BO07/Canonical - Revision history

Shane.landy@genesys.com: USC: Updated HLF embed code

2021-03-31T14:12:24Z

USC: Updated HLF embed code

Shlandy93 at 13:18, June 17, 2020

2020-06-17T13:18:54Z

Shlandy93 at 13:14, June 17, 2020

2020-06-17T13:14:32Z

Shlandy93 at 12:26, June 17, 2020

2020-06-17T12:26:28Z

Shlandy93 at 15:23, May 11, 2020

2020-05-11T15:23:14Z

Shlandy93 at 12:02, April 1, 2020

2020-04-01T12:02:44Z

Bgrenon: 1 revision imported

2020-03-26T15:34:42Z

1 revision imported

Shlandy93 at 15:06, March 25, 2020

2020-03-25T15:06:32Z

smart_wiki>Shlandy93 at 15:06, March 25, 2020

2020-03-25T15:06:11Z

Shlandy93 at 10:07, January 15, 2020

2020-01-15T10:07:51Z

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=You need quick and easy access to data insights that will help you improve results. When data is missing or is inconsistent across channels, and when business users find it difficult to get to information they need to make good decisions, customer and agent experiences suffer.
 |PlatformSolution=Improve the customer and employee experience by giving business users a full view into real-time agent and workgroup activity and tools to take timely action. Genesys KPI Insights monitors performance against operational goals and provides simple filtering, drill-down and reporting to address service issues in a snap.
@@ Line 19: / Line 18: @@
 *Set thresholds on various KPIs to monitor and take timely actions
 *Wide range of agent and workgroup dashboards with relevant business data
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/dce4d5bb-8dba-406a-8ae5-174ab6c52e05/0
+|HighLevelFlowLucid=dce4d5bb-8dba-406a-8ae5-174ab6c52e05
 |BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of IT Infrastructure
 |QualifyingQuestions=# Are you able to set SLA targets and effectively monitor them? Are you able to drill down to understand root causes of falling SLAs?

@@ Line 28: / Line 28: @@
 {{SMART Benefits
 |CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Users must be able to report, monitor and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact requires the ability to rapidly identify and understand anomalies. This can help improve FCR.
+|CanonicalBenefit=Users must be able to report, monitor and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact requires the ability to identify and understand anomalies. This can improve FCR.
 }}
 {{SMART Benefits
@@ Line 36: / Line 36: @@
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Administration Costs
-|CanonicalBenefit=Users must be able to report, monitor, and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact require the ability to rapidly identify and understand anomalies This can reduce labor costs.
+|CanonicalBenefit=Users must be able to report, monitor, and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact require the ability to identify and understand anomalies This reduces labor costs.
 }}

@@ Line 28: / Line 28: @@
 {{SMART Benefits
 |CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Business users must be able to report, monitor and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and the impact of the change requires the ability to rapidly identify and understand anomalies. This can help improve FCR.
+|CanonicalBenefit=Users must be able to report, monitor and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact requires the ability to rapidly identify and understand anomalies. This can help improve FCR.
 }}
 {{SMART Benefits
@@ Line 36: / Line 36: @@
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Administration Costs
-|CanonicalBenefit=Business users must be able to report, monitor, and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and the impact of the change require the ability to rapidly identify and understand anomalies This can reduce labor costs.
+|CanonicalBenefit=Users must be able to report, monitor, and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact require the ability to rapidly identify and understand anomalies This can reduce labor costs.
 }}

