UseCases/Current/GenesysCloud/CE16 - Revision history

Shlandy93 at 14:27, July 20, 2023

2023-07-20T14:27:17Z

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:02Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

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

2021-02-16T14:13:56Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com: UCC: Updated Occupancy benefit to Utilization

2021-01-29T11:55:31Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 12:15, November 10, 2020

2020-11-10T12:15:28Z

Shlandy93 at 14:03, September 11, 2020

2020-09-11T14:03:09Z

Shlandy93 at 09:19, July 21, 2020

2020-07-21T09:19:24Z

Show changes

WikiSysop: Text replacement - "myGenesys Cloud.com" to "myPureCloud.com"

2020-07-15T12:08:34Z

Text replacement - "myGenesys Cloud.com" to "myPureCloud.com"

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

2020-07-15T12:05:08Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/CE16 to UseCases/Current/GenesysCloud/CE16: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:30:57Z

WikiSysop moved page UseCases/Current/PureCloud/CE16 to UseCases/Current/GenesysCloud/CE16: Text replacement - "PureCloud" to "GenesysCloud"

@@ Line 49: / Line 49: @@
 #Genesys Cloud CX captures the new email and identifies “From,” “To,” "Reply-To," “Subject,” and "Body" as meta data.
 #Genesys Cloud CX determines whether the email is a new email or a reply email.
-##If it is a a new email, the system starts a new inbound email flow.
+##If it is a new email, the system starts a new inbound email flow.
 ##If it is a reply email from a customer, the Genesys Cloud CX attempts to route the email to the agent who previously assisted the customer, if available. If that agent is not available, Genesys Cloud CX starts the inbound email flow.
 #Optional: The system sends a receipt acknowledgement email to the customer with a predefined template for the “To” address.
@@ Line 120: / Line 120: @@
 View the [https://help.mypurecloud.com/articles/queue-wrapup-summary-report Queue Wrap-up Summary Report] to see the wrap-up codes that agents, grouped by queues, used most frequently. This helps to identify the email interactions on which agents spent most of their time. Analyzing the total number of emails and their duration, by queue, assists you in balancing the volume of email interactions, improving email routing. Better routing provides quicker responses to customer emails for faster resolution.
 |CustomerAssumptions=An organization must configure the following things for Genesys Cloud CX to receive emails:
@@ Line 138: / Line 137: @@
 *Architect provides basic text screening which allows a business to identify the presence of particular strings in the subject, body, or both.
 |PremiseAssumptionsAdditional=N/A
 |Video=412786353
 |RelatedDocs={{TSSection

