UseCases/Current/GenesysEngage-onpremises/CE03 - Revision history

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

2021-02-16T11:49:30Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:19:13Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-09T15:31:43Z

UCC: Updated benefit name

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

2020-12-01T12:41:14Z

UCC: Updated benefits to align with calculators

Shlandy93 at 10:05, August 12, 2020

2020-08-12T10:05:50Z

Shlandy93 at 16:49, August 10, 2020

2020-08-10T16:49:43Z

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE03 to UseCases/Current/GenesysEngage-onpremises/CE03: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:24Z

WikiSysop moved page UseCases/Current/PureEngage/CE03 to UseCases/Current/GenesysEngage-onpremises/CE03: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 15:16, July 14, 2020

2020-07-14T15:16:47Z

Shlandy93 at 11:17, April 16, 2020

2020-04-16T11:17:50Z

Shlandy93 at 13:40, February 26, 2020

2020-02-26T13:40:49Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 14: / Line 13: @@
 |UCBenefit=Smoothing of inbound call volumes with offer of callback during busy times improves employee utilization.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Offering callback and providing wait time information during busy times rather than keeping customers on hold improves the customer experience.
 }}
 |UCSummary=No one likes to wait on hold. When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent exceeds a specified configurable threshold, they are presented with the option to receive a callback, either as soon as possible or at a scheduled future time. Different treatment can be applied and a different message presented based on the length of the wait.
 |PainPoints=*Long queue times lead to abandons and missed service levels
@@ Line 141: / Line 141: @@
 Use<span></span>'''Callback Detail Report'''<span></span>for<span>detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.</span>
 |GeneralAssumptions='''Preconditions'''
 This use case contains only the functionality described above, which can be integrated with existing voice (self-service) applications.
-|RequiresOr=CE01, CE02
-|PremiseAssumptionsAdditional=*Implementation of this use case requires the following Genesys components:<br />
-**Outbound CPD: Genesys SIP & Media Server
+Implementation of this use case requires the following Genesys components:
-**<span>Agent desktop:</span>Workspace Desktop
-**<span>Real-time reporting:</span>Pulse
+*Outbound CPD: Genesys SIP & Media Server
-**<span>Historical reporting:</span>Genesys Infomart and Interactive Insights
+*<span>Agent desktop:</span>Workspace Desktop
-**Other components:
+*<span>Real-time reporting:</span>Pulse
-***CIM Platform
+*<span>Historical reporting:</span>Genesys Infomart and Interactive Insights
-***Orchestration Server (ORS)
+*Other components:
-***Genesys Mobile Services (GMS)
+**CIM Platform
-***Resource Manager<br />
+**Orchestration Server (ORS)
-**No integration with third-party systems
+**Genesys Mobile Services (GMS)
-**Genesys Voice Platform is mandatory only for speech recognition (ASR) or text-to-speech (TTS) in the IVR.
+**Resource Manager<br />
-|CloudAssumptionsAdditional=Not applicable
+*No integration with third-party systems
 |DocVersion=v 1.1.5
 |RelatedDocs={{TSSection

@@ Line 11: / Line 11: @@
 |UCBenefit=Offering callback reduces the instance of follow-up and repeat calls by customers who have previously abandoned.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Smoothing of inbound call volumes with offer of callback during busy times improves employee utilization.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 7: / Line 8: @@
 |UCBenefit=Setting customer expectations about wait time with the offer of a callback reduces abandonment rates.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Improved First Contact Resolution
 |UCBenefit=Offering callback reduces the instance of follow-up and repeat calls by customers who have previously abandoned.
 }}{{SMART Benefits
@@ Line 16: / Line 17: @@
 |UCBenefit=Offering callback and providing wait time information during busy times rather than keeping customers on hold improves the customer experience.
 }}
 |UCSummary=No one likes to wait on hold. When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent exceeds a specified configurable threshold, they are presented with the option to receive a callback, either as soon as possible or at a scheduled future time. Different treatment can be applied and a different message presented based on the length of the wait.
 |PainPoints=*Long queue times lead to abandons and missed service levels
@@ Line 141: / Line 141: @@
 Use<span></span>'''Callback Detail Report'''<span></span>for<span>detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.</span>
 |GeneralAssumptions='''Preconditions'''
@@ Line 159: / Line 158: @@
 **Genesys Voice Platform is mandatory only for speech recognition (ASR) or text-to-speech (TTS) in the IVR.
 |CloudAssumptionsAdditional=Not applicable
 |RelatedDocs={{TSSection
 |description=Workspace Desktop Edition Callback

