EE32/Canonical - Revision history

Shlandy93 at 10:55, July 16, 2024

2024-07-16T10:55:53Z

Shlandy93 at 15:30, April 15, 2020

2020-04-15T15:30:39Z

Shlandy93 at 15:49, April 1, 2020

2020-04-01T15:49:47Z

Bgrenon: 1 revision imported

2020-03-26T15:34:45Z

1 revision imported

smart_wiki>Shlandy93 at 14:54, March 24, 2020

2020-03-24T14:54:00Z

Shlandy93 at 13:31, March 9, 2020

2020-03-09T13:31:45Z

Shlandy93 at 12:39, March 6, 2020

2020-03-06T12:39:29Z

Shlandy93 at 15:45, February 14, 2020

2020-02-14T15:45:45Z

Bgrenon: Created page with "{{SMART Meta |Solution=Workforce Engagement |Title=Genesys Agent Desktop Screen Recording |Subtitle=Record Agent Desktop Screens }} {{SMART Canonical |BuyerPersonas=Contact Ce..."

2018-11-13T16:52:35Z

Created page with "{{SMART Meta |Solution=Workforce Engagement |Title=Genesys Agent Desktop Screen Recording |Subtitle=Record Agent Desktop Screens }} {{SMART Canonical |BuyerPersonas=Contact Ce..."

New page

{{SMART Meta
|Solution=Workforce Engagement
|Title=Genesys Agent Desktop Screen Recording
|Subtitle=Record Agent Desktop Screens
}}
{{SMART Canonical
|BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service, IT Administrator
|QualifyingQuestions=# How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
# How do you assess why some agents take longer to handle customer interactions than others? 
# Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues? 
# Are there any concerns about agents accessing unauthorized information while handling interactions? 
|PlatformChallenge=You need visibility of activity on the agent desktop in order to understand:
* why certain types of calls or other types of media interactions take longer to handle that others
* how well the agent understands the applications
* workflow - identify when issues are related to agent problems or to system issues
* handling of multiple overlapping interactions
* agent access to unauthorized activity
* adherence to compliance requirements/regulations
|PlatformSolution=Genesys screen recording of agent desktop activity allows you capture the desktop recording at the same time as the recording for all available recorded communication channels. Increase contact center quality, improve efficiency of handling interactions and reduce compliance risks.
}}
{{SMART DataSheetFlow
|Flow=Customer makes contact on one of the available interaction channels
}}
{{SMART DataSheetFlow
|Flow=The recording begins and if there is a matching policy, recording is started and retained.
}}
{{SMART DataSheetFlow
|Flow=Agent may pause/resume recording
}}
{{SMART DataSheetFlow
|Flow=Conversation ends and streams are synchronized
}}
{{SMART DataSheetFlow
|Flow=Retained recordings are stored.
}}
{{SMART DataSheetFlow
|Flow=Supervisor is able to search for/locate interaction recording and play the interaction recording along with the screen recording of desktop activity
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Penalties and Fines
|CanonicalBenefit=Use recording of agent screen activity along with recording of call, email, chat and SMS to support compliance and regulatory requirements
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Insights and Visibility
|CanonicalBenefit=Use recordings of agent desktop activity for visibility of system performance issues and navigation between applications that impact the flow and optimal handling of interactions.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Agent Competency
|CanonicalBenefit=Use recordings of agent desktop activity along with recordings of calls, chat, email and SMS to identify training and coaching opportunities.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Use recordings of agent desktop activity to improve efficient and accurate response to customer contacts across all of your communication channels
}}

