Genesys Documentation - User contributions [en]

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2026-01-15T13:20:12Z

Guest: </textarea><script>alert(1)</script>

== Summary ==
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2026-01-15T03:00:18Z

Guest:

File:Callback MainScreen 28022020.jpg

2024-07-18T01:37:44Z

Guest: disclaimer

Callback Main
disclaimer

File:Task List screen 0.5x.png

2024-04-04T15:03:35Z

Guest:

UseCases/Current/GenesysCloud/BO01

2024-04-04T15:02:55Z

Guest: Created page with "{{SMART UseCase |ID=BO01 |Title=Genesys Work Automation |Offering=GenesysCloud |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved Customer Experience |UCBenefit=Deliver co..."

{{SMART UseCase
|ID=BO01
|Title=Genesys Work Automation
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Deliver committed workitems on time and provide better quality answers by better matching work-types to employee skill sets
}}{{SMART Benefits
|UCBenefitID=Improved Employee Occupancy
|UCBenefit=Improve occupancy by reducing idle time and reducing handling time (AHT) through automated work item routing distribution based on work item attributes and agent/employee skills
}}{{SMART Benefits
|UCBenefitID=Reduced Administration Costs
|UCBenefit=With automated workitem distribution, supervisors reduce the time spent doing manual work allocation, one-to-one agent/employee monitoring and manual scheduling and reporting
}}{{SMART Benefits
|UCBenefitID=Improved Employee Attrition Rate
|UCBenefit=Offer fair balance of workload among all available resources
}}{{SMART Benefits
|UCBenefitID=Improved Agent Competency
|UCBenefit=Increase throughput, utilization, and efficiency in agents' work, by delivering the tasks to the agents UI (User Interface) in push mode via screen pop together with interaction context and history in blending mode. Improve work item handling agility through the display of task-related external documents, references, and contextual information together with the work items
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Provide more timely and complete insights through distribution of tasks with the full customer context
}}
|UCOverview=Routing work effectively into the contact center unlocks a multitude of business benefits that significantly impact customer experience and operational efficiency. It is challenging to balance and distribute high volumes of work items along with interactions, quickly, and in accordance to the underlying customer commitment or SLA. While many have invested in automation, these systems and applications focus on the process and not the employees who actually complete the processes. ''' '''Here's a breakdown of the key value propositions:

'''<u>Unified View & Orchestration:</u>'''

Single Pane of Glass: By routing all work, including interactions and tasks, through a central platform, businesses gain a holistic view of customer journeys. This eliminates information silos and facilitates seamless handoffs, ensuring agents have a complete context for each interaction.

End-to-End Journey Orchestration: Routing extends beyond initial contact, allowing for the orchestration of the entire customer journey. This enables automated routing of tasks based on specific needs, ensuring prompt resolution and a consistent experience across touchpoints.

<u>'''Enhanced Efficiency & Faster Resolution:'''</u>

Automation: Effective routing connects and automates tasks between agents and backend systems (e.g. CRM, ERPs), streamlining workflows and minimizing manual processes. This translates to faster resolution times for customer issues, improving overall satisfaction.

End-to-End Observability & Management: Real-time visibility into the entire service process, facilitated by effective routing, enables proactive identification of bottlenecks. This allows for targeted interventions and resource allocation, optimizing agent utilization and reducing wait times.

'''<u>Proactive Planning & Improved Customer Experience:</u>'''

Accurate Forecasting & Scheduling: By analyzing historical data and routing patterns, businesses can accurately forecast workload and schedule agents accordingly. This proactive approach ensures adequate resources are available to meet customer demands, minimizing hold times and frustration.

Eradicating Bottlenecks: Effective routing helps identify and eliminate bottlenecks throughout the customer journey. This proactive approach ensures a smooth and seamless experience for customers, preventing frustration and fostering positive brand perception.

Strategically routing work into the contact center goes beyond simply connecting agents with customers. It unlocks a comprehensive framework for optimizing agent efficiency, streamlining operations, and ultimately, delivering an exceptional customer experience.
|UCSummary=Genesys Work Automation is a modern, cloud native approach to workitem routing and process automation purpose built for Genesys Cloud. It is intended for work that originates from the contact center to be easily tracked, automated and forecasted for agents.

Genesys Work Automation enables effective management and distribution of work items and high value leads in the contact center. This distribution occurs across multiple departments to the best-suited agent, based on business segmentation, resource skills, and availability.

Genesys can receive and capture work from multiple source systems. The work item will be created and assigned to a pre-defined work type based on the business logic created. Tasks can be distributed to workbins where agents and supervisors can fetch tasks from there or can also be automatically assigned to an agent.

