EE30/Canonical - Revision history

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

2021-04-01T11:41:40Z

USC: Updated HLF embed code

Shane.landy@genesys.com: USC: Updated benefits to align with calculators

2021-02-15T16:49:38Z

USC: Updated benefits to align with calculators

Shlandy93 at 14:24, April 1, 2020

2020-04-01T14:24:36Z

Bgrenon: 1 revision imported

2020-03-26T15:34:43Z

1 revision imported

smart_wiki>Shlandy93 at 14:51, March 24, 2020

2020-03-24T14:51:48Z

Shlandy93 at 17:11, January 15, 2020

2020-01-15T17:11:35Z

Bgrenon: 1 revision imported

2018-08-22T18:18:34Z

1 revision imported

Shlandy93 at 19:23, July 19, 2018

2018-07-19T19:23:40Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Selective Recording
|Subtitle=Deliver selective recording of your agents based on metadata for review purposes
}}
{{SMART Canonical
|PlatformChallenge=You need selective recording of agents for review purposes based on metadata such as percentage-based, business-unit based, and customer type-based interactions. Without this, you can’t monitor and improve team performance.
|PlatformSolution=With Genesys Selective Recording, you can define recording rules to capture the interactions that matter most to you.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/5a99cdae-eb48-4f2d-b894-26f1e185463f/0
|BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
|QualifyingQuestions=# What are your needs for recording specific segments of the business?
# What are the criteria for the interaction types to be recorded?
}}
{{SMART DataSheetFlow
|Flow=A customer calls in
}}
{{SMART DataSheetFlow
|Flow=The IVR announces that the call will be recorded
}}
{{SMART DataSheetFlow
|Flow=The selective recording metadata triggers are met
}}
{{SMART DataSheetFlow
|Flow=The recording begins
}}
{{SMART DataSheetFlow
|Flow=THe conversation ends
}}
{{SMART DataSheetFlow
|Flow=The recording is stored
}}
{{SMART DataSheetFlow
|Flow=Later on the recording is searched for
}}
{{SMART DataSheetFlow
|Flow=The recording is listened to
}}
{{SMART DataSheetFlow
|Flow=The recording is archived/purged
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Improve the customer experience with targeted analysis of segmented recordings.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Deployment Costs
|CanonicalBenefit=Lower deployment costs with a smaller hardware footprint and reduced storage requirements.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Administration Costs
|CanonicalBenefit=Reduce systems administration requirements through targeted interaction recordings.
}}

@@ Line 11: / Line 11: @@
 *Need to guard your customer experience.
 |DesiredState=*Define recording rules to capture the interactions needed to address the concern.
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/5a99cdae-eb48-4f2d-b894-26f1e185463f/0
+|HighLevelFlowLucid=5a99cdae-eb48-4f2d-b894-26f1e185463f
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
 |QualifyingQuestions=# What are your needs for recording specific segments of the business?

@@ Line 8: / Line 8: @@
 |PlatformChallenge=You need selective recording of agents for review purposes based on metadata such as percentage-based, business-unit based, and customer type-based interactions. Without this, you can’t monitor and improve team performance.
 |PlatformSolution=With Genesys Selective Recording, you can define recording rules to capture the interactions that matter most to you.
-|PainPoints=* A need to monitor team performance.
+|PainPoints=*A need to monitor team performance.
-* Need to guard your customer experience.
+*Need to guard your customer experience.
-|DesiredState=* Define recording rules to capture the interactions needed to address the concern.
+|DesiredState=*Define recording rules to capture the interactions needed to address the concern.
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/5a99cdae-eb48-4f2d-b894-26f1e185463f/0
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
@@ Line 45: / Line 45: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Improve the customer experience with targeted analysis of segmented recordings.
 }}

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

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience
 |QualifyingQuestions=# What are your needs for recording specific segments of the business?
 # What are the criteria for the interaction types to be recorded?
 |DataSheetImage=EE30 - genesys selective recording - header (2).jpg
 }}
 {{SMART DataSheetFlow

← Older revision	Revision as of 18:18, August 22, 2018
(No difference)