Genesys Email Routing (CE16) 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 email interactions to the best skilled resource
    GenesysEngage-onpremises

Use Case Overview

Story and Business Context

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. By routing to the best-fit agent, Genesys can improve handle time, first contact resolution, agent utilization and customer satisfaction. To support your company’s goals for the ideal customer experience, Genesys’ email solution systematizes automatic acknowledgement and routes the email to the appropriately skilled agent.

Use Case Benefits*

Use Case Benefits Explanation
Improved Employee Occupancy Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee occupancy.
Improved First Contact Resolution Increased first contact resolution from routing emails to the right resource through skills-based routing
Improved Net Promoter Score Improved NPS by addressing customers' requests in a timely manner
Increased Revenue Increased revenue from revenue-generating opportunities
Reduced Handle Time Reduced handle time from routing emails to the right resource through skills-based routing
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

A customer sends an email to a company via email address. The email is captured by the Genesys system and is then queued to the best-skilled and available agent with the skill set corresponding to the email "TO" address. If applicable, the agent composes a proper response, sends back the email answer, and dispositions the interaction accordingly. Reporting and analytics functionality is available to provide visibility into the email channel, and to help improve email handling and customer experience.


Use Case Definition

Business Flow

The following flow describes the use case from the perspective of the main actors, i.e. user and contact center agent.

The following diagrams show the business flow of the use case:

Business Flow Description

  1. A customer sends an email to one of the public addresses (such as orders@abc.org) monitored by the Genesys email solution.
  2. Genesys periodically checks corporate inboxes for new emails using POP3 or IMAP.
  3. The new email is captured by Genesys including “From”, “To”, and “Subject” as metadata.
  4. Genesys verifies if the corresponding user already exists as a contact within the Genesys Universal Contact History (by email address). If the contact does not exist yet, Genesys creates the contact. The email and any response by the agent are attached to the contact.
  5. The system sends out a receipt acknowledgement email to the customer with a predefined template.
  6. The system determines the required skill based on the "To" address.
  7. Once an agent with the requested skill is available, the email is routed to the agent's workspace application with screen pop showing “From”, “To”, and “Subject” information. Any available contact information from the Genesys Contact History (customer name, for example) and previous contact history is also displayed.
  8. Once the agent reads the email, he or she needs to decide if a reply is needed.
    • If no reply is needed, the agent marks the email as done.
    • If a reply is needed, the Agent creates an outbound reply email, potentially using a standard response template.
  9. The agent can set a disposition code to mark the business outcome for reporting purposes.

Business and Distribution Logic

Business Logic

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 Emails

In step 2 of the business flow, the Genesys system checks a set of up to 20 mailboxes for new emails. (One outbound email box is supported.) The following configuration options are available:

  • Address of email server for mail box
  • Authentication details for mail box
  • Protocol for communication (POP3, IMAP)
  • Polling frequency (how often the mailbox is checked for new emails; default is 30 seconds)
  • Maximum size (the maximum size of emails accepted by Genesys). Emails larger than this size are left in the mailbox and not captured by Genesys. (Max. size is currently limited to 5 Mbyte.*2)

Standard responses

The Genesys Workspace displays available standard responses 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 standard responses will need to be provided by the customer.

Available parameters for configuration by customer

The following lists the parameters used for the distribution logic. These parameters are configurable by category:

  • Skill / skill level for the first, second, third and fourth target
  • Supervisor skill / skill level for the first, second, third and fourth target
  • Overflow timeouts for overflowing to skill-based routing and from overflowing between targets. These timeouts are based on age of interaction.
  • Auto-acknowledge message
  • View email in queue
  • Manage queue
  • Transfer email to agent
  • Manage email information in queue
  • 2 A larger email size requires customization. Additional charges may apply.

Distribution Flow

The following flow describes the logic for the distribution of emails to the best skilled and available agent.

Distribution Flow Description

  1. The system checks for email.
  2. The system waits for the best fit agent defined by the skill and skill level for the requested subject until a specified timeout is reached. The required skill and skill level is defined per category.
  3. The potential pool of agents is expanded via reducing the requested minimum skill level. The system will wait for an agent until a second timeout is reached.
  4. The potential pool of agents is expanded via reducing the requested minimum skill level. The system will wait for an agent until a third timeout is reached.
  5. The potential pool of agents is expanded a last time via reducing the requested minimum skill level.

Distribution Logic

Draft work bin and escalation

If the agent cannot complete an email, she can store the email in her personal workbin. When she needs to access the email, she can pull it from her workbin and continue working on it.


