UseCases/Current/GenesysEngage-onpremises/BO11 - Revision history

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T12:15:03Z

UCC: Updated Agent Desktop to Agent Workspace

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

2021-11-09T21:19:55Z

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

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

2021-11-09T21:13:03Z

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

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

2021-11-09T21:06:48Z

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

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

2021-02-23T12:17:26Z

UCC: Updated benefits to align with calculators

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

2021-02-16T11:47:44Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:17:58Z

UCC: Updated Occupancy benefit to Utilization

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Shlandy93 at 14:08, September 21, 2020

2020-09-21T14:08:53Z

Shlandy93 at 14:04, September 21, 2020

2020-09-21T14:04:31Z

Shlandy93 at 14:10, September 11, 2020

2020-09-11T14:10:11Z

@@ Line 400: / Line 400: @@
 {{!}}}
-*For Gxxx Exxx on-premises, an outbound email channel license will be delivered for each IWD license purchased.
+*For Genesys Engage on-premises, an outbound email channel license will be delivered for each IWD license purchased.
 As stated earlier in this document, this Use-Case support Notifications via Email, SMS and Mobile Notifications. It is, however, the responsibility of the customer to Provide access to the relevant Gateways ( Email; SMS; Mobile Notification).

@@ Line 171: / Line 171: @@
 *Operation level agreement (OLA) for the task.
-**If a task is not performed in OLA time automatic escalation of the task, OLA monitoring can escalate the task at any step of the normal handling flow. The only exception to this is if an advisor is currently effectively working on the task (task's screen open and active on the desktop). In this case, the task is subject to escalation if the Advisor does not finish the case before closing the task window. As there is only one escalation mechanism, escalated tasks cannot be further escalated. Note: Adding Genesys Engage BO02 to this use case provides significantly more escalation options. OLA should be smaller than Case SLA, to allow sufficient time for experts to resolve the case. SLA and OLA can be defined in Open Office time or Calendar time. (Allowed format: Days; hours; Minutes)
+**If a task is not performed in OLA time automatic escalation of the task, OLA monitoring can escalate the task at any step of the normal handling flow. The only exception to this is if an advisor is currently effectively working on the task (task's screen open and active on the desktop). In this case, the task is subject to escalation if the Advisor does not finish the case before closing the task window. As there is only one escalation mechanism, escalated tasks cannot be further escalated. Note: Adding Genesys Multicloud CX BO02 to this use case provides significantly more escalation options. OLA should be smaller than Case SLA, to allow sufficient time for experts to resolve the case. SLA and OLA can be defined in Open Office time or Calendar time. (Allowed format: Days; hours; Minutes)
 *Advisor manual escalation.
 **An Advisor, when handling a task, can decide to Escalate the task, if they think it is appropriate, to secure in time Case Resolution.
@@ Line 387: / Line 387: @@
 {{!}}{{!}}<br />
 {{!}}{{!}}'''PureConnect'''
-{{!}}{{!}}'''Genesys Engage'''
+{{!}}{{!}}'''Genesys Multicloud CX'''
 {{!}}-
 {{!}}{{!}}'''Premise'''
@@ Line 417: / Line 417: @@
 {{!}}{{!}}<br />
 {{!}}{{!}}'''PureConnect'''
-{{!}}{{!}}'''Genesys Engage'''
+{{!}}{{!}}'''Genesys Multicloud CX'''
 {{!}}-
 {{!}}{{!}}'''Premise'''

@@ Line 400: / Line 400: @@
 {{!}}}
-*For Genesys Engage on-premises, an outbound email channel license will be delivered for each IWD license purchased.
+*For Gxxx Exxx on-premises, an outbound email channel license will be delivered for each IWD license purchased.
 As stated earlier in this document, this Use-Case support Notifications via Email, SMS and Mobile Notifications. It is, however, the responsibility of the customer to Provide access to the relevant Gateways ( Email; SMS; Mobile Notification).

