UseCases/Current/GenesysEngage-onpremises/BO04 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T11:43:53Z

UCC: Removed references to Multicloud CX

Shlandy93 at 11:19, August 22, 2022

2022-08-22T11:19:45Z

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

2021-11-09T21:12:42Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

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

2021-02-16T11:46:31Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:16:57Z

UCC: Updated Occupancy benefit to Utilization

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:03:12Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/BO04 to UseCases/Current/GenesysEngage-onpremises/BO04: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:45Z

WikiSysop moved page UseCases/Current/PureEngage/BO04 to UseCases/Current/GenesysEngage-onpremises/BO04: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 11:09, April 16, 2020

2020-04-16T11:09:18Z

Shlandy93 at 11:06, March 27, 2020

2020-03-27T11:06:23Z

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T22:53:16Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

@@ Line 32: / Line 32: @@
 The system provides functionality for near-real time monitoring and historical reports of operational performance and for the key business KPIs.
-|UCSummary=This use case builds on the use case [https://repository.docs.genesys.com/UseCases/Draft/Genesys Multicloud CX/BO02 Genesys Work Distribution (BO02) for Genesys Multicloud CX], adding third-party data lookup to enable context-based prioritization and routing. This feature enables companies to leverage data that is not available in the source system of the tasks to be used in prioritization or distribution decisions. These systems may include marketing, BI, or data warehouse systems as well as Genesys internal context services. The use case enables companies to better target skilled resources based on interaction history and/or customer context stored in non-integrated backend systems. For example, NPS survey results from a third-party system can be used to personalize work item handling and improving business outcomes. Displaying task-related external documents, references, and contextual information together with the work item improves the agility of handling tasks. Many personalization scenarios can be supported where the dynamically captured data is used for reprioritization and/or routing enhancement.
+|UCSummary=This use case builds on the use case {{Link-SomewhereInThisVersion|manual=GenesysEngage-onpremises|topic=BO02|display text=Genesys Work and Lead Distribution (BO02) for Genesys Engage on-premises}}, adding third-party data lookup to enable context-based prioritization and routing. This feature enables companies to leverage data that is not available in the source system of the tasks to be used in prioritization or distribution decisions. These systems may include marketing, BI, or data warehouse systems as well as Genesys internal context services. The use case enables companies to better target skilled resources based on interaction history and/or customer context stored in non-integrated backend systems. For example, NPS survey results from a third-party system can be used to personalize work item handling and improving business outcomes. Displaying task-related external documents, references, and contextual information together with the work item improves the agility of handling tasks. Many personalization scenarios can be supported where the dynamically captured data is used for reprioritization and/or routing enhancement.
@@ Line 99: / Line 99: @@
 **Queue Task Duration
 *Task Detail Reports
 |GeneralAssumptions=This use case requires:
 *{{#mintydocs_link:topic=BO02}}
-*This use case can coexist with {{#mintydocs_link:topic=BO03}} for Genesys Multicloud CX to provide more personalization.
+*This use case can coexist with {{#mintydocs_link:topic=BO03}} to provide more personalization.
-* The source of external context data shall comply with the default external context adapter (PS asset).
+*The source of external context data shall comply with the default external context adapter (PS asset).
-* Network communication between Genesys and the source of external contextual data is enabled.
+*Network communication between Genesys and the source of external contextual data is enabled.
 |RequiresAll=BO02
 |Optional=BO03
@@ Line 117: / Line 118: @@
 |relatedarticles=*[https://docs.genesys.com/Documentation/IW/8.5.1/Dep/CaseData Case Data and Attached Data]
 }}
 }}

@@ Line 72: / Line 72: @@
 |DistributionLogic=In addition to the distribution logic from BO02, this use case adds context-based routing, which uses the captured contextual data from third-party systems to enhance the task distribution. The attributes are made available to set up rules within the system. In addition to the standard and custom attributes supported in BO02, this use case adds further custom attributes to be used in routing rules to define the required employee skill to handle the specific interaction.
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=In addition to the Agent Desktop requirements from BO02, this use case requires the display of eternal contextual data fetched from the third-party systems or Genesys context services. These will be displayed as additional Case Data in Agent Desktop interaction views, pop-up notifications, and Contact and Interaction histories.
+|AgentDeskRequirements=In addition to the Agent Workspace requirements from BO02, this use case requires the display of eternal contextual data fetched from the third-party systems or Genesys context services. These will be displayed as additional Case Data in Agent Workspace interaction views, pop-up notifications, and Contact and Interaction histories.
 |RealTimeReporting=The iWD out-of-the-box Pulse templates can provide the following reports.
@@ Line 99: / Line 99: @@
 **Queue Task Duration
 *Task Detail Reports
 |GeneralAssumptions=This use case requires:
@@ Line 108: / Line 106: @@
 * The source of external context data shall comply with the default external context adapter (PS asset).
 * Network communication between Genesys and the source of external contextual data is enabled.
-|DocVersion=v 1.2.4
+|RequiresAll=BO02
 |RelatedDocs={{TSSection
-|sectionheading=Agent Desktop
+|sectionheading=Agent Workspace
 |description=Case Data configuration
-|relatedarticles=* [https://docs.genesys.com/Documentation/HTCC/9.0.0/IWWDep/CustomerCase Case Data and Attached Data] (Restricted doc)
+|relatedarticles=*[https://docs.genesys.com/Documentation/HTCC/9.0.0/IWWDep/CustomerCase Case Data and Attached Data] (Restricted doc)
 }}{{TSSection
 |sectionheading=Workspace Desktop Edition
 |description=Case Data configuration
-|relatedarticles=* [https://docs.genesys.com/Documentation/IW/8.5.1/Dep/CaseData Case Data and Attached Data]
+|relatedarticles=*[https://docs.genesys.com/Documentation/IW/8.5.1/Dep/CaseData Case Data and Attached Data]
 }}
 }}

