Quality Assurance and Compliance (WE01) for GenesysCloud

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This topic is part of the manual Genesys Cloud Use Cases for version Public of Genesys Use Cases.
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Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations and post-interaction survey.

What's the challenge?

Contact centers today are required to record & retain customer interactions across channels. They also need to record agent desktop activity during interactions to meet performance requirements and gain insights to agent performance and compliance. Contact centers need an easy to use interface for evaluating the quality of specific interactions and identify opportunities for improvement. Contact centers also need an integrated survey solution

What's the solution?

Genesys Cloud records and retains 100% of customer interactions, to meet regulatory requirements. Recording the agent desktop activity provides further insight to help assess effectiveness of agents in addressing customer needs. Genesys Quality Evaluation includes evaluation forms for use with recorded interactions. Quality Evaluation results enable contact centers to analyze performance. Genesys post-interaction Survey is built in to the platform.

Story and Business Context

The success of a contact center hinges on its ability to consistently achieve high levels of quality, maintain compliance and provide a quality experience for customers. Further, Quality Evaluators and Managers need an efficient set of tools and automated processes that work together to ensure that all interactions are handled effectively and efficiently. In order to achieve this, Contact center Quality Managers need the ability to monitor, record and evaluate the quality of customer interactions on all communication channels, record agent desktop activity while handling interactions and obtain customer satisfaction feedback through surveys upon conclusion of their interaction with the contact center.

Businesses need to evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every single interaction. There is a need to distinguish important from routine interactions and then generate the results in a consistent and automated manner. Also there is a need to prevent risk arising out of lack of compliance and lose of valuable information that could be used to improve efficiency and make customers happier.

Contact centers need the ability to offer post-interaction surveys to customers after any type of interaction, not just calls. Customers use several different channels to communicate with businesses, however the level of satisfaction can vary based on the channel. Contact centers need a survey solution, built in to the platform, that allows them to gain insight into customer satisfaction/experience regardless of the channel in which the customer interacts with a company, while also providing visibility to other valuable related contact center metrics.

Genesys Cloud's interaction recording reliably records 100% of voice and digital interactions and makes it easy to search for and access recordings. Genesys screen recording allows you to capture the desktop activity of agents while handling interactions in sync with the agent screens.

Genesys Cloud's Quality Evaluation feature includes flexible evaluation forms for use with any recorded interaction. The evaluation workflow provides both automated and ad-hoc assignment, easy access to results and scheduling for ad-hoc coaching. Quality Evaluation results enable contact centers to analyze performance for continuous agent improvement and improved customer experience.

Genesys Cloud's survey is built in to the platform and can be used to offer a survey to customers after any media type interaction - call, email, chat and messaging. The survey includes an easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey. The survey is sent to the customer via email with a web link to the survey.

Having the right set of tools to address employee culture, technology and operations is essential to plan and execute strategies that bring contact center quality results to new heights.

Use Case Benefits

Use Case Benefits Explanation
Improved Agent Competency Quality evaluation criteria sets a clear performance standard for agents handling of customer interactions. Further, Quality evaluation process allows agents to review their recorded interactions and quality evaluations to identify their areas of improvement.
Improved Employee Productivity Leverage the Quality evaluation criteria to create targeted evaluations to identify keys to successful sales and improve agent productivity
Improved Insights and Visibility Use recordings of interactions and agent desktop, the quality evaluation process and post-interaction survey results to gain insight to quality, process and procedural improvements.
Improved Net Promoter Score Improve the efficiency of agents with insights from recordings, survey and quality assessments to enable systematic improvement of NPS
Reduced Customer Churn Use post interaction surveys for all media type interactions to gain insight to customer perceptions, expectations and loyalty drivers.
Reduced IT Operational Costs Lower total cost of ownership by eliminating the need to purchase additional hardware, software and the associated maintenance and support services through an integrated approach with GenesysCloud
Reduced Penalties and Fines Use Quality evaluation to define critical compliance requirements. Use recording of all interactions along with agent screen activity along to support compliance and regulatory requirements.

Summary

Genesys Cloud Quality Assurance and Compliance is a set of tools and automated processes that are built to help contact centers ensure that interactions are handled effectively and efficiently.

Organizations need to evaluate and improve the quality of the interactions that their employees have with their customers and prospects. The Quality Management module helps organizations improve the quality and efficiency of agent performance which can improve customer satisfaction.

This use case includes overall multi-channel (voice and digital) capabilities for interaction recording, agent desktop screen recording, interaction quality evaluation, ad-hoc coaching and post-interaction surveys. These key capabilities provide an effective method for defining desired agent behaviors, acknowledging and reinforcing those behaviors and identifying areas of performance improvement. These features also allow customers to verify that their agents are adhering to critical regulatory and compliance.