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |UCOverview=This functional Use-Case has been created to enable Genesys customers to leverage the back-office automation capabilities to help Supervisors and Employees to better manage cases, through enhanced ways cases are handled in the organization.
@@ Line 46: / Line 27: @@
 <br />
 |UCSummary=The Genesys Dynamics Case Management solution can be provided in the cloud, on-premises or in a hybrid model.  DCM brings the omni-process concept, allowing to integrate data and tools into a single user interface. This concept also allows agents and advisors to work on a single application, instead of having to switch from one application to another, to resolve Cases. In the background, DCM orchestrated the flow of information, ensuring that the required information is provided to the agents/advisors at the right time and replicate the new input in the relevant back-end Systems.
 |PainPoints=* Increasing calls related to online service and support
@@ Line 338: / Line 335: @@
 For information about customizing reports using attached data: [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIUsingAttachedData Using Attached Data].
 |GeneralAssumptions=* Compatibility with DCM hardware and software requirements.
 * Customer should allow access to the DCM Platform for their users, involved in the process.
@@ Line 453: / Line 448: @@
 Note that this list is here only for the indicative purpose, contact your account team to get the list of relevant use cases for your configuration.
 |CustomerAssumptions=N/A
 |DocVersion=V 1.0.2
 |RelatedDocs={{TSSection

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Consistent customer experience for nonlinear case management scenarios and channel agnostic
 }}{{SMART Benefits
@@ Line 338: / Line 338: @@
 For information about customizing reports using attached data: [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIUsingAttachedData Using Attached Data].
-|GeneralAssumptions=This Use-Case does not include any system integration.
+|RequiresOr=BO02, BO03
 The case submission web form and web dashboard (provided in scope of this Use-Case) will not be integrated into the existing web environment of the customer. On request of the customer, this integration could be done by Genesys resources, but this will be subject to a separate quote by Professional Service. Customer may also choose to realize this integration with its own or partner resources.
@@ Line 448: / Line 453: @@
 Note that this list is here only for the indicative purpose, contact your account team to get the list of relevant use cases for your configuration.
 |CustomerAssumptions=N/A
-|RequiresOr=BO02, BO03
+|DocVersion=V 1.0.2
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop
@@ Line 470: / Line 468: @@
 |description=For more information about the difference between Real-time Reporting with Genesys Pulse, and Historical Reporting with Genesys CX Insights, see [https://all.docs.genesys.com/PEC-REP/HIW#disambiguation Real-time and historical reporting].
 }}
 }}

@@ Line 445: / Line 445: @@
 CE16; CE18; CE20; CE22; CE29.
 {{!}}{{!}}CE01; CE03; CE09; CE11; CE12; CE16;
@@ Line 472: / Line 470: @@
 |CustomerAssumptions=N/A
 |RequiresOr=BO02, BO03
-|Optional=CE01, CE03, CE09, CE11, CE12, CE16, CE18, CE19, CE20, CE22, CE24, CE25, CE27, CE34
+|Optional=CE01, CE03, CE09, CE11, CE12, CE16, CE18, CE19, CE20, CE22, CE27, CE34
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=Compatibility with DCM hardware and software requirements.