@@ Line 14: / Line 14: @@
 }}
 |UCOverview=Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by automatically distributing emails to the best available agent based on content analysis and keywords, systemizing automatic acknowledgment, and automating responses.
-|UCSummary=A customer sends an email to a company email address. Genesys Cloud receives the email and triggers an inbound email flow. The inbound email's flow can automatically reply to the customer to set expectations, or the flow can search basic keywords determine the correct routing. Genesys Cloud routes the email to the queue that corresponds to the email's "to" address and the matching keywords. The email is then distributed to the best available agent based on the required skills. When an agent receives the email, the agent sends an email reply to the customer. Genesys Cloud tracks subsequent replies from the customer as part of the same conversation, assuming they come within a few days. In this way, Genesys Cloud routes the replies to the same agent.
+|UCSummary=A customer sends an email to a company email address. Genesys Cloud CX receives the email and triggers an inbound email flow. The inbound email's flow can automatically reply to the customer to set expectations, or the flow can search basic keywords determine the correct routing. Genesys Cloud CX routes the email to the queue that corresponds to the email's "to" address and the matching keywords. The email is then distributed to the best available agent based on the required skills. When an agent receives the email, the agent sends an email reply to the customer. Genesys Cloud CX tracks subsequent replies from the customer as part of the same conversation, assuming they come within a few days. In this way, Genesys Cloud CX routes the replies to the same agent.
 Organizations can configure ACD so that phone conversations can interrupt email conversations. This approach allows agents to maintain and hit service levels goals for voice while working on email during slower periods.
-Organizations can also optionally enhance Genesys Cloud so that a supervisor or quality evaluator can review outgoing emails from agents. This enhancement provides management visibility into the email interaction channel and enables further process improvements.
+Organizations can also optionally enhance Genesys Cloud CX so that a supervisor or quality evaluator can review outgoing emails from agents. This enhancement provides management visibility into the email interaction channel and enables further process improvements.
 |PainPoints=*Increasing calls related to online service and support
 *Customer having to call multiple times resulting in repeat contacts
@@ Line 45: / Line 45: @@
 |BusinessFlow=This flow describes the use case from the perspective of the main actors. For example, the customer and the contact center agent.
 |BusinessImage=https://www.lucidchart.com/documents/edit/71057e1f-566f-432e-a5b1-a7148f4ab964/0
-|BusinessFlowDescription=#A customer sends an email to the email address in a registered domain (for example, orders@abc.org) that is configured in the Genesys Cloud solution.
+|BusinessFlowDescription=#A customer sends an email to the email address in a registered domain (for example, orders@abc.org) that is configured in the Genesys Cloud CX solution.
-#Emails are delivered to Genesys Cloud via forwarding to a predefined email address, or via direct DNS routing with configured MX records.
+#Emails are delivered to Genesys Cloud CX via forwarding to a predefined email address, or via direct DNS routing with configured MX records.
-#Genesys Cloud captures the new email and identifies “From,” “To,” "Reply-To," “Subject,” and "Body" as meta data.
+#Genesys Cloud CX captures the new email and identifies “From,” “To,” "Reply-To," “Subject,” and "Body" as meta data.
-#Genesys Cloud determines whether the email is a new email or a reply email.
+#Genesys Cloud CX determines whether the email is a new email or a reply email.
 ##If it is a a new email, the system starts a new inbound email flow.
-##If it is a reply email from a customer, the Genesys Cloud attempts to route the email to the agent who previously assisted the customer, if available. If that agent is not available, Genesys Cloud starts the inbound email flow.
