Genesys Chat Routing (CE18) 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.
Route chat interactions to the best skilled resource

What's the challenge?

When customers can’t find the answers they need on your website, they want to speak with someone who answer their questions in real time. Online consumers prefer web chat over other channels of communication. Failure to offer a live chat option results in lost sales and lower customer experience scores.

What's the solution?

With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help.

Use Case Overview

Story and Business Context

Communication between businesses and consumers is changing at a rapid pace. When it comes to interacting with businesses, consumers want to connect like they connect with their friends and family. With this solution, we support Asynchronous by default where the interactions are long-lived and improves Agent Handle Time, Agent utilization, and consumer satisfaction.

Use Case Benefits*

Use Case Benefits Explanation
Improved Employee Occupancy Improved agent occupancy due to Asynchronous and long-lived Chat Sessions.
Improved First Contact Resolution Improved First Contact Resolution by routing interactions to an expert through skills based routing
Increased Revenue Routing revenue-generating opportunities to best resources through skills-based routing increases revenue
Reduced Handle Time In single view, agent is able to see the entire chat session history before choosing the chat and can be aware about the context of the support request. This capability can save great time for agents.
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

The Consumer can request a Chat Session with an agent from the company’s Web / Mobile Channel. The request is routed to the best available agent depending on the URL (Page Title) and the Agent Skill. The Chat Session is Asynchronous by default and long-lived. During non-business hours, the Chat interaction is placed in parking queue and pulled back and placed in regular queue during business hours.


Use Case Definition

Business Flow

Business Flow Description 1. The User requests to Chat with a live agent using Web / Mobile Channel.

2. Genesys System checks whether User has any previous Chat Sessions which are active.

a. If user has previous Chat Session active, then we restart the prior Asynchronous chat Session which is still active and not ended.

b. If user does not have any previous chat session active, then it continues to next step.

3. User enters the required Contact Information via form to initiate the chat. Attributes which are captured in the form are First Name, Last Name, Nickname, Subject, and Email Address.

4. Check whether User provides required contact Information in the form.

a. If User does not provide contact information, then No Contact is created for Chat. Anonymous Chat Session is created and no transcript is saved or emailed to the User.

b. If User provides the required contact information, then check whether User contact exists in the contact history.

i. If no contact exists with email ID specified, Genesys System creates a new contact. The Chat Session is associated to new contact and the Chat transcript is stored under new contact which was created.

ii. If contact exists with email ID specified, then check whether we have any Chat Session still exists for the contact. If the Chat Session exists, then restart the prior Asynchronous Chat Session. If the Chat Session does not exist, then create new Chat Session and associate it with the contact.

5. In the scenario where Chat Session exists and it has been restarted.

a. Check whether any interaction exists under the Chat Session.

i. If no interaction exists, then create new interaction and associate with current Chat Session.

ii. If interaction exists, the then continue associating with the same interaction.

6. In the scenario of new Chat Session then create new interaction and associate the interaction with new Chat Session.

7. The Chat window pops up.

8. Genesys System checks whether Office Hours definition exists.

a. If Office Hours definition does not exist, then continue with Step 9.

b. If an Office Hours definition exists, then check whether office is open. If Office is open, then continue with Step 9. If Office is not open, then follow the below steps.

i. Genesys System sends the message defined in ‘OfficeClosed_Message’ available from Data Table. If no message defined in ‘OfficeClosed_Message’, then Genesys System sends the standard Office closed message “Welcome to Genesys Chat!" Our Apologies, we are closed at this time. Please leave your message and our Agents will get back during Office Open Hours.”

ii. Place the interaction in Parking Queue with the time frame defined to pull the interaction from the parking queue.

iii. Pull the interaction from the parking queue during the time frame defined (When the Office Hour Opens).

iv. Reroute the interaction back to Regular Queue.

9. Genesys System reads the title of the page ‘_genesys_pageTitle’ from where the Chat is initiated.

10. Genesys System checks whether any skill expression matches to the Page Title.

a. If skill expression exists for Page Title, then it reads the skill expression.

b. If no skill expression exists for Page Title, then it takes any skill set.

11. The Customer receives a welcome message which is defined in ‘Welcome_Message’ available in the data table. If no message defined in the ‘Welcome_Message’ then Genesys System sends the standard welcome message “Welcome to Genesys Chat! Please leave your message and our Agents will connect with you shortly.”

12. Genesys System tries to find an agent with the skill level matching the skill expression for 120 seconds.

a. If no agent found with the matching skill expression, then Genesys System changes the skill level to any skill level.

b. After attempting to find agent with any skill level. If Genesys System was not able to find an agent with any skill level before specific timeout. The interaction is routed back to Regular Queue again to find the right agent.

