UseCases/Current/GenesysEngage-onpremises/BO06 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T11:52:40Z

UCC: Removed references to Multicloud CX

Shlandy93 at 11:36, August 22, 2022

2022-08-22T11:36:55Z

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:18:07Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:07:30Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

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

2021-11-09T20:29:22Z

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

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

2021-02-12T14:39:47Z

UCC: Updated benefits to align with calculators

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Shane.landy@genesys.com: UCC: Updated benefit name

2020-12-09T14:59:54Z

UCC: Updated benefit name

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Shlandy93 at 10:00, September 30, 2020

2020-09-30T10:00:40Z

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

2020-07-15T12:04:24Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/BO06 to UseCases/Current/GenesysEngage-onpremises/BO06: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:25Z

WikiSysop moved page UseCases/Current/PureEngage/BO06 to UseCases/Current/GenesysEngage-onpremises/BO06: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

@@ Line 126: / Line 126: @@
 *Optionally, a third-party application produces and stores the outcome data.
 |DistributionLogic=The inbound use case provides details of the distribution of an interaction to an agent. Refer to the flow above to understand how Predictive Routing influences the distribution logic.
 |AgentDeskRequirements=Target agents can review Attached Data/Case Data when an interaction routes to their Agent Workspace.
 |RealTimeReporting=Predictive Routing does not include real-time reports. Operational reports are available in the Predictive Routing UI.
@@ Line 143: / Line 144: @@
 <sup>*</sup><small>A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort.</small>
 |GeneralAssumptions=*Requires Product Management approval.
-*Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from the Genesys Multicloud CX and components deployed in your own environment.
+*Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from the components deployed in your own environment.
 *Predictive Routing is offered as a managed service by Genesys Professional Services, who deal with all aspects of machine-learning model creation and maintenance. A Professional Services package is mandatory for implementation and support of Predictive Routing.
 *The standard deployment materials address Inbound voice interactions based on Genesys Info Mart data only.
@@ Line 162: / Line 164: @@
 |Exceptions=CE03, CE07, CE08, CE09, CE10, CE11, CE12, CE27, CE28, CE31, CE41
 |PremiseAssumptionsAdditional=<br />
 |Video=312195823
 |RelatedDocs={{TSSection

@@ Line 114: / Line 114: @@
 '''Routing Step 9'''
-*The agent desktop or a server-side process captures the interaction outcome. Genesys APIs invoke, either automatically or after an agent action, to map the outcome to a Genesys interaction attribute, which can be custom attached data or a disposition code.
+*The agent workspace or a server-side process captures the interaction outcome. Genesys APIs invoke, either automatically or after an agent action, to map the outcome to a Genesys interaction attribute, which can be custom attached data or a disposition code.
 *Genesys Info Mart captures this attribute in the Info Mart interaction record.
@@ Line 126: / Line 126: @@
 *Optionally, a third-party application produces and stores the outcome data.
 |DistributionLogic=The inbound use case provides details of the distribution of an interaction to an agent. Refer to the flow above to understand how Predictive Routing influences the distribution logic.
-|CustomerInterfaceRequirements=N/A
+|AgentDeskRequirements=Target agents can review Attached Data/Case Data when an interaction routes to their Agent Workspace.
 |RealTimeReporting=Predictive Routing does not include real-time reports. Operational reports are available in the Predictive Routing UI.
@@ Line 144: / Line 143: @@
 <sup>*</sup><small>A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort.</small>
 |GeneralAssumptions=*Requires Product Management approval.
 *Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from the Genesys Multicloud CX and components deployed in your own environment.
@@ Line 164: / Line 162: @@
 |Exceptions=CE03, CE07, CE08, CE09, CE10, CE11, CE12, CE27, CE28, CE31, CE41
 |PremiseAssumptionsAdditional=<br />
 |Video=312195823
 |RelatedDocs={{TSSection