@@ Line 1: / Line 1: @@
 {{SMART Meta
-|Solution=Workforce Engagement
+|SolutionCategory=EE
-|Title=Genesys Agent Desktop Screen Recording
+|Solution=Self-Service and Automation
-|Subtitle=Record Agent Desktop Screens
+|Title=Genesys Agent Copilot
 }}
 {{SMART Canonical
-|ID=
+|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
-|PlatformChallenge=You need visibility of activity on the agent desktop in order to understand:
+|DataSheetImage=EE31 - genesys agent assist - header.png
-*why certain types of calls or other types of media interactions take longer to handle that others
+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.
-*workflow - identify when issues are related to agent problems or to system issues
+|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 Insights and Visibility
+|CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Use recordings of agent desktop activity for visibility of system performance issues and navigation between applications that impact the flow and optimal handling of interactions.
+|CanonicalBenefit=Provides context of the customer's journey and dynamic knowledge suggestions to better address customer issues
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Agent Competency
+|CanonicalBenefitID=Reduced Handle Time
-|CanonicalBenefit=Use recordings of agent desktop activity along with recordings of calls, chat, email and SMS to identify training and coaching opportunities.
+|CanonicalBenefit=Agents spent less time searching for answers with relevant information delivered automatically.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Net Promoter Score
-|CanonicalBenefit=Use recordings of agent desktop activity to improve efficient and accurate response to customer contacts across all of your communication channels
+|CanonicalBenefit=Customer issues are resolved faster and more accurately, which leads to less frustration
 }}

@@ Line 5: / Line 5: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=You need visibility of activity on the agent desktop in order to understand:
@@ Line 22: / Line 23: @@
 *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
 *Record all of your available customer digital channels along with agent desktop screen activity
-|BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service, IT Administrator
+|HighLevelFlowLucid=
 |QualifyingQuestions=#How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
 #How do you assess why some agents take longer to handle customer interactions than others?<br />

@@ Line 14: / Line 14: @@
 |PainPoints='''This use case will be retired and replaced by WE01 (Quality Assurance and Compliance) in Q2.'''
-* Inability to record agent desktop screens for all available media types
+*Inability to record agent desktop screens for all available media types
-* High Total Cost of Ownership (TCO) for recording
+*High Total Cost of Ownership (TCO) for recording
-* Desire to move away from incumbent recording vendor
+*Desire to move away from incumbent recording vendor
-* Current recording solution doesn’t support recording calls as well as digital channels
+*Current recording solution doesn’t support recording calls as well as digital channels
-* Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels
+*Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels
-|DesiredState=* Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
+|DesiredState=*Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
-* 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
+*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
-* Record all of your available customer digital channels along with agent desktop screen activity
+*Record all of your available customer digital channels along with agent desktop screen activity
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service, IT Administrator
 |QualifyingQuestions=#How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
@@ Line 56: / Line 56: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Customer Experience
+|CanonicalBenefitID=Improved Net Promoter Score
 |CanonicalBenefit=Use recordings of agent desktop activity to improve efficient and accurate response to customer contacts across all of your communication channels
 }}

@@ Line 12: / Line 12: @@
 *agent access to unauthorized activity
 |PlatformSolution=Genesys screen recording of agent desktop activity allows you capture the desktop recording at the same time as the recording for all available recorded communication channels. Increase contact center quality, improve efficiency of handling interactions and reduce compliance risks.
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service, IT Administrator
 |QualifyingQuestions=#How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?

@@ Line 5: / Line 5: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service, IT Administrator
 |QualifyingQuestions=#How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
@@ Line 11: / Line 18: @@
 #Are there any concerns about agents accessing unauthorized information while handling interactions?<br />
 |DataSheetImage=EE32 - Genesys Agent Desktop Screen Recording (2).png
 }}
 {{SMART DataSheetFlow

← 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, Head of Customer Service, IT Administrator
-|QualifyingQuestions=# How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
+|QualifyingQuestions=#How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
-# How do you assess why some agents take longer to handle customer interactions than others?<br />
+#How do you assess why some agents take longer to handle customer interactions than others?<br />
-# Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?<br />
+#Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?<br />
-# Are there any concerns about agents accessing unauthorized information while handling interactions?<br />
+#Are there any concerns about agents accessing unauthorized information while handling interactions?<br />
 |PlatformChallenge=You need visibility of activity on the agent desktop in order to understand:
 * why certain types of calls or other types of media interactions take longer to handle that others