Editing UseCases/Current/GenesysEngage-onpremises/CE01

{{SMART UseCase
|ID=CE01
|Title=Connect a Voice Interaction to the Right Resource
|Offering=PureEngage
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Increased Revenue
|UCBenefit=Routing revenue-generating opportunities to the best skilled agents increases revenue.
}}{{SMART Benefits
|UCBenefitID=Reduced Handle Time
|UCBenefit=Routing voice calls to the agents best skilled to handle the customer's specific query reduces handle time.
}}{{SMART Benefits
|UCBenefitID=Improved Employee Utilization
|UCBenefit=Routing voice calls to the best-skilled agents improves employee utilization.
}}{{SMART Benefits
|UCBenefitID=Improved Customer Experience
|UCBenefit=Routing voice calls to agents with the skills appropriate to the customer's query improves the customer experience.
}}{{SMART Benefits
|UCBenefitID=Reduced Interaction Transfers
|UCBenefit=Routing voice calls to agents with the appropriate skill reduces the need for internal transfers.
}}
|UCOverview=This functional use case provides companies with capabilities to improve efficiency by routing voice interactions to the right agent through skills based routing. The routing application contains flexible business logic and configuration options required to easily deploy the solution and derive benefits.
|UCSummary=The caller initiates a voice call to the company. Opening hours, special day and emergency checks are performed and corresponding messages are played. Caller selects an option from a menu (prompt and collect) which maps to an agent skill expression. If no agents are available, target is expanded to include an additional agent skill or skill level before routing to an optional overflow number. Priority tuning may also be used to gradually increment priority level over time.
* To go live quickly (Time to market)
* To use best practice scenarios to enable fast realization of benefits

After the initial implementation the solution can be enhanced by additional functionality to further improve benefits of enhanced Genesys routing capabilities.
|PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do 
not have needed expertise, and the need for repeat contacts
* High staffing costs to meet service levels; some sites may be overloaded while agents are idle in others

|DesiredState=* Preempt customers waiting in queue and reduce agent workload by offering self service options
* Optimize customer experience by giving them expected wait times, offering callback in queue, and quickly connecting them to a knowledgeable, efficient agent who has their full journey history
* Escalate priority over time as customer waits in queue
* Reach out proactively with information customers want and need to preempt calls
|BuyerPersonas=Chief Marketing Officer, Business Analyst, IT Administrator
|QualifyingQuestions=# How easy is it for your customers to get repetitive or easy issues fixed?
# How often do your customers have first contact resolution?
# How often is a transfer required, due to agents’ experience or knowledge?
# What service level issues are you experiencing?
|MaturityLevel=TEST
|SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, SIP Interaction, SIP Interaction HA (optional), GVP, GVP HA (optional), SIP Business Continuity (Optional), ASR and TTS (Optional)
|CloudAssumptionsAdditional_Sales=This use case is available in the Cloud
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:This use case can be addressed utilizing SIP qualification and Parking OR can be delivered using GVP solution.
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=The following flow describes the use case from the perspective of the main actors, i.e. caller and contact center agent. The following diagrams shows the business flow of the use case:
|BusinessImage=https://www.lucidchart.com/documents/edit/ee59a752-1e08-4be8-8caa-e0fe31f5f353/0
|BusinessFlowDescription=# The caller initiates an inbound voice call to the contact center.
# The system checks if the day is configured as a special day. In this case a special day announcement is played and the call will be disconnected.
# The system checks if the call is within the contact center's business hours. If not an out-of-office announcement is played and the call will be disconnected.
# The system checks if an emergency announcement is activated. In this case an emergency announcement is played and the call will be disconnected.
# An call steering message (DTMF menu) is played with various menu options (optional). See chapter “Parameters to define Call Steering” on more details on how the this can be configured.
# A greeting announcement is played.
# The caller chooses a menu option using DTMF tone entered on handset. If the caller does not choose an option or chooses a non-available option, the menu will be repeated up to 2 times. If the caller still does not choose a valid menu option the call will be handled with default routing parameters.
# The call is distributed to the best-fit agent for the chosen topic based on the agent's skill and skill level (see [https://docs.genesys.com/Documentation/UC/Public/PureEngage/CE01#dist Distribution logic ] for details).
# At the end of the call the agent sets a disposition code to record the call outcome for reporting purposes.
}}
|BusinessLogic=This chapter describes the business logic and business rules which drive the decisions made by the Genesys system within the business & routing flow above described in the chapters above, i.e. the parameters used by Genesys to drive routing decisions and how these are configured.