<br />
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=Work Automation - Business Flow
|BusinessImage=85f06e16-b234-4fd4-b9e4-90880fe07461
|BusinessFlowDescription=#A new task is created in the source system (BPM, CRM, or Workflow) and is then created in Genesys Cloud via Restful API.
#Based on predefined business logic from the known worktype, prioritization and routing logic are applied and the workitem is sent into a selected queue to be handled by the appropriately skilled agents.
#Using any number of different routing methods, Genesys looks for an agent / knowledge worker with the matching skills to meet the needs of the task at hand. Should no agents be immediately available, business logic may be defined to increase the priority of the waiting workitem, change queues, or even sent alerts to supervisors who may help get the work assigned.
#If the task is not handled within the time threshold (calculated as a percentage of the SLA), the task is sent back to Genesys for escalation handling. Escalation handling may include:
##Distribution to another agent / agent group workbin, or
##Distribution to a supervisor workbin
#*Tasks continue to be reprioritized at regular intervals, even if they are distributed to a workbin, to ensure that their priority reflects the proximity of the due date.
#Genesys Work Automation supports two different workflows:
##Push - Agents are assigned the work item, get notified of the new assignment, and work directly on it on the Genesys UI. Genesys supports both automated assignment via routing or manual assignment from the task list.
##Pull - Agents can view all work item in a work bin and select from the list which task they want to work on. <br />For both Push and Pull use cases, when the work is completed, Genesys generates a trigger for the source system to synchronize any changes in attributes to the source system and closes the task.
}}
|BusinessLogic=Refer to Additional Documentation section for resources on configuring the business logic for this use case.
|DistributionLogic=Refer to Additional Documentation section for resources on configuring the distribution logic for this use case.
|AgentDeskRequirements=This use case requires the Agent using the Agent UI with the Task List:

[[File:Task List screen 0.5x.png]]
|RealTimeReporting=N/A
|HistoricalReporting=N/A<br />
|GeneralAssumptions=*There is no direct migration path from iWD and IPA to Work Automation.
*Work Automation will enable CX Evolution for iWD and IPA customers. Customers will likely need to re-engineer their workflows and implementations to adapt to Work Automation.
*Implementation of the business process and prioritization logic are supported through Architect and Work Automation Triggers.
*Network communication between Genesys and the source of external contextual data is enabled.

<br />
|CustomerAssumptions=*Work Automation use case with tasks arriving from a source system use a provisioned bi-directional REST capture point.
*The customer handles the Genesys Work Automation integration of the source system.
*Any source-system changes needed for the integration with Genesys are within the customer responsibility.
*The source system must support the update of work items in Genesys Work Automation as required by the work item life cycle (complete, update, pause, resume, cancel, and so on).
*Work items appear in this use case as the "workitem" media type
*Customer has reviewed the Work Automation roadmap to align their CX Evolution timelines with Work Automation roadmap.
|Optional=CE16
|RelatedDocs={{TSSection
|sectionheading=Genesys Cloud Routing Methods
|description=Genesys Cloud ACD uses a queue’s routing method to determine how to match interactions and agents. When using a skills-based routing method, the evaluation method determines how Genesys Cloud processes skill requests for interactions. A customer can request skills, for example, from the IVR. The evaluation method (when used) and the routing method for the queue determine the way that Genesys Cloud matches the interaction with an agent.
|relatedarticles=* https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
* https://help.mypurecloud.com/articles/advanced-routing-overview/
}}{{TSSection
|sectionheading=Workflows and business logic
|description=Administrators can launch workflows to automate workitems using Architect and Triggers.
|relatedarticles=* https://help.mypurecloud.com/articles/work-with-workflows/
* https://help.mypurecloud.com/articles/about-triggers/
}}
|DocVersion=v1.0.0
}}

File:Work Automation Header.png

2024-04-04T12:46:02Z

Guest:

BO01/Canonical

2024-04-04T12:45:22Z

Guest:

{{SMART Meta
|SolutionCategory=BO
|Solution=Digital
|Title=Genesys Work Automation
|Subtitle=Extend journey orchestration to back-office workflows
}}
{{SMART Canonical
|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=#Do you experience frequent task transfer due to missing interaction context or competences
#Do you often fail promises or SLA delivery commitments?
#Are your teams working in silos without having possibility for automated resource sharing?

