Genesys Documentation - User contributions [en]

UseCases/Current/GenesysCloud/CE49

2025-11-25T10:15:23Z

Shlandy93:

UseCases/Current/GenesysCloud/CE49

2025-11-25T10:13:41Z

Shlandy93:

{{SMART UseCase
|ID=CE49
|Title=Genesys Social Listening
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Genesys Cloud Social enable real-time engagement, ensuring customers receive fast, personalized responses on their preferred social platforms.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Occupancy
|UCBenefit=AI-powered sentiment analysis detects customer concerns and trends, allowing businesses to address issues before they escalate.
}}{{SMART Benefits
|UCBenefitID=Reduced Customer Churn
|UCBenefit=Real-time monitoring and response capabilities prevent negative sentiment from spreading and damaging brand perception. This reduces customer churn.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Thanks to a variety of routing methodologies, including AI-led Genesys Cloud Predictive Routing, ensures social media interactions are routed to the right agent, reducing the need for multiple touchpoints.
}}{{SMART Benefits
|UCBenefitID=Increased Revenue
|UCBenefit=Social listening identifies customer intent, enabling businesses to capture sales opportunities and drive engagement with potential buyers.
}}{{SMART Benefits
|UCBenefitID=Improved Insights and Visibility
|UCBenefit=Social interactions are unified with other customer service channels, providing agents with a complete view of the customer journey.
}}
|UCOverview=The rise of social media as a key customer engagement channel has transformed how businesses interact with their customers. Customers are no longer limiting their service requests to traditional channels like voice and email; instead, they voice concerns, ask for help, and share feedback on platforms like X/Twitter, Facebook, Instagram, LinkedIn, and Reddit. As a result, organizations must manage an ever-growing volume of social interactions while ensuring a seamless, omnichannel customer experience.

Many companies have implemented AI-powered solutions to improve engagement, yet social interactions often remain disconnected from the broader customer experience strategy. Without integrated social listening with the ability to quickly engage with customers, businesses miss critical opportunities to proactively address concerns, protect their brand reputation, and drive engagement that leads to customer loyalty.

Genesys Cloud Social plays a crucial role in transforming customer engagement by enabling businesses to monitor, analyze, and respond to social interactions in real time. AI-powered social listening detects sentiment shifts, identifies emerging trends, and uncovers valuable insights from customer conversations. At the same time, Genesys Cloud Social ensures agents can engage with customers across all social platforms from a single interface, providing contextual, seamless support.

Genesys delivers an innovative approach by integrating these social media capabilities into the broader contact center experience. This integration ensures that social interactions are no longer siloed but instead become a key part of a brand’s customer engagement and service strategy.

For contact center agents, the benefits extend beyond engagement. They receive real-time insights and sentiment analysis, helping them prioritize and personalize interactions.

End customers experience a seamless, proactive, and responsive service experience. Whether they reach out via social media or other digital channels, AI-powered Social CX ensures their concerns are addressed promptly. Instead of waiting on hold or navigating fragmented support channels, customers receive immediate responses, personalized engagement, and issue resolution in the channel of their choice.

Moreover, when a social interaction is completed, the system automatically logs and categorizes the conversation, ensuring valuable insights are captured for future analysis. These insights empower businesses to measure social engagement effectiveness, refine their strategies, and continuously improve the customer experience.

By integrating social listening and the ability for agents to directly engage with relevant customer comments, businesses can scale engagement, drive brand loyalty, and transform social interactions into powerful opportunities for customer service, reputation management, and revenue growth.
|UCSummary=Genesys Cloud Social enables businesses to monitor, analyze, and engage with customers on social media in real time. AI-powered sentiment analysis detects trends and customer intent, allowing proactive engagement and reputation management.

The solution integrates social media interactions seamlessly with other channels, providing agents with context-rich interactions and AI-driven automation for quick responses and smart routing. Businesses can improve customer satisfaction, reduce agent workload, and unlock revenue opportunities through social engagement.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=506a9cb8-5728-48c9-a96d-fa79bf2f00a8
|BusinessFlowDescription=#An inbound message is received from one of the social channels.
#The message data is ingested based on the data ingestion rules to ensure that it is relevant.
#The message is processed through Social Escalation rules to ensure that Agent intervention is required.
#If Agent intervention is required, the agent picks up the conversation with full context and history provided.
#The agent provides a response and sends it back to the customer via the appropriate social channel.
#The response is received by the customer and the conversation can be continued or ended if there are more questions.
}}
|BusinessLogic=The business logic of the process behind Genesys Cloud Social can be broken down into the following steps:

'''Inbound Social Message'''

#Customers post messages, comments, or queries on public social media platforms such as '''X (Twitter), Facebook (FB), Instagram (IG), and Google Business Profile.'''
#These messages could be general inquiries, complaints, feedback, or engagement with the brand.
#These messages could be public or private messages

'''Data Ingestion'''

#The system '''ingests social media data''' based on '''Data Ingestion Rules''' that are created by the users
#These rules determine which messages are captured, filtering out noise and focusing on relevant customer interactions.

'''Social Escalation'''

#Once the data is ingested, it is processed through '''Social Escalation Rules''' to determine whether it needs agent intervention.
#Escalation criteria could include '''sentiment detection, specific keywords'''
#If escalation is required, the message is routed to an agent.

'''Agent Engagement'''

#Escalated messages require agent intervention and agents can pick them up for responses via the '''Agent Desktop'''.
#The agent receives the conversation with full context and history, enabling them to provide a '''personalized, informed response'''.

'''Agent Response'''

#The agent crafts a response and sends it back through the appropriate social channel.
#Responses can be manual, or templated based (canned responses) on the nature of the inquiry.

'''Outbound Message to Social Channels'''

#The response is sent back to the customer on the original social media platform (X, Facebook, Instagram, Google Business Profile, or others).
#This ensures a seamless, real-time interaction between the brand and the customer.
|AgentDeskRequirements=The Social Listening Performance view page is the central location for viewing more information about social listening performance data. The data is automatically populated based on the queries created by the admins. This page provides a visual representation of the social listening performance data in the following categories:

* '''Mentions Over Time Breakdown by Topic –''' Displays the topic-wise social statistics for brand mentions and the keywords added in the Data ingestions rule over a specific period. By default, the data is displayed as a line chart. You can change the chart type to a pie chart and see the standard deviation.

* '''Unique Users by Topic –''' Displays the number of unique users over a specific period based on the topic. By default, the data is displayed as a line chart. You can change the chart type to a pie or bar chart and see the standard deviation.

* '''Net Sentiment Over Time –''' Displays the net sentiment percentage data over a specific period based on the topic. By default, the data is displayed as a line chart. You can see the standard deviation. The net sentiment is calculated by: ((Total Positive Posts – Total negative posts) / (Total Positive + Total Negative + Total Neutral posts)) * 100

* '''Sentiment Breakdown by Topic –''' Displays the topic-wise sentiment data such as Positive, Negative, Neutral, and Unknown. By default, the data is displayed as a bar chart.

* '''Sentiment Breakdown by Platform –''' Displays the platform-wise sentiment data percentage. By default, the data is displayed as a bar chart.

* '''Mentions Breakdown by Platform –''' Displays the platform-wise social listening data. By default, the data is displayed as a bar chart. You can change the chart type to a pie chart. By default, the data is displayed as a bar chart.

* '''Mentions Breakdown by Topic and Platform –''' Displays the topic-wise and platform-wise social listening data.

* '''Content Type Breakdown by Platform –''' Displays the platform-wise content type data such as Open, X (formerly Twitter), Instagram, Facebook, and Google Business Profile. By default, the data is displayed as a pie chart.

To see social listening data and metrics, click '''Performance''' > '''Workspace''' > '''Social''' > '''Social Listening Performance'''.

In all the chart types, you can right-click on the respective data point to view the drill-down information of that point along with the filters and the duration.

'''Set a default time zone in the workspace'''

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

# Click '''Performance''' > '''Workspace'''.
# On the left side, from the '''Time zone''' drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To [https://help.mypurecloud.com/?p=168517 save the view] with your filter, click '''Save''' '''View''' .

This view updates automatically except when you use filters from the Filters pane. To see the most current data, click '''Refresh''' .

'''Customize the view'''

To show only certain data, customize the Social Listening Performance view using any combination of filters. For example, you can choose to show only certain filters to see certain types of data. You can also save your filter and column settings as a [https://help.mypurecloud.com/?p=168517 saved view] to switch quickly between different data of interest in the same view.
|RealTimeReporting=N/A
|HistoricalReporting=N/A
|DocVersion=V 1.0.0
|GeneralAssumptions='''Web Messaging'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create a Web Messenger configuration and deployment, then add the deployment snippet to their web pages where their consumers can interact with the business.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":160,"335559991":360}"></span>

'''Mobile Messaging'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers can embed Genesys Mobile Messenger SDK into their native mobile apps to show a Messenger UI capable of asynchronous messaging where consumers can interact with the business, similar to the Web Messenger.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''Facebook Messenger'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create a Facebook Messenger Integration in Genesys Cloud to connecting their Facebook page enabled with Facebook Messenger to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''Instagram'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create an Instagram Integration in Genesys Cloud to connecting their Instagram Account to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''X (Twitter) Direct Message'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create an X Integration in Genesys Cloud to connect their X handle to Genesys Cloud and enable receiving and sending direct messages within Genesys Cloud. <span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Businesses deploy an approved X (Twitter) Direct Message app.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Customers agree to the X/[https://help.twitter.com/en/rules-and-policies/twitter-rules Twitter Rules]and [https://help.twitter.com/en/rules-and-policies/platform-manipulation Spam Policy] as defined by X (Twitter).

'''WhatsApp'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers provision and own the voice or SMS number to be used for their business WhatsApp account. Customers will maintain ownership of the voice or SMS number while their WhatsApp account using that number is active.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create a WhatsApp Integration in Genesys Cloud to connect their WhatsApp number to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''Open Messaging'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create an Open Messaging Integration in Genesys Cloud using an Outbound Notification Webhook to connect to a custom asynchronous messaging channel to Genesys Cloud. This will enable receiving and sending of messages with Genesys Cloud. <span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''Google Business Profile'''

Customers create a Google business profile Integration in Genesys Cloud to connecting their google Account with locations associated with it to Genesys Cloud and enable receiving reviews and sending replies to the reviews within Genesys Cloud.

'''Other Assumptions'''

End customers must have a supported application version installed as a mobile or desktop application, where applicable, or be logged into the Messaging channel provider’s website with a supported web browser.

*<span data-contrast="none"></span><span data-contrast="none"></span>Text, Files, Images, Emojis, URL links, and Rich Media are supported (support by channel varies)<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Mobile applications<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Facebook Messenger, X (Twitter), Instagram, and WhatsApp mobile clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Website applications<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Facebook Messenger, Instagram, X (Twitter), and WhatsApp web clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.
|CustomerAssumptions=Customers will adhere to all Terms and Conditions of the Social Messaging platforms they choose to configure with Genesys Cloud.

'''Facebook Messenger'''

*Customers must setup up their own business Facebook page with messenger setup to integrate with Genesys Cloud.

'''Instagram'''

*Customers must bring their own Instagram Account for integration.

'''X (Formerly Twitter)'''

*Customers must sign up for their own business handle with X to integrate with Genesys Cloud.

'''WhatsApp'''

*Customers are responsible for setting up their companies Meta Business Manager Account and verifying their business with Meta.

*Customers are responsible for procuring a voice/SMS number to be used by their business for WhatsApp. Customers are responsible for maintaining ownership of the voice/SMS number while their WhatsApp account is active.

'''Open Messaging'''

*Customers are responsible for building any middleware solutions needed between Genesys Cloud Open Messaging and the integrated messaging application.

'''Web & Mobile Messenger'''

*Customers are responsible for deploying either JavaScript snippet to their website, or add Mobile SDK to their mobile app, in order to run both Web and Mobile Messenger.

'''Google Business Profile'''

*Customers must sign up for their own google account which is connected to their google business profile locations to integrate with Genesys Cloud.

More information on Genesys Cloud Social and third-party messaging terms and conditions can be fund here: https://help.mypurecloud.com/articles/genesys-cloud-social-and-third-party-messaging-terms-and-conditions/
}}

CE46/Canonical

2025-11-19T11:49:50Z

Shlandy93:

{{SMART Meta
|ID=CE46
|SolutionCategory=CE
|Solution=Digital
|Title=Rule-Based Decisions by Genesys
|Subtitle=Give customers the ability to develop, author, and evaluate business rules to improve classification and routing decisions.
}}
{{SMART Canonical
|PlatformChallenge=Customers want to have a seamless and scalable way to handle complex business rules within their organization. They want to be able to author business rules for the purpose of making decisions, test these business rules to ensure they are optimized and have the capabilities to better understand these business decisions and the usage of rules. They want an all-in-one solution for creating and managing Business Rules.

They want to have more power when creating and managing business rules for routing. Dependencies on IT and technical team hampers agility and innovation. Governance of such rules is increasingly difficult if there are multiple channels and not a single place to monitor changes and audit.
|PlatformSolution=Rule-Based Decisions provides the power to the business users to develop, author, and evaluate business rules. It allows organizations to centralize the definition, management, and execute complex sets of rules and logic in a consistent and automated manner. IT teams still can govern the business rules centrally without the hassle of ensuring rules for each and every channel. Users can test business rules to make sure they work properly and are optimized. It gives them the ability to manage, search, arrange, and group them for better administration. Rule-Based Decisions also provides capabilities to better understand business decisions and usage of rules and APIs or other development tools for integrating with other applications such as ERP systems, CRM software, supply chain suites, among many others.
}}

CE46/Canonical

2025-11-19T11:45:35Z

Shlandy93: Created page with "{{SMART Meta |ID=CE46 |SolutionCategory=CE |Solution=Digital |Title=Rule-Based Decisions by Genesys |Subtitle=Give customers the ability to develop, author, and evaluate busin..."

{{SMART Meta
|ID=CE46
|SolutionCategory=CE
|Solution=Digital
|Title=Rule-Based Decisions by Genesys
|Subtitle=Give customers the ability to develop, author, and evaluate business rules to improve classification and routing decisions.
}}
{{SMART Canonical
|DataSheetImage=Rule-Based Decisions
|PlatformChallenge=Customers want to have a seamless and scalable way to handle complex business rules within their organization. They want to be able to author business rules for the purpose of making decisions, test these business rules to ensure they are optimized and have the capabilities to better understand these business decisions and the usage of rules. They want an all-in-one solution for creating and managing Business Rules.

They want to have more power when creating and managing business rules for routing. Dependencies on IT and technical team hampers agility and innovation. Governance of such rules is increasingly difficult if there are multiple channels and not a single place to monitor changes and audit.
|PlatformSolution=Rule-Based Decisions provides the power to the business users to develop, author, and evaluate business rules. It allows organizations to centralize the definition, management, and execute complex sets of rules and logic in a consistent and automated manner. IT teams still can govern the business rules centrally without the hassle of ensuring rules for each and every channel. Users can test business rules to make sure they work properly and are optimized. It gives them the ability to manage, search, arrange, and group them for better administration. Rule-Based Decisions also provides capabilities to better understand business decisions and usage of rules and APIs or other development tools for integrating with other applications such as ERP systems, CRM software, supply chain suites, among many others.
}}

UseCases/Current/GenesysCloud/CE46

2025-11-19T11:43:54Z

Shlandy93: Created page with "{{SMART UseCase |ID=CE46 |Title=Rule-Based Decisions by Genesys |Offering=GenesysCloud |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved First Contact Resolution |UCBenef..."

{{SMART UseCase
|ID=CE46
|Title=Rule-Based Decisions by Genesys
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Every customer is routed correctly using a no-code engine built for context, control and speed.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=Better routing leads to Agents using their time better and increasing their efficiency.
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Correct Routing leads to quicker and efficient resolution which increases customer satisfaction.
}}{{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Routing decisions are based off of structured business rules and decision tables which leads to a quicker resolution of issues.
}}{{SMART Benefits
|UCBenefitID=Reduced Transfers
|UCBenefit=Routing calls to agents based on custom business rules improves accuracy and reduces the need for internal transfers.
}}
|UCOverview=Rule-Based Decisions is a capability of Genesys Cloud that provides the ability to develop, author, and evaluate business rules. A rules engine, often referred to as a business rules engine (BRE) or a rules-based system, is a software component or system that allows organizations to define, manage, and execute complex sets of rules and logic in a consistent and automated manner. A business rule is a piece of logic defined by a business and its execution is important for the running of the business. Multiple business rules, essentially if-then scenarios, can be considered together to make business decisions. Depending on how the decision is defined, the decision process can execute any number of logic steps and actions to arrive at a logical output.

Rule-Based Decisions provides the below capabilities:

*Business users can author business rules for the purpose of making decisions.
*Test business rules in order to make sure they work properly and are optimized.
*Give users the ability to manage, search, arrange, and group them for better administration.
*For a decision table, arranging would mean sequencing them in rows. For individual rules which might be packaged together, arranging will mean sequencing and ordering them. A decision table will be governed by multiple policies like First match, All match, Last match etc. Our default policy is First Match.
*Provide capabilities to better understand business decisions and usage of rules.
*These rules are evaluated in a Rules Engine based upon requests received from client applications (Genesys as well as external)
*Provide APIs or other development tools for integrating with other applications such as ERP systems, CRM software, supply chain suites, among many others.
|UCSummary=Rule-Based Decisions is used to create and execute structured business logic at scale through decision tables, for classification and routing decisions. It is used to create rules schemas and decision tables to define stateless business logic, invoke decision tables from a flow to execute routing and handling rules for an inbound interaction and make real-time updates to rules parameters to allow intra-day changes to the system. Rule-Based Decisions will provide customers with an all-in-one solution to create and manage business rules and logic for CX and EX orchestration.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=Decision Tables Flow
|BusinessImage=16d140eb-380a-4faf-9343-25246647f9fa
|BusinessFlowDescription=#A systems admin defines rules / constraints using a built-in rules schema
#Various attributes are added to the rules schema
#The schema is published and can be added to decision tables.
#Decision tables use rules schemas to help make business decisions for Genesys Customers using input and output attributes.
#Published decision tables are versioned and can be edited and republished when needed.
#Published decision tables can be mapped to architect flows for execution.
}}{{SMART BusinessImageFlow
|BusinessFlow=Customer Journey Flow
|BusinessImage=a72923e9-950f-48a7-8a68-8113cb1eb8e3
|BusinessFlowDescription=#A customer visits a bank website looking to apply for a loan
#The bank must check the customers eligibility using the rules schema from a Genesys Decision table
#The interaction lands inside a predefined flow where the decision node is activated and the decision table is executed
#If all checks are passed based on decision tables, the bank the checks the customers mortgage history
#*If the customer fails the checks based on the decision tables rules, the loan is rejected
#If the customer passes the mortgage check, the loan is approved
#*If they fail the mortgage check, the loan is rejected
#The loan is dispersed to the customer.
}}
|BusinessLogic=Rules Schema

*The systems Admin uses the built in Rules Schema to define the boundary conditions and constraints of a decision table.
*The schema has a name and description and will support various attribute types.
*The schema builder supports all major attribute definition types as needed for Rules Schema.
*Once saved, an attribute is added to the schema.
*Schema builder also supports platform entities to be added as attributes. Once a platform entity is added to a schema, it inherits all properties of that object for that organization.
*Multiple types of attributes can be added to the schema.
*The schema can be saved as a draft and then published when all details are confirmed.
*Once published, the schema becomes active and can be used in decision tables.

Decision Tables

*Decision tables support multiple inputs and outputs.
*The rules Admin can choose the comparator for an attribute and define Default Values whenever necessary.
*“Add Rows” is used to add more rows of business logic to the decision table.
*The final decision table is populated and can be saved to be published later.
*Published tables can be edited by an admin and republished later. The tables are all versioned.
*Decision tables can also be copied / duplicated.
|AgentDeskRequirements=N/A
|RealTimeReporting=N/A
|HistoricalReporting=N/A
|GeneralAssumptions=N/A
|CustomerAssumptions=*Customers provide their own rules schema, including required attributes and value types.
*Customers build their own decision tables to define their business logic.
*Customers manage their own versioning, publishing and governance.
*Monitor system behavior and adjust rule parameters as needed.
|DocVersion=V 1.0.0
}}

File:Rule-Based Decisions.png

2025-11-19T11:23:10Z

Shlandy93:

CE46/Canonocal

2025-11-19T10:50:19Z

Draft:UseCases

2025-10-09T13:42:28Z

Shlandy93:

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Genesys Engage is a legacy platform. This site is no longer maintained and will be decommissioned at a future date.
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Draft:UseCases

2025-10-09T13:41:17Z

Shlandy93:

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Genesys Engage is a legacy platform. This site is no longer maintained and will be decommissioned at a future date.
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CE49/Canonical

2025-03-13T09:54:39Z

Shlandy93:

{{SMART Meta
|ID=CE49
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Social Listening
|Subtitle=Seamlessly integrate social media customer care into the all-in-one Genesys Cloud platform, enabling you to monitor, analyze, and engage with customers across social channels.
}}
{{SMART Canonical
|PlatformChallenge=Today's customers expect seamless, omnichannel experiences—including on social media. They voice their opinions, seek support, and engage with brands across platforms like Twitter, Facebook, Instagram, and LinkedIn. However, many CCaaS providers struggle to integrate social interactions into their customer experience (CX) strategy, leading to missed opportunities, reputation risks, and customer dissatisfaction.

Given below are some of the key challenges

#'''Fragmented Customer Journeys''' – Without social listening, brands lack visibility into customer interactions happening outside traditional channels, making it difficult to provide consistent, personalized support.
#'''Reactive vs. Proactive Engagement''' – Many contact centers rely on customers reaching out with issues rather than proactively identifying sentiment shifts, potential crises, or brand advocacy moments.
#'''Brand Reputation Management''' – Negative feedback can escalate quickly on social media. Without real-time monitoring and response capabilities, brands risk reputational damage.
#'''Lost Revenue Opportunities''' – Customers often express purchase intent, complaints, or competitive comparisons on social media. Without social CX integration, companies miss valuable sales and retention opportunities.
#'''Scalability and Compliance''' – Managing high volumes of social interactions manually is inefficient and poses compliance risks in regulated industries.

To remain competitive, CCaaS providers must offer integrated social listening and engagement capabilities, ensuring that brands can provide proactive, personalized, and efficient customer experiences across every touchpoint—including social media.
|PlatformSolution=Genesys Cloud Social allow companies to monitor and analyze through social listening to engage with customers across social media in real time. These capabilities enable brands to track customer sentiment, proactively address issues, and create seamless customer experiences across social channels. Social listening uses AI-driven sentiment analysis to detect emerging trends, potential crises, and customer intent, ensuring companies stay ahead of customer expectations.

Genesys Cloud Social seamlessly integrates with existing contact center workflows, allowing agents to engage with customers across social platforms—all within a unified interface. Agents can view interactions across voice, chat, email, and social, ensuring personalized and contextual responses.

Genesys Cloud Social also helps protect brand reputation by identifying negative sentiment spikes and enabling rapid responses to prevent issues from escalating. Real-time analytics track engagement trends, campaign performance, and customer feedback, allowing companies to refine their CX strategy continuously. Social interactions can also uncover purchase intent and competitive insights, turning social engagement into revenue opportunities.

By embedding social listening and the ability to engage with social media comments into existing contact center workflows, companies scale customer engagement, improve response times, and deliver proactive, AI-powered support. This results in higher customer satisfaction, reduced operational costs, and increased brand loyalty. It also empowers organizations to leverage insights from social engagements across all orchestrated experiences that touch the Genesys Cloud platform.
|DataSheetImage=MK01_-_outbound_for_marketing_-_header.png
}}

UseCases/Current/GenesysCloud/CE49

2025-03-12T18:15:32Z

Shlandy93: UCC: Published Use Case

{{SMART UseCase
|ID=CE49
|Title=Genesys Social Listening
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Genesys Cloud Social enable real-time engagement, ensuring customers receive fast, personalized responses on their preferred social platforms.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Occupancy
|UCBenefit=AI-powered sentiment analysis detects customer concerns and trends, allowing businesses to address issues before they escalate.
}}{{SMART Benefits
|UCBenefitID=Reduced Customer Churn
|UCBenefit=Real-time monitoring and response capabilities prevent negative sentiment from spreading and damaging brand perception. This reduces customer churn.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Thanks to a variety of routing methodologies, including AI-led Genesys Cloud Predictive Routing, ensures social media interactions are routed to the right agent, reducing the need for multiple touchpoints.
}}{{SMART Benefits
|UCBenefitID=Increased Revenue
|UCBenefit=Social listening identifies customer intent, enabling businesses to capture sales opportunities and drive engagement with potential buyers.
}}{{SMART Benefits
|UCBenefitID=Improved Insights and Visibility
|UCBenefit=Social interactions are unified with other customer service channels, providing agents with a complete view of the customer journey.
}}
|UCOverview=The rise of social media as a key customer engagement channel has transformed how businesses interact with their customers. Customers are no longer limiting their service requests to traditional channels like voice and email; instead, they voice concerns, ask for help, and share feedback on platforms like X/Twitter, Facebook, Instagram, LinkedIn, and Reddit. As a result, organizations must manage an ever-growing volume of social interactions while ensuring a seamless, omnichannel customer experience.

Many companies have implemented AI-powered solutions to improve engagement, yet social interactions often remain disconnected from the broader customer experience strategy. Without integrated social listening with the ability to quickly engage with customers, businesses miss critical opportunities to proactively address concerns, protect their brand reputation, and drive engagement that leads to customer loyalty.

Genesys Cloud Social plays a crucial role in transforming customer engagement by enabling businesses to monitor, analyze, and respond to social interactions in real time. AI-powered social listening detects sentiment shifts, identifies emerging trends, and uncovers valuable insights from customer conversations. At the same time, Genesys Cloud Social ensures agents can engage with customers across all social platforms from a single interface, providing contextual, seamless support.

Genesys delivers an innovative approach by integrating these social media capabilities into the broader contact center experience. This integration ensures that social interactions are no longer siloed but instead become a key part of a brand’s customer engagement and service strategy.

For contact center agents, the benefits extend beyond engagement. They receive real-time insights and sentiment analysis, helping them prioritize and personalize interactions.

End customers experience a seamless, proactive, and responsive service experience. Whether they reach out via social media or other digital channels, AI-powered Social CX ensures their concerns are addressed promptly. Instead of waiting on hold or navigating fragmented support channels, customers receive immediate responses, personalized engagement, and issue resolution in the channel of their choice.

Moreover, when a social interaction is completed, the system automatically logs and categorizes the conversation, ensuring valuable insights are captured for future analysis. These insights empower businesses to measure social engagement effectiveness, refine their strategies, and continuously improve the customer experience.

By integrating social listening and the ability for agents to directly engage with relevant customer comments, businesses can scale engagement, drive brand loyalty, and transform social interactions into powerful opportunities for customer service, reputation management, and revenue growth.
|UCSummary=Genesys Cloud Social enables businesses to monitor, analyze, and engage with customers on social media in real time. AI-powered sentiment analysis detects trends and customer intent, allowing proactive engagement and reputation management.

The solution integrates social media interactions seamlessly with other channels, providing agents with context-rich interactions and AI-driven automation for quick responses and smart routing. Businesses can improve customer satisfaction, reduce agent workload, and unlock revenue opportunities through social engagement.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=506a9cb8-5728-48c9-a96d-fa79bf2f00a8
|BusinessFlowDescription=#An inbound message is received from one of the social channels.
#The message data is ingested based on the data ingestion rules to ensure that it is relevant.
#The message is processed through Social Escalation rules to ensure that Agent intervention is required.
#If Agent intervention is required, the agent picks up the conversation with full context and history provided.
#The agent provides a response and sends it back to the customer via the appropriate social channel.
#The response is received by the customer and the conversation can be continued or ended if there are more questions.
}}
|BusinessLogic=The business logic of the process behind Genesys Cloud Social can be broken down into the following steps:

'''Inbound Social Message'''

#Customers post messages, comments, or queries on public social media platforms such as '''X (Twitter), Facebook (FB), and Instagram (IG)'''.
#These messages could be general inquiries, complaints, feedback, or engagement with the brand.
#These messages could be public or private messages

'''Data Ingestion'''

#The system '''ingests social media data''' based on '''Data Ingestion Rules''' that are created by the users
#These rules determine which messages are captured, filtering out noise and focusing on relevant customer interactions.

'''Social Escalation'''

#Once the data is ingested, it is processed through '''Social Escalation Rules''' to determine whether it needs agent intervention.
#Escalation criteria could include '''sentiment detection, specific keywords'''
#If escalation is required, the message is routed to an agent.

'''Agent Engagement'''

#Escalated messages require agent intervention and agents can pick them up for responses via the '''Agent Desktop'''.
#The agent receives the conversation with full context and history, enabling them to provide a '''personalized, informed response'''.

'''Agent Response'''

#The agent crafts a response and sends it back through the appropriate social channel.
#Responses can be manual, or templated based (canned responses) on the nature of the inquiry.

'''Outbound Message to Social Channels'''

#The response is sent back to the customer on the original social media platform (X, Facebook, Instagram, or others).
#This ensures a seamless, real-time interaction between the brand and the customer.
|AgentDeskRequirements=The Social Listening Performance view page is the central location for viewing more information about social listening performance data. The data is automatically populated based on the queries created by the admins. This page provides a visual representation of the social listening performance data in the following categories:

* '''Mentions Over Time Breakdown by Topic –''' Displays the topic-wise social statistics for brand mentions and the keywords added in the Data ingestions rule over a specific period. By default, the data is displayed as a line chart. You can change the chart type to a pie chart and see the standard deviation.

* '''Unique Users by Topic –''' Displays the number of unique users over a specific period based on the topic. By default, the data is displayed as a line chart. You can change the chart type to a pie or bar chart and see the standard deviation.

* '''Net Sentiment Over Time –''' Displays the net sentiment percentage data over a specific period based on the topic. By default, the data is displayed as a line chart. You can see the standard deviation. The net sentiment is calculated by: ((Total Positive Posts – Total negative posts) / (Total Positive + Total Negative + Total Neutral posts)) * 100

* '''Sentiment Breakdown by Topic –''' Displays the topic-wise sentiment data such as Positive, Negative, Neutral, and Unknown. By default, the data is displayed as a bar chart.