+##If it is a reply email from a customer, the Genesys Cloud CX attempts to route the email to the agent who previously assisted the customer, if available. If that agent is not available, Genesys Cloud CX starts the inbound email flow.
 #Optional: The system sends a receipt acknowledgement email to the customer with a predefined template for the “To” address.
-#Genesys Cloud determines the requested skills and transfers the conversation to a queue that can provide those skills.
+#Genesys Cloud CX determines the requested skills and transfers the conversation to a queue that can provide those skills.
-#When an agent with the requested skills is available, Genesys Cloud routes the email to the appropriate agent. The agent's interface displays all relevant information about the email.
+#When an agent with the requested skills is available, Genesys Cloud CX routes the email to the appropriate agent. The agent's interface displays all relevant information about the email.
 #When the agent reads the email, the agent decides if a reply is needed.
 ##If a reply is needed, the agent creates an outbound reply email. The agent can optionally use a standard response template.
@@ Line 62: / Line 62: @@
 |BusinessLogic=In the logical flows in the previous sections, there are various process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.
 ====Capturing of Incoming Emails====
-In step 2 of the business flow, emails are delivered to Genesys Cloud. The following configuration options are available:
+In step 2 of the business flow, emails are delivered to Genesys Cloud CX. The following configuration options are available:
-*Direct customer-sent email messages to the yourAccountName.myGenesys Cloud.com domain.
+*Direct customer-sent email messages to the yourAccountName.myGenesys Cloud CX.com domain.
-*Register the business domain with Genesys Cloud for email routing (MX Records)
+*Register the business domain with Genesys Cloud CX for email routing (MX Records)
-*Forward existing email addresses from corporate email platform to Genesys Cloud.
+*Forward existing email addresses from corporate email platform to Genesys Cloud CX.
-'''Note:''' Genesys Cloud does not allow an organization to use their own email platform. However, an organization could forward email from their corporate mail platform to an email address that is registered with Genesys Cloud. The downside of this approach is that the email responses from the agent to the customer include a different email address in the email header. However, the email address in the Reply To field is correct.
+'''Note:''' Genesys Cloud CX does not allow an organization to use their own email platform. However, an organization could forward email from their corporate mail platform to an email address that is registered with Genesys Cloud CX. The downside of this approach is that the email responses from the agent to the customer include a different email address in the email header. However, the email address in the Reply To field is correct.
 ====<span>Quality Management</span>====
 <span>Email interactions are available for Quality Management just like all other media types.</span>
-|DistributionLogic=#Genesys Cloud checks if the email is a reply email that belongs to an existing conversation.
+|DistributionLogic=#Genesys Cloud CX checks if the email is a reply email that belongs to an existing conversation.
-#If so, Genesys Cloud tries to route the email to the agent who last handled the conversation. If that agent is not available, Genesys Cloud starts the email flow and handles the email based on the email flow configuration.
+#If so, Genesys Cloud CX tries to route the email to the agent who last handled the conversation. If that agent is not available, Genesys Cloud CX starts the email flow and handles the email based on the email flow configuration.
 ====Additional Distribution Functionality====
@@ Line 82: / Line 82: @@
 *An organization can configure email interactions to be interrupted by other media types.
 *An organization can set the starting priority.
