UseCases/Current/GenesysCloud/CE01 - Revision history

Shlandy93: Redirected page to UseCases/Current/GenesysCloud/CE43

2020-10-14T14:43:53Z

Redirected page to UseCases/Current/GenesysCloud/CE43

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WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:47Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: Text replacement - "manual=PureCloud" to "manual=GenesysCloud"

2020-07-15T11:32:40Z

Text replacement - "manual=PureCloud" to "manual=GenesysCloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/CE01 to UseCases/Current/GenesysCloud/CE01: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:30:58Z

WikiSysop moved page UseCases/Current/PureCloud/CE01 to UseCases/Current/GenesysCloud/CE01: Text replacement - "PureCloud" to "GenesysCloud"

Shlandy93 at 15:08, May 27, 2020

2020-05-27T15:08:53Z

Shlandy93 at 12:20, March 27, 2020

2020-03-27T12:20:23Z

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Shlandy93 at 15:22, February 14, 2020

2020-02-14T15:22:19Z

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T20:34:14Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

Bgrenon: 1 revision imported

2019-04-24T12:24:25Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:25Z

Published

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@@ Line 33: / Line 33: @@
 |QualifyingQuestions=
 |MaturityLevel=Consistent
-|SellableItems=PureCloud 2 or greater
+|SellableItems=Genesys Cloud 2 or greater
 |CloudAssumptions=
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
-* The full use case outlined here available in PureCloud.
+* The full use case outlined here available in Genesys Cloud.
 |PremiseAssumptions=N/A
 |PremiseAssumptionsAdditional_Sales=
@@ Line 69: / Line 69: @@
 ====Bullseye Routing====
-To relax agent qualification requirements and allow PureCloud to route a call to more agents, use PureCloud's Bullseye Routing. Bullseye Routing removes skills as the time-in-queue increases for the call.
+To relax agent qualification requirements and allow Genesys Cloud to route a call to more agents, use Genesys Cloud's Bullseye Routing. Bullseye Routing removes skills as the time-in-queue increases for the call.
-'''Note:''' For most implementations, standard ACD routing is preferable to PureCloud Bullseye routing, except in cases where interaction skill requirements are complex.
+'''Note:''' For most implementations, standard ACD routing is preferable to Genesys Cloud Bullseye routing, except in cases where interaction skill requirements are complex.
 The best practice for Bullseye Routing is to target one queue and remove the least critical skills incrementally as the Bullseye ring expansion progresses. You can configure the following Bullseye Routing parameters:
@@ Line 103: / Line 103: @@
 #If agent(s) with the required skill(s) are available, the call is routed to the agent who is longest idle.
 #If no agent is available, music is played while the caller is in queue.
-#The system tracks the call wait time as the call remains in the queue. PureCloud’s assignment algorithm increases call priority as call wait time increases.
+#The system tracks the call wait time as the call remains in the queue. Genesys Cloud’s assignment algorithm increases call priority as call wait time increases.
 #The system checks whether the Bullseye Timeout interval has elapsed.
 #If the timeout has expired, then the system removes skill requirement(s) according to the configuration and transitions to the next Bullseye Ring, expanding the population of qualified agents. If another Bullseye Ring is not available, the call remains in Queue with its current skill requirements.
@@ Line 111: / Line 111: @@
 *All Skills Matching - ACD considers only agents who have all of the requested skills.
-PureCloud routes the call to the first available agent with the requested skills.
+Genesys Cloud routes the call to the first available agent with the requested skills.
-*Best Available Skills - ACD routes interactions based on the highest average proficiency level for the requested skills. PureCloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent’s proficiency rating for each of the requested skills.
