Genesys Work Distribution (BO02) for PureEngage

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This topic is part of the manual PureEngage On-Premises 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, classify, prioritize, and effectively distribute tasks across multiple departments to the best suited agent, based on certain business rules, resources, 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' business value and priority, business rules in the work distribution system are configured according to service level agreements and business calendars, to ensure the timely competition of all tasks for all customers.

The work distribution system understands the real-time status, readiness, and skills of the resources that handle tasks, and use 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 agents (coming from different source systems), the tasks are captured by the work distribution system and automatically distributed to agents based on their skills, capacity, and real-time presence. Prioritization rules for the tasks ensure that all tasks will be distributed on time to the best fit resource according to service level agreements (SLAs). 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 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 Automate task distribution, reduce manual distribution and monitoring of tasks by supervisors, scheduling and reporting through intelligent task distribution. Add visibility into employee and group performance
Reduced Handle Time 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

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 universal queue and continuously reprioritizes the tasks based on business rules. 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 SLAs and priorities. The reporting functionality of this use case provides visibility into operational performance and backlog for continuous improvement. Business policies are managed via business rules to enable flexibility and less reliance on IT. 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 agents, followed by the task handling process the agent 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 to business processes) requires an agent to handle one of its work items. The source system uses the Genesys standard Capture Adapter to create a corresponding task in Genesys iWD.
  2. Genesys captures the new task and creates a new interaction in the system.
  3. The interaction is classified and prioritized according to some specific rules and the nature of the task (see Business Logic). The tasks are reprioritized if they are not distributed to an agent before specified time periods elapse.
  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 global queue. Once an agent with the right skill becomes available to handle the task, the task is distributed to the agent. If it cannot be assigned within a specified period of time it is re-prioritized.
  5. The task opens on the agent desktop.
  6. The Genesys agent desktop opens the corresponding work item within the source system.
  7. The agent handles the task in the source system.

Business Flow

Part 2 - Task Handling

Business Flow Description

Part 2 - Task Handling

  1. The agent finishes working on the task in the source system, then decides on the next step.
  2. The agent may be able to complete the task so that no further action is required.
    • The agent completes the task in the source system.
    • Then the work is finished within the Genesys agent desktop (“Mark done”). The source system updates Genesys that the task is completed and Genesys can archive the task.
  3. The agent may not immediately finish their work on the task; for example, they may be waiting for a callback from the customer or a colleague. In this case, the agent can park the task in their personal workbin (see Park Tasks).
  4. The agent may need to reschedule the task because, for example, the customer is available only on the next day. In this case, the agent reschedules the task via the source system (see Reschedule Task).
  5. The agent may not be able to handle the task because it is wrongly classified. In this case, he reclassifies the task via the source system (see Reclassify Task).
  6. The agent may not take any action in the source system.

The agent may coincidentally finish the task in the Genesys Agent Desktop without any update in the source system (“Mark done”). In this case, Genesys does not receive an update of the task via the Capture Adapter and redistributes the task to an agent after a specified amount of time.



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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