-*An organization can configure how Genesys Cloud removes skill requirements to expand the possible agent pool.
+*An organization can configure how Genesys Cloud CX removes skill requirements to expand the possible agent pool.
 ====Automatic Replies====
-<span>In step 5, the Genesys Cloud system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed. To prevent “pingpong” emails between mail servers, Genesys Cloud detects automated answers, such as auto-responses and auto-acknowledges. For example, it detects Out of the Office responses.</span>
+<span>In step 5, the Genesys Cloud CX system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed. To prevent “pingpong” emails between mail servers, Genesys Cloud CX detects automated answers, such as auto-responses and auto-acknowledges. For example, it detects Out of the Office responses.</span>
 ====<span>Standard Responses</span>====
 <span><span>The agent can use canned responses to create email responses. Each organization creates and manages their own canned responses.</span></span>
@@ Line 108: / Line 108: @@
 *Agent-to-Queue transfer
 *Review functionality for supervisors
-|RealTimeReporting=Use Genesys Cloud Performance views and dashboards for real-time reporting on email routing. Analyze email routing metrics and data to better manage and plan agent time and queue email routing.
+|RealTimeReporting=Use Genesys Cloud CX Performance views and dashboards for real-time reporting on email routing. Analyze email routing metrics and data to better manage and plan agent time and queue email routing.
 The [https://help.mypurecloud.com/articles/new-agents-performance-summary-view Agents Performance Summary View] displays current and historical metrics and data about agent email interactions for the number of ACD emails routed to an agent, the total number of emails handled by an agent, emails that were transferred by an agent, and the total amount of time the agent spent handling email, for a time period. The data in this view and the  [https://help.mypurecloud.com/articles/new-agents-performance-detail-view Agents Performance Detail View] can help with improving your routing of emails to agents.
@@ Line 121: / Line 121: @@
 View the [https://help.mypurecloud.com/articles/queue-wrapup-summary-report Queue Wrap-up Summary Report] to see the wrap-up codes that agents, grouped by queues, used most frequently. This helps to identify the email interactions on which agents spent most of their time. Analyzing the total number of emails and their duration, by queue, assists you in balancing the volume of email interactions, improving email routing. Better routing provides quicker responses to customer emails for faster resolution.
 |DocVersion=V 1.1.1
-|CustomerAssumptions=An organization must configure the following things for Genesys Cloud to receive emails:
+|CustomerAssumptions=An organization must configure the following things for Genesys Cloud CX to receive emails:
-*Use method to direct customer-sent email messages to the yourAccountName.myGenesys Cloud.com domain.
+*Use method to direct customer-sent email messages to the yourAccountName.myGenesys Cloud CX.com domain.
-*Register the business domain with Genesys Cloud for email routing (MX Records).
+*Register the business domain with Genesys Cloud CX for email routing (MX Records).
-*Forward existing email addresses from corporate email platform to Genesys Cloud.
+*Forward existing email addresses from corporate email platform to Genesys Cloud CX.
-An organization must do the following things in order for Genesys Cloud to access requested emails:
+An organization must do the following things in order for Genesys Cloud CX to access requested emails:
 *Provide the subdomain
@@ Line 134: / Line 134: @@
 Other assumptions include:
-*Genesys Cloud's email environment uses AWS spam verdict to detect spam. An organization has no control over the Genesys Cloud spam settings.
+*Genesys Cloud CX's email environment uses AWS spam verdict to detect spam. An organization has no control over the Genesys Cloud CX spam settings.
 *Text input must be available in UTF-8.
 *Architect provides basic text screening which allows a business to identify the presence of particular strings in the subject, body, or both.

