Genesys Digital Callback (CE22) 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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Enable customers to request a callback from your website or app
    GenesysEngage-onpremises

Use Case Overview

Story and Business Context

At times, customers browsing your website or mobile app realize they need assistance. You can create a seamless transition by offering a callback option, either immediate or scheduled, that gets the customer to the right agent based on their stated issue. The contact center agent is provided with the context of the request for a seamless customer experience.

Use Case Benefits*

Use Case Benefits Explanation
Improved Employee Occupancy Level peaks with callback and better manage resource occupancy
Improved First Contact Resolution Provide additional context to the best agent through skills-based routing
Improved Net Promoter Score Lower customer effort and improved customer experience through a seamless transition from self-service to assisted service
Increased Revenue Improve online sales conversions by offering the option for a callback
Reduced Handle Time Decrease handle time and queue time through a callback scheduled at the caller's convenience
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient timeframe. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call.


Use Case Definition

Business Flow

The following flows describe the use case from the perspective of the main actors, such as a user or customer and a contact center agent, the first a request from a website, the second a request from a mobile application.

Business Flow Description Website Flow

  1. The customer browses the company's website and requires help.
  2. The customer clicks the “callback” button/widget, powered by Genesys Widgets.
  3. The website widget displays a brief registration page to the customer. Genesys provides a standardized widget for Callback.
  4. The customer enters his name and phone number. Optionally, the name and phone number can be automatically set if the customer is authenticated within the website.
  5. Using the information collected in the previous step, including the content of the page the user is visiting, Genesys determines the appropriate agent skill, then calculates agent availability. The customer may choose either:
    • Immediate Callback: In this case, the callback is immediately queued and then initiated once an agent with the required skill is available.
    • Scheduled Callback: In this case, the customer chooses from available time slots. Time slots can be configured in 15, 30, or 60 minute intervals. Capacity at each slot is configurable within the Callback user interface by the company’s administrator.
  6. The customer chooses a callback option and the corresponding callback request is created within the Genesys system.
  7. At the requested time (or immediately in the case of Immediate Callback), the callback is queued to be distributed to an agent with the right skill. By default, the skill target is specified on the Genesys Callback Service object configuration.
  8. When an agent with the requested skill becomes available, the agent is reserved and an outbound call is initiated to the customer phone number.
    • a. If the caller answers the call, an announcement is played to inform the customer that this is the callback he requested. A sample announcement could be: “This is your requested callback from company XYZ. Please press 1 to confirm that you requested this callback, and you will be connected to an agent.” The customer can confirm the callback by pressing “1”, and he will be connected to the agent.
    • b. If the customer does not answer or confirm the callback, another attempt occurs after 10 minutes (configurable). This includes the cases that the caller is busy, the call is connected to voicemail, the caller rejects the call, or other scenarios in which no agent is requested. The number of call attempts is configurable, but best practice is no more than three call attempts. If he still does not accept the call, the request is cancelled.
  9. After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via his agent desktop.

Business Flow

Business Flow—Mobile App (available in Premise-only)

Business Flow Description Mobile Flow

  1. The customer browses the company's mobile application and requires help.
  2. The customer clicks the “callback” button or link in the mobile app.
  3. The app displays a brief registration page to the customer.
  4. The customer enters his name and phone number. Options:
    • Name and phone number can be automatically set if the customer is authenticated within the app.
    • Depending on the implementation of the callback logic in the mobile app, the option to select a specific skill is based on the particular page from where the callback is requested.
  5. Using Genesys APIs, the website widget retrieves the Expected Wait Time (EWT) for an immediate callback and available time slots for a scheduled callback for a specific service, and displays the options to the customer. (Note: The request from the app to Genesys must contain one of a set of predefined subjects which are used to determine the requested skill for an agent, the current EWT, and the available time slots.) The customer may choose either:
    • Immediate Callback: In this case, the callback is immediately queued and then initiated once an agent with the required skill is available.
    • Scheduled Callback: In this case, the customer chooses from available time slots. Time slots can be configured in 15, 30, or 60 minute intervals. Capacity at each slot is configurable within the Callback user interface by the company’s administrator.
  6. The customer chooses a callback option and the corresponding callback request is created within the Genesys system.
  7. At the requested time (or immediately in the case of Immediate Callback), the callback is queued to be distributed to an agent with the right skill. By default, the skill target is specified on the Genesys Callback Service object configuration.
  8. When an agent with the requested skill becomes available, the agent is reserved and:
    • a. For customers who opt in for push notifications, a push notification is sent to the customer indicating their callback is ready. If this is accepted, an outbound call is initiated. The customer may select to further delay the callback or cancel it entirely. This ability for the customer to accept, delay, or cancel can be configured within the app and push notification.
    • b. For customers who do not opt for push notifications, an outbound call is initiated. For customers who do not answer or confirm the callback, another attempt occurs after 10 minutes (configurable). This includes the cases that the caller is busy, the call is connected to voice mail, the caller rejects the call, or other scenarios in which no agent is requested. The number of call attempts is configurable, but best practice is no more than three call attempts. If he still does not accept the call, the request is cancelled.
  9. After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via his agent desktop.

