UseCases/Current/GenesysCloud/CE27 - Revision history

Shlandy93: UCC: Updated Assumptions

2024-11-26T14:35:09Z

UCC: Updated Assumptions

Guest at 17:43, February 10, 2023

2023-02-10T17:43:14Z

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

2021-11-09T21:28:21Z

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

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

2021-02-16T14:14:24Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 15:03, December 1, 2020

2020-12-01T15:03:48Z

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

2020-11-10T13:58:08Z

UCC: Acrolinx Updates

Shlandy93: UCC: Updated interdependencies

2020-10-15T10:07:09Z

UCC: Updated interdependencies

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

2020-07-15T12:05:14Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/CE27 to UseCases/Current/GenesysCloud/CE27: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:30:48Z

WikiSysop moved page UseCases/Current/PureCloud/CE27 to UseCases/Current/GenesysCloud/CE27: Text replacement - "PureCloud" to "GenesysCloud"

Shlandy93 at 15:48, April 23, 2020

2020-04-23T15:48:54Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 14: / Line 13: @@
 |UCBenefit=Mitigate customer frustration by providing a better method to serve and assist customers thereby reducing customer effort
 }}
 |UCSummary=During a call or a web messaging or a chat session between a customer and an agent, the customer can initiate a co-browse session with the agent, so both the agent and the customer share the same instance of the browser. This session enables the agent to provide direct support to a customer trying to complete a request on the company's website.
 |PainPoints=*Increasing competitive pressure
@@ Line 51: / Line 51: @@
 *Interaction History for External Contacts: Co-browse sessions are shown in the interaction history screen for related conversations.
 *Additional co-browse metrics are available via the Genesys Cloud CX API's, not all of this data is currently exposed in the various performance views.
-|GeneralAssumptions='''Co-browse with Web Messaging:'''
+|DocVersion=V 1.1.3
-*Customer has Genesys Cloud CX 2 licensing for their organization.
+*Customer has Genesys Cloud CX 2 licensing for their organization, or users who are using the Digital Add-on.
-*Customer has prepared their website to work with co-browse (https://help.mypurecloud.com/articles/set-up-co-browse-for-web-messaging/)
+*Customer has prepared their website to work with co-browse (https://help.mypurecloud.com/articles/set-co-browse-for-web-chat/)
 *Customer has added masking to private data on their website to control what can and cannot be seen by the agent.
-'''Co-browse with Voice and Chat:'''
+'''Co-browse with Chat:'''
 *Customer has Genesys Cloud CX 3 licensing for their organization.
 *Customer has prepared their website to work with co-browse (https://help.mypurecloud.com/articles/set-co-browse/)
 *Customer has added tags to private data on their website to control what can and cannot be seen by the agent.
 |CustomerAssumptions=*Customer is responsible for integration of the solution into the company website.
 *Customer is responsible for tagging information and fields on their website that need to be hidden from the agent during a co-browse session, or agent controls that need to be blocked (such as Submit form).
-|RequiresOr=CE34, CE18, CE43
+|RequiresOr=CE18, CE34, CE43
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 13: / Line 14: @@
 |UCBenefit=Mitigate customer frustration by providing a better method to serve and assist customers thereby reducing customer effort
 }}
-|UCOverview=A customer and a contact center agent are having a conversation over the phone or through a web chat session. During the conversation, the ability to see and control the customer's browser through co-browsing functionality enables the agent to convey information more effectively and get the customer's issue resolved more quickly.
+|UCSummary=During a call or a web messaging or a chat session between a customer and an agent, the customer can initiate a co-browse session with the agent, so both the agent and the customer share the same instance of the browser. This session enables the agent to provide direct support to a customer trying to complete a request on the company's website.
 |PainPoints=*Increasing competitive pressure
 *High customer churn
@@ Line 30: / Line 30: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/322bc033-f6b0-462f-b0a3-a9b12bafd567/0
-|BusinessFlowDescription=# The customer and agent are connected via a chat session or a voice call.
+|BusinessFlowDescription=#The customer and agent are connected via a web messaging session, a chat session or a voice call.
-# The agent may propose to the customer to start a co-browse session to support him/her on the website. For security reasons, the customer and agent have to initiate the co-browse session.
+#The agent may propose to the customer to start a Co-browse session to support him/her on the website. For security reasons, the customer and agent have to initiate the Co-browse session.
-#* '''Call only''': A security ID is displayed to the agent if he/she clicks the 'screen sharing link' in the Genesys Cloud CX UI. This security key is then given over the phone by the agent to the customer and entered by the customer. The customer enters the security key into the website to start the co-browse session.
+#*'''Call only''': A security ID is displayed to the agent if he/she clicks the 'screen sharing link' in the Genesys Cloud CX UI. This security key is then given over the phone by the agent to the customer and entered by the customer. The customer enters the security key into the website to start the co-browse session.
-#* '''Chat only''': The customer clicks the 'start sharing' option when asked the question if they want to share their screen.
+#*'''Web messaging only:''' The customer clicks the "Accept" option when asked the question if they want to share their screen.
-# When the session is established, the Genesys Cloud CX UI displays a view of the website in the browser window the customer is using. Agents start co-browse sessions in read-only mode. In read-only mode, the customer and the agent can see each other's mouse pointer but the agent cannot enter any information into the web page, click buttons, or navigate the customer's browser. The agent does have the ability to highlight sections of the page (by clicking) or to add annotations to the page to guide the customer.
+#*'''Chat only''': The customer clicks the 'start sharing' option when asked the question if they want to share their screen.
-# If the agent needs to enter information into the web page or to navigate the browser, he/she can send the customer a 'request navigation'.
+#When the session is established, the Genesys Cloud CX UI displays a view of the website in the browser window the customer is using. Agents start Co-browse sessions in read-only mode. In read-only mode, the customer and the agent can see each other's mouse pointer but the agent cannot enter any information into the web page, click buttons, or navigate the customer's browser. The agent does have the ability to highlight sections of the page (by clicking) or to add annotations to the page to guide the customer.
-# Once the customer accepts this request, the agent can navigate, fill forms, and click hyperlinks on the web page. Sensitive Data can be masked before presenting to the agent, and agent controls (the ability to fill certain fields or submit forms) can be blocked through instrumentation. The customer can revoke the Write Mode at any time, returning the agent to read-only mode.
+#If the agent needs to enter information into the web page or to navigate the browser, he/she can send the customer a 'request navigation'.
-# The co-browse session ends when any of the following events occurs:
+#Once the customer accepts this request, the agent can navigate, fill forms, and click hyperlinks on the web page. Sensitive Data can be masked before presenting to the agent, and agent controls (the ability to fill certain fields or submit forms) can be blocked through instrumentation. The customer can revoke the Write Mode at any time, returning the agent to read-only mode.
-#* The customer chooses to end the co-browse session
+#The Co-browse session ends when any of the following events occurs:
-#* The agent chooses to end the co-browse session
+#*The customer chooses to end the Co-browse session
-#* The primary chat or voice interaction is transferred or ended by either the customer or the agent
+#*The agent chooses to end the Co-browse session
-#* For a WebChat session after 15 minutes of inactivity the session will be disconnected. There is no timeout when using voice.
+#*The primary web messaging, chat or voice interaction is transferred or ended by either the customer or the agent
-The primary voice or chat interaction can continue even when co-browse has ended.
+#*For a web messaging session, after 2 minutes of inactivity the Co-browse session will be disconnected.
 }}
 |RealTimeReporting=No real-time co-browse data is available currently, this data will be added in a future release.
 |HistoricalReporting=*Interactions Detail View: Co-Browse sessions are shown in the Interactions Timeline information.
 *Interaction History for External Contacts: Co-browse sessions are shown in the interaction history screen for related conversations.
 *Additional co-browse metrics are available via the Genesys Cloud CX API's, not all of this data is currently exposed in the various performance views.
-|DocVersion=V 1.0.2
+|GeneralAssumptions='''Co-browse with Web Messaging:'''
-|GeneralAssumptions=*Customer has Genesys Cloud CX 3 licensing for their organization.
 *Customer has prepared their website to work with co-browse (https://help.mypurecloud.com/articles/set-co-browse/)
 *Customer has added tags to private data on their website to control what can and cannot be seen by the agent.
 |CustomerAssumptions=*Customer is responsible for integration of the solution into the company website.
 *Customer is responsible for tagging information and fields on their website that need to be hidden from the agent during a co-browse session, or agent controls that need to be blocked (such as Submit form).
-|RequiresOr=CE18, CE43
+|RequiresOr=CE34, CE18, CE43
 }}