@@ Line 25: / Line 25: @@
 This use case illustrates an improvement in First Contact Resolution (FCR), captured from Genesys Info Mart or from 3rd-party surveys (for inbound voice interactions, for example). The use case also illustrates service-related KPIs, where the data for the KPIs is available in Info Mart or another available data source.
-Predictive Routing also applies to Sales & Marketing KPIs.  See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=SL06|display text=Genesys Predictive Routing for Sales (SL06) for Gxxx Exxx on-premises}}
+Predictive Routing also applies to Sales & Marketing KPIs.  See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=SL06|display text=Genesys Predictive Routing for Sales (SL06) for Genesys Engage on-premises}}
 Traditional routing matches customers to agents through skills-based or queue-based logic. The goal is to maintain a service level, rather than to improve a KPI. Predictive Routing differs from traditional routing in that it uses machine learning to detect patterns in historical data from Genesys Info Mart and other third-party data sources. The predictive algorithm then uses these sources to build a model that predicts the business outcome of a customer's interaction when handled by an employee.

@@ Line 25: / Line 25: @@
 This use case illustrates an improvement in First Contact Resolution (FCR), captured from Genesys Info Mart or from 3rd-party surveys (for inbound voice interactions, for example). The use case also illustrates service-related KPIs, where the data for the KPIs is available in Info Mart or another available data source.
-Predictive Routing also applies to Sales & Marketing KPIs.  See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=SL06|display text=Genesys Predictive Routing for Sales (SL06) for Genesys Engage on-premises}}
+Predictive Routing also applies to Sales & Marketing KPIs.  See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=SL06|display text=Genesys Predictive Routing for Sales (SL06) for Gxxx Exxx on-premises}}
 Traditional routing matches customers to agents through skills-based or queue-based logic. The goal is to maintain a service level, rather than to improve a KPI. Predictive Routing differs from traditional routing in that it uses machine learning to detect patterns in historical data from Genesys Info Mart and other third-party data sources. The predictive algorithm then uses these sources to build a model that predicts the business outcome of a customer's interaction when handled by an employee.

@@ Line 53: / Line 53: @@
 |MaturityLevel=Differentiated
 |SellableItems=At least one Inbound SMART USE Case is required, CIM, CIM HA (Optional), Genesys Infomart, Genesys Infomart - HA (optional)
-|CloudAssumptions=This use case is currently not available in Genesys Engage cloud
+|CloudAssumptions=This use case is currently not available in Genesys Multicloud CX
 |PremiseAssumptionsAdditional_Sales=* Available on premises (Conditional)
 Pre-requisite:
@@ Line 146: / Line 146: @@
 |DocVersion=v 2.2.0
 |GeneralAssumptions=*Requires Product Management approval.
-*Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from the Genesys Engage Cloud and components deployed in your own environment.
+*Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from the Genesys Multicloud CX and components deployed in your own environment.
 *Predictive Routing is offered as a managed service by Genesys Professional Services, who deal with all aspects of machine-learning model creation and maintenance. A Professional Services package is mandatory for implementation and support of Predictive Routing.
 *The standard deployment materials address Inbound voice interactions based on Genesys Info Mart data only.