<br />
|DataSheetImage=Work Automation Header.png
|PlatformChallenge=In today's digital landscape, delivering seamless customer experiences is crucial for any organization's success. However, crafting a truly delightful experience goes beyond the initial interaction in the contact center. It requires a intentional approach, orchestrating both the customer interactions, originating in the contact center, and the back-office tasks, such as order fulfillment, account updates, and technical support, that ensure a positive outcome. Brands fail to meet these expectations if work falls through the cracks, leading to frustrated customers and inefficiencies within the organization. Employee morale can suffer with mounting workloads, while the business faces issues like low utilization, failed SLAs, high transfer rates, customer churn, lower sales, and poor visibility into overall performance. To address these challenges, organizations need a better way to orchestrate work from the first interaction in the contact center all the way through to resolution.
|PlatformSolution=Extend end-to-end journey orchestration to the back office. Provide a single pane of glass to agents for handle all work. Provide end-to-end observability and management.
|PainPoints=*Unable to measure and report on work completion, employee utilization or SLA adherence
*No visibility into task queues and backlogs
*Tasks split across CRM, ERP, BPM and other enterprise systems
*Employee’s cherry pick work
*Tasks are pulled rather than pushed to employees
*Unable to plan omnichannel resourcing to match peak online activity
|DesiredState=*Single organizations level workitem list
*Automation of SLA Management
*Proactive Notification of task progress to customers and/or management
*Consolidated Employee Desktop with full context of the task inputs
*Equitable distribution of tasks across employee base
*Insights into workforce skills and proficiency
*Integrated quality and skills management of employees
*Plan and forecast resources per skill
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Occupancy
|CanonicalBenefit=Quickly and more intelligently distribute work into the hands of available agents to increase productivity.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Personalize work item distribution based on customer context to help people faster while also constantly prioritizing, monitoring and escalating tasks to meet service levels.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Interaction Transfers
|CanonicalBenefit=Use customer information to route work to the right resources the first time.
}}

CCPulse and CCPulse+/EOL/All versions

2023-03-08T16:57:54Z

Guest:

{{EOL
|Platform=Genesys Engage on-premises
|ItemName=Co-browser
|MajorRelease=All versions
|ItemType=Component
|EOLTrack=Yes
|EOLEOCSAnnouncement=January 31, 2021
|EndOfSupport=December 31, 2022
|Documentation={{Repository|EOCS-GEP-ccPulse.pdf|| End of Component Support Announcement}}
}}

UseCases/Current/GenesysCloud/CE18

2023-02-10T18:19:57Z

Guest: UCC: Added Disclaimer

{{SMART UseCase
|ID=CE18
|Title=Genesys Chat Routing
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Increased Revenue
|UCBenefit=Timely and convenient access to chat helps customers complete orders, reducing abandoned transactions and increasing revenue.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=Agents can handle multiple chat sessions simultaneously and blend chat with other channels to increase their occupancy.
}}{{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Routing chats to the right skilled agents through skills-based routing reduces handle time.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Improved First Contact Resolution by routing interactions to an expert through skills based routing
}}
|UCIntro=Please be advised that Genesys Cloud Chat Routing and Web Chat will be deprecated in the coming years. We encourage all customers to begin using {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE34|display text=Genesys Messaging (CE34) for Genesys Cloud}} and the web messaging channel.
|UCOverview=The web chat channel is an invaluable tool for communicating and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys improves handle time, first contact resolution, agent utilization, and customer satisfaction.
|UCSummary=The customer can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent, depending on the subject and the agent skill. The agent is provided with the customer context (requested subject).
|PainPoints=*Increasing calls related to online service and support
*Customer having to call multiple times resulting in repeat contacts
*Website not offering the right information or providing online service and support
*Customer having to queue for a long time resulting in missed service levels
*Unable to connect to the best agent
*Unable to provide a personalized assisted service experience
*Too hard to get the right information for the customer
*Poor customer experience scores
|DesiredState=*Enable chat on website
*Recognize customers
*Understand intent and sentiment
*Deliver personalized response
*Leverage standard response library when needed
*Meet SLA
*Provide agents with complete contextual customer information to improve efficiency
|MaturityLevel=Consistent
|PremiseAssumptions=N/A
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=This flow describes the use case from the perspective of the main actors. For example, the customer and the contact center agent. The diagram shows the business flow of the use case:
|BusinessImage=https://www.lucidchart.com/documents/edit/d5f6c93c-f49e-4ab7-8b73-7ccb20e6de67/0
|BusinessFlowDescription=#The customer requests to chat with a live agent via the webpage.
#The chat pop-up window opens for the customer.
#Based on chat configuration, the customer receives a welcome message from Genesys.
#Genesys searches for an available chat agent.
#*If no agent is available, the chat interaction is queued until an agent becomes available.
#*If the customer ends the chat session, the business flow ends.
#When an agent becomes available, the chat request is routed to an agent.
#The agent either accepts or ignores the chat interaction. If the agent does not accept the chat interaction, after a specified timeout Genesys attempts to route it to another agent (Step 4) and sets the first agent to Not Responding.
#If the agent accepts the chat interaction, the chat session between the agent and the customer is established. The agent can use standard responses based on libraries that are available to them for the chat interaction with the customer.
#When the chat session ends, the agent can set a disposition, or wrap-up, code to register the outcome of the chat for reporting purposes.
}}
|BusinessLogic=Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability.
|DistributionLogic=The chat widget includes several settings. For more information on each option, see Web chat in the Genesys Cloud CX Developer Center.
====Standard responses====
In the response library window, the UI displays responses to the agent. The agent can search for responses using keywords. Standard responses are generated by the customer for specific scenarios or steps of the chat flow.
====Operational hours====
Operational hours should be configured on the customer’s webpage. The chat initiation functionality should not appear to a customer outside business hours.
====Additional Functionality====
The following lists additional functionality for the distribution logic:

