UseCases/Current/GenesysCloud/CE43 - Revision history

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

2021-11-09T21:27:35Z

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

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

2021-02-16T14:18:22Z

UCC: Updated benefits to align with calculators

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

2021-01-29T11:58:55Z

UCC: Updated Occupancy benefit to Utilization

Shlandy93 at 13:10, October 15, 2020

2020-10-15T13:10:57Z

Show changes

Shlandy93 at 09:57, October 9, 2020

2020-10-09T09:57:59Z

Shlandy93 at 16:00, September 29, 2020

2020-09-29T16:00:31Z

Shlandy93 at 15:58, August 17, 2020

2020-08-17T15:58:10Z

Shlandy93 at 13:16, August 11, 2020

2020-08-11T13:16:02Z

Shlandy93 at 09:40, July 31, 2020

2020-07-31T09:40:07Z

Shlandy93 at 09:43, July 21, 2020

2020-07-21T09:43:08Z

@@ Line 28: / Line 28: @@
 |UCSummary=Creating a great experience for the customers and prospects that call into your contact center is paramount to creating long-lasting business relationships. The experience starts at the IVR, presenting callers with simple options to identify or self-serve to reduce their time on the phone.  Caller data retrieved from the IVR allows the system to make the best routing decision. Use the ACD routing tools to look up the caller’s phone number or account number and personalize the messaging customers hear. Preferred agent routing directs callers to a single, or set, of scored agents selected ahead of other available agents. Pairing the best agent, or the agent who last spoke to the customer, with the customer reduces handle times and drive a positive customer experience.
-In case, there are not enough agents to respond to callers in a timely manner, Genesys Cloud automatically expands the pool of available agents to answer the call more quickly and present relevant content about the caller to an agent. Genesys Cloud can offer a callback option for customers to save their place in line until an agent becomes available and can call them back. Please also see the [https://help.mypurecloud.com/articles/callbacks-overview/ Callbacks overview].
+In case, there are not enough agents to respond to callers in a timely manner, Genesys Cloud CX automatically expands the pool of available agents to answer the call more quickly and present relevant content about the caller to an agent. Genesys Cloud CX can offer a callback option for customers to save their place in line until an agent becomes available and can call them back. Please also see the [https://help.mypurecloud.com/articles/callbacks-overview/ Callbacks overview].
 |PainPoints=* Cannot recognize repeat customers
 * Unable to use context to enable a finer granularity in matching the customer to the best agent in the target agent group
@@ Line 84: / Line 84: @@
 {{!}}}
 }}
-|BusinessLogic=Using Architect, the Genesys Cloud flow builder, users can configure comprehensive call flows that are designed to route callers through the appropriate menus to  connect them to the best agents available. Operational parameters allow you to configure routing logic such as target queues, skills assignments, interaction priority, and so on. Some parameters are only available at the DNIS or route point level.  The use of operational parameters occurs either once at the beginning of the call (greeting message), or across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS or route point level (if no call routing has been activated) and at the level of the choice of a specific touch point.
+|BusinessLogic=Using Architect, the Genesys Cloud CX flow builder, users can configure comprehensive call flows that are designed to route callers through the appropriate menus to  connect them to the best agents available. Operational parameters allow you to configure routing logic such as target queues, skills assignments, interaction priority, and so on. Some parameters are only available at the DNIS or route point level.  The use of operational parameters occurs either once at the beginning of the call (greeting message), or across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS or route point level (if no call routing has been activated) and at the level of the choice of a specific touch point.
 ====Parameters to Configure Service Level Announcements====
@@ Line 116: / Line 116: @@
 ====Transfers====
-*Agents can transfer calls to other agents directly, to other queues, or even to external contacts. Genesys Cloud supports standard blind and consult transfer functionality to help agents direct callers to the right location.
+*Agents can transfer calls to other agents directly, to other queues, or even to external contacts. Genesys Cloud CX supports standard blind and consult transfer functionality to help agents direct callers to the right location.
 ====Parameters to Define Call Routing / DTMF Menus====
@@ Line 200: / Line 200: @@
 {{!}}-
 {{!}}{{!}}3
-{{!}}{{!}}Genesys Cloud offers a callback option to the caller.
+{{!}}{{!}}Genesys Cloud CX offers a callback option to the caller.
 {{!}}-
 {{!}}4
@@ Line 206: / Line 206: @@
 {{!}}-
 {{!}}4a
-{{!}}Genesys Cloud sets a high priority to the caller and delivers the callback to the next available agent.
+{{!}}Genesys Cloud CX sets a high priority to the caller and delivers the callback to the next available agent.
 {{!}}-
 {{!}}4b
@@ Line 231: / Line 231: @@
 *'''All Skills Matching''' - ACD considers only agents who have all the requested skills and 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. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average 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 CX evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud CX then calculates the average 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. Genesys Cloud 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 CX routes the call to the first available agent and ignores any skill requests.
