UseCases/Current/GenesysEngage-onpremises/BO07 - Revision history

Shane.landy@genesys.com at 09:53, April 15, 2021

2021-04-15T09:53:05Z

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-25T17:03:24Z

UCC: Moved platform assumptions under general assumptions

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/BO07 to UseCases/Current/GenesysEngage-onpremises/BO07: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:35Z

WikiSysop moved page UseCases/Current/PureEngage/BO07 to UseCases/Current/GenesysEngage-onpremises/BO07: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 11:14, May 12, 2020

2020-05-12T11:14:04Z

Shlandy93 at 11:12, April 16, 2020

2020-04-16T11:12:29Z

Shlandy93 at 11:09, March 27, 2020

2020-03-27T11:09:23Z

Shlandy93 at 10:15, March 10, 2020

2020-03-10T10:15:08Z

Shlandy93 at 13:45, February 24, 2020

2020-02-24T13:45:21Z

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

2020-01-20T23:08:17Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:11Z

1 revision imported

@@ Line 91: / Line 91: @@
 * The actor then investigates the skill levels and that the newly hired agent(s) require training to reduce the handle time or if other corrective action should be taken such as changes to the routing, scheduling, skilling, etc.
 |DistributionLogic=Not applicable
 |AgentDeskRequirements=Workspace Desktop Edition (WDE), Workspace Web Edition (WWE), or other Genesys enabled agent desktop.
 |RealTimeReporting='''Not applicable.'''
@@ Line 97: / Line 96: @@
 This is for Omni-channel Analytics- Historical Reporting
-|HistoricalReporting='''Business Results Reports'''
+|HistoricalReporting=Genesys CX Insights provides reports and dashboards that summarize contact center activity. Reports display contact center activity using easy-to-read grids, while dashboards summarize a wider range of information using a variety of visualizations.  CX Insights enable users to analyze the data and empower them to take the data driven decisions.
 *Interaction Volume Customer Segment Report - It must be possible to report the following KPIs:
@@ Line 125: / Line 163: @@
 **Looking for Routing target which will contain the Skill Expression used to route the interaction to the agent.
-'''CX Insights'''allows users to run and schedule reports for automatic distribution.
+'''CX Insights''' allows users to run and schedule reports for automatic distribution.
-**'''Additional Report Benefits'''This list of reports and benefits below are not all-inclusive. It just shows reports that are specific to troubleshooting Service Level issues. Many reports give you the data from a different perspective to help with root cause analysis.
+**'''Additional Report Benefits:''' This list of reports and benefits below are not all-inclusive. It just shows reports that are specific to troubleshooting Service Level issues. Many reports give you the data from a different perspective to help with root cause analysis.
 *Agent Conduct Report
 **Compare agent performance in handling interactions against the agent's group, focusing on a few specific measures that demonstrate the possible mishandling of interactions - a high number of unaccepted interactions, excessive hold and after-call work (wrap) times, and shorter-than-usual engage (talk) durations with customers.
@@ Line 180: / Line 218: @@
 **Speed of Accept (seconds) Report
 ***This report shows the number of interactions that were accepted within each of 10 time buckets and the percentages of interactions that were accepted in these buckets to the total number of interactions that were accepted from the queue. Pertains to short term interactions like a voice call.
 |GeneralAssumptions=*This use case is for Inbound interactions only.
 *Customer must have Genesys enabled Self Service IVR/GVP, CIM, GIM and GI2, Agent desktop.
@@ Line 195: / Line 232: @@
 ***Modify overflow parameters (Requires Routing have the capability and objects to be changes)
 ***Train additional agents with the impacted skill to take care of the service level influencing interactions.
 |DocVersion=v 1.0.1
 }}

@@ Line 3: / Line 3: @@
 |Title=
 |Offering=
 |UCIntro=The reporting functionality of this use case is already incorporated within the underlying use cases handling Inbound Interactions. For PS this use case consists of a pure consulting package to help the customer analyzing his data and finding route causes of Service Level Anomalies.
 |UCOverview=Business users must be able to report, monitor and make decisions regarding their contact center/customer experience to both improve business outcomes and to move the needle. Knowing when changes need to be made, the impact of the change and when not to make changes requires the ability to rapidly identify anomalies and understand root cause behind the anomalies. Maintaining alignment between routing, reporting and resources is essential in streamlining the business and driving optimization.
@@ Line 34: / Line 15: @@
 Historical reporting available on 15 minute increments if needed.
 |UCSummary=Improve efficiency through historical reporting to provide improved agent utilization, reduced churn and enhanced customer satisfaction scores. Based on service levels set, customers need to be able to both monitor and analyse interaction data plus discover anomalies through reviewing detailed interaction data. Mapping this against business outcomes, across all channels and where appropriate, customers need to be able to make informed strategic and operational decisions that minimize these anomalies in the future.
 |Description=

