UseCases/Current/GenesysEngage-onpremises/CE01 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T11:56:21Z

UCC: Removed references to Multicloud CX

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T12:31:50Z

UCC: Updated Agent Desktop to Agent Workspace

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

2021-11-09T21:17:53Z

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"

2021-11-09T21:07:12Z

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"

2021-11-09T20:28:28Z

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

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

2021-02-16T11:48:25Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 11:43, December 1, 2020

2020-12-01T11:43:56Z

Shlandy93 at 09:31, September 1, 2020

2020-09-01T09:31:00Z

Show changes

WikiSysop: Text replacement - "\|Offering?=([^\|]*)PureEngage" to "|Offering=$1GenesysEngage-onpremises"

2020-07-15T11:33:47Z

Text replacement - "\|Offering?=([^\|]*)PureEngage" to "|Offering=$1GenesysEngage-onpremises"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE01 to UseCases/Current/GenesysEngage-onpremises/CE01: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:21Z

WikiSysop moved page UseCases/Current/PureEngage/CE01 to UseCases/Current/GenesysEngage-onpremises/CE01: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

@@ Line 208: / Line 208: @@
 For more information about the Genesys CX Insights reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.2.3
 |GeneralAssumptions=*SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
-*Optionally Skype for business can be offered for Genesys Engage on-premises only (not supported for Genesys Multicloud CX).
+*Optionally Skype for business can be offered for Genesys Engage on-premises only.
 *Implementation based on SIP Server (SIP Voice Blueprint).
@@ Line 232: / Line 230: @@
 *GIA is not supported as a standard option.
 *PS team should be consulted for Skype for Business Platform deployment.
 |RelatedDocs={{TSSection
 |sectionheading=Agent Workspace
@@ Line 243: / Line 244: @@
 *[https://docs.genesys.com/Documentation/IW/8.5.1/User/Welcome Workspace Desktop Edition User's Guide]
 }}
 |SMART_Interdependencies_Requires={{SMART Interdependencies Requires
 |Requires=CE02, CE04

@@ Line 173: / Line 173: @@
 *Blending with other media types will be possible. Priority settings for voice interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=Agent Desktop provides a suite of out-of-the-box and configurable features to enable you to maximize routing:
+|AgentDeskRequirements=Agent Workspace provides a suite of out-of-the-box and configurable features to enable you to maximize routing:
 *Agents can view the menu selection (service) and/or the DNIS when a call is [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADVoice routed to them]
@@ Line 180: / Line 180: @@
 *Configuration of [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#How_do_I_set_a_disposition_code.3F disposition codes] for reporting of business outcome (for example, Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell). Agents select the disposition while handling the interaction.
-If Skype for Business Platform is used for Inbound call (option), agents must Workspace Desktop Edition integrated with Skype for Business endpoint.
+If Skype for Business Platform is used for Inbound call (option), agents must use Workspace Desktop Edition integrated with Skype for Business endpoint.
 |RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
@@ Line 208: / Line 208: @@
 For more information about the Genesys CX Insights reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|GeneralAssumptions=* SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
+|SMART_HybridAssumptions={{SMART HybridAssumptions
-* Optionally Skype for business can be offered for Genesys Engage on-premises only (not supported for Genesys Multicloud CX).
+*Optionally Skype for business can be offered for Genesys Engage on-premises only (not supported for Genesys Multicloud CX).
-* Implementation based on SIP Server (SIP Voice Blueprint).
+*Implementation based on SIP Server (SIP Voice Blueprint).
-* Routing parameters are configured through GAX operational parameter groups, which are referenced in the underlying strategy / routing application.
+*Routing parameters are configured through GAX operational parameter groups, which are referenced in the underlying strategy / routing application.
-* Text To Speech and Speech Recognition are not included.
+*Text To Speech and Speech Recognition are not included.
-* No Genesys Voice Portal - all customer input is via DTMF prompt and collect.
+*No Genesys Voice Portal - all customer input is via DTMF prompt and collect.
-* Genesys Infomart and Interactive Insights will be used for historical reporting.
+*Genesys Infomart and Interactive Insights will be used for historical reporting.
-* Workspace Desktop Edition will be used as agent desktop.
+*Workspace Desktop Edition will be used as agent workspace.
-* Genesys Pulse will be used for real-time reporting.
+*Genesys Pulse will be used for real-time reporting.
-* No Integration with third party systems.
+*No Integration with third party systems.
@@ Line 229: / Line 232: @@
 *GIA is not supported as a standard option.
 *PS team should be consulted for Skype for Business Platform deployment.
 |RelatedDocs={{TSSection
-|sectionheading=Agent Desktop
+|sectionheading=Agent Workspace
-|description=Agent Desktop enables agents to handle routed interactions, transfer interactions, and set interaction disposition.
+|description=Agent Workspace enables agents to handle routed interactions, transfer interactions, and set interaction disposition.
-|relatedarticles=* [https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Desktop 9 Help]
+|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Workspace 9 Help]
-* [https://all.docs.genesys.com/PEC-AD/HIW How Agent Desktop Works]
+*[https://all.docs.genesys.com/PEC-AD/HIW How Agent Workspace Works]
 }}{{TSSection
 |sectionheading=Workspace Desktop Edition
@@ Line 244: / Line 243: @@
 *[https://docs.genesys.com/Documentation/IW/8.5.1/User/Welcome Workspace Desktop Edition User's Guide]
 }}
 |SMART_Interdependencies_Requires={{SMART Interdependencies Requires
 |Requires=CE02, CE04

@@ Line 208: / Line 208: @@
 For more information about the Genesys CX Insights reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|GeneralAssumptions=* SIP connectivity is offered as a standard solution for Gxxx Exxx on-premises and Cloud.
+|GeneralAssumptions=* SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
-* Optionally Skype for business can be offered for Gxxx Exxx on-premises only (not supported for Genesys Multicloud CX).
+* Optionally Skype for business can be offered for Genesys Engage on-premises only (not supported for Genesys Multicloud CX).
 * Implementation based on SIP Server (SIP Voice Blueprint).

