Genesys Work Distribution (BO02) for PureConnect

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This topic is part of the manual PureConnect Use Cases for version Public of Genesys Use Cases.
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Optimizing work distribution across the enterprise to deliver all promises on time

What's the challenge?

Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need a better way of distributing & managing work stored in disparate enterprise systems.

What's the solution?

Automate the distribution of work from many sources to make staff more productive and enhance the employee and customer experience. Genesys Work Distribution pulls work from multiple systems and creates a single work list for prioritization and equitable assignment of work to available skilled resources.

Story and Business Context

The work distribution system is designed to capture, prioritize, and effectively distribute tasks across multiple departments to the best-suited employee, based on employees, skills, and availability. This is achieved when the system is integrated with one or multiple task source systems (like CRM, BPM, and Workflow systems) where tasks related to customers are created and stored.

To determine the individual tasks' priority, the work distribution system is configured to ensure the timely completion of all tasks for all customers.

The work distribution system understands the real-time status, readiness, and skills of the employees that handle tasks, and uses rules to identify how the distribution should be handled in the most effective way.

Once the organization has a list of tasks that need to be handled by employees (coming from different source systems), the tasks are captured by the work distribution system and automatically distributed to employees based on their skills, capacity, and real-time presence. Prioritization rules for the tasks ensure that all tasks are distributed on time to the best fit resource. The system provides functionality for near-real-time monitoring and historical reports on operational performance and on major business KPIs.

Use Case Benefits

Use Case Benefits Explanation
Improved Employee Attrition Rate Offer fair distribution of workload across the available resources
Improved Employee Occupancy Increase throughput, utilization, and efficiency in agents' work, by delivering the tasks to the agents’ universal desktops in push mode via screen pop together with interaction context and history in blending mode
Improved Employee Occupancy Remove cherry picking by pushing the tasks to the right agents
Improved Net Promoter Score Deliver all committed tasks on time to customers
Reduced Administration Costs Reduce manual distribution and task monitoring by supervisors via automation, including scheduling and reporting through intelligent task distribution. Add visibility into employee and group performance.

Summary

A customer journey initiates different process steps that may require manual intervention. The corresponding work items / tasks are created in CRM/BPM/Workflow systems, which play the role of source systems for tasks, but often distribute these tasks to separate queues.

The Genesys work distribution system captures tasks created in the source systems, then places them into the queue and prioritizes the tasks based on configuration. The Genesys work distribution system can distribute all interactions (voice / non-voice) to the best-skilled agent just in time, as they become due based upon their priorities. Through blending with other media types, this use case enables Front Office-Back Office integration.


Use Case Definition

Business Flow

The following flows describe the capture of tasks and their distribution to employees, followed by the task handling process the employee follows.

Part 1 - Capture and Distribution

Business Flow Description Part 1 - Capture and Distribution

  1. The source system (the BPM / CRM / business system storing and processing the work items associated with business processes) requires an employee to handle one of its work items. The source system uses the Genesys Generic Objects API to create a corresponding task in Genesys.
  2. Genesys captures the new task and creates a new interaction in the system.
  3. The interaction is prioritized according to the configuration.
  4. The task is queued with all other interactions in the system. The priority of the task defines the position of the task in the queue. Once an employee with the right skill becomes available to handle the task, the task is distributed to the employee.
  5. The task opens on the employee desktop.
  6. The Genesys employee desktop opens the corresponding work item URL in the source system.
  7. The employee handles the task in the source system.

Business Flow

Part 2 - Task Handling

Business Flow Description Part 2 - Task Handling

  1. The employee finishes working on the task in the source system, then decides on the next step.
  2. The employee may be able to complete the task so that no further action is required.
    • The employee completes the task in the source system.
    • Then the work is finished within the Genesys employee desktop (“Disconnect”).
    • The employee then selects the appropriate wrap-up code.
  3. The employee may need to reschedule the task because, for example, the customer is available only on the next day. In this case, the employee reschedules the task via the source system (see Reschedule Task).
  4. The employee may not be able to handle the task because it is wrongly classified. In this case, the employee reclassifies the task via the source system (see Reclassify Task).
  5. The employee may coincidentally finish the task in the Genesys employee Desktop without any update in the source system (“Disconnect”). In this case, no further action is taken by Genesys.



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.


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