* '''Sentiment Breakdown by Platform –''' Displays the platform-wise sentiment data percentage. By default, the data is displayed as a bar chart.

* '''Mentions Breakdown by Platform –''' Displays the platform-wise social listening data. By default, the data is displayed as a bar chart. You can change the chart type to a pie chart. By default, the data is displayed as a bar chart.

* '''Mentions Breakdown by Topic and Platform –''' Displays the topic-wise and platform-wise social listening data.

* '''Content Type Breakdown by Platform –''' Displays the platform-wise content type data such as Open, X (formerly Twitter), Instagram, and Facebook. By default, the data is displayed as a pie chart.

To see social listening data and metrics, click '''Performance''' > '''Workspace''' > '''Social''' > '''Social Listening Performance'''.

In all the chart types, you can right-click on the respective data point to view the drill-down information of that point along with the filters and the duration.

'''Set a default time zone in the workspace'''

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

# Click '''Performance''' > '''Workspace'''.
# On the left side, from the '''Time zone''' drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To [https://help.mypurecloud.com/?p=168517 save the view] with your filter, click '''Save''' '''View''' .

This view updates automatically except when you use filters from the Filters pane. To see the most current data, click '''Refresh''' .

'''Customize the view'''

To show only certain data, customize the Social Listening Performance view using any combination of filters. For example, you can choose to show only certain filters to see certain types of data. You can also save your filter and column settings as a [https://help.mypurecloud.com/?p=168517 saved view] to switch quickly between different data of interest in the same view.
|RealTimeReporting=N/A
|HistoricalReporting=N/A
|DocVersion=V 1.0.0
|GeneralAssumptions='''Web Messaging'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create a Web Messenger configuration and deployment, then add the deployment snippet to their web pages where their consumers can interact with the business.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":160,"335559991":360}"></span>

'''Mobile Messaging'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers can embed Genesys Mobile Messenger SDK into their native mobile apps to show a Messenger UI capable of asynchronous messaging where consumers can interact with the business, similar to the Web Messenger.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''Facebook Messenger'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create a Facebook Messenger Integration in Genesys Cloud to connecting their Facebook page enabled with Facebook Messenger to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''Instagram'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create an Instagram Integration in Genesys Cloud to connecting their Instagram Account to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''X (Twitter) Direct Message'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create an X Integration in Genesys Cloud to connect their X handle to Genesys Cloud and enable receiving and sending direct messages within Genesys Cloud. <span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Businesses deploy an approved X (Twitter) Direct Message app.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Customers agree to the X/[https://help.twitter.com/en/rules-and-policies/twitter-rules Twitter Rules]and [https://help.twitter.com/en/rules-and-policies/platform-manipulation Spam Policy] as defined by X (Twitter).

'''WhatsApp'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers provision and own the voice or SMS number to be used for their business WhatsApp account. Customers will maintain ownership of the voice or SMS number while their WhatsApp account using that number is active.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create a WhatsApp Integration in Genesys Cloud to connect their WhatsApp number to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''Open Messaging'''

*<span data-contrast="none"></span><span data-contrast="none"></span>Customers create an Open Messaging Integration in Genesys Cloud using an Outbound Notification Webhook to connect to a custom asynchronous messaging channel to Genesys Cloud. This will enable receiving and sending of messages with Genesys Cloud. <span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>

'''Other Assumptions'''

End customers must have a supported application version installed as a mobile or desktop application, where applicable, or be logged into the Messaging channel provider’s website with a supported web browser.

*<span data-contrast="none"></span><span data-contrast="none"></span>Text, Files, Images, Emojis, URL links, and Rich Media are supported (support by channel varies)<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Mobile applications<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Facebook Messenger, X (Twitter), Instagram, and WhatsApp mobile clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Website applications<span data-ccp-props="{"134233117":false,"134233118":false,"335551550":0,"335551620":0,"335557856":16777215,"335559685":1104,"335559737":0,"335559738":0,"335559739":0,"335559991":360}"></span>
*<span data-contrast="none"></span><span data-contrast="none"></span>Facebook Messenger, Instagram, X (Twitter), and WhatsApp web clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.
|CustomerAssumptions=Customers will adhere to all Terms and Conditions of the Social Messaging platforms they choose to configure with Genesys Cloud.

'''Facebook Messenger'''

*Customers must setup up their own business Facebook page with messenger setup to integrate with Genesys Cloud.

'''Instagram'''

*Customers must bring their own Instagram Account for integration.

'''X (Formerly Twitter)'''

*Customers must sign up for their own business handle with X to integrate with Genesys Cloud.

'''WhatsApp'''

*Customers are responsible for setting up their companies Meta Business Manager Account and verifying their business with Meta.

*Customers are responsible for procuring a voice/SMS number to be used by their business for WhatsApp. Customers are responsible for maintaining ownership of the voice/SMS number while their WhatsApp account is active.

'''Open Messaging'''

*Customers are responsible for building any middleware solutions needed between Genesys Cloud Open Messaging and the integrated messaging application.

'''Web & Mobile Messenger'''

*Customers are responsible for deploying either JavaScript snippet to their website, or add Mobile SDK to their mobile app, in order to run both Web and Mobile Messenger.

More information on Genesys Cloud Social and third-party messaging terms and conditions can be fund here: https://help.mypurecloud.com/articles/genesys-cloud-social-and-third-party-messaging-terms-and-conditions/
}}

CE49/Canonical

2025-03-12T18:14:14Z

Shlandy93: Created page with "{{SMART Meta |ID=CE49 |SolutionCategory=CE |Solution=Digital |Title=Genesys Social Listening |Subtitle=Monitor and analyze through social listening to engage with customers ac..."

{{SMART Meta
|ID=CE49
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Social Listening
|Subtitle=Monitor and analyze through social listening to engage with customers across social media in real time.
}}
{{SMART Canonical
|PlatformChallenge=Today's customers expect seamless, omnichannel experiences—including on social media. They voice their opinions, seek support, and engage with brands across platforms like Twitter, Facebook, Instagram, and LinkedIn. However, many CCaaS providers struggle to integrate social interactions into their customer experience (CX) strategy, leading to missed opportunities, reputation risks, and customer dissatisfaction.

Given below are some of the key challenges

#'''Fragmented Customer Journeys''' – Without social listening, brands lack visibility into customer interactions happening outside traditional channels, making it difficult to provide consistent, personalized support.
#'''Reactive vs. Proactive Engagement''' – Many contact centers rely on customers reaching out with issues rather than proactively identifying sentiment shifts, potential crises, or brand advocacy moments.
#'''Brand Reputation Management''' – Negative feedback can escalate quickly on social media. Without real-time monitoring and response capabilities, brands risk reputational damage.
#'''Lost Revenue Opportunities''' – Customers often express purchase intent, complaints, or competitive comparisons on social media. Without social CX integration, companies miss valuable sales and retention opportunities.
#'''Scalability and Compliance''' – Managing high volumes of social interactions manually is inefficient and poses compliance risks in regulated industries.

To remain competitive, CCaaS providers must offer integrated social listening and engagement capabilities, ensuring that brands can provide proactive, personalized, and efficient customer experiences across every touchpoint—including social media.
|PlatformSolution=Genesys Cloud Social allow companies to monitor and analyze through social listening to engage with customers across social media in real time. These capabilities enable brands to track customer sentiment, proactively address issues, and create seamless customer experiences across social channels. Social listening uses AI-driven sentiment analysis to detect emerging trends, potential crises, and customer intent, ensuring companies stay ahead of customer expectations.

Genesys Cloud Social seamlessly integrates with existing contact center workflows, allowing agents to engage with customers across social platforms—all within a unified interface. Agents can view interactions across voice, chat, email, and social, ensuring personalized and contextual responses.

Genesys Cloud Social also helps protect brand reputation by identifying negative sentiment spikes and enabling rapid responses to prevent issues from escalating. Real-time analytics track engagement trends, campaign performance, and customer feedback, allowing companies to refine their CX strategy continuously. Social interactions can also uncover purchase intent and competitive insights, turning social engagement into revenue opportunities.

By embedding social listening and the ability to engage with social media comments into existing contact center workflows, companies scale customer engagement, improve response times, and deliver proactive, AI-powered support. This results in higher customer satisfaction, reduced operational costs, and increased brand loyalty. It also empowers organizations to leverage insights from social engagements across all orchestrated experiences that touch the Genesys Cloud platform.
|DataSheetImage=MK01_-_outbound_for_marketing_-_header.png
}}

UseCases/Current/GenesysCloud/CE48

2025-03-11T16:27:22Z

Shlandy93:

{{SMART UseCase
|ID=CE48
|Title=Unified Experience from Genesys and ServiceNow
|Offering=GenesysCloud
|UCOverview=Unified Experience from Genesys and ServiceNow brings together real-time communications, case management, and customer data into a single orchestrated experience for customers and employees. Using a single orchestration engine from Genesys, work is delivered to the ideal customer experience employee in a unified, channel-less agent workspace. Agent supporting AI surfaces relevant knowledge and next best actions. Customer data, forms, and workflows sit alongside real-time interaction controls. Comprehensive performance data flows into the workforce engagement management capabilities for accurate forecasts, efficient scheduling, and performance management across all workloads.
|UCSummary=Unified Experience from Genesys and ServiceNow is a joint solution based on two established leaders in their respective segments. Genesys Cloud, a leading CRM and platform, and ServiceNow Customer Service Management (CSM). Genesys Cloud routes ServiceNow chats and cases, along with all its native communications channels. It delivers work to agents within the ServiceNow CSM Agent Workspace inbox, complete with embedded interaction controls. Agents access their activity dashboard within the agent home of CSM Agent Workspace to browse their schedule, manage their shifts, review their evaluations, take their learning and development courses, and see how they rank with their peers. The result is an efficient, productive, and engaged customer experience center delivering world-class results.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=0b620051-a12d-468d-8a0d-704d6ef85094
|BusinessFlowDescription=#A customer starts a voice conversation, ServiceNow CSM chat conversation, or ServiceNow CSM case.
#The work is transferred to an ACD queue for routing.
#Genesys Cloud uses the configured routing to find an available agent.
#Unified Experience from Genesys and ServiceNow alerts the assigned agent through ServiceNow CSM Agent Workspace.
#If the agent rejects, they are moved to not-responding and the work is put back to the front of the queue.
#If accepted, the work is presented to the agent in ServiceNow CSM Agent Workspace with appropriate interaction and work controls.
#The agent completes the work by closing the work, transferring the work, or parking the work.
}}
|BusinessLogic=ServiceNow CSM case and chat queues are configured to use external routing, which uses Genesys Cloud APIs to create work routing requests in the Genesys Cloud orchestration engine. Genesys Cloud processes those requests by using attached data to route through a specified queue with the associated priority and skill requirements. The queue uses its chosen routing algorithm to identify a qualified agent, using a ServiceNow API to assign the work through CSM Agent Workspace.

Agents use CSM Agent Workspace to set their presence. This invokes a Genesys Cloud API to synchronize the user’s presence between the systems. When work is delivered, it arrives in their CSM Agent Workspace inbox. Upon accepting, ServiceNow invokes a Genesys Cloud API to accept the work. Interaction controls including hold, mute (for voice), transfer, disconnect, and others are accessed in CSM Agent Workspace, which keeps Genesys Cloud synchronized through its APIs.
|DistributionLogic=N/A
|AgentDeskRequirements=Unified Experience includes native controls for managing user presence, accepting and rejecting assigned work, and handling voice and digital interactions. It includes embedded components for WEM agent activity dashboard, agent copilot, and others. It is part of the ServiceNow CSM Agent Workspace, with all its rich customer data, process, and workflow tools.
|RealTimeReporting=N/A
|HistoricalReporting=N/A
|DocVersion=V 1.0.0
|GeneralAssumptions=It is assumed that users are licensed with the appropriate GC1, 2, or 3 tier for the interaction types and WEM features they require. It is also assumed that users are appropriately licensed and configured to access ServiceNow CSM Agent Workspace to use its capabilities.
|CustomerAssumptions=Deploy ServiceNow Customer Service Management products on the Now Platform. Run the Now Platform Yokohama version. Install the Unified Experience from Genesys and ServiceNow store application.
}}

UseCases/Current/GenesysCloud/CE48

2025-03-11T16:26:54Z

Shlandy93:

{{SMART UseCase
|ID=CE48
|Title=Unified Experience from Genesys and ServiceNow
|Offering=GenesysCloud
|DataSheetImage=Pexels-450277-employees-laptops.png
|UCOverview=Unified Experience from Genesys and ServiceNow brings together real-time communications, case management, and customer data into a single orchestrated experience for customers and employees. Using a single orchestration engine from Genesys, work is delivered to the ideal customer experience employee in a unified, channel-less agent workspace. Agent supporting AI surfaces relevant knowledge and next best actions. Customer data, forms, and workflows sit alongside real-time interaction controls. Comprehensive performance data flows into the workforce engagement management capabilities for accurate forecasts, efficient scheduling, and performance management across all workloads.
|UCSummary=Unified Experience from Genesys and ServiceNow is a joint solution based on two established leaders in their respective segments. Genesys Cloud, a leading CRM and platform, and ServiceNow Customer Service Management (CSM). Genesys Cloud routes ServiceNow chats and cases, along with all its native communications channels. It delivers work to agents within the ServiceNow CSM Agent Workspace inbox, complete with embedded interaction controls. Agents access their activity dashboard within the agent home of CSM Agent Workspace to browse their schedule, manage their shifts, review their evaluations, take their learning and development courses, and see how they rank with their peers. The result is an efficient, productive, and engaged customer experience center delivering world-class results.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=0b620051-a12d-468d-8a0d-704d6ef85094
|BusinessFlowDescription=#A customer starts a voice conversation, ServiceNow CSM chat conversation, or ServiceNow CSM case.
#The work is transferred to an ACD queue for routing.
#Genesys Cloud uses the configured routing to find an available agent.
#Unified Experience from Genesys and ServiceNow alerts the assigned agent through ServiceNow CSM Agent Workspace.
#If the agent rejects, they are moved to not-responding and the work is put back to the front of the queue.
#If accepted, the work is presented to the agent in ServiceNow CSM Agent Workspace with appropriate interaction and work controls.
#The agent completes the work by closing the work, transferring the work, or parking the work.
}}
|BusinessLogic=ServiceNow CSM case and chat queues are configured to use external routing, which uses Genesys Cloud APIs to create work routing requests in the Genesys Cloud orchestration engine. Genesys Cloud processes those requests by using attached data to route through a specified queue with the associated priority and skill requirements. The queue uses its chosen routing algorithm to identify a qualified agent, using a ServiceNow API to assign the work through CSM Agent Workspace.

Agents use CSM Agent Workspace to set their presence. This invokes a Genesys Cloud API to synchronize the user’s presence between the systems. When work is delivered, it arrives in their CSM Agent Workspace inbox. Upon accepting, ServiceNow invokes a Genesys Cloud API to accept the work. Interaction controls including hold, mute (for voice), transfer, disconnect, and others are accessed in CSM Agent Workspace, which keeps Genesys Cloud synchronized through its APIs.
|DistributionLogic=N/A
|AgentDeskRequirements=Unified Experience includes native controls for managing user presence, accepting and rejecting assigned work, and handling voice and digital interactions. It includes embedded components for WEM agent activity dashboard, agent copilot, and others. It is part of the ServiceNow CSM Agent Workspace, with all its rich customer data, process, and workflow tools.
|RealTimeReporting=N/A
|HistoricalReporting=N/A
|DocVersion=V 1.0.0
|GeneralAssumptions=It is assumed that users are licensed with the appropriate GC1, 2, or 3 tier for the interaction types and WEM features they require. It is also assumed that users are appropriately licensed and configured to access ServiceNow CSM Agent Workspace to use its capabilities.
|CustomerAssumptions=Deploy ServiceNow Customer Service Management products on the Now Platform. Run the Now Platform Yokohama version. Install the Unified Experience from Genesys and ServiceNow store application.
}}

UseCases/Current/GenesysCloud/CE48

2025-03-11T16:22:30Z

Shlandy93:

UseCases/Current/GenesysCloud/CE48

2025-03-11T16:21:32Z

Shlandy93:

{{SMART UseCase
|ID=CE48
|Title=Unified Experience from Genesys and ServiceNow
|Offering=GenesysCloud
|UCOverview=Unified Experience from Genesys and ServiceNow brings together real-time communications, case management, and customer data into a single orchestrated experience for customers and employees. Using a single orchestration engine from Genesys, work is delivered to the ideal customer experience employee in a unified, channel-less agent workspace. Agent supporting AI surfaces relevant knowledge and next best actions. Customer data, forms, and workflows sit alongside real-time interaction controls. Comprehensive performance data flows into the workforce engagement management capabilities for accurate forecasts, efficient scheduling, and performance management across all workloads.
|UCSummary=Unified Experience from Genesys and ServiceNow is a joint solution based on two established leaders in their respective segments. Genesys Cloud, a leading CRM and platform, and ServiceNow Customer Service Management (CSM). Genesys Cloud routes ServiceNow chats and cases, along with all its native communications channels. It delivers work to agents within the ServiceNow CSM Agent Workspace inbox, complete with embedded interaction controls. Agents access their activity dashboard within the agent home of CSM Agent Workspace to browse their schedule, manage their shifts, review their evaluations, take their learning and development courses, and see how they rank with their peers. The result is an efficient, productive, and engaged customer experience center delivering world-class results.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=Pexels-450277-employees-laptops.png
|BusinessFlowDescription=#A customer starts a voice conversation, ServiceNow CSM chat conversation, or ServiceNow CSM case.
#The work is transferred to an ACD queue for routing.
#Genesys Cloud uses the configured routing to find an available agent.
#Unified Experience from Genesys and ServiceNow alerts the assigned agent through ServiceNow CSM Agent Workspace.
#If the agent rejects, they are moved to not-responding and the work is put back to the front of the queue.
#If accepted, the work is presented to the agent in ServiceNow CSM Agent Workspace with appropriate interaction and work controls.
#The agent completes the work by closing the work, transferring the work, or parking the work.
}}
|BusinessLogic=ServiceNow CSM case and chat queues are configured to use external routing, which uses Genesys Cloud APIs to create work routing requests in the Genesys Cloud orchestration engine. Genesys Cloud processes those requests by using attached data to route through a specified queue with the associated priority and skill requirements. The queue uses its chosen routing algorithm to identify a qualified agent, using a ServiceNow API to assign the work through CSM Agent Workspace.

Agents use CSM Agent Workspace to set their presence. This invokes a Genesys Cloud API to synchronize the user’s presence between the systems. When work is delivered, it arrives in their CSM Agent Workspace inbox. Upon accepting, ServiceNow invokes a Genesys Cloud API to accept the work. Interaction controls including hold, mute (for voice), transfer, disconnect, and others are accessed in CSM Agent Workspace, which keeps Genesys Cloud synchronized through its APIs.
|DistributionLogic=N/A
|AgentDeskRequirements=Unified Experience includes native controls for managing user presence, accepting and rejecting assigned work, and handling voice and digital interactions. It includes embedded components for WEM agent activity dashboard, agent copilot, and others. It is part of the ServiceNow CSM Agent Workspace, with all its rich customer data, process, and workflow tools.
|RealTimeReporting=N/A
|HistoricalReporting=N/A
|DocVersion=V 1.0.0
|GeneralAssumptions=It is assumed that users are licensed with the appropriate GC1, 2, or 3 tier for the interaction types and WEM features they require. It is also assumed that users are appropriately licensed and configured to access ServiceNow CSM Agent Workspace to use its capabilities.
|CustomerAssumptions=Deploy ServiceNow Customer Service Management products on the Now Platform. Run the Now Platform Yokohama version. Install the Unified Experience from Genesys and ServiceNow store application.
}}

File:Pexels-450277-employees-laptops.png

2025-03-11T16:14:04Z

Shlandy93:

CE48/Canonical

2025-03-11T16:12:59Z

Shlandy93: Created page with "{{SMART Meta |ID=CE48 |SolutionCategory=CE |Solution=Digital |Title=Unified Experience from Genesys and ServiceNow |Subtitle=Manage real-time communications and process custom..."

{{SMART Meta
|ID=CE48
|SolutionCategory=CE
|Solution=Digital
|Title=Unified Experience from Genesys and ServiceNow
|Subtitle=Manage real-time communications and process customer data on a single solution with a unified agent workspace
}}
{{SMART Canonical
|DataSheetImage=Pexels-450277-employees-laptops.png
|PlatformChallenge=Customer experience employees need information and controls to manage real-time communications. They also need to review and process customer data, use business processes, and invoke workflows to service customers. These tools are often in separate systems, forcing workers to split their attention between multiple desktop applications and copy and paste data between them. This is a frustrating and error-prone situation for employees resulting in disappointing experiences for customers.
|PlatformSolution=A single solution with a unified agent workspace to handle communications and process customer data is the answer. Such a solution avoids overloading staff or forcing them to serve only one type of work at a time. It eliminates the frustration and errors from using multiple desktops for one task. It brings context and customer data into a single UI to streamline processes, creating an overall more efficient agent experience.
}}

UseCases/Current/GenesysCloud/CE48

2025-03-11T16:11:59Z

Shlandy93: UCC: Published Use Case

UseCases/Current/GenesysCloud/CE34

2024-12-13T18:35:52Z

Shlandy93: UCC: Updated out of date sections

{{SMART UseCase
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Ensure each consumer is matched with the most suitable agent by utilizing various routing options, such as skills-based routing or AI-driven Genesys Cloud Predictive Routing.
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Match the consumer with an appropriately skilled agent. Provide continuity in asynchronous conversations by enabling consumers to make contact when convenient throughout the day, week, or buying or service journey. Make it convenient for consumers by using familiar and convenient messaging solutions
}}{{SMART Benefits
|UCBenefitID=Reduced Administration Costs
|UCBenefit=Reduce costs by granting agents the ability to manage multiple messaging conversations simultaneously and blend messaging conversations with other media types (email, SMS and voice) in the same agent desktop.
}}
|UCOverview=<span></span>In today’s digital world, telephone calls are not always the best or desired way to communicate with businesses. Telephone calls are not visual, and they require synchronous live interaction. Consumers want a simple, convenient method of communication through the channel of their choice and according to their own schedule. They want to use channels they are familiar with and that they use in their everyday lives. Third-party messaging applications are a popular communication option that consumers have come to expect as a way to interact with companies.

Genesys messaging enables two-way conversations between consumers and businesses on familiar digital channels and across mobile devices. Genesys messaging provides a feature-rich, flexible, and convenient method of answering questions and solving problems all through a single messaging conversation. The long-lived, asynchronous nature of the conversation means that consumers and contact center agents can return to the conversation at any time with a full history.

This use case enables businesses to handle messaging conversations with channels like Genesys Cloud Web Messaging, Facebook Messenger, Instagram, X (Twitter) Direct Message, and WhatsApp in their Genesys contact center environment. Additional messaging channels can be integrated with Genesys Cloud through the Open Messaging API.

To increase successful self-service interactions, a bot used over these messaging channels can automate the conversation with the customer. A bot can transfer the interaction to a contact center agent seamlessly if needed. When companies enable supported Genesys Messaging customer service channels within their Genesys environment, benefits can include:

* Improved first contact resolution and reduced handle time by matching every consumer with the agent best equipped to respond through skills-based routing

* Improved NPS by carrying context across channels and matching the consumer with an appropriately skilled agent, similar to how all Genesys channels are managed

* Reduced costs by granting agents the ability to manage multiple messaging conversations simultaneously and blend messaging conversations with other media types in the same agent desktop

* Continuity in asynchronous conversations, enabling consumers to make contact when convenient throughout the day or week

* Workforce management and reporting integrated with the rest of the contact center

* Improved brand perception by offering channels that end customers want to use to interact with businesses

* More engaging experiences with file transfers, images, and rich media such as quick replies, cards, carousels and more.

* Convenience for consumers by offering a familiar messaging solution as opposed to a separate chat window

* Reduced cost by lowering handling time on complex issues through using co-browse functionality (available with Genesys Cloud Web Messaging)
|UCSummary=A consumer can start a conversation with a business directly in messaging platforms such as Facebook Messenger, Instagram, X (Twitter) Direct Message, and WhatsApp. Additional messaging channels can be integrated with Genesys Cloud through the Open Messaging API. To start a conversation a consumer can receive offers that include messaging apps, links, or account names and phone numbers in customer mobile apps, websites, and promotional materials. Genesys Cloud Web Messaging works similarly, with the consumer engaging the business directly through their website or mobile app where Messenger is deployed. These conversations route to a company’s contact center through the Genesys Messaging service. A bot can automate the conversation and transition to a contact center agent if needed or the conversation can route directly to a contact center agent to provide human assistance. These engagements are persistent and long-lived (asynchronous). During the conversation bots can present rich media elements to enrich the conversation and gather information and preferences. The conversation can be further enriched with images, files, URL links, emojis, and embeds such as video content. This feature makes it convenient for the consumer to resolve an issue, receive an answer to a question, or complete a transaction (such capabilities vary by channel).
|Description=* For WhatsApp, make sure a brand is approved and on-boarded. Please contact Genesys Cloud CX Product Management or consult Genie for details. Make sure to follow on-boarding for PoC, Trial, Test, Dev and Production accounts.
* WhatsApp limitations relate to their messaging capabilities. They are not on Genesys (see table below).<br />
{{{!}} class="wikitable"
{{!}}-
{{!}}{{!}}'''Capability'''
{{!}}{{!}}'''Facebook Messenger'''
{{!}}{{!}}'''Twitter Direct Message'''
{{!}}{{!}}'''LINE'''
{{!}}{{!}}'''WhatsApp'''
{{!}}-
{{!}}{{!}}Text
{{!}}{{!}}Supported
{{!}}{{!}}Supported
{{!}}{{!}}Supported
{{!}}{{!}}Supported
{{!}}-
{{!}}{{!}}Images
{{!}}{{!}}Supported
{{!}}{{!}}Supported<sup>1</sup>
{{!}}{{!}}Supported<sup>2</sup>
{{!}}{{!}}Supported<sup>3</sup>
{{!}}-
{{!}}{{!}}Emojis
{{!}}{{!}}Supported<br />
{{!}}{{!}}Supported<br />
{{!}}{{!}}Supported
{{!}}{{!}}Supported
{{!}}-
{{!}}{{!}}URL Links
{{!}}{{!}}Supported<br />
{{!}}{{!}}Supported<br />
{{!}}{{!}}Supported
{{!}}{{!}}Supported
{{!}}-
{{!}}{{!}}Stickers
{{!}}{{!}}Supported (inbound)
{{!}}{{!}}Not supported<br />
{{!}}{{!}}Supported
{{!}}{{!}}Not supported
{{!}}-
{{!}}{{!}}Inbound file attachments
{{!}}{{!}}Supported<sup>4</sup>
{{!}}{{!}}Not supported
{{!}}{{!}}Not supported<br />
{{!}}{{!}}Supported<sup>4</sup>
{{!}}-
{{!}}{{!}}Template Messages
{{!}}{{!}}Not supported
{{!}}{{!}}Not supported
{{!}}{{!}}Not supported
{{!}}{{!}}Expected Q3/Q4 2019
{{!}}}
1. Inbound: Supports .png and .jpg; converts .gifs to .mp4 and removes them from the Agent view but can access via API. Outbound: Supports .png, .jpg, .gif.
2. Inbound: Supports .png, and .jpg; renders .gifs as non-animated .jpg files. Outbound: Supports .png, .jpg, .gif.

3. Inbound: Supports .png and .jpg; converts .gifs to .mp4 and removes them from the Agent view but can access via API. Outbound: Supports .png, and .jpg. Sends .gifs as a URL link.
4. Removes file attachments (for example, .pdf) from the Agent view, but can access via API.
|PainPoints=* Customers will demand and expect messaging channels. If companies do not support it quickly, they can lose out to competitors who offer it
* Difficult to support increasing number of digital channels
* Unable to share context across channels
* Agents are unable to manage conversations across channels in single desktop interface
* Potential for customer frustration and long resolution times
* Cannot manage a complete interaction within single channel
* Voice channel can be inconvenient for consumers
|DesiredState=* Enable feature-rich conversations across messaging channels
* Enable end-to-end encrypted conversation via WhatsApp
* Provide agents with complete contextual customer information
* Allow agents to handle messaging conversations within the same desktop interface and infrastructure as other contact channels without major retraining on new tools
* Enable intelligent bots for automated interactions
* Enable asynchronous conversations that are convenient for the consumer
|MaturityLevel=Differentiated
|SellableItems=Apple Business Chat Messaging App Connector (perpetual or subscription), Workspace, CIM, CIM HA (Optional), Genesys InfoMart (Optional), Genesys InfoMart – HA (Optional)
|CloudAssumptionsAdditional_Sales=* Companies may not proactively reach out to consumers through Messaging Channels; the consumer must initiate the first conversation.
* Companies should check with messaging provider with regards to compliance for their industry.
* For Facebook Messenger
** Before you can configure and test ACD messaging for Facebook Messenger in Genesys Cloud CX, create a Facebook app using Facebook’s developer site. To create your Facebook app, follow the instructions on Facebook’s [https://developers.facebook.com/docs/apps App Development] page.
* For Twitter Direct Message
** Before you can configure ACD messaging for Twitter Direct Message in Genesys Cloud CX, create a Twitter app using Twitter’s developer site. To create a Twitter app, you must have an approved developer account. Twitter has two levels of developer accounts: Premium and Enterprise. Either one works for creating a Twitter Direct Message app. The one you choose depends on your business needs. For more information, see Twitter’s [https://developer.twitter.com/en/apply-for-access.html Apply for Access] page.
* For LINE
** A LINE Messaging App is required. To create a LINE Messaging app, you must have a LINE Developer account. LINE has two different types of developer accounts: Standard and Approved. The type you choose depends on your business needs. For more information about the different LINE accounts, see the [https://www.linebiz.com/ LINE for Business site].
* For WhatsApp
** Before using the WhatsApp Business API, customers must obtain approval from WhatsApp.
** <span>Genesys Cloud CX does not currently support template messages.</span>WhatsApp allows agents to follow-up a conversation with pre-approved template messages (for example, "notifications"). If more than 24 hours elapse since the consumer last contacted the customer, these messages are required and are billed at usage rates defined by WhatsApp.<br />
|PremiseAssumptions=<em>No results</em>
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=Messaging Flow
|BusinessImage=https://www.lucidchart.com/documents/edit/251ea9e5-0984-4e6b-997e-bd43f1e75e10/0
|BusinessFlowDescription=# Company invites the customer to initiate a conversation via messaging e.g. via a custom Click to Action button in their app, on their website, osr in an email or promotional materials.
# The customer clicks the message icon and sends an initial message to begin the conversation.
# The Genesys system checks to see if it is a new or returning customer<span data-ccp-props="{"335557856":16711422,"335559739":0}"> </span>
# (a)For customers who have initiated a conversation previously, the system pulls the conversation history and presents it to the agent.