13. Genesys System is able to find the agent with the right skill level which matches the skill expression.

a. When the agent becomes available, the chat request is routed to the agent.

b. The agent can either accept or ignore the Chat interaction.

c. If the agent does not accept the interaction, then the system will attempt to route it to another agent after a specific time-out.

d. If the agent accepts the Chat interaction, then Chat Interaction between the agent and the User is established.

e. The agent can use standard responses for the Chat Interaction with the User.

f. When the Chat Interaction is finished, the agent can set a disposition code to register the outcome of the Chat for reporting purposes.

g. If the User has provided their email address during the registration process, then they receives a transcript of the Chat Session via email.

h. The Chat Session can continue until User Ends the Chat Session.

Business and Distribution Logic

Business Logic

Business logic and rules determine the distribution of chat requests, which depends on a combination of agent skill and availability.


Distribution Logic

Included as part of the Business logic.


User Interface & Reporting


Customer Interface Requirements

The user interface is based on the Genesys standard registration and chat widgets. Details include:

  • The registration window includes the following data fields:
  • First Name, Last Name, Nickname, Email Address, Subject
  • Possibility for basic adaptation to customer corporate identity, including:
  • Add customer logo
  • Use corporate identity colors & fonts

For more customization, we have provided Consumer Chat public APIs which can be used to build your own Chat Widgets.

Recommendation for registration window:

If the visitor is logged in on the website and known to the company, it is recommended to pre-populate the data fields with the visitor’s data (first name, last name, email address) so they do not need to enter them again. This functionality requires integration of the widgets with the company’s website. This integration is the responsibility of the company.

Recommendation for Asynchronous:

In the web channel, it is up to organizations to decide which Chat Sessions should be Asynchronous. To support Asynchronous, customer should implement Widget extension which requires the website to store the identity of the Chat Session. When the consumer comes back to the website, they can resume the same Chat Session and see the entire Chat history / conversation.

Agent Desktop Requirements

The following lists the minimum requirements for the chat interface:

  • Access to Universal Contact History
  • Configuration of not-ready reason codes (for example: Admin Work, Lunch, Meeting, Pause, RONA, and Training).
  • Configuration of disposition codes to report on business outcome (for example: Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell)
  • Access to standard response library

Reporting

Real-time Reporting

Pulse 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 average handle time. With Pulse you can:

  • Monitor the current state and activity of contact center objects to help decide 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.
  • Use predefined templates to
  • Monitor operational Chat activity through the Chat Queue Activity template.
  • Monitor Agent resource activity through the Chat Agent Activity template.
  • Monitor Tenant Service Level through the Chat Service Level template.

Historical Reporting

Genesys CX Insights (GCXI) provide customizable reports/dashboards that can help 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:

  • Async Interactions Report — Learn more about the number and percentage of Chat interactions that are initiated by customers outside regular business hours.
  • Chat Engagement Report — Learn more about the number and duration of chat engagements, as well as a comparison of the total time required to handle each one to the amount of time the agent spent focused on the engagement.
  • Chat Message Statistics Report — Learn more about the number and duration of chat messages exchanged between customers and agents.
  • Chat Session Report — Learn more about the number of chat sessions handled in your contact center within a specific time period, including details about the number of messages within the chat sessions, and the number and percentage of chat sessions that were missed or transferred.
  • Chat Thread Report — Explore detailed information about the number and duration of chat threads, sessions, and engagements, as well as the number of messages in the threads, and information about handle and response times.
  • Interaction Acceptance Dashboard — Understand how long it takes for agents to accept customer interactions, and to identify what percentage of interactions are accepted promptly, or with some delay.
  • Interaction Acceptance Report — Explore statistics about the acceptance of interactions by agents, including the amount of time it takes for agent to accept interactions, and the number and percentage of interactions that were accepted quickly, or with a delay.
  • Pre-Agent Termination Report — Learn more about calls that terminated before connecting to an agent.

Other reports relevant to this use case that enable you to evaluate resource performance include:

  • Interaction Handling Attempt Report — Explore segment-related details regarding an agent’s handling of contact center interactions that are stored in the Info Mart INTERACTION_RESOURCE_FACT table. This includes both the time that was required to distribute the interaction to the agent, and data about the agent’s contiguous participation in the interaction.

For more information about Genesys CX Insights reports, see Get started with Genesys CX Insights.

Assumptions

General Assumptions

Customer Assumptions

The customer:

  • Handles the integration of the solution into their website.
  • Provisions and configures standard responses in eServices Manager.

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

On-premises Assumptions

Cloud Assumptions

  • GCXI is the historical reporting application.
  • Pulse is the real-time reporting application.
  • Workspace Web Edition is the agent desktop.
  • Integration with third-party systems is not included.

Related Documentation

Agent Desktop

Agent Desktop enables agents to handle chat interactions.

Document Version

  • V 1.1.4