UseCases/Current/GenesysCloud/WE01 - Revision history

Shlandy93 at 10:07, May 26, 2023

2023-05-26T10:07:49Z

Shlandy93 at 09:48, May 9, 2023

2023-05-09T09:48:38Z

Shlandy93 at 15:04, July 22, 2022

2022-07-22T15:04:09Z

Shlandy93 at 14:57, July 15, 2022

2022-07-15T14:57:09Z

Shlandy93: UCC: Updated with Dilips edits

2022-07-12T14:53:57Z

UCC: Updated with Dilips edits

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

2021-11-09T21:28:54Z

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

Show changes

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

2021-11-09T21:26:56Z

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

Shane.landy@genesys.com: UCC: Updated Flow

2021-11-08T15:56:42Z

UCC: Updated Flow

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

2021-10-06T11:08:30Z

UCC: Published Updates

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Shane.landy@genesys.com: UCC: Added link to CE43

2021-06-04T09:34:04Z

UCC: Added link to CE43

@@ Line 5: / Line 5: @@
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Productivity
-|UCBenefit=Take advantage of the Quality evaluation criteria to create targeted evaluations to identify keys to successful sales and improve agent productivity
+|UCBenefit=Take advantage of the Quality evaluation criteria to create targeted evaluations to identify the keys to successful sales and improve agent productivity
 }}{{SMART Benefits
 |UCBenefitID=Improved Customer Experience
@@ Line 17: / Line 17: @@
 }}{{SMART Benefits
 |UCBenefitID=Improved Insights and Visibility
-|UCBenefit=Use recordings of interactions and agent desktop, the quality evaluation process and post-interaction survey results to gain insight to quality, process, and procedural improvements.
+|UCBenefit=Use recordings of interactions and agent desktop, the quality evaluation process and post-interaction survey results to gain insight into quality, process, and procedural improvements.
 }}
 |UCOverview=The success of a contact center hinges on its ability to provide a high-quality experience to customers, achieve consistently high levels of quality and meet regulatory compliance. Further, Quality evaluators, Quality administrators, and Quality managers need efficient tools and integrated automated processes to ensure that all interactions are handled effectively and efficiently. Hence, Contact centers need systems that provide the functionalities to monitor, record, and evaluate the quality of agent customer interactions on all communication channels combined with recorded agent desktop activity.  Further, the system should also have features to obtain customer satisfaction feedback through surveys upon the conclusion of their interaction with the contact center.
@@ Line 27: / Line 27: @@
 Genesys Cloud CX Speech and text analytics is a set of features that provide automated speech and text analytics capabilities on all interactions to provide deep insight into customer-agent conversations. For voice interaction, speech and text analytics provides automated transcription and employs speech-to-phrase grammar-based recognition. Along with non-linguistic analysis of recordings, speech and text analytics creates meaning from otherwise unstructured data. Sentiment analysis and Topic spotting enable Quality Managers to understand the overall sentiment of the interaction.
-Genesys Cloud CX Quality Evaluation feature includes flexible evaluation forms for use with any recorded interaction. The evaluation workflow provides both automated and ad hoc assignments, easy access to results and scheduling for ad hoc coaching. Quality Evaluation results enable contact centers to analyze performance for continuous agent improvement and improved customer experience.
+<span lang="EN-US">Genesys Cloud CX Quality Evaluation features include<s>s</s> flexible evaluation forms for use with any recorded interaction. The evaluation workflow provides both automated and ad hoc assignments, easy access to results and scheduling for ad hoc coaching. Quality Evaluation results enable contact centers to analyze performance for continuous agent improvement and improved customer experience.</span>
 Genesys Cloud CX's survey is built in to the platform and is used to send a survey to customers after any media interaction i.e. call, email, chat, and messaging. The survey includes an easy to use flexible form builder with multiple question types for a standard post-interaction satisfaction survey or a post-interaction NPS survey. Genesys sends the survey to the customer via email with a web link to the survey.  Geneys Cloud built in survey solutions allows organizations to gain insight into customer satisfaction/experience regardless of the channel and other related contact center metrics.
@@ Line 36: / Line 36: @@