(b) For brand new interactions, Genesys Web Messaging, Facebook, Instagram and X (Twitter), and WhatsApp pass platform-specific unique IDs

# The Genesys system determines if the message is part of an ongoing conversation by checking if a message from the same user was received within a configured threading timeline window. Ongoing conversations will be routed to the last agent who handled the conversation, if available.
# If the message is not part of an ongoing conversation, conversation may be routed to a Bot, and/or
# When the last agent is not available and for new conversations, The message is processed by a Genesys Cloud CX Architect Flow.<span data-ccp-props="{"335557856":16711422,"335559739":0}"> </span>
# The message is transferred by skills-based ACD to an Agent queue.<span data-ccp-props="{"335557856":16711422,"335559739":0}"> </span>
# When routed to an agent, the customer and agent begin or continue a conversation. Depending on the conversation topic, the agent can send the customer messages including text, emojis, stickers, URLs, images and files.<span data-ccp-props="{"335557856":16711422,"335559739":0}"> </span>
# Customer and agent interact via messaging service<span data-ccp-props="{"335557856":16711422,"335559739":0}"> </span>
# After conversation is complete, the agent dispositions the interaction.

<br />
}}
|BusinessLogic=End users can receive brand-initiated messages if they have opted in

* '''Genesys Cloud Web Messaging'''
** Conversations will be threaded until a maximum period of 72 hours of inactivity is reached. If an agent wraps up an interaction and there is no further activity within the 72-hour period, the conversation session will be terminated and the consumer will see a brand-new session when they revisit the Messenger. This 72-hour threading window can be configured to be less than 72 hours if desired, however the customer’s view of the conversation in Messenger will always be based on the 72 hours of inactivity.

* '''Open Messaging APIs'''
** Open Messaging is a lightweight integration that enables communication with third-party systems and external messaging services, greatly expanding the amount of asynchronous channels you can cover beyond those natively supported by Genesys. Through using Open Messaging, you can harness Genesys Cloud’s asynchronous ACD capabilities to route incoming messages to the appropriate queues and agents. Asynchronous messaging keeps conversations active, allowing customers to continue at their own pace. Furthermore, you can utilize Inbound Message flows in Architect to direct inbound messages to integrations, bots, and queues based on the content of the message.

<br />
|DistributionLogic=With each conversation:

* For new interactions:
** Genesys Cloud Web Messaging, Facebook, X (Twitter), Instagram and WhatsApp pass platform-specific unique IDs.
** For customers who previously initiated a conversation, the system pulls the conversation history and presents it to the agent.

<br />
|AgentDeskRequirements=* History of the threaded conversation is displayed to the agent upon interaction arrival. Agent can scroll back through previous messages on the threaded conversation.

* If enabled the agent can view the end customers journey and interaction history via the journey panel in the UI. This provides the agent with valuable context about the journey the customer has taken and the historical interactions and channel preferences.

* Agent can send rich message elements, such as files, images, emojis or URL links depending on the platform.

* Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital or the Genesys Cloud Digital Upgrade for CX 1 is required for Genesys Cloud Web Messaging, Open Messaging, and third-party messaging channels.

<br />
|RealTimeReporting=Use Genesys Cloud Performance views and dashboards for real-time reporting on Message interactions. Filter by Media Type to view Message analytics reporting on messaging channels. Further filter on message type to see reporting for specific messaging channels.

The [https://help.mypurecloud.com/articles/interactions-view Interactions view] displays current and historical metrics and data about Message interactions for the conversation duration of the message interactions, the queue the message interaction was routed to, the agent that handled the message interaction, the skills required for handling the message interaction, a consult transfer, the total handle time, and the wrap-up code, for a time period. The data in this view and the [https://help.mypurecloud.com/articles/view-interactions-details View an interaction’s details view] can assist you in improving first contact resolution and reducing handle time.

The [https://help.mypurecloud.com/articles/new-agents-performance-summary-view Agents Performance Summary view] displays current and historical metrics and data about agent Message interactions for the number of messages handled, the average number of seconds an agent spent interacting on message interactions, the total amount of time an agent spent handling message interactions, the percent of message interactions transferred, for a period. The data in this view and the [https://help.mypurecloud.com/articles/new-agents-performance-detail-view Agents Performance Detail view] assists you in forecasting Message interactions and scheduling agents.

The [https://help.mypurecloud.com/articles/queues-performance-summary-view Queues Performance Summary view] and the [https://help.mypurecloud.com/articles/queue-performance-detail-view Queues Performance Detail view] display current and past metrics and data for queues that receive Message interactions. A queue configured to receive Message interactions displays the total number of message interactions routed to a queue, the average time a message interaction waited in a queue, the number of message interactions transferred by an agent, and the total time and average time agents spent handling message interactions in the queue, for a time period. The metrics in these views can assist you in balancing and managing agent workload for messaging channels.

View real-time reporting on Message interactions that are in progress and waiting in the [https://help.mypurecloud.com/articles/my-queues-activity-view My Queues Activity view]. The data in this view can help you improve workforce management for messaging.

<br />
|HistoricalReporting=To report on messaging channels in Genesys Cloud Reports, for the Media Type parameter, select Message. Further filter on message type to see reporting for specific messaging channels. The following is an example of running a report for Message interactions.

Run the [https://help.mypurecloud.com/articles/interaction-details-report Interaction Details report] for one or more agents during a specific date and time range. The report includes the Message interactions associated with agents, the queue wait time, the duration of the message interaction, and the wrap-up code. In addition to the interaction details, this report assists you in understanding the amount of time agents are spending on Message interactions.
|DocVersion=2.0.2
|GeneralAssumptions='''Web Messaging'''
* Customers create a Web Messenger configuration and deployment, then add the deployment snippet to their web pages where their consumers can interact with the business.

'''Mobile Messaging'''

* Customers can embed Genesys Mobile Messenger SDK into their native mobile apps to show a Messenger UI capable of asynchronous messaging where consumers can interact with the business, similar to the Web Messenger.

'''Facebook Messenger'''

* Customers create a Facebook Messenger Integration in Genesys Cloud to connecting their Facebook page enabled with Facebook Messenger to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.

'''Instagram'''

* Customers create an Instagram Integration in Genesys Cloud to connecting their Instagram Account to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.

'''X (Twitter) Direct Message'''

* Customers create an X Integration in Genesys Cloud to connect their X handle to Genesys Cloud and enable receiving and sending direct messages within Genesys Cloud.

* Businesses deploy an approved X (Twitter) Direct Message app.

* Customers agree to the X/[https://help.twitter.com/en/rules-and-policies/twitter-rules Twitter Rules] and [https://help.twitter.com/en/rules-and-policies/platform-manipulation Spam Policy] as defined by X (Twitter).

'''WhatsApp'''

* Customers provision and own the voice or SMS number to be used for their business WhatsApp account. Customers will maintain ownership of the voice or SMS number while their WhatsApp account using that number is active.

* Customers create a WhatsApp Integration in Genesys Cloud to connect their WhatsApp number to Genesys Cloud and enable receiving and sending of direct messages within Genesys Cloud.

'''Open Messaging'''

* Customers create an Open Messaging Integration in Genesys Cloud using a Outbound Notification Webhook to connect to a custom asynchronous messaging channel to Genesys Cloud. This will enable receiving and sending of messages with Genesys Cloud.

'''Other Assumptions'''

End customers must have a supported application version installed as a mobile or desktop application, where applicable, or be logged into the Messaging channel provider’s website with a supported web browser.

* Text, Files, Images, Emojis, URL links, and Rich Media are supported (support by channel varies)

* Mobile applications

* Facebook Messenger, X (Twitter), Instagram, and WhatsApp mobile clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.

* Website applications

* Facebook Messenger, Instagram, X (Twitter), and WhatsApp web clients are compatible with Genesys Messaging for Genesys Cloud CX, where required platform messaging apps have been approved, configured, and deployed according to the provider’s guidelines.

<br />
|CustomerAssumptions=Customers will adhere to all Terms and Conditions of the Social Messaging platforms they choose to configure with Genesys Cloud.

'''Facebook Messenger'''

* Customers must setup up their own business Facebook page with messenger setup to integrate with Genesys Cloud.

'''Instagram'''

* Customers must bring their own Instagram Account for integration.

'''X (Twitter)'''

* Customers must signup for their own business handle with X to integrate with Genesys Cloud.

'''WhatsApp'''

* Customers are responsible for setting up their companies Meta Business Manager Account and verifying their business with Meta.

* Customers are responsible for procuring a voice/SMS number to be used by their business for WhatsApp. Customers are responsible for maintaining ownership of the voice/SMS number while their WhatsApp account is active.

'''Open Messaging'''

* Customers are responsible for building any middleware solutions needed between Genesys Cloud Open Messaging and the integrated messaging application.

'''Web & Mobile Messenger'''

* Customers are responsible for deploying either JavaScript snippet to their website, or add Mobile SDK to their mobile app, in order to run both Web and Mobile Messenger.

<br />
|Video=402727717
|RelatedDocs={{TSSection}}
}}

CE47/Canonical

2024-12-12T16:22:24Z

Shlandy93: Created page with "{{SMART Meta |ID=CE47 |SolutionCategory=CE |Solution=Digital |Title=Genesys Virtual Agent }} {{SMART Canonical |PlatformChallenge=Contact centers are growing volume at a rapid..."

{{SMART Meta
|ID=CE47
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Virtual Agent
}}
{{SMART Canonical
|PlatformChallenge=Contact centers are growing volume at a rapid pace. Hiring Agents to balance that volume is expensive and not quick enough. Contact Centers are looking to provide Agent like experiences to consumers quickly and efficiently. As consumer preference and increasingly advanced self-service options move “easy” questions out of the contact center, agents are left with complex issues to solve, for customers who have expectations that are higher than ever before. This can lead to increased interaction transfers. Virtual Agents are here to help! Using the power of Generative AI and Large Language Models (LLMs). They can mimic a more natural conversation, like an agent, and can work though complex issues that might arise.
|PlatformSolution=Virtual Agent allows our customers to autonomously begin, and complete conversations in real time. The VA will use LLMs to understand what the customer wants to accomplish, walk them through a task following a business process, or surface the appropriate knowledge articles to get the job done. Virtual Agents can be deployed onto both voice and digital channels, all built in a no-code editor within Genesys Architect. Virtual Agents can be trained from existing customer transcripts through the Intent Miner tool to get started more quickly. After a VA completes a conversation, it will use Generative AI to perform the same after call work activities like writing a summary, tagging a wrap code, and providing next steps. AI-led self-service empowers companies to scale their customer interactions while improving the experience. This in turn improves first contact resolution rates and reduces transfers.
}}

UseCases/Current/GenesysCloud/CE47

2024-12-12T16:21:22Z

Shlandy93: Created page with "{{SMART UseCase |ID=CE47 |Title=Genesys Virtual Agent |Offering=GenesysCloud |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved Customer Experience |UCBenefit=Virtual Agen..."

{{SMART UseCase
|ID=CE47
|Title=Genesys Virtual Agent
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Virtual Agent can handle more complex business inquiries and resolve customer queries quicker.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Reduce repeat callers through accurate resolution the first time
}}{{SMART Benefits
|UCBenefitID=Reduced Transfers
|UCBenefit=More accurately identify customer intent, routing to the right queue
}}{{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Customer queries are resolved in less time as Virtual Agent uses LLMs to provide highly accurate information to resolve them as quickly as possible.
}}
|UCOverview=The rise of digital and voice channels has led to heightened customer expectations and a significant increase in the volume of interactions that companies must manage when servicing their customers. As organizations increasingly embrace Artificial Intelligence (AI), many are implementing virtual agents to engage with customers. Virtual Agents answer queries and automate various tasks across digital platforms such as websites, mobile apps, social media, SMS, and messaging applications.

Virtual agents play a crucial role in alleviating the pressure on contact center employees while enhancing the overall customer experience and managing costs effectively. Virtual agents operate 24/7, providing immediate assistance answering questions, performing tasks and seamlessly handing over to a human agent whenever necessary.

Genesys’ innovative hybrid approach combines Dialog Engine Bot Flows and advanced Generative AI and LLM technology, delivering an exceptional experience for customers and agents.This hybrid approach provides the trust and transparency in a more traditional flow based experience, while making the conversation more flexible and dynamic through the use of LLMs.

 For customer service agents, the benefits are equally impressive. They receive concise summaries of conversations handled by virtual agents, allowing them to quickly grasp the context and address customer needs with speed and accuracy. Similar LLMs and Generative AI are found in Agent Copilot, to help make agents more efficient.

End customers will experience a new level of service as our virtual agents respond in a natural, conversational manner. When they have questions, they won’t have to search through lengthy articles; instead, answers are highlighted or generated to their specific question. Whether interacting through digital channels or voice, our virtual agents understand customer needs and capture essential information to complete tasks seamlessly.

Moreover, when a virtual agent successfully concludes a conversation, it wraps up just like a human agent would, writing a summary, and assigning a wrap-up code that provides valuable insights into performance. This allows stakeholders to easily measure effectiveness and continuously improve customer service.
|UCSummary=Genesys Virtual Agents use LLMs to help customers find the information they are looking for to resolve their queries quickly and with high accuracy. Virtual Agents can understand the customers intent and provide quick and accurate responses. They have the ability to summarize an answer from a single article so that they can address the customers question directly, rather than giving a verbose response that customer must read. Virtual Agents provide more human level contextual understanding than other bots as well as having the ability to hold complete conversations, store the history and provide automatic wrap-up codes.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=1cb679f6-96ff-4904-924e-6e75a57958da
|BusinessFlowDescription=#An interaction is initiated (reactive or proactive) across a supported channel.
#The customer receives a standard welcome message from the VA.
#Customer information and/or context is retrieved from:<span data-ccp-props="{"335557856":16777215,"335559685":720,"335559739":0}"></span>
#*Customer profile information in External Contacts
#*API call to third-party data source

#The customer receives a personalized message or is handed over to an agent. Examples include:<span data-ccp-props="{"335557856":16777215,"335559685":720,"335559739":0}"></span>
#*Custom message or update: “Your next order is due to arrive on Thursday before 12.
#*Personalized welcome message: “Hello Shane, welcome to Genesys Cloud. How can I help you?”
#*Customer is handed over directly to an agent because they owe an outstanding balance.

#Assuming the customer has moved on from the Personalization stage, the conversation continues with the VA, which asks an open-ended question like: “How may I help you?” to determine intent and capture the customer’s '''[BL1]'''<span data-ccp-props="{"335557856":16777215,"335559685":720,"335559739":0}"></span>
#*If intent and slots are returned, the conversation moves to the correct point in the interaction flow, for example;

#<span data-contrast="none">An interaction is initiated (reactive or proactive) across a supported channel.</span>“I see you want to book an appointment for Friday, what time?”<span data-ccp-props="{"335557856":16777215,"335559739":0}"> </span>
#*The VA continues to follow the steps in the task to complete the interaction by:
#*Collecting additional information, using LLMs to understand a variety of responses
#*Display a knowledge article specific to the task at hand
#*Interact with a back end system via a Data Action

#Display an article from the knowledge base and:<span data-ccp-props="{"335557856":16777215,"335559685":1440,"335559739":0}"></span>
#*Highlight the relevant text in the article to answer the user’s question
#*Generate a personalized response using a RAG (Retrieval Augmented Generation) model
#*Handoff to live agent

#Upon completion of a task, the VA asks if there are any follow ups, by asking something like: “Is there anything else I can help you with?”<span data-ccp-props="{"335557856":16777215,"335559685":720,"335559739":0}"></span>
#*If the customer responds “yes,” they return to Step 5: “How may I help you?”
#*If the customer responds “no,” then the conversation returns to the interaction flow
#*If the customer responds with a more advanced answer, then determine intent and entities for further processing.

#Customer information and/or context is retrieved to determine whether to offer a survey.'''[BL2]'''<span data-ccp-props="{"335557856":16777215,"335559685":720,"335559739":0}"></span>
#*If a survey is offered, the interactions is sent to a chatbot.
#*If no survey is offered, the interaction flow shows a goodbye message and ends

#The survey is executed. The survey questions are configurable by the customer on a business-as-usual basis in the chatbot and therefore no dialog flow is defined here.<span data-ccp-props="{"335557856":16777215,"335559685":720,"335559739":0}"></span>
#The interaction flow presents a goodbye message and ends the chat<span data-ccp-props="{"335557856":16777215,"335559685":720,"335559739":0}"></span>
#The VA writes a summary of what occurred, tags any wrap up codes using a Large Language Model, and either transfers to an agent to continue assisting the conversation, or closes the interaction.
}}
|BusinessLogic='''NLU:'''

*Intents: The goal of the interaction. For example, a “book flight” intent returned by the NLU will direct a user to the related task and walk them through the process.

*Slots: Additional pieces of key information required to complete a task or answer a question. For example “Book a flight to Paris” would extract the slot for “Destination” with the key word of Paris. Slots can be filled in the initial request or throughout the flow when needed.

'''LLM:'''

*Large Language Model: LLMs are trained by simply providing a description of what needs to be done. For example, a “book flight” intent would have a description of something like “a user is requesting to book a flight with the airline” and no matter how a user might ask for this, the LLM will identify which intent they are requesting

*LLMs are also used to extract slots. Again, simply give a description like “The city the user wants to fly to” and using its pre-existing knowledge of the world, the LLM will identify any city the user might request.

*Retrieval Augmented Generation (RAG): Virtual Agents can use RAG models to first Retrieve the correct article from the knowledge base, Augment the query to the LLM using the article, and Generate a personalized response to the users question. RAG models limit the knowledge of the LLM to only the business content provided in the article for increased accuracy and domain knowledge, while still maintaining the highly conversational nature of an LLM.

'''BL1: Agent Handoff:''' The customer can ask to connect to an available agent. At that point, the Virtual Agent disconnects and the chat transcript (excluding sensitive data) appears in the agent desktop. The VA will also send a summary of the conversation so far.

'''BL2: Survey:''' The customer can determine whether to address a survey or not. This survey can be based on:

*Customer profile information in External Contacts

*Customer journey data

*API call to third-party data source
|DistributionLogic=N/A
|AgentDeskRequirements=Chat transcript between customer and Virtual Agent is populated in the chat interaction window in the agent desktop. The summary is surfaced in the interaction panel.
|RealTimeReporting=With Genesys Cloud, you can do flow reporting and use flow outcomes to report on VA and Bot Flow intents.

See the [https://help.mypurecloud.com/articles/flows-performance-summary-view/ Flows Performance Summary view] and use flow outcome statistics to help you determine performance issues for specific VA and Bot Flows and gather data about self-service success. Use the VA and Bot Flow flow data to improve outcomes. '''Note:''' Flow outcome statistics requires the customer to implement flow outcomes.

Use the [https://help.mypurecloud.com/articles/flow-performance-detail-view Flows Performance Detail view] to see a breakdown of metrics by interval for a specific VA and Bot Flow flow, and to see how VA and Bot Flow interactions enter and leave a chat flow.

The [https://help.mypurecloud.com/articles/flow-outcomes-summary-view Flow Outcomes Summary view] displays statistics related to chats that enter Architect flows. These statistics can help you determine how well your VA and Bot Flow flows serve customers and gather data about self-service success.
|HistoricalReporting=In the knowledge optimizer dashboard, you can analyze the effectiveness of your knowledge base. In this view, you can see the following metrics:

* All queries in a specific time frame and the breakdown, in percentages, of answered and unanswered queries.

* All answered queries in a specific time frame and the breakdown, in percentages, of the application from which the conversation originated.

* All unanswered queries in a specific time frame and the breakdown, in percentages, of the application from which the conversation originated.

* Top 20 articles and the frequency in which an article appeared in a conversation.

* Top 20 answered queries and the frequency in which each answered query appeared in a conversation.

* Top 20 unanswered queries and the frequency in which each unanswered query appeared in a conversation.

see [https://help.mypurecloud.com/articles/knowledge-optimizer-overview/ Knowledge Optimizer]

[https://help.mypurecloud.com/articles/view-bot-and-digital-bot-metrics-in-the-optimization-dashboard/ The Bot Optimizer Dashboard] can be used Architect to view performance and high-level operational metrics for a selected Genesys Dialog Engine Bot Flow or Genesys Digital Bot Flow. This data helps you improve and troubleshoot your VA and Bot Flow. You can also filter these results by specifying a date range or a configured language.

[[File:AA2638F7-2967-4D26-B46B-58F9942DE4DA.jpg]]
|GeneralAssumptions=Customers and/or Genesys Professional Services are responsible for managing the Virtual Agent NLU, rules engine and uploading their own knowledge base articles into Genesys Knowledge Workbench to be used by Virtual Agent.
|CustomerAssumptions=* The Customer needs to provide a KB or the articles that will be the elements of the Knowledge Base.

* Flow Outcome Statistics capabilities require the customer to implement flow outcomes. They do not come out of the box.
|DocVersion=V 1.0.0
}}

UseCases/Current/GenesysCloud/CE27

2024-11-26T14:35:09Z

Shlandy93: UCC: Updated Assumptions

{{SMART UseCase
|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
}}
|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.
|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.
|DocVersion=V 1.1.3
|GeneralAssumptions='''Co-browse with Web Messaging and Voice:'''

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

'''Co-browse with 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.

'''NOTE:''' Legacy Co-browse (used for Chat and previously Voice) is due to be deprecated on January 27, 2025. All customers should be directed towards the new Co-browse for Messenger, supporting Web Messaging and Voice use cases. For more information, see: https://help.mypurecloud.com/articles/deprecation-legacy-co-browse-and-screen-share/
|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=CE18, CE34, CE43
}}

File:UCC 2.png

2024-11-26T14:09:57Z

Shlandy93:

File:UCC 1.png

2024-11-26T14:09:29Z

Shlandy93:

UseCases/Current/GenesysCloud/OP07

2024-11-26T14:08:58Z

Shlandy93: UCC: Updated screenshots

{{SMART UseCase
|ID=OP07
|Title=Genesys UCC Third-Party Integration
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Makes it easy for contact center agents to collaborate and communicate with subject matter experts across the company in real-time to help address customer inquiries more efficiently.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Productivity
|UCBenefit=Reduces the friction in the agent experience while helping them to be more efficient, engaged, and productive.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Improve first contact resolution, drive personalized experiences, and build customer loyalty by empowering agents with the expertise of the entire organization.
}}
|UCOverview=You can benefit from the productivity and communication capabilities of Genesys Cloud CX and collaboration tools such as Microsoft Teams and Zoom that make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and resolve issues within the first customer contact. Benefit from the flexibility of the Genesys Cloud CX™ platform and the productivity and supported communication capabilities. You can make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and deliver memorable customer experiences.

Agents use the integrated directory, search, and presence features to find a subject matter expert, determine availability and collaborate in real time with a single click. A single communication and collaboration interface for agents puts an end to switching between systems. Real-time access to experts gives them the ability to resolve issues within the first contact. Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls.
|UCSummary=Improve the quality of work and productivity by empowering agents with a single integrated communication and collaboration interface. Real-time access to experts gives them the ability to resolve customer issues within the first contact. Select from Microsoft, Genesys, or another carrier of your choice for inbound and outbound voice and your internal calls. It’s a convenient combination with the industry-leading Genesys Cloud CX routing and artificial intelligence capabilities — with a single point of control.
|MaturityLevel=Consistent
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow='''MS Teams (Calling Plans) + Genesys Cloud CX PCV + MS Teams (Cloud) w/ Cloud SBC'''
|BusinessImage=111bf9f8-5b1c-419e-86d7-ebb0c73356ae
|BusinessFlowDescription===='''Genesys Cloud CX BYOC-Cloud + MS Teams (Cloud)'''===
'''''Use Case: Genesys Cloud CX inbound call transfer to MS Teams Remote User'''''

*Inbound call from PSTN to Genesys Cloud CX IVR
*Genesys Cloud CX IVR flow initiates call transfer to MS Teams Phone System (Cloud) User DID
*Genesys Cloud CX Dial Plan routes call through Genesys Cloud CX BYOC-Cloud Trunk to MS Teams Phone System (Cloud)
*MS Teams Phone System (Cloud) initiates call transfer to MS Teams Remote User
*MS Teams Phone System (Cloud) routes call through MS Teams Phone Trunk to MS Teams Remote User

'''''MS Teams Remote User warm transfer* call to Genesys Cloud CX User'''''

*MS Teams Remote User initiates warm transfer to Genesys Cloud CX User DID
*MS Teams Phone System (Cloud) initiates call through MS Teams Direct Routing Trunk to Genesys Cloud CX
*MS Teams ‘Dial Plan’ routes call through MS Teams Direct Routing Trunk to Genesys Cloud CX
*Genesys Cloud CX initiates call transfer to Genesys Cloud CX User
*Genesys Cloud CX routes call through Genesys Cloud CX Phone Trunk to Genesys Cloud CX User
*MS Teams user disconnects from call
}}{{SMART BusinessImageFlow
|BusinessFlow='''Genesys Cloud CX BYOC-Cloud Carrier + Zoom Phone Carrier and PBX'''
|BusinessImage=3630a90f-1395-4ba7-9050-36b30f89564e
|BusinessFlowDescription=<br />
==='''Genesys Cloud CX BYOC-Cloud + Zoom Phone'''===
'''''Use Case: Zoom Phone inbound call transfer to Genesys Cloud CX IVR'''''

*Inbound call from PSTN to Zoom Phone IVR
*Zoom Phone Integration initiates call transfer to Genesys Cloud CX
*Zoom Phone routes call through Genesys Cloud CX BYOC-Cloud Trunk to Genesys Cloud CX IVR
*PSTN caller hears Genesys Cloud CX IVR and selects from available options
*Genesys Cloud CX IVR routes call to correct entity (user, group, queue, etc.)

'''''Genesys Cloud CX User warm transfers* call to Zoom Phone User'''''

*Genesys Cloud CX User initiates warm transfer to Zoom Phone User
*Genesys Cloud CX initiates call Genesys Cloud CX BYOC-Cloud Trunk to Zoom Phone
*Genesys Cloud CX ‘Dial Plan’ routes call through Genesys Cloud CX BYOC-Cloud trunk to Zoom Phone
*Zoom Phone initiates call transfer to Zoom Phone User
*Zoom Phone routes call through Zoom Phone Trunk to Zoom Phone User
*Genesys Cloud CX User disconnects from call
}}
|AgentDeskRequirements=Agents handling voice interactions are able to see a new 'tab' associated with the UC integration (Teams, Zoom, other). Within this tab, UC integration users' presence from external platform is shown and telephone number associated with external platform is used when transferring calls. Please also see the below links for more information on MS Teams integration and Zoom Phone integration:

https://help.mypurecloud.com/articles/about-the-microsoft-teams-integration/

https://help.mypurecloud.com/articles/about-the-zoom-phone-integration/

[[File:UCC 1.png]]

[[File:UCC 2.png]]
|RealTimeReporting=N/A
|HistoricalReporting=UC Integrations utilize Genesys Cloud CX's BYOC-Cloud and Premises* solutions for voice connectivity to external UC platforms which natively support information about call events, including call transfer and conclusion.
|DocVersion=1.0.1
|GeneralAssumptions=SIP connectivity between Genesys Cloud CX and the external platform via either BYOC-Cloud or BYOC-Premises.
|CustomerAssumptions=Customer is responsible for selecting a SCIM provider and managing SCIM implementation for their Genesys Cloud CX organization. Customer is responsible for setting up SIP connections and managing any additional system components such as SBCs and/or Edges as required by external service provider.
|RequiresAll=OP04
}}

UseCases/Current/GenesysCloud/CE45

2024-11-20T09:54:53Z

Shlandy93:

{{SMART UseCase
|ID=CE45
|Title=Genesys Contact Center Orchestration
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Containment Rate
|UCBenefit=Identify when customers are being transferred from self-service channels to an agent at a higher rate than anticipated and enable contact center managers to take action to ensure a high rate of self-service.
}}{{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Can identify where agents are not responding promptly or issues that take a significant amount of time to resolve using journey insights and can act accordingly to resolve.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Can identify opportunities to reduce instances where customers require multiple contacts in one or more channels to resolve their issue
}}{{SMART Benefits
|UCBenefitID=Reduced Interaction Abandonment
|UCBenefit=Can identify when customers’ abandonment rate is higher than anticipated and take action to ensure customers access their desired services.
}}{{SMART Benefits
|UCBenefitID=Reduced Administration Costs
|UCBenefit=Identify low-value interactions that self-service channels could handle. These would be types of contacts with high volumes that do not need to be handled by agents or those that result in customers making repeated calls to agents. Identify how these calls could be routed and handled by self-service channels.
}}
|UCOverview=Contact Centers managers are interested in identifying the quality of their customer interactions, improving efficiency and ultimately, reducing unnecessary costs. This often means increasing the efficacy of self-service.

The proliferation of channels that customers utilize in issue resolution has made it that much more difficult. Businesses require a way to tie their customers’ experiences together to effectively enable change.

Genesys Contact Center Optimization not only creates a cohesive customer journey across channels, it allows the business to measure, analyze, and augment customer journeys rapidly to improve the customer experience.

