Genesys Call Routing (CE01) for Genesys Engage cloud

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This topic is part of the manual Genesys Engage cloud Use Cases for version Current of Genesys Use Cases.
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Route voice interactions to the best skilled resource
    GenesysEngage-onpremises

Use Case Overview

Story and Business Context

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:

Use Case Benefits*

Use Case Benefits Explanation
Improved Employee Occupancy Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources.
Increased Sales Conversions The ability to route a sales call to the best skilled sales representative increases sales conversions.
Reduced Interaction Transfers Reduce the number of transfers due to better voice call routing through Genesys routing.
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

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.


Use Case Definition

Business Flow

The flow describes the use case from the perspective of the caller and contact center agent. The following diagram shows the business flow of the use case:

Business Flow Description

  1. The caller initiates an inbound voice call to the contact center. Optionally, Skype For Business Platform can be used.
  2. The system checks if the day is configured as a special day. In this case a special day announcement is played and the call is disconnected.
  3. The system checks if the call is within the contact center's business hours. If not an out-of-office announcement is played and the call is disconnected.
  4. The system checks if an emergency announcement is activated. In this case an emergency announcement is played and the call is disconnected.
  5. A call steering message (DTMF menu) is played with various menu options (optional).
  6. A greeting announcement is played.
  7. The caller chooses a menu option using a DTMF tone entered on the handset. If the caller does not choose an option or chooses an unavailable option, the menu is repeated up to 2 times. If the caller still does not choose a valid menu option the call is handled with default routing parameters.
  8. The call is distributed to the best-fit agent for the chosen topic based on the agent's skill and skill level (see Distribution Logic for details).
  9. At the end of the call the agent sets a disposition code to record the call outcome for reporting purposes.

Business and Distribution Logic

Business Logic

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 Announcements

The following parameters can be configured by service line:

Name Description
Business hours Sets the hours that you are open and accepting calls
Special day A list of exceptions to the regular open hours, for a holiday or other reason
Emergency declared Activates the emergency announcement (i.e. power outage, general closure)


Parameters to define the Call Steering / DTMF Menus

The 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 Parameters

The 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.

Name Description
Primary Target The skill and skill level expression to which the call will be routed. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.
Secondary Target The skill and skill level expression to which the call will be routed in the first target expansion step. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.
Tertiary Target The skill and skill level expression to which the call will be routed in the second target expansion step. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.

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:

  • Priority increment (the amount to increase the priority after the interval time)
  • Priority interval (the time between priority increases)
  • Priority limit (the maximum priority)
  • Priority start (the starting priority)

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.

Name Description
Department Business organization used as a category for reporting
Flow A business flow used as a category in reporting
Intent Category Business categories typically used as the top level of the call steering menu choices


Audio Resources

The following audio resources are configurable by service line:

Name Example
Business Hours A message announcing office closure and inviting to call again at opening time
Please Wait on Hold A message inviting to wait
Welcome A Greeting message
Emergency An emergency message
Special Day A message announcing office closure due to special day (i.e. a bank holiday)
Music waiting in queue Music
Main DTMF Menu Message The main Call Steering menu accouncement
Sub-DTMF Menu Messages (multiple messages) The sub-menu messages for the Call Steering as required.

Distribution Flow

Distribution Flow Description

  1. The system checks whether any agents corresponding to the target are logged in. If no agents are logged in, the flow will continue with step 8.
  2. If agents are logged in, the call is queued to the first target.
  3. The system checks whether any agents are available.
  4. If agents with the required target are available, the call will be distributed to the available agent who is longest idle.
  5. If no agent is available, music is played while the caller is in queue.
  6. The priority is increased according to priority tuning parameters.
  7. The system checks whether the target timeout has expired (if configured). If the timeout has not expired, the call continues to wait for an available agent.
  8. If the timeout has expired, then the system checks whether an additional target has been configured. If no additional target has been configured, the call continues to wait for an available agent.
  9. If the next target is still internal, Genesys will attempt to distribute to the expanded target. Up to a maximum of two iterations of target expansion can be configured. The flow continues at step 1.
  10. If the next target is configured to be an external number, the call will be forwarded to this number.

