UseCases/Current/GenesysEngage-onpremises/CE02 - Revision history

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T12:43:07Z

UCC: Updated Agent Desktop to Agent Workspace

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

2021-02-16T11:48:54Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:18:43Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-01T11:53:03Z

UCC: Updated benefits to align with calculators

Shlandy93 at 14:12, September 11, 2020

2020-09-11T14:12:30Z

Shlandy93 at 16:10, August 17, 2020

2020-08-17T16:10:05Z

Shlandy93 at 15:55, August 17, 2020

2020-08-17T15:55:05Z

Shlandy93 at 16:47, August 10, 2020

2020-08-10T16:47:37Z

Show changes

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE02 to UseCases/Current/GenesysEngage-onpremises/CE02: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:24Z

WikiSysop moved page UseCases/Current/PureEngage/CE02 to UseCases/Current/GenesysEngage-onpremises/CE02: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 13:41, July 14, 2020

2020-07-14T13:41:12Z

Show changes

@@ Line 135: / Line 135: @@
 '''Context Service Data'''
-Customer Context is stored within Genesys Context Service as part of the Universal Customer History Server. The data is provided by the organization. A regular update process has to be set up. Instructions to map the organization's specific data with the data stored in Genesys need to be determined. The following data scheme provides flexibility to map specific organizational data with data to be used within Genesys. The data is used for routing rules or for display of the agent desktop. Context data related to a list is only used if the time and date of the call is within the List Stop and List Start data. The following table shows the available data and how these are used:
+Customer Context is stored within Genesys Context Service as part of the Universal Customer History Server. The data is provided by the organization. A regular update process has to be set up. Instructions to map the organization's specific data with the data stored in Genesys need to be determined. The following data scheme provides flexibility to map specific organizational data with data to be used within Genesys. The data is used for routing rules or for display of the agent workspace. Context data related to a list is only used if the time and date of the call is within the List Stop and List Start data. The following table shows the available data and how these are used:
 {{{!}} class="wikitable"
 {{!}}-
 {{!}}{{!}}'''Attribute'''
 {{!}}{{!}}'''Definition'''
-{{!}}{{!}}'''Agent Desktop'''
+{{!}}{{!}}'''Agent Workspace'''
 {{!}}{{!}}'''Routing Rules'''
 {{!}}-
@@ Line 191: / Line 191: @@
 {{!}}-
 {{!}}{{!}}Display Data 1
-{{!}}{{!}}Custom Attribute to be displayed at agent desktop
+{{!}}{{!}}Custom Attribute to be displayed at agent workspace
 {{!}}{{!}}X
 {{!}}{{!}}
@@ Line 197: / Line 197: @@
 {{!}}-
 {{!}}{{!}}Display Data 2
-{{!}}{{!}}Custom Attribute to be displayed at agent desktop
+{{!}}{{!}}Custom Attribute to be displayed at agent workspace
 {{!}}{{!}}X
 {{!}}{{!}}
@@ Line 492: / Line 492: @@
 '''Call Outcome / [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#dispcode Disposition Code]'''
-If a lead is presented to an agent, the outcome can be classified within Agent Desktop. The outcome includes information about whether the lead has been actioned. Lead actioned data is stored in Context Services to prevent the interaction from being directed to an agent again.
+If a lead is presented to an agent, the outcome can be classified within Agent Workspace. The outcome includes information about whether the lead has been actioned. Lead actioned data is stored in Context Services to prevent the interaction from being directed to an agent again.
 Additionally, the call outcome is used for reporting.
@@ Line 527: / Line 527: @@
 For more information about Genesys CX Insights, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|Optional=CE07
+|GeneralAssumptions=*Implementation based on SIP Server (SIP Voice Blueprint).
-|GeneralAssumptions=* Implementation based on SIP Server (SIP Voice Blueprint).
+*Routing parameters are configured through GAX operational parameter groups or Genesys Rules Engine, which are referenced in the underlying strategy / routing application.
-* Routing parameters are configured through GAX operational parameter groups or Genesys Rules Engine, which are referenced in the underlying strategy / routing application.
+*Genesys Infomart and Interactive Insights is used for historical reporting.
-* Genesys Infomart and Interactive Insights is used for historical reporting.
+*WDE is used as agent workspace.
-* WDE is used as agent desktop.
+*Pulse is used for real-time reporting.
 |CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately.
 **Alternatively, SIP Qualification and Parking with a script controlled by routing are used if full GVP application is not required. This functionality is also not included within the use case.
 *All announcements are to be provided by the customer
 *A process to upload and update customer data within Genesys Context Services needs to be set up.
-|DocVersion=version 1.1.4
+|Optional=CE07
 |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
 |description=Workspace enables agents to handle routed interactions, transfer interactions, and set interaction disposition.
-|relatedarticles=* [https://docs.genesys.com/Documentation/IW/latest/Help/Welcome Workspace Desktop Edition Help]
+|relatedarticles=*[https://docs.genesys.com/Documentation/IW/latest/Help/Welcome Workspace Desktop Edition Help]
-* [https://docs.genesys.com/Documentation/IW/latest/Help/Disposition_Code Disposition Codes]
+*[https://docs.genesys.com/Documentation/IW/latest/Help/Disposition_Code Disposition Codes]
 }}
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Routing calls to agents based on customer context reduces the need for internal transfers.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Routing calls based on customer context reduces familiarisation time and improves customer experience.
 }}{{SMART Benefits
@@ Line 527: / Line 527: @@
 For more information about Genesys CX Insights, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|DocVersion=version 1.1.4
+|Optional=CE07
 |CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately.
 **Alternatively, SIP Qualification and Parking with a script controlled by routing are used if full GVP application is not required. This functionality is also not included within the use case.
 *All announcements are to be provided by the customer
 *A process to upload and update customer data within Genesys Context Services needs to be set up.
-|Optional=CE07
+|DocVersion=version 1.1.4
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop

@@ Line 4: / Line 4: @@
 |UCBenefit=Routing calls to the same agent that the customer previously spoken to may increase the chances of completing a sale.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Using customer context enables routing to agents who can handle the customer's specific query more quickly.
 }}{{SMART Benefits

@@ Line 490: / Line 490: @@
 *Indicator if a special promotional message has been played
-'''Call Outcome / Disposition Code'''
+'''Call Outcome / [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#dispcode Disposition Code]'''
-If a lead is presented to the agent, he can classify the outcome within the agent desktop. This outcome includes the information whether the lead has been actioned. The data if a lead has been actioned is stored in Context Services to enable rules that it is not presented to an agent again.
+If a lead is presented to an agent, the outcome can be classified within Agent Desktop. The outcome includes information about whether the lead has been actioned. Lead actioned data is stored in Context Services to prevent the interaction from being directed to an agent again.
-Additionally, the call outcome is used for reporting purposes.
+Additionally, the call outcome is used for reporting.
-Up to 10 different call outcomes / disposition codes are configured.
+Many different call outcomes / disposition codes can be configured.
 '''ID&V'''
-The agent is able to handle manual Identification and (optionally) Verification if required for the specific customer request. The ID&V is handled in an application outside of Genesys. However, it is possible for the agent to update the ID&V status of the call. In this case, the call data is updated and if the customer has not been identified before, the customer-related data from context services is retrieved and displayed to the agent. See also section “Conversation”.
+Agents can handle manual Identification and (optionally) Verification if required for the specific customer request. ID&V is handled in an application outside of Genesys. However, it is possible for the agent to update the ID&V status of the call. In this case, the call data is updated and if the customer has not been identified before, the customer-related data from context services is retrieved and displayed to the agent. See also section “Conversation”.
 '''General Requirements'''
-*Agents can transfer calls to other individual agents as out-of-the-box functionality.
+*Agents can [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADintinter#transfer transfer] calls to other individual agents.
-*Transfer: See chapter “Transfer”
+*Configuration of [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#NotReadyReason not-ready] reason codes (for example: Admin Work, Lunch, Meeting, Pause, RONA).
 |RealTimeReporting='''Genesys Pulse''' is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, interactions handled, and the average handle time.
 With Pulse you can:
@@ Line 528: / Line 527: @@
 For more information about Genesys CX Insights, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|CustomerAssumptions=* The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately.
+|DocVersion=version 1.1.4
-** Alternatively, SIP Qualification and Parking with a script controlled by routing are used if full GVP application is not required. This functionality is also not included within the use case.
+|CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately.
-* All announcements are to be provided by the customer
+**Alternatively, SIP Qualification and Parking with a script controlled by routing are used if full GVP application is not required. This functionality is also not included within the use case.
-* A process to upload and update customer data within Genesys Context Services needs to be set up.
+*All announcements are to be provided by the customer
 |Optional=CE07
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
@@ Line 547: / Line 547: @@
 |Cloud_Assumption=This use case is not supported in Cloud.
 }}
-|DocVersion=version 1.1.3
+|RelatedDocs={{TSSection
 }}