+*Best Available Skills - ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent’s proficiency rating for each of the requested skills.
-*Disregard Skills, Next Agent - ACD routes interactions based on agent availability instead of skills. PureCloud routes the call to the first available agent and ignores any skill requests.
+*Disregard Skills, Next Agent - ACD routes interactions based on agent availability instead of skills. Genesys Cloud routes the call to the first available agent and ignores any skill requests.
 ====<span class="mw-headline" id="General_Distribution_Functionality">General Distribution Functionality</span><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><span class="mw-editsection-bracket">]</span></span>====
@@ Line 125: / Line 125: @@
 ====Routing Methods====
-*Standard ACD - PureCloud routes interactions to the next available agent. PureCloud considers skills as specified by the evaluation method.
+*Standard ACD - Genesys Cloud routes interactions to the next available agent. Genesys Cloud considers skills as specified by the evaluation method.
-*Bullseye - PureCloud routes interactions to a targeted sub-queue of agents with specific skills. If no agents are available, PureCloud relaxes the requested skills, based on the queue configuration, to expand the pool of agents who can receive the call.
+*Bullseye - Genesys Cloud routes interactions to a targeted sub-queue of agents with specific skills. If no agents are available, Genesys Cloud relaxes the requested skills, based on the queue configuration, to expand the pool of agents who can receive the call.
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=* The agent can view the queue when the call is presented.
@@ Line 133: / Line 133: @@
 * Not-ready presences (Admin Work, Lunch, Meeting, Pause, Training) are configured.
 * Wrap-up codes for reporting business outcomes (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell) are configured.
-|RealTimeReporting=Due to the continuous evolution, the features available in PureCloud rapidly change. Please reference the PureCloud Resource Center for latest features at  [https://help.mypurecloud.com PureCloud Resource Center] .
+|RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud rapidly change. Please reference the Genesys Cloud Resource Center for latest features at  [https://help.mypurecloud.com Genesys Cloud Resource Center] .
-Examples of current PureCloud Historical and Real-time views that provide relevant insights:
+Examples of current Genesys Cloud Historical and Real-time views that provide relevant insights:
 * Agent
 ** Provides metrics on agent status, agent performance, agent interactions, and other metrics to understand agent activity. Filters include skill(s), language(s), wrap up code(s), and more.
@@ Line 146: / Line 146: @@
 ** This view provides metrics on both historical and real-time interactions. It provides the ability to filter interactions based on metrics including agent name(s) and wrap-up code(s).
 * Reports
-** PureCloud has a full library of canned reports available in PDF and XLSX formats.
+** Genesys Cloud has a full library of canned reports available in PDF and XLSX formats.
 ** Supervisors can filter these reports by dates, users, queues, and so on.
-** Supervisors can download reports from the PureCloud user interface.
+** Supervisors can download reports from the Genesys Cloud user interface.
 ** Supervisors can schedule reports to run and download in batch.
 * Other Views
@@ Line 166: / Line 166: @@
 |PremiseAssumptionsAdditional=
 |SMART_CloudAssumptions=
-|CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method.
+|CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box Genesys Cloud ACD Evaluation method and Routing method.
 *Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary.
-*All routing options and configuration parameters are configured through PureCloud Architect.
+*All routing options and configuration parameters are configured through Genesys Cloud Architect.
 *All customer input is via DTMF prompts or menu ASR.
 *Customers need to provide recordings for prompts. Standard definition for these recordings will be provided