@@ Line 32: / Line 32: @@
 |BusinessFlowDescription=# The customer and agent are connected via a chat session or a voice call.
 # The agent may propose to the customer to start a co-browse session to support him/her on the website. For security reasons, the customer and agent have to initiate the co-browse session.
-#* '''Call only''': A security ID is displayed to the agent if he/she clicks the 'screen sharing link' in the Genesys Cloud UI. This security key is then given over the phone by the agent to the customer and entered by the customer. The customer enters the security key into the website to start the co-browse session.
+#* '''Call only''': A security ID is displayed to the agent if he/she clicks the 'screen sharing link' in the Genesys Cloud CX UI. This security key is then given over the phone by the agent to the customer and entered by the customer. The customer enters the security key into the website to start the co-browse session.
 #* '''Chat only''': The customer clicks the 'start sharing' option when asked the question if they want to share their screen.
-# When the session is established, the Genesys Cloud UI displays a view of the website in the browser window the customer is using. Agents start co-browse sessions in read-only mode. In read-only mode, the customer and the agent can see each other's mouse pointer but the agent cannot enter any information into the web page, click buttons, or navigate the customer's browser. The agent does have the ability to highlight sections of the page (by clicking) or to add annotations to the page to guide the customer.
+# When the session is established, the Genesys Cloud CX UI displays a view of the website in the browser window the customer is using. Agents start co-browse sessions in read-only mode. In read-only mode, the customer and the agent can see each other's mouse pointer but the agent cannot enter any information into the web page, click buttons, or navigate the customer's browser. The agent does have the ability to highlight sections of the page (by clicking) or to add annotations to the page to guide the customer.
 # If the agent needs to enter information into the web page or to navigate the browser, he/she can send the customer a 'request navigation'.
 # Once the customer accepts this request, the agent can navigate, fill forms, and click hyperlinks on the web page. Sensitive Data can be masked before presenting to the agent, and agent controls (the ability to fill certain fields or submit forms) can be blocked through instrumentation. The customer can revoke the Write Mode at any time, returning the agent to read-only mode.
@@ Line 46: / Line 46: @@
 |CustomerInterfaceRequirements=Logic on the customer website is added to support co-browse capabilities. Customer can decide exactly how they want this functionality to look and where to place this functionality on their website.
-Agents use the standard Genesys Cloud user interface which allows them to start a sharing session and generate a security key.
+Agents use the standard Genesys Cloud CX user interface which allows them to start a sharing session and generate a security key.
 Transfers, Conference, and Supervision of co-browse sessions are not supported. If the co-browse session itself has ended, then Conversations can be transferred.
@@ Line 52: / Line 52: @@
 |HistoricalReporting=*Interactions Detail View: Co-Browse sessions are shown in the Interactions Timeline information.
 *Interaction History for External Contacts: Co-browse sessions are shown in the interaction history screen for related conversations.
-*Additional co-browse metrics are available via the Genesys Cloud API's, not all of this data is currently exposed in the various performance views.
+*Additional co-browse metrics are available via the Genesys Cloud CX API's, not all of this data is currently exposed in the various performance views.
 |DocVersion=V 1.0.2
-|GeneralAssumptions=*Customer has Genesys Cloud 3 licensing for their organization.
+|GeneralAssumptions=*Customer has Genesys Cloud CX 3 licensing for their organization.
 *Customer has prepared their website to work with co-browse (https://help.mypurecloud.com/articles/set-co-browse/)
 *Customer has added tags to private data on their website to control what can and cannot be seen by the agent.