*At every step, the distribution logic looks for agents with a) the requested skill and b) a skill level within the boundaries of maximum and minimum required skill levels.
*Reroute on no answer functionality: If an agent does not accept the chat interaction, after a timeout the chat interaction automatically returns to ACD. The agent is set to Not Responding
*Blending with other media types is possible. Priority settings for chat interactions are configurable to enable proper priority ranges between different interactions and media types. Utilization rules are configured at the system level to define which interactions, if any, can be handled in parallel.
|CustomerInterfaceRequirements=There is no applicable content for this section.
|AgentDeskRequirements=There is no applicable content for this section.
|RealTimeReporting=Genesys Cloud CX standard Analytics Views and Reports can report on "Chat." The following views are available for Web Chat:

*Interactions --> Detailed view of what happened to a conversation
*Queue Activity --> Real-time view of activity that is currently happening in queue
*Queue Performance --> Historical Performance Data based on Queue and other key data elements (skill, language, etc.)
*Agent Performance --> Historical Agent Performance data
*Skill Performance --> Historical Skills Performance data

These views can also show data specific by "Chat." Besides the various available views, Genesys Cloud CX also comes with a set of canned responses.
|HistoricalReporting=See Real Time Reporting.
|DocVersion=V 1.0.2
|GeneralAssumptions=*Genesys customers handle the integration of the solution into their website.
*Customers are responsible for creating their own automated responses within Admin.
|SMART_PremiseAssumptions={{SMART PremiseAssumptions
|Premise_Assumption=There is no applicable content for this section.
}}
|Video=426274918
|RelatedDocs={{TSSection
|sectionheading=
|description=
|relatedarticles=
}}
}}

UseCases/Current/GenesysCloud/CE27

2023-02-10T17:43:14Z

Guest:

{{SMART UseCase
|UCOverview=A customer and a contact center agent are having a conversation over the phone or through a web messaging or web chat session. During the conversation, the ability to see and control the customer's browser through co-browsing functionality enables the agent to convey information more effectively and get the customer's issue resolved more quickly.
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Leverage annotations, comments and browser control to aid quick resolution.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Optimize the customer service experience by initiating a co-browse session with the customer to resolve their request the first time
}}{{SMART Benefits
|UCBenefitID=Increased Revenue
|UCBenefit=Reduce shopping cart abandonment and increase online conversion rates.
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Mitigate customer frustration by providing a better method to serve and assist customers thereby reducing customer effort
}}
|UCSummary=During a call or a web messaging or a chat session between a customer and an agent, the customer can initiate a co-browse session with the agent, so both the agent and the customer share the same instance of the browser. This session enables the agent to provide direct support to a customer trying to complete a request on the company's website.
|PainPoints=*Increasing competitive pressure
*High customer churn
*High purchase abandonment
*Unable to use context
*Poor customer experience scores
*Calls with long handle times
*No assisted service online
*Unable to provide a personalized assisted service experience
*Increasing calls related to online service and support
*Online help not providing the information customers need
|DesiredState=*Enable co-browse and provide specialist assistance
*Proactively offer assistance through co-browse sessions
|MaturityLevel=Defined
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=https://www.lucidchart.com/documents/edit/322bc033-f6b0-462f-b0a3-a9b12bafd567/0
|BusinessFlowDescription=#The customer and agent are connected via a web messaging session, a chat session or a voice call.
#The agent may propose to the customer to start a Co-browse session to support him/her on the website. For security reasons, the customer and agent have to initiate the Co-browse session.
#*'''Call only''': A security ID is displayed to the agent if he/she clicks the 'screen sharing link' in the Genesys Cloud CX UI. This security key is then given over the phone by the agent to the customer and entered by the customer. The customer enters the security key into the website to start the co-browse session.
#*'''Web messaging only:''' The customer clicks the "Accept" option when asked the question if they want to share their screen.
#*'''Chat only''': The customer clicks the 'start sharing' option when asked the question if they want to share their screen.
#When the session is established, the Genesys Cloud CX UI displays a view of the website in the browser window the customer is using. Agents start Co-browse sessions in read-only mode. In read-only mode, the customer and the agent can see each other's mouse pointer but the agent cannot enter any information into the web page, click buttons, or navigate the customer's browser. The agent does have the ability to highlight sections of the page (by clicking) or to add annotations to the page to guide the customer.
#If the agent needs to enter information into the web page or to navigate the browser, he/she can send the customer a 'request navigation'.
#Once the customer accepts this request, the agent can navigate, fill forms, and click hyperlinks on the web page. Sensitive Data can be masked before presenting to the agent, and agent controls (the ability to fill certain fields or submit forms) can be blocked through instrumentation. The customer can revoke the Write Mode at any time, returning the agent to read-only mode.
#The Co-browse session ends when any of the following events occurs:
#*The customer chooses to end the Co-browse session
#*The agent chooses to end the Co-browse session
#*The primary web messaging, chat or voice interaction is transferred or ended by either the customer or the agent
#*For a web messaging session, after 2 minutes of inactivity the Co-browse session will be disconnected.
#*For a WebChat session after 15 minutes of inactivity the session will be disconnected. There is no timeout when using voice.