@@ Line 115: / Line 115: @@
 *After configurable timeouts, the routing target can be expanded based on skill level. Upper and lower limits of skill levels can be configured by target.
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=The minimum functionality for the agent’s callback interface includes:
+|AgentDeskRequirements=Full inbound [https://docs.genesys.com/Documentation/IW/latest/Help/Voice_Interaction Voice Call handling] features:
 *Display of Type of Request, User ID, User First Name, User Last Name, User phone number, Language (as provided by the voice application).
-*Disposition Codes to classify call and call outcome for reporting purposes.
+*[https://docs.genesys.com/Documentation/IW/8.5.1/Help/Disposition_Code Disposition Codes] to classify call and call outcome for reporting purposes.
 |RealTimeReporting='''Callback-related reporting'''
 Minimum functionality includes:
-* Information on entered and distributed callback requests for distribution. Callbacks entered counts those scheduled callbacks whose scheduled time has arrived and which have been entered into the queue for distribution to an agent.
+*Information on entered and distributed callback requests for distribution. Callbacks entered counts those scheduled callbacks whose scheduled time has arrived and which have been entered into the queue for distribution to an agent.
-* The information is available per type of request.
+*The information is available per type of request.
 |HistoricalReporting=Leverage standard out of the box Call Back reports in CX Insights.
@@ Line 138: / Line 141: @@
 Use<span></span>'''Callback Detail Report'''<span></span>for<span>detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.</span>
 |GeneralAssumptions='''Preconditions'''
@@ Line 155: / Line 159: @@
 **Genesys Voice Platform is mandatory only for speech recognition (ASR) or text-to-speech (TTS) in the IVR.
 |CloudAssumptionsAdditional=Not applicable
-|DocVersion=v 1.1.4
+|RelatedDocs={{TSSection
 }}

@@ Line 43: / Line 43: @@
 * Genesys Infomart & Interactive Insights
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=The business flows describe the use case from the perspective of the customers and the system.
+|BusinessFlow='''(1)''' '''Callback Offer'''
-'''(1) Callback Offer'''
+The business flows describe the use case from the perspective of the customers and the system.
 |BusinessImage=https://www.lucidchart.com/documents/edit/b4243842-acc0-4bbb-823d-b3ed88d47e8a/0
 |BusinessFlowDescription=#A customer calls a service line of the company.