These parameters allow the user to configure a number of operational parameters related to routing logic, including the target skills for each menu option, priority tuning, timers and overflows.Some parameters are only available at DNIS / Route Point level. These are either needed only once at the beginning of the call flow (e.g. greeting message) or will be used across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS / Route Point level (to be used if no call steering has been activated) and at the level of the choice of a specific touch point. The following tables illustrate example parameters which may be configured through Genesys configuration tools.
===Parameters to configure Service Line Announcements===
The following parameters can be configured by service line:
{{{!}} class="wikitable"
{{!}}-
!{{!}}Name
!{{!}}Description
{{!}}-
{{!}}{{!}}Business hours
{{!}}{{!}}Sets the hours that you are open and accepting calls
{{!}}-
{{!}}{{!}}Special day
{{!}}{{!}}A list of exceptions to the regular open hours, for a holiday or other reason
{{!}}-
{{!}}{{!}}Emergency declared
{{!}}{{!}}Activates the emergency announcement (i.e. power outage, general closure)
{{!}}}

===Parameters to define the Call Steering / DTMF Menus===
The use case allows users to define Menu options externally through parameters, thereby simplifying the flow. Based on the menu options chosen, corresponding caller segmentation can be done by this context. 




Up to 4 levels of DTMF menus can be configured with maximally 9 different sub-options for each choice in the previous level. The combination of choices of the customer within the DTMF menu will determine the service requested and the agent skill required to best satisfy this request. This possibility provides highest flexibility to adapt the use case to a specific company requirement, but it is generally not recommended to use all available levels and number of menu choices to not provide a bad customer experience via a complicated and lengthy DTMF menu.
===Distribution Parameters===
The following list of parameters define the behaviour of the distribution logic. These parameters can be configured per combination of possible DTMF choices in the Call Steering.
{{{!}} class="wikitable"
{{!}}-
!{{!}}Name
!{{!}}Description
{{!}}-
{{!}}{{!}}Primary Target
{{!}}{{!}}The skill and skill level expression to which the call will be routed. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.
{{!}}-
{{!}}{{!}}Secondary Target
{{!}}{{!}}The skill and skill level expression to which the call will be routed in the first target expansion step. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.
{{!}}-
{{!}}{{!}}Tertiary Target
{{!}}{{!}}The skill and skill level expression to which the call will be routed in the second target expansion step. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.
{{!}}}
The skill expression to define the target is defined by a combination of skill(s) and skill levels. Best practice is to use the same skill(s) with decreased skill level in subsequent targets to gradually expand the pool of agents after each timeout, rather than using a different skill.Priority tuning is configured via the following parameters:
* Priority increment (the amount to increase the priority after the interval time)
* Priority interval (the time between priority increases)
* Priority limit (the maximum priority)
* Priority start (the starting priority)

===Reporting Parameters===
The following five business parameters represent reporting categories and are completely customizable to your business model. You can assign different combinations of these parameters to each of your Inbound and Distribution parameter groups, to distinguish them in reporting and enable you to identify the unique properties of the parameter group.
{{{!}} class="wikitable"
{{!}}-
!{{!}}Name
!{{!}}Description
{{!}}-
{{!}}{{!}}Department
{{!}}{{!}}Business organization used as a category for reporting
{{!}}-
{{!}}{{!}}Flow
{{!}}{{!}}A business flow used as a category in reporting
{{!}}-
{{!}}{{!}}Intent Category
{{!}}{{!}}Business categories typically used as the top level of the call steering menu choices
{{!}}}