@@ Line 28: / Line 28: @@
 {{SMART Benefits
 |CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Business users must be able to report, monitor and make decisions regarding their contact center/customer experience to both improve business outcomes and to move the needle. Knowing when changes need to be made, the impact of the change and when not to make changes requires the ability to rapidly identify anomalies and understand root cause behind the anomalies. This effort of creating reports can be help improve FCR.
+|CanonicalBenefit=Business users must be able to report, monitor and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and the impact of the change requires the ability to rapidly identify and understand anomalies. This can help improve FCR.
 }}
 {{SMART Benefits
@@ Line 36: / Line 36: @@
 {{SMART Benefits
 |CanonicalBenefitID=Reduced Administration Costs
-|CanonicalBenefit=Business users must be able to report, monitor, and make decisions regarding their contact center/customer experience to both improve business outcomes and to move the needle. Knowing when changes need to be made, the impact of the change and when not to make changes require the ability to rapidly identify anomalies and understand root cause behind the anomalies. This effort of creating reports can be automated thus reducing labor costs.
+|CanonicalBenefit=Business users must be able to report, monitor, and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and the impact of the change require the ability to rapidly identify and understand anomalies This can reduce labor costs.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=You need quick and easy access to data insights that will help you improve results. When data is missing or is inconsistent across channels, and when business users find it difficult to get to information they need to make good decisions, customer and agent experiences suffer.
 |PlatformSolution=Improve the customer and employee experience by giving business users a full view into real-time agent and workgroup activity and tools to take timely action. Genesys KPI Insights monitors performance against operational goals and provides simple filtering, drill-down and reporting to address service issues in a snap.
@@ Line 26: / Line 27: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Use real-time analytics to track performance and identify opportunities to improve customer experience.
+|CanonicalBenefit=Business users must be able to report, monitor and make decisions regarding their contact center/customer experience to both improve business outcomes and to move the needle. Knowing when changes need to be made, the impact of the change and when not to make changes requires the ability to rapidly identify anomalies and understand root cause behind the anomalies. This effort of creating reports can be help improve FCR.
 }}
 {{SMART Benefits
@@ Line 34: / Line 35: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Reduced Administration Costs
-|CanonicalBenefit=Find opportunities for performance and routing improvements to use resources more efficiently.
+|CanonicalBenefit=Business users must be able to report, monitor, and make decisions regarding their contact center/customer experience to both improve business outcomes and to move the needle. Knowing when changes need to be made, the impact of the change and when not to make changes require the ability to rapidly identify anomalies and understand root cause behind the anomalies. This effort of creating reports can be automated thus reducing labor costs.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
(No difference)

← Older revision	Revision as of 15:06, March 25, 2020
(No difference)

@@ Line 8: / Line 8: @@
 |BuyerPersonas=Business Analyst, Head of Contact Center(s), Head of IT Infrastructure
 |QualifyingQuestions=# Are you able to set SLA targets and effectively monitor them? Are you able to drill down to understand root causes of falling SLAs?
-# Can you see how many customers attempted self service but opted out? Do you know why they called in the first place?
+# Can you see how many customers attempted self service but opted out? Do you know why they called in the first place? (Available in PureConnect 1H2019)
 # Is it easy to tell what kind of agents are handling your high value customers? (e.g., new hires, experienced, top performers)
-|PlatformChallenge=You need quick and easy access to insights that will help you properly manage service levels. When data is missing or is inconsistent across channels, and when business users find it difficult to get to information they need to make good decisions, customer and agent experiences suffer.
+|DataSheetImage=BO07.jpg
-|PlatformSolution=Improve the customer and employee experience by giving business users a full view into service level performance and tools to take timely action. Genesys KPI Insights monitors performance against service level goals and provides simple filtering, drill-down and custom reporting to address service issues in a snap.
+|PlatformChallenge=You need quick and easy access to data insights that will help you improve results. When data is missing or is inconsistent across channels, and when business users find it difficult to get to information they need to make good decisions, customer and agent experiences suffer.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/dce4d5bb-8dba-406a-8ae5-174ab6c52e05/0
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Customer Experience
-|CanonicalBenefit=Deliver consistent experiences and improve FCR to make interactions more effortless &amp; predictable.
+|CanonicalBenefit=Use real-time analytics to track performance and identify opportunities to improve customer experience.
 }}
 {{SMART Benefits