@@ Line 524: / Line 524: @@
 *[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIIxnVolBusAtr Interaction Volume Customer Segment Report] &mdash; Provides detailed information about how interactions that enter the contact center are categorized into the business-result attributes that are configured in your environment, including analysis (based on the Entered with Objective metric) of the service level within the perspective of the total number of interactions that are offered to resources by day over the reporting interval.
 *[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIBusMtrExec Business Metrics Executive Report] &mdash; Highlights exceptions to service level by business result, customer segment, and service type for those interactions that have defined a baseline service objective that is greater than zero (0). The Entered with Objective metric enables you to gauge service level within the perspective of the total number of interactions that were offered to resources, by day, over the reporting interval.
 *Other reports relevant to this use case are found in the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentsReports Agents], [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIBusResReports Business Results], [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIDetail Detail], and [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIQueuesReports Queues] folders.

@@ Line 375: / Line 375: @@
 {{!}}}
 }}{{SMART DistributionImageFlow
-|DistributionFlowIntro=<span class="mw-headline" id="Expected_Wait_Time_Check" data-origid="Expected_Wait_Time_Check">(2) Expected Wait Time Check</span>
+|DistributionFlowIntro=(2) Expected Wait Time Check
 |DistributionImage=https://www.lucidchart.com/documents/edit/8a81a389-dc26-4c83-b079-e469e9403104/0
 |DistributionFlowDescription={{{!}} border="1"
@@ Line 392: / Line 392: @@
 {{!}}}
 }}{{SMART DistributionImageFlow
-|DistributionFlowIntro=<span class="mw-headline" id="Targeting" data-origid="Targeting">(3) Targeting</span>
+|DistributionFlowIntro=(3) Targeting
 |DistributionImage=https://www.lucidchart.com/documents/edit/1d07ada0-6a1c-41ff-9784-5e7fdbbad52e/0
 |DistributionFlowDescription={{{!}} border="1"

@@ Line 346: / Line 346: @@
 {{!}}}
 |DistributionImageFlow={{SMART DistributionImageFlow
-|DistributionFlowIntro=<span class="mw-headline" id="Main_Distribution_Flow" data-origid="Main_Distribution_Flow">(1) Main Distribution Flow</span>
+|DistributionFlowIntro=(1) Main Distribution Flow
 |DistributionImage=https://www.lucidchart.com/documents/edit/e5947052-7250-42e7-9121-a49817f763e3/0
 |DistributionFlowDescription={{{!}} border="1"
@@ Line 427: / Line 427: @@
 {{!}}}
 }}{{SMART DistributionImageFlow
-|DistributionFlowIntro=<span class="mw-headline" id="Conversation" data-origid="Conversation">(4) Conversation</span>
+|DistributionFlowIntro=(4) Conversation
 |DistributionImage=https://www.lucidchart.com/documents/edit/36f7333a-d340-4b4a-8737-7d9aad8e87ee/0
 |DistributionFlowDescription={{{!}} border="1"

← Older revision	Revision as of 11:29, July 15, 2020
(No difference)