UseCases/Current/GenesysEngage-onpremises/BO02 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T10:40:17Z

UCC: Removed references to Multicloud CX

WikiSysop at 18:31, August 25, 2022

2022-08-25T18:31:48Z

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:28:48Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

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

2021-02-12T14:34:49Z

UCC: Updated benefits to align with calculators

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

2021-02-03T13:09:59Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:15:26Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 14:42, December 9, 2020

2020-12-09T14:42:56Z

Shane.landy@genesys.com at 16:15, October 21, 2020

2020-10-21T16:15:53Z

Show changes

Shlandy93 at 15:52, September 29, 2020

2020-09-29T15:52:20Z

Shlandy93 at 09:28, September 1, 2020

2020-09-01T09:28:16Z

Show changes

@@ Line 350: / Line 350: @@
 The distribution logic supports redistribution or "RONA" functionality.  In other words, if an employee does not accept an item  distributed to them, the item is routed to another employee after a time out. The first employee is set to not ready. This use case is combined with use cases for different media types. Blending with other media types, including the required configuration of capacity rules, is supported.
 |AgentDeskRequirements=Agent Workspace enables agents (employees) to handle Work Items through the following functionality:
@@ Line 392: / Line 393: @@
 See more information, see [https://all.docs.genesys.com/PEC-REP/Current/RPRT/GetStarted Get started with Genesys CX Insights] and [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIForiWD Genesys CX Insights reports for iWD Cloud].
-|GeneralAssumptions=* Business Calendar attributes are handled in Designer.
+|DocVersion=V 1.1.1
-* Customizations of the business process are supported through Designer.
+|GeneralAssumptions=*Business Calendar attributes are handled in Designer.
-* The recommended approach is for the source system to provide the necessary meta data for iWD Manager to perform the classification of the work down to the department and process level.
+*Customizations of the business process are supported through Designer.
-* If this capability does not exist in the source system, the source system must classify the work down to the Department and Process level.
+*The recommended approach is for the source system to provide the necessary meta data for iWD Manager to perform the classification of the work down to the department and process level.
-* Employee capacity rules will be provisioned through Agent Setup.
+*If this capability does not exist in the source system, the source system must classify the work down to the Department and Process level.
-* Blending of voice, chat, and work item is supported. Agent Setup provisions the capacity rules for employees; for example, the agent will only work on more than media at once (1 voice, 3 chat, 1 email, 2 work items). Routing then handles the delivery of work items based on priority.
+*Employee capacity rules will be provisioned through Agent Setup.
-* The following known limitations exist in this use case for cloud
+*Blending of voice, chat, and work item is supported. Agent Setup provisions the capacity rules for employees; for example, the agent will only work on more than media at once (1 voice, 3 chat, 1 email, 2 work items). Routing then handles the delivery of work items based on priority.
-** Genesys Pulse reports and dashboards are generic to the Agents, and not specific to work items. iWD Manager dashboards functionality needs to be used for work item specific realtime reports and dashboards.
+*The following known limitations exist in this use case for cloud
-** All work items need to be submitted through the cloud capture point only.
+**Genesys Pulse reports and dashboards are generic to the Agents, and not specific to work items. iWD Manager dashboards functionality needs to be used for work item specific realtime reports and dashboards.
-** No 3rd party WFM support
+**All work items need to be submitted through the cloud capture point only.
 <br />
@@ Line 414: / Line 416: @@
 **External ID - unique ID to identify the work item in the source system
 **Data used to derive the Process and Department for the work item
 *Workspace Web Edition (WWE 9.0) used as the employee and supervisor desktop.
 *Limits to number of departments, processes, and rules as described in "Business Logic".
@@ Line 420: / Line 421: @@
 *Work items appear in this use case as the "workitem" media type.
 |Optional=CE16
 |Video=383260904
 |RelatedDocs={{TSSection
@@ Line 440: / Line 440: @@
 *[https://docs.genesys.com/Documentation/IW/8.5.1/Help/My_KPIs Statistics]
 }}
 }}