@@ Line 32: / Line 32: @@
 The system provides functionality for near-real time monitoring and historical reports of operational performance and for the key business KPIs.
-|UCSummary=This use case builds on the use case [https://repository.docs.genesys.com/UseCases/Draft/Genesys Engage/BO02 Genesys Work Distribution (BO02) for Genesys Engage], adding third-party data lookup to enable context-based prioritization and routing. This feature enables companies to leverage data that is not available in the source system of the tasks to be used in prioritization or distribution decisions. These systems may include marketing, BI, or data warehouse systems as well as Genesys internal context services. The use case enables companies to better target skilled resources based on interaction history and/or customer context stored in non-integrated backend systems. For example, NPS survey results from a third-party system can be used to personalize work item handling and improving business outcomes. Displaying task-related external documents, references, and contextual information together with the work item improves the agility of handling tasks. Many personalization scenarios can be supported where the dynamically captured data is used for reprioritization and/or routing enhancement.
+|UCSummary=This use case builds on the use case [https://repository.docs.genesys.com/UseCases/Draft/Genesys Multicloud CX/BO02 Genesys Work Distribution (BO02) for Genesys Multicloud CX], adding third-party data lookup to enable context-based prioritization and routing. This feature enables companies to leverage data that is not available in the source system of the tasks to be used in prioritization or distribution decisions. These systems may include marketing, BI, or data warehouse systems as well as Genesys internal context services. The use case enables companies to better target skilled resources based on interaction history and/or customer context stored in non-integrated backend systems. For example, NPS survey results from a third-party system can be used to personalize work item handling and improving business outcomes. Displaying task-related external documents, references, and contextual information together with the work item improves the agility of handling tasks. Many personalization scenarios can be supported where the dynamically captured data is used for reprioritization and/or routing enhancement.
@@ Line 104: / Line 104: @@
 *{{#mintydocs_link:topic=BO02}}
-*This use case can coexist with {{#mintydocs_link:topic=BO03}} for Genesys Engage to provide more personalization.
+*This use case can coexist with {{#mintydocs_link:topic=BO03}} for Genesys Multicloud CX to provide more personalization.
 * The source of external context data shall comply with the default external context adapter (PS asset).