@@ Line 208: / Line 208: @@
 For more information about the Genesys CX Insights reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|GeneralAssumptions=* SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
+|GeneralAssumptions=* SIP connectivity is offered as a standard solution for Gxxx Exxx on-premises and Cloud.
-* Optionally Skype for business can be offered for Genesys Engage on-premises only (not supported for Genesys Multicloud CX).
+* Optionally Skype for business can be offered for Gxxx Exxx on-premises only (not supported for Genesys Multicloud CX).
 * Implementation based on SIP Server (SIP Voice Blueprint).

@@ Line 210: / Line 210: @@
 |GeneralAssumptions=* SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
-* Optionally Skype for business can be offered for Genesys Engage on-premises only (not supported for Genesys Engage cloud).
+* Optionally Skype for business can be offered for Genesys Engage on-premises only (not supported for Genesys Multicloud CX).
 * Implementation based on SIP Server (SIP Voice Blueprint).

@@ Line 7: / Line 7: @@
 |UCBenefit=The ability to route a sales calls to the best skilled sales representative increases sales conversions.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve Net Promoter score
 }}{{SMART Benefits
@@ Line 208: / Line 208: @@
 For more information about the Genesys CX Insights reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|DocVersion=v 1.2.2
+|GeneralAssumptions=* SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
 |GeneralAssumptions=SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
-Optionally Skype for business can be offered for Genesys Engage on-premises only (not supported for Genesys Engage cloud).
+'''For Skype for Business Connectivity (Option):'''
-*<span class="s1">Integration with Skype for Business based on Multimedia Connector (Skype for Business Blueprint)</span><br />
+*<span class="s1">Integration with Skype for Business based on Multimedia Connector (Skype for Business Blueprint)</span>
 *The agent uses Workspace Desktop Edition integrated with Skype for Business endpoint.
 *No integration with 3rd party recording. GIR is the only available recording option with Multimedia Connector for Skype for Business.
 *GIA is not supported as a standard option.
 *PS team should be consulted for Skype for Business Platform deployment.
-|SMART_CloudAssumptions={{SMART CloudAssumptions
+|DocVersion=v 1.2.2
 |SMART_HybridAssumptions={{SMART HybridAssumptions
 |Hybrid_Assumption=v 1.2.0

@@ Line 5: / Line 5: @@
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
-|UCBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions.
+|UCBenefit=The ability to route a sales calls to the best skilled sales representative increases sales conversions.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Net Promoter Score
-|UCBenefit=Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources.
+|UCBenefit=Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve Net Promoter score
 }}{{SMART Benefits
 |UCBenefitID=Reduced Transfers
 |UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing.
 }}
 |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition.
@@ Line 167: / Line 173: @@
 *Blending with other media types will be possible. Priority settings for voice interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=*The agent can view the menu selection (service) and/or the DNIS when the call is presented
+|AgentDeskRequirements=Agent Desktop provides a suite of out-of-the-box and configurable features to enable you to maximize routing:
-*Agents can transfer calls to other individual agents as out-of-the-box functionality.
-*The agents can transfer calls to defined route points. The routing logic defined for these route points will be similar to the routing logic defined above. Only route points to transfer calls will be visible to the agent in his desktop.
+*Agents can view the menu selection (service) and/or the DNIS when a call is [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADVoice routed to them]
-*Configuration of not-ready reason codes (Admin Work, Lunch, Meeting, Pause, RONA and Training).
+*Agents can [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADintinter transfer calls] to other individual agents and specific route points enabled for the agent.
-*Configuration of disposition codes for reporting of business outcome (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell).
+*Configuration of [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#Setting_your_status_to_Not_Ready_with_a_Reason not-ready reason codes] (for example, Admin Work, Lunch, Meeting, Pause, RONA, and Training).
-If Skype for Business Platform is used for Inbound call (option), the agent uses Workspace Desktop Edition integrated with Skype for Business endpoint.
+If Skype for Business Platform is used for Inbound call (option), agents must Workspace Desktop Edition integrated with Skype for Business endpoint.
 |RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
@@ Line 201: / Line 208: @@
 For more information about the Genesys CX Insights reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|DocVersion=v 1.2.1
+|DocVersion=v 1.2.2
 |GeneralAssumptions=SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
@@ Line 248: / Line 255: @@
 |SMART_HybridAssumptions={{SMART HybridAssumptions
 |Hybrid_Assumption=v 1.2.0
 }}
 |SMART_Interdependencies_Requires={{SMART Interdependencies Requires

@@ Line 2: / Line 2: @@
 |ID=CE01
 |Title=Connect a Voice Interaction to the Right Resource
-|Offering=PureEngage
+|Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue

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