 ====General Distribution Functionality====
@@ Line 243: / Line 243: @@
 ====Routing Methods====
-*Standard ACD - Genesys Cloud routes interactions to the next available agent. Genesys Cloud considers skills as specified by the evaluation method.
+*Standard ACD - Genesys Cloud CX routes interactions to the next available agent. Genesys Cloud CX considers skills as specified by the evaluation method.
 *Advanced Routing Options:
-**'''Bullseye Routing:'''  Genesys Cloud routes interactions to a targeted subqueue 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.
+**'''Bullseye Routing:'''  Genesys Cloud CX routes interactions to a targeted subqueue of agents with specific skills. If no agents are available, Genesys Cloud CX relaxes the requested skills, based on the queue configuration, to expand the pool of agents who can receive the call.
-**'''Preferred Agent Routing''':  Similar to Bullseye routing, Genesys Cloud routes interactions to a predefined (from the call flow) set of scored agents which allows customers to connect callers with agents they have worked with in the past or from a pre-existing relationship defined in the CRM. Rather than relax skills, Preferred Agent Routing enables customers to relax score rings' thus expanding the pool of ranked agents who can receive the call. After times expire, Bullseye Routing can be implemented, or calls can route to any available agent in the queue.
+**'''Preferred Agent Routing''':  Similar to Bullseye routing, Genesys Cloud CX routes interactions to a predefined (from the call flow) set of scored agents which allows customers to connect callers with agents they have worked with in the past or from a pre-existing relationship defined in the CRM. Rather than relax skills, Preferred Agent Routing enables customers to relax score rings' thus expanding the pool of ranked agents who can receive the call. After times expire, Bullseye Routing can be implemented, or calls can route to any available agent in the queue.
 **See [https://help.mypurecloud.com/articles/advanced-routing-overview/ Advanced Routing Options] for more details.
 |CustomerInterfaceRequirements=There is no applicable content for this section.
@@ Line 268: / Line 268: @@
 *Improve agent productivity by using the ''Agent Performance View'' to confirm that agents are available and not spending too much time in after-call-work.
-For more information about the existing views which are offered by the Genesys Cloud Platform, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards] in the Genesys Cloud Resource Center.
+For more information about the existing views which are offered by the Genesys Cloud CX Platform, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards] in the Genesys Cloud CX Resource Center.
-|HistoricalReporting=Genesys Cloud moved away from creating hard-coded historical reports in favor of the more dynamic performance views that can be created, saved, and exported on demand.  For more information about these views, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards] in the Genesys Cloud Resource Center.
+|HistoricalReporting=Genesys Cloud CX moved away from creating hard-coded historical reports in favor of the more dynamic performance views that can be created, saved, and exported on demand.  For more information about these views, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards] in the Genesys Cloud CX Resource Center.
 |Optional=CE07
-|GeneralAssumptions=For basic call routing and personalization, any Genesys Cloud license suffices. For callback, the GC2 level or above applies.
+|GeneralAssumptions=For basic call routing and personalization, any Genesys Cloud CX license suffices. For callback, the GC2 level or above applies.
 |CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately. Alternatively, SIP Qualification and Parking with a script controlled by routing are used if full GVP application is not required. This functionality is also not included within the use case.
 *All announcements are provided by the customer.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Improve the customer experience by proactively addressing the needs of the caller. Find the agents most familiar with the customers needs, or someone who has worked with the customer in the past.
 }}{{SMART Benefits
@@ Line 270: / Line 270: @@
 For more information about the existing views which are offered by the Genesys Cloud Platform, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards] in the Genesys Cloud Resource Center.
 |HistoricalReporting=Genesys Cloud moved away from creating hard-coded historical reports in favor of the more dynamic performance views that can be created, saved, and exported on demand.  For more information about these views, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards] in the Genesys Cloud Resource Center.
 |GeneralAssumptions=For basic call routing and personalization, any Genesys Cloud license suffices. For callback, the GC2 level or above applies.
 |CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately. Alternatively, SIP Qualification and Parking with a script controlled by routing are used if full GVP application is not required. This functionality is also not included within the use case.
 *All announcements are provided by the customer.
 *Set up a process to upload and update customer data within Genesys Context Services.
-|Optional=CE07
+|DocVersion=V 1.0.2
 |Video=443291013
 |RelatedDocs={{TSSection
@@ Line 282: / Line 282: @@
 |relatedarticles=[https://help.mypurecloud.com/articles/about-callbacks/ About callbacks]
 }}
 }}