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Deliver all committed tasks on time to customers
 }}{{SMART Benefits
@@ Line 99: / Line 99: @@
 **Queue Task Duration
 *Task Detail Reports
 |RequiresAll=BO02
 |Optional=BO03
-|SMART_PremiseAssumptions={{SMART PremiseAssumptions
+|GeneralAssumptions=This use case requires:
-|Premise_Assumption=This use case is available in Premise
-}}{{SMART PremiseAssumptions
+*{{#mintydocs_link:topic=BO02}}
-|Premise_Assumption=The source of external context data shall comply with the default external context adapter (PS asset).
+*This use case can coexist with {{#mintydocs_link:topic=BO03}} for Genesys Engage to provide more personalization.
-}}{{SMART PremiseAssumptions
-|Premise_Assumption=Network communication between Genesys and the source of external contextual data is enabled
+* The source of external context data shall comply with the default external context adapter (PS asset).
-}}
+* Network communication between Genesys and the source of external contextual data is enabled.
-|SMART_CloudAssumptions={{SMART CloudAssumptions
+|DocVersion=v 1.2.4
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop
@@ Line 123: / Line 118: @@
 |relatedarticles=* [https://docs.genesys.com/Documentation/IW/8.5.1/Dep/CaseData Case Data and Attached Data]
 }}
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 10: / Line 7: @@
 |UCBenefit=Provide more timely and complete insights through distribution of tasks with the full customer context
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Reduce idle time and improve Average Handle Time through an additional third-party data lookup feature that enables context-based prioritization and routing
 }}{{SMART Benefits
@@ Line 22: / Line 19: @@
 |UCBenefit=Automate task distribution, reduce manual distribution and supervisor task-monitor; schedule and report through intelligent task distribution
 }}
 |UCOverview=The personalized task distribution solution can be integrated with one or more source systems (such as CRM/BPM/workflow systems) where tasks related to customers are created and stored.
@@ Line 40: / Line 36: @@
 *External Parameters might be captured from third-party systems or from Genesys Context Services (through webservices or DB lookup) to allow personalization of the business logic defined using Business Rules. Third-party systems must be integrated with Genesys to enable the capture of external context data. The format of the data and the communication interface will be defined at the beginning of the project (See Assumptions).
 |PainPoints=* Unable to measure and report on:
 * work completion
@@ Line 59: / Line 54: @@
 * Integrated quality and skills management of employees
 * Plan and forecast resources per skill
 |MaturityLevel=Differentiated
 |SellableItems=Genesys Conversation Manager (Optional)
 |CloudAssumptionsAdditional_Sales=* This use case is not available in the cloud
 |PremiseAssumptionsAdditional_Sales=* This use case is available in Premise
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 79: / Line 70: @@
 }}
 |BusinessLogic=In addition to the business logic from BO02, this use case makes the attributes from the customer context available within the business rules for task classification and prioritization as additional custom attributes. For example, the original source system may not include the customer segment for a specific task. A lookup in the CRM database can add this information to the task and can in turn be used within the prioritization rules to ensure that your VIP customers are handled with higher priority.
 |DistributionLogic=In addition to the distribution logic from BO02, this use case adds context-based routing, which uses the captured contextual data from third-party systems to enhance the task distribution. The attributes are made available to set up rules within the system. In addition to the standard and custom attributes supported in BO02, this use case adds further custom attributes to be used in routing rules to define the required employee skill to handle the specific interaction.
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=In addition to the employee desktop requirements from BO02, this use case requires the display of eternal contextual data fetched from the third-party systems or Genesys context services. These will be displayed as additional Case Data in Workspace.
+|AgentDeskRequirements=In addition to the Agent Desktop requirements from BO02, this use case requires the display of eternal contextual data fetched from the third-party systems or Genesys context services. These will be displayed as additional Case Data in Agent Desktop interaction views, pop-up notifications, and Contact and Interaction histories.
 |RealTimeReporting=The iWD out-of-the-box Pulse templates can provide the following reports.
@@ Line 93: / Line 83: @@
 A report presenting agent or agent group activity as it relates to the processing of iWD work items of the type contacts. It is possible to report separately on not-ready reason codes in the relevant KPIs.The following graphic shows a typical dashboard configured with iWD templates for work item monitoring.
-[[File:BO_DistributeBusinessTasksEffectivelyPulse.png|500px|center|middle|thumb]]
+[[File:BO_DistributeBusinessTasksEffectivelyPulse.png|500px|center|thumb]]
 |HistoricalReporting=Using CX Insights, Genesys provides some out-of-the-box reports and metrics, including these out-of-the-box customizable reports:
 * Capture Reports
-** Capture Point Business Value
+*Capture Reports
-** Capture Point Task Duration
+**Capture Point Business Value
-** Classification Reports
+**Capture Point Task Duration
-** Customer Segment Service Level
+**Classification Reports
-* Intraday Backlog Summary
+**Customer Segment Service Level
-** Process Volume
+*Intraday Backlog Summary
-** Resource Reports
+**Process Volume
-** Resource Performance
+**Resource Reports
-** Queue Reports
+**Resource Performance
-** Queue Priority Range
+**Queue Reports
-** Queue Task Duration
+**Queue Priority Range
-* Task Detail Reports
+**Queue Task Duration
 |GeneralAssumptions=This use case requires:
 * {{#mintydocs_link:topic=BO02}}
 * This use case can coexist with {{#mintydocs_link:topic=BO03}} for Genesys Engage to provide more personalization.
 |RequiresAll=BO02
 |Optional=BO03
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=This use case is available in Premise
@@ Line 123: / Line 111: @@
 |Premise_Assumption=Network communication between Genesys and the source of external contextual data is enabled
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is not available in the cloud
 }}
-|CloudAssumptionsAdditional=
+|RelatedDocs={{TSSection
-|SMART_HybridAssumptions=
+|sectionheading=Agent Desktop
-|Requires=
+|description=Case Data configuration
-|Conditions=
+|relatedarticles=* [https://docs.genesys.com/Documentation/HTCC/9.0.0/IWWDep/CustomerCase Case Data and Attached Data] (Restricted doc)
 |DocVersion=v 1.2.4
 }}

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