UseCases/Current/GenesysCloud/CE18 - Revision history

Guest: UCC: Added Disclaimer

2023-02-10T18:19:57Z

UCC: Added Disclaimer

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

2021-11-09T21:27:38Z

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

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

2021-01-29T11:56:22Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com: UCC: Acrolinx Updates

2020-11-10T13:44:52Z

UCC: Acrolinx Updates

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

2020-07-15T12:05:20Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

2020-07-15T11:34:44Z

Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/CE18 to UseCases/Current/GenesysCloud/CE18: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:30:51Z

WikiSysop moved page UseCases/Current/PureCloud/CE18 to UseCases/Current/GenesysCloud/CE18: Text replacement - "PureCloud" to "GenesysCloud"

Shlandy93 at 16:03, June 5, 2020

2020-06-05T16:03:22Z

Shlandy93 at 11:24, April 20, 2020

2020-04-20T11:24:14Z

Shlandy93 at 17:25, March 27, 2020

2020-03-27T17:25:57Z

@@ Line 16: / Line 16: @@
 |UCBenefit=Improved First Contact Resolution by routing interactions to an expert through skills based routing
 }}
 |UCOverview=The web chat channel is an invaluable tool for communicating and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys improves handle time, first contact resolution, agent utilization, and customer satisfaction.
 |UCSummary=The customer can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent, depending on the subject and the agent skill. The agent is provided with the customer context (requested subject).
@@ Line 73: / Line 74: @@
 These views can also show data specific by "Chat." Besides the various available views, Genesys Cloud CX also comes with a set of canned responses.
 |HistoricalReporting=See Real Time Reporting.
-|DocVersion=V 1.0.1
+|DocVersion=V 1.0.2
 |GeneralAssumptions=*Genesys customers handle the integration of the solution into their website.
 *Customers are responsible for creating their own automated responses within Admin.

@@ Line 50: / Line 50: @@
 }}
 |BusinessLogic=Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability.
-|DistributionLogic=The chat widget includes several settings. For more information on each option, see Web chat in the Genesys Cloud Developer Center.
+|DistributionLogic=The chat widget includes several settings. For more information on each option, see Web chat in the Genesys Cloud CX Developer Center.
 ====Standard responses====
 In the response library window, the UI displays responses to the agent. The agent can search for responses using keywords. Standard responses are generated by the customer for specific scenarios or steps of the chat flow.
@@ Line 63: / Line 63: @@
 |CustomerInterfaceRequirements=There is no applicable content for this section.
 |AgentDeskRequirements=There is no applicable content for this section.
-|RealTimeReporting=Genesys Cloud standard Analytics Views and Reports can report on "Chat." The following views are available for Web Chat:
+|RealTimeReporting=Genesys Cloud CX standard Analytics Views and Reports can report on "Chat." The following views are available for Web Chat:
 *Interactions --> Detailed view of what happened to a conversation
@@ Line 71: / Line 71: @@
 *Skill Performance --> Historical Skills Performance data
-These views can also show data specific by "Chat." Besides the various available views, Genesys Cloud also comes with a set of canned responses.
+These views can also show data specific by "Chat." Besides the various available views, Genesys Cloud CX also comes with a set of canned responses.
 |HistoricalReporting=See Real Time Reporting.
 |DocVersion=V 1.0.1

@@ Line 7: / Line 7: @@
 |UCBenefit=Timely and convenient access to chat helps customers complete orders, reducing abandoned transactions and increasing revenue.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Agents can handle multiple chat sessions simultaneously and blend chat with other channels to increase their occupancy.
 }}{{SMART Benefits