@@ Line 45: / Line 45: @@
 |BusinessFlow=The business flows describe the use case from the perspective of the customers and the system.
-'''Callback Offer'''
+'''(1) Callback Offer'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/b4243842-acc0-4bbb-823d-b3ed88d47e8a/0
-|BusinessFlowDescription=# A customer calls a service line of the company.
+|BusinessFlowDescription=#A customer calls a service line of the company.
-# The customer requests to speak with an agent.
+#The customer requests to speak with an agent.
-# The system verifies the estimated wait time (EWT) for an agent qualified to handle the request. If the wait time is below the specified threshold, the caller is immediately transferred to the corresponding queue to wait for an agent with the requested skill. Please note that the logic to route calls to agents is not within the scope of this use case. This use case relies on existing inbound voice functionality described in the prerequisites CE01 or CE02.
+#The system verifies the estimated wait time (EWT) for an agent qualified to handle the request. If the wait time is below the specified threshold, the caller is immediately transferred to the corresponding queue to wait for an agent with the requested skill. Please note that the logic to route calls to agents is not within the scope of this use case. This use case relies on existing inbound voice functionality described in the prerequisites CE01 or CE02.
-# When the Estimated Wait Time threshold is exceeded, a wait time announcement can be played to the caller. This can be a generic announcement or, ideally, a broader range estimate like "between 5 and 10 minutes" or "less than 10 minutes."
+#When the Estimated Wait Time threshold is exceeded, a wait time announcement can be played to the caller. This can be a generic announcement or, ideally, a broader range estimate like "between 5 and 10 minutes" or "less than 10 minutes."
-# After the announcements, the customer hears callback options.
+#After the announcements, the customer hears callback options.
-# If the customer chooses an Immediate or Scheduled Callback, they are asked if the ANI on which they called in is the callback number. If the customer confirms, move to next step. If the customer does not confirm, they are prompted to enter the new callback number and are asked to confirm it. If the customer chooses an Immediate Callback, they are placed in the router's queue (see the Callback flow below). If the customer chooses a Scheduled Callback, they are asked when they want the callback (see the Register Scheduled Callback flow below).
+#If the customer chooses an Immediate or Scheduled Callback, they are asked if the ANI on which they called in is the callback number. If the customer confirms, move to next step. If the customer does not confirm, they are prompted to enter the new callback number and are asked to confirm it. If the customer chooses an Immediate Callback, they are placed in the router's queue (see the Callback flow below). If the customer chooses a Scheduled Callback, they are asked when they want the callback (see the Register Scheduled Callback flow below).
-# If the customer does not accept the callback offer, the call is transferred to the corresponding waiting queue.
+#If the customer does not accept the callback offer, the call is transferred to the corresponding waiting queue.
-# Optionally, you can play a recorded description of a callback.
+#Optionally, you can play a recorded description of a callback.
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Callback'''
+|BusinessFlow='''(2) Callback'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/8ff777ca-fa49-4bcc-91ff-0a2b406bef43/0
-|BusinessFlowDescription=# Consumers can request a scheduled or immediate callback:
+|BusinessFlowDescription=#Consumers can request a scheduled or immediate callback:
-#: a. For a Scheduled Callback, at the requested time of the callback, the call is queued to be distributed to an agent with the right skill.
+#:a. For a Scheduled Callback, at the requested time of the callback, the call is queued to be distributed to an agent with the right skill.
-#: b. For an Immediate Callback, when the caller's turn in queue is reached, they are put in position number one.
+#:b. For an Immediate Callback, when the caller's turn in queue is reached, they are put in position number one.
-# Based on predicted agent availability for the callback, a call is initiated to the customer phone. Call progress detection is used to detect if a human has accepted the call.
+#Based on predicted agent availability for the callback, a call is initiated to the customer phone. Call progress detection is used to detect if a human has accepted the call.
-# Up to three call attempts to reach the customer are performed. If the customer does not accept the request after the third attempt, then the callback is cancelled.
+#Up to three call attempts to reach the customer are performed. If the customer does not accept the request after the third attempt, then the callback is cancelled.
-# If the customer accepts the call, an announcement informs the customer that this is the requested callback. A sample announcement text could be: "This is your requested callback from company XYZ. Please press 1 to confirm that you requested this callback and you will be connected to an agent."
+#If the customer accepts the call, an announcement informs the customer that this is the requested callback. A sample announcement text could be: "This is your requested callback from company XYZ. Please press 1 to confirm that you requested this callback and you will be connected to an agent."
-# Customer confirms their desire to connect to the agent.
+#Customer confirms their desire to connect to the agent.
-# Customer and agent are connected.
+#Customer and agent are connected.
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Register Scheduled Callback'''
+|BusinessFlow='''(3) Register Scheduled Callback'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/d3d10bc0-d843-4c0d-bdff-641e50d5e0c3/0