@@ Line 4: / Line 4: @@
 |UCBenefit=Improve the customer experience by proactively addressing the needs of the caller. Find the agents most familiar with the customers needs, or someone who has worked with the customer in the past.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Ensure that more informed agents can handle customer inquiries more quickly. This enables them to handle more calls effectively and efficiently.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 22: / Line 26: @@
 |UCBenefit=Decrease in inbound calls from individual callers repeatedly trying to initiate contact.
 }}
 |UCSummary=Creating a great experience for the customers and prospects that call into your contact center is paramount to creating long-lasting business relationships. The experience starts at the IVR, presenting callers with simple options to identify or self-serve to reduce their time on the phone.  Caller data retrieved from the IVR allows the system to make the best routing decision. Use the ACD routing tools to look up the caller’s phone number or account number and personalize the messaging customers hear.   Preferred agent routing directs callers to a single, or set, of scored agents selected ahead of other available agents.  Pairing the best agent, or the agent who last spoke to the customer, with the customer reduces handle times and drive a positive customer experience.
-In case, there are not enough agents to respond to callers in a timely manner, Genesys Cloud can automatically expand the pool of available agents to answer the call more quickly and present relevant content about the caller to an agent. Genesys Cloud can also offer a callback option for customers to save their place in line until an agent becomes available and can call them back.
+In case, there are not enough agents to respond to callers in a timely manner, Genesys Cloud can automatically expand the pool of available agents to answer the call more quickly and present relevant content about the caller to an agent. Genesys Cloud can also offer a callback option for customers to save their place in line until an agent becomes available and can call them back. Please also see the [https://help.mypurecloud.com/articles/callbacks-overview/ Callbacks overview].
 |PainPoints=* Cannot recognize repeat customers
 * Unable to use context to enable a finer granularity in matching the customer to the best agent in the target agent group
@@ Line 270: / Line 270: @@
 For more information on the existing views offered by the Genesys Cloud Platform, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards]in the Genesys Cloud Resource Center.
 |HistoricalReporting=Genesys Cloud moved away from creating hard-coded historical reports in favor of the more dynamic performance views that can be created, saved, and exported on demand.  For more information on these views, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards] in the Genesys Cloud Resource Center.
 |GeneralAssumptions=For basic call routing and personalization, any Genesys Cloud license suffices. For callback, the GC2 level or above applies.
 |CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately. Alternatively, SIP Qualification and Parking with a script controlled by routing are used if full GVP application is not required. This functionality is also not included within the use case.
@@ Line 278: / Line 277: @@
 |SMART_CloudAssumptions={{SMART CloudAssumptions}}
 |Video=443291013
-|RelatedDocs={{TSSection}}
+|RelatedDocs={{TSSection
 }}