@@ Line 4: / Line 4: @@
 |Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
 |UCBenefit=Timely and convenient access to chat helps customers complete orders, reducing abandoned transactions and increasing revenue.
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Occupancy
-|UCBenefit=Agents can handle multiple chat session simultaneously and blend chat with other channels to increase their occupancy.
+|UCBenefit=Agents can handle multiple chat sessions simultaneously and blend chat with other channels to increase their occupancy.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Handle Time
-|UCBenefit=Routing chat requests based on subject to agents with the right skills reduces handle time.
+|UCBenefit=Routing chats to the right skilled agents through skills-based routing reduces handle time.
 }}
 |UCOverview=The web chat channel is an invaluable tool for communicating and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys improves handle time, first contact resolution, agent utilization, and customer satisfaction.
 |UCSummary=The customer can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent, depending on the subject and the agent skill. The agent is provided with the customer context (requested subject).
 |PainPoints=*Increasing calls related to online service and support
 *Customer having to call multiple times resulting in  repeat contacts
@@ Line 35: / Line 33: @@
 *Meet SLA
 *Provide agents with complete contextual customer information to improve efficiency
 |MaturityLevel=Consistent
 |PremiseAssumptions=N/A
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=This flow describes the use case from the perspective of the main actors. For example, the customer and the contact center agent. The diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/d5f6c93c-f49e-4ab7-8b73-7ccb20e6de67/0
-|BusinessFlowDescription=# The customer requests to chat with a live agent via the webpage.
+|BusinessFlowDescription=#The customer requests to chat with a live agent via the webpage.
-# The chat pop-up window opens for the customer.
+#The chat pop-up window opens for the customer.
-# Based on chat configuration, the customer receives a welcome message from Genesys.
+#Based on chat configuration, the customer receives a welcome message from Genesys.
-# Genesys searches for an available chat agent.
+#Genesys searches for an available chat agent.
-#* If no agent is available, the chat interaction is queued until an agent becomes available.
+#*If no agent is available, the chat interaction is queued until an agent becomes available.
-#* If the customer ends the chat session, the business flow ends.
+#*If the customer ends the chat session, the business flow ends.
-# When an agent becomes available, the chat request is routed to an agent.
+#When an agent becomes available, the chat request is routed to an agent.
-# The agent either accepts or ignores the chat interaction. If the agent does not accept the chat interaction, after a specified timeout Genesys attempts to route it to another agent (Step 4) and sets the first agent to Not Responding.
+#The agent either accepts or ignores the chat interaction. If the agent does not accept the chat interaction, after a specified timeout Genesys attempts to route it to another agent (Step 4) and sets the first agent to Not Responding.
-# If the agent accepts the chat interaction, the chat session between the agent and the customer is established. The agent can use standard responses based on libraries that are available to them for the chat interaction with the customer.
+#If the agent accepts the chat interaction, the chat session between the agent and the customer is established. The agent can use standard responses based on libraries that are available to them for the chat interaction with the customer.
-# When the chat session ends, the agent can set a disposition, or wrap-up, code to register the outcome of the chat for reporting purposes.
+#When the chat session ends, the agent can set a disposition, or wrap-up, code to register the outcome of the chat for reporting purposes.
 }}
 |BusinessLogic=Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability.
 |DistributionLogic=The chat widget includes several settings. For more information on each option, see Web chat in the Genesys Cloud Developer Center.
 ====Standard responses====
 In the response library window, the UI displays responses to the agent. The agent can search for responses using keywords. Standard responses are generated by the customer for specific scenarios or steps of the chat flow.
 ====Operational hours====
-Operational hours should be configured on the customer’s web page. The chat initiation functionality should not appear to a customer outside of business hours.
+Operational hours should be configured on the customer’s webpage. The chat initiation functionality should not appear to a customer outside business hours.
 ====Additional Functionality====
 The following lists additional functionality for the distribution logic:
 * At every step, the distribution logic looks for agents with a) the requested skill and b) a skill level within the boundaries of maximum and minimum required skill levels.
-* Re-route on no answer functionality: If an agent does not accept the chat interaction, after a timeout the chat interaction automatically returns to ACD. The agent is set to Not Responding
+*At every step, the distribution logic looks for agents with a) the requested skill and b) a skill level within the boundaries of maximum and minimum required skill levels.
-* Blending with other media types is possible. Priority settings for chat interactions is configurable to enable proper priority ranges between different interactions and media types. Utilization rules are configured at the system level to define which interactions, if any, can be handled in parallel.
+*Reroute on no answer functionality: If an agent does not accept the chat interaction, after a timeout the chat interaction automatically returns to ACD. The agent is set to Not Responding
-|CustomerInterfaceRequirements=N/A
+*Blending with other media types is possible. Priority settings for chat interactions are configurable to enable proper priority ranges between different interactions and media types. Utilization rules are configured at the system level to define which interactions, if any, can be handled in parallel.
-|AgentDeskRequirements=N/A
+|CustomerInterfaceRequirements=There is no applicable content for this section.
 |RealTimeReporting=Genesys Cloud standard Analytics Views and Reports can report on "Chat." The following views are available for Web Chat:
 * Interactions --> Detailed view of what happened to a conversation
-* Queue Activity --> Real-time view of activity that is currently happening in queue
+*Interactions --> Detailed view of what happened to a conversation
-* Queue Performance --> Historical Performance Data based on Queue and other key data elements (skill, language, etc)
+*Queue Activity --> Real-time view of activity that is currently happening in queue
-* Agent Performance --> Historical Agent Performance data
+*Queue Performance --> Historical Performance Data based on Queue and other key data elements (skill, language, etc.)
-* Skill Performance --> Historical Skills Performance data
+*Agent Performance --> Historical Agent Performance data
 These views can also show data specific by "Chat." Besides the various available views, Genesys Cloud also comes with a set of canned responses.
 |HistoricalReporting=See Real Time Reporting.
-|SMART_HybridAssumptions=
+|DocVersion=V 1.0.1
-|GeneralAssumptions=* Genesys customers handle the integration of the solution into their website.
+|GeneralAssumptions=*Genesys customers handle the integration of the solution into their website.
-* Customers are responsible for creating their own automated responses within Admin.
+*Customers are responsible for creating their own automated responses within Admin.
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
-|Premise_Assumption=N/A
+|Premise_Assumption=There is no applicable content for this section.
 }}
 |Video=426274918
 |RelatedDocs={{TSSection
@@ Line 102: / Line 85: @@
 |relatedarticles=
 }}
 }}