@@ Line 19: / Line 19: @@
 *Customer Experience or Service outcome such as Net Promotor Score (NPS), Customer Satisfaction (CSAT),  First Contact Resolution (FCR), and Customer Effort Score (CES)
-*Operational efficiency metrics such as Handle Time (AHT), transfers, hold count, hold time, case open/closed, back office tasks opened, and field technical sent
+*Operational efficiency metrics such as Handle Time (AHT), transfers, hold count, hold time, cases open/closed, and back office tasks opened
 This use case focuses on improving First Contact Resolution (FCR), captured from Genesys Info Mart or from 3rd-party surveys (for inbound voice interactions, for example) but may also be extended to other service-related KPIs, and other channel types with custom PS effort. Wherever applicable, this use case documents the impacts of choosing another channel type or another KPI, captured from Genesys data or from 3rd-party sources.<br />
 Predictive Routing also applies to Sales & Marketing KPIs. See [https://repository.docs.genesys.com/Draft:UseCases/Current/Genesys Engage/SL06 Genesys Predictive Routing for Sales (SL06) for Genesys Engage]
-Traditional routing is designed to match customers to agents through skills-based or group-based logic to maintain a service level rather than improving KPI. Unlike traditional routing, Predictive Routing uses machine learning to find signals in historical data to build a model that predicts the business outcome of a customer's interaction when handled by an employee. This model improves KPIs by ranking agents before making the match with customers. This model also addresses the operational challenges that occur in understaffing and overstaffing scenarios while balancing the service level with improving KPI.
+Traditional routing is designed to match customers to agents through skills-based or group-based logic to maintain a service level rather than improving KPIs. Unlike traditional routing, Predictive Routing uses machine learning to find signals in historical data to build a model that predicts the business outcome of a customer's interaction when handled by an employee. This model improves KPIs by ranking agents before making the match with customers. This model also addresses the operational challenges that occur in understaffing and overstaffing scenarios while balancing the service level with improving a KPI.
@@ Line 32: / Line 32: @@
 *Genesys Historical Reporting data, enabling you to define FCR. For example, FCR 7 is defined as the number of customers who didn't make a subsequent contact for the same service type in 7 days.
 *A 3rd-party outcome data source (such as a survey).
 Predictive Routing:
@@ Line 65: / Line 64: @@
 The following flow shows how a model is created. The main actor of this flow is typically a Business Analyst / Data Analyst in charge of the model creation. The Analyst is a trained professional from Genesys, a partner, or a customer organization.
-|BusinessImage=https://www.lucidchart.com/documents/edit/a4257aa9-6e73-4dc8-95f7-f592c45d78ec/0
+|BusinessImage=https://www.lucidchart.com/documents/edit/825b125b-ee08-4705-8e5b-249e7cee457b/0
 |BusinessFlowDescription=#The team Lead / Supervisor and the Analyst agree on the outcome metric to be used. This use case uses FCR as the reference metric.
 #The Analyst gathers customer profile, interaction profile, agent profile, and FCR data from Info Mart, and optionally from 3rd-party data sources.
@@ Line 82: / Line 81: @@
 This business flow shows the use case from the perspective of the customer and agent.
-|BusinessImage=https://www.lucidchart.com/documents/edit/bd1c6f7f-98e5-441d-b014-929efe84e045/0
+|BusinessImage=https://www.lucidchart.com/documents/edit/7deb8693-2294-4b64-8b50-9b3e115b9a89/0
 |BusinessFlowDescription=#The customer contacts the company using one of the available inbound channels (such as voice, e-mail, chat, mobile, work item, or Apple Business Chat).* This inbound interaction may be the result of a proactive rule on a web or mobile application.
 #One of the Inbound use cases for the corresponding media type handles the interaction. The context data is captured depending on the interaction and engagement type.
@@ Line 107: / Line 106: @@
 *The user gathers the FCR, Agent Profile, Interaction profile, and Customer profile data from Genesys Info Mart.
 *Predictive Routing then ingests the data into the system as the basis for the predictive model.
 *Other Genesys or 3rd-party data sources can be considered through a project-based implementation.
@@ Line 240: / Line 238: @@
 Predictive Routing provides a routing lever that can be used to control how customer-to-agent matching behaves in customer surplus mode to distribute the interactions based on agent occupancy.
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=This use case does not include specific agent desktop requirements. Specific data can be attached during the routing phase and may be visualized by the agent.
+|AgentDeskRequirements=Target agents can review Attached Data/Case Data when an interaction is routed to their Agent Desktop.
 |RealTimeReporting=Predictive Routing realtime reports include:
@@ Line 263: / Line 261: @@