<br />
|UCSummary=Genesys Contact Center Orchestration maximizes self-service capabilities within omnichannel service journeys, seamlessly integrating Human Assisted and Self-Service Contact Center channels. Service Journey analysis emphasizes enhancing internal efficiencies and elevating the customer experience. With over 82% of customers utilizing multiple Contact Center channels to resolve issues, and more than 70% of companies measuring First Contact Resolution (FCR) and Issue Resolution (IR) without cross-channel metrics, the need for comprehensive measurement is clear. Besides CSAT, FCR and IR are the leading metrics for assessing customer satisfaction in Contact Centers.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=Conversion Analysis
|BusinessImage=47dd343f-bf4d-4ea1-b1f8-cea1e3cb307a
|BusinessFlowDescription='''Business Flow Description: Conversion Analysis'''
#The analyst opens a journey with the intent to perform analytics
#Journey is refreshed, providing conversion rates at each step.
#Paths of interest are analyzed by:

*Selecting the tiles representing the path you would like to explore, confirm the selections and the calculated results will up update to show you conversion rates at each step.

*The analyst can update conversion figures as either numbers or percentages
}}{{SMART BusinessImageFlow
|BusinessFlow=Journey Analysis
|BusinessImage=58dfbbf2-9cf2-44ba-b1a3-8fcf51f7b23b
|BusinessFlowDescription=# The analyst creates (or edits) a journey with the intent to perform analysis
# From the event list, the analyst selects those events that define the journey they want to measure
# Events are drawn from the event types that Journey Management supports and can be assembled in any order across channels
# Events can be filtered based on unique event properties. For example, a language for a bot will define a step where users interacted with a bot in a specific langue whereas a bot with no language filter will be those that engaged with the bot across all supported languages
# Analysts can narrow the connectors between events based on time between the events or limit the events to the same conversation
# Events are analyzed based on customers. Customers is the primary joining property between the events.
# Analysts save and then calculate to see the number of customers that progressed through each of the events assembled into the journey.
# Data represents at least 30 days but no more than a year and is based on the time Journey Management has been in use.
}}
|BusinessLogic=For journey analyzer and conversion analysis, Customer will require journey management for the contact center SKU and permission from their company’s administrator. There are two different types of roles for permissions. These are view only and edit related permissions.

Channels & Events include:

'''Voice'''

* Analytics Detail Events (ADE)

* acdStartEvent

* acdEndEvent

* customerStartEvent

* customerEndEvent

* flowStartEvent

* flowEndEvent

* outboundInitEvent

* userStartEvent

* userEndEvent

* voicemailStartEvent

* voicemailEndEvent

* wrapUpEvent

* afterCallWorkEvent

* contactUpdateEvent

'''Bots'''

Bot Events

* botSessionStart

* botSessionEnd

* botSessionTurn

<br />
|DistributionLogic=N/A
|AgentDeskRequirements='''Conversion Analysis'''

Conversion Analysis will be able to take advantage of your organizations Analytics Detail Events and native Genesys Cloud Bot Events. A user can view conversion rates from any starting point and along any path; highlighting customers that completed the event and those that dropped out.

<br />
|RealTimeReporting=With Genesys Contact Center Optimization, you can get to the heart of your customer’s journey.

Build customer journeys and visualize customer behavior in aggregate to uncover journeys resulting in self-service, error, agent escalation, transfer to an agent.

Determine thresholds for each Contact Center metric you’d like to measure and be alerted when anomalies occur.

Genesys is working on providing more customer journey reporting in the future, including instant previews, custom KPIs, and behavioral segmentation.

Add pre-defined metrics to inform charts and track over time (Coming soon)

Simplify root cause analysis with AI, revealing reasons for high and low performing customer journeys. (Coming Soon)

<br />
|HistoricalReporting=Genesys Cloud includes performance views and dashboards that enable analysts to examine interaction data across time. We also have A3S, an expert application service, that can be used to explore and analyze historical contact center data.
|DocVersion=V 1.0.0
|GeneralAssumptions=N/A
|CustomerAssumptions=For charts and conversion analysis, Customer will require Contact Center Optimization SKU and permission from their company’s administrator.
}}

CE45/Canonical

2024-11-12T14:59:38Z

Shlandy93:

{{SMART Meta
|ID=CE45
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Contact Center Optimization
|Subtitle=Analyze journeys holistically or as individual flows to understand journey outcomes such as self-service, deflection, first contact resolution and use new insights to improve efficiency and lower costs
}}
{{SMART Canonical
|BuyerPersonas=Business Analyst, Contact Center Supervisor / Manager, Head of Contact Center(s)
|DataSheetImage=CE11 - genesys outbound dialer - header.png
|PlatformChallenge=Increasingly, contact centers are moving to provide both self-service and agent-led support. Agent-led support is more expensive, and many are looking for ways to increase self-service, reduce the need for agent escalation, while providing positive customer outcomes. Without knowing the current pattern of behavior across digital and agent-led channels, it is difficult to identify friction, escalation, and success.
|PlatformSolution=Genesys Contact Center Optimization begins with the understanding of customer behavior patterns within and across flows. For example, analysts can quantify self-service, drop-off and escalation for an IVR flow. It also allows you to filter by specific customer journey flows to view the data for that flow e.g customers making a payment. Additional events can also be added to the journey for comparison. Ultimately, this enables deeper insights via customizable charts and conversion analysis, allowing you to determine which customer journey flows have high rates of self service and which ones don't, simplifying the effort to improve those self-service methods for your customers which will improve first contact resolution.
}}

CE45/Canonical

2024-08-07T16:14:03Z

Shlandy93:

{{SMART Meta
|ID=CE45
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Contact Center Optimization
}}
{{SMART Canonical
|BuyerPersonas=Business Analyst, Contact Center Supervisor / Manager, Head of Contact Center(s)
|DataSheetImage=CE11 - genesys outbound dialer - header.png
|PlatformChallenge=Increasingly, contact centers are moving to provide both self-service and agent-led support. Agent-led support is more expensive, and many are looking for ways to increase self-service, reduce the need for agent escalation, while providing positive customer outcomes. Without knowing the current pattern of behavior across digital and agent-led channels, it is difficult to identify friction, escalation, and success.
|PlatformSolution=Genesys Contact Center Optimization begins with the understanding of customer behavior patterns within and across flows. For example, analysts can quantify self-service, drop-off and escalation for an IVR flow. It also allows you to filter by specific customer journey flows to view the data for that flow e.g customers making a payment. Additional events can also be added to the journey for comparison. Ultimately, this enables deeper insights via customizable charts and conversion analysis, allowing you to determine which customer journey flows have high rates of self service and which ones don't, simplifying the effort to improve those self-service methods for your customers which will improve first contact resolution.
}}

CE45/Canonical

2024-08-07T14:23:20Z

Shlandy93:

{{SMART Meta
|ID=CE45
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Contact Center Orchestration
}}
{{SMART Canonical
|BuyerPersonas=Business Analyst, Contact Center Supervisor / Manager, Head of Contact Center(s)
|DataSheetImage=CE11 - genesys outbound dialer - header.png
|PlatformChallenge=Increasingly, contact centers are moving to provide both self-service and agent-led support. Agent-led support is more expensive, and many are looking for ways to increase self-service, reduce the need for agent escalation, while providing positive customer outcomes. Without knowing the current pattern of behavior across digital and agent-led channels, it is difficult to identify friction, escalation, and success.
|PlatformSolution=Genesys Contact Center Optimization begins with the understanding of customer behavior patterns within and across flows. For example, analysts can quantify self-service, drop-off and escalation for an IVR flow. It also allows you to filter by specific customer journey flows to view the data for that flow e.g customers making a payment. Additional events can also be added to the journey for comparison. Ultimately, this enables deeper insights via customizable charts and conversion analysis, allowing you to determine which customer journey flows have high rates of self service and which ones don't, simplifying the effort to improve those self-service methods for your customers which will improve first contact resolution.
}}

CE45/Canonical

2024-08-07T14:15:10Z

Shlandy93:

{{SMART Meta
|ID=CE45
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Contact Center Orchestration
|Subtitle=
}}
{{SMART Canonical
|PlatformChallenge=Increasingly, contact centers are moving to provide both self-service and agent-led support. Agent-led support is more expensive, and many are looking for ways to increase self-service, reduce the need for agent escalation, while providing positive customer outcomes. Without knowing the current pattern of behavior across digital and agent-led channels, it is difficult to identify friction, escalation, and success.
|PlatformSolution=Genesys Contact Center Optimization begins with the understanding of customer behavior patterns within and across flows. For example, analysts can quantify self-service, drop-off and escalation for an IVR flow. It also allows you to filter by specific customer journey flows to view the data for that flow e.g customers making a payment. Additional events can also be added to the journey for comparison. Ultimately, this enables deeper insights via customizable charts and conversion analysis, allowing you to determine which customer journey flows have high rates of self service and which ones don't, simplifying the effort to improve those self-service methods for your customers which will improve first contact resolution.
|BuyerPersonas=Business Analyst, Contact Center Supervisor / Manager, Head of Contact Center(s)
}}

CE45/Canonical

2024-08-07T14:14:27Z

Shlandy93: Created page with "{{SMART Meta |ID=CE45 |SolutionCategory=CE |Solution=Digital |Title=Genesys Contact Center Orchestration |Subtitle=TBD }} {{SMART Canonical |PlatformChallenge=Increasingly, co..."

{{SMART Meta
|ID=CE45
|SolutionCategory=CE
|Solution=Digital
|Title=Genesys Contact Center Orchestration
|Subtitle=TBD
}}
{{SMART Canonical
|PlatformChallenge=Increasingly, contact centers are moving to provide both self-service and agent-led support. Agent-led support is more expensive, and many are looking for ways to increase self-service, reduce the need for agent escalation, while providing positive customer outcomes. Without knowing the current pattern of behavior across digital and agent-led channels, it is difficult to identify friction, escalation, and success.
|PlatformSolution=Genesys Contact Center Optimization begins with the understanding of customer behavior patterns within and across flows. For example, analysts can quantify self-service, drop-off and escalation for an IVR flow. It also allows you to filter by specific customer journey flows to view the data for that flow e.g customers making a payment. Additional events can also be added to the journey for comparison. Ultimately, this enables deeper insights via customizable charts and conversion analysis, allowing you to determine which customer journey flows have high rates of self service and which ones don't, simplifying the effort to improve those self-service methods for your customers which will improve first contact resolution.
|BuyerPersonas=Business Analyst, Contact Center Supervisor / Manager, Head of Contact Center(s)
}}

UseCases/Current/GenesysCloud/CE45

2024-08-07T14:13:20Z

Shlandy93: Created page with "{{SMART UseCase |ID=CE45 |Title=Genesys Contact Center Orchestration |Offering=GenesysCloud |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved Containment Rate |UCBenefit=..."

{{SMART UseCase
|ID=CE45
|Title=Genesys Contact Center Orchestration
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Containment Rate
|UCBenefit=Identify when customers are being transferred from self-service channels to an agent at a higher rate than anticipated and enable contact center managers to take action to ensure a high rate of self-service.
}}{{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Can identify where agents are not responding promptly or issues that take a significant amount of time to resolve using journey insights and can act accordingly to resolve.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Can identify opportunities to reduce instances where customers require multiple contacts in one or more channels to resolve their issue
}}{{SMART Benefits
|UCBenefitID=Reduced Interaction Abandonment
|UCBenefit=Can identify when customers’ abandonment rate is higher than anticipated and take action to ensure customers access their desired services.
}}{{SMART Benefits
|UCBenefitID=Reduced Administration Costs
|UCBenefit=Identify low-value interactions that self-service channels could handle. These would be types of contacts with high volumes that do not need to be handled by agents or those that result in customers making repeated calls to agents. Identify how these calls could be routed and handled by self-service channels.
}}
|UCOverview=Contact Centers managers are interested in identifying the quality of their customer interactions, improving efficiency and ultimately, reducing unnecessary costs. This often means increasing the efficacy of self-service.

The proliferation of channels that customers utilize in issue resolution has made it that much more difficult. Businesses require a way to tie their customers’ experiences together to effectively enable change.

Genesys Contact Center Optimization not only creates a cohesive customer journey across channels, it allows the business to measure, analyze, and augment customer journeys rapidly to improve the customer experience.

<br />
|UCSummary=Genesys Contact Center Orchestration maximizes self-service capabilities within omnichannel service journeys, seamlessly integrating Human Assisted and Self-Service Contact Center channels. Service Journey analysis emphasizes enhancing internal efficiencies and elevating the customer experience. With over 82% of customers utilizing multiple Contact Center channels to resolve issues, and more than 70% of companies measuring First Contact Resolution (FCR) and Issue Resolution (IR) without cross-channel metrics, the need for comprehensive measurement is clear. Besides CSAT, FCR and IR are the leading metrics for assessing customer satisfaction in Contact Centers.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=Conversion Analysis
|BusinessImage=47dd343f-bf4d-4ea1-b1f8-cea1e3cb307a
|BusinessFlowDescription='''Business Flow Description: Conversion Analysis'''
#The analyst opens a journey with the intent to perform analytics
#Journey is refreshed, providing conversion rates at each step.
#Paths of interest are analyzed by:

*Selecting the tiles representing the path you would like to explore, confirm the selections and the calculated results will up update to show you conversion rates at each step.

*The analyst can update conversion figures as either numbers or percentages
}}{{SMART BusinessImageFlow
|BusinessFlow=Journey Analysis
|BusinessImage=58dfbbf2-9cf2-44ba-b1a3-8fcf51f7b23b
|BusinessFlowDescription=# The analyst creates (or edits) a journey with the intent to perform analysis
# From the event list, the analyst selects those events that define the journey they want to measure
# Events are drawn from the event types that Journey Management supports and can be assembled in any order across channels
# Events can be filtered based on unique event properties. For example, a language for a bot will define a step where users interacted with a bot in a specific langue whereas a bot with no language filter will be those that engaged with the bot across all supported languages
# Analysts can narrow the connectors between events based on time between the events or limit the events to the same conversation
# Events are analyzed based on customers. Customers is the primary joining property between the events.
# Analysts save and then calculate to see the number of customers that progressed through each of the events assembled into the journey.
# Data represents at least 30 days but no more than a year and is based on the time Journey Management has been in use.
}}
|BusinessLogic=For journey analyzer and conversion analysis, Customer will require journey management for the contact center SKU and permission from their company’s administrator. There are two different types of roles for permissions. These are view only and edit related permissions.

Channels & Events include:

'''Voice'''

* Analytics Detail Events (ADE)

* acdStartEvent

* acdEndEvent

* customerStartEvent

* customerEndEvent

* flowStartEvent

* flowEndEvent

* outboundInitEvent

* userStartEvent

* userEndEvent

* voicemailStartEvent

* voicemailEndEvent

* wrapUpEvent

* afterCallWorkEvent

* contactUpdateEvent

'''Bots'''

Bot Events

* botSessionStart

* botSessionEnd

* botSessionTurn

<br />
|DistributionLogic=N/A
|AgentDeskRequirements='''Conversion Analysis'''

Conversion Analysis will be able to take advantage of your organizations Analytics Detail Events and native Genesys Cloud Bot Events. A user can view conversion rates from any starting point and along any path; highlighting customers that completed the event and those that dropped out.

<br />
|RealTimeReporting=With Genesys Contact Center Optimization, you can get to the heart of your customer’s journey.

Build customer journeys and visualize customer behavior in aggregate to uncover journeys resulting in self-service, error, agent escalation, transfer to an agent.

Determine thresholds for each Contact Center metric you’d like to measure and be alerted when anomalies occur.

Genesys is working on providing more customer journey reporting in the future, including instant previews, custom KPIs, and behavioral segmentation.

Add pre-defined metrics to inform charts and track over time (Coming soon)

Simplify root cause analysis with AI, revealing reasons for high and low performing customer journeys. (Coming Soon)

<br />
|HistoricalReporting=Genesys Cloud includes performance views and dashboards that enable analysts to examine interaction data across time. We also have A3S, an expert application service, that can be used to explore and analyze historical contact center data.
|GeneralAssumptions=N/A
|CustomerAssumptions=For charts and conversion analysis, Customer will require Contact Center Optimization SKU and permission from their company’s administrator.
}}

UseCases/Current/GenesysCloud/EE32

2024-07-16T10:56:55Z

Shlandy93: Created page with "{{SMART UseCase |ID=EE32 |Title=Genesys Agent Copilot |Offering=GenesysEngage-onpremises |SMART_Benefits={{SMART Benefits |UCBenefitID=Improved Employee Utilization |UCBenefit..."

{{SMART UseCase
|ID=EE32
|Title=Genesys Agent Copilot
|Offering=GenesysEngage-onpremises
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=A constantly-evolving knowledge base trains agents in real time.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Satisfaction
|UCBenefit=Agents tackle more complex business inquiries with AI assistance.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Present relevant suggestions in real-time to help the agent resolve the caller's inquiry.
}}{{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=By empowering agents to more effectively provide answers and taking care of interaction notes, customers enjoy a quicker, more positive experience. Also the agent will have a summary of the interaction, the resolution of it and a reason for that contact.
}}
|UCOverview=Positive customer experiences can only happen when agents can answer a customer's request, provide empathetic, personalized service, and deliver on the requested outcome. In many contact centers, agents must navigate multiple processes and tools to look up knowledge and FAQs to find answers and resolve customer inquiries which takes time, leaves customers sitting on hold, and causes high average handle time and long waits.

With Agent Copilot, companies can leverage the power of artificial intelligence (AI) to support agents as they serve customers digitally, or on the phone. Genesys Cloud Agent Copilot determines customer intent, automatically surfaces relevant knowledge, and guides agents to their next best actions – such as what to say next, what workflow to kick off, how to follow up, and more. It then summarizes interactions by generating text and predicts wrap-up codes. Agents spend time personalizing the assistance they offer each customer, and providing superior answers based on suggested results, rather than digging for information and writing call notes.

It is possible to create rules based on events like starting an interaction, ending a conversation, or transferring it to another queue or agent. When an event like this happens, it will be possible to configure the appearance of an article from the knowledge base, triggering a script or a canned response.

Agent Copilot also allows to train a NLU model that detects Intents based on utterance. The detection of these intents will allow the user get an article from the knowledge base, triggering a script or a canned response, as with the events described above.

After the completion of the conversation between the agent and the user, a summary of the conversation is generated. This summary can be reviewed, modified, copied and pasted as part of the notes of the interaction.

Genesys offers Agent Copilot as a native AI capability fully integrated into Genesys Cloud CX.

<br />
|UCSummary=During customer interactions, Genesys Cloud Agent Copilot assists agents by presenting relevant, next best actions to the agent in their workspace. Agent Copilot understands customers’ intents and provides agents with relevant answer highlighted knowledge, canned responses, and scripts. When agents move to after call work, Genesys Cloud AI creates an interaction summary and predicts wrap codes.
|PainPoints=* Agents without the right information will give the wrong answer or take precious time finding the correct answer.

* Agents spend an average of 12.5% of their work-week looking for information.

* Agents want to help customers. If they don’t know how, they get frustrated.

* Training material becomes quickly outdated.
|DesiredState=* Agent Assist empowers agents to be CX Heroes by giving them contextually relevant knowledge suggestions in real-time as they talk.

* Commonly asked questions related to the live conversation are automatically served up as needed without agents having to look them up manually.
|BuyerPersonas=Head of Customer Experience, Head of Contact Center(s), Chief Information Officer
|MaturityLevel=Differentiated
|CloudAssumptionsAdditional_Sales=Must be an Engage Cloud customer with English (US-En) speaking agents deployed in North American region.

Must be willing to provide a reference.

Must be using Engage Cloud IVR, Designer 9 and WWE 9.
|PremiseAssumptionsAdditional_Sales=Not available for premise at this time.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow='''Agent Copilot'''
|BusinessImage=209aa82b-0561-42e8-a06a-2f44ea6f8485
|BusinessFlowDescription='''1.'''Genesys connects the user to the live agent.

'''2'''.The agent sees the context (for example bot intents and slots) of the users journey in the agent desktop.

'''3.'''Genesys Agent Copilot monitors the conversation.

'''4.'''During the voice conversation, the following happens:

For Voice Interactions:

* Real-time audio of the voice interaction is streamed to Genesys Transcription service.

* Agent Copilot displays the real-time transcription of the voice call.

* Agent Copilot uses Natural Language Understanding to understand Customers Intents

* Agent Copilot service returns real-time next best actions (knowledge, Canned Response, Script).

* The suggested action is displayed to the agent automatically in a live stream of suggestions during the conversation.

For Digital Interactions:

* Agent Copilot uses Natural Language Understanding to understand Customers Intents

* Agent Copilot service returns real-time next best actions (knowledge, Canned Response, Script).

* The suggested next best action is displayed to the agent automatically in a live stream of suggestions during the conversation.

'''5.'''The agent can do the following with the live stream of suggestions:

* Click to expand knowledge suggested content to read more or copy to the digital interaction.

* Click to launch suggested Script pages to follow a script.

* Click to expand Canned Responses or copy to the digital interaction.

'''6.'''The agent can rate (upvote/downvote) to improve the AI suggestions model over time. The more that Agent Copilot is used and content rated by agents, the better the suggestions will be in the future. (BL3, BL4).

'''7.'''Once the conversation is completed, it generates a summary of it, the reason the customer contacted and a resolution for that interaction.

<br />
}}
|BusinessLogic='''BL1: Review knowledge:''' The agent performs a high-level assessment to ensure the information returned from Agent AssistAgent Copilot is appropriate and relevant to the current conversation.

'''BL2: Leverage suggestion:''' The agent communicates relevant information to the end-customer, or they use the information to perform the required "back-end" actions to resolve the customer issue.

'''BL3: Rate suggestions:''' Agent Copilot may provide an agent with multiple pieces of information during the interaction. Agents should rate the information using the thumbs up / thumbs down buttons to verify as relevant or irrelevant.

'''BL4: Resolve issue or continue conversation:''' If the end-customer issue is not adequately resolved, the agent continues the conversation with the end-customer to trigger Agent Copilot to surface additional information. If Agent Copilot is unable to provide appropriate information to resolve the end-customers issue, Agents should follow their corporate escalation policy to ensure that expectations are fulfilled.

'''BL5: End Coversation:''' Agent reviews the AI generated note and Wrap Up Codes. Agent selects the wrap up code from the AI suggested or finds the appropriate code.

<br />
|DistributionLogic=Since the end-customer is already speaking with an agent in real time, any subsequent call steering is likely to be manually directed by the agent.
|CustomerInterfaceRequirements=<br />
|AgentDeskRequirements=N/A
|RealTimeReporting=The Agent Copilot Performance dashboard for Genesys Agent Copilot gives overview about knowledge base article activities. Genesys Agent Copilot metrics and reporting provides insight about presented, opened and copied articles. For more information, see [https://rcstaging.wpengine.com/?p=280180 <span lang="EN-US" data-contrast="none" xml:lang="EN-US" class="TextRun SCXW222931328 BCX0">https://rcstaging.wpengine.com/?p=280180</span>]
|HistoricalReporting=In the knowledge optimizer dashboard, you can analyze the effectiveness of your knowledge base. In this view, you can see the following metrics:

* All queries in a specific time frame and the breakdown, in percentages, of answered and unanswered queries.

* All answered queries in a specific time frame and the breakdown, in percentages, of the application from which the conversation originated.

* All unanswered queries in a specific time frame and the breakdown, in percentages, of the application from which the conversation originated.

* Top 20 articles and the frequency in which an article appeared in a conversation.

* Top 20 answered queries and the frequency in which each answered query appeared in a conversation.

* Top 20 unanswered queries and the frequency in which each unanswered query appeared in a conversation.

see https://help.mypurecloud.com/articles/knowledge-optimizer-overview/
|DocVersion=v 1.0.0
|GeneralAssumptions=Customers and/or Genesys Professional Services are responsible for managing the Copilot NLU, rules engine and uploading their own knowledge base content into Genesys Knowledge Workbench to be used by Agent Copilot.
|CustomerAssumptions=Customer needs to provide a KB or the articles that will be the elements of the Knowledge Base.<br />
|RequiresOr=CE01, CE34
|Optional=CE31, CE41, EE31
|OperationalRequirements=.
}}

EE32/Canonical

2024-07-16T10:55:53Z

Shlandy93:

{{SMART Meta
|SolutionCategory=EE
|Solution=Self-Service and Automation
|Title=Genesys Agent Copilot
|Subtitle=Automatically surface contextually relevant information from a knowledge base during customer conversations.
}}
{{SMART Canonical
|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
|DataSheetImage=EE31 - genesys agent assist - header.png
|PlatformChallenge=Agents balance many tasks simultaneously: speaking to customers (sometimes more than one at a time), reviewing data, finding answers, planning what to say and do next, and capturing notes. As consumer preference and increasingly advanced self-service options move “easy” questions out of the contact center, agents are left with complex issues to solve, for customers who have expectations that are higher than ever before.

To deliver standout customer experiences, agents must have useful data and insights, within the work space that they’re already using, at the moment of need.
|PlatformSolution=Genesys Cloud Agent Copilot empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Cloud Agent Copilot determines customer intent, automatically surfaces knowledge and guides agents to their next best actions, summarizes interactions, and predicts wrap-up codes.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Provides context of the customer's journey and dynamic knowledge suggestions to better address customer issues
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Handle Time
|CanonicalBenefit=Agents spent less time searching for answers with relevant information delivered automatically.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Net Promoter Score
|CanonicalBenefit=Customer issues are resolved faster and more accurately, which leads to less frustration
}}

UseCases/Current/GenesysCloud/BO01

2024-04-04T16:58:34Z

Shlandy93:

{{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
|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
}}

UseCases/Current/GenesysCloud/BO01

2024-04-04T16:15:31Z

Shlandy93:

{{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]]
|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
}}

UseCases/Current/GenesysCloud/CE16

2023-07-20T14:27:17Z

Shlandy93:

{{SMART UseCase
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Standard response libraries improve consistency and reduce the time taken to compose responses to email inquiries. Automatic linking of emails to previous correspondence reduces familiarization and handling time for agents.
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Addressing customers requests in a timely manner through skills-based routing improves Net Promoter Score
}}{{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee occupancy.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Direct interactions to an expert through skills based routing improves First Contact Resolution
}}
|UCOverview=Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by automatically distributing emails to the best available agent based on content analysis and keywords, systemizing automatic acknowledgment, and automating responses.
|UCSummary=A customer sends an email to a company email address. Genesys Cloud CX receives the email and triggers an inbound email flow. The inbound email's flow can automatically reply to the customer to set expectations, or the flow can search basic keywords determine the correct routing. Genesys Cloud CX routes the email to the queue that corresponds to the email's "to" address and the matching keywords. The email is then distributed to the best available agent based on the required skills. When an agent receives the email, the agent sends an email reply to the customer. Genesys Cloud CX tracks subsequent replies from the customer as part of the same conversation, assuming they come within a few days. In this way, Genesys Cloud CX routes the replies to the same agent.

Organizations can configure ACD so that phone conversations can interrupt email conversations. This approach allows agents to maintain and hit service levels goals for voice while working on email during slower periods.

Organizations can also optionally enhance Genesys Cloud CX so that a supervisor or quality evaluator can review outgoing emails from agents. This enhancement provides management visibility into the email interaction channel and enables further process improvements.
|PainPoints=*Increasing calls related to online service and support
*Customer having to call multiple times resulting in repeat contacts
*Website not offering or providing the right information or online service and support
*Customer having to queue for a long time resulting in missed service levels
*Inconsistency in responses
*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

<br />
|DesiredState=*Enable email on web site
*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
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|MaturityLevel=Consistent
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
* Architect provides basic text screening which allows you to identify the presence of particular string or pattern (using regular expression syntax) in the text (email or any other text-based message)
|PremiseAssumptionsAdditional_Sales=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.
|BusinessImage=https://www.lucidchart.com/documents/edit/71057e1f-566f-432e-a5b1-a7148f4ab964/0
|BusinessFlowDescription=#A customer sends an email to the email address in a registered domain (for example, orders@abc.org) that is configured in the Genesys Cloud CX solution.
#Emails are delivered to Genesys Cloud CX via forwarding to a predefined email address, or via direct DNS routing with configured MX records.
#Genesys Cloud CX captures the new email and identifies “From,” “To,” "Reply-To," “Subject,” and "Body" as meta data.
#Genesys Cloud CX determines whether the email is a new email or a reply email.
##If it is a new email, the system starts a new inbound email flow.
##If it is a reply email from a customer, the Genesys Cloud CX attempts to route the email to the agent who previously assisted the customer, if available. If that agent is not available, Genesys Cloud CX starts the inbound email flow.
#Optional: The system sends a receipt acknowledgement email to the customer with a predefined template for the “To” address.
#Genesys Cloud CX determines the requested skills and transfers the conversation to a queue that can provide those skills.
#When an agent with the requested skills is available, Genesys Cloud CX routes the email to the appropriate agent. The agent's interface displays all relevant information about the email.
#When the agent reads the email, the agent decides if a reply is needed.
##If a reply is needed, the agent creates an outbound reply email. The agent can optionally use a standard response template.
##If not, the agent marks the e-mail as done.
#The agent sets a wrap-up code to mark the business outcome for reporting purposes.
#Optional: A supervisor reviews the email.
}}
|BusinessLogic=In the logical flows in the previous sections, there are various process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.
====Capturing of Incoming Emails====
In step 2 of the business flow, emails are delivered to Genesys Cloud CX. The following configuration options are available:

*Direct customer-sent email messages to the yourAccountName.myGenesys Cloud CX.com domain.
*Register the business domain with Genesys Cloud CX for email routing (MX Records)
*Forward existing email addresses from corporate email platform to Genesys Cloud CX.

'''Note:''' Genesys Cloud CX does not allow an organization to use their own email platform. However, an organization could forward email from their corporate mail platform to an email address that is registered with Genesys Cloud CX. The downside of this approach is that the email responses from the agent to the customer include a different email address in the email header. However, the email address in the Reply To field is correct.

====<span>Quality Management</span>====
<span>Email interactions are available for Quality Management just like all other media types.</span>
|DistributionLogic=#Genesys Cloud CX checks if the email is a reply email that belongs to an existing conversation.
#If so, Genesys Cloud CX tries to route the email to the agent who last handled the conversation. If that agent is not available, Genesys Cloud CX starts the email flow and handles the email based on the email flow configuration.

====Additional Distribution Functionality====
The additional distribution logic is:

*Re-route on no answer (RONA)-functionality: If an agent does not accept the email interaction, the email interaction is automatically put back into the queue after a timeout. The agent is set to Not Responding.
*Conversations can include emails and other media types.
*An organization can configure email interactions to be interrupted by other media types.
*An organization can set the starting priority.
*An organization can configure how Genesys Cloud CX removes skill requirements to expand the possible agent pool.