@@ Line 4: / Line 4: @@
 |UCBenefit=Standard response libraries improve consistency and reduce the time taken to compose responses to email inquiries. Automatic linking of emails to previous correspondence reduces familiarization and handling time for agents.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Addressing customers requests in a timely manner through skills-based routing improves Net Promoter Score
 }}{{SMART Benefits

@@ Line 7: / Line 7: @@
 |UCBenefit=Addressing customers requests in a timely manner through skills-based routing improves Net Promoter Score
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee occupancy.
 }}{{SMART Benefits

@@ Line 2: / Line 2: @@
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
-|UCBenefit=Standard response libraries improve consistency and reduce the time taken to compose responses to email enquiries. Automatic linking of emails to previous correspondence reduces familiarization and handling time for agents.
+|UCBenefit=Standard response libraries improve consistency and reduce the time taken to compose responses to email inquiries. Automatic linking of emails to previous correspondence reduces familiarization and handling time for agents.
 }}{{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
-|UCBenefit=Faster turnaround of emails improves the customer experience.
+|UCBenefit=Addressing customers requests in a timely manner through skills-based routing improves Net Promoter Score
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Occupancy
-|UCBenefit=Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee utilization.
+|UCBenefit=Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee occupancy.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Improved First Contact Resolution
-|UCBenefit=Automatic acknowledgements set customer expectations and reduce the volume of follow-up emails.
+|UCBenefit=Direct interactions to an expert through skills based routing improves First Contact Resolution
 }}
-|UCOverview=Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by automatically distributing emails to the best available agent based on content analysis and keywords, systemizing automatic acknowledgement, and automating responses.
+|UCOverview=Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by automatically distributing emails to the best available agent based on content analysis and keywords, systemizing automatic acknowledgment, and automating responses.
-|UCSummary=A customer sends an e-mail to a company e-mail address. Genesys Cloud receives the email and triggers an inbound email flow. The inbound email's flow can automatically reply to the customer to set expectations, or the flow can search basic keywords determine the correct routing. Genesys Cloud routes the email to the queue that corresponds to the email's "to" address and the matching keywords. The email will then be distributed to the best available agent based upon the required skills. When an agent receives the email, the agent sends an e-mail reply to the customer. Genesys Cloud tracks subsequent replies from the customer as part of the same conversation, assuming they come within a few days. In this way, Genesys Cloud routes the replies to the same agent.
+|UCSummary=A customer sends an email to a company email address. Genesys Cloud receives the email and triggers an inbound email flow. The inbound email's flow can automatically reply to the customer to set expectations, or the flow can search basic keywords determine the correct routing. Genesys Cloud routes the email to the queue that corresponds to the email's "to" address and the matching keywords. The email is then distributed to the best available agent based on the required skills. When an agent receives the email, the agent sends an email reply to the customer. Genesys Cloud tracks subsequent replies from the customer as part of the same conversation, assuming they come within a few days. In this way, Genesys Cloud routes the replies to the same agent.
-Organizations can configure ACD so that phone conversations can interrupt email conversations. This approach allow agents to maintain and hit service levels goals for voice while working on email during slower periods.
+Organizations can configure ACD so that phone conversations can interrupt email conversations. This approach allows agents to maintain and hit service levels goals for voice while working on email during slower periods.
-Organizations can also optionally enhance Genesys Cloud so that a supervisor or quality evaluator can review outgoing e-mails from agents. This enhancement provides management visibility into the e-mail interaction channel and enables further process improvements.
+Organizations can also optionally enhance Genesys Cloud so that a supervisor or quality evaluator can review outgoing emails from agents. This enhancement provides management visibility into the email interaction channel and enables further process improvements.
 |PainPoints=*Increasing calls related to online service and support
 *Customer having to call multiple times resulting in repeat contacts
@@ Line 66: / Line 60: @@
 #Optional: A supervisor reviews the email.
 }}
-|BusinessLogic=In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.
+|BusinessLogic=In the logical flows in the previous sections, there are various process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.
 ====Capturing of Incoming Emails====
 In step 2 of the business flow, emails are delivered to Genesys Cloud. The following configuration options are available:
@@ Line 106: / Line 100: @@
 *Skill selection
 *Transfer to specific queue
-|CustomerInterfaceRequirements=N/A
+|CustomerInterfaceRequirements=There is no applicable content for this section.
 |AgentDeskRequirements=The following lists the minimum requirements for the agent desktop:
@@ Line 116: / Line 110: @@
 |RealTimeReporting=Use Genesys Cloud Performance views and dashboards for real-time reporting on email routing. Analyze email routing metrics and data to better manage and plan agent time and queue email routing.