 <sup>*</sup><small>A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort.</small>
 |GeneralAssumptions=The following use cases are exceptions where Predictive Routing cannot be integrated:
 * {{#mintydocs_link:topic=CE38}} Routing to a Genesys Digital Auto-response.
-* {{#mintydocs_link:topic=EE04}}:  Enable Schedule-based routing.
+*{{#mintydocs_link:topic=CE38}} Routing to a Genesys Digital Auto-response.
-* Self-Service Use Cases
+*{{#mintydocs_link:topic=EE04}}:  Enable Schedule-based routing.
-* Outbound preview + agent reservation used for Predictive and progressive outbound
+*Self-Service Use Cases
-* Callback, web monitor, proactive assist, co-browse, and Knowledge Management.
+*Outbound preview + agent reservation used for Predictive and progressive outbound
-|CustomerAssumptions=* Customer has all compatible versions of URS, IRD, Composer, GIM, GCXI, GII and Pulse or upgrades have been scoped in to the project plan.
+*Callback, web monitor, proactive assist, co-browse, and Knowledge Management.
-* Customer has necessary systems and processes in place to track results and measure impact over the life of the model
+|CustomerAssumptions=*Customer has all compatible versions of URS, IRD, Composer, GIM, GCXI, GII and Pulse or upgrades have been scoped in to the project plan.
-* Customer identification must be available and stored in Infomart.
+*Customer has necessary systems and processes in place to track results and measure impact over the life of the model
-* Significant percentage of interactions require to have a customer id linked. If less than 10 percent interactions have a customer id then building models may not be feasible
+*Customer identification must be available and stored in Infomart.
 |RequiresOr=CE01, CE02
-|Optional=EE14, CE16, CE18, CE19
+|Optional=CE16, CE18, CE19, EE14
-|Exceptions=EE04, CE38, CE12
+|Exceptions=CE12, EE04
-|PremiseAssumptionsAdditional=* '''<span class="s1">Predictive Routing solution is offered to On-Premise customers from the Genesys Cloud in a Cloud-only supporting Hybrid Architecture.</span>'''
+|PremiseAssumptionsAdditional=*'''<span class="s1">Predictive Routing solution is offered to On-Premise customers from the Genesys Cloud in a Cloud-only supporting Hybrid Architecture.</span>'''
-* '''<span class="s1">Requires PM approval.</span>'''
+*'''<span class="s1">Requires PM approval.</span>'''
-* <span class="s1"></span>
+*<span class="s1"></span>
-* FCR 7 is defined as the number of customers who didn't make a subsequent contact for the same service type within 7 days.
+*FCR 7 is defined as the number of customers who didn't make a subsequent contact for the same service type within 7 days.
-* The Standard deployment materials address Inbound voice interactions only, Informart data only, including FCR 7.
+*The Standard deployment materials address Inbound voice interactions only, Informart data only, including FCR 7.
-* Omnichannel and outbound integrations require Genesys Product Management approval and Genesys Professional Services support.
+*Omnichannel and outbound integrations require Genesys Product Management approval and Genesys Professional Services support.
-* Integration of additional data sources, Genesys or 3rd-party, requires a dedicated assessment and implementation by Genesys Professional Services.
+*Integration of additional data sources, Genesys or 3rd-party, requires a dedicated assessment and implementation by Genesys Professional Services.
-* Customer should have one or more Genesys channels.
+*Customer should have one or more Genesys channels.
-* Prerequisites: An implemented use case for one or more channels and Info Mart reporting. These use cases populate the predictors in the routing and the data necessary to build the models. This solution cannot use data that is not present.
+*Prerequisites: An implemented use case for one or more channels and Info Mart reporting. These use cases populate the predictors in the routing and the data necessary to build the models. This solution cannot use data that is not present.
-* The capture and analysis of FCR KPIs is not part of Info Mart out-of-box statistics and is developed during model creation.
+*The capture and analysis of FCR KPIs is not part of Info Mart out-of-box statistics and is developed during model creation.
-* Routing to agents is based on skill expressions or group-based routing.
+*Routing to agents is based on skill expressions or group-based routing.
-* There is no industry standard definition for FCR. The definition chosen in this use case is intended to be a guideline metric that can be repeated across our customers who have not defined this metric.
+*There is no industry standard definition for FCR. The definition chosen in this use case is intended to be a guideline metric that can be repeated across our customers who have not defined this metric.
-* PDNA integration must be evaluated and scoped by PS as part of the implementation effort as every customer may have different types of PDNA data available.
+*PDNA integration must be evaluated and scoped by PS as part of the implementation effort as every customer may have different types of PDNA data available.
 }}

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