Additional Distribution functionality

The following lists additional functionality for the distribution logic:


  • Re-route on no answer (RONA): If an agent does not accept the email interaction, the email interaction is automatically put back into the distribution flow after a time-out. The agent is set to not-ready.
  • Blending with other media types is possible.
  • Transfers are possible to another category, i.e., to agents satisfying the skills of another category.


Use Case Requirements

Customer Interface Requirements

N/A

Agent Desktop Requirements

The following lists the minimum feature set for the agent desktop:

  • Access to Contact and Interaction History
  • Configuration of not-ready reason codes (i.e., Admin Work, Lunch, Meeting, Pause, RONA and Training)
  • Configuration of disposition codes (i.e., Cross Sell, Need Follow Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell)
  • Access to standard response library
  • Automatically insert salutations, greetings, signatures, disclosures, and other predefined text when replying to messages
  • Agent to Agent transfer
  • Agent to Queue transfer
  • Store draft email in personal workbin
  • Interaction Queue Management for supervisors

Reporting

Real-time Reporting

Pulseis a Genesys application that offers personalized dashboards based on specific functional, organisational or geographical needs. Pulse dashboards present information using graphical "widgets" that can be used as graphs or tables, showing information about specific key performance indicators, such as service level, email interaction 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.
  • Filter KPIs by Business Attributes such as the Category.
  • Predefined templates
Display Alias Description Display Format
Login Time The total time that monitored agents were logged in. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group. time
Ready Time The total time this agent spent waiting for the next email. time
Not Ready Time The total time this agent spent in a not Ready status for email media. time
% Email Occupancy The ratio of time handling email sessions to the total login time of the Agent. percent
Ringing Time The total amount of time that email popup was alerting the agent desktop. time
Handle Time The total amount of time the agent spent handling email (The duration is not restricted to the agent focus time). time
AHT The average amount of time the agent spent handling email (The duration is not restricted to the agent focus time). time
Offered The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents. integer
Offered (hr) The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents. integer
% Accepted The percentage of emails accepted by the agent based on total of emails proposed. percent
% Rejected The percentage of emails rejected by the agent based on total of emails proposed. percent
% Missed The percentage of emails missed by the agent based on total of emails proposed. percent
Accepted The total number of emails that were offered for processing and that were accepted during the specified period. integer
Accepted (hr) The total number of emails that were offered for processing and that were accepted during the specified period. integer
Rejected The total number of emails that were offered for processing and that were rejected during the specified period. integer
Rejected (hr) The total number of emails that were offered for processing and that were rejected during the specified period. integer
Missed The total number of emails that were offered for processing and that were missed during the specified period. integer
Missed (hr) The total number of emails that were offered for processing and that were missed during the specified period. integer
Done The total number of inbound emails that were terminated by an agent or agent group during the specified period. integer
Done (hr) The total number of inbound emails that were terminated by an agent or agent group during the specified period. integer
% Done The percentage of emails terminated by the agent based on total of emails proposed. percent
% Trans Made The percentage of emails transfered to another agent based on total of emails proposed. percent
Transfers Made The total number of email transfers made by this agent or agent group during the specified period. Applied to GroupAgents or GroupPlaces, this stat type calculates the total number of transfers made by all of the agents belonging to the respective group. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once. integer
Unsolicited sent The total number of emails sent by the agent without being solicited by customers. integer

Warning: Pulse is not capable of tracking email backlogbecause it is limited to a 24h window.

Historical Reporting

Genesys Customer Experience Insights out-of-the box reports will be used to:

  • Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
  • Measure the efficiency of the use case with the Interaction Volume Business Attribute report.
  • Evaluate resource performance with Agent Activity and Utilization reports.

Please reach out to your local Cloud Team for questions regarding specific requirements for historical reporting.

Assumptions

General Assumptions

Customer Assumptions

  • Genesys will capture emails from the corporate email server. The customer is responsible to configure the email server appropriately; so Genesys can check for, and retrieve new emails in 30 second intervals.
  • Spam is handled at the level of the corporate email server. Spell check is performed by the customer's web browser. No functionality related to Spam or spell check are included within the Genesys implementation.

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

Cloud Assumptions

  • Genesys Infomart and GCXI in place for historical reporting.
  • Workspace Web Edition will be used as agent desktop.
  • Pulse will be used for real-time reporting.
  • Integration with one corporate email server.

Related Documentation

Document Version

  • v 1.1.4