@@ Line 358: / Line 358: @@
 For information about customizing reports using attached data: [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIUsingAttachedData Using Attached Data].
 |GeneralAssumptions=This Use-Case does not include any system integration.
@@ Line 365: / Line 366: @@
 If relevant, notification channel(s) are available, the Use-Case supported the following notification types:
 * Email (requires getting customer email);
-* SMS (requiresgetting customer Mobile number);
+*Email (requires getting customer email);
-* Mobile notification (requires getting customer Mobile number).
+*SMS (requiresgetting customer Mobile number);
 Note that Genesys can provide, in option additional routing capabilities for this notification channels (see Use Case interdependencies section for more info).
@@ Line 373: / Line 375: @@
 This Use-Case foresees only:
-* one submission form,
+*one submission form,
-* one case status web Dashboard form,
+*one case status web Dashboard form,
-* Five Case-Types,with one common case process.
+*Five Case-Types,with one common case process.
 If additional Submission form(s), case dashboard(s) and/or cases process are requested they can be purchased as add-ons to this Use-Case.
@@ Line 410: / Line 412: @@
 {{!}}{{!}}'''Premise'''
 {{!}}{{!}}BO02
-{{!}}{{!}}iWD platform Use Case(s) available: BO02; BO03; SL05.
+{{!}}{{!}}iWD platform Use Case(s) available: BO02; BO03.
 {{!}}-
@@ Line 418: / Line 419: @@
 {{!}}{{!}}Coming Soon
-{{!}}}
+*For Genesys Engage on-premises, an outbound email channel license will be delivered for each IWD license purchased.
 As stated earlier in this document, this Use-Case support Notifications via Email, SMS and Mobile Notifications. It is, however, the responsibility of the customer to Provide access to the relevant Gateways ( Email; SMS; Mobile Notification).
 If direct communication is required between the Customer and the Case Worker, it is recommended to select the relevant additional Genesys Use Cases to orchestrate the communication channels. This will ensure that:
 * Customer replies are routed to the relevant Advisors,
-* Customer interactions are stored in a central place: Universal Contact Server.
+*Customer replies are routed to the relevant Advisors,
-* Provide Advisors with an intuitive and easy to use desktop tool to initiate and professionally manage the interaction.
+*Customer interactions are stored in a central place: Universal Contact Server.
-* Provide Standard response library
+*Provide Advisors with an intuitive and easy to use desktop tool to initiate and professionally manage the interaction.
 and many more capabilities, depending on the additional Use-Cases selected.
 Please find below a list of possible use cases for the different platform.
@@ Line 442: / Line 445: @@
 CE16; CE18; CE20; CE22; CE29.
@@ Line 454: / Line 455: @@
 CE27; CE34.
 {{!}}-
@@ Line 462: / Line 462: @@
 CE16; CE18; CE20;CE22; CE29.
 {{!}}{{!}}CE01; CE03; CE09; CE11; CE12;
@@ Line 468: / Line 467: @@
 CE13; CE16; CE22.
 {{!}}}
 Note that this list is here only for the indicative purpose, contact your account team to get the list of relevant use cases for your configuration.
 |CustomerAssumptions=N/A
-|RequiresOr=BO02, BO03, SL05
+|RequiresOr=BO02, BO03
 |Optional=CE01, CE03, CE09, CE11, CE12, CE16, CE18, CE19, CE20, CE22, CE24, CE25, CE27, CE34
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
@@ Line 496: / Line 494: @@
 |description=For information about the difference between Real-time Reporting with Genesys Pulse, and Historical Reporting with Genesys CX Insights, see [https://all.docs.genesys.com/PEC-REP/HIW#disambiguation Real-time and historical reporting].
 }}
 }}

@@ Line 328: / Line 328: @@
 In the scope of this Use case, it is foreseen toa allow the addition of up to 5 fields to the default Customer profile data template (additional field can be added but this will be subject to a separated quote).
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=[[File:Image2018-6-20 16 34 43.png|500px|center|middle|thumb]]
+|AgentDeskRequirements=Agents must have the following capabilities:
-Reporting capabilities relies on 3rd party tools to achieve Business Intelligence and Big Data Analytics. Specifically, DCM works primarily with JasperSoft.
+Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations.
-'''Standard reporting provided:'''
+Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboards.
-'''Tuned reports'''
+See [https://docs.genesys.com/Documentation/EZP/latest/User/RTRTemplatesA Standard Report Templates] for more information.
-The Platform allows also the possibility to create tuned reports for the specific needs. Tuned reports, can be requested and will be subject to an additional Professional services Quote (out of scope of the standard Use Case).Samples of tuned reports:
+Some of the most relevant reports include:
-[[File:DCM reporting 1.png|500px|center|middle|thumb]][[File:DCM reporting 2.png|500px|center|middle|thumb]]
+'''Need input -- what reports should we list here?'''
 |GeneralAssumptions=This Use-Case does not include any system integration.
@@ Line 471: / Line 481: @@
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=Customer should allow access to the DCM Platform for their users, involved in the process.
 }}
 |DocVersion=V 1.0.2
 }}