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 13: / Line 16: @@
 |UCBenefit=Provide readily available reports through KPI-based reporting
 }}{{SMART Benefits
 |UCBenefit=Improve utilization due to increased visibility
 }}{{SMART Benefits
@@ Line 31: / Line 35: @@
 Historical reporting available on 15 minute increments if needed.
 |UCSummary=Improve efficiency through historical reporting to provide improved agent utilization, reduced churn and enhanced customer satisfaction scores. Based on service levels set, customers need to be able to both monitor and analyse interaction data plus discover anomalies through reviewing detailed interaction data. Mapping this against business outcomes, across all channels and where appropriate, customers need to be able to make informed strategic and operational decisions that minimize these anomalies in the future.
 |PainPoints=* Limited data and reports – missing relevant business data and inconsistent data across channels
 * Limited capabilities – business users unable to easily filter reports, sort or create agent and workgroup reports leveraging business data
@@ Line 41: / Line 46: @@
 * Set thresholds on various KPIs to monitor and take timely actions
 * Wide range of agent and workgroup dashboards with relevant business data
 |MaturityLevel=Consistent
 |SellableItems=No sellable items
 |CloudAssumptions=This use case is not available in the cloud
 |PremiseAssumptionsAdditional_Sales=Available on premises
@@ Line 95: / Line 104: @@
 * The parameters are part of Interactive Insights reporting by evaluating the Agent Group Customer Segment Report.
 * The actor then investigates the skill levels and that the newly hired agent(s) require training to reduce the handle time or if other corrective action should be taken such as changes to the routing, scheduling, skilling, etc.
 |DistributionLogic=Not applicable
 |CustomerInterfaceRequirements=N/A
@@ Line 178: / Line 188: @@
 ** Speed of Accept (seconds) Report
 *** This report shows the number of interactions that were accepted within each of 10 time buckets and the percentages of interactions that were accepted in these buckets to the total number of interactions that were accepted from the queue. Pertains to short term interactions like a voice call.
 |RequiresOr=CE01, CE02, CE16, CE18
 |PremiseAssumptionsAdditional=* This use case is for Inbound interactions only.
 * Customer must have Genesys enabled Self Service IVR/GVP, CIM, GIM and GI2, Agent desktop.
@@ Line 196: / Line 212: @@
 |Cloud_Assumption=This use case is not available in the cloud
 }}
 |DocVersion=v 1.0.1
 }}

@@ Line 7: / Line 7: @@
 |UCBenefit=Provide visibility into call repetition pattern in reports
 }}{{SMART Benefits
-|UCBenefitID=Reduce Handle Time
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Increase visibility into training needs and skills-based routing through better reporting data
 }}{{SMART Benefits
@@ Line 13: / Line 13: @@
 |UCBenefit=Provide readily available reports through KPI-based reporting
 }}{{SMART Benefits
 |UCBenefit=Improve utilization due to increased visibility
 }}{{SMART Benefits

@@ Line 32: / Line 32: @@
 Historical reporting available on 15 minute increments if needed.
 |UCSummary=Improve efficiency through historical reporting to provide improved agent utilization, reduced churn and enhanced customer satisfaction scores. Based on service levels set, customers need to be able to both monitor and analyse interaction data plus discover anomalies through reviewing detailed interaction data. Mapping this against business outcomes, across all channels and where appropriate, customers need to be able to make informed strategic and operational decisions that minimize these anomalies in the future.
-|PainPoints=*Limited data and reports – missing relevant business data and inconsistent data across channels
+|PainPoints=* Limited data and reports – missing relevant business data and inconsistent data across channels
-*Limited capabilities – business users unable to easily filter reports, drill down or create custom reports leveraging business data
+* Limited capabilities – business users unable to easily filter reports, sort or create agent and workgroup reports leveraging business data
-*Reliance on IT – business users unable to take or automate actions in a timely manner
+* Reliance on IT - busienss users unable to take or automate action in a timely manner
-*SLA drops - Inability to identify the root cause to take appropriate and timely actions
+* Agent Performance - Inability to identify the root cause to take appropriate and timely actions
-|DesiredState=*Make informed decisions based on business outcomes
+* SLA drops - Inability to identify the root cause to take appropriate and timely actions
-*Provide end-to-end visibility into your business performance with consistent relevant business data across channels
+|DesiredState=* Make informed decisions based on business outcomes
-*Allow business users to take actions in a timely manner with easy to use applications including easy filtering, drilling down and creating custom reports with business data
+* Provide end-to-end visibility into your business performance with consistent relevant business data across channels
-*Set automated SLA targets to monitor and take timely actions
+* Allow business users to take actions in a timely manner with easily filter reports, sort or create agent and workgroup reports leveraging business data
-*Wide range of out of the box reports with relevant business data
+* Set thresholds on various KPIs to monitor and take timely actions
-*Native integration with Genesys routing and across channels
+* Wide range of agent and workgroup dashboards with relevant business data
 |MaturityLevel=Consistent
 |SellableItems=No sellable items

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