-|BusinessFlowDescription=# The customer chooses a day and time for their callback from a selection of configured times.
+|BusinessFlowDescription=#The customer chooses a day and time for their callback from a selection of configured times.
-# If the time slot is available, the system confirms it. If the time slot is not available, the system offers the next available time.
+#If the time slot is available, the system confirms it. If the time slot is not available, the system offers the next available time.
-# The customer can accept the offered time slot. If the customer does not accept the next available time slot, they are asked to enter a day and time again. This loop can occur 5 times (5 is the default, and this is a configurable option).
+#The customer can accept the offered time slot. If the customer does not accept the next available time slot, they are asked to enter a day and time again. This loop can occur 5 times (5 is the default, and this is a configurable option).
-# Once the customer accepts the time slot, Genesys registers the callback request and ends the call.
+#Once the customer accepts the time slot, Genesys registers the callback request and ends the call.
 }}
 |BusinessLogic=These business rules drive the decisions made by the system.
 ====Callback Offer====
 The system verifies the estimated queue wait time for the type of request before transferring a call. The returned wait time is checked against the system configurable setting:
 * If the expected wait time is greater than or equal to this threshold, a message is played before offering callback to the customer. The message can be generic or provide a range of time (best practice) for the estimated wait.
-* Estimated Wait Time (EWT) uses one of 3 available options:
+*If the expected wait time is greater than or equal to this threshold, a message is played before offering callback to the customer. The message can be generic or provide a range of time (best practice) for the estimated wait.
-** URS analyzes callback processing speed and pending callbacks while ignoring agent availability.
+*Estimated Wait Time (EWT) uses one of 3 available options:
-** URS analyzes callback processing speed and pending callbacks while accounting for the agents who have historically handled interactions of the Virtual Queue.
+**URS analyzes callback processing speed and pending callbacks while ignoring agent availability.
-** Query EWT from Stat Server.
+**URS analyzes callback processing speed and pending callbacks while accounting for the agents who have historically handled interactions of the Virtual Queue.
 The business can configure the thresholds and messages played for various queues.
 ====Register Scheduled Callback====
 Potential time slots for scheduled callback include these options:
 * Business hours and special days for the callback service
-* Callers can request to be scheduled in time slots of 15, 30, or 60 minutes.
+*Business hours and special days for the callback service
-* Maximum number of connection requests per time slot (the number will be the same for all slots).
+*Callers can request to be scheduled in time slots of 15, 30, or 60 minutes.
 ====Callback====
 Configurable voice prompts for announcements / treatments for the callback:
 * Voice prompt in case the callback is answered by an automated answering machine
-* Announcement once the customer is connected
+*Voice prompt in case the callback is answered by an automated answering machine
-* Treatment while waiting for the agent to be connected
+*Announcement once the customer is connected
-* Announcement in case no agent could be connected to the call after a certain timeout
+*Treatment while waiting for the agent to be connected
-* It is possible to assign a priority to callback requests. This is important in case this use case is used in combination with other inbound media types (such as inbound calls or e-mail). All callback requests will have the same priority.
+*Announcement in case no agent could be connected to the call after a certain timeout
 These parameters are configurable for each type of request. The type of request is determined by the point in the IVR where transition from self-service to assisted service is required. It is defined by the Speech Application using this callback functionality.
 |DistributionLogic=====Distributing transfer calls to agents====
@@ Line 102: / Line 107: @@
 ====Distributing callback requests to agents====
 The minimum functionality for distributing a callback generated from the IVR to agents includes:
 * Routing of callback requests to agent based on agent skills. The required skills for a callback request depend on the type of request and the language. The mapping between subject and skill is configurable.
-* RONA (Redirect On No Answer).
+*Routing of callback requests to agent based on agent skills. The required skills for a callback request depend on the type of request and the language. The mapping between subject and skill is configurable.
-* In combination with other use cases, blending with other media types is supported, including configuration of capacity rules.
+*RONA (Redirect On No Answer).
-* After configurable timeouts, the routing target can be expanded based on skill level. Upper and lower limits of skill levels can be configured by target.
+*In combination with other use cases, blending with other media types is supported, including configuration of capacity rules.
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=The minimum functionality for the agent’s callback interface includes:
@@ Line 130: / Line 136: @@
 Use<span></span>'''Callback Detail Report'''<span></span>for<span>detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.</span>
 |GeneralAssumptions='''Preconditions'''
@@ Line 148: / Line 153: @@
 **Genesys Voice Platform is mandatory only for speech recognition (ASR) or text-to-speech (TTS) in the IVR.
 |CloudAssumptionsAdditional=Not applicable
 }}