Distribution Logic

General distribution functionality



The distribution logic will include the following functionality:

  • The target will be configurable by (final) DTMF choice. Additional targets are optional.
  • RONA-functionality: If an agent does not accept the voice interaction, the voice call will be automatically put back into the distribution flow after a time out. The agent will be set to not-ready.
  • Blending with other media types will be possible. Priority settings for voice interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).


Use Case Requirements

Customer Interface Requirements

N/A

Agent Desktop Requirements

  • The agent can view the menu selection (service) and/or the DNIS when the call is presented
  • Agents can transfer calls to other individual agents as out-of-the-box functionality.
  • The agents can transfer calls to defined route points. The routing logic defined for these route points will be similar to the routing logic defined above. Only route points to transfer calls will be visible to the agent in his desktop.
  • Configuration of not-ready reason codes (Admin Work, Lunch, Meeting, Pause, RONA and Training).
  • Configuration of disposition codes for reporting of business outcome (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell).

If Skype for Business Platform is used for Inbound call (option), the agent uses Workspace Desktop Edition integrated with Skype for Business endpoint.

Reporting

Real-time Reporting

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, interactions handled, and the average handle time.

With Pulse you can:

  • Monitor the current state and activity of Contact Center objects to help make decisions about staffing, scheduling and call 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.
  • Predefined Inbound templates
    • Agent KPIs
    • Agent Group Status
    • Agent Login
    • Queue KPIs

Pulse Example Dashboards

Genesys Pulse offers personalized dashboards based on specific functional, geographical or organizational needs. Each Genesys Pulse dashboard presents information by widgets that can be simply configured to be viewed as graphs or tables and show information about queues, outbound campaigns, agent groups or employees. By selecting specific Key Performance Indicators (KPIs), such as service level, the number of interactions handled and average handle time, you can quickly customize Pulse to match your needs and help you make better decisions faster.

The following is an example of a Pulse Dashboard:

Example Pulse Dashboard

Service Level Performance

Monitor KPIs by segment, category, department and company (Queue KPIs, Queue Overflows):

  • Intraday service level with cumulative metrics
  • Current SLA
  • Overflows and dissuasion

Queue KPIs

See below the Queue KPIs widget displaying for each segment (VQ related to customer business) its respective KPIs (Service Level, Calls Answered, Current Calls in queue, ASA, AHT, ..) in expanded views.

The first screenshot shows what can be displayed in the grid view. Specific thresholds can be configured based on customers' SLA.

Queue KPIs

The second screenshot shows what can be displayed in the bar view to visualize the Service Level performance with a better granularity and identify a time range where service level could be degraded.

Queue KPI - Bar View

The third screenshot shows what can be displayed in the bar view to visualize the Service Level performance as well as other main KPIs to measure the calls distribution performance.

Queue KPIs - Service Level and other main KPIs

The fourth screenshot shows what can be displayed in the line view to visualize the trend of the Service Level within the current day.

Line View

Team and Employee Performance

In order to manage the workload across different teams, it is important for Pulse supervisors to monitor their employee availability and behavior. The ability to view a representation of all the agents assigned to a group and their current states provides supervisors a quick look at available staff and an at-a-glance view of their current states, for example, agents on calls, on hold, waiting for calls, or not ready with reason.

Agent Group Status

This widget can be applied to Genesys Agent Groups only.

The first screenshot shows what can be displayed in the grid view. Pulse supervisors can visualize KPIs and current status of their workforce.

Agent Group Status - Grid View

The second screenshot shows what can be displayed in the bar view. At a glance, Pulse supervisors can visualize the distribution of agent status per team.

Agent Group Status - Bar View

The third screenshot shows what can be displayed in the line chart view. At a glance, Pulse supervisors can visualize and compare the trend of agents logged in per team.

