WF06 - Titles and Canonical Info

Important

This information is shared by WF06 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Quality Management	Improve employee performance with quality management		Workforce Engagement	No draft	Not published	Edit

Canonical Information

  Edit  

Platform Challenge and Solution

Platform Challenge: Businesses need to evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every single interaction. You need a way to distinguish important from routine interactions, and then generate the results in a consistent and automated manner.

Platform Solution: Genesys Quality Management includes strategic metadata with each recorded interaction to pinpoint which are most valuable to evaluate, and then uses predefined reports to analyze and present those results for a clear and consistent view of where you’re strong and where you could improve.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit	Explanation
Improved Customer Experience	Clear and consistent metrics expose opportunities to improve your experience.
Reduced Customer Churn	Higher quality interactions drive satisfaction and retain customer loyalty.
Reduced Handle Time	Improve the efficiency of your supervisors with more targeted coaching.

High Level Flow

High Level Flow Steps

1. Create evaluation question library
2. Create an evaluation form
3. Arrange the evaluation schedule
4. Select and score the evaluation session
5. Create reports and dashboards
6. Email the reports to the agents

Data Sheet Image

Canonical Sales Content

  Edit  

Personas

• Contact Center Supervisor / Manager
• Head of Customer Service
• Head of Operations

Qualifying Questions

1. How does your organization manage the quality of the interactions that your contact center handles with customers and prospects today?
2. How does your quality team select which interactions to evaluate?
3. How do you currently aggregate and report upon evaluation results (scores)?

Pain Points (Business Context)

• Managers, Supervisors, Coaches and Quality Analysts waste time hunting for relevant interactions to evaluate for quality purposes
• Manual methods of tracking the results of evaluations (i.e. Excel) make it difficult to achieve consistency across different evaluators
• Evaluation results and scores are difficult to efficiently and effectively manage, report upon and analyze
• Communication with agents regarding QA results can be difficult and confrontational.

Desired State - How to Fix It

• Automate the process of creating forms (questionnaires) for evaluating interaction quality
• Automate the distribution/management of evaluation sessions.
• Include extensive metadata with each recorded interaction to precisely target which interactions to evaluate.
• Store evaluation scores in a database and use pre-defined reports to analyze and monitor those results