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

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 19: / Line 16: @@
 |UCBenefit=Offering callback and providing wait time information during busy times rather than keeping customers on hold improves the customer experience.
 }}
 |UCOverview=This use case enables companies to improve customer experience by providing wait time information and callback functionality. Dynamic treatment can be applied to transfers, playing different messages and providing different customer experiences based on the length of the wait. Businesses can specify wait time thresholds and, using reporting, monitor and quickly adjust the outcome if required.
 |UCSummary=No one likes to wait on hold. When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent exceeds a specified configurable threshold, they are presented with the option to receive a callback, either as soon as possible or at a scheduled future time. Different treatment can be applied and a different message presented based on the length of the wait.
 |PainPoints=*Long queue times lead to abandons and missed service levels
 *High staffing costs in order to have resources available for peak periods
@@ Line 37: / Line 32: @@
 <br />
 |MaturityLevel=Consistent
 |SellableItems=Genesys Callback, GVP, GVP HA (optional), ASR and TTS, Conversation Manager, Intelligent Automation Omnichannel Self-Service, Intelligent Automation Omnichannel Self-Service - HA (Optional)
@@ Line 45: / Line 38: @@
 * BEC / DesignerWorkspace Desktop / Web EditionPulse
 * Genesys Infomart & Interactive Insights
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Genesys Voice Portal
@@ Line 106: / Line 98: @@
 * It is possible to assign a priority to callback requests. This is important in case this use case is used in combination with other inbound media types (such as inbound calls or e-mail). All callback requests will have the same priority.
 These parameters are configurable for each type of request. The type of request is determined by the point in the IVR where transition from self-service to assisted service is required. It is defined by the Speech Application using this callback functionality.
 |DistributionLogic=====Distributing transfer calls to agents====
 This functionality is handled by one of the prerequisite use cases, which transfers the call to an existing queue for inbound voice routing.
@@ Line 117: / Line 108: @@
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=The minimum functionality for the agent’s callback interface includes:
 * Display of Type of Request, User ID, User First Name, User Last Name, User phone number, Language (as provided by the voice application).
-* Disposition Codes to classify call and call outcome for reporting purposes.
+*Display of Type of Request, User ID, User First Name, User Last Name, User phone number, Language (as provided by the voice application).
 This use case requiresexisting inbound voice functionality, so all agent desktop functionality available to handle inbound voice calls as part of this use case is also available for handling callbacks.
-|RealTimeReporting=<meta charset="utf-8"><span>Callback-related reporting:</span><span></span><p class="mw_paragraph">Minimum functionality includes:
+|RealTimeReporting='''Callback-related reporting'''
-<ul><li>Information on entered and distributed callback requests for distribution. Callbacks entered counts those scheduled callbacks whose scheduled time has arrived and which have been entered into the queue for distribution to an agent. </li><li>The information is available per type of request</li></ul>
 |HistoricalReporting=Leverage standard out of the box Call Back reports in CX Insights.
 Use<span></span>'''Callback Summary Report'''<span></span>for detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly thirty metrics, including:
 * Total number of accepted, declined, attempted, connected, cancelled, abandoned, and successful callbacks.
-* Percentages of callbacks that were successful, unsuccessful, declined, or connected.
+*Total number of accepted, declined, attempted, connected, cancelled, abandoned, and successful callbacks.
-* Savings resulting from callbacks, including the total amount time and money saved and the average time and money saved per callback.
+*Percentages of callbacks that were successful, unsuccessful, declined, or connected.
-* The number of attempts made to complete callbacks, the time customers spent waiting for an agent, and time customers waited before abandoning a call.
+*Savings resulting from callbacks, including the total amount time and money saved and the average time and money saved per callback.
 Use<span></span>'''Callback Detail Report'''<span></span>for<span>detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.</span>
-|GeneralAssumptions=====Preconditions====
+|DocVersion=v 1.1.4
 This use case contains only the functionality described above, which can be integrated with existing voice (self-service) applications.
 |RequiresOr=CE01, CE02
-|Optional=
+|PremiseAssumptionsAdditional=*Implementation of this use case requires the following Genesys components:<br />
-|Exceptions=
+**Outbound CPD: Genesys SIP & Media Server
-|SMART_PremiseAssumptions=
+**<span>Agent desktop:</span>Workspace Desktop
-|PremiseAssumptionsAdditional=* Implementation of this use case requires the following Genesys components:<br />
+**<span>Real-time reporting:</span>Pulse
-** Outbound CPD: Genesys SIP & Media Server
+**<span>Historical reporting:</span>Genesys Infomart and Interactive Insights
-** <span>Agent desktop:</span>Workspace Desktop
+**Other components:
-** <span>Real-time reporting:</span>Pulse
+***CIM Platform
-** <span>Historical reporting:</span>Genesys Infomart and Interactive Insights
+***Orchestration Server (ORS)
-** Other components:
+***Genesys Mobile Services (GMS)
-*** CIM Platform
+***Resource Manager<br />
-*** Orchestration Server (ORS)
+**No integration with third-party systems
-*** Genesys Mobile Services (GMS)
+**Genesys Voice Platform is mandatory only for speech recognition (ASR) or text-to-speech (TTS) in the IVR.
 |CloudAssumptionsAdditional=Not applicable
 }}