Agent Group Status - Line Chart View

Agent KPIs

This report can be applied to Genesys Agent and Agent Group.

The first screenshot shows what can be displayed in the grid view. Pulse supervisors can visualize agent KPIs and status of their workforce.

Agent KPIs - Grid View

The second screenshot shows what can be displayed in the bar view. At a glance, Pulse supervisors can visualize agent status and activity. Supervisors can sorted out agents out of specific interests. In this case, the supervisor sorted agents out of calls answered.

Agent KPIs - Bar View

The third screenshot shows what can be displayed in the line chart view. At a glance, Pulse supervisors can visualize the trend and compare the number of calls answered per agent.

Agent KPIs - Line Chart View

Agent Login

This report can be applied to Genesys agents only. With this report, the supervisor can ensure the agents are logged in where they should be and managing the service for which they are responsible but also monitor the current agent status.

The first screenshot shows the reason why agents are not ready in a specific group.

Agents Not Ready

The second screenshot shows the properties related to the call currently handled by agents. It includes 4 KVP which are the one associated to Service Type, Service Sub Type, Customer Segment and Business Result.

Agent Login - Currently handled calls

NOTE: Occupancy metric is specific to media type, it does not give the overall Occupancy of the agent across media types. You also have to consider if the agent can handle concurrent interactions this can understate the agents true Occupancy.

Cloud

Real-time reporting is provided by Genesys Pulse and by Designer Analytics.

The following ready to use Pulse reports are available for this use case in Cloud:

  • Agent Group Status—Displays the current number of agents in their various interaction handling states by group.
  • Agent KPIs—Displays agent key performance indicators for agent groups and individual agents within those groups.
  • Agent Login—Displays agents that are logged in, what type of work they have been assigned, and their current status.
  • Queue KPIs—Displays call activity associated with the interaction queues.

Each Genesys Pulse report presents information within graphical widgets that you can configure to 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. To customize reports, you select specific key performance indicators (such as service level, the number of interactions handled, or average handle time).

Historical Reporting

Premise

CX Insights out-of-the-box reports will be used to:

  • Measure the effectiveness and efficiency of the use case
  • Dimension reporting metrics by the “Reporting Business Parameters”
  • The not-ready time in agents reports will be split for not ready reason codes set as follows “Break”, “Lunch”
  • Monitor calls dissuaded due to emergency or out of office conditions as follows: “OutOfHours", "IsSpecialDay", "Emergency", "NoMoreTargets", "RouteOverflow"
  • Evaluate resource performance with a variety of reports for Agents and Detail facts
  • Report on calls transferred to an external number separately
  • Compare agent performance in handling interactions against the agent’s group, focusing on a few specific measures that demonstrate the possible mishandling of interactions—a high number of unaccepted interactions, excessive hold and after-call work (wrap) times, and shorter-than-usual engage (talk) duration with customers.

Reporting Metrics

NOTE: Almost all CX Insight reports and metrics are dimensioned by Media Type, Interaction Type and some form of date&time out of the box. Occupancy metric is specific to media type, it does not give the overall Occupancy of the agent across media types. You also have to consider if the agent can handle concurrent interactions as this can understate the agents true Occupancy.

There are 40+ reports available reports to confirm the benefits for this use case. The following shows key metrics as examples:

Agent KPIs enable the organization to measure and filter InfoMart data based on the interaction-related activities that are conducted by active agents.

  Sample Agent KPIs Description
Activity Examples for available KPIs:
  • Abandoned Inviting
  • Accepted
  • Conference Initiated
  • Consult Initiated
  • Engage Time
  • Handle Time
  • Hold
  • Invite
  • Offered
  • Rejected
  • Wrap


Agent interaction level data.


Counts and duration measures are attributed to the reporting interval in which interactions are offered to the agent.

