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.
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Route chat interactions to the best skilled resource
    GenesysEngage-onpremises

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 improve 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 Net Promoter Score Consumers can connect with businesses on their own terms and continue the interaction whenever they have free time. It can lead to improved NPS by reducing the load on customers.
Increased Revenue Increased Revenue by routing revenue-generating opportunities to best resources through skill-based routing.
Reduced Administration Costs In Asynchronous chat, the interaction is not real time. This provides a great opportunity to defer chat responses to less busy times - decreasing peak staffing requirements.
Reduced Handle Time In single view, agent will be able to see the entire chat session history before picking the chat and can be well aware about the context of the support request. This 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 enterprise’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 Session 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 inputs 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 will be created for Chat. Anonymous Chat Session will be created and no transcript will be saved or e-mailed 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 e-mail ID specified, Genesys System will create a new contact. The Chat Session will be associated to new contact and the Chat transcript will be stored under new contact which was created.

ii. if contact exists with e-mail 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 exists then create new Chat Session and associate it with the contact

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

a. Check whether any interaction exists under the Chat Session

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

ii. If interaction exists 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 will pop-up

8. Genesys System will check whether Office Hours definition exists.

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

b. If Office Hours definition exist, 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 will send the message defined in ‘OfficeClosed_Message’ available from Data Table. If no message defined in ‘OfficeClosed_Message’ then Genesys System will send the standard Office closed message “Welcome to Genesys Chat!. Our Apologies, we are closed at this time. Please leave your message 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. Re-route the interaction back to Regular Queue

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

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

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

b. If no skill expression exists for Page Title, then it will take 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 will send the standard welcome message “Welcome to Genesys Chat! Please leave your message 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 will be 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 his e-mail address during the registration process, then he will receive 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.


Use Case Requirements

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 API’s which can 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, e-mail address) so he does 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 upto to enterprises to decide which Chat Sessions should be Asynchronous. To support Asynchronous, customer should implement Widget extension which will require the website to store the identity of the Chat Session. When the consumer comes back to the website they will be able to resume the same Chat Session and see the entire Chat history / conversation.

Agent Desktop Requirements

The minimum requirements for the chat interface are:

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

Interactive Insights or GCXI out-of-the-box reports:

  • Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
  • Measure the effectiveness of the engagement rules and efficiency of the use case with the Customer Perspective Report and the Interaction Volume Customer Segment Report.
  • Dimension the out-of-the-box aggregate-based Interactive Insights reports with routing parameters including the engagement rules and the disposition codes.
  • With disposition codes, calculate the conversion success rate.
  • Evaluate resource performance with a variety of reports for Agents and Detail facts.

40+ reports are available.

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

Premise Assumptions

N/A

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

Document Version

  • v 1.1.4