@@ Line 59: / Line 59: @@
 |BusinessLogic=Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability.
 |DistributionImageFlow=
-|DistributionLogic=The chat widget includes several settings. For more information on each option, see Web chat in the PureCloud Developer Center.
+|DistributionLogic=The chat widget includes several settings. For more information on each option, see Web chat in the Genesys Cloud Developer Center.
 ====Standard responses====
 In the response library window, the UI displays responses to the agent. The agent can search for responses using keywords. Standard responses are generated by the customer for specific scenarios or steps of the chat flow.
@@ Line 71: / Line 71: @@
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=N/A
-|RealTimeReporting=PureCloud standard Analytics Views and Reports can report on "Chat." The following views are available for Web Chat:
+|RealTimeReporting=Genesys Cloud standard Analytics Views and Reports can report on "Chat." The following views are available for Web Chat:
 * Interactions --> Detailed view of what happened to a conversation
 * Queue Activity --> Real-time view of activity that is currently happening in queue
@@ Line 78: / Line 78: @@
 * Skill Performance --> Historical Skills Performance data
-These views can also show data specific by "Chat." Besides the various available views, PureCloud also comes with a set of canned responses.
+These views can also show data specific by "Chat." Besides the various available views, Genesys Cloud also comes with a set of canned responses.
 |HistoricalReporting=See Real Time Reporting.
 |SMART_HybridAssumptions=

@@ Line 2: / Line 2: @@
 |ID=CE18
 |Title=Genesys Chat Routing
-|Offering=PureCloud
+|Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score

← Older revision	Revision as of 11:30, July 15, 2020
(No difference)

@@ Line 80: / Line 80: @@
 These views can also show data specific by "Chat." Besides the various available views, PureCloud also comes with a set of canned responses.
 |HistoricalReporting=See Real Time Reporting.
 |GeneralAssumptions=* Genesys customers handle the integration of the solution into their website.
 * Customers are responsible for creating their own automated responses within Admin.
@@ Line 93: / Line 94: @@
 |SMART_CloudAssumptions=
 |CloudAssumptionsAdditional=
 |Requires=
 |Conditions=
 |DocVersion=v 1.0.1
 }}