@@ Line 10: / Line 10: @@
 |UCBenefit=Reduce shopping cart abandonment and increase online conversion rates.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Mitigate customer frustration by providing a better method to serve and assist customers thereby reducing customer effort
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Agent Competency
+|UCBenefitID=Reduced Handle Time
-|UCBenefit=Improve understanding of request or issue and reduce the duration of the customer interaction by using co-browse.
+|UCBenefit=Leverage annotations, comments and browser control to aid quick resolution.
 }}{{SMART Benefits
 |UCBenefitID=Improved First Contact Resolution
@@ Line 53: / Line 53: @@
 *Interaction History for External Contacts: Co-browse sessions are shown in the interaction history screen for related conversations.
 *Additional co-browse metrics are available via the Genesys Cloud API's, not all of this data is currently exposed in the various performance views.
-|DocVersion=V 1.0.1
+|DocVersion=V 1.0.2
 |GeneralAssumptions=*Customer has Genesys Cloud 3 licensing for their organization.
 *Customer has prepared their website to work with co-browse (https://help.mypurecloud.com/articles/set-co-browse/)

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
@@ Line 16: / Line 13: @@
 |UCBenefit=Mitigate customer frustration by providing a better method to serve and assist customers thereby reducing customer effort
 }}
 |UCOverview=A customer and a contact center agent are having a conversation over the phone or through a web chat session. During the conversation, the ability to see and control the customer's browser through co-browsing functionality enables the agent to convey information more effectively and get the customer's issue resolved more quickly.
 |UCSummary=During a call or a chat session between a customer and an agent, the customer can initiate a co-browse session with the agent, so both the agent and the customer share the same instance of the browser. This enables the agent to provide direct support to a customer trying to complete a request on the company's website.
 |PainPoints=*Increasing competitive pressure
 *High customer churn
@@ Line 32: / Line 27: @@
 |DesiredState=*Enable co-browse and provide specialist assistance
 *Proactively offer assistance through co-browse sessions
 |MaturityLevel=Defined
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/322bc033-f6b0-462f-b0a3-a9b12bafd567/0
@@ Line 56: / Line 44: @@
 The primary voice or chat interaction can continue even when co-browse has ended.
 }}
 |CustomerInterfaceRequirements=Logic on the customer website will be added to support co-browse capabilities. Customer can decide exactly how they want this functionality to look and where to place this on their website.
@@ Line 64: / Line 49: @@
 Transfers, Conference, and Supervision of co-browse sessions are not supported. Conversations can be transferred if the co-browse session itself has ended.
 |RealTimeReporting=No realtime co-browse data is currently available, this will be added in a future release.
 |HistoricalReporting=* Interactions Detail View: Co-Browse sessions are shown in the Interactions Timeline information.
 * Interaction History for External Contacts: Co-browse sessions are shown in the interaction history screen for related conversations.
 * Additional co-browse metrics are available via the Genesys Cloud API's, not all of this data is currently exposed in the various performance views.
 |DocVersion=v 1.0.1
 }}

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