===Audio Resources===
The following audio resources are configurable by service line:
{{{!}} class="wikitable"
{{!}}-
!{{!}}Name
!{{!}}Example
{{!}}-
{{!}}{{!}}Business Hours
{{!}}{{!}}A message announcing office closure and inviting to call again at opening time
{{!}}-
{{!}}{{!}}Please Wait on Hold
{{!}}{{!}}A message inviting to wait
{{!}}-
{{!}}{{!}}Welcome
{{!}}{{!}}A Greeting message
{{!}}-
{{!}}{{!}}Emergency
{{!}}{{!}}An emergency message
{{!}}-
{{!}}{{!}}Special Day
{{!}}{{!}}A message announcing office closure due to special day (i.e. a bank holiday)
{{!}}-
{{!}}{{!}}Music waiting in queue
{{!}}{{!}}Music
{{!}}-
{{!}}{{!}}Main DTMF Menu Message
{{!}}{{!}}The main Call Steering menu accouncement
{{!}}-
{{!}}{{!}}Sub-DTMF Menu Messages (multiple messages)
{{!}}{{!}}The sub-menu messages for the Call Steering as required.
{{!}}}
|DistributionImageFlow={{SMART DistributionImageFlow
|DistributionImage=https://www.lucidchart.com/documents/edit/ba39e741-d78c-431f-80cd-458408bc26e7/0
|DistributionFlowDescription=# The system checks whether any agents corresponding to the target are logged in. If no agents are logged in, the flow will continue with step 8.
# If agents are logged in, the call is queued to the first target.
# The system checks whether any agents are available.
# If agents with the required target are available, the call will be distributed to the available agent who is longest idle.
# If no agent is available, music is played while the caller is in queue.
# The priority is increased according to priority tuning parameters.
# The system checks whether the target timeout has expired (if configured). If the timeout has not expired, the call continues to wait for an available agent.
# If the timeout has expired, then the system checks whether an additional target has been configured. If no additional target has been configured, the call continues to wait for an available agent.
# If the next target is still internal, Genesys will attempt to distribute to the expanded target. Up to a maximum of two iterations of target expansion can be configured. The flow continues at step 1.
# If the next target is configured to be an external number, the call will be forwarded to this number.
}}
|DistributionLogic='''General distribution functionality'''




The distribution logic will include the following functionality:
* The target will be configurable by (final) DTMF choice. Additional targets are optional.
* RONA-functionality: If an agent does not accept the voice interaction, the voice call will be automatically put back into the distribution flow after a time out. The agent will be set to not-ready.
* Blending with other media types will be possible. Priority settings for voice interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).
|CustomerInterfaceRequirements=N/A
|AgentDeskRequirements=* The agent can view the menu selection (service) and/or the DNIS when the call is presented
* Agents can transfer calls to other individual agents as out-of-the-box functionality.
* The agents can transfer calls to defined route points. The routing logic defined for these route points will be similar to the routing logic defined above. Only route points to transfer calls will be visible to the agent in his desktop.
* Configuration of not-ready reason codes (Admin Work, Lunch, Meeting, Pause, RONA and Training).
* Configuration of disposition codes for reporting of business outcome (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell)
|RealTimeReporting=<big>'''Premise'''</big> 

'''Pulse''' is a Genesys Administrator Extension (GAX) plug-in 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, interactions handled, and the average handle time.

With Pulse you can:
* Monitor the current state and activity of Contact Center objects to help make decisions about staffing, scheduling and call routing strategies.
* Create widgets from predefined and user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
* Predefined Inbound templates
** Agent KPIs
** Agent Group Status
** Agent Login
** Queue KPIs

====Pulse Example Dashboards====
Genesys Pulse offers personalized dashboards based on specific functional, geographical or organizational needs. Each Genesys Pulse dashboard presents information by widgets that can be simply configured to be viewed as graphs or tables and show information about queues, outbound campaigns, agent groups or employees. By selecting specific Key Performance Indicators (KPIs), such as service level, the number of interactions handled and average handle time, you can quickly customize Pulse to match your needs and help you make better decisions faster.

The following is an example of a Pulse Dashboard:

[[File:CE1 - Pulse1.png|Example Pulse Dashboard]]
====Service Level Performance====
Monitor KPIs by segment, category, department and company (Queue KPIs, Queue Overflows):
* Intraday service level with cumulative metrics
* Current SLA
* Overflows and dissuasion

''Queue KPIs''

See below the Queue KPIs widget displaying for each segment (VQ related to customer business) its respective KPIs (Service Level, Calls Answered, Current Calls in queue, ASA, AHT, ..) in expanded views.