@@ Line 22: / Line 22: @@
 |UCBenefit=Decrease in inbound calls from individual callers repeatedly trying to initiate contact.
 }}
-|UCIntro=This use case is consolidating capabilities previously documented under {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE01}}, {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE03}} and also introducing routing personalization defined under Genesys Personalized Routing (CE02).  These use cases will be merged under this use Genesys Personalized Routing with Callback use case effective end of Q2.
+|UCIntro=This use case consolidates capabilities under {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE01}}, {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE03}} and introduces routing personalization.
 <br />
 |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time, and frustration from repeated customer interaction with your company. Advanced routing capabilities improve efficiency and reduce hold times by sending interactions to the right agent using skills-based routing, preferred agent routing, and in-queue callbacks. The easy-to-deploy routing application contains flexible business logic and configuration options required to direct calls to the best-fit agent based on the type of request and customer context. When companies enable call routing within their Genesys environments, benefits can include:
-|UCSummary=Creating a great experience for the customers and prospects that call into your contact center is paramount to creating long-lasting business relationships. The experience starts when callers encounter your IVR, where you present them with simple options to identify themselves or self-serve to reduce their time on the phone and help inform the system to make the best routing decision. Use the ACD routing tools to look up the caller’s phone number or account number and personalize the messaging customers hear or even route them to the last agent with which they interacted. If not enough agents exist to respond to callers in a timely manner, Genesys Cloud can automatically expand the pool of available agents to answer the call more quickly and present relevant content about the caller to an agent. Genesys Cloud can also offer a callback option for customers to save their place in line until an agent becomes available and can call them back.
+|UCSummary=Creating a great experience for the customers and prospects that call into your contact center is paramount to creating long-lasting business relationships. The experience starts at the IVR, presenting callers with simple options to identify or self-serve to reduce their time on the phone.  Caller data retrieved from the IVR allows the system to make the best routing decision. Use the ACD routing tools to look up the caller’s phone number or account number and personalize the messaging customers hear.   Preferred agent routing directs callers to a single, or set, of scored agents selected ahead of other available agents.  Pairing the best agent, or the agent who last spoke to the customer, with the customer reduces handle times and drive a positive customer experience.
 |PainPoints=* Cannot recognize repeat customers
 * Unable to use context to enable a finer granularity in matching the customer to the best agent in the target agent group
@@ Line 42: / Line 44: @@
 * Full set of capabilities are available.
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/b7f716eb-5283-489e-b7f0-313eb024cff2/0
 |BusinessFlowDescription=<br />
@@ Line 83: / Line 84: @@
 {{!}}}
 }}
-|BusinessLogic=Using Architect, the Genesys Cloud flow builder, users can configure comprehensive call flows that are designed to route callers through the appropriate menus to ultimately connect them to the best agents available. Operational parameters allow you to configure routing logic, including the target queues, skills assignments, interaction priority, etc. Some parameters are only available at the DNIS or route point level. These are either needed only once at the beginning of the call flow (greeting message), or will be used across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS or route point level (if no call routing has been activated) and at the level of the choice of a specific touch point.
+|BusinessLogic=Using Architect, the Genesys Cloud flow builder, users can configure comprehensive call flows that are designed to route callers through the appropriate menus to  connect them to the best agents available. Operational parameters allow you to configure routing logic such as target queues, skills assignments, interaction priority, and so on. Some parameters are only available at the DNIS or route point level.  The use of operational parameters occurs either once at the beginning of the call flow (greeting message), or used across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS or route point level (if no call routing has been activated) and at the level of the choice of a specific touch point.
 ====Parameters to Configure Service Level Announcements====
@@ Line 269: / Line 270: @@
 For more information on the existing views offered by the Genesys Cloud Platform, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards]in the Genesys Cloud Resource Center.
 |HistoricalReporting=Genesys Cloud moved away from creating hard-coded historical reports in favor of the more dynamic performance views that can be created, saved, and exported on demand.  For more information on these views, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards] in the Genesys Cloud Resource Center.
 |GeneralAssumptions=For basic call routing and personalization, any Genesys Cloud license suffices. For callback, the GC2 level or above applies.
 |CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately. Alternatively, SIP Qualification and Parking with a script controlled by routing are used if full GVP application is not required. This functionality is also not included within the use case.
@@ Line 275: / Line 277: @@
 |Optional=CE07
 |SMART_CloudAssumptions={{SMART CloudAssumptions}}
 |Video=443291013
 |RelatedDocs={{TSSection}}
 }}

@@ Line 141: / Line 141: @@
 *Sub-DTMF Menu Messages (multiple messages) - The sub-menu messages for the call steering menu as required
 |DistributionImageFlow={{SMART DistributionImageFlow
-|DistributionFlowIntro=<span class="mw-headline" id="Main_Distribution_Flow" data-origid="Main_Distribution_Flow">'''(1) Personalization Flow'''</span>
+|DistributionFlowIntro='''(1) Personalization Flow'''
 |DistributionImage=https://www.lucidchart.com/documents/edit/ce35cb6b-342e-4342-9515-c5a5b8bae783/0
 |DistributionFlowDescription={{{!}} border="1"
@@ Line 188: / Line 188: @@
 {{!}}}
 }}{{SMART DistributionImageFlow
-|DistributionFlowIntro=<span class="mw-headline" id="Expected_Wait_Time_Check" data-origid="Expected_Wait_Time_Check">'''(2) Expected Wait Time Check'''</span>
+|DistributionFlowIntro='''(2) Expected Wait Time Check'''
 |DistributionImage=https://www.lucidchart.com/documents/edit/7e1c58e0-f26a-4076-bf18-9f97d1b35f08/0
 |DistributionFlowDescription={{{!}} border="1"