-The [https://help.mypurecloud.com/articles/new-agents-performance-summary-view Agent Performance Summary View] displays current and historical metrics and data about agent email interactions for the number of ACD routed emails opened by an agent, the total number of emails handled by an agent, emails that were transferred by an agent, and the total amount of time the agent spent handling email, for a time period. The data in this view and the  [https://help.mypurecloud.com/articles/new-agents-performance-detail-view Agents Performance Detail View] can assist in improving your routing of emails to agents.
+The [https://help.mypurecloud.com/articles/new-agents-performance-summary-view Agents Performance Summary View] displays current and historical metrics and data about agent email interactions for the number of ACD emails routed to an agent, the total number of emails handled by an agent, emails that were transferred by an agent, and the total amount of time the agent spent handling email, for a time period. The data in this view and the  [https://help.mypurecloud.com/articles/new-agents-performance-detail-view Agents Performance Detail View] can help with improving your routing of emails to agents.
-The [https://help.mypurecloud.com/articles/queues-performance-summary-view Queues Performance Summary View] and the [https://help.mypurecloud.com/articles/queue-performance-detail-view Queues Performance Detail View] display current and past metrics and data for queues that receive email. A queue configured to receive ACD routed emails displays the number of email interactions opened by agents in the queue, the average amount of time an email waited in queue before an agent answered it, emails opened by an agent in a queue and then transferred, and the total and average time agents spent handling emails in the queue, for a time period. The data in these views can help in improving your routing of emails to queues.
+The [https://help.mypurecloud.com/articles/queues-performance-summary-view Queues Performance Summary View] and the [https://help.mypurecloud.com/articles/queue-performance-detail-view Queues Performance Detail View] display current and past metrics and data for queues that receive email. A queue configured to receive ACD routed emails displays the number of emails routed to a queue for agents, the average amount of time an email waited in a queue before an agent answered it, the number of email interactions handled by agents in the queue, emails handled by an agent in a queue and then transferred, and the total time and average time agents spent handling emails in the queue, for a time period. The data in these views can help in improving your routing of emails to queues.
 View in-progress and completed inbound email interactions in [https://help.mypurecloud.com/articles/interactions-view Interactions View]. This view displays metrics and data for email interactions, including the language of the email, matching skills for the agent in the queue, and the number of emails sent by an agent including Reply All and Forward. Understanding this data can create a better customer experience with improved routing of emails.
-Search for the media type emails in the [https://help.mypurecloud.com/articles/skills-performance-view Skills Performance view] to see statistics based on the skills and languages for interactions as they enter a queue. These statistics can help supervisors determine performance issues with a specific skill in one or multiple queues. The statistics can also help supervisors evaluate the effectiveness of their evaluation and routing methods.
+Search for the media type emails in the [https://help.mypurecloud.com/articles/skills-performance-view Skills Performance View] to see statistics based on the skills and languages for interactions as they enter a queue. These statistics can help supervisors determine performance issues with a specific skill in one or multiple queues. The statistics can also help supervisors evaluate the effectiveness of their evaluation and routing methods.
 |HistoricalReporting=Run the [https://help.mypurecloud.com/articles/interaction-details-report Interactions Details Report] for insights into email interactions. This report includes details on how long the email remained in a queue, the agent who handled the email, and the total duration to handle and wrap up the email interaction. Use this report to identify if email handle time is taking longer than average, to improve managing and planning for agent and queue email routing.
 View the [https://help.mypurecloud.com/articles/queue-wrapup-summary-report Queue Wrap-up Summary Report] to see the wrap-up codes that agents, grouped by queues, used most frequently. This helps to identify the email interactions on which agents spent most of their time. Analyzing the total number of emails and their duration, by queue, assists you in balancing the volume of email interactions, improving email routing. Better routing provides quicker responses to customer emails for faster resolution.
-|CustomerAssumptions=An organization must configure the following things in order for Genesys Cloud to receive emails:
+|DocVersion=V 1.1.1
-* Use method to direct customer-sent email messages to the yourAccountName.myGenesys Cloud.com domain.
+|CustomerAssumptions=An organization must configure the following things for Genesys Cloud to receive emails:
 * Register the business domain with Genesys Cloud for email routing (MX Records).
-* Forward existing email addresses from corporate email platform to Genesys Cloud.
+*Use method to direct customer-sent email messages to the yourAccountName.myGenesys Cloud.com domain.
 An organization must do the following things in order for Genesys Cloud to access requested emails:
 * Provide the subdomain
-* Configure MX records appropriately
+*Provide the subdomain
-Additional assumptions include:
+*Configure MX records appropriately
 * Genesys Cloud's email environment uses AWS spam verdict to detect spam. An organization has no control over the Genesys Cloud spam settings.
-* Text input must be available in UTF-8.
+Other assumptions include:
 * Architect provides basic text screening which allows a business to identify the presence of particular strings in the subject, body, or both.
 |PremiseAssumptionsAdditional=N/A
 |Video=412786353
@@ Line 144: / Line 144: @@
 |relatedarticles=
 }}
 }}