 Organizations must evaluate and improve the quality of the interactions that their employees have with their customers and prospects. The Quality Management module helps organizations improve the quality and efficiency of agent performance which can improve customer satisfaction.
-This use case includes overall multichannel (voice and digital) capabilities for interaction recording, agent desktop screen recording (multi monitor),  interaction quality evaluation, ad hoc coaching, and post-interaction surveys. These key capabilities provide an effective method for defining desired agent behaviors, acknowledging and reinforcing those behaviors and identifying areas of performance improvement. These features also allow customers to verify that their agents are adhering to critical regulatory and compliance.
+This use case includes overall multichannel (voice and digital) capabilities for interaction recording, agent desktop screen recording (multi monitor),  interaction quality evaluation, ad hoc coaching, and post-interaction surveys. These key capabilities provide an effective method for defining desired agent behaviors, acknowledging and reinforcing those behaviors and identifying areas of performance improvement. <span lang="EN-US">These features also allow customers to verify that their agents are adhering to critical regulation and compliance.</span>
 Genesys Cloud CX Quality Assurance and Compliance provides visibility on the agent activity to understand:
@@ Line 73: / Line 73: @@
 |BusinessFlowDescription=This process flow provides a overview of the complete process of the Quality Management, Recording and STA.
-#Policies are created to manage the action to be taken on interactions. These actions include delete, retain, archive, export, initiate screen recording, assign for evaluation or calibration, initiate a survey, transcribe audio.
+#<span lang="EN-US">Policies are created to manage the action to be taken on interactions. These actions include delete, retain, archive, export of an interaction recording. Policy actions can also include initiate screen recording, assign for evaluation or calibration, initiate a customer survey,</span>
 ##If the Policy action is to Delete the recording - no other actions can be applied to the interaction.
-#If the Policy action is to retain recording then an interaction is recorded and stored
+#If the policy action is to retain recording then an interaction is recorded and stored
 #If policy includes Screen recording - a separate recording for screen activity is available and plays in sync with the interaction recording.
 #If transcription is enabled then interaction is transcribed into text.
-#If the interaction is assigned for evaluation - Evaluators receive a notice of assigned evaluations/calibrations
+#If the interaction is assigned for evaluation - Evaluators receive a notice of assigned evaluations/ calibrations
 ##Evaluator completes and releases the evaluation
 ###If assigned for agent evaluation - agent receives a notice when there is completed evaluation available for them to review and optionally comment. Agents can view all of their evaluations through Performance > My Performance > Evaluations.
@@ Line 131: / Line 131: @@
 #*Questions
 #**Question types (template, multiple choices, range, yes/no)
 #**Question properties (NA enabled, critical and/or fatal, visibility conditions, comments required)
 #**Question Value (numeric whole numbers)
@@ Line 169: / Line 170: @@
 #Words and phrases in voice and digital transcripts are analyzed for Customer Sentiment; a Customer Sentiment Score and Sentiment Trend are calculated for each interaction.
 #Words and phrases in voice and digital transcripts are matched against phrases; based on strictness for Topic Spotting.
 #Users can search for, and pinpoint interactions, based on transcript words or phrases, detected topics or customers sentiment score or trend.
 #Users can play back and view interaction transcript and view location of found events (sentiment and topics).
@@ Line 182: / Line 184: @@
 ##If this is an existing deployment with existing topics, select Merge topics and phrases
 ##Click Generate
-#Use Topic Miner to use key-phrase extraction to get a list of business specific topics that are already occurring within conversations; create Topics based on what is discovered through Topic Miner
+#<span lang="EN-CA">Add business-specific words or phrases within new or existing topics to improve voice transcription.  https://help.mypurecloud.com/faqs/how-do-i-increase-the-accuracy-of-voice-transcription/</span>
 #Set a Default Program, so that is there is no mapping to a Queue or Flow, then there is a fallback ([https://help.mypurecloud.com/articles/speech-and-text-analytics/ Select a Default Program])
 #Create a new program and map it to the desired Queues and Flows ([https://help.mypurecloud.com/articles/work-with-a-program/ Create a Program])