The first screenshot shows what can be displayed in the grid view. Specific thresholds can be configured based on customers' SLA.

[[File:CE1 - Pulse2.png|Queue KPIs]]

The second screenshot shows what can be displayed in the bar view to visualize the Service Level performance with a better granularity and identify a time range where service level could be degraded.

[[File:CE1 - Pulse13.png|Queue KPI - Bar View]]

The third screenshot shows what can be displayed in the bar view to visualize the Service Level performance as well as other main KPIs to measure the calls distribution performance.

[[File:CE1 - Pulse3.png|Queue KPIs - Service Level and other main KPIs]]

The fourth screenshot shows what can be displayed in the line view to visualize the trend of the Service Level within the current day.

[[File:CE1 - Pulse4.png|Line View]]
====Team and Employee Performance====
In order to manage the workload across different teams, it is important for Pulse supervisors to monitor their employee availability and behavior. The ability to view a representation of all the agents assigned to a group and their current states provides supervisors a quick look at available staff and an at-a-glance view of their current states, for example, agents on calls, on hold, waiting for calls, or not ready with reason.

''Agent Group Status''

This widget can be applied to Genesys Agent Groups only.

The first screenshot shows what can be displayed in the grid view. Pulse supervisors can visualize KPIs and current status of their workforce.

[[File:CE1 - Pulse5.png|Agent Group Status - Grid View]]

The second screenshot shows what can be displayed in the bar view. At a glance, Pulse supervisors can visualize the distribution of agent status per team.

[[File:CE1 - Pulse6.png|Agent Group Status - Bar View]]

The third screenshot shows what can be displayed in the line chart view. At a glance, Pulse supervisors can visualize and compare the trend of agents logged in per team.

[[File:CE1 - Pulse7.png|Agent Group Status - Line Chart View]]

''Agent KPIs''

This report can be applied to Genesys Agent and Agent Group.

The first screenshot shows what can be displayed in the grid view. Pulse supervisors can visualize agent KPIs and status of their workforce.

[[File:CE1 - Pulse8.png|Agent KPIs - Grid View]]

The second screenshot shows what can be displayed in the bar view. At a glance, Pulse supervisors can visualize agent status and activity. Supervisors can sorted out agents out of specific interests. In this case, the supervisor sorted agents out of calls answered.

[[File:CE1 - Pulse9.png|Agent KPIs - Bar View]]

The third screenshot shows what can be displayed in the line chart view. At a glance, Pulse supervisors can visualize the trend and compare the number of calls answered per agent.

[[File:CE1 - Pulse10.png|Agent KPIs - Line Chart View]]

''Agent Login''

This report can be applied to Genesys agents only. With this report, the supervisor can ensure the agents are logged in where they should be and managing the service for which they are responsible but also monitor the current agent status.

The first screenshot shows the reason why agents are not ready in a specific group.

[[File:CE1 - Pulse11.png|Agents Not Ready]]

The second screenshot shows the properties related to the call currently handled by agents. It includes 4 KVP which are the one associated to Service Type, Service Sub Type, Customer Segment and Business Result.

[[File:CE1 - Pulse12.png|Agent Login - Currently handled calls]]

NOTE: Occupancy metric is specific to media type, it does not give the overall Occupancy of the agent across media types. You also have to consider if the agent can handle concurrent interactions this can understate the agents true Occupancy.

<big>'''Cloud'''</big> 

Real-time reporting is provided by Genesys Pulse and by Designer Analytics.

The following ready to use Pulse reports are available for this use case in Cloud:
* Agent Group Status—Displays the current number of agents in their various interaction handling states by group.
* Agent KPIs—Displays agent key performance indicators for agent groups and individual agents within those groups.
* Agent Login—Displays agents that are logged in, what type of work they have been assigned, and their current status.
* Queue KPIs—Displays call activity associated with the interaction queues.