====Automatic Replies====
<span>In step 5, the Genesys Cloud CX system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed. To prevent “pingpong” emails between mail servers, Genesys Cloud CX detects automated answers, such as auto-responses and auto-acknowledges. For example, it detects Out of the Office responses.</span>
====<span>Standard Responses</span>====
<span><span>The agent can use canned responses to create email responses. Each organization creates and manages their own canned responses.</span></span>
====Available Parameters Available for Configuration by Customer====
The following configurable parameters are used for the distribution logic:

*Skill/skill level
*Overflow timeouts for skill-based routing. These timeouts are based on the age of the interaction.
*Starting priority

An organization can configure the following parameter by the "to" Email Address (for example, Sales, Jobs, or Support) or by specific keywords:

*Auto-acknowledge message
*Skill selection
*Transfer to specific queue
|CustomerInterfaceRequirements=There is no applicable content for this section.
|AgentDeskRequirements=The following lists the minimum requirements for the agent desktop:

*Configuration of disposition codes (Cross Sell, Need Follow Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell)
*Configuration of and access to standard response library
*Agent-to-Agent transfer
*Agent-to-Queue transfer
*Review functionality for supervisors
|RealTimeReporting=Use Genesys Cloud CX Performance views and dashboards for real-time reporting on email routing. Analyze email routing metrics and data to better manage and plan agent time and queue email routing.

The [https://help.mypurecloud.com/articles/new-agents-performance-summary-view Agents Performance Summary View] displays current and historical metrics and data about agent email interactions for the number of ACD emails routed to an agent, the total number of emails handled by an agent, emails that were transferred by an agent, and the total amount of time the agent spent handling email, for a time period. The data in this view and the [https://help.mypurecloud.com/articles/new-agents-performance-detail-view Agents Performance Detail View] can help with improving your routing of emails to agents.

The [https://help.mypurecloud.com/articles/queues-performance-summary-view Queues Performance Summary View] and the [https://help.mypurecloud.com/articles/queue-performance-detail-view Queues Performance Detail View] display current and past metrics and data for queues that receive email. A queue configured to receive ACD routed emails displays the number of emails routed to a queue for agents, the average amount of time an email waited in a queue before an agent answered it, the number of email interactions handled by agents in the queue, emails handled by an agent in a queue and then transferred, and the total time and average time agents spent handling emails in the queue, for a time period. The data in these views can help in improving your routing of emails to queues.

View in-progress and completed inbound email interactions in [https://help.mypurecloud.com/articles/interactions-view Interactions View]. This view displays metrics and data for email interactions, including the language of the email, matching skills for the agent in the queue, and the number of emails sent by an agent including Reply All and Forward. Understanding this data can create a better customer experience with improved routing of emails.

Search for the media type emails in the [https://help.mypurecloud.com/articles/skills-performance-view Skills Performance View] to see statistics based on the skills and languages for interactions as they enter a queue. These statistics can help supervisors determine performance issues with a specific skill in one or multiple queues. The statistics can also help supervisors evaluate the effectiveness of their evaluation and routing methods.
|HistoricalReporting=Run the [https://help.mypurecloud.com/articles/interaction-details-report Interactions Details Report] for insights into email interactions. This report includes details on how long the email remained in a queue, the agent who handled the email, and the total duration to handle and wrap up the email interaction. Use this report to identify if email handle time is taking longer than average, to improve managing and planning for agent and queue email routing.

View the [https://help.mypurecloud.com/articles/queue-wrapup-summary-report Queue Wrap-up Summary Report] to see the wrap-up codes that agents, grouped by queues, used most frequently. This helps to identify the email interactions on which agents spent most of their time. Analyzing the total number of emails and their duration, by queue, assists you in balancing the volume of email interactions, improving email routing. Better routing provides quicker responses to customer emails for faster resolution.
|CustomerAssumptions=An organization must configure the following things for Genesys Cloud CX to receive emails:

*Use method to direct customer-sent email messages to the yourAccountName.myGenesys Cloud CX.com domain.
*Register the business domain with Genesys Cloud CX for email routing (MX Records).
*Forward existing email addresses from corporate email platform to Genesys Cloud CX.

An organization must do the following things in order for Genesys Cloud CX to access requested emails:

*Provide the subdomain
*Configure MX records appropriately

Other assumptions include:

*Genesys Cloud CX's email environment uses AWS spam verdict to detect spam. An organization has no control over the Genesys Cloud CX spam settings.
*Text input must be available in UTF-8.
*Architect provides basic text screening which allows a business to identify the presence of particular strings in the subject, body, or both.
|PremiseAssumptionsAdditional=N/A
|DocVersion=V 1.1.1
|Video=412786353
|RelatedDocs={{TSSection
|sectionheading=
|description=
|relatedarticles=
}}
}}

UseCases/Current/GenesysCloud/WE01

2023-05-26T10:07:49Z

Shlandy93:

{{SMART UseCase
|ID=WE01
|Title=Quality Assurance and Compliance for Genesys Cloud CX (WEM)
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Employee Productivity
|UCBenefit=Take advantage of the Quality evaluation criteria to create targeted evaluations to identify the keys to successful sales and improve agent productivity
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Improve the efficiency of agents with insights from recordings, survey, and quality assessments to enable systematic improvement of NPS.
}}{{SMART Benefits
|UCBenefitID=Reduced IT Operational Costs
|UCBenefit=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
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Leverage the Quality evaluation results and Post interaction survey results to identify and address the root cause(s) of repeat contacts thereby improving FCRs.
}}{{SMART Benefits
|UCBenefitID=Improved Insights and Visibility
|UCBenefit=Use recordings of interactions and agent desktop, the quality evaluation process and post-interaction survey results to gain insight into quality, process, and procedural improvements.
}}
|UCOverview=The success of a contact center hinges on its ability to provide a high-quality experience to customers, achieve consistently high levels of quality and meet regulatory compliance. Further, Quality evaluators, Quality administrators, and Quality managers need efficient tools and integrated automated processes to ensure that all interactions are handled effectively and efficiently. Hence, Contact centers need systems that provide the functionalities to monitor, record, and evaluate the quality of agent customer interactions on all communication channels combined with recorded agent desktop activity. Further, the system should also have features to obtain customer satisfaction feedback through surveys upon the conclusion of their interaction with the contact center.

Businesses must evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every interaction. There is a need to distinguish important from routine interactions and generate the results in a consistent and automated manner. Also company's need to prevent risk arising out of lack of compliance and loss of valuable information.

Genesys Cloud CX<sup>TM</sup> Quality Assurance and Compliance consists of Integrated tools that help customers meet the above challenges. Genesys Cloud CX Interaction recording reliably records all voice and digital interactions and makes it easy to search and access recordings. Genesys Multi-monitor screen recording captures the agent desktop activity for up to four monitors while handling ACD interactions.

Genesys Cloud CX Speech and text analytics is a set of features that provide automated speech and text analytics capabilities on all interactions to provide deep insight into customer-agent conversations. For voice interaction, speech and text analytics provides automated transcription and employs speech-to-phrase grammar-based recognition. Along with non-linguistic analysis of recordings, speech and text analytics creates meaning from otherwise unstructured data. Sentiment analysis and Topic spotting enable Quality Managers to understand the overall sentiment of the interaction.

<span lang="EN-US">Genesys Cloud CX Quality Evaluation features include<s>s</s> flexible evaluation forms for use with any recorded interaction. The evaluation workflow provides both automated and ad hoc assignments, 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.</span>

Genesys Cloud CX's survey is built in to the platform and is used to send a survey to customers after any media interaction i.e. 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. Genesys sends the survey to the customer via email with a web link to the survey. Geneys Cloud built in survey solutions allows organizations to gain insight into customer satisfaction/experience regardless of the channel and other related contact center metrics.

Organizations can use Genesys Cloud CX Quality Evaluation and Compliance tools to fulfill key use cases around agent performance improvement (decrease AHT, increase FCR, sales conversion, compliance, and customer satisfaction). These precise tools help improve employee culture, technology, and operations to plan and execute strategies that bring contact center quality to new heights.
|UCSummary=Genesys Cloud CX's 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 must 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 multichannel (voice and digital) capabilities for interaction recording, agent desktop screen recording (multi monitor), 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. <span lang="EN-US">These features also allow customers to verify that their agents are adhering to critical regulation and compliance.</span>

Genesys Cloud CX Quality Assurance and Compliance provides visibility on the agent activity 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
*Identify which issues are related to agent problems and which to system/ workflow issues
*Agent's handling of multiple overlapping interactions
*Agent access to unauthorized activity
*Adherence to compliance requirements/regulations
*Impact to customer satisfaction
|PainPoints=*Managers, Supervisors, Coaches and Quality evaluators 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.
*Inability to record across all communication mediums reliably.
*Lack of useful metadata about recorded calls.
*High total cost of ownership (TCO) for recording.
*Desire to move away from incumbent recording vendor.
*Keeping the current recording solution updated with all recording channels and technology transformations.
*Need to get an ideal picture of the service quality of the employees to the customers and to understand customer's level of satisfaction across various communication channels.
|DesiredState=*Identify areas of improvement for agents by sharing the customer's perception of their experience.
*Identify and act on sources of customer satisfaction and frustration. Align quality evaluation expectations with your customer's expectations of quality service.
*Identify contact center procedural/process improvement opportunities.
*Use quality results to reinforce desired performance as well as improvement opportunities.
*Implement a recording solution which is natively integrated with your Customer experience platform.
*Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk and evaluate 100% of calls along with agent desktop screen activity.
*Simplify the process of creating forms (questionnaires) for evaluating interaction quality.
*Automate the selection of evaluations based upon business rules.
*Record all of your available customer digital channels along with agent desktop screen activity.
*Post-interaction surveys to obtain actionable feedback from your customers on their contact center experience with any/all communication channels.
|BuyerPersonas=Head of Customer Experience, Head of Contact Center(s), Chief Information Officer
|MaturityLevel=Differentiated
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=(1) Overall Quality Evaluation and Compliance Process flow
|BusinessImage=e4847979-35d8-4974-9c92-5bf5c2163d50
|BusinessFlowDescription=This process flow provides a overview of the complete process of the Quality Management, Recording and STA.

#<span lang="EN-US">Policies are created to manage the action to be taken on interactions. These actions include delete, retain, archive, export of an interaction recording. Policy actions can also include initiate screen recording, assign for evaluation or calibration, initiate a customer survey,</span>
##If the Policy action is to Delete the recording - no other actions can be applied to the interaction.
#If the policy action is to retain recording then an interaction is recorded and stored
#If policy includes Screen recording - a separate recording for screen activity is available and plays in sync with the interaction recording.
#If transcription is enabled then interaction is transcribed into text.
#If the interaction is assigned for evaluation - Evaluators receive a notice of assigned evaluations/ calibrations
##Evaluator completes and releases the evaluation
###If assigned for agent evaluation - agent receives a notice when there is completed evaluation available for them to review and optionally comment. Agents can view all of their evaluations through Performance > My Performance > Evaluations.
###Supervisors can view performance of their agents through Performance > Agents > Evaluations tab.
###If assigned for Calibration - Evaluators receive notice of assigned Calibration. Evaluators complete the calibration
###Quality Administrator accesses results to compare scoring variations between evaluators
#If the policy is assigned to send a survey for an interaction then customer receives survey invitation via email with the survey link. Customer feedbacks from the surveys will be linked to the interaction
#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.
#Supervisor/ Evaluator schedules Agent Coaching session Refer to [https://repository.docs.genesys.com/Draft:UseCases/Current/GenesysCloud/WE03 Use Case WE03].
}}{{SMART BusinessImageFlow
|BusinessFlow=(2) Voice and Digital Recording

Quality Management uses policies to manage all ACD recordings. Policies define the criteria that Genesys Cloud CX uses to determine which interaction recordings to retain, archive, delete, export, initiate screen recording, assign for evaluation, and/or calibration, and initiate surveys.
|BusinessImage=https://www.lucidchart.com/documents/edit/7662ca7c-9be2-4048-bbf1-04a7fedc805a/0
|BusinessFlowDescription=#Customer contacts one of the service lines of the company.
#For Voice channel, Genesys Cloud CX IVR (Optionally) plays an announcement that the call is going to be recorded.
##If Configured for Consent Option - The customer chooses whether to give consent to the recording. For more information about enabling participant recording, see [https://help.mypurecloud.com/articles/about-recording-in-purecloud/ About recording in Genesys Cloud CX] and [https://help.mypurecloud.com/articles/enable-line-recording/ Enable line recording].
###If the customer gives consent, Genesys Cloud CX will record the call.
###If the customer does not give consent, Genesys Cloud CX does not start recording the call.
#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 {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43|display text= Genesys Personalized Routing with Callback (CE43) for Genesys Cloud}}. The Inbound Voice routing strategy is not within the scope of this use case.
##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.
#Agent answers the call from any desk within the site.
##The agent may (if enabled) pause or resume the recording manually via the standard script ability when the agent needs to enter sensitive data.
#Customer or Agent disconnects the interaction.
#Genesys Cloud stops and stores the recording. Recordings are available for use in the Quality Evaluation, Calibration, and Survey Process.
#A supervisor listens to the recording.
#Legal and Compliance officer checks Genesys Cloud / retrieves recordings.
}}{{SMART BusinessImageFlow
|BusinessFlow=(3) Screen Recording
|BusinessImage=https://www.lucidchart.com/documents/edit/f7ead9d1-fa47-4c8f-b1cd-f15803bd76c1/0
|BusinessFlowDescription=#Add screen recording to a recording policy as one of your actions for any available interaction channel.
#In the recording policy, define the length of retention for screen recording.
#if the policy specifies that ACW (After call work) should be recorded then ACW is recorded.
#The customer makes contact on one of the available interaction channels.
#The recording begins. If a matching policy exists, recording begins and is retained.
#The agent or API can pause or resume recording.
#The conversation ends and streams are synchronized.
#The retained recordings are stored.
#The supervisor can search for or locate the interaction recording and play it, along with the screen recording of the desktop activity.
#Use screen recording along with interaction recording to assess agent performance, training needs, and contact center process improvement opportunities.
}}{{SMART BusinessImageFlow
|BusinessFlow=(4) Quality Evaluation
|BusinessImage=https://www.lucidchart.com/documents/edit/f7eca437-e128-4705-95d2-9fa893a5e46a/0
|BusinessFlowDescription=#Set up users. Genesys Cloud CX administrator sets up user roles and a related set of permissions. Standard users include:
#*Quality Admin
#*Evaluator
#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 choices, range, yes/no)
#**Addition of Evaluation assistance conditions
#**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.
#Supervisor can also manaully create a Evaluation at the interaction level and complete it against the interaction.
#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 assign interactions randomly 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.
#The evaluator is notified of assigned evaluations. The evaluator proceeds with the reviews for their assigned agents. Genesys Cloud CX evaluator dashboard provides insight to assigned and completed evaluations.
#The evaluator releases the evaluation for agent to review. Agent receives notification of completed evaluation available for their review.
#Agent accesses quality results in the Genesys Cloud CX ->Performance-> My Performance-> Evaluations tab
##Agent checks off acknowledgment they reviewed evaluation and can add any comments.
##If agent requests further review - Quality administrator or Evaluator can review and rescore the interaction.
###Agent receives notification of rescored evaluation available for their review and same steps as above.
#Quality evaluators and Supervisors can access the completed evaluations in the Genesys Cloud CX -> Performance -> Agents -> Evaluations.
}}{{SMART BusinessImageFlow
|BusinessFlow=(5) Post Interaction Survey
|BusinessImage=https://www.lucidchart.com/documents/edit/9220ebd9-d29e-4c6d-b265-1d0e43c94743/0
|BusinessFlowDescription=#Create the Survey Form.
#Create a survey Canned Response for Get External Contact.
#In Architect, create a Survey Invite Flow.
#Create a survey policy action to deploy the survey.
#The customer receives survey invitation via email that includes a web link to the survey.
#Survey results are received and viewable in Genesys Cloud CX:
#*View on the interaction
#*Survey Summary view
#*Survey Details view
#*Add survey data to Queues Performance view
}}{{SMART BusinessImageFlow
|BusinessFlow=(6) Speech and Text Analytics
|BusinessImage=https://www.lucidchart.com/documents/edit/48852f7f-5505-4f5a-9bd2-900dd554244b/0
|BusinessFlowDescription=#Voice interaction or digital interaction is recorded in Genesys Cloud CX.
#Genesys Cloud CX transcribes voice interaction through Genesys Native or Extended Voice Transcription Services
#The transcription is performed in real time based on Queue settings or Flow action; audio is transcribed in to speaker separated text.
#Words and phrases in voice and digital transcripts are analyzed for Customer Sentiment; a Customer Sentiment Score and Sentiment Trend are calculated for each interaction.
#Words and phrases in voice and digital transcripts are matched against phrases; based on strictness for Topic Spotting.
#<span lang="EN-CA">Add business-specific words or phrases within new or existing topics to improve voice transcription. https://help.mypurecloud.com/faqs/how-do-i-increase-the-accuracy-of-voice-transcription/</span>
#Users can search for, and pinpoint interactions, based on transcript words or phrases, detected topics or customers sentiment score or trend.
#Users can play back and view interaction transcript and view location of found events (sentiment and topics).
#Users can see aggregate topic and sentiment information across agents, queues and flows through Analytics Views.
#Users can drill down in to specific interactions from these Analytics Views to do root cause analysis
}}{{SMART BusinessImageFlow
|BusinessFlow=(7) Programs and Topics
|BusinessImage=6cbcb0ed-25f6-489e-9f43-0e2d7d7e986c#
|BusinessFlowDescription=#Create or Update out-of-the-box topics ([https://help.mypurecloud.com/articles/speech-and-text-analytics/ Create out-of-the-box topics])
##Admin -> Speech and Text Analytics -> Actions
##Select dialect (i.e. US English, etc.)
##If this is a new deployment, select Add new topics
##If this is an existing deployment with existing topics, select Merge topics and phrases
##Click Generate
#<span lang="EN-CA">Add business-specific words or phrases within new or existing topics to improve voice transcription. https://help.mypurecloud.com/faqs/how-do-i-increase-the-accuracy-of-voice-transcription/</span>
#Use Topic Miner to use key-phrase extraction to get a list of business specific topics that are already occurring within conversations; create Topics based on what is discovered through Topic Miner <span lang="EN-US">[https://help.mypurecloud.com/articles/about-the-topic-miner/ ( https://help.mypurecloud.com/articles/about-the-topic-miner/])</span>
#Set a Default Program, so that is there is no mapping to a Queue or Flow, then there is a fallback ([https://help.mypurecloud.com/articles/speech-and-text-analytics/ Select a Default Program])
#Create a new program and map it to the desired Queues and Flows ([https://help.mypurecloud.com/articles/work-with-a-program/ Create a Program])
#Assign any relevant out-of-the-box topics and newly created topics to the new program
##Admin -> Programs
##Select the program created above
##Click on the Selected topics tab
##Select the checkbox for the required topics
##Click Save Draft or click Publish
}}{{SMART BusinessImageFlow
|BusinessFlow=(8) Content Search
|BusinessImage=c9ae4fd6-6d64-49e0-953b-97ee64c40a35#
|BusinessFlowDescription=#Go to Performance -> Content Search
#Search by voice transcript content
##Transcript content – Displays interactions that contain specific word(s) in a transcription, with options to look for exact match, similar or not similar
#Search by Sentiment
##Sentiment Score: Filter interactions by the customer’s overall sentiment from -100 to +100. This score weighs all positive and negative markers at the end of the interaction to provide an indication of how the customer experienced their interaction with the contact center.
##Sentiment Trend: Filter interactions by the customer’s sentiment trend, which is determined by comparing the sentiment in the first half or more of the interaction to the sentiment in the last few phrases of the interaction.
#Search by Topics
##Search for transcripts that include selected topics: Interactions that have one or more phrases detected for the selected topics will be returned
##Search for transcripts that exclude selected topics: Interactions that do not have any detected phrases for the selected topics will be returned
#Save view selections
}}
|BusinessLogic=====Archiving and Deleting Criteria====
Genesys Cloud CX Policy can be configured to defined a archive and deletion actions for recordings and screen recordings. For more information [https://help.mypurecloud.com/articles/create-recording-policy/ Recording Policy]

====Pause / Resume recording====
Agents can pause or resume recordings as needed for compliance reasons. The ability for an agent to pause or resume a recording from the agent desktop is enabled or disabled based on customer requirements. APIs are also used to pause or resume a recording. If a recording of the interaction is paused for an interaction that is also being screen recorded, the pause/resume action is synchronized.

====View and Download recording and screen recording====
An interaction can have multiple recordings, including screen recordings. If applicable, navigate through the recordings associated with the interaction and to play the screen recording. For ,more information-> [https://help.mypurecloud.com/articles/view-screen-recording/ View a screen recording] and [https://help.mypurecloud.com/articles/download-a-recording/ Download recording]

====Quality Manager/ Administrator====
Roles will determine the access to recording and screen recording of users. Roles can be provided additional permissions based on business requirement. The Quality Administrator and Quality Evaluator roles have the additional permissions than a user for viewing quality and recordings. For more information -> [https://help.mypurecloud.com/articles/quality-management-roles-permissions/ Roles and Permissions]

====Evaluation Sessions====
To help ensure an agent's handling of interactions aligns with specific business requirements, evaluators receive assigned evaluations that they must complete according to the assignment process. A completed evaluation form provides a view into how an agent communicates with a customer. When used as part of evaluation sessions, these forms provide consistent and regular feedback and can help surface insightful results, comments, and suggestions. This can lead to formal skills training and action plans to improve agent performance. For more information-> [https://help.mypurecloud.com/articles/create-publish-evaluation-form/ Evaluation form]
|DistributionLogic=N/A
|AgentDeskRequirements=Quality Assurance and Compliance features are accessible from the Genesys Cloud CX application.
|RealTimeReporting=Genesys Cloud CX comes with several Reporting and Analytics features.

For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
|HistoricalReporting=Genesys Cloud CX comes with several Reporting and Analytics features.

For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
|GeneralAssumptions=*100% of ACD Interactions will be recorded. Internal calls (agent to agent) and inbound or outbound DID calls are not recorded.
*Recordings are based on what channels are configured.
*Screen recordings can be configured during interaction on any communication channel
*Surveys can be configured for any available channel.

<br />
|CustomerAssumptions=N/A
|RequiresOr=CE16, CE18, CE29, CE34, CE43
|DocVersion=1.1.4
|Video=468979114
|RelatedDocs={{TSSection
|sectionheading=Genesys Catalog WEM
|relatedarticles=https://catalog.genesys.com/wem-landing-page/

https://catalog.genesys.com/wem-landing-page/wem-disciplines/wem-quality-assurance-and-compliance-discipline/
}}
}}

UseCases/Current/GenesysCloud/WE01

2023-05-09T09:48:38Z

Shlandy93:

{{SMART UseCase
|ID=WE01
|Title=Quality Assurance and Compliance for Genesys Cloud CX (WEM)
|Offering=GenesysCloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Employee Productivity
|UCBenefit=Take advantage of the Quality evaluation criteria to create targeted evaluations to identify keys to successful sales and improve agent productivity
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Improve the efficiency of agents with insights from recordings, survey, and quality assessments to enable systematic improvement of NPS.
}}{{SMART Benefits
|UCBenefitID=Reduced IT Operational Costs
|UCBenefit=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
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Leverage the Quality evaluation results and Post interaction survey results to identify and address the root cause(s) of repeat contacts thereby improving FCRs.
}}{{SMART Benefits
|UCBenefitID=Improved Insights and Visibility
|UCBenefit=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.
}}
|UCOverview=The success of a contact center hinges on its ability to provide a high-quality experience to customers, achieve consistently high levels of quality and meet regulatory compliance. Further, Quality evaluators, Quality administrators, and Quality managers need efficient tools and integrated automated processes to ensure that all interactions are handled effectively and efficiently. Hence, Contact centers need systems that provide the functionalities to monitor, record, and evaluate the quality of agent customer interactions on all communication channels combined with recorded agent desktop activity. Further, the system should also have features to obtain customer satisfaction feedback through surveys upon the conclusion of their interaction with the contact center.

Businesses must evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every interaction. There is a need to distinguish important from routine interactions and generate the results in a consistent and automated manner. Also company's need to prevent risk arising out of lack of compliance and loss of valuable information.

Genesys Cloud CX<sup>TM</sup> Quality Assurance and Compliance consists of Integrated tools that help customers meet the above challenges. Genesys Cloud CX Interaction recording reliably records all voice and digital interactions and makes it easy to search and access recordings. Genesys Multi-monitor screen recording captures the agent desktop activity for up to four monitors while handling ACD interactions.

Genesys Cloud CX Speech and text analytics is a set of features that provide automated speech and text analytics capabilities on all interactions to provide deep insight into customer-agent conversations. For voice interaction, speech and text analytics provides automated transcription and employs speech-to-phrase grammar-based recognition. Along with non-linguistic analysis of recordings, speech and text analytics creates meaning from otherwise unstructured data. Sentiment analysis and Topic spotting enable Quality Managers to understand the overall sentiment of the interaction.

Genesys Cloud CX Quality Evaluation feature includes flexible evaluation forms for use with any recorded interaction. The evaluation workflow provides both automated and ad hoc assignments, 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 CX's survey is built in to the platform and is used to send a survey to customers after any media interaction i.e. 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. Genesys sends the survey to the customer via email with a web link to the survey. Geneys Cloud built in survey solutions allows organizations to gain insight into customer satisfaction/experience regardless of the channel and other related contact center metrics.

Organizations can use Genesys Cloud CX Quality Evaluation and Compliance tools to fulfill key use cases around agent performance improvement (decrease AHT, increase FCR, sales conversion, compliance, and customer satisfaction). These precise tools help improve employee culture, technology, and operations to plan and execute strategies that bring contact center quality to new heights.
|UCSummary=Genesys Cloud CX's 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 must 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 multichannel (voice and digital) capabilities for interaction recording, agent desktop screen recording (multi monitor), 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 CX Quality Assurance and Compliance provides visibility on the agent activity 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
*Identify which issues are related to agent problems and which to system/ workflow issues
*Agent's handling of multiple overlapping interactions
*Agent access to unauthorized activity
*Adherence to compliance requirements/regulations
*Impact to customer satisfaction
|PainPoints=*Managers, Supervisors, Coaches and Quality evaluators 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.
*Inability to record across all communication mediums reliably.
*Lack of useful metadata about recorded calls.
*High total cost of ownership (TCO) for recording.
*Desire to move away from incumbent recording vendor.
*Keeping the current recording solution updated with all recording channels and technology transformations.
*Need to get an ideal picture of the service quality of the employees to the customers and to understand customer's level of satisfaction across various communication channels.
|DesiredState=*Identify areas of improvement for agents by sharing the customer's perception of their experience.
*Identify and act on sources of customer satisfaction and frustration. Align quality evaluation expectations with your customer's expectations of quality service.
*Identify contact center procedural/process improvement opportunities.
*Use quality results to reinforce desired performance as well as improvement opportunities.
*Implement a recording solution which is natively integrated with your Customer experience platform.
*Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk and evaluate 100% of calls along with agent desktop screen activity.
*Simplify the process of creating forms (questionnaires) for evaluating interaction quality.
*Automate the selection of evaluations based upon business rules.
*Record all of your available customer digital channels along with agent desktop screen activity.
*Post-interaction surveys to obtain actionable feedback from your customers on their contact center experience with any/all communication channels.
|BuyerPersonas=Head of Customer Experience, Head of Contact Center(s), Chief Information Officer
|MaturityLevel=Differentiated
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=(1) Overall Quality Evaluation and Compliance Process flow
|BusinessImage=e4847979-35d8-4974-9c92-5bf5c2163d50
|BusinessFlowDescription=This process flow provides a overview of the complete process of the Quality Management, Recording and STA.