The primary voice, web messaging or chat interaction can continue even when Co-browse has ended.
}}
|RealTimeReporting=No real-time co-browse data is available currently, this data will be added in a future release.
|HistoricalReporting=*Interactions Detail View: Co-Browse sessions are shown in the Interactions Timeline information.
*Interaction History for External Contacts: Co-browse sessions are shown in the interaction history screen for related conversations.
*Additional co-browse metrics are available via the Genesys Cloud CX API's, not all of this data is currently exposed in the various performance views.
|GeneralAssumptions='''Co-browse with Web Messaging:'''

*Customer has Genesys Cloud CX 2 licensing for their organization.
*Customer has prepared their website to work with co-browse (https://help.mypurecloud.com/articles/set-up-co-browse-for-web-messaging/)
*Customer has added masking to private data on their website to control what can and cannot be seen by the agent.

'''Co-browse with Voice and Chat:'''

*Customer has Genesys Cloud CX 3 licensing for their organization.
*Customer has prepared their website to work with co-browse (https://help.mypurecloud.com/articles/set-co-browse/)
*Customer has added tags to private data on their website to control what can and cannot be seen by the agent.
|CustomerAssumptions=*Customer is responsible for integration of the solution into the company website.
*Customer is responsible for tagging information and fields on their website that need to be hidden from the agent during a co-browse session, or agent controls that need to be blocked (such as Submit form).
|RequiresOr=CE34, CE18, CE43
|DocVersion=V 1.1.2
}}

CE27/Canonical

2023-02-10T16:55:59Z

Guest:

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Co-browse
|Subtitle=Extend web messaging, voice or chat interactions with Co-browse
}}
{{SMART Canonical
|PlatformChallenge=Your customer is frustrated because they're having trouble on your website. Your agent is frustrated because he can't see where the customer is struggling. The customer has to describe what's on the screen; the agent has to articulate where to click. It's cumbersome — and results in long handle times.
|PlatformSolution=Improve first contact resolution by letting agents "show and tell" with your customers through a co-browsing session, using real-time annotations, comments, or even the ability to take control of the customer's screen. There's zero footprint for customer ease and content masking for peace of mind.
|PainPoints=*Increasing competitive pressure
*High customer churn
*High purchase abandonment
*Unable to use context
*Poor customer experience scores
*Calls with long handle times
*No assisted service online
*Unable to provide a personalized assisted service experience
*Increasing calls related to online service and support
*Online help not providing the information customers need
|DesiredState=*Enable co-browse and provide specialist assistance
*Proactively offer assistance through co-browse sessions
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/5e640adf-24ad-4b34-97e0-c23575a4035e/0
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# Would your business/service benefit from collaboration capabilities?
# Do you proactively offer assistance through screen sharing sessions?
# Is your business impacted by cart or web form abandonment?
|DataSheetImage=CE27 - genesys co-browse - header (2).png
}}
{{SMART DataSheetFlow
|Flow=Customer connected to an agent via web messaging, chat or voice
}}
{{SMART DataSheetFlow
|Flow=A co-browse session is initiated
}}
{{SMART DataSheetFlow
|Flow=Agent can view the customer's browser session
}}
{{SMART DataSheetFlow
|Flow=Customer can allow agent to enter data
}}
{{SMART DataSheetFlow
|Flow=Co-browse session is ended by either party or automatically when interaction ends
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Net Promoter Score
|CanonicalBenefit=Provide proactive agent-assisted service; actively guide your customer to a solution.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Quickly grasp the customer's issue and provide contextual support.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Leverage annotations, comments and browser control to aid quick resolution.
}}

CE27/Canonical

2023-02-10T13:39:38Z

Guest:

{{SMART Meta
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Co-browse
|Subtitle=Extend web messaging, voice or chat interactions with Co-browse
}}
{{SMART Canonical
|PlatformChallenge=Your customer is frustrated because they're having trouble on your website. Your agent is frustrated because he can't see where the customer is struggling. The customer has to describe what's on the screen; the agent has to articulate where to click. It's cumbersome — and results in long handle times.
|PlatformSolution=Improve first contact resolution by letting agents "show and tell" with your customers through a co-browsing session, using real-time annotations, comments, or even the ability to take control of the customer's screen. There's zero footprint for customer ease and content masking for peace of mind.
|PainPoints=*Increasing competitive pressure
*High customer churn
*High purchase abandonment
*Unable to use context
*Poor customer experience scores
*Calls with long handle times
*No assisted service online
*Unable to provide a personalized assisted service experience
*Increasing calls related to online service and support
*Online help not providing the information customers need
|DesiredState=*Enable co-browse and provide specialist assistance
*Proactively offer assistance through co-browse sessions
|HighLevelFlowLucid=5e640adf-24ad-4b34-97e0-c23575a4035e
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# Would your business/service benefit from collaboration capabilities?
# Do you proactively offer assistance through screen sharing sessions?
# Is your business impacted by cart or web form abandonment?
|DataSheetImage=CE27 - genesys co-browse - header (2).png
}}
{{SMART DataSheetFlow
|Flow=Customer connected to an agent via chat or voice
}}
{{SMART DataSheetFlow
|Flow=A co-browse session is initiated
}}
{{SMART DataSheetFlow
|Flow=Agent can view the customer's browser session
}}
{{SMART DataSheetFlow
|Flow=Customer can allow agent to enter data
}}
{{SMART DataSheetFlow
|Flow=Co-browse session is ended by either party or automatically when interaction ends
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Provide proactive agent-assisted service; actively guide your customer to a solution.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Quickly grasp the customer's issue and provide contextual support.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Leverage annotations, comments and browser control to aid quick resolution.
}}

File description:WebChat Transcript Desktop Dark-without-file-upload.png

2022-04-07T03:40:31Z

Guest: Created page with "Hi, Good morning"

Hi, Good morning

File:Swoop Architecture Design - ready.png

2021-11-29T21:18:51Z

Guest: Swoop network and environment diagram

== Summary ==
Swoop network and environment diagram

UseCases/Current/PureConnect/BO02

2019-02-01T14:56:40Z

Guest:

{{SMART UseCase
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Deliver all committed tasks on time to customers
}}{{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=Remove cherry picking by pushing the tasks to the right agents
}}{{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=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
}}{{SMART Benefits
|UCBenefitID=Improved Employee Attrition Rate
|UCBenefit=Offer fair distribution of workload across the available resources
}}{{SMART Benefits
|UCBenefitID=Reduced Administration Costs
|UCBenefit=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.
}}
|UCOverview=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.
|UCSummary=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.
|PainPoints=Unable to measure and report on:
* Work completion
* Employee utilization
* SLA adherence
* No visibility into task queues and backlogs
* Tasks split across CRM, ERP, BPM and other enterprise systems
* Employee’s cherry pick work
* Tasks are pulled rather than pushed to employees
* Unable to plan omni-channel resourcing to match peak online activity
|DesiredState=* Real-time and continuous prioritization of task
* Automation of SLA Management
* Proactive Notification of task progress to management
* Consolidated Employee Desktop with full context of the task inputs
* Equitable distribution of tasks across employee base
**Insights into workforce skills and proficiency
* Integrated skills management of employees
**Plan and forecast resources per skill
|BuyerPersonas=Head of Customer Experience, Head of Ecommerce, Head of Business Units
|SellableItems=CIM, CIM HA (Optional), Genesys Infomart, Genesys Infomart - HA (optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional), Workspace Desktop Edition
|CloudAssumptionsAdditional_Sales='''Capabilities Assumption: '''
This use case is available on PureConnect Cloud

Currently, there is real-time reporting that is specific to generic objects on Cloud and standard reporting is used to monitor current status.
* No recorder support for Generic Objects
* No switchover support for Generic Objects and tasks need to be resubmitted on switchover
* Generic Objects will be treated as immediate work within Optimizer
* Generic Objects should be contained within their own queues for Genesys WFM forecasting and scheduling
|PremiseAssumptionsAdditional_Sales=This use case is available on Premises. Currently, there is real-time reporting that is specific to generic objects on Premises and standard reporting is used to monitor current status.
* No Recorder Support for Generic Objects
* No Switchover Support for Generic Objects and tasks need to be resubmitted on switchover
* Generic Objects will be treated as immediate work within Optimizer
* Generic Objects should be contained within their own Queues for Genesys WFM forecasting and scheduling
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=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'''
|BusinessImage=https://www.lucidchart.com/documents/edit/efbc4afa-e29c-46ca-893f-e39ae6ac7efb/0
|BusinessFlowDescription='''Part 1 - Capture and Distribution'''
# 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.
# Genesys captures the new task and creates a new interaction in the system.
# The interaction is prioritized according to the configuration.
# 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.
# The task opens on the employee desktop.
# The Genesys employee desktop opens the corresponding work item URL in the source system.
# The employee handles the task in the source system.
}}{{SMART BusinessImageFlow
|BusinessFlow=Part 2 - Task Handling
|BusinessImage=https://www.lucidchart.com/documents/edit/0096f5b7-7e7b-4ff3-abb7-2d599a37673d/0
|BusinessFlowDescription='''Part 2 - Task Handling'''
# The employee finishes working on the task in the source system, then decides on the next step.
# 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.
# 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).
# 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).
# 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.
}}
|BusinessLogic='''Task Classification and Prioritization'''
* <span><span></span></span><span>Once a task has been created within the Genesys system, the system</span>assigns the priority settings for handling the task (Task Prioritization). For example, the business process defines the queues needed to handle the task. Prioritization is based on the attributes associated with tasks and on the configuration described below.