Each Genesys Pulse report presents information within graphical widgets that you can configure to show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical or organizational considerations. To customize reports, you select specific key performance indicators (such as service level, the number of interactions handled, or average handle time).
|HistoricalReporting=<big>''Premise''</big>

Interactive Insights out-of-the-box reports will be used to:
* Measure the effectiveness and efficiency of the use case 
* Dimension reporting metrics by the “Reporting Business Parameters”
* The not-ready time in agents reports will be split for not ready reason codes set as follows “Break”, “Lunch”
* Monitor calls dissuaded due to emergency or out of office conditions as follows: “OutOfHours", "IsSpecialDay", "Emergency", "NoMoreTargets", "RouteOverflow"
* Evaluate resource performance with a variety of reports for Agents and Detail facts
* Report on calls transferred to an external number separately
* Compare agent performance in handling interactions against the agent’s group, focusing on a few specific measures that demonstrate the possible mishandling of interactions—a high number of unaccepted interactions, excessive hold and after-call work (wrap) times, and shorter-than-usual engage (talk) duration with customers.

====Reporting Metrics====
NOTE: Almost all Interactive Insight reports and metrics are dimensioned by Media Type, Interaction Type and some form of date&time out of the box. Occupancy metric is specific to media type, it does not give the overall Occupancy of the agent across media types. You also have to consider if the agent can handle concurrent interactions as this can understate the agents true Occupancy.

There are 40+ reports available reports to confirm the benefits for this use case. The following shows key metrics as examples:

'''Agent KPIs''' enable the organization to measure and filter InfoMart data based on the interaction-related activities that are conducted by active agents.
{{{!}} class="wikitable"
{{!}}-
!{{!}} 
! style="width:15em"{{!}}Sample Agent KPIs
!{{!}}Description
{{!}}-
{{!}}{{!}}Activity
{{!}}{{!}}Examples for available KPIs:
* Abandoned Inviting 
* Accepted
* Conference Initiated
* Consult Initiated
* Engage Time
* Handle Time
* Hold
* Invite
* Offered
* Rejected
* Wrap 
{{!}}{{!}}


Agent interaction level data.



Counts and duration measures are attributed to the reporting interval in which interactions are offered to the agent.
{{!}}-
{{!}}{{!}}Interaction
State & Reason
{{!}}{{!}}Examples for available KPIs:
* % Engage Time
* % Hold Time
* % Invite Time
* % Wrap In Time
* Accepted
* Consult Received Accepted
* Engage Time
* Not Accepted
* Not Ready In Time
* Offered 
{{!}}{{!}}Agent interaction level data.


Measures are attributed to each reporting interval in which agents handle the interactions and durations are clipped at interval boundaries.
{{!}}-
{{!}}{{!}}Summarized
State & Reason
{{!}}{{!}}Examples for available KPIs:
* % Busy Time
* % Not Ready Reason Time
* % Occupancy
* % Ready Time
* % Wrap Time
* Active Time
* Not Ready
* Not Ready Reason Time
* Wrap 
{{!}}{{!}}Agent summarized data for a session.



Measures are attributed to each reporting interval in which agents handle the calls, and durations are clipped at interval boundaries.
{{!}}}


'''Queue KPI''' enable the organization to measure and filter InfoMart data based on the queue(s) through which customer interactions pass or the Business Attributes associated with the interactions. Counts and duration 
measures are attributed to the reporting interval in which interactions entered the queue.
{{{!}} class="wikitable"
{{!}}-
!{{!}} 
! style="width:15em"{{!}}Queue KPIs
!{{!}}Description
{{!}}-
{{!}}{{!}}Queue
{{!}}{{!}}Examples for available KPIs:
* Period
* Queue Name
* Media Type
* Customer Segment
* Service Type
* Service Subtype
* Entered
* Abandoned Waiting
* Abandoned Time
* Not Accepted
* Redirected
* Accepted Agent
* Accepted Agent in Threshold
* Accept Time Agent
* % Service Level
* Invite Time
* Engage Time
* Handle Time
* Transfer Initiated Agent
* ….
{{!}}{{!}}


Queue interaction level data.