@@ Line 24: / Line 24: @@
 |UCIntro=
 |UCOverview=Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by automatically distributing emails to the best available agent based on content analysis and keywords, systemizing automatic acknowledgement, and automating responses.
-|UCSummary=A customer sends an e-mail to a company e-mail address. PureCloud receives the email and triggers an inbound email flow. The inbound email's flow can automatically reply to the customer to set expectations, or the flow can search basic keywords determine the correct routing. PureCloud routes the email to the queue that corresponds to the email's "to" address and the matching keywords. The email will then be distributed to the best available agent based upon the required skills. When an agent receives the email, the agent sends an e-mail reply to the customer. PureCloud tracks subsequent replies from the customer as part of the same conversation, assuming they come within a few days. In this way, PureCloud routes the replies to the same agent.
+|UCSummary=A customer sends an e-mail to a company e-mail address. Genesys Cloud receives the email and triggers an inbound email flow. The inbound email's flow can automatically reply to the customer to set expectations, or the flow can search basic keywords determine the correct routing. Genesys Cloud routes the email to the queue that corresponds to the email's "to" address and the matching keywords. The email will then be distributed to the best available agent based upon the required skills. When an agent receives the email, the agent sends an e-mail reply to the customer. Genesys Cloud tracks subsequent replies from the customer as part of the same conversation, assuming they come within a few days. In this way, Genesys Cloud routes the replies to the same agent.
 Organizations can configure ACD so that phone conversations can interrupt email conversations. This approach allow agents to maintain and hit service levels goals for voice while working on email during slower periods.
-Organizations can also optionally enhance PureCloud so that a supervisor or quality evaluator can review outgoing e-mails from agents. This enhancement provides management visibility into the e-mail interaction channel and enables further process improvements.
+Organizations can also optionally enhance Genesys Cloud so that a supervisor or quality evaluator can review outgoing e-mails from agents. This enhancement provides management visibility into the e-mail interaction channel and enables further process improvements.
 |Description=
 |PainPoints=*Increasing calls related to online service and support
@@ Line 60: / Line 60: @@
 |BusinessFlow=This flow describes the use case from the perspective of the main actors. For example, the customer and the contact center agent.
 |BusinessImage=https://www.lucidchart.com/documents/edit/71057e1f-566f-432e-a5b1-a7148f4ab964/0
-|BusinessFlowDescription=# A customer sends an email to the email address in a registered domain (for example, orders@abc.org) that is configured in the PureCloud solution.
+|BusinessFlowDescription=# A customer sends an email to the email address in a registered domain (for example, orders@abc.org) that is configured in the Genesys Cloud solution.
-# Emails are delivered to PureCloud via forwarding to a predefined email address, or via direct DNS routing with configured MX records.
+# Emails are delivered to Genesys Cloud via forwarding to a predefined email address, or via direct DNS routing with configured MX records.
-# PureCloud captures the new email and identifies “From,” “To,” "Reply-To," “Subject,” and "Body" as meta data.
+# Genesys Cloud captures the new email and identifies “From,” “To,” "Reply-To," “Subject,” and "Body" as meta data.
-# PureCloud determines whether the email is a new email or a reply email.
+# Genesys Cloud determines whether the email is a new email or a reply email.
 ## If it is a a new email, the system starts a new inbound email flow.
-## If it is a reply email from a customer, the PureCloud attempts to route the email to the agent who previously assisted the customer, if available. If that agent is not available, PureCloud starts the inbound email flow.
+## If it is a reply email from a customer, the Genesys Cloud attempts to route the email to the agent who previously assisted the customer, if available. If that agent is not available, Genesys Cloud starts the inbound email flow.
 # Optional: The system sends a receipt acknowledgement email to the customer with a predefined template for the “To” address.
-# PureCloud determines the requested skills and transfers the conversation to a queue that can provide those skills.
+# Genesys Cloud determines the requested skills and transfers the conversation to a queue that can provide those skills.
-# When an agent with the requested skills is available, PureCloud routes the email to the appropriate agent. The agent's interface displays all relevant information about the email.
+# When an agent with the requested skills is available, Genesys Cloud routes the email to the appropriate agent. The agent's interface displays all relevant information about the email.
 # When the agent reads the email, the agent decides if a reply is needed.
 ## If a reply is needed, the agent creates an outbound reply email. The agent can optionally use a standard response template.
@@ Line 77: / Line 77: @@
 |BusinessLogic=In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.
 ====Capturing of Incoming Emails====
-In step 2 of the business flow, emails are delivered to PureCloud. The following configuration options are available:
+In step 2 of the business flow, emails are delivered to Genesys Cloud. The following configuration options are available:
-* Direct customer-sent email messages to the yourAccountName.myPureCloud.com domain.
+* Direct customer-sent email messages to the yourAccountName.myGenesys Cloud.com domain.