#Policies are created to manage the action to be taken on interactions. These actions include delete, retain, archive, export, initiate screen recording, assign for evaluation or calibration, initiate a survey, transcribe audio.
##If the Policy action is to Delete the recording - no other actions can be applied to the interaction.
#If the Policy action is to retain recording then an interaction is recorded and stored
#If policy includes Screen recording - a separate recording for screen activity is available and plays in sync with the interaction recording.
#If transcription is enabled then interaction is transcribed into text.
#If the interaction is assigned for evaluation - Evaluators receive a notice of assigned evaluations/calibrations
##Evaluator completes and releases the evaluation
###If assigned for agent evaluation - agent receives a notice when there is completed evaluation available for them to review and optionally comment. Agents can view all of their evaluations through Performance > My Performance > Evaluations.
###Supervisors can view performance of their agents through Performance > Agents > Evaluations tab.
###If assigned for Calibration - Evaluators receive notice of assigned Calibration. Evaluators complete the calibration
###Quality Administrator accesses results to compare scoring variations between evaluators
#If the policy is assigned to send a survey for an interaction then customer receives survey invitation via email with the survey link. Customer feedbacks from the surveys will be linked to the interaction
#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.
#Supervisor/ Evaluator schedules Agent Coaching session Refer to [https://repository.docs.genesys.com/Draft:UseCases/Current/GenesysCloud/WE03 Use Case WE03].
}}{{SMART BusinessImageFlow
|BusinessFlow=(2) Voice and Digital Recording

Quality Management uses policies to manage all ACD recordings. Policies define the criteria that Genesys Cloud CX uses to determine which interaction recordings to retain, archive, delete, export, initiate screen recording, assign for evaluation, and/or calibration, and initiate surveys.
|BusinessImage=https://www.lucidchart.com/documents/edit/7662ca7c-9be2-4048-bbf1-04a7fedc805a/0
|BusinessFlowDescription=#Customer contacts one of the service lines of the company.
#For Voice channel, Genesys Cloud CX IVR (Optionally) plays an announcement that the call is going to be recorded.
##If Configured for Consent Option - The customer chooses whether to give consent to the recording. For more information about enabling participant recording, see [https://help.mypurecloud.com/articles/about-recording-in-purecloud/ About recording in Genesys Cloud CX] and [https://help.mypurecloud.com/articles/enable-line-recording/ Enable line recording].
###If the customer gives consent, Genesys Cloud CX will record the call.
###If the customer does not give consent, Genesys Cloud CX does not start recording the call.
#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 {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43|display text= Genesys Personalized Routing with Callback (CE43) for Genesys Cloud}}. The Inbound Voice routing strategy is not within the scope of this use case.
##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.
#Agent answers the call from any desk within the site.
##The agent may (if enabled) pause or resume the recording manually via the standard script ability when the agent needs to enter sensitive data.
#Customer or Agent disconnects the interaction.
#Genesys Cloud stops and stores the recording. Recordings are available for use in the Quality Evaluation, Calibration, and Survey Process.
#A supervisor listens to the recording.
#Legal and Compliance officer checks Genesys Cloud / retrieves recordings.
}}{{SMART BusinessImageFlow
|BusinessFlow=(3) Screen Recording
|BusinessImage=https://www.lucidchart.com/documents/edit/f7ead9d1-fa47-4c8f-b1cd-f15803bd76c1/0
|BusinessFlowDescription=#Add screen recording to a recording policy as one of your actions for any available interaction channel.
#In the recording policy, define the length of retention for screen recording.
#if the policy specifies that ACW (After call work) should be recorded then ACW is recorded.
#The customer makes contact on one of the available interaction channels.
#The recording begins. If a matching policy exists, recording begins and is retained.
#The agent or API can pause or resume recording.
#The conversation ends and streams are synchronized.
#The retained recordings are stored.
#The supervisor can search for or locate the interaction recording and play it, along with the screen recording of the desktop activity.
#Use screen recording along with interaction recording to assess agent performance, training needs, and contact center process improvement opportunities.
}}{{SMART BusinessImageFlow
|BusinessFlow=(4) Quality Evaluation
|BusinessImage=https://www.lucidchart.com/documents/edit/f7eca437-e128-4705-95d2-9fa893a5e46a/0
|BusinessFlowDescription=#Set up users. Genesys Cloud CX administrator sets up user roles and a related set of permissions. Standard users include:
#*Quality Admin
#*Evaluator
#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 choices, 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.
#Supervisor can also manaully create a Evaluation at the interaction level and complete it against the interaction.
#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 assign interactions randomly 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.
#The evaluator is notified of assigned evaluations. The evaluator proceeds with the reviews for their assigned agents. Genesys Cloud CX evaluator dashboard provides insight to assigned and completed evaluations.
#The evaluator releases the evaluation for agent to review. Agent receives notification of completed evaluation available for their review.
#Agent accesses quality results in the Genesys Cloud CX ->Performance-> My Performance-> Evaluations tab
##Agent checks off acknowledgment they reviewed evaluation and can add any comments.
##If agent requests further review - Quality administrator or Evaluator can review and rescore the interaction.
###Agent receives notification of rescored evaluation available for their review and same steps as above.
#Quality evaluators and Supervisors can access the completed evaluations in the Genesys Cloud CX -> Performance -> Agents -> Evaluations.
}}{{SMART BusinessImageFlow
|BusinessFlow=(5) Post Interaction Survey
|BusinessImage=https://www.lucidchart.com/documents/edit/9220ebd9-d29e-4c6d-b265-1d0e43c94743/0
|BusinessFlowDescription=#Create the Survey Form.
#Create a survey Canned Response for Get External Contact.
#In Architect, create a Survey Invite Flow.
#Create a survey policy action to deploy the survey.
#The customer receives survey invitation via email that includes a web link to the survey.
#Survey results are received and viewable in Genesys Cloud CX:
#*View on the interaction
#*Survey Summary view
#*Survey Details view
#*Add survey data to Queues Performance view
}}{{SMART BusinessImageFlow
|BusinessFlow=(6) Speech and Text Analytics
|BusinessImage=https://www.lucidchart.com/documents/edit/48852f7f-5505-4f5a-9bd2-900dd554244b/0
|BusinessFlowDescription=#Voice interaction or digital interaction is recorded in Genesys Cloud CX.
#Genesys Cloud CX transcribes voice interaction through Genesys Native or Extended Voice Transcription Services
#The transcription is performed in real time based on Queue settings or Flow action; audio is transcribed in to speaker separated text.
#Words and phrases in voice and digital transcripts are analyzed for Customer Sentiment; a Customer Sentiment Score and Sentiment Trend are calculated for each interaction.
#Words and phrases in voice and digital transcripts are matched against phrases; based on strictness for Topic Spotting.
#Users can search for, and pinpoint interactions, based on transcript words or phrases, detected topics or customers sentiment score or trend.
#Users can play back and view interaction transcript and view location of found events (sentiment and topics).
#Users can see aggregate topic and sentiment information across agents, queues and flows through Analytics Views.
#Users can drill down in to specific interactions from these Analytics Views to do root cause analysis
}}{{SMART BusinessImageFlow
|BusinessFlow=(7) Programs and Topics
|BusinessImage=6cbcb0ed-25f6-489e-9f43-0e2d7d7e986c#
|BusinessFlowDescription=#Create or Update out-of-the-box topics ([https://help.mypurecloud.com/articles/speech-and-text-analytics/ Create out-of-the-box topics])
##Admin -> Speech and Text Analytics -> Actions
##Select dialect (i.e. US English, etc.)
##If this is a new deployment, select Add new topics
##If this is an existing deployment with existing topics, select Merge topics and phrases
##Click Generate
#Use Topic Miner to use key-phrase extraction to get a list of business specific topics that are already occurring within conversations; create Topics based on what is discovered through Topic Miner
#Set a Default Program, so that is there is no mapping to a Queue or Flow, then there is a fallback ([https://help.mypurecloud.com/articles/speech-and-text-analytics/ Select a Default Program])
#Create a new program and map it to the desired Queues and Flows ([https://help.mypurecloud.com/articles/work-with-a-program/ Create a Program])
#Assign any relevant out-of-the-box topics and newly created topics to the new program
##Admin -> Programs
##Select the program created above
##Click on the Selected topics tab
##Select the checkbox for the required topics
##Click Save Draft or click Publish
}}{{SMART BusinessImageFlow
|BusinessFlow=(8) Content Search
|BusinessImage=c9ae4fd6-6d64-49e0-953b-97ee64c40a35#
|BusinessFlowDescription=#Go to Performance -> Content Search
#Search by voice transcript content
##Transcript content – Displays interactions that contain specific word(s) in a transcription, with options to look for exact match, similar or not similar
#Search by Sentiment
##Sentiment Score: Filter interactions by the customer’s overall sentiment from -100 to +100. This score weighs all positive and negative markers at the end of the interaction to provide an indication of how the customer experienced their interaction with the contact center.
##Sentiment Trend: Filter interactions by the customer’s sentiment trend, which is determined by comparing the sentiment in the first half or more of the interaction to the sentiment in the last few phrases of the interaction.
#Search by Topics
##Search for transcripts that include selected topics: Interactions that have one or more phrases detected for the selected topics will be returned
##Search for transcripts that exclude selected topics: Interactions that do not have any detected phrases for the selected topics will be returned
#Save view selections
}}
|BusinessLogic=====Archiving and Deleting Criteria====
Genesys Cloud CX Policy can be configured to defined a archive and deletion actions for recordings and screen recordings. For more information [https://help.mypurecloud.com/articles/create-recording-policy/ Recording Policy]

====Pause / Resume recording====
Agents can pause or resume recordings as needed for compliance reasons. The ability for an agent to pause or resume a recording from the agent desktop is enabled or disabled based on customer requirements. APIs are also used to pause or resume a recording. If a recording of the interaction is paused for an interaction that is also being screen recorded, the pause/resume action is synchronized.

====View and Download recording and screen recording====
An interaction can have multiple recordings, including screen recordings. If applicable, navigate through the recordings associated with the interaction and to play the screen recording. For ,more information-> [https://help.mypurecloud.com/articles/view-screen-recording/ View a screen recording] and [https://help.mypurecloud.com/articles/download-a-recording/ Download recording]

====Quality Manager/ Administrator====
Roles will determine the access to recording and screen recording of users. Roles can be provided additional permissions based on business requirement. The Quality Administrator and Quality Evaluator roles have the additional permissions than a user for viewing quality and recordings. For more information -> [https://help.mypurecloud.com/articles/quality-management-roles-permissions/ Roles and Permissions]

====Evaluation Sessions====
To help ensure an agent's handling of interactions aligns with specific business requirements, evaluators receive assigned evaluations that they must complete according to the assignment process. A completed evaluation form provides a view into how an agent communicates with a customer. When used as part of evaluation sessions, these forms provide consistent and regular feedback and can help surface insightful results, comments, and suggestions. This can lead to formal skills training and action plans to improve agent performance. For more information-> [https://help.mypurecloud.com/articles/create-publish-evaluation-form/ Evaluation form]
|DistributionLogic=N/A
|AgentDeskRequirements=Quality Assurance and Compliance features are accessible from the Genesys Cloud CX application.
|RealTimeReporting=Genesys Cloud CX comes with several Reporting and Analytics features.

For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
|HistoricalReporting=Genesys Cloud CX comes with several Reporting and Analytics features.

For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
|GeneralAssumptions=*100% of ACD Interactions will be recorded. Internal calls (agent to agent) and inbound or outbound DID calls are not recorded.
*Recordings are based on what channels are configured.
*Screen recordings can be configured during interaction on any communication channel
*Surveys can be configured for any available channel.

<br />
|CustomerAssumptions=N/A
|RequiresOr=CE16, CE18, CE29, CE34, CE43
|DocVersion=1.1.4
|Video=468979114
|RelatedDocs={{TSSection
|sectionheading=Genesys Catalog WEM
|relatedarticles=https://catalog.genesys.com/wem-landing-page/

https://catalog.genesys.com/wem-landing-page/wem-disciplines/wem-quality-assurance-and-compliance-discipline/
}}
}}

UseCases/Current/GenesysCloud/CE11

2023-04-04T12:00:35Z

Shlandy93: UCC: Updated Business Logic based on PM Review

{{SMART UseCase
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Conversion Rates
|UCBenefit=Conversion rates, cross-sells, and up-sell rates improve through the ability to automatically generate outbound calls and empowering agents with single searchable desktop application that shows customer context.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=Use agents/employees for outbound campaigns. Optimize the number of agent-handled calls by increasing the number of Right Party Contacts through predictive dialing.
}}{{SMART Benefits
|UCBenefitID=Increased Contact Rate
|UCBenefit=Automated handling of voicemail and unanswered calls improves right party contacts.
}}{{SMART Benefits
|UCBenefitID=Reduced Volume of Interactions
|UCBenefit=Send communications proactively through outbound channels. Drive inbound calls by using agent or automated messaging and CID.
}}{{SMART Benefits
|UCBenefitID=Reduced Customer Churn
|UCBenefit=Improved customer experience, and in consequence, a reduction in customer churn allows organizations to save on the costs associated with acquiring new customers plus avoids the loss of future revenue.
}}
|UCOverview=A company must make outbound calls to start contact with its customers which are based on specific business rules for sales, marketing, care, or collections. This use case describes the ability to configure and run outbound dialing campaigns – both automated and agent-assisted – based on customer-provided contact lists.

Generating new business and up-selling existing customers is a critical part of any business. The challenges of Sales and marketing organizations include improving the efficiency of their team members increasing reach, contact rates, response rates, revenue, and complying with industry regulations.

Sales and lead development reps are manually dialing customers and prospects for sales and marketing purposes, which are expensive and wastes time. Companies are managing communication channels in silos and don't have an integrated, multichannel outbound platform. All companies must follow industry regulations and manage for compliance risk.

''Improved Effectiveness / Higher Return on Investment''

*Improved Return on Investment of outbound sales and marketing campaigns (for example telemarketing; upsell/cross-sell; customer win-back; loyalty/promotions)
*Leads are routed to sales agents within seconds (not minutes, hours, or days) since "speed to lead" follow-up is crucial in many sales environments. This drives lead contact rates and conversion rates while decreasing call abandonment rates
*Sales departments are using predictive, progressive, and preview dialing modes instead of making manual dials and outbound call volume is efficiently paced. The various dialing modes result in more sales conversations and increases agent productivity
*Companies are using multiple channels

''Happier Agents''

*Automated channels are used when appropriate to improve agent efficiency and satisfaction by removing low value calls and wasted time
*Productive and highly utilized agents have more opportunities to close business and meet their sales quotas

''Happier Legal Team''

*Compliance and business rules are accurately maintained to ensure enterprise-wide contact strategy adherence
|UCSummary=The Genesys system supports both agent-assisted and automated outbound call campaigns in various dialing modes, including predictive, power, progressive, preview, and agentless. Companies tell Genesys which consumers they want to contact. Companies blend contact strategies and escalate outreach attempts from automated calls to agent-assisted. The system records delivery results for use in reports.

A company can use its marketing, CRM, or collections system to generate contact lists based on a one-time event, recurring events, or trigger-based events. The contact lists include the appropriate contact details, such as contact name, contact phone number, and contact reason. The system records delivery results for use in reports.

Sales and lead development reps are manually dialing customers and prospects for sales and marketing purposes, which are expensive and wastes time. Companies are managing communication in silos and don't have an integrated, outbound dialing campaign. All companies must follow industry regulations and manage for compliance risk.
|PainPoints=* Calls by agents are effective, but they are expensive and can lose effectiveness over time.
* Low agent utilization due to subpar predictive dialling or an overreliance on manual dialling.
* Unable to efficiently pace outbound volume resulting in agent idle-time or call abandonment inefficiencies.
* Inability to prevent too many contact attempts to the same consumer or to meet compliance requirements such as excluding mobile numbers without opt-in.
* Cannot proactively contact sales opportunities.
|DesiredState=* Optimally pace contact attempts while taking the expected impact on inbound/outbound interactions and agent availability into consideration
* Self-service campaign management enables business users to create rules and maintain compliance
* Contact opted in consumers (assumes company provides preferences as part of their contact lists)
|BuyerPersonas=Head of Customer Experience, Head of Sales Operations, Head of Business Units
|MaturityLevel=Differentiated
|SellableItems=Genesys Cloud CX 1 if only agent based outbound will be performed OR Genesys Cloud CX 2 or greater if agentless (IVR) outbound notification will be used.
|PremiseAssumptionsAdditional_Sales=*This use case is not available in Premise
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=(1)
|BusinessImage=https://www.lucidchart.com/documents/edit/c7359fcc-d975-4181-b638-5b16f0a6523b
|BusinessFlowDescription=#An admin (or Genesys PS) configures the campaign strategy and settings in Genesys Cloud CX.
#The admin loads the contact(s) in Genesys Cloud CX. This is done either manually via a .csv file or via the API.
#The campaign begins contacting consumers based on the campaign strategy set in Step 1. Before starting a call, Genesys Cloud CX checks each contact or record against the associated Do Not Call lists. Genesys looks at the callable time set or the time zone mapping (depending on the customer's preference), and any other custom rules the customer has designed. (BL1, BL2)
#The person constructing the campaign in Genesys Cloud CX configures the dialing mode as Preview, Progressive, Power, Predictive, or Agentless - see Outbound Dialing Flow for details
#For an outbound IVR, there are several possible results (BL1, BL2, DR1) - See Outbound IVR flow for details
#Based on the call result, Genesys Cloud CX may make additional attempts to reach the contact in the same channel. This is configured in the campaign settings in Step 1 of this use case. (DR1)
}}{{SMART BusinessImageFlow
|BusinessFlow=(2) Outbound IVR Flow
|BusinessImage=https://www.lucidchart.com/documents/edit/d1b8eded-e0ec-429f-b7c8-309ed4e1de24/0
|BusinessFlowDescription=For an outbound IVR, there are several possible results (BL1, BL2, DR1):

*Bad number or no answer
**The call disconnects.
**Genesys Cloud CX automatically stores the call result.
*Answering Machine
**The call either disconnects, is sent to a queue to be handled by an agent, or a message is played (based on the chosen configuration in Step 1).
**Genesys Cloud CX automatically stores the call result.
*Live party connect
**The call plays the outbound IVR message.
**The contact can opt out of future calls. To do this, include the IVR option, “Press 9 to opt out of future calls.”
**(Optional) The customer's admin can offer the option to connect to a live agent (based on the chosen configuration.) To do this, include the IVR option, “Press 2 to connect to a live agent” and then route calls to a phone number provided by the company.
**If the contact does not choose to connect to a live agent, the call disconnects.
**Genesys Cloud CX automatically stores the call result.
}}{{SMART BusinessImageFlow
|BusinessFlow=(3) Outbound Dialing Flow
|BusinessImage=https://www.lucidchart.com/documents/edit/e88803bb-06ae-42e7-8a92-0f58459b6d07/0
|BusinessFlowDescription=The person constructing the campaign in Genesys Cloud CX configures the dialing mode as Preview, Progressive, Power, Predictive, or Agentless:

*In Preview mode, the agent receives or retrieves a record and initiates the call. An optional timer automatically launches the call for the agent.
*In Progressive mode, Genesys Cloud CX automatically places the call-based agent availability for the specific campaign. Call analysis ensures connections (human or machine answers).
*In Power mode, Genesys Cloud CX automatically places calls in parallel based on a pacing algorithm that determines when an agent is available.
*In Predictive mode, Genesys Cloud CX automatically places the call based on the pacing algorithm and expected agent availability.
*In Agentless mode, Genesys Cloud CX automatically places calls based on the number of lines specified in the campaign settings. Depending on whether a machine or live person answers the call, the call can either be transferred to an outbound flow (IVR) or disconnected.
*For each call attempt, there are several possible results:
**Bad number or no answer:
***In Preview mode, the agent hangs up and chooses a wrap-up code that Genesys Cloud CX stores with the call record.
***In Progressive, Power, Predictive, or Agentless modes, the call disconnects and Genesys Cloud CX automatically stores the call result.
**Answering machine:
***In Preview mode, the agent can optionally leave a message. Based on the wrap-up code chosen by the agent, Genesys Cloud CX could try the call again later. Genesys Cloud CX automatically stores the call result.
***In Progressive, Power, Predictive, or Agentless modes, the call can be disconnected, sent to an agent's queue, or sent to the outbound Architect flow (IVR) to hear a message (based on the chosen configuration in Step 1). Genesys Cloud CX automatically stores the call result.
**Live party connect:
***The call plays the outbound IVR message.
***The contact can opt out of future calls. To do this, include the IVR option, “Press 9 to opt out of future calls.”
***(Optional) The customer's admin can offer the option to connect to a live agent (based on the chosen configuration.) To do this, include the IVR option, “Press 2 to connect to a live agent” and then route calls to a phone number provided by the company.
***If the contact does not choose to connect to a live agent, the call disconnects.
***Genesys Cloud CX automatically stores the call result.
}}
|BusinessLogic====BL1===
====Contact Records====
The admin loads the contacts in Genesys Cloud CX. Genesys does not configure the API calls from external systems to add contacts. A custom solution can do this work as a custom SOW at extra cost.
====Agentless Campaigns====
The customer can configure their campaigns with various dialing modes, including Agentless (IVR). The customer or Genesys PS configures the dialing mode of a campaign before uploading the contact list. The admin or Genesys PS also configures any pre-recorded messages and IVR flows for automated outbound calls.
====Campaign Settings====
The customer admin or Genesys PS configures various campaign settings such as:

*Scheduling
*Maximum attempts
*Do Not Call (DNC) options
*Default* agent script
*Contact list
*Pacing
*Rule sets
*Priority
*Sorting (Dynamic or Static)
*Caller ID
*Filter
*ACD queue
*Time zone mapping

<sup>*</sup><small>More advanced scripts are part of the Genesys services catalog.</small>

====Dialing Mode: Preview, Progressive, Power, Predictive, Agentless====
A customer can choose to run outbound dialing campaigns using Preview, Progressive, Power, Predictive, or Agentless modes. Either the customer admin or Genesys PS configures the campaign. A customer can also designate specific contacts to always be dialed in Preview mode (Precise Dialing). Preview mode ensures that an agent is available when the specific customer answers.

If Preview mode is used, customers can assign ownership to an agent so they will only those records. This is helpful by combining several individual campaigns into a single one.
====Answering Machine Detection (AMD====
Call analysis (CPD) that includes AMD detects whether an answering machine or a live person is answering the phone before connecting the call to an agent. A customer can also choose whether to disconnect, play a message, or send the call to an IVR flow when a call connects. A customer can also disable AMD for compliance reasons, or if the customer wants to have agents handle all connected calls to ensure that an agent is available when the customer answers.
===BL2===
====DNC Lists====
Do Not Contact lists should include customers who have opted out of previous campaigns and a country-specific DNC list (if applicable). A customer can apply multiple DNC lists to a campaign. When a consumer opts out of a campaign, they should be added to the DNC list. Customers can also upload another DNC list or add an individual to an existing DNC list. These suppression lists can then be applied to future campaigns at the campaign level. DNC lists can also be outsourced to one of our integrated partners, DNC.com, or Gryphon Networks. They can manage their subscriptions to those services and customize several options including wireless and VoIP identification.

For internal DNC lists, users can now set an expiration time/date for a DNC record. After this time, the system will ignore the entry and proceed with making an attempt. Our DNC.com integration features the ability to block restricted days such as state holidays as well as specific time of day restrictions.
====Personalization====
For Agentless (IVR) campaigns, the content of the messaging can be personalized (TTS audio).
|DistributionLogic====DR1===
====Agentless - Connect to Agent Option====
Agentless option requires implementation of Inbound, please see the Use Case Interdependencies section.
|CustomerInterfaceRequirements=There is no applicable content for this section.
|AgentDeskRequirements=*The agent must be able to add contacts to the Do Not Call list (DNC) or to make the contact uncallable via the agent script or wrap-up code.
*The agent must be able to enter a wrap-code for each call (such as Cross Sell, Need Follow Up, Not Right Skill, Processed, Stopped, Transferred, Up Sell). The Customer Admin or Genesys PS configures the wrap-up codes (included within the corresponding use cases).
|RealTimeReporting=Use Genesys Cloud CX Performance dashboards and views for real-time reporting on active outbound campaigns. Use agents for outbound dialer campaigns and improve campaign performance.

*Watch campaigns run in real time on Performance Outbound Campaigns dashboards. Monitor connect rates, abandoned calls, and the progress of each running campaign. Select a campaign on the [https://help.mypurecloud.com/articles/campaigns-dashboard-page Campaigns dashboard page] and observe the number of idle agents, the abandon rates compared with target rates, number of calls blocked by Do Not Call lists etc. The [https://help.mypurecloud.com/articles/outbound-campaign-details-view Outbound campaign details view] shows campaign statistics, wrap-up call details, live or historical interactions, and scheduled interactions for a campaign.
*See detailed information on agent metrics to improve the performance of outbound campaigns. View a list of outbound campaign interactions specific to an agent in [https://help.mypurecloud.com/articles/agents-interactions-detail-view Agents Interactions Detail view], and monitor successfully completed sales in [https://help.mypurecloud.com/articles/agents-wrap-up-detail-view Agents] wrap-up [https://help.mypurecloud.com/articles/agents-wrap-up-detail-view Detail view].
*View in-progress and completed interactions associated with outbound campaigns in [https://help.mypurecloud.com/articles/interactions-view Interactions view]. This view displays interactions associated with multiple campaigns and outbound interactions associated with selected contact lists.
*See [https://help.mypurecloud.com/articles/queues-interactions-detail-view Queues Interactions Detail view], in Performance Queues, for in-progress and completed interactions associated with outbound campaigns for specific queues and selected contact lists.

<br />
|HistoricalReporting=To improve performance of outbound campaigns, use Genesys Cloud CX reports to see past metrics and data for your dialer campaigns.

*The [https://help.mypurecloud.com/articles/dialer-campaign-detailed-attempt-history-report Dialer Campaign Detailed Attempts History report] displays outbound interaction attempts for one or more campaigns during a specific date and time range. It contains information such as caller ID number and name, the total amount of time spent on wrap-up for the interaction, and the amount of time between the customer answering the call and the call transferring into an outbound flow.
*The [https://help.mypurecloud.com/articles/dialer-campaign-success-results-interval-report Dialer Campaign Success Results by Interval report] includes totals for the interval, by day, for the number of dials, contacts, and abandons for the campaign. If a report includes more than one dialer campaign, the report aggregates the totals for all the campaigns. The report includes the percentage of: contacts compared with the calls placed, abandoned calls compared with the calls placed, and abandoned calls compared with the number of contacts.
*The [https://help.mypurecloud.com/articles/dialer-campaign-success-results-day-report Dialer Campaign Success Results by Day report] displays a daily breakdown of the results for one or more dialer campaigns during a specific date range. The report includes weekly and monthly totals for the number of dials, contacts, and abandons for the campaign. The report includes the percentage of: contacts compared with the calls placed, abandoned calls compared with the calls placed, and abandoned calls compared with the number of contacts.
|CustomerAssumptions=*The customer provides Genesys with the contact list from their own CRM, marketing, or collections database. This contact list can be either a flat file or an on-demand trickle-feed that applies the Genesys Cloud CX REST API. Note: development work to write against the API is not included as part of this use case.
*The customer is responsible for recording and providing any required announcements and recordings[LF1].
*The customer handles compliance as follows:
**The customer has acquired the proper level of express opt-in consent from its contacts to receive Sales and Marketing calls and automated messages.
**The customer maintains an auditable list and honors opt-out requests.
**The contact lists that are loaded into Genesys Cloud CX contain only customers to whom calls can be made according to the corresponding local compliance rules.
*The outbound solution can be configured based on the customer's understanding and direction of compliance with local outbound calling regulations at the site of the installation. The customer is responsible for compliance with laws and regulations regarding outbound calling and automatic dialing. It is recommended that the customer's legal department confirms that the organization is in full compliance with these regulations.
|Optional=CE43
|PremiseAssumptionsAdditional=N/A
|DocVersion=V 1.1.3
|Video=407614711
|RelatedDocs={{TSSection}}
}}

UseCases/Current/GenesysCloud/EE31

2023-03-14T09:55:45Z

Shlandy93: UCC: Use Case will now cover native Genesys Agent Assist product

{{SMART UseCase
|ID=EE32
|Title=Genesys Agent Assist with Google Contact Center AI
|Offering=GenesysEngage-onpremises
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=A constantly-evolving knowledge base trains agents in real time.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Satisfaction
|UCBenefit=Agents tackle more complex business inquiries with AI assistance.
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Present relevant suggestions in real-time to help the agent resolve the caller's inquiry.
}}{{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=By empowering agents to more effectively provide answers, callers enjoy a quicker, more positive experience.
}}
|UCOverview=A positive customer experience relies on the ability of the company or provider to answer a customer's request, provide excellent service, and deliver on the requested outcome. Contact centers are often the single point of contact for customers, and it is critical that agents properly and effectively handle these interactions. Agents must navigate knowledge and FAQs to find answers and resolve customer inquiries - which takes time that could be better spent on activities that improve customer service or sales outcome.

With Agent Assist, companies can rely on the power of artificial intelligence (AI) to monitor and analyze the conversation and then deliver contextual, relevant information drawn from a knowledge base to provide relevant suggestions to the agent. The agent spends time assisting the customer based on the suggested results, rather than digging for information. To improve the knowledge base for future use, an agent may verify whether the suggestions that Genesys Agent Assist AI returns are relevant.

Genesys offers Agent Assist as a native AI capability fully integrated into Genesys Cloud CX. Genesys also enables customers to use Google CCAI transcription and knowledge services for voice-based Agent Assist as an alternative.
|UCSummary=During a call or digital interaction between a customer and an agent, to assist the agent, Genesys Cloud Agent Assist presents relevant, real-time suggestions to the agent in their desktop. Agent assist provides contextually relevant knowledge suggestions, such as answers to frequently asked questions to the agent in real time. The knowledge empowers the agent, provides the right information at the right time, and enables the agent to provide better support to a end-customer.
|PainPoints=* Agents without the right information will give the wrong answer or take precious time finding the correct answer.

* Agents spend an average of 12.5% of their work-week looking for information.

* Agents want to help customers. If they don’t know how, they get frustrated.

* Training material becomes quickly outdated.
|DesiredState=* Agent Assist empowers agents to be CX Heroes by giving them contextually relevant knowledge suggestions in real-time as they talk.

* Commonly asked questions related to the live conversation are automatically served up as needed without agents having to look them up manually.
|BuyerPersonas=Head of Customer Experience, Head of Contact Center(s), Chief Information Officer
|MaturityLevel=Differentiated
|CloudAssumptionsAdditional_Sales=Must be an Engage Cloud customer with English (US-En) speaking agents deployed in North American region.

Must be willing to provide a reference.

Must be using Engage Cloud IVR, Designer 9 and WWE 9.
|PremiseAssumptionsAdditional_Sales=Not available for premise at this time.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow='''Proactive Knowledge Surfacing'''
|BusinessImage=e9e30f01-7227-4ac3-88d1-ae6346edac58
|BusinessFlowDescription='''1.'''Genesys connects the user to the live agent.

'''2'''.The agent sees the context (for example bot intents and slots) of the users journey in the agent desktop.

'''3.'''Genesys Agent Assist monitors the conversation.

'''4.'''During the voice conversation, the following happens:

For Voice Interactions:

*Real-time audio of the voice interaction is streamed to Genesys Transcription service.
*Agent Assist displays the real-time transcription of the voice call.
*Agent Assist service returns real-time knowledge suggestions.
*The suggested content is displayed to the agent automatically in a live stream of suggestions during the conversation.

For Digital Interactions:

*Agent Assist service returns real-time knowledge suggestions.
*The suggested content is displayed to the agent automatically in a live stream of suggestions during the conversation.

'''5.'''The agent can do the following with the live stream of suggestions:

*Click to expand the suggested content to read more (BL1).
*For Voice: Read the suggested content directly to the customer or use it to assist with the interaction (BL2).
*For Digital: one click copy the content to the chat window.

'''6.'''The agent can rate (upvote/downvote) to improve the AI suggestions model over time. The more that Agent Assist is used and content rated by agents, the better the suggestions will be in the future. (BL3, BL4).

<br />
}}
|BusinessLogic='''BL1: Review knowledge:''' The agent performs a high-level assessment to ensure the information returned from Agent Assist is appropriate and relevant to the current conversation.

'''BL2: Leverage knowledge:''' The agent communicates relevant information to the end-customer, or they use the information to perform the required "back-end" actions to resolve the customer issue.