@@ Line 31: / Line 31: @@
 |UCSummary=The design of Genesys Intelligent Workload Distribution (iWD) enables effective capture, classification, prioritization, management, and distribution of work items and high value leads.  This distribution occurs across multiple departments to the best-suited employees, based on business segmentation, resource skills, and availability.
-The powerful iWD Manager enables business users to define and adjust business segmentation rules and prioritization schemas, as well as view near real-time dashboards into operational performance and backlog.  Genesys gives administrators control over the routing logic once the task or lead needs to be delivered to the Genesys agent desktop.
+The powerful iWD Manager enables business users to define and adjust business segmentation rules and prioritization schemas, as well as view near real-time dashboards into operational performance and backlog.  Genesys gives administrators control over the routing logic once the task or lead needs to be delivered to the Genesys agent workspace.
 Genesys captures new work items or leads from multiple source systems and creates an interaction in the system.  The interaction goes through a process of classification, segmentation, and prioritization within the universal queue based on the business rules created.
-Once an employee with the right skill profile becomes available, the Genesys core routing engine is used to distribute it to the employee in the Genesys agent desktop at the right time to convert the lead or execute on the task.   If it cannot be assigned to an employee within a specified period, it continues to be reprioritized.
+Once an employee with the right skill profile becomes available, the Genesys core routing engine is used to distribute it to the employee in the Genesys agent workspace at the right time to convert the lead or execute on the task.   If it cannot be assigned to an employee within a specified period, it continues to be reprioritized.
 |PainPoints=*Unable to measure and report on employee utilization
 *No visibility into work item queues and backlogs
@@ Line 94: / Line 94: @@
 *For the work item to pass from the source system, it must be a core attribute.   A core attribute is a fixed attribute passed from the source system, otherwise the system rejects (external identifier) it.
-*Custom attributes can guide the work item to an employee and reflect in the routing and reporting.  At the beginning of the project, generation of the mapping between the source system to Genesys iWD attributes occurs.  The business user can manage their environment, once establishing the environment.  Screen pops on the agent desktop and segmentation in iWD Manager occur through work item and custom attributes.
+*Custom attributes can guide the work item to an employee and reflect in the routing and reporting.  At the beginning of the project, generation of the mapping between the source system to Genesys iWD attributes occurs.  The business user can manage their environment, once establishing the environment.  Screen pops on the agent workspace and segmentation in iWD Manager occur through work item and custom attributes.
 '''For detailed Attribute List for Leads, refer to the respective Leads Attribute List section below:'''
@@ Line 196: / Line 196: @@
 #The employee completes a work item/lead in the source system.
-#The source system sends an update via the Capture Adapter to complete the work item/lead. If this update does not arrive within a specified timeout, the item goes back into distribution  with same priority.  The priority calculated from the graph described in the section 'Priority Rules'.   If the employee accidentally presses "Mark Done", the item goes back to distribution preventing a stuck status in the Genesys system. Disabling the "Mark Done" button within the Genesys agent desktop is an option to prevent this scenario from occurring.
+#The source system sends an update via the Capture Adapter to complete the work item/lead. If this update does not arrive within a specified timeout, the item goes back into distribution  with same priority.  The priority calculated from the graph described in the section 'Priority Rules'.   If the employee accidentally presses "Mark Done", the item goes back to distribution preventing a stuck status in the Genesys system. Disabling the "Mark Done" button within the Genesys agent workspace is an option to prevent this scenario from occurring.
 '''Parking work items/lead in the personal workbin'''
@@ Line 208: / Line 208: @@
 #The employee determines to reschedule a work item/lead.
 #The employee updates the source system, optionally setting an activation date in the source system. Most important, the employee sets the new SLA date and time in the source system.
-#The employee sets Mark Done in the agent desktop. The employee is available to work on the next work item/lead.
+#The employee sets Mark Done in the agent workspace. The employee is available to work on the next work item/lead.
 #The source system updates the work item/lead in Genesys with a so-called activation date which is the date set by the employee. Updating the date prevents the item from distributing before the activation date. The work item/lead is prioritized following the logic described above, starting with the activation date. If the activation date fails to set, then the source system updates the work item/lead based on the new SLA.
@@ Line 219: / Line 219: @@
 #The employee reclassifies a work item/lead.
 #The employee updates the source system and sets the new date in the source system.
-#The employee sets Mark Done in their agent desktop. The employee is available to work on the next work item/lead.
+#The employee sets Mark Done in their agent workspace. The employee is available to work on the next work item/lead.
 #The source system updates the work item/lead in Genesys with the new attributes. The process of classification of the work item runs according to the new attributes.  The item distributes to an employee with the right skill profile
@@ Line 230: / Line 230: @@
 •Prioritization (see topic “Priority Rules”).
-•For display within the agent desktop.
+•For display within the agent workspace.
 The following table lists the attributes and its purpose which is available as part of this use case.
@@ Line 350: / Line 350: @@
 The distribution logic supports redistribution or "RONA" functionality.  In other words, if an employee does not accept an item  distributed to them, the item is routed to another employee after a time out. The first employee is set to not ready. This use case is combined with use cases for different media types. Blending with other media types, including the required configuration of capacity rules, is supported.
-|CustomerInterfaceRequirements=N/A
+|AgentDeskRequirements=Agent Workspace enables agents (employees) to handle Work Items through the following functionality:
 *Work item/ lead processing from Genesys work blending
@@ Line 360: / Line 359: @@
 *Disposition codes
 *Contact History with Universal Contact Server
-*Support for Salesforce.com through Gplus Adapter which integrates the Agent Desktop as a tab or floating window (Gplus Adapter supports intelligent Workload Distribution)
+*Support for Salesforce.com through Gplus Adapter which integrates the Agent Workspace as a tab or floating window (Gplus Adapter supports intelligent Workload Distribution)
 *Ability to transfer work items / leads
 *Multiple configurable not-ready reason codes (for example: Admin Work, Lunch, Meeting, Pause, RONA, and Training)
-*Display of agent, status, and interaction statistics in the Agent Desktop
+*Display of agent, status, and interaction statistics in the Agent Workspace
 |RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
@@ Line 393: / Line 392: @@
 See more information, see [https://all.docs.genesys.com/PEC-REP/Current/RPRT/GetStarted Get started with Genesys CX Insights] and [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIForiWD Genesys CX Insights reports for iWD Cloud].
 |GeneralAssumptions=* Business Calendar attributes are handled in Designer.
 * Customizations of the business process are supported through Designer.
@@ Line 421: / Line 419: @@
 *Genesys Pulse and iWD manager used for real-time reporting.
 *Work items appear in this use case as the "workitem" media type.
-|DocVersion=V 1.1.1
+|Optional=CE16
 |Video=383260904
 |RelatedDocs={{TSSection
-|sectionheading=Agent Desktop
+|sectionheading=Agent Workspace
 |description=Agent Workbins, Status, and statistics.
 Gplus Adapter Salesforce integration.
-|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADMyWorkbins Agent Desktop Workbins]
+|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADMyWorkbins Agent Workspace Workbins]
 *[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADWorkitems Workitem handling]
 *[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#status Agent Status]
@@ Line 441: / Line 440: @@
 *[https://docs.genesys.com/Documentation/IW/8.5.1/Help/My_KPIs Statistics]
 }}
 }}