-* Register the business domain with PureCloud for email routing (MX Records)
+* Register the business domain with Genesys Cloud for email routing (MX Records)
-* Forward existing email addresses from corporate email platform to PureCloud.
+* Forward existing email addresses from corporate email platform to Genesys Cloud.
-'''Note:''' PureCloud does not allow an organization to use their own email platform. However, an organization could forward email from their corporate mail platform to an email address that is registered with PureCloud. The downside of this approach is that the email responses from the agent to the customer include a different email address in the email header. However, the email address in the Reply To field is correct.
+'''Note:''' Genesys Cloud does not allow an organization to use their own email platform. However, an organization could forward email from their corporate mail platform to an email address that is registered with Genesys Cloud. The downside of this approach is that the email responses from the agent to the customer include a different email address in the email header. However, the email address in the Reply To field is correct.
 ====<span>Quality Management</span>====
 <span>Email interactions are available for Quality Management just like all other media types.</span>
 |DistributionImageFlow=
-|DistributionLogic=# PureCloud checks if the email is a reply email that belongs to an existing conversation.
+|DistributionLogic=# Genesys Cloud checks if the email is a reply email that belongs to an existing conversation.
-# If so, PureCloud tries to route the email to the agent who last handled the conversation. If that agent is not available, PureCloud starts the email flow and handles the email based on the email flow configuration.
+# If so, Genesys Cloud tries to route the email to the agent who last handled the conversation. If that agent is not available, Genesys Cloud starts the email flow and handles the email based on the email flow configuration.
 ====Additional Distribution Functionality====
@@ Line 95: / Line 95: @@
 * An organization can configure email interactions to be interrupted by other media types.
 * An organization can set the starting priority.
-* An organization can configure how PureCloud removes skill requirements to expand the possible agent pool.
+* An organization can configure how Genesys Cloud removes skill requirements to expand the possible agent pool.
 ====Automatic Replies====
-<span>In step 5, the PureCloud system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed. To prevent “pingpong” emails between mail servers, PureCloud detects automated answers, such as auto-responses and auto-acknowledges. For example, it detects Out of the Office responses.</span>
+<span>In step 5, the Genesys Cloud system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed. To prevent “pingpong” emails between mail servers, Genesys Cloud detects automated answers, such as auto-responses and auto-acknowledges. For example, it detects Out of the Office responses.</span>
 ====<span>Standard Responses</span>====
 <span><span>The agent can use canned responses to create email responses. Each organization creates and manages their own canned responses.</span></span>
@@ Line 119: / Line 119: @@
 * Review functionality for supervisors
 |RealTimeReporting=====Historical and Real-Time Analysis====
-Due to the continuous evolution, the features available in PureCloud rapidly change. Please see the PureCloud Resource Center for latest features at [https://help.mypurecloud.com https://help.mypurecloud.com]. The following are examples of PureCloud Historical and Real-time views that provide relevant insights:
+Due to the continuous evolution, the features available in Genesys Cloud rapidly change. Please see the Genesys Cloud Resource Center for latest features at [https://help.mypurecloud.com https://help.mypurecloud.com]. The following are examples of Genesys Cloud Historical and Real-time views that provide relevant insights:
 * Agent
 ** Agent views provide metrics on agent status, agent performance, agent interactions, and other metrics to understand agent activity.
@@ Line 129: / Line 129: @@
 ** It allows supervisors to filter interactions based on metrics including agent names and wrap-up codes.
 * 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 140: / Line 140: @@
 |SMART_HybridAssumptions=
 |GeneralAssumptions=
-|CustomerAssumptions=An organization must configure the following things in order for PureCloud to receive emails:
+|CustomerAssumptions=An organization must configure the following things in order for Genesys Cloud to receive emails:
-* Use method to direct customer-sent email messages to the yourAccountName.myPureCloud.com domain.
+* Use method to direct customer-sent email messages to the yourAccountName.myGenesys Cloud.com domain.
-* Register the business domain with PureCloud for email routing (MX Records).
+* Register the business domain with Genesys Cloud for email routing (MX Records).
-* Forward existing email addresses from corporate email platform to PureCloud.
+* Forward existing email addresses from corporate email platform to Genesys Cloud.
-An organization must do the following things in order for PureCloud to access requested emails:
+An organization must do the following things in order for Genesys Cloud to access requested emails:
 * Provide the subdomain
 * Configure MX records appropriately
 Additional assumptions include:
-* PureCloud's email environment uses AWS spam verdict to detect spam. An organization has no control over the PureCloud spam settings.
+* Genesys Cloud's email environment uses AWS spam verdict to detect spam. An organization has no control over the Genesys Cloud spam settings.
 * Text input must be available in UTF-8.
 * Architect provides basic text screening which allows a business to identify the presence of particular strings in the subject, body, or both.

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