Counts and duration measures are attributed to the reporting interval in which interactions are offered to the queue.
{{!}}}


'''Business Attribute KPI''' enable the organization to measure and filter Info Mart data based on the business attributes that are associated with the customer interactions. Counts and duration measures are attributed to the reporting interval in which interactions entered the Contact Center.
{{{!}} class="wikitable"
{{!}}-
!{{!}} 
! style="width:15em"{{!}}Business Attributes KPIs
!{{!}}Description
{{!}}-
{{!}}{{!}}Business Attributes
{{!}}{{!}}Examples for available KPIs:
* Period
* Media Type
* Customer Segment
* Service Type
* Service Subtype
* Entered
* Entered Obj
* Abandoned Waiting
* Not Accepted
* Redirected
* Accepted 
* Accepted in Threshold
* Accept Time Agent
* % Service Level
* Engage Time
* Handle Time
* Avg Handle Time
* Transfer Initiated Agent
* ….
{{!}}{{!}}


Business Attribute interaction level data.



Counts and duration measures are attributed to the reporting interval in which interactions are offered by business attribute.
{{!}}}


'''Accepted Agent''' enable the organization to measure and filter Info Mart data based on the queue(s) through which customer interactions pass in which agents accept or answer the interaction. Counts and duration measures are attributed to the reporting interval in which interactions entered the queue.
{{{!}} class="wikitable"
{{!}}-
!{{!}} 
! style="width:15em"{{!}}Accepted Agent KPIs
!{{!}}Description
{{!}}-
{{!}}{{!}}Accepted Agent
{{!}}{{!}}Available KPIs:
* Queue Name
* Mediaedia Type
* Customerustomer Segment
* Service Type
* Service Subtype
* Accepted Waiting 1..20 Thresholds
* % Accepted Waiting 1..20 Thresholds
{{!}}{{!}}


Service quality data for interactions in Queue.



Gauges service quality by indicating how many interactions were accepted as well as the percentage of interactions that were accepted within a specific set of time ranges.
{{!}}}


'''Abandoned Waiting''' enable the organization to measure and filter Info Mart data based on the queue(s) through which customer interactions abandoned while waiting to be answered. Counts and duration measures are attributed to the reporting interval in which interactions entered the queue.
{{{!}} class="wikitable"
{{!}}-
!{{!}} 
! style="width:15em"{{!}}Abandoned Waiting KPIs
!{{!}}Description
{{!}}-
{{!}}{{!}}Abandoned Waiting
{{!}}{{!}}Available KPIs:
* Queue Name
* Media Type
* Customer Segment
* Service Type
* Service Subtype
* Abandoned Waiting 1..20 Thresholds
* % Abandoned Waiting 1..20 Thresholds
{{!}}{{!}}


Service quality data for interactions in Queue.



Gauges service quality by indicating how many interactions were abandoned as well as the percentage of interactions that were abandoned, while the interactions were queued at a specific queue for a specific set of time ranges. The time ranges are configured within the InfoMart Application options.
{{!}}}


'''Interaction Details''' enable the organization to track low-level interaction details.
{{{!}} class="wikitable"
{{!}}-
!{{!}} 
! style="width:15em"{{!}}Interaction Detail KPIs
!{{!}}Description
{{!}}-
{{!}}{{!}}Handling Attempt
{{!}}{{!}}Available KPIs:
* Interaction ID
* Connection ID
* Media Type
* Customer ID
* Customer Segment
* Service Type
* Service Subtype
* Business Result
* Interaction Type
* Start Timestamp
* End Timestamp
* Routing Target
* Resource Role
* Role Reason
* Technical Result
* Result Reason
* Queue Time
* Route Point Time
* Total Duration
* Customer Talk Time
* Customer Hold Time
* Customer Wrap Time
* ....
{{!}}{{!}}


Handling Attempt detail interaction level data.



Handling Attempt details of interactions that are stored mostly in the INTERACTION_RESOURCE_FACT Info Mart tables.
{{!}}-
{{!}}{{!}}Flow
{{!}}{{!}}Available KPIs:
* Agent/Queue
* Connection ID
* Media Type
* Customer ID
* Interaction ID
* Interaction Type
* Interaction Subtype
* Segment ID
* Source
* Target
* Technical Result Resource Role 
* Technical Result Role Reason
* Technical Result
* Technical Result Reason
* Duration
{{!}}{{!}}


Flow detail interaction level data.