Business and Distribution Logic

Business Logic

The following parameters are configurable for callback:

  • Potential time slots for scheduled callback:
    • Duration of the time slots for requesting a scheduled callback. Business hours are separated into time slots of 15, 30, or 60 minutes that users can request to be scheduled in.
    • Maximum number of connection requests per time slot. This number is valid for all time slots.
    • These time slots do not apply to immediate callback.
  • Business hours for the service, including holidays and special days.
  • Voice prompts for announcements.
    • While the Callback UI allows reference to audio files, unrelated to language, for purposes of this use case, one language is configured as the default language to be used if this information is not available.
  • Assigning a priority to callback requests. This is important when this use case is used in combination with other inbound media types (such as inbound calls or email). All callback requests have the same priority.


Distribution Logic

The minimum functionality for distributing a callback generated from the web page to agents includes:

  • Routing of callback requests to agent based on agents' skills. The required skill expression for a callback request is based on service definition, and can be configured at service level.
  • Redirect On No Answer (RONA) functionality.
  • Support for blending with other media types such as non-voice inbound interactions, including configuration of capacity rules.
  • After configurable time-outs, expansion of the routing target based on skill expression.


Use Case Requirements

Customer Interface Requirements

The integration of the company website or mobile application with Genesys is the responsibility of the company. Genesys provides an API for integration with Genesys Mobile Services (GMS), which enables the functionality described in this document. Genesys Professional Services provides a one-day workshop to introduce your website developers to the API.

The integration must satisfy the following requirements:

  • Integration with GMS API is delivering the following data to Genesys with every callback request:
    • User ID (optional)
    • Customer First Name (optional)
    • Customer Last Name (optional)
    • Customer Phone Number (mandatory); for mobile app, the mobile phone number of the customer’s device
    • Requested callback mode: Immediate or Scheduled (mandatory)
    • Point of Origination mapped to skill (mandatory)
  • The website or mobile application accesses the following information from Genesys via the API for display to the customer based on the chosen subject:
    • Expected wait time for Immediate Callback
    • Available time slots for Scheduled Callback
  • In case of Scheduled Callback: Requested time slot for the callback (mandatory)

Agent Desktop Requirements

The minimum functionality for the agent’s callback interface is:

  • Configuration of not-ready reason codes (Admin Work, Lunch, Meeting, Pause, RONA, and Training)
  • Display of Subject, Customer ID, Customer First Name, Customer Last Name, Customer Phone Number, and Language
  • Classification Codes to classify call and call outcome for reporting purposes

Reporting

Real-time Reporting

Minimum functionality:

  • Information on Total Callbacks, Answered by customer or Abandoned, In queue, and Distributed to agent
  • The information is available per Service.

Historical Reporting

This use case leverages standard reporting for Voice in CX Insights for reporting calls generated via Genesys Mobile Engagement. Each subject and language are a different dimension. Minimum Functionality:

  • Number of entered and distributed callback requests
  • Number of callback attempts
  • Number of times a customer was connected (including instances where no agent has been connected)
  • Number of successful callbacks
  • Maximum and Average Wait Time of the customer to wait before an agent is connected
  • Maximum and Average Wait Time of the customer before abandonment of the callback attempt

Assumptions

General Assumptions

Customer Assumptions

  • The company is responsible for all aspects of the website or mobile app: for example, development of the website, mobile application logic, and the integration with Genesys. For a mobile application, Genesys provides a set of APIs and examples for the customer’s use.
  • Pulse is used for real-time reporting.
  • Genesys Infomart and Interactive Insights are used for historical reporting.
  • No integration with third-party systems.
  • Real-time and historical report templates may require customization.

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

  • Implementation of this use case is based on the Digital Blueprint Architecture.
  • Call Progress Detection (CPD) is based on Genesys SIP & Media Server.
  • Workspace Desktop Edition is used as the agent desktop (otherwise, Callback Preview mode and rescheduling of callback requests is not available).
  • The company must provide a SIP trunk for connection to Genesys SIP Server. Genesys Callback requires that:
    • SIP Server performs call dialing, CPD, call queuing, music treatments, and distribution to agents.
    • Agent Extensions are defined on SIP Server.
  • If the callback requests are to be blended with other interactions (such as inbound calls), routing of the interactions must be based on the Genesys Platform.

Cloud Assumptions

  • Mobile Applications are not supported in Genesys Engage cloud (web and mobile sites only).
  • Callback Preview mode and rescheduling of callback requests is not available.
  • Genesys Workspace Web Edition is used as the agent desktop.

Related Documentation

Document Version

  • v 1.1.2