https://all.docs.genesys.com/index.php?action=history&feed=atom&title=EE18%2FCanonical 2026-04-10T04:48:48Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=EE18/Canonical&diff=36675&oldid=prev 2020-03-26T15:34:41Z

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Bgrenon https://all.docs.genesys.com/index.php?title=EE18/Canonical&diff=36674&oldid=prev 2019-06-19T15:40:14Z

<p></p> <p><b>New page</b></p><div>{{SMART Meta<br /> |SolutionCategory=EE<br /> |Solution=Workforce Engagement<br /> |Title=Genesys Performance-based Routing<br /> |Subtitle=Optimize interaction routing on employee performance<br /> }}<br /> {{SMART Canonical<br /> |BuyerPersonas=Contact Center Supervisor / Manager, Head of Customer Service, Head of Sales<br /> |QualifyingQuestions=# Tell me about your transfer rates in your contact center?<br /> # Share your thoughts about the consistency of service your customers experience?<br /> # How is your performance with First Contact Resolution?<br /> |DataSheetImage=EE18 - genesys performance based routing - header (2).png<br /> |PlatformChallenge=Companies strive to connect their customers with the best qualified agent to drive business outcomes. But defining each agent’s proficiency across different skill sets is a moving target — making your routing less than optimal.<br /> |PlatformSolution=Accurately define agent still profiles using knowledges assessment results, then connect your customer to the best agent to meet their needs.<br /> |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/5e43848a-276c-4ca4-805d-f54912ca012c/0<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Use DNA blueprint with skills ratings<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Agents take the assessments<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Compare the employees results to the blueprints for their role<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Assign learning items based on results<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Update the agent skills ratings<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Improved First Contact Resolution<br /> |CanonicalBenefit=Increase first contact resolution by betting interactions to the most qualified agent.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Improved Customer Experience<br /> |CanonicalBenefit=Connect customers with knowledgeable staff to improve customer satisfaction.<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Reduced Interaction Transfers<br /> |CanonicalBenefit=Reduce the need for help or transfers by routing interaction to most qualified resource.<br /> }}</div>

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