@@ Line 18: / Line 18: @@
 |UCOverview=This use case enables companies to improve customer experience by providing wait time information and callback functionality. Dynamic treatment can be applied to transfers, playing different messages and providing different customer experiences based on the length of the wait. Businesses can specify wait time thresholds and, using reporting, monitor and quickly adjust the outcome if required.
 |UCSummary=No one likes to wait on hold. When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent exceeds a specified configurable threshold, they are presented with the option to receive a callback, either as soon as possible or at a scheduled future time. Different treatment can be applied and a different message presented based on the length of the wait.
-|PainPoints=* Long queue times lead to abandons and missed service levels
+|PainPoints=*Long queue times lead to abandons and missed service levels
-* High staffing costs in order to have resources available for peak periods
+*High staffing costs in order to have resources available for peak periods
-* Unable to obtain view of operational performance through reporting & analytics
+*Unable to obtain view of operational performance through reporting & analytics
-* Customer dissatisfaction with long waits and lack of options
+*Customer dissatisfaction with long waits and lack of options
 |DesiredState=* When caller requests agent assistance from IVR, the queue times are dynamically checked
-* When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
-* Caller can choose to accept or reject the callback option
+*When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
-* When accepted, the callback is registered in the queue
+*Caller can choose to accept or reject the callback option
-* When callback time is reached and an agent is predicted to become available, an outbound call is placed to the caller
+*When accepted, the callback is registered in the queue
-* Customer answers the call and an announcement is played before connecting the call to an agent
+*When the callback reaches the top of the queue, it is assigned to an available agent.
 |MaturityLevel=Consistent
 |SellableItems=Genesys Callback, GVP, GVP HA (optional), ASR and TTS, Conversation Manager, Intelligent Automation Omnichannel Self-Service, Intelligent Automation Omnichannel Self-Service - HA (Optional)
@@ Line 108: / Line 111: @@
 * Disposition Codes to classify call and call outcome for reporting purposes.
 This use case requiresexisting inbound voice functionality, so all agent desktop functionality available to handle inbound voice calls as part of this use case is also available for handling callbacks.
-|RealTimeReporting=<meta charset="utf-8"><span>Callback-related reporting:</span><span></span>
+|RealTimeReporting=<meta charset="utf-8"><span>Callback-related reporting:</span><span></span><p class="mw_paragraph">Minimum functionality includes:
-Minimum functionality includes:
+Use<span></span>'''Callback Detail Report'''<span></span>for<span>detailed information about callbacks that were processed by the contact center, allowing you to analyse callback performance based on nearly 30 metrics. Use this report to view a detailed picture of how Callback is used in your contact center, including information about the volume of callback calls, success rates, resulting savings, and customer wait times.</span>
 |GeneralAssumptions=====Preconditions====
 This use case contains only the functionality described above, which can be integrated with existing voice (self-service) applications.