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 30: / Line 27: @@
 |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time, and frustration from repeated customer interaction with your company. Advanced routing capabilities improve efficiency and reduce hold times by sending interactions to the right agent using skills-based routing, preferred agent routing, and in-queue callbacks. The easy-to-deploy routing application contains flexible business logic and configuration options required to direct calls to the best-fit agent based on the type of request and customer context. When companies enable call routing within their Genesys environments, benefits can include:
 |UCSummary=Creating a great experience for the customers and prospects that call into your contact center is paramount to creating long-lasting business relationships. The experience starts when callers encounter your IVR, where you present them with simple options to identify themselves or self-serve to reduce their time on the phone and help inform the system to make the best routing decision. Use the ACD routing tools to look up the caller’s phone number or account number and personalize the messaging customers hear or even route them to the last agent with which they interacted. If not enough agents exist to respond to callers in a timely manner, Genesys Cloud can automatically expand the pool of available agents to answer the call more quickly and present relevant content about the caller to an agent. Genesys Cloud can also offer a callback option for customers to save their place in line until an agent becomes available and can call them back.
 |PainPoints=* Cannot recognize repeat customers
 * Unable to use context to enable a finer granularity in matching the customer to the best agent in the target agent group
@@ Line 40: / Line 36: @@
 * Offer self-service and call back options
 * Inform customers of expected wait/process times
 |MaturityLevel=Defined
 |SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, SIP Interaction, SIP Interaction HA (optional), SIP Business Continuity (Optional), SIP Qualification & Parking, SIP Qualification and Parking  HA (Optional), GVP, GVP HA (optional), ASR and TTS (Optional), Conversation Manager, Intelligent Automation Omnichannel Self-Service (Optional, Intelligent Automation Omnichannel Self-Service - HA (Optional)
 |CloudAssumptions=This use case is not supported in Cloud.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Full set of capabilities are available.
@@ Line 149: / Line 141: @@
 *Sub-DTMF Menu Messages (multiple messages) - The sub-menu messages for the call steering menu as required
 |DistributionImageFlow={{SMART DistributionImageFlow
-|DistributionFlowIntro=====<span class="mw-headline" id="Main_Distribution_Flow" data-origid="Main_Distribution_Flow">Personalization Flow</span>====
+|DistributionFlowIntro=<span class="mw-headline" id="Main_Distribution_Flow" data-origid="Main_Distribution_Flow">'''Personalization Flow'''</span>
 |DistributionImage=https://www.lucidchart.com/documents/edit/ce35cb6b-342e-4342-9515-c5a5b8bae783/0
 |DistributionFlowDescription={{{!}} border="1"
@@ Line 196: / Line 188: @@
 {{!}}}
 }}{{SMART DistributionImageFlow
-|DistributionFlowIntro=====<span class="mw-headline" id="Expected_Wait_Time_Check" data-origid="Expected_Wait_Time_Check">Expected Wait Time Check</span>====
+|DistributionFlowIntro=<span class="mw-headline" id="Expected_Wait_Time_Check" data-origid="Expected_Wait_Time_Check">'''Expected Wait Time Check'''</span>
 |DistributionImage=https://www.lucidchart.com/documents/edit/7e1c58e0-f26a-4076-bf18-9f97d1b35f08/0
 |DistributionFlowDescription={{{!}} border="1"
@@ Line 256: / Line 248: @@
 **See [https://help.mypurecloud.com/articles/advanced-routing-overview/ Advanced Routing Options] for more details.
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=====Context Data====
+|AgentDeskRequirements='''Context Data'''
 The following data display when a call is distributed to an agent:
@@ Line 266: / Line 259: @@
 *Optionally, agents may be presented scripts to greet and interact with callers appropriately
-====Call Outcome / Wrap-up Code====
+'''Call Outcome / Wrap-up Code'''
 After the call between the customer and agent has finished, an agent may apply a wrap-up code to capture the outcome of the call. Wrap-up codes could be used to capture a successful sale, identify a new lead, or even to collect a payment.
 |RealTimeReporting=*Utilize various views, such as the ''Queue Performance View'', to track improvements to key KPIs like Average Handle Time or Service Level.
@@ Line 275: / Line 269: @@
 For more information on the existing views offered by the Genesys Cloud Platform, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards]in the Genesys Cloud Resource Center.
 |HistoricalReporting=Genesys Cloud moved away from creating hard-coded historical reports in favor of the more dynamic performance views that can be created, saved, and exported on demand.  For more information on these views, see [https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/ Reports, Views and Dashboards] in the Genesys Cloud Resource Center.
 |CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately. Alternatively, SIP Qualification and Parking with a script controlled by routing are used if full GVP application is not required. This functionality is also not included within the use case.
 *All announcements are provided by the customer.
 *Set up a process to upload and update customer data within Genesys Context Services.
 |Optional=CE07
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=
 }}
-|CloudAssumptionsAdditional=
+|DocVersion=v 1.0.0
 }}