@@ Line 50: / Line 50: @@
 |BuyerPersonas=Head of Customer Experience, Head of Operations, Head of Business Units
 |MaturityLevel=Consistent
-|CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of Genesys Engage cloud to sell
+|CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of Genesys Multicloud CX to sell
 |PremiseAssumptionsAdditional_Sales=N/A
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 416: / Line 416: @@
 **External ID - unique ID to identify the work item in the source system
 **Data used to derive the Process and Department for the work item
-*All Genesys Engage cloud customers must use Genesys Customer Experience Insights for historical reporting.
+*All Genesys Multicloud CX customers must use Genesys Customer Experience Insights for historical reporting.
 *Workspace Web Edition (WWE 9.0) used as the employee and supervisor desktop.
 *Limits to number of departments, processes, and rules as described in "Business Logic".

@@ Line 3: / Line 3: @@
 |Title=Genesys Task Distribution
 |Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Deliver all committed work items on time to customers.  Automation of lead follow-up ensures faster responses to prospects, improving their experience.  Rigorously applying skills-based routing to match segmented leads with the best-skilled employee.
 }}{{SMART Benefits
@@ Line 23: / Line 13: @@
 |UCBenefit=Remove cherry-picking by pushing work items to the right employees.  Prioritizing and presenting leads to sales reps reduces idle time, increases throughput, and improves their utilization.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition
+|UCBenefitID=Reduced Employee Attrition
 |UCBenefit=Offer fair distribution of workload across the available resources.  Visibility into how leads are processed by employees.
 }}{{SMART Benefits
@@ Line 29: / Line 19: @@
 |UCBenefit=Intelligently automate work item distribution, reduce manual distribution and monitoring of tasks by supervisors, improve scheduling and reporting. Add visibility into employee and group performance.  Automatic lead distribution reduces time spent by supervisors and administration staff in monitoring, distributing, and reporting on leads.  Providing visibility through real-time and historical metrics.  Providing necessary data for workforce management and optimization.
 }}
 |UCSummary=The design of Genesys Intelligent Workload Distribution (iWD) enables effective capture, classification, prioritization, management, and distribution of work items and high value leads.  This distribution occurs across multiple departments to the best-suited employees, based on business segmentation, resource skills, and availability.
@@ Line 393: / Line 393: @@
 See more information, see [https://all.docs.genesys.com/PEC-REP/Current/RPRT/GetStarted Get started with Genesys CX Insights] and [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIForiWD Genesys CX Insights reports for iWD Cloud].
-|GeneralAssumptions=No assumptions
+|Optional=CE16
 |CustomerAssumptions=*Intelligent Workload Distribution use case with tasks arriving from a source system use a provisioned bi-directional REST capture point.
 *The customer handles the Genesys intelligent Workload Distribution integration of the source system.
@@ Line 409: / Line 421: @@
 *Genesys Pulse and iWD manager used for real-time reporting.
 *Work items appear in this use case as the "workitem" media type.
 |DocVersion=V 1.1.1
 |Video=383260904