Interaction-flow details of interactions that are stored mostly in the INTERACTION_FACT, INTERACTION_RESOURCE_FACT, and MEDIATION_SEGMENT_FACT Info Mart tables.
{{!}}-
{{!}}{{!}}Transfer
{{!}}{{!}}Available KPIs:
* Interaction ID
* Media Type
* Source
* Source Service Type
* Source Service Subtype
* Source Customer Segment
* Source Last Queue
* Source Technical Result
* Source Customer Engage Time
* Source Customer Hold Time
* Source Customer Wrap Time
* Source Queue Time
* Target
* Target Service Type
* Target Service Subtype
* Target Customer Segment
* Target Last Queue
* Target Technical Result
* Target Customer Engage Time
* Target Customer Hold Time
* Target Customer Wrap Time
* Target Queue Time
* ....
{{!}}{{!}}


Transfer detail interaction level data.



Interaction details identifying the source and destination of transferred and conference interactions.
{{!}}}


<big>'''Cloud'''</big> 

Due to the continuous evolution, the features available in Cloud rapidly change. Please reach out to your local Cloud Team for latest information.
|SMART_PremiseAssumptions={{SMART PremiseAssumptions
|Premise_Assumption=Implementation of this use case will be based on the corresponding Blueprint Architecture
}}{{SMART PremiseAssumptions
|Premise_Assumption=Routing parameters are configured through GAX operational parameter groups, which are referenced in the underlying strategy / routing application
}}{{SMART PremiseAssumptions
|Premise_Assumption=Text To Speech and Speech Recognition are not included.
}}{{SMART PremiseAssumptions
|Premise_Assumption=No Genesys Voice Portal - all customer input is via DTMF prompt and collect
}}{{SMART PremiseAssumptions
|Premise_Assumption=Genesys Infomart and Interactive Insights will be used for historical reporting
}}{{SMART PremiseAssumptions
|Premise_Assumption=Workspace Desktop Edition will be used as agent desktop
}}{{SMART PremiseAssumptions
|Premise_Assumption=Pulse will be used for real-time reporting.
}}{{SMART PremiseAssumptions
|Premise_Assumption=No Integration with third party systems
}}
|SMART_CloudAssumptions={{SMART CloudAssumptions
|Cloud_Assumption=Implementation of this use case will be based on the corresponding Pure-Engage cloud blueprint Architecture
}}{{SMART CloudAssumptions
|Cloud_Assumption=All routing options and configuration parameters are configured through Designer Data Tables. This will allow users simplicity in managing their interaction logic and to dynamically make changes
}}{{SMART CloudAssumptions
|Cloud_Assumption=Text-to Speech and Speech Recognition are not included
}}{{SMART CloudAssumptions
|Cloud_Assumption=All customer input is via DTMF prompts. Customers need to provide these recordings for prompts. Standard definition for these recordings will be provided
}}{{SMART CloudAssumptions
|Cloud_Assumption=Genesys Workstation Web Edition will be provided as Agent Desktop
}}{{SMART CloudAssumptions
|Cloud_Assumption=Pulse will be used for real-time reporting
}}{{SMART CloudAssumptions
|Cloud_Assumption=No integration with third party systems out-of-box
}}
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=v 1.1.2
}}
|SMART_Interdependencies_Requires={{SMART Interdependencies Requires
|Requires=CE02, CE04
}}{{SMART Interdependencies Requires
|Requires=EE01
|Conditions=Optional to enable Video Chat
}}
|SMART_Interdependencies_Incompatible={{SMART Interdependencies Incompatible
|Incompatible=SL02
}}
|UCBenefitID=Improved Agent Competency
|UCBenefit=This UC improves NPS by XYZ.
|Personas=Edith (VP Customer Experience), Bettina (VP Digital Engagement), Carl (Contact Center Director)
|Cloud=Yes
|Premise=Yes
|Benefits=* Increase revenue due to improved match of customer with best agent (Revenue)
* Enhance customer retention by matching caller with highly skilled agent (Revenue)
* Reduce transfers through skills-based routing (Efficiency)
* Reduce Average Handle Time by matching every caller with the best available agent (Efficiency)
* Improve NPS by optimally handling customer issue/inquiry (Experience)
* Reduce customer frustration by matching with knowledgeable agent (Experience)
|GenersalAssumptions=test
}}