@@ Line 70: / Line 70: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=(1) Overall Quality Evaluation and Compliance Process flow
-|BusinessImage=https://www.lucidchart.com/documents/edit/af2bcbd7-4530-45ec-b1fd-1b57afe6c85e/0
+|BusinessImage=e4847979-35d8-4974-9c92-5bf5c2163d50
 |BusinessFlowDescription=This process flow provides a overview of the complete process of the Quality Management, Recording and STA.

@@ Line 81: / Line 81: @@
 ##Evaluator completes and releases the evaluation
 ###If assigned for agent evaluation - agent receives a notice when there is completed evaluation available for them to review and optionally comment. Agents can view all of their evaluations through Performance > My Performance > Evaluations.
-###Supervisors can view performance of their agents through Performance > Agents > Evaluations tab
+###Supervisors can view performance of their agents through Performance > Agents > Evaluations tab.
-#If assigned for Calibration - Evaluators receive notice of assigned Calibration. Evaluators complete the calibration
+###If assigned for Calibration - Evaluators receive notice of assigned Calibration. Evaluators complete the calibration
-##Quality Administrator accesses results to compare scoring variations between evaluators
+###Quality Administrator accesses results to compare scoring variations between evaluators
 #If the policy is assigned to send a survey for an interaction then customer receives survey invitation via email with the survey link. Customer feedbacks from the surveys will be linked to the interaction
 #Quality and Survey results are linked to recorded interaction and viewed on Interaction Detail. Summary result views provide scoring results and can export for reporting needs.
@@ Line 89: / Line 89: @@
 }}{{SMART BusinessImageFlow
 |BusinessFlow=(2) Voice and Digital Recording
 |BusinessImage=https://www.lucidchart.com/documents/edit/7662ca7c-9be2-4048-bbf1-04a7fedc805a/0
-|BusinessFlowDescription=#Quality Management uses policies to manage all ACD recordings. Policies define the criteria that Genesys Cloud CX uses to determine which interaction recordings to retain, archive, delete, export, initiate screen recording, assign for evaluation, and/or calibration, and initiate surveys.
+|BusinessFlowDescription=#Customer contacts one of the service lines of the company.
 #For Voice channel, Genesys Cloud CX IVR (Optionally) plays an announcement that the call is going to be recorded.
 ##If Configured for Consent Option - The customer chooses whether to give consent to the recording. For more information about enabling participant recording, see [https://help.mypurecloud.com/articles/about-recording-in-purecloud/ About recording in Genesys Cloud CX] and [https://help.mypurecloud.com/articles/enable-line-recording/ Enable line recording].
 ###If the customer gives consent, Genesys Cloud CX will record the call.
 ###If the customer does not give consent, Genesys Cloud CX does not start recording the call.
-#Voice -The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. For more information, see {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43|display text=Genesys Personalized Routing with Callback (CE43) for Genesys Cloud CX}}. The Inbound Voice routing strategy is not within the scope of this use case.
+#Voice -The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. For more information, see {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43|display text= Genesys Personalized Routing with Callback (CE43) for Genesys Cloud}}. The Inbound Voice routing strategy is not within the scope of this use case.
 #Agent answers the call from any desk within the site.
 ##The agent may (if enabled) pause or resume the recording manually via the standard script ability when the agent needs to enter sensitive data.
 #Customer or Agent disconnects the interaction.
-#Recordings are available for use in the Quality Evaluation, Calibration, and Survey Process
+#Genesys Cloud stops and stores the recording. Recordings are available for use in the Quality Evaluation, Calibration, and Survey Process.
 }}{{SMART BusinessImageFlow
 |BusinessFlow=(3) Screen Recording