Genesys Cloud Quality Assurance and Compliance provides visibility of activity on the agent in order to understand:

  • Why certain types of interactions (voice or digital) take longer to handle than others
  • How well the agent understands the applications and processes
  • Workflow - identify when issues are related to agent problems or to system issues
  • Handling of multiple overlapping interactions
  • Agent access to unauthorized activity
  • Adherence to compliance requirements/regulations
  • Impact to customer satisfaction


Use Case Definition

Business Flow

Overall Quality Management Process

Business Flow Description Overall Quality Management Process

  1. Policies are created to manage the action to be taken once an interaction is completed. This includes delete, retain, archive, export, assign for evaluation or calibration, initiate a survey, transcribe audio.
    1. If the Policy action is to Delete the recording - no other actions can be applied to the interaction.
  2. When an interaction ends Policy actions are applied.
  3. If policy includes Screen recording - a separate recording for screen activity will be available and will play in sync with the interaction recording.
  4. If policy includes audio transcription then audio is transcribed. Otherwise audio will not be transcribed. (Note: Native Voice Transcription feature will be available in Genesys Cloud by Q3-2020)
  5. If assigned for evaluation - Evaluators receive a notice of assigned evaluations/calibrations
    1. Evaluator completes evaluation
      1. If assigned for agent evaluation - agent receives a notice when there is completed evaluation available for them to review and optionally comment.
        1. Agents can access Performance > My Performance > Evaluations to view all of their available evaluations.
      2. Supervisors can view in Performance > Agents > Evaluations tab
      3. If assigned for Calibration - Evaluators receive notice of assigned Calibration. Evaluators complete the calibration
        1. Quality Administrator accesses results to compare scoring variations between evaluators
  6. If survey is assigned - customer receives survey invitation via email with the survey link - data results will be available on all completed surveys and linked to the interaction
  7. Quality and Survey results are linked to recorded interaction and viewed on Interaction Detail. Summary result views provide scoring results and can export for reporting needs.
  8. Supervisor/ Evaluator schedules Agent Coaching session.

Business Flow

Voice and Digital Recording

Business Flow Description

  1. Quality Management uses policies to manage all ACD recordings. Policies define the criteria that Genesys Cloud uses to determine which interaction recordings to retain, archive, delete, export, assign for evaluation, and/or calibration, and initiate surveys.
  2. Customer contacts one of the service lines of the company.
  3. For Voice channel, Genesys Cloud IVR (Optionally) plays an announcement that the call is going to be recorded.
    1. If Configured for Consent Option - The customer chooses whether to give consent to the recording. For more information about enabling participant recording, see About recording in Genesys Cloud and Enable line recording.
      1. If the customer gives consent, Genesys Cloud will record the call.
      2. If the customer does not give consent, Genesys Cloud does not start recording the call.
  4. Voice -The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. For more information, see Genesys Call Routing (CE01) for GenesysCloud. The Inbound Voice routing strategy is not within the scope of this use case.
  5. Agent answers the call from any desk within the site.
    1. The agent may (if enabled) pause/resume the recording manually via the standard script ability when sensitive data needs to be entered.
  6. For all Digital routing information visit the Digital use cases. The routing strategy for chat, email and messaging is not within the scope of this use case.
  7. Customer or Agent disconnects the interaction.
  8. Genesys Cloud stops and Policy actions are applied to the interaction.
  9. Recordings are available for use in the Quality Evaluation, Calibration and Survey Process

Business Flow

Screen Recording

Business Flow Description

  1. Add screen recording to a recording policy as one of your actions for any available interaction channel.
  2. In the recording policy, define the length of retention for screen recording.
  3. The customer makes contact on one of the available interaction channels.
  4. The recording begins. If a matching policy exists, recording begins and is retained.
  5. The agent or API may pause or resume recording.
  6. The conversation ends and streams are synchronized.
  7. The retained recordings are stored.
  8. The supervisor can search for or locate the interaction recording and play it, along with the screen recording of the desktop activity.
  9. Use screen recording along with interaction recording to assess agent performance, training needs, and contact center process improvement opportunities.

Business Flow

Quality Evaluation

Business Flow Description

  1. Set up users. Genesys Cloud administrator sets up user roles and a related set of permissions. Standard users include:
    • Quality Admin
    • Evaluator
  2. The Quality admin creates evaluation forms to define key elements of agent behaviors needed to meet contact center business and customer requirements. The form includes:
    • Evaluation form name
    • Question groups
    • Question group weighting (default is even weighting – weights can be adjusted and will always auto balance to equal 100%)
    • Question group properties (NA enabled, default to highest scoring or NA)
    • Questions
      • Question types (template, multiple choice, range, yes/no)
      • Question properties (NA enabled, critical and/or fatal, visibility conditions, comments required)
      • Question Value (numeric whole numbers)
    • Quality admin selects form to publish to make it available for use in assigning evaluations.
  3. Evaluation/Calibration Planning. The Quality admin adds evaluation criteria to recording policies for contact center agent groups or individual agents. The Quality admin sets policy actions to randomly assign interactions to evaluators, including criteria such as number of interactions to be scored per month/week/day. Tasks include:
    • Select interaction type and criteria
    • Select forms
    • Select evaluators
    • Select for agent evaluation or for calibration
    • Optionally: An evaluator with assignment permission selects from list of interactions and assign evaluation to self or to other evaluator.
  4. The Evaluator is notified of assigned evaluations. The evaluator proceeds with the reviews for their assigned agents. Genesys Cloud evaluator dashboard provides insight to assigned and completed evaluations.
  5. Agent is notified of completed evaluations available for their review.
  6. Agent accesses quality results in the Genesys Cloud agent dashboard.
    1. Agent checks off acknowledgement they reviewed evaluation and can add any comments.
    2. If agent requests further review - Quality administrator or Evaluator can review and rescore the interaction.
      1. Agent will receive notification of rescored evaluation available for their review and same steps as above.

Business Flow

Post Interaction Survey

Business Flow Description

  1. Create the Survey Form.
  2. Create a survey Canned Response for Get External Contact.
  3. In Architect, create a Survey Invite Flow.
  4. Create a survey policy action to deploy the survey.
  5. The customer receives survey invitation via email that includes a web link to the survey.
  6. Survey results are received and viewable in Genesys Cloud:
    • View on the interaction
    • Survey Summary view
    • Survey Details view
    • Add survey data to Queues Performance view



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.