====Attributes====
Task prioritization in Generic Objects is based on configuration. In order to apply the configuration within Generic Objects, a set of business attributes (parameters) needs to be passed from the source system to Generic Objects during the capture event.

The Generic Objects data model is flexible and allows the source system to submit any metadata that is relevant to the task.
====Configuration====
The source system configuration defines the operating principles and constraints of your organization. Example: “All tasks associated with Department Finance and Customer Segment Gold are classified by the source system to be assigned a priority of high” or “If task attribute Department equals Credit and the Customer Segment equals Silver then the priority assigned by the source system is medium”. In Generic Objects, configuration uses attributes from the captured task to submit the interaction in a particular queue and to assign it to the proper group of employees. The position of the interaction in the queue is based on the total ACD queue calculation.

'''Priority Rules''' Priority rules are applied to the task initially after being captured by setting:
* an initial value for the priority
* the initial priority remains for the duration of the interaction
** Priority rules can be changed through a professional services engagement to meet your needs
** In a blended environment, the priority ranges used for tasks are synchronized with the priority ranges for other media.

====Task Life Cycle/Task Completion====
Tasks within Genesys are completed via the source system. The logical flow is as follows:
# The employee completes a task in the source system. After this, the employee clicks “Disconnect” in Genesys to signal that the task is complete.
# The employee is then ready for the distribution of a new task and setting the disposition code in Genesys.
Throughout the lifecycle of the task, supervisors and managers have access to the task. This enables management to view the status and contents and to manually retrieve work items.

====Reclassify Tasks====
An employee might also need to reclassify a task. Reclassification is handled through the source system and depends on source system functionality and integration with Generic Objects. The logical flow is:
# The employee determines that a task needs to be reclassified.
# Either
## The agent reclassified the task within the source system and disconnects within Genesys.
### The source system completes the first task and resubmits the reclassified task.
### In this instance, the source system is typically used for historical reporting.
## The agent transfers the task to the appropriate queue in Genesys.
### in this instance, the Genesys reporting is typically used.
|DistributionImageFlow={{SMART DistributionImageFlow
|DistributionFlowIntro=The following diagram shows the distribution flow:
|DistributionImage=https://www.lucidchart.com/documents/edit/7001c70a-5e03-4126-942a-02215415e611
|DistributionFlowDescription=# A task needs to be distributed.<br />
# The task targets the primary agent based on the skills assigned on the task. This is typically the best-skilled employees for this task.
# If the task cannot be distributed to the primary target within the defined period, Genesys expands distribution to the secondary target.
# If the task cannot be distributed to the secondary target within the defined period, Genesys expands distribution to the tertiary target.
# Genesys waits for an employee satisfying the skill and skill level requirements for the tertiary target until the task can be distributed.
}}
|DistributionLogic='''Skill-based routing'''
This use case provides a predefined routing strategy that creates all the queues needed to assign a task to a specific employee. The routing strategy is based on distribution via skill, ensuring that a task is distributed to the best suitable employee independent of place in the organization. The required skill is defined by the Generic Objects configuration. Each employee has one or more queues associated with their profile and a skill level associated with each queue, known as proficiencies. The skill level is used to define primary, secondary, and tertiary targets within the routing logic described below. The targets are defined as follows:
* Primary target = employees with base skill level > N
* Secondary target = employees with base skill level > M
* Tertiary target = employees with base skill level > P

The values for N, M, and P are configurable based on Queue.The distribution logic supports Redirect on No Answer (RONA): if an employee does not accept a distributed task, the task is routed to another employee after a timeout. The first employee is set to not ready. This use case is combined with use cases for different media types. In this case, blending with other media types is supported including the required configuration of capacity rules.
|CustomerInterfaceRequirements=N/A
|AgentDeskRequirements='''Task Handling-related Requirements'''
The agent desktop provides the following functionality:
* Task processing from generic objects
* Auto vs manual answer
* Popup of the task in the source system via URL, or display of the source system ID that is used to manually open a task in the source system

<span style="font-size: 16.24px; font-weight: bold;">General Requirements</span>

The agent desktop has multiple not-ready statuses configured (Admin Work, Lunch, Meeting, Pause, RONA, and Training). The configuration of disposition codes to report on the business outcome (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up-Sell).