@@ Line 71: / Line 71: @@
 |BusinessFlow=(1) Overall Quality Evaluation and Compliance Process flow
 |BusinessImage=https://www.lucidchart.com/documents/edit/af2bcbd7-4530-45ec-b1fd-1b57afe6c85e/0
-|BusinessFlowDescription=Overall Quality Evaluation and Compliance Process flow
+|BusinessFlowDescription=This process flow provides a overview of the complete process of the Quality Management, Recording and STA.
 #Policies are created to manage the action to be taken on interactions. These actions include delete, retain, archive, export, initiate screen recording, assign for evaluation or calibration, initiate a survey, transcribe audio.
@@ Line 171: / Line 169: @@
 #Users can play back and view interaction transcript and view location of found events (sentiment and topics).
 #Users can see aggregate topic and sentiment information across agents, queues and flows through Analytics Views.
-#9.     Users can drill down in to specific interactions from these Analytics Views to do root cause analysis
+#Users can drill down in to specific interactions from these Analytics Views to do root cause analysis
 }}{{SMART BusinessImageFlow
 |BusinessFlow=(7) Programs and Topics
@@ Line 228: / Line 224: @@
 For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
 |GeneralAssumptions=*100% of ACD Interactions will be recorded. Internal calls (agent to agent) and inbound  or outbound DID calls are not recorded.
 *Recordings  are based on what channels are configured.
@@ Line 237: / Line 232: @@
 |CustomerAssumptions=N/A
 |RequiresOr=CE16, CE18, CE29, CE34, CE43
 |Video=468979114
 |RelatedDocs={{TSSection