'''BL3: Rate knowledge:''' Agent assist may provide an agent with multiple pieces of information during the interaction. Agents should rate the information using the thumbs up / thumbs down buttons to verify as r''elevant'' or i''rrelevant''.

'''BL4: Resolve issue or continue conversation:''' If the end-customer issue is not adequately resolved, the agent continues the conversation with the end-customer to trigger Agent Assist to surface additional information. If Agent Assist is unable to provide appropriate information to resolve the end-customers issue, Agents should follow their corporate escalation policy to ensure that expectations are fulfilled.
|DistributionLogic=Since the end-customer is already speaking with an agent in real time, any subsequent call steering is likely to be manually directed by the agent.
|CustomerInterfaceRequirements=<br />
|AgentDeskRequirements=There is no applicable content for this section.
|RealTimeReporting=The knowledge dashboard for Genesys Agent Assist gives overview about knowledge base article activities. Genesys Agent Assist metrics and reporting provides insight about presented, opened and copied articles. For more information, see https://rcstaging.wpengine.com/?p=280180
|HistoricalReporting=In the knowledge optimizer dashboard, you can analyze the effectiveness of your knowledge base. In this view, you can see the following metrics:

*All queries in a specific time frame and the breakdown, in percentages, of answered and unanswered queries.
*All answered queries in a specific time frame and the breakdown, in percentages, of the application from which the conversation originated.
*All unanswered queries in a specific time frame and the breakdown, in percentages, of the application from which the conversation originated.
*Top 20 articles and the frequency in which an article appeared in a conversation.
*Top 20 answered queries and the frequency in which each answered query appeared in a conversation.
*Top 20 unanswered queries and the frequency in which each unanswered query appeared in a conversation.

see https://help.mypurecloud.com/articles/knowledge-optimizer-overview/
|DocVersion=v 2.0.0
|GeneralAssumptions=Customers and/or Genesys Professional Services are responsible for managing and uploading their own knowledge base content into Genesys Knowledge Workbench to be used by Agent Assist.
|CustomerAssumptions=<br />
|RequiresOr=CE01, CE34
|Optional=CE31, CE41, EE31
|OperationalRequirements=.
}}

UseCases

2022-12-09T11:06:35Z

Shlandy93: Published

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Draft:UseCases

2022-12-09T11:06:26Z

Shlandy93:

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UseCases/Current/GenesysCloud/CE12

2022-11-22T12:35:31Z

Shlandy93: UCC: Republished use case to include email capabilities

{{SMART UseCase
|ID=CE12
|Offering=GenesysEngage-cloud
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Reduced Volume of Interactions
|UCBenefit=Decrease inbound interactions by proactively sending communications through SMS and email.
}}{{SMART Benefits
|UCBenefitID=Improved Conversion Rates
|UCBenefit=Conversion rates, close rates, cross-sells, and up-sell rates improve through the ability to automatically generate outbound messages and empower agents with a single searchable desktop application that shows customer context.
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Improve Net Promoter Score (NPS) by proactively notifying customers through SMS and email interactions.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Occupancy
|UCBenefit=Reduce agent-assisted outbound calls by automatically sending communications through SMS and email.
}}
|UCOverview=Consumers want businesses to send them proactive notifications when that information is personalized, timely, and relevant. Automated notifications are an efficient, quick way to notify customers of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys, and much more. Many companies struggle with adding the SMS channel to their outbound notification strategy for marketing, care, or collections. This use case offers the ability to configure and execute outbound SMS / Email campaigns.
|UCSummary=This use case illustrates how companies proactively send customers notifications using SMS or email for marketing, care, or collections purposes. The company can use its marketing, CRM, or collections system to generate contact lists to generate an SMS or email campaign. The lists can include the appropriate contact details, such as contact name, mobile phone number, email address and contact reason. The system records delivery results to feed into reports. Public APIs are useful to send a message based on a one-time event, recurring events, or trigger-based events without needing to build and maintain a traditional "blast" campaign.

Outbound SMS / Email notification examples include:
{{{!}} style="width: 695px;" border="1" data-mce-style="width: 695px;"
{{!}}-
! style="width: 186px;" data-mce-style="width: 186px;"{{!}}Financial Services
! style="width: 165px;" data-mce-style="width: 165px;"{{!}}Telecom
! style="width: 160px;" data-mce-style="width: 160px;"{{!}}Healthcare
! style="width: 158px;" data-mce-style="width: 158px;"{{!}}Utilities
{{!}}-
{{!}} style="width: 186px;" data-mce-style="width: 186px;"{{!}}
*New customer engagement
*Replenish prepaid card reminders
*Payment reminders
*Fraud alerts
{{!}} style="width: 165px;" data-mce-style="width: 165px;"{{!}}
*Going over plan alerts
*Payment reminders
*Upgrade eligibility
*Customer win -back
{{!}} style="width: 160px;" data-mce-style="width: 160px;"{{!}}
*Appointment reminders
*Wellness updates
*Refill prescriptions
*Claim status updates
{{!}} style="width: 158px;" data-mce-style="width: 158px;"{{!}}
*Service call confirmation
*Planned downtime
*Outage status
*Payment reminders
{{!}}-
! style="width: 186px;" data-mce-style="width: 186px;"{{!}}Retail
! style="width: 165px;" data-mce-style="width: 165px;"{{!}}Insurance
! style="width: 160px;" data-mce-style="width: 160px;"{{!}}Collection Agencies
! style="width: 158px;" data-mce-style="width: 158px;"{{!}}Travel and Hospitality
{{!}}-
{{!}} style="width: 186px;" data-mce-style="width: 186px;"{{!}}
*Promotional Messaging
*Order confirmations
*Product recalls
*Loyalty program activity
{{!}} style="width: 165px;" data-mce-style="width: 165px;"{{!}}
*Quote follow-up
*Payment reminders
*Claims status updates
*Renewal notice
{{!}} style="width: 160px;" data-mce-style="width: 160px;"{{!}}
*Payment reminders
*Late payment alterations
*Payment confirmations
{{!}} style="width: 158px;" data-mce-style="width: 158px;"{{!}}
*Booking confirmation
*Upselling service
*Payment reminders
*Travel updates
*Loyalty program activity
{{!}}}
|PainPoints=* Unable to keep customers informed about their accounts and the products and services they use
* Can’t engage with customers over their preferred channels
* Unable to deflect avoidable inbound contacts resulting in higher agent costs and lower satisfaction
|DesiredState=* Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions
* Contact consumers in accordance to their channel preferences (this use case assumes the company provides contact list with only opted-in customers)
* Reduce outreach costs by leveraging less expensive text messaging versus agent calls
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|MaturityLevel=Consistent
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=(1) Trigger-based SMS / Email
|BusinessImage=https://www.lucidchart.com/documents/edit/41ff724d-36fb-48cc-a949-d42891c59a68/0
|BusinessFlowDescription=#Create or use an existing OAuth client.
#*Customers will need an OAuth client with the appropriate permission assigned to the OAuth client. See [https://help.mypurecloud.com/articles/create-an-oauth-client/ link] for more info.
#Generate an OAuth client token
#*To call the endpoint to send agentless notifications, customers need to use an OAuth client to [https://developer.mypurecloud.com/api/rest/authorization/use-client-credentials.html generate a token]. <br /> They need to make sure to build the basePath for the correct Genesys Cloud region they are working in. For more information, see [https://developer.genesys.cloud/api/rest/ link].
#Use the OAuth client token to call the agentless outbound endpoint. For more information reference the agentless SMS [https://developer.genesys.cloud/api/tutorials/agentless-sms-notifications/ tutorial].

<br />
}}{{SMART BusinessImageFlow
|BusinessFlow=(2) Campaign-Based SMS
|BusinessImage=https://www.lucidchart.com/documents/edit/d78c4195-c2f7-44c3-97fe-d74c07ec6dd4/0
|BusinessFlowDescription=#An Admin configures the campaign settings in Genesys Cloud.
#The organization either prepares a contact list from a third-party system (such as CRM or Collections) or configures their system to use Genesys REST API to insert contact records.
#*Batch Upload Option: Customer contacts are loaded through the User Interface using a .csv file.
#*API Upload Option: Customer contacts are loaded through a Genesys Cloud CX API call. Customers can set a flag in the API to add the contact to the top of the list.
#Customers can use a message content template to create a dynamic message using data from the contact list. Alternatively, The customer can specify the SMS message body for each contact record by assigning a column in the list as the message column. Best practice recommends that if hyperlinks are used in the message body that the total message content is no greater than 160 characters to avoid splitting the hyperlink across multiple text messages. The consumer’s mobile phone provider determines the concatenation of an long message. Messages longer than 160 characters may be concatenated into one message by the mobile provider or may arrive as multiple messages.
#The campaign is started and begins contacting consumers based on the settings configured in the first step.
#The Genesys system checks each contact/record against the Do Not Contact lists assigned to the campaign to filter out consumers who should not be contacted.
#Message send fail or success status is stored on the interaction.
#Consumer may decide to respond to the SMS message. Responses will thread with the original outbound SMS message for a configured amount of time with the available metadata from the SMS message to identify the consumer.
#*For a HELP keyword, a customer-specified help text is sent to the consumer.
#*For a STOP keyword, a default or customer-specified text is sent to the consumer, and the mobile number is added to a suppression list by the aggregator so further messages are blocked by the aggregator.
#*For a START or UNSTOP keyword, the aggregator begins allowing further messages to the consumer.
#Interaction closed if customer doesn't respond by a configurable setting.
}}{{SMART BusinessImageFlow
|BusinessFlow=(3) Campaign-Based Email
|BusinessImage=0d125998-494a-4213-919e-029cdb944a3f
|BusinessFlowDescription=#An Admin configures the campaign settings in Genesys Cloud.
#The organization either prepares a contact list from a third-party system (such as CRM or Collections) or configures their system to use Genesys REST API to insert contact records.
#*Batch Upload Option: Customer contacts are loaded through the User Interface using a .csv file.
#*API Upload Option: Customer contacts are loaded through a Genesys Cloud CX API call. Customers can set a flag in the API to add the contact to the top of the list.
#Customers use an email content template to create a dynamic message using data from the contact list.
#Customers provision an outbound sending domain to be used on behalf of the campaign.
#The campaign is started and begins contacting consumers based on the settings configured in the first step.
#The Genesys system checks each contact/record against the Do Not Contact lists assigned to the campaign to filter out consumers who should not be contacted.
#Message send fail or success status is stored on the interaction.
#Consumer may decide to respond to the email. Responses will thread with the original outbound email for a configured amount of time with the available metadata from the email to identify the consumer.
}}
|BusinessLogic=====Agentless SMS and Email Notifications====
Customers typically use agentless SMS / Email notifications when triggering a message based on an event such as: purchase, scheduled appointment, two factor authorization, and so on. The customer must have an external system invoking the API call to send the message. These trigger-based notifications are not sent all at once. As such, trigger-based notifications do not use traditional outbound campaigns. However, they are included within interaction views and reporting.

====Standard SMS Keywords====
Standard opt-out keywords include STOP and UNSUBSCRIBE and additional variations including: END, QUIT, CANCEL and STOPALL

Standard help keywords include HELP and INFO.

Standard opt-in keywords include START, YES and UNSTOP.

===='''SMS Campaigns'''====

====Contact List====

*The organization either prepares a contact list from a third-party system (such as CRM) or configures their system to use Genesys Cloud CX APIs to insert contact records.
*Batch Upload Option: Customer contacts are loaded through the User Interface using a .csv file.
*API Upload Option: Customer contacts are loaded through a Genesys Cloud CX API call. Customers can set a flag in the API to add the contact to the top of the list.

====Campaign====

*The campaign is started and begins contacting consumers based on the campaign settings configured. The Genesys Cloud CX system checks each contact record against the Do Not Contact list(s) assigned to the campaign to filter out consumers who should not be contacted. The message body can be specified in a SMS campaign templated associated with the campaign. Alternatively, the customer can specify the SMS message body for each contact record by assigning a column in the list as the message column. Best practice recommends that if hyperlinks are used in the message that the total message content is no more than 160 characters to avoid splitting the hyperlink across multiple text messages.
*The consumer’s mobile phone provider determines the concatenation of an long message. Messages longer than 160 characters may be concatenated into one message by the mobile provider or may arrive as multiple messages. Genesys stores the SMS sent success or failure status of a message on the interaction. Consumer may decide to respond to the SMS message. Responses will thread with the original outbound SMS message for a configured amount of time with the available metadata from the SMS message to identify the consumer. For a HELP keyword, a customer-specified help text is sent to the consumer. For a STOP keyword, a default or customer-specified text is sent to the consumer, the mobile number is added to a suppression list by the aggregator, and further messages are blocked by the aggregator. For a START or UNSTOP keyword, the aggregator begins allowing further messages to be sent to the consumer.

===='''Email Campaigns'''====

====Contact List====

*The organization either prepares a contact list from a third-party system (such as CRM) or configures their system to use Genesys Cloud CX APIs to insert contact records.
*Batch Upload Option: Customer contacts are loaded through the User Interface using a .csv file.
*API Upload Option: Customer contacts are loaded through a Genesys Cloud CX API call. Customers can set a flag in the API to add the contact to the top of the list.

Campaign

*The message body can be specified in an email campaign template associated with the campaign.
*The outbound domain used for sending messages is provisioned in Genesys Cloud.
*The campaign is started and begins contacting consumers based on the campaign settings configured.
*The Genesys Cloud CX system checks each contact record against the Do Not Contact list(s) assigned to the campaign to filter out consumers who should not be contacted.<br />
|DistributionLogic=There is no applicable content for this section.
|CustomerInterfaceRequirements=N/A
|AgentDeskRequirements=N/A
|RealTimeReporting=Live messaging campaign information can be found on the Messaging Campaigns tab on the Campaign Management dashboard.

*Campaigns can be turned on/off
*Campaign progress is shown with the number of total contacts and the number of processed contacts
*Campaign attributes such as name, contact list, and division are also provided

<br />
|HistoricalReporting=Dialer Campaign Detailed Attempt History can be used to display the individual:

*Number of SMS attempts
*DateTime of SMS attempt
*Campaign and queue
*Contact ID
*Number of SMS messages rejected by the aggregator
*Number of SMS messages accepted by the aggregator

Further information about campaign results can be found by exporting the contact list such as:

*Records skipped, for example, the contact is listed on a "do not contact list" assigned to a campaign

Customers can have ultimate flexibility by using the Interactions View to show detailed results of a campaign, including applying filters and choosing data columns, and also export as .csv or .pdf. '''Note: This view is the only method available to see details when using the agentless API method of sending SMS messages.'''
|DocVersion=1.0.0
|GeneralAssumptions=*The customer cannot use a third-party SMS / email aggregator.
*Our aggregator stores opt-out requests and blocks messages if a customer attempts to send them to a consumer. This is accomplished by the consumer using keywords such as STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT. If the consumer wants to resume messages (opt-in), they can use keywords such as START, YES, and UNSTOP. Genesys also supports custom keywords for opt-in and opt-out requests.
*For SMS campaigns, customers must acquire a short code in North America.

<br />
|CustomerAssumptions=*Customer provides Genesys with the contact list from their own CRM, marketing, or collections database - either via uploading a .csv file in the user interface or using API endpoints to add contacts to a contact list.
*Compliance is handled by the customer. The customer has the responsibility for securing express consent from consumers (when required) before sending SMS messages, maintains an auditable list, and honors opt-out requests. The contact lists loaded into Genesys should contain only consumers to whom and when an SMS message can be sent according to the corresponding local compliance rules.
*The outbound solution is configured based on the customer's understanding and direction of compliance with local outbound SMS regulations at the site of installation as well as at the local regulations at the site of delivery of SMS messages. The customer is responsible for compliance with laws and regulations concerning outbound SMS and automatic sending of SMS. It is recommended that the customer's legal department assert that the organization is in full compliance with these regulations as SMS messages are sometimes considered the same as voice calls with regard to compliance.
*The sender number (dedicated short code or long code) is provisioned on the Genesys system.
*MMS is not included in the scope of this use case.
*For email campaigns, customers must provision an outbound domain in Genesys Cloud for sending emails on behalf of the campaign

<br />
}}

CE12/Canonical

2022-11-21T12:57:11Z

Shlandy93:

{{SMART Meta
|SolutionCategory=CE
|Solution=Outbound
|Title=Genesys SMS & Email Notifications
|Subtitle=Use SMS and email to send personalized, timely and relevant notifications to customers.
}}
{{SMART Canonical
|PlatformChallenge=Companies want a quick way to engage with their customers to notify them of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Repeated handling of unnecessary outbound calls and preventable inbound follow-up drives up costs and can damage customer and employee satisfaction.
|PlatformSolution=Communicate important information simply and efficiently using Genesys SMS / Email Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive digital alerts are delivered to customers wherever they are.
|PainPoints=*Unable to keep customers informed about their accounts and the products and services they use
*Can’t engage with customers over their preferred channels
*Unable to deflect avoidable inbound contacts resulting in higher agent costs and lower satisfaction
|DesiredState=*Proactively sending timely and personalized alerts, confirmations, and reminders using multiple channels results in lower customer effort and fewer inbound interactions
*Contact consumers in accordance to their channel preferences (this use case assumes the company provides contact list with only opted-in customers)
*Reduce outreach costs by leveraging less expensive digital messaging versus agent calls
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/4ee3bdb1-9819-40a6-b56d-3743c0cf0e69/0
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=#Do you proactively communicate with existing customers?
#Does your agent call volumes include simplistic reminder calls?
#Are you harnessing SMS/Email as a preferred customer channel?
|DataSheetImage=CE12 - genesys sms notification - header (original).png
|DatashhetImageURL=https://all.docs.genesys.com/images-supersite/8/8c/CE12_-_genesys_sms_notification_-_header_%28original%29.png
}}
{{SMART DataSheetFlow
|Flow=Campaign created to send a proactive text message / email to customers
}}
{{SMART DataSheetFlow
|Flow=Contact list provided by organization...
}}
{{SMART DataSheetFlow
|Flow=Channel preferences, opt-outs, and suppressions have already been applied
}}
{{SMART DataSheetFlow
|Flow=Company sends text message / email to customer
}}
{{SMART DataSheetFlow
|Flow=Can configure reply keywords to detect opt-out and help requests
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Volume of Interactions
|CanonicalBenefit=Contacting customers proactively via an SMS or Email message will reduce the volume of inbound interactions handled by agents.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Net Promoter Score
|CanonicalBenefit=Strengthen customer relationships and loyalty with proactive, context-rich communications.
}}
{{SMART Benefits
|CanonicalBenefitID=Increased Revenue
|CanonicalBenefit=Increase in response rate including renewals and activations.
}}

UseCases/Current/GenesysCloud/WE03

2022-11-18T09:35:59Z

Shlandy93:

{{SMART UseCase
|ID=WE03
|Title=Employee Performance
|Offering=GenesysCloud
|UCOverview=<span lang="EN-US">High-performing, happy employees are an integral part to a successful contact center. In a recent study by Gartner, 86% of organizations consider employee engagement an equal or more important factor in achieving customer experience (CX) and, consequently, contact center goals. This is because the more engaged an employee is the more likely they will perform well in their role. To meet and surpass employee performance objectives, contact centers need to deploy a holistic, deeply integrated workforce engagement solution that provides the following key capabilities— onboarding development, learning & training, performance management, coaching, and gamification. </span>

''<span lang="EN-US">Personalized learning and development from day one</span>''

<span lang="EN-US">To deliver consistent, positive customer experiences, employees need to be well-informed and trained on company product, services, policies, and procedures. With Genesys Cloud you can deliver training, informational content, or assessments to employees to help them onboard, learn, and stay up-to-date. Personalized training can be delivered automatically based on rules or manually assigned, allowing managers to build customized learning and development journeys for employees within your organization. Regardless of start date, all employees quickly receive the necessary training to perform well in their role. </span>

''<span lang="EN-US">Powerful and intuitive performance management </span>''

<span lang="EN-US">Once employees are trained, leaders need to easily identify high and low performing employees against defined objectives and goals so that they can reward good performance and focus limited resources on coaching and mentoring those that need it most. Genesys Cloud consolidates performance metrics from across the platform into unified scorecards that can be viewed by managers and employees alike to understand performance across all defined objectives. Real-time metrics let managers and employees improve KPIs when needed most. Historical individual and team trends in performance help managers with planning, evaluations, and training initiatives. </span>

''<span lang="EN-US">Strategic coaching and training sessions </span>''

<span lang="EN-US">Strategically planned coaching sessions are known to significantly improve employee performance. Supervisors and quality managers can identify, assign, and schedule training sessions through a single, seamless process. Genesys Cloud centralizes all necessary information and documentation to complete a productive coaching session. And because it’s integrated to Workforce Management, you can complete in a single go — no need to check with other departments for best available time slot. </span>

''<span lang="EN-US">A single, easy-to-use employee dashboard</span>''

<span lang="EN-US">Employees not only want to meet their performance goals but grow and develop within their roles. Too often, however, an employee’s performance and development are hindered by the tools they use. Having to navigate several disjointed systems to complete tasks or understand their manager’s performance expectations frustrates employees and contributes to low employee engagement and productivity — ultimately affecting employee retention. </span>

<span lang="EN-US">Empower your employees to outperform by giving them a single, holistic view of the information needed to perform their role successfully, including employee schedule, performance metrics and goals, evaluations, and personalized development plans. </span>

''<span lang="EN-US">Gamified performance scores to motivate employees </span>''

<span lang="EN-US">Employee performance metrics across KPIs are gamified into user-friendly performance scorecards and leaderboards. Employees can see how their performance tracks and compares against teammates in real-time — encouraging healthy competition and facilitating performance improvements when needed. Gamification in employee performance management is key to building strong employee engagement, especially when your teams work remotely. By leveraging people’s intrinsic motivator for status and recognition, competition and feeling of community, contact centers are able to motivate their employees to improve their overall performance and develop professionally along the way. </span>
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Reduced Administration Costs
|UCBenefit=Centralized and automated management of Employee performance, learning & development reduces administrative overhead, effort, and cost.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Satisfaction
|UCBenefit=Easy-to-use, gamified performance dashboards, personalized learning modules, and insightful coaching sessions empower agents to reach performance goals faster, increasing employee satisfaction.
}}{{SMART Benefits
|UCBenefitID=Improved Insights and Visibility
|UCBenefit=Providing a structured measurement and deep insights into agent development at each stage of the learning journey helps address any knowledge gaps diligently.
}}{{SMART Benefits
|UCBenefitID=Reduced Employee Attrition
|UCBenefit=Clearly defined recognition and rewards system integrated with personalized skill development tools motivates agents to reach their goals and grow within the organization.
}}{{SMART Benefits
|UCBenefitID=Improved Agent Competency
|UCBenefit=Access to intuitive, real-time gamified performance dashboards empowers agents to understand their performance and focus on self-development and improve their compentence.
}}
|UCSummary=Genesys Cloud makes the lives of your employees better by minimizing tedious manual processes, providing actionable data transparency and consolidation, and streamlining how your various teams work together. Through a single, holistic solution, it delivers the key capabilities necessary for a modern and effective performance management strategy— onboarding, training & development, performance management, coaching, gamification, and voice of the employee. Genesys Cloud creates an easy-to-use, collaborate working environment for employees, supervisors, managers, and leadership.

Most contact center leaders aren’t happy with the high costs of agent attrition, overwhelmed team leaders, underwhelming CSAT/NPS scores, and all the other daily realities that cause them heartburn. Instead of suffering with the status quo of outdated, complicated, and disparate systems for workforce optimization, contact center center leaders can deploy an end-to-end workforce engagement management solution.

Performance management is an integral part of workforce engagement management for enabling contact center to align people, processes, and systems to organizational goals and objectives, such as customer satisfaction and experience, cost control and revenue generation.

This use case guides organizations to create organization-specific learning modules, schedule coaching and training sessions, customize performance scorecards, and implement gamification tools like leaderboards. Competitions, badges and social elements coming soon.

This use case and solution is well integrated providing native capabilities in learning management, coaching, gamification and performance management.

*Built-in learning module designer can add multimedia-rich assessments and learning material.
*Employee performance is consolidated from multiple sources and used in gamification.
*Coaching functionality delivers a set of capabilities that allows workforce planners to efficiently plan and execute offline scheduling of activities in the most efficient manner.

The agent activity view enables Agents to view a variety of data directly associated with their schedule, tasks, and performance. At a glance, the agent activity view provides a current summary of the off-queue information in one location. From the agent activity view, agents can view their current or upcoming schedule, scorecard, leaderboard, and coaching appointments. For examples, agents can:

*See today’s schedule
*Stay in adherence / conformance (take breaks at the specified time)
*View manager evaluations and provide feedback
*Meet supervisor for coaching
*See My Performance compared against objectives and peer performance
*Get up-to-date on new policies and procedures
*Complete learning content of work on personal development

Real-time reporting provides detailed analysis of agent progress and task completion, while identifying any gaps in performance. Easy-to-use performance dashboards help organizations identify high-performers, the skills & capabilities necessary to deliver great customer experiences, and benchmark those results with the rest of the team. This improves performance management and decision-making around agent engagement and development activities — from onboarding, ad-hoc, and ongoing training. As skilled and capable agents are more likely to provide consistent customer experiences like maintaining resolution rates and handle times, it's vital to conduct effective onboarding programs, track & measure performance, and provide appropriate training and coaching sessions.
|PainPoints=*Not having consolidated performance data makes it difficult to reward success and target individual training to fill knowledge gaps.
*Lack of well integrated Learning management system with contact center reduces the alignment of HR and operations within Contact center.
*Scheduling coaching and other offline tasks is typically a very manual process occupying up to 30%+ of resource planning and training resources.
|DesiredState=*Having an integrated system that Aligns organizational KPIs with individual objectives gives your agents a way to track their progress against individual development plans and improve skills.
*Insights from Learning Management will help coaches and trainers better engage agents to maximize their capability and provide better customer experience
*Well integrated coaching can help Managers and trainers can request and schedule their own ad-hoc meetings, Coaching and training seamlessly.
|BuyerPersonas=Head of Customer Experience, Head of Contact Center(s), Contact Center Supervisor / Manager
|MaturityLevel=Differentiated
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=Performance Management and Gamification
|BusinessImage=https://www.lucidchart.com/documents/edit/a34d9685-e739-45af-99e3-80f682392871/0
|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
#The Gamification Profile is updated with the specific set of Metrics to include as part of managing the performance of your Employees.
##For each Metric, specific objectives are set, along with the number of points to award based on the performance achieved.
#Gamification is globally activated for the Organization, subsequently, the system monitors performance and awards/subtracts points accordingly.
##Admins can also set a Start Date for Gamification.
#For those Employees participating in Performance Management and Gamification, the correct permissions must be assigned so that they can access the Activity page.
#The Activity page provides Employees with one-click access to all of their upcoming and outstanding tasks as well as access to their performance information, this includes:
##Today’s schedule for the Employee, highlighting what activity is next if scheduled through workforce management.
##Any upcoming Coaching Appointments or assigned Development and Feedback Modules.
##Performance Scorecard with historical trend information.
##Leaderboards for overall and per metric performance.
#Supervisors can view an Employees’ Scorecard through Performance > Agents > Scorecard tab.
#Supervisors can view overall Leaderboards through Performance > Agents > Leaderboards tab.
#Supervisors and Admins can reset the Gamification if needed. <br /><br />
}}{{SMART BusinessImageFlow
|BusinessFlow=Coaching
|BusinessImage=https://www.lucidchart.com/documents/edit/58a4f242-8e73-4c36-bd53-2c1c0ff42ce9/0
|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
#Users with relevant permissions such as Supervisors and Quality Administrators can schedule a coaching appointment by:
##Clicking on the Schedule Coaching button from the Interaction Detail view to create a Coaching appointment with that interaction included or can add that interaction to an existing Coaching appointment.
###Supervisors or Quality Evaluators can find interaction of interest to use for Coaching in multiple ways:
####Searching for interactions of interest in Performance > Interactions > Interactions tab using various meta data filter criteria.
####Searching for interactions of interest in Performance > Interactions > Content tab using various meta data and speech and text analytics filter criteria.
####Directly from a policy based or Ad-hoc Evaluation.
##Scheduling a Coaching session by navigating to the Development tabs in the analytics section. In this instance the Coaching session does not necessarily need to be linked to an interaction, allowing Coaching sessions to be created for all requirement
#The Coaching Appointment specifies:
#*Date, Time and Duration
#*Agent and Facilitator
#*Interactions
#*Documents
#*Links to URLs
#*Notes – public or private
#If the Organization is using Workforce Management for scheduling, the system will return the best 10 time slots for the Coaching Appointment based on existing schedules and staffing levels.
#*A Coaching session is scheduled in the attendee and facilitator’s schedule.
#*If Organization is not using Workforce Management then Coaching is scheduled without a timeslot
#Once scheduled, notifications about the Coaching Appointment are sent to all attendee through their Inbox.
#Attendees can click on Activity or go to Performance > My Performance > Development tab to see and access any upcoming Coaching Appointments.
#Attendees can add notes and complete the Coaching Appointment when done.
}}{{SMART BusinessImageFlow
|BusinessFlow=Development and Feedback
|BusinessImage=https://www.lucidchart.com/documents/edit/5db640ca-31aa-47ce-8264-db108d34d90a/0
|BusinessFlowDescription=#Genesys Cloud is configured with appropriate user roles and licenses.
#Development and Feedback Modules are created to deliver content to Employees
#Modules can contain: Documents, Images, Audio, Videos and Links to URLs
#Modules can be assigned to users in one of two ways:
##Auto-assignment rules are configured which can include or exclude Employees for assignment based on Groups, Queues, ACD Skills or Divisions.
###Modules are Published and delivered to Employees immediately or overnight if Group, Queue, ACD Skill or Division memberships are updated.
##Users with relevant permissions are able to navigate to the Development tabs within Analytics and assign modules at an individual level by selecting from a list of available modules. This allows Managers to assign content to individuals at the point of need to resolve challenges at an individual level
#Once assigned, a notification about the assigned Modules is sent to the Employee through their Inbox.
#Employees can click on Activity or go to Performance > My Performance > Development tab to see and access any assigned Modules.
#Employees can mark a Module as Complete when done.
}}
|BusinessLogic=*Genesys Cloud is configured with appropriate user roles and licenses.
*Business rules must be set up to assign the learning items to the agent target group.
*Genesys Cloud Coaching permissions are needed to schedule a Coaching session.
*Genesys Cloud Workforce Management is needed for optimizing scheduling.
*Gamification/ Performance Manager must decides on the Performance data that needs to be measured.
*Supervisor and Agents need to finalize the performance objectives that are to be achieved including the KPI that needs to be tracked.
*Periodic review process with necessary learning items and coaching should take place between the Supervisor and agent to agree the final targets.
*Agents can view their Assigned Learning Module from Module Icon in the Inbox
*Agents can also view their Assigned Learning items with appropriate due dates in the Activity Tab of Genesys Cloud.
*Agent feedbacks should always be incorporated to enhance the system on a periodic basis.
|DistributionLogic=N/A
|AgentDeskRequirements=N/A
|RealTimeReporting=Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports.
|HistoricalReporting=Same as Real time reporting. Reporting and Analytics insights on Employee Performance would be available as part of the Functionality reports and through Analytics reports.
|GeneralAssumptions=Employee Performance functionalities are available only for Genesys Cloud3
|CustomerAssumptions=N/A
|Optional=WE01, WE02
|Video=641804199
|RelatedDocs={{TSSection
|sectionheading=WEM Catalogue
|relatedarticles=https://catalog.genesys.com/wem-landing-page/

https://catalog.genesys.com/wem-landing-page/wem-disciplines/wem-employee-performance-discipline/
}}{{TSSection
|sectionheading=Genesys Cloud Documentation
|description=Genesys Cloud Documentation is the source of truth for updated functionalities addressed by the Use case,
|relatedarticles=https://help.mypurecloud.com/articles/schedule-a-coaching-appointment/

https://help.mypurecloud.com/articles/coaching-with-quality-management-overview/

https://help.mypurecloud.com/articles/agent-activity-overview/

https://help.mypurecloud.com/articles/about-gamification/

https://help.mypurecloud.com/articles/about-development-and-feedback-modules/
}}
|DocVersion=1.0.1
}}

UseCases/Current/PureConnect/CE16

2022-11-09T17:47:12Z

Shlandy93: UCC: Removed references to Multicloud CX

{{SMART UseCase
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Reduce handle time by routing emails to agents with the right skills
}}{{SMART Benefits
|UCBenefitID=Improved First Contact Resolution
|UCBenefit=Directing interactions to an expert through skills based routing improves First Contact Resolution
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Addressing customers requests in a timely manner through skills based routing improves Net Promoter Score
}}{{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee occupancy.
}}
|UCOverview=Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by automatically distributing emails to the best available agent based on content analysis and keywords, and automating acknowledgements and responses.