@@ Line 13: / Line 13: @@
 |UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing.
 }}
-|UCIntro=Genesys Call Routing (CE01) will be consolidated into {{Link-SomewhereInThisVersion|manual=PureCloud|topic=CE43}} and it is set to be decommissioned by end of June 2020.  Please use the new use case for new opportunities.
+|UCIntro=Genesys Call Routing (CE01) will be consolidated into {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43}} and it is set to be decommissioned by end of June 2020.  Please use the new use case for new opportunities.
 |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Sales Conversions
@@ Line 10: / Line 13: @@
 |UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing.
 }}
 |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition.
@@ Line 18: / Line 22: @@
 After the initial implementation, customers can enhance the service with more 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
@@ Line 25: / Line 30: @@
 *As customers wait in queue, remove skill requirements to expand the pool of available agents
 *Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
 |MaturityLevel=Consistent
 |SellableItems=PureCloud 2 or greater
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here available in PureCloud.
 |PremiseAssumptions=N/A
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/358cc499-4a09-4839-bcb5-b90e6271e7f4/0
@@ Line 149: / Line 158: @@
 ** And more
 |HistoricalReporting=Same with real-time reporting.
 |GeneralAssumptions=N/A
 |CustomerAssumptions=N/A
@@ Line 154: / Line 164: @@
 |Premise_Assumption=N/A
 }}
 |CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method.
 *Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary.
@@ Line 160: / Line 172: @@
 *Customers need to provide recordings for prompts. Standard definition for these recordings will be provided
 *Integrations with third-party systems are out-of-scope for this use case.
-|DocVersion=v 1.2.0
+|Requires=
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Increased Revenue
+|UCBenefitID=Increased Sales Conversions
-|UCBenefit=Route revenue generating opportunities to best resources through skill based routing*
+|UCBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions.
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Utilization
-|UCBenefit=Route interactions to the best available agent through automated routing.  Use of a virtualized agent pool to maximize agent resources
+|UCBenefit=Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Interaction Transfers
-|UCBenefit=Reduce number of transfers due to better routing of voice calls through Genesys routing
+|UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing.
 }}
-|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. When companies enable call routing within their Genesys environments, benefits can include:
+|UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition.
-If there are no agents with the required skills available, the customer waits in the queue for an agent who has the required skill set. Each organization can configure the length of the delay they want. If no agent picks up the call within the allotted time period, PureCloud expands the pool of available agents by removing skills requirements.
+To achieve this experience, they need customizable software to fit complex rules, distributed using skills-based routing while automaticity capturing each call disposition for analysis.
-Because of this routing logic, conversations never leave queues due to overflow or transfer situations. The benefits of this routing logic are twofold: it improves an organization’s ability to understand the true reason why customers are calling, and it helps an organization obtain clean, historical reporting data.
+When companies enable call routing within their Genesys environments, benefits can include:
-After the initial implementation, customers can enhance PureCloud with additional Genesys routing capabilities.
+After the initial implementation, customers can enhance the service with more Genesys routing capabilities.
-|PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do
+|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
 * Inefficient use of agents who are responding to simple inquiries or requests
 * Inability to use context of previous interactions to optimize each customer call
-|DesiredState=* Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
+|DesiredState=*Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
-* As customers wait in queue, remove skill requirements to expand the pool of available agents
+*As customers wait in queue, remove skill requirements to expand the pool of available agents
-* Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
+*Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
 |MaturityLevel=Consistent
 |SellableItems=PureCloud 2 or greater
@@ Line 151: / Line 142: @@
 ** And more
 |HistoricalReporting=Same with real-time reporting.
 |GeneralAssumptions=N/A
 |CustomerAssumptions=N/A
@@ Line 156: / Line 148: @@
 |Premise_Assumption=N/A
 }}
-|CloudAssumptionsAdditional=* Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method.
+|CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method.
-* Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary.
+*Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary.
-* All routing options and configuration parameters are configured through PureCloud Architect.
+*All routing options and configuration parameters are configured through PureCloud Architect.
-* All customer input is via DTMF prompts or menu ASR.
+*All customer input is via DTMF prompts or menu ASR.
-* Customers need to provide recordings for prompts. Standard definition for these recordings will be provided
+*Customers need to provide recordings for prompts. Standard definition for these recordings will be provided
-* Integrations with third-party systems are out-of-scope for this use case.
+*Integrations with third-party systems are out-of-scope for this use case.
 }}

@@ Line 162: / Line 162: @@
 * Customers need to provide recordings for prompts. Standard definition for these recordings will be provided
 * Integrations with third-party systems are out-of-scope for this use case.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.2
 }}

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