@@ Line 69: / Line 69: @@
 |MaturityLevel=Differentiated
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=(1) Overall Quality Management Process flow
+|BusinessFlow=(1) Overall Quality Evaluation and Compliance Process flow
 |BusinessImage=https://www.lucidchart.com/documents/edit/af2bcbd7-4530-45ec-b1fd-1b57afe6c85e/0
-|BusinessFlowDescription=Overall Quality Management Process flow
+|BusinessFlowDescription=Overall Quality Evaluation and Compliance Process flow
 This process flow provides a overview of the complete process of the Quality Management, Recording and STA.
@@ Line 133: / Line 133: @@
 #**Question Value (numeric whole numbers)
 #*Quality admin selects form to publish to make it available for use in assigning evaluations.
 #Evaluation/Calibration Planning. The Quality admin adds evaluation criteria to recording policies for contact center agent groups or individual agents. The Quality admin sets policy actions to assign interactions randomly to evaluators, including criteria such as number of interactions to be scored per month/week/day. Tasks include:
 #*Select interaction type and criteria
@@ Line 162: / Line 163: @@
 |BusinessFlow=(6) Speech and Text Analytics
 |BusinessImage=https://www.lucidchart.com/documents/edit/48852f7f-5505-4f5a-9bd2-900dd554244b/0
-|BusinessFlowDescription=# Voice interaction or digital interaction is recorded in Genesys Cloud CX.
+|BusinessFlowDescription=#Voice interaction or digital interaction is recorded in Genesys Cloud CX.
-# Genesys Cloud CX transcribes voice interaction in near real time based on Queue settings or Flow action; audio is transcribed to speaker separated text.
+#Genesys Cloud CX transcribes voice interaction through Genesys Native or Extended Voice Transcription Services
-# Words and phrases in voice and digital transcripts are analyzed for customer sentiment; customer sentiment score and sentiment trend are calculated.
+#The transcription is performed in real time based on Queue settings or Flow action; audio is transcribed in to speaker separated text.
-# Words and phrases in voice and digital transcripts are matched against phrases; based on strictness; for topic spotting.
+#Words and phrases in voice and digital transcripts are analyzed for Customer Sentiment; a Customer Sentiment Score and Sentiment Trend are calculated for each interaction.
-# Users can search for, and pinpoint interactions, based on transcript words or phrases or customers sentiment score or trend.
+#Words and phrases in voice and digital transcripts are matched against phrases; based on strictness for Topic Spotting.
-# Users can play back and view interaction transcript and view location of found events (sentiment and topics).
+#Users can search for, and pinpoint interactions, based on transcript words or phrases, detected topics or customers sentiment score or trend.
-# Users can see aggregate sentiment information across agents, queues and flows based through views.
+#Users can play back and view interaction transcript and view location of found events (sentiment and topics).
 }}{{SMART BusinessImageFlow
 |BusinessFlow=(7) Programs and Topics
 |BusinessImage=6cbcb0ed-25f6-489e-9f43-0e2d7d7e986c#
-|BusinessFlowDescription=#Create a program and map it to the desired Queues and Flows ([https://help.mypurecloud.com/articles/work-with-a-program/ Create a Program])
+|BusinessFlowDescription=#Create or Update out-of-the-box topics ([https://help.mypurecloud.com/articles/speech-and-text-analytics/ Create out-of-the-box topics])
 ##Admin -> Speech and Text Analytics -> Actions
-##Select dialect (i.e. English USA, etc)
+##Select dialect (i.e. US English, etc.)
 ##If this is a new deployment, select Add new topics
 ##If this is an existing deployment with existing topics, select Merge topics and phrases
 ##Click Generate
-#Assign the newly created topics to the program created in step #1
+#Use Topic Miner to use key-phrase extraction to get a list of business specific topics that are already occurring within conversations; create Topics based on what is discovered through Topic Miner
 ##Admin -> Programs
-##Select the program created in step #1
+##Select the program created above
 ##Click on the Selected topics tab
-##Select the checkbox for the newly created topics
+##Select the checkbox for the required topics
 ##Click Save Draft or click Publish
 }}{{SMART BusinessImageFlow
@@ Line 194: / Line 200: @@
 #Search by Sentiment
 ##Sentiment Score: Filter interactions by the customer’s overall sentiment from -100 to +100. This score weighs all positive and negative markers at the end of the interaction to provide an indication of how the customer experienced their interaction with the contact center.
 ##Sentiment Trend: Filter interactions by the customer’s sentiment trend, which is determined by comparing the sentiment in the first half or more of the interaction to the sentiment in the last few phrases of the interaction.
 #Search by Topics
 ##Search for transcripts that include selected topics: Interactions that have one or more phrases detected for the selected topics will be returned
@@ Line 215: / Line 221: @@
 To help ensure an agent's handling of interactions aligns with specific business requirements, evaluators receive assigned evaluations that they must complete according to the assignment process. A completed evaluation form provides a view into how an agent communicates with a customer. When used as part of evaluation sessions, these forms provide consistent and regular feedback and can help surface insightful results, comments, and suggestions. This can lead to formal skills training and action plans to improve agent performance. For more information->  [https://help.mypurecloud.com/articles/create-publish-evaluation-form/ Evaluation form]
 |DistributionLogic=N/A
 |AgentDeskRequirements=Quality Assurance and Compliance features are accessible from the Genesys Cloud CX application.
 |RealTimeReporting=Genesys Cloud CX comes with several Reporting and Analytics features.
@@ Line 223: / Line 228: @@
 For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
-|RequiresOr=CE16, CE18, CE29, CE34, CE43
+|DocVersion=1.1.4
 |GeneralAssumptions=*100% of ACD Interactions will be recorded. Internal calls (agent to agent) and inbound  or outbound DID calls are not recorded.
 *Recordings  are based on what channels are configured.
@@ Line 231: / Line 236: @@
 <br />
 |CustomerAssumptions=N/A
-|DocVersion=1.1.3
+|RequiresOr=CE16, CE18, CE29, CE34, CE43
 |Video=468979114
 |RelatedDocs={{TSSection