<small></small>
|UCSummary=A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed. It is then queued to the best available agent with the corresponding skill set. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements.
|PainPoints=* Increasing calls related to online service and support
* Customer having to call multiple times resulting in repeat contacts
* Website not offering or providing the right information or online service and support
* Customer having to queue for a long time resulting in missed service levels
* Inconsistency in responses
* 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 email contact options from website
*Recognize customers
*Understand intent and sentiment
*Deliver personalized response
*Leverage standard response library when needed
*Manage SLA's
*Provide agents with complete contextual customer information to improve efficiency
|BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
|MaturityLevel=Consistent
|SellableItems=Advanced Server, Contact Center Level 1, Interaction Supervisor add-on, Interaction Tracker Add-on (Optional for conversation history), Interaction Recorder Add-on (Optional for recording)
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
* Capabilities Assumption:See notes section for assumptionsSee notes section for assumptions
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
* See notes section for assumptions
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=The following diagrams show the business flow of the use case:
|BusinessImage=https://www.lucidchart.com/documents/edit/36b00b70-b4ab-48b5-9d18-12732a1f5e67/0
|BusinessFlowDescription=The following flow describes the use case from the perspective of the main actors, i.e., the user and contact center agent.

#A customer sends an email to one of the public addresses (e.g., orders@abc.org) monitored by the Genesys email solution.
#Genesys periodically checks corporate inboxes for new emails. Genesys analyzes the email to capture From, To, Subject, and body content as metadata.
#Conversation tracking option: Genesys verifies whether the corresponding user already exists as a contact within the Tracker system (by email address). Tracker is an additional, licensable product. The email and any agent responses are attached to the contact.
#The system checks whether the email is new or a reply.
##In case of a new email, the system classifies the email based on keyword analysis (see the Keyword Categorization section).
##In case of a reply email from the customer, the system attempts to route it to the previous workgroup (see details in the Distribution Logic section). After a timeout, the system routes the email to the originally specified workgroup.
##In case of an automatically generated reply email, the email will not be distributed to an agent and the flow will stop.
#The system sends out a receipt acknowledgement email to the customer with a predefined template for the To address.
#Once an agent with the requested skill is available, the email is routed to the agent's desktop with a screen pop from the email editor displaying the content.
#Once the agent reads the email, he or she decides whether a reply is needed.
##If no reply is needed, the agent marks the email as done.
##If a reply is needed, the agent creates an outbound reply email, potentially using a standard response template.
#The agent sets a disposition code to mark the business outcome for reporting purposes.
}}
|BusinessLogic=<span>In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.</span>
====<span>Capturing of Incoming Emails</span>====
<span>In step 2 of the business flow, the Genesys system checks a set of mailboxes for new emails. The following configuration options are available:</span>

*Address of email server for mailbox
*Authentication details for mailbox
*Protocol for communication (POP3, IMAP, Exchange Web Services protocol)
*Delete email (any emails captured by Genesys are deleted from the mailbox)
*Polling frequency (how often the mailbox is checked for new emails)

====<span>Automatic Replies</span>====
<span>In step 4, the Genesys system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed.This includes:</span>

*Detection of automated answers to prevent “ping-pong” between mail servers by answering with auto-acknowledge on emails of type auto-response or auto acknowledgement.
*NDR Handling (Non-Delivery Report Handling): The system recognizes automatic responses due to failed delivery (assuming these automatic responses are following standards).

====Keyword Categorization====
<span><span>Keyword matching allows the system administrator to configure a number of screening rules to identify emails belonging to different categories. For example, an email that contains the word “order” in the body of the email, would be categorized as a sales email. Screening rules can be configured to look for different words or phrase patterns that help categorize emails. Screening rules are applied to the email body and subject.</span></span>
====<span>Standard Responses</span>====
<span><span>In the response library window, the workspace displays suggested responses to the agent based on keyword searches. Standard responses are generated by the customer for specific scenarios of desired email responses.</span></span> Standard system-wide responses created in Interaction Administrator are detailed in [https://help.genesys.com/pureconnect/mergedProjects/wh_ia/desktop/add_a_response_management_library.htm Add a Response Management Library]. The standard responses can be used in Interaction Connect or Interaction Desktop

Using response management in an email is described here for [https://help.genesys.com/pureconnect/mergedProjects/wh_basl_connect/desktop/use_response_management_in_an_email_reply.htm Interaction Connect users] and [https://help.genesys.com/pureconnect/mergedProjects/wh_icde/desktop/use_response_management_in_an_email_reply.htm Interaction Desktop users].
|DistributionLogic='''Available Parameters for Configuration by Customer'''

The following parameters are used for the distribution logic. These parameters are configurable by category:

*Overflow time-outs for overflowing from last workgroup routing to originally defined workgroup target. These timeouts are based on age of interaction.
*Priority start (the starting priority)
*Enable / disable last agent routing.

The following parameter is configurable by the “To” address:

*Auto-acknowledge message

====Draft Emails and Agent Queue Alerts====
If the agent cannot complete an email, it remains as an open interaction in the agent's queue.Supervisors can set up an alert within IC Business Manager to notify them when queue items have remained beyond a specified threshold.
====Additional Distribution Functionality====
The following lists additional functionality for the distribution logic:

*Re-route on no answer (RONA) functionality: If an agent does not accept the email interaction, the email interaction is automatically put back into the distribution flow after a time-out. The agent is set to not ready. The priority of the email can be increased by a configurable parameter.
*Blending email interactions with other media types is possible.
*Transfers are possible to agents satisfying the skills of a different category. In the case of a transfer, the priority is increased to a level set in a configurable parameter.
|CustomerInterfaceRequirements=N/A
|AgentDeskRequirements=The following lists the minimum requirements for the agent desktop:

*Configuration of status messages (Available, Away, Meeting, etc.).
*Configuration of wrap-up codes (Codes are configurable to customer's preference)
*Access to a standard response library where customers can build their own messages for specific email responses
*Agent to Agent transfer
*Agent to Queue transfer
*Review functionality for supervisors
|RealTimeReporting='''Premises and Cloud'''

'''IC Business Manager''' is a Genesys application that offers personalized dashboards based on specific functional, geographical, or organizational needs. Pulse 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, email interactions handled, and the average handle time. With IC Business Manager, a customer can:

*Monitor the current state and activity of contact center objects to help make decisions about staffing, scheduling, and email routing strategies.
*Create widgets from scratch or user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
*Monitor operational email activity through the Email Queue Activity views.
*Monitor agent resource activity through the Email Agent Activity views
*Monitor the tenant service level through the Email Service Level views.
|HistoricalReporting='''Premises and Cloud'''

IC Business Manager out-of-the-box reports are used to:

*Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
*Measure the effectiveness of the routing rules and efficiency of the use case.
*Calculate the conversion success rate using disposition/wrap-up codes.
*Evaluate resource performance with a variety of reports for agents and interaction details. There are many reports available, including the following.

[https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/queue_service_level.htm 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 for the relevant media type.

[https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/queue_summary_and_detail.htm Queue Summary and Detail] '''-'''The Queue Summary and Detail report displays summarized statistical data along with detailed statistics on Workgroup Queues. The statistics are reported, grouped, and summarized by any combination of Queue, MediaType, 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.

[https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/agent_utilization_report_help.htm Agent Utilization Report] '''-''' The Agent Utilization report displays time usage information by agent across all campaigns, including: talk, ACW, non-Dialer, idle, break, preview.

For more information, see [https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/about_interaction_reporter.htm About Interaction Reporter].
|DocVersion=v 1.0.3
|GeneralAssumptions=*Interaction Center Business Manager is required for historical reporting.
*Interaction Desktop or Interaction Connect is used as the agent desktop.
*Customer must ensure proper network connectivity between the PureConnect server and their mail platform, either through a private MPLS connection and the customer’s network or via the public internet.
|CustomerAssumptions=*Genesys captures emails typically from one primary corporate email server. The customer is responsible for configuring the email server appropriately so that Genesys can retrieve the requested emails.
*For customers who want to retain an archive of original messages, two approaches are available. Customers can configure their server to create and separately store a duplicate copy of all emails. Or, Professional Services can be engaged to create a handler to accomplish the task. Processing emails from the corporate server to Genesys software results in emails being deleted from the original customer server folder.
*Genesys provides documentation about the required connector configurations and the sequence of email handling between servers as part of the described email functionality. The Genesys documentation references third-party documentation about processing limits for particular kinds of email connectors and queues. Genesys does not support customer configurations or a desire for higher performance beyond the published guidelines and limits.
*Email is handled through POP3, IMAP, Exchange Web Services, or Gmail Connector protocols according to those tools' published documentation.
*Customers are responsible for creating their own automated responses within Interaction Administrator.
*Spam is handled at the level of the customer's corporate email servers. A third-party spam solution is required.
}}

UseCases/Current/GenesysEngage-onpremises/SL06

2022-11-08T16:28:08Z

Shlandy93: UCC: Removed references to Multicloud CX

{{SMART UseCase
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Increased Revenue
|UCBenefit=Machine learning-based matching of sales reps to prospects based on sales value directly increases revenue.
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Routing prospects to the sales reps best able to handle their sales request improves the customer experience.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Satisfaction
|UCBenefit=Increased sales success leads directly to improved satisfaction for sales reps.
}}{{SMART Benefits
|UCBenefitID=Reduced Customer Churn
|UCBenefit=Predictive Routing identifies the best agent for each customer interaction, reducing the likelihood of customer churn to protect revenues.
}}
|UCIntro=This use case is based on {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}}.

The capabilities described in this use case are under shipping control. Contact your Genesys representative for additional details.
|UCOverview=Business leaders want to improve their business Key Performance Indicators (KPI), leverage the innovation in Artificial Intelligence and drive business decisions with the abundance of data and context available in their business. Predictive Routing uses machine learning to support optimization of Sales KPIs.

A Sales KPI is a metric measuring the sales outcome of an interaction, in contrast to Service KPIs, which measure a Customer Experience or efficiency outcome. Sales KPIs can be a sales conversion rate, a sales revenue amount, a retention rate, a collection promise to pay. This use case focuses on improving revenue for inbound voice calls, but can also be extended to other sales-related KPIs. The impacts of choosing another KPI or another channel type are documented in this use case wherever applicable.

Predictive Routing also applies to optimize Services KPIs. See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}}.

Traditional routing is designed to match customers to agents through skills-based or group-based logic rather than improving KPI. Unlike traditional routing, Predictive Routing uses machine learning to detect patterns in historical data to build a predictive model. This model improves KPIs by ranking agents before making the match with customers. This model also addresses the operational challenges that occur in understaffing and overstaffing scenarios while balancing the service level with improving KPI.

Predictive Routing has built-in A/B Testing to demonstrate the uplift of the KPI provided through use of machine learning. Predictive Routing leverages a variety of Genesys or third party data sources in order to build high quality predictors.
|UCSummary=Consider a retail bank that wants to upsell credit cards to its existing customers. Depending on the customer attributes (such as income), the bank wants to maximize both the conversion rate and the credit limit that the customer accepts, resulting in a higher overall revenue. This use case is based on a measure of sales revenue driven from a Sales reporting application (such as CRM).

The underlying premise of this use case is that a customer interaction is associated to a credit card offer, either from the explicit customer intention from IVR, web, or mobile or from a business rule such as next best action. Next best action is out of scope of this use case.

The Contact Center Manager or Business owner wants to increase overall revenue generated per agent. The Predictive Routing solution can help with achieving this objective.

Predictive Routing:

*Uses machine learning, a subset of Artificial Intelligence, to compare feedback of the actual outcome with the predicted outcome, helping to improve future agent-to-customer matches.
*Ranks agents predicted to maximize the expected revenue per interaction.
*Provides the finest grain match of customer contact with agent to help maximize revenue per agent. Provides an uplift on revenue using continuous learning to rank the expected revenue for agents servicing customers.

The direct result is that the average revenue per interaction increases. Predictive Routing usually also influences adjacent service KPIs like first contact sale, CSAT or NPS, handle time, and transfers. It is a common best practice to monitor all Sales KPIs and adjacent Service Levels to evaluate all impacts (out of scope of this use case).
|PainPoints=* Low revenue per agent or customer. Variability in business outcomes.
* Frustrated customers or repeat interactions – cannot get access to an agent providing the proper proficiency on the offer
* Resource inefficiency and high costs – agents have a low conversion rate and waste customer’s and contact center resources
* Reduced employee satisfaction – employees don’t achieve their goals.
|DesiredState=* Leverage Predictive analytics and machine learning to identify the optimal agent-customer match to improve Revenue before routing
* Employ continuous learning by feeding back actual outcomes to update predictive models
* Managers can gain insights to help identify root causes and employee training opportunities
* Managers can view reports identifying attributes that influence KPI
* A/B testing methodologies can be applied to evaluate lift
* Deep integration with Genesys routing and orchestration
|MaturityLevel=Differentiated
|SellableItems=See Prerequisits
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow='''Predictive Routing for Sales'''

This business flow shows the use case from the perspective of the customer and agent.
|BusinessImage=7deb8693-2294-4b64-8b50-9b3e115b9a89
|BusinessFlowDescription=#The customer contacts the company using the inbound voice channel. This inbound interaction can be the result of a proactive rule on a web or mobile application.
#One of the Inbound use cases for the corresponding media type handles the interaction and captures interaction context data. The exact data captured depends on the interaction and engagement type.
#Based on the interaction context, Genesys selects an initial group of agents with the required skill(s) as possible routing targets to handle the interaction.
#Predictive Routing calculates the scores of the agents in the target group using a machine learning model that takes into account the agents' historic performance on similar interactions.
#When there are multiple agents available, Genesys attempts to route the interaction to the available agent with a highest score.
#If there is an interaction surplus and an agent becomes ready, Genesys selects an interaction from the queue taking into account the priority of each waiting interaction, the score the agent has for each interaction, and the time the interactions were queued.
#If no agents are available within the configured timeout, the routing strategy expands the potential target pool of agents by reducing the skill requirements and then repeats the target agent selection using Predictive Routing.
#After dealing with the customer call, the agent disconnects the interaction.
#The outcome is mapped to Genesys Info Mart attribute (for example, a disposition code or custom key-value pair).
#Optional: The customer is offered a survey. The answer to the survey is stored in a third-party system.
#Optional: Outcome data, such as case management closure, is produced and stored by a third-party application.
}}
|BusinessLogic='''Parameters and Business Rules – Predictive Routing Revenue'''

'''Routing Step 1''' The system creates an inbound interaction when a customer voice call begins. This use case supports inbound voice involving Genesys routing. See Use Case Interdependencies for details.

*Precondition: This use case requires one or more use cases handling inbound interactions.

'''Routing Step 2'''

*The inbound interaction use case identifies the primary intention of the customer (Service Type) and the initial target skill expression is set.
*Any required additional customer or agent profile data available to the interaction in run time can be integrated through a project-based implementation.

'''Routing Step 3'''

*This step queues the interaction and is designed to cover both agent surplus and customer surplus scenarios. When either one or multiple agents are available (agent surplus scenario), the flow immediately proceeds. Otherwise, Genesys queues the interaction until an agent is available (customer surplus scenario). The system starts to balance the service level with the business KPI through maintaining priority.

'''Routing Step 4'''

*Once one or more agents are available, the necessary Customer Profile, Interaction Profile, Agent Profile, and predictor information is passed to Predictive Routing as a scoring request. The request is processed by the relevant machine learning model, resulting in a score for each available agent for that interaction. This process caters to both customer surplus and agent surplus scenarios.

'''Routing Step 5'''

*The rank for each of the interactions against each of the agents is returned to routing to weight the customer-to-agent matching towards the agent(s) that can deliver the highest revenue.
*In an agent surplus scenario, the score of the highest ranked agent will be compared to the configured minimum score threshold. If the agent score exceeds that threshold, the system routes the interaction. If not, then the interaction is held, pending either a higher ranked agent becoming available, or the threshold reducing.
*In a customer surplus scenario, where multiple interactions are waiting when an agent becomes available, the agent’s scores for each waiting interaction are compared to the minimum score threshold. If the agent score exceeds the threshold for at least one interaction, the system routes the highest scoring interaction for that agent. If not, then the agent remains unassigned, pending either a lower scored interaction becoming available, or the threshold reducing.

'''Routing Step 6'''

*The minimum score threshold is reduced over time according to the pre-configured fallback strategy.
*The checks in Routing Step 5 are repeated regularly until an agent or interaction is identified.
*Normal target expansion, such as relaxing skill level as configured within the underlying distribution strategy, occurs.
*The continual re-prioritization of the interaction also occurs as do any treatments and the queued customer experience.

'''Routing Step 7'''

*If at least one of the revenue values is above the threshold, the interaction is routed to the agent with the highest revenue.
*The system delivers the interaction normally, handling any ring on no answer and exception situations (applicable to voice, chat or email) as defined in the underlying use case.
*The customer and the agent are connected.

'''Routing Step 9'''

*The outcome of the interaction is captured through the agent desktop or a server-side process. Genesys APIs are invoked automatically or after an agent action to map the outcome to a Genesys interaction attribute: custom attached data or disposition code.
*Info Mart captures this attribute with the Info Mart interaction record.

'''Routing Step 10'''

*Optionally, the customer receives a survey (the survey results are not connected with Genesys and are intended to evolve with the survey use cases)
*The survey is completed (optionally) and the outcome is collected and stored by a 3rd-party application.

'''Routing Step 11'''

*Optionally, the outcome data is produced and stored by third-party application.<span id="Scenario_1:_Genesys_Predictive_Routing_and_Agent_profile_enrichment_with_PDNA_data" class="mw-headline"></span><span id="Scenario_1:_Genesys_Predictive_Routing_and_Agent_profile_enrichment_with_PDNA_data" class="mw-headline"></span>
|DistributionLogic=The details of the distribution of an interaction to an agent are defined in the underlying inbound use cases. Refer to the preceding flow to understand how Predictive Routing influences the distribution logic.

Predictive Routing provides a routing lever that can be used to control how customer-to-agent matching behaves in customer surplus mode to distribute the interactions based on agent occupancy.
|CustomerInterfaceRequirements=There is no content applicable to this section.
|AgentDeskRequirements=This use case does not include specific agent desktop requirements. During the routing phase, data is attached to the interaction that the agent can see.
|RealTimeReporting=Predictive Routing does not include real-time reports. Operational reports are available in the Predictive Routing UI.

Operational reports include:

*KPI Outcome
*Feature Coverage
*Model Accuracy

<br />
|HistoricalReporting=The historical reports available through GCXI include the following:

*Predictive Routing Operational Report - tracks Predictive Routing operational statistics.
*Predictive Routing A/B Testing Report - tracks A/B testing results for Predictive Routing models and predictors.<sup>*</sup>
*Predictive Routing Agent Occupancy Report - tracks Agent Occupancy while Predictive Routing is being used to optimize routing.
*Predictive Routing Daily Queue Statistics Report - tracks KPIs for each Queue while Predictive Routing is being used to optimize routing.
*Predictive Routing Detail Report - provides interaction level detail data about Predictive Routing use and its impact on KPIs.

<sup>*</sup>A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort.
|DocVersion=V 1.1.4
|GeneralAssumptions=*Requires Product Management approval.
*Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from components deployed in your own environment.
*Predictive Routing is offered as a managed service by Genesys Professional Services, who deal with all aspects of machine-learning model creation and maintenance. A Professional Services package is mandatory for implementation and support of Predictive Routing.
*The standard deployment materials address Inbound voice interactions based on Genesys Info Mart data only.
*Integration of additional data sources, whether Genesys or 3rd-party, requires a dedicated assessment and implementation by Genesys Professional Services.
*Customer must have implemented a use case for one or more channels and have deployed Genesys Info Mart reporting. These use cases populate the data used to build predictors and models, which direct how interactions are routed. Note that the capture and analysis of FCR KPIs is not part of Genesys Info Mart out-of-box statistics and is developed during model creation.
*This use case is for revenue optimization but can be extended to other Sales KPIs.
*Prerequisites: An implemented use case for one or more channels and Genesys Info Mart reporting. These use cases populate the predictors used to direct routing and the data necessary to build the models. This solution cannot use data that is not present.
*The standard deployment materials address Inbound voice interactions only, and Genesys Info Mart data only.
*The capture and analysis of Sales KPIs is not part of Genesys Info Mart out-of-box statistics and is developed during model creation.
*The revenue definition chosen in this use case is illustrative and needs to be adapted for each project.

Note the exceptions where Predictive Routing cannot be integrated listed in the interdependencies section:

*Self-Service use cases
*Outbound preview and agent reservation used for Predictive and Progressive outbound
|CustomerAssumptions=*Customer has already optimized traditional routing strategies and processes and wants to achieve further improvements.
*Customer has all compatible versions of URS, IRD, Genesys Info Mart, GCXI, and Pulse; or upgrades have been scoped in to the project plan.
*Customer has the necessary systems and processes in place to track results and measure impact over the life of the model.
*Customer identification is available and stored in Genesys Info Mart.
|RequiresOr=CE01, CE02
|Optional=CE16, CE18, CE19, EE14
|Exceptions=CE12
|PremiseAssumptionsAdditional=<br />
|RelatedDocs={{TSSection
|sectionheading=Data Loader
|description=Enables you to upload data, including dataset configuration and upload scheduling.
|relatedarticles=*[https://all.docs.genesys.com/PE-GPR/9.0.0/Deployment/cfgAsc Deploy Data Loader]
*[https://all.docs.genesys.com/PE-GPR/9.0.0/Deployment/DL-CfgFile Configure Data Loader to upload data]
*[https://all.docs.genesys.com/PE-GPR/9.0.0/Deployment/DL-CFEP Configure Data Loader for Feature Engineering]
*[https://all.docs.genesys.com/PE-GPR/9.0.0/Deployment/dataReqs Set up data for import]
}}{{TSSection
|sectionheading=Routing and Reporting integrations
|description=The URS Strategy Subroutines component integrates with your existing Genesys Routing environment. Genesys Reporting produces reports based on KVPs that capture Predictive Routing interaction handling and outcomes.
|relatedarticles=*[https://all.docs.genesys.com/PE-GPR/9.0.0/Deployment/cfgSubroutines Deploy the URS Strategy Subroutines]
*[https://all.docs.genesys.com/PE-GPR/9.0.0/Deployment/GIMintegration Integrate with Genesys Reporting]
}}{{TSSection
|sectionheading=Model performance
|description=The GPR web application is the user interface that provides reports on feature coverage and model accuracy.
|relatedarticles=*[https://all.docs.genesys.com/PE-GPR/9.0.0/Help/Reports Monitor trends and performance]
}}
}}

UseCases/Current/GenesysEngage-onpremises/EE25

2022-11-08T16:19:55Z

Shlandy93: UCC: Removed references to Multicloud CX

{{SMART UseCase
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Reduced Penalties and Fines
|UCBenefit=Measuring agent-level compliance with company and legal requirements reduces systematic risk of compliance failures and associated costs.
}}
|UCIntro=This use case also supports PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
|UCOverview=Organizations have to comply with a wide range of legal and regulatory requirements that vary depending on the industry they operate in, the types of the interactions they are handling, the types of customers they are serving, and even the content of the interaction itself. The impact of non-compliance, even in isolated instances, can be devastating legally, financially, and to the organization's reputation. It is therefore critical to ensure, as far as possible, complete compliance on every single interaction.

Using Interaction Analytics provides the ability to monitor 100% of interactions, check for the occurrence or non-occurence of specific words and phrases related to a range of legal and regulatory compliance obligations, and prove the level of compliance with these obligations. This is impossible to do with sampling of recordings.
|UCSummary=Provide comprehensive monitoring and validation of compliance with legal, regulatory and organization obligations and both individual agent and overall organizational levels to reduce risk of compliance failures, ligitation, financial impacts, and damage to organization reputation or brand.
|Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content.
|PainPoints=* Loss or risk of loss due to non-compliance
* Inability to validate or demonstrate compliance
* Variation in performance with respect to compliance obligations at individual agent level or across teams, regions, in-house or outsourced resources
|DesiredState=* Comprehensive monitoring and reporting of interactions for compliance with legal, regulatory and organizational obligations
* Specific monitoring and reporting of compliance depending on the nature of interactions, customers being served
* Ability to incorporate compliance related reporting into agent training and ongoing improvement programs
|MaturityLevel=Consistent
|SellableItems=Coaching
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
* See EE22
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
* See EE22
* When implemented in conjunction with Genesys Interaction Recording caller, ANI and agent hierarchy data is generally available without requiring additional professional services.Where the use case is implemented in conjunction with a 3rd party recording solution, additional professional services effort may be required to import ANI and agent hierarchy information.Appending NPS or CSAT data to recordings may require additional professional services effort.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessImage=https://www.lucidchart.com/documents/edit/f8c52ce7-95f2-4ff7-a171-dfb037c3a77b/0
|BusinessFlowDescription=# The voice interaction is recorded (GIR or 3rd-party recorder) or the digital (text) interaction is completed (Genesys eServices or 3rd-party data source).
# Customer provides a list of compliance requirements.
# Identify the required compliance events (topics) and the events that trigger a compliance requirement (topics and/or metadata). A typical engagement for one business unit deploying use cases {{#mintydocs_link:topic=EE22}} and {{#mintydocs_link:topic=EE25}} is 12 weeks of PS effort, covering 20 topics.
# Build the required measurement elements inside GIA with associated reports. (Genesys PS)
# Conduct user training using customer's system and data. (Genesys PS)
# Conduct analysis with GIA to determine which compliance areas need improvement. (Customer)
# Implement training programs within the business operation to improve agent compliance performance. (Customer)
# Track the resulting performance improvement. (Customer)
Business consulting is provided through the first few projects.
}}
|BusinessLogic=Business issues that an implementation might need to deal with include:
* Financial regulation, medical, payments, credit cards
* Compliance with company regulation and standards
* Differences across regions, different states or countries
* Data regulation
* Union / employment
* Discrimination
* Things agents must say
* Things agents must not say
* Things agents omit
* Points in a call at which things need to be said
* Confirmation of consent
* Triggering of what is required based on the content of the call
* Confirmation from customers
|DistributionLogic=N/A
|AgentDeskRequirements=Genesys Interaction Analytics is a browser-based user interface. Access control for specific employee roles can be configured and is handled via the User Security configuration.

More information can be found within the [//docs.genesys.com/Documentation:SPMI:Admin:Welcome product administration guide].

Reporting
|RealTimeReporting=N/A
|HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of the Genesys Interaction Analytics platform. A full copy of the reports available is documented in the [https://docs.genesys.com/Special:Repository/8.5.5%20SpeechMiner%20User%20Manual.pdf?id=87707030-0b26-4986-a2f9-f7e276db2a17 User Manual].
|DocVersion=v 1.1.4
|GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Speech and Text Analytics'''

PureConnect Platform Assumptions:

When implemented in conjunction with Genesys Interaction Recording, caller ANI and agent hierarchy data is generally available without requiring additional professional services.

Where the use case is implemented in conjunction with a 3rd-party recording solution, additional professional services effort may be required to import ANI and agent hierarchy information.

Appending NPS or CSAT data to recordings may require additional professional services effort.

The prerequisite for this use case on PureConnect is Genesys Speech Analytics (EE22)

UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect
|RequiresAll=EE22
|SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}} which is expected to be Available for Genesys Multicloud CX customers from Q2 2018 for customers using Genesys Interaction Recording.

Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Multicloud CX.

The SpeechMiner Administration Tool (SMART) is not currently available to end customers for their use in Cloud. Additional support from Genesys is therefore required to carry out administration on the customer's behalf.

Import of NPS / CSAT data requires additional design and implementation effort for Cloud deployments.

Text analytics is not available in Cloud. Expected to be available in Q2 2018.}}
}}