@@ Line 22: / Line 22: @@
 |UCBenefitID=Improved Employee Utilization
 |UCBenefit=Remove cherry-picking by pushing work items to the right employees.  Prioritizing and presenting leads to sales reps reduces idle time, increases throughput, and improves their utilization.
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Attrition
@@ Line 31: / Line 28: @@
 |UCBenefitID=Reduced Administration Costs
 |UCBenefit=Intelligently automate work item distribution, reduce manual distribution and monitoring of tasks by supervisors, improve scheduling and reporting. Add visibility into employee and group performance.  Automatic lead distribution reduces time spent by supervisors and administration staff in monitoring, distributing, and reporting on leads.  Providing visibility through real-time and historical metrics.  Providing necessary data for workforce management and optimization.
 }}
 |UCSummary=The design of Genesys Intelligent Workload Distribution (iWD) enables effective capture, classification, prioritization, management, and distribution of work items and high value leads.  This distribution occurs across multiple departments to the best-suited employees, based on business segmentation, resource skills, and availability.

@@ Line 3: / Line 3: @@
 |Title=Genesys Task Distribution
 |Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 16: / Line 26: @@
 |UCBenefit=Increase throughput, utilization, and efficiency in agents' work by delivering work items to the agents' universal desktops in push mode by screen pop together with interaction context and history in blending mode.  Easy access to lead context speeds up familiarization and handle time for sales reps.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition Rate
+|UCBenefitID=Improved Employee Attrition
 |UCBenefit=Offer fair distribution of workload across the available resources.  Visibility into how leads are processed by employees.
 }}{{SMART Benefits
@@ Line 25: / Line 35: @@
 |UCBenefit=Automatic prioritization and distribution of leads prevents "cherry picking" and ensures fairer distribution of leads among team members.  Dynamically matching the demand of leads with the supply of skilled resources throughout the day.
 }}
 |UCSummary=The design of Genesys Intelligent Workload Distribution (iWD) enables effective capture, classification, prioritization, management, and distribution of work items and high value leads.  This distribution occurs across multiple departments to the best-suited employees, based on business segmentation, resource skills, and availability.
-The powerful iWD Manager enables business users to define and adjust business segmentation rules and prioritization schemas, and view near real-time dashboards into operational performance and backlog.  Genesys Designer gives administrators control over the routing logic once the task or lead needs to be delivered to the Genesys agent desktop.
+The powerful iWD Manager enables business users to define and adjust business segmentation rules and prioritization schemas, as well as view near real-time dashboards into operational performance and backlog.  Genesys gives administrators control over the routing logic once the task or lead needs to be delivered to the Genesys agent desktop.
 Genesys captures new work items or leads from multiple source systems and creates an interaction in the system.  The interaction goes through a process of classification, segmentation, and prioritization within the universal queue based on the business rules created.
@@ Line 67: / Line 65: @@
 <br />
 |BusinessImage=https://www.lucidchart.com/documents/edit/1e839c49-d7a9-4362-81ed-c8fa6dc8bb54/0
-|BusinessFlowDescription=#The system creates a new item in the system with all attached data necessary to process.  For leads, see the "Attributes" topic.  The source system requires an employee to handle a work item.  The source system is the BPM, CRM, or business system that stores and processes the work items associated with said business process. Genesys intelligent Workload Distribution creates the corresponding work item via the Genesys Cloud RESTful Capture Adapter.
+|BusinessFlowDescription=#The system creates a new item in the system with all attached data necessary to process.  For leads, see the "Attributes" topic.  The source system requires an employee to handle a work item.  The source system is the BPM, CRM, or business system that stores and processes the work items associated with said business process. Genesys intelligent Workload Distribution creates the corresponding work item via the Capture Adapter.
 #Genesys captures the new work item and handles the creation of a new interaction in the system.
 #The interaction is classified and prioritized according to specific lead rules and the business value of the lead (or) the nature of the work item. The lead and work items reprioritize continually if they fail distribution to an employee.
@@ Line 113: / Line 111: @@
 *If the work item attribute department equals Sales and the Customer Segment equals Gold then the Service Level Agreement (SLA) is 72 hours.
-These and finer-grained segmentation rules established in iWD Manager and managed by the business user. The Designer application controls the distribution strategy for work items to the desired employees.
+These and finer-grained segmentation rules established in iWD Manager and managed by the business user. The GRE & ORS applications controls the distribution strategy for work items to the desired employees.
 iWD Manager uses the attributes from the captured work item to assign the task. It can assign directly to an employee, agent group,  combination of skills, or skill proficiency levels.  Importance of the work relative to other work items is a key factor that determines prioritization in the global task list.  Work in the longest routing status distributes first when there are multiple work items with the same priority targeting the same employees.
@@ Line 197: / Line 195: @@
 #The employee completes a work item/lead in the source system.
 #The employee presses "Mark Done" in Genesys to signal that they have finished working on the work item/lead. The employee is then ready for the distribution of their next work item/lead.
 #The source system sends an update via the Capture Adapter to complete the item. If the update does not arrive within a specified timeout, the item goes back into distribution with the same priority.  The calculation of priority referenced is in the graph described in the section "Priority Rules."  The item going back to distribution ensures that the item avoids a stuck state in the Genesys system.  If the employee accidentally presses "Mark Done" in Genesys, the redistribution of the item takes place.
 '''Work item/lead life cycle (or) Work item/lead completion - Close in source system'''
@@ Line 343: / Line 341: @@
 *Tertiary target = Employees with base skill level > P
-The values for N, M, and P are configurable in iWD Manager and Designer based on Department, Process, and metadata attached to the work item.
+The values for N, M, and P are configurable in iWD Manager and routing strategy based on Department, Process, and metadata attached to the work item.
 For example:

@@ Line 3: / Line 3: @@
 |Title=Genesys Task Distribution
 |Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 25: / Line 33: @@
 |UCBenefit=Automatic prioritization and distribution of leads prevents "cherry picking" and ensures fairer distribution of leads among team members.  Dynamically matching the demand of leads with the supply of skilled resources throughout the day.
 }}
 |UCSummary=Genesys Intelligent Workload Distribution (iWD) is designed to effectively capture, classify, prioritize, manage, and distribute work items and high value leads across multiple departments to the best-suited employees, based on business segmentation, resource skills, and availability.
@@ Line 347: / Line 348: @@
 The distribution logic supports redistribution or "RONA" functionality; in other words, if an employee does not accept a work item/lead which is distributed to them, the work item/lead is routed to another employee after a time out. The first employee is set to not ready. This use case is combined with use cases for different media types. Blending with other media types, including the required configuration of capacity rules, is supported.
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=Work Item Handling-Related Requirements
+|AgentDeskRequirements=Agent Desktop enables agents (employees) to handle Work Items through the following functionality:
 *Work item/ lead processing from Genesys work blending
 *Auto or manual answer
-*Pop up of the work item / lead in the source system via URL or display of capture ID which is used to manually open a work item / lead in the source system
+*Pop up of the work item / lead in the source system by a URL or by displaying capture ID to manually open a work item / lead in the source system
-*Access to Employee workbin for parking and pulling of work items / leads
+*Agent Workbins for parking and pulling of work items / leads (Group Workbins not supported in this use case)
-*Ability to disable "Mark Done" button if desired
+*Option to disable "Mark Done" button
 *Disposition codes
 *Contact History with Universal Contact Server
-*Ability to pop work within the source system using Gplus (e.g. Salesforce.com), within a Workspace tab or as an external window
+*Support for Salesforce.com through Gplus Adapter which integrates the Agent Desktop as a tab or floating window (Gplus Adapter supports intelligent Workload Distribution)
 *Ability to transfer work items / leads
+*Multiple configurable not-ready reason codes (for example: Admin Work, Lunch, Meeting, Pause, RONA, and Training)
-Should the customer wish to use an embedded desktop in salesforce.com the Gplus Adapter for Salesforce.com supports intelligent Workload Distribution.
+*Display of agent, status, and interaction statistics in the Agent Desktop
 |RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
@@ Line 428: / Line 417: @@
 **All work items need to be submitted through the cloud capture point only.
 **No 3rd party WFM support
 |DocVersion=v 1.1.1
 }}