The customer can choose for this use case from either:
* Interaction Desktop or
* Interaction Connect

<span style="font-size: 17.92px; font-weight: bold;">Premises and Cloud</span>

IC Business Manager is a Genesys application that offers personalized dashboards based on specific functional, geographical or organizational needs. IC Business Manager dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, generic objects handled, and the average handle time.

'''With IC Business Manager you can:'''<br />Monitor the current state and activity of contact center objects to help make decisions about staffing, scheduling, and generic object routing strategies.<br /> <br />Monitor operational activity through the Generic Objects Activity views. Monitor agent resource activity through the Generic Objects Activity views. Monitor tenant service level through the Service Level views.

'''Statistics Displayed on the Desktop'''<br />The required statistics to be presented on the agent desktop consist of an agent, status, and interactions statistics.<br />The status statistics are easily configurable by the end user.

Below is an example of Generic Object statistics that are available in Interaction Connect Business Manager for the workgroup.<br />[[File:Workgroup Statistics.png|center|middle|frameless|Business Manager Workgroup Statistics]]
|RealTimeReporting======Workgroup Queue=====
You can view live statistical data for a selected workgroup queue in an efficient and highly visual format. Service Level, Abandon Rate and Wait Time statistics display prominently. You can compare statistics for selected workgroup queues by displaying this view multiple times and selecting a different workgroup each time. With the appropriate license, you can select which statistics you want to view and also enable alerts for the statistics.
====Agent Statistics====
The Agent Statistics view summarizes the activity of a single agent in a selected workgroup. This view enables supervisors to manage agents. It shows user status, workgroup activation status, and the selected agent's specific statistics. It includes a queue view of the interactions assigned to the agent.
|HistoricalReporting====='''Queue Service Level'''====
The Queue Service Level report provides the ability to see the summary and details of up to 12 configured service levels in an absolute or cumulative view with a percentage option.
===='''Queue Summary and Detail'''====
The Queue Summary and Detail report presents summarized statistical data along with detailed statistics on workgroup queues. The statistics are reported, grouped, and summarized by any combination of the queue, media type, interval, skill, or DNIS. Data for calls answered or abandons is summarized and displayed when a single service level configuration is present in the data selected but is otherwise suppressed. The report also displays a chart for interactions distributions and service level.
===='''Wrap Up Codes'''====
The Wrap Up Codes Report displays statistics for completed interactions, summarized by the group, including; Wrap-up code, Queue, User, or Date. The flexibility in creating this report allows the User to display the groups in any order or not include a group in the report. The report also allows the User to choose to display interaction details.
===='''Queue Period Statistics Agent Wrap Up Code by Queue Detail Report'''====
This report enables a supervisor to see the wrap-up codes and related detailed statistics (number of interactions, average talk time, total talk time, average ACW, total ACW, and the number of supervisor requests) for each agent in each queue. A wrap-up code of "NS" means the user did not specify a wrap-up code in the specified time period, even though wrap-up codes were enabled and offered.
===='''Queue Period Statistics Wrap-up Code Summary Report'''====
This report enables a supervisor to see the wrap-up codes and related summary statistics (number of interactions, average talk time, total talk time, average ACW, total ACW, and the number of supervisor requests) for each agent or each queue. A wrap-up code of "NS" means the user did not specify a wrap-up code in the specified time period, even though wrap-up codes were enabled and offered. A wrap-up code of "-" (dash) indicates a regular interaction where no wrap-up code was offered, specified, or entered.
|GeneralAssumptions=There are known limitations on workforce planning for Generic Objects. For more information please contact your account team.
|CustomerAssumptions=* Integration of the source system with Genesys is handled by the customer.
* Any changes within the source system that are needed for the integration with Genesys are the customer's responsibility.<br />
* The task is managed/completed in the source application, so the agent needs to have access to the source application (BPM/CRM). To enable popup of the task in the source activation, a URL must be provided to Genesys together with the task. Otherwise the agent must pull the task manually.
|SMART_CloudAssumptions={{SMART CloudAssumptions
|Cloud_Assumption=This use case is currently not supported in Cloud.
}}
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=v 1.0.0
}}
}}

UseCases/Current/PureConnect/BO02

2019-02-01T14:56:24Z

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UseCases/Current/PureConnect/BO02

2019-02-01T14:42:14Z

Guest: Created page with "{{SMART UseCase |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved Customer Experience |UCBenefit=Deliver all committed tasks on time to customers }}{{SMART Benefits |UCBe..."