Interaction

State & Reason

Examples for available KPIs:
  •  % Engage Time
  •  % Hold Time
  •  % Invite Time
  •  % Wrap In Time
  • Accepted
  • Consult Received Accepted
  • Engage Time
  • Not Accepted
  • Not Ready In Time
  • Offered
Agent interaction level data.


Measures are attributed to each reporting interval in which agents handle the interactions and durations are clipped at interval boundaries.

Summarized

State & Reason

Examples for available KPIs:
  •  % Busy Time
  •  % Not Ready Reason Time
  •  % Occupancy
  •  % Ready Time
  •  % Wrap Time
  • Active Time
  • Not Ready
  • Not Ready Reason Time
  • Wrap
Agent summarized data for a session.


Measures are attributed to each reporting interval in which agents handle the calls, and durations are clipped at interval boundaries.


Queue KPI enable the organization to measure and filter InfoMart data based on the queue(s) through which customer interactions pass or the Business Attributes associated with the interactions. Counts and duration measures are attributed to the reporting interval in which interactions entered the queue.

  Queue KPIs Description
Queue Examples for available KPIs:
  • Period
  • Queue Name
  • Media Type
  • Customer Segment
  • Service Type
  • Service Subtype
  • Entered
  • Abandoned Waiting
  • Abandoned Time
  • Not Accepted
  • Redirected
  • Accepted Agent
  • Accepted Agent in Threshold
  • Accept Time Agent
  •  % Service Level
  • Invite Time
  • Engage Time
  • Handle Time
  • Transfer Initiated Agent
  • ….


Queue interaction level data.


Counts and duration measures are attributed to the reporting interval in which interactions are offered to the queue.


Business Attribute KPI enable the organization to measure and filter Info Mart data based on the business attributes that are associated with the customer interactions. Counts and duration measures are attributed to the reporting interval in which interactions entered the Contact Center.

  Business Attributes KPIs Description
Business Attributes Examples for available KPIs:
  • Period
  • Media Type
  • Customer Segment
  • Service Type
  • Service Subtype
  • Entered
  • Entered Obj
  • Abandoned Waiting
  • Not Accepted
  • Redirected
  • Accepted
  • Accepted in Threshold
  • Accept Time Agent
  •  % Service Level
  • Engage Time
  • Handle Time
  • Avg Handle Time
  • Transfer Initiated Agent
  • ….


Business Attribute interaction level data.


Counts and duration measures are attributed to the reporting interval in which interactions are offered by business attribute.


Accepted Agent enable the organization to measure and filter Info Mart data based on the queue(s) through which customer interactions pass in which agents accept or answer the interaction. Counts and duration measures are attributed to the reporting interval in which interactions entered the queue.

  Accepted Agent KPIs Description
Accepted Agent Available KPIs:
  • Queue Name
  • Mediaedia Type
  • Customerustomer Segment
  • Service Type
  • Service Subtype
  • Accepted Waiting 1..20 Thresholds
  •  % Accepted Waiting 1..20 Thresholds


Service quality data for interactions in Queue.


Gauges service quality by indicating how many interactions were accepted as well as the percentage of interactions that were accepted within a specific set of time ranges.


Abandoned Waiting enable the organization to measure and filter Info Mart data based on the queue(s) through which customer interactions abandoned while waiting to be answered. Counts and duration measures are attributed to the reporting interval in which interactions entered the queue.

  Abandoned Waiting KPIs Description
Abandoned Waiting Available KPIs:
  • Queue Name
  • Media Type
  • Customer Segment
  • Service Type
  • Service Subtype
  • Abandoned Waiting 1..20 Thresholds
  •  % Abandoned Waiting 1..20 Thresholds


Service quality data for interactions in Queue.


Gauges service quality by indicating how many interactions were abandoned as well as the percentage of interactions that were abandoned, while the interactions were queued at a specific queue for a specific set of time ranges. The time ranges are configured within the InfoMart Application options.


Interaction Details enable the organization to track low-level interaction details.