@@ Line 23: / Line 23: @@
 Businesses must evaluate the quality of their interactions to identify opportunities for improvement, but it’s not efficient to evaluate every interaction. There is a need to distinguish important from routine interactions and generate the results in a consistent and automated manner. Also company's need to prevent risk arising out of lack of compliance and loss of valuable information.
-Genesys Cloud CX<sup>TM</sup>  Quality Assurance and Compliance consists of Integrated tools that help customers meet the above challenges. Genesys Cloud Interaction recording reliably records all voice and digital interactions and makes it easy to search and access recordings. Genesys Multi-monitor screen recording captures the agent desktop activity for up to four monitors while handling ACD interactions.
+Genesys Cloud<sup>TM</sup>  Quality Assurance and Compliance consists of Integrated tools that help customers meet the above challenges. Genesys Cloud Interaction recording reliably records all voice and digital interactions and makes it easy to search and access recordings. Genesys Multi-monitor screen recording captures the agent desktop activity for up to four monitors while handling ACD interactions.
 Genesys Cloud Speech and text analytics is a set of features that provide automated speech and text analytics capabilities on all interactions to provide deep insight into customer-agent conversations. For voice interaction, speech and text analytics provides automated transcription and employs speech-to-phrase grammar-based recognition. Along with non-linguistic analysis of recordings, speech and text analytics creates meaning from otherwise unstructured data. Sentiment analysis and Topic spotting enable Quality Managers to understand the overall sentiment of the interaction.
@@ Line 32: / Line 32: @@
 Organizations can use Genesys Cloud Quality Evaluation and Compliance tools to fulfill key use cases around agent performance improvement (decrease AHT, increase FCR, sales conversion, compliance, and customer satisfaction). These precise tools help improve employee culture, technology, and operations to plan and execute strategies that bring contact center quality to new heights.
-|UCSummary=Genesys Cloud CX's Quality Assurance and Compliance is a set of tools and automated processes that are built to help contact centers ensure that interactions are handled effectively and efficiently.
+|UCSummary=Genesys Cloud's Quality Assurance and Compliance is a set of tools and automated processes that are built to help contact centers ensure that interactions are handled effectively and efficiently.
 Organizations must evaluate and improve the quality of the interactions that their employees have with their customers and prospects. The Quality Management module helps organizations improve the quality and efficiency of agent performance which can improve customer satisfaction.
@@ Line 201: / Line 201: @@
 }}
 |BusinessLogic=====Archiving and Deleting Criteria====
-Genesys Cloud CX Policy can be configured to defined a archive and deletion actions for recordings and screen recordings.  For more information [https://help.mypurecloud.com/articles/create-recording-policy/ Recording Policy]
+Genesys Cloud Policy can be configured to defined a archive and deletion actions for recordings and screen recordings.  For more information [https://help.mypurecloud.com/articles/create-recording-policy/ Recording Policy]
 ====Pause / Resume recording====

@@ Line 98: / Line 98: @@
 ###If the customer gives consent, Genesys Cloud will record the call.
 ###If the customer does not give consent, Genesys Cloud does not start recording the call.
-#Voice -The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. For more information, see {{#mintydocs_link:topic=CE01}}. The Inbound Voice routing strategy is not within the scope of this use case.
+#Voice -The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. For more information, see {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43|display text=Genesys Personalized Routing with Callback (CE43) for Genesys Cloud}}. The Inbound Voice routing strategy is not within the scope of this use case.
 #Agent answers the call from any desk within the site.
 ##The agent may (if enabled) pause or resume the recording manually via the standard script ability when the agent needs to enter sensitive data.
@@ Line 217: / Line 217: @@
 For detailed reporting features: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
 |GeneralAssumptions=*100% of ACD Interactions will be recorded. Internal calls (agent to agent) and inbound  or outbound DID calls are not recorded.
 *Recordings  are based on what channels are configured.
@@ Line 225: / Line 224: @@
 <br />
 |CustomerAssumptions=N/A
 |DocVersion=1.1.1
 |Video=468979114