item in the source activation, a URL must be available for to Genesys to link with the work item. Otherwise the employee must pull the work item manually.
- If preferred employee routing is used, the work item attributes must specify the same employee (agent) ID as used in Genesys.
- Work items captured from the BPM have the required minimum fields from the source system in order to apply segmentation and prioritization rules. In the scenarios described above these fields are:
- External ID - unique ID to identify the work item in the source system
- Data that can be used to derive the Process and Department for the work item
- All Genesys Engage cloud customers must use Genesys Customer Experience Insights for historical reporting.
- Workspace Web Edition (WWE 9.0) is used as the employee and supervisor desktop.
- Limits to number of departments, processes, and rules as described in "Business Logic".
- Pulse and iWD manager are used for real-time reporting.
- Work items will all appear in this use case as the "workitem" media type.
All required, alternate, and optional use cases are listed here, as well as any exceptions.
|All of the following required:||At least one of the following required:||Optional||Exceptions|
- Business Calendar and work item segmentation capabilities will be handled in Designer.
- Customizations of the business process are supported through Designer.
- The recommended approach is for the source system to provide the necessary meta data for iWD Manager to perform the classificaiton of the work down to the department and process level.
- If this capability does not exist in the source system, the source system must classify the work down to the Department and Process level.
- This use case is for routing of work items and non-realtime work only.
- Employee capacity rules will be provisioned through Agent Setup.
- Blending of voice, chat, and work item is supported. Agent Setup provisions the capacity rules for employees; for example, the agent will only work on more than media at once (1 voice, 3 chat, 1 email, 2 work items). Routing then handles the delivery of work items based on priority.
- The following known limitations exist in this use case for cloud
- 3rd-party system integration via any means except work item capture is NOT supported by cloud engineering.
- Business Process (BP) or Designer Application customization by customers or Professional Services is NOT supported by cloud engineering.
- Prioritization rule editing and or execution capabilities are NOT supported by cloud engineering.
- Desktop customization by customers or PS is NOT supported by cloud engineering.
- Desktop changes by cloud engineering is not in scope (configuration only by cloud provisioning).
- Custom attribute support during routing and reporting is NOT supported by cloud engineering.
- Realtime and Historical report/dashboard customization by customers or Professional Services are NOT supported by cloud engineering.
- Pulse templates are not supplied by Genesys Engineering and will need to be requested from Professional Services.
- The customer must provide the resources to monitor and manage their backlog through iWD manager. This is not supported by cloud engineering.
- Business calendar support in iWD Manager is not supported by cloud engineering; for example, the iWD Manager prioritization will not adjust for weekends or inside and outside of business hours.
- All work items need to be submitted through the cloud capture point only. This capture may be technically capable of capturing other media types but the infrastructure behind this capture point will only support work items or work items routed, screen popped, and reported through the capture point.
- Only Genesys WFM will be supported from Q2 2019 for interaction volume and other backlog metrics.
- V 1.1.0