  Interaction Detail KPIs Description
Handling Attempt Available KPIs:
  • Interaction ID
  • Connection ID
  • Media Type
  • Customer ID
  • Customer Segment
  • Service Type
  • Service Subtype
  • Business Result
  • Interaction Type
  • Start Timestamp
  • End Timestamp
  • Routing Target
  • Resource Role
  • Role Reason
  • Technical Result
  • Result Reason
  • Queue Time
  • Route Point Time
  • Total Duration
  • Customer Talk Time
  • Customer Hold Time
  • Customer Wrap Time
  • ....


Handling Attempt detail interaction level data.


Handling Attempt details of interactions that are stored mostly in the INTERACTION_RESOURCE_FACT Info Mart tables.

Flow Available KPIs:
  • Agent/Queue
  • Connection ID
  • Media Type
  • Customer ID
  • Interaction ID
  • Interaction Type
  • Interaction Subtype
  • Segment ID
  • Source
  • Target
  • Technical Result Resource Role
  • Technical Result Role Reason
  • Technical Result
  • Technical Result Reason
  • Duration


Flow detail interaction level data.


Interaction-flow details of interactions that are stored mostly in the INTERACTION_FACT, INTERACTION_RESOURCE_FACT, and MEDIATION_SEGMENT_FACT Info Mart tables.

Transfer Available KPIs:
  • Interaction ID
  • Media Type
  • Source
  • Source Service Type
  • Source Service Subtype
  • Source Customer Segment
  • Source Last Queue
  • Source Technical Result
  • Source Customer Engage Time
  • Source Customer Hold Time
  • Source Customer Wrap Time
  • Source Queue Time
  • Target
  • Target Service Type
  • Target Service Subtype
  • Target Customer Segment
  • Target Last Queue
  • Target Technical Result
  • Target Customer Engage Time
  • Target Customer Hold Time
  • Target Customer Wrap Time
  • Target Queue Time
  • ....


Transfer detail interaction level data.


Interaction details identifying the source and destination of transferred and conference interactions.


Cloud

Due to the continuous evolution, the features available in Cloud rapidly change. Please reach out to your local Cloud Team for latest information.

Assumptions

General Assumptions

SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.


Optionally Skype for business can be offered for Genesys Engage on-premises only (not supported for Genesys Engage cloud).

Customer Assumptions

Interdependencies

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
None None None None

Premise Assumptions

  • Genesys Infomart and Interactive Insights will be used for historical reporting
  • Implementation based on SIP Server (SIP Voice Blueprint)
  • No Genesys Voice Portal - all customer input is via DTMF prompt and collect
  • No Integration with third party systems
  • Pulse will be used for real-time reporting.
  • Routing parameters are configured through GAX operational parameter groups, which are referenced in the underlying strategy / routing application
  • Text To Speech and Speech Recognition are not included.
  • Workspace Desktop Edition will be used as agent desktop

For Skype for Business Connectivity (Option):

  • Integration with Skype for Business based on Multimedia Connector (Skype for Business Blueprint)
  • The agent uses Workspace Desktop Edition integrated with Skype for Business endpoint.
  • No integration with 3rd party recording. GIR is the only available recording option with Multimedia Connector for Skype for Business.
  • GIA is not supported as a standard option.
  • PS team should be consulted for Skype for Business Platform deployment.

Cloud Assumptions

  • All customer input is via DTMF prompts. Customers need to provide these recordings for prompts. Standard definition for these recordings will be provided
  • All routing options and configuration parameters are configured through Designer Data Tables. This will allow users simplicity in managing their interaction logic and to dynamically make changes
  • Genesys Workstation Web Edition will be provided as Agent Desktop
  • Implementation of this use case will be based on the corresponding Pure-Engage cloud blueprint Architecture
  • No integration with third party systems out-of-box
  • Pulse will be used for real-time reporting
  • Text-to Speech and Speech Recognition are not included


  • Skype for Business Connectivity not supported

Related Documentation

Document Version

  • v 1.2.0