UseCases/Current/GenesysEngage-onpremises/CE16 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T12:53:51Z

UCC: Removed references to Multicloud CX

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T13:29:15Z

UCC: Updated Agent Desktop to Agent Workspace

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

2021-11-09T21:11:27Z

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

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

2021-11-09T20:28:20Z

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

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

2021-02-16T12:24:08Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:22:16Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com: UCC: Updated Historical Reporting

2020-11-30T18:06:37Z

UCC: Updated Historical Reporting

Show changes

Shlandy93 at 09:10, September 17, 2020

2020-09-17T09:10:30Z

Shlandy93 at 10:14, August 12, 2020

2020-08-12T10:14:56Z

Shlandy93 at 17:17, August 10, 2020

2020-08-10T17:17:31Z

Show changes

@@ Line 96: / Line 96: @@
 •	Sends the message to an agent allowing them to manually select a standard response. Optionally, responses can contain links to Knowledge Center for related content (requires Knowledge Center).
-.	If the confidence level falls below the auto-response threshold, the system sends the email interaction for distribution to an agent. See [https://repository.docs.genesys.com/UseCases/Draft/Genesys Multicloud CX/CE16 Email Routing (CE16).]
+.	If the confidence level falls below the auto-response threshold, the system sends the email interaction for distribution to an agent.
 .	If the confidence level exceeds the threshold, the system sends the automated response to the consumer, ideally using the original To: address as the From: address, enabling the consumer to respond easily.
@@ Line 279: / Line 279: @@
 For more information about Genesys CX Insights and other reports/dashboards, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
 |GeneralAssumptions=*Implementation of this use case will be based on the Digital Blueprint Architecture.
 *Genesys Infomart and Interactive Insights in place for historical reporting.
@@ Line 291: / Line 292: @@
 *The use case can route omnichannel interactions (leverage inbound omnichannel use cases).
 *Capabilities Assumption: Classification allows you to classify the message against predefined category tree using classification model.
 |CustomerAssumptions=*Composer is used for all business processes.
 *Rules around handling of confidence levels are managed in the business process (Composer) rather than using Rules Engine as part of the solution.
@@ Line 325: / Line 325: @@
 *[https://docs.genesys.com/Documentation/IW/latest/Help/Workbins Workbins]
 }}
 }}

@@ Line 229: / Line 229: @@
 *Transfers are possible to another category, i.e. to agents satisfying the skills of another category. In case of transfer, the priority is increased to a configurable parameter.
-|AgentDeskRequirements=The following lists the minimum requirements for the agent desktop:
+|CustomerInterfaceRequirements=N/A
 *Access to Universal [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADcustinter Contact History]
@@ Line 278: / Line 279: @@
 For more information about Genesys CX Insights and other reports/dashboards, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|GeneralAssumptions=* Implementation of this use case will be based on the Digital Blueprint Architecture.
+|GeneralAssumptions=*Implementation of this use case will be based on the Digital Blueprint Architecture.
-* Genesys Infomart and Interactive Insights in place for historical reporting.
+*Genesys Infomart and Interactive Insights in place for historical reporting.
-* Genesys will capture emails from the corporate email server. The customer is responsible to configure the e-mail server appropriately so Genesys can retrieve the requested emails.
+*Genesys will capture emails from the corporate email server. The customer is responsible to configure the e-mail server appropriately so Genesys can retrieve the requested emails.
-* WDE or WWE will be used as agent desktop.
+*WDE or WWE will be used as agent workspace.
-* Pulse will be used for real-time reporting. Integration with one corporate e-mail server.
+*Pulse will be used for real-time reporting. Integration with one corporate e-mail server.
-* Blacklist: It is assumed that the Blacklist functionality is used for short-term manual handling of emergency cases. It is not intended for long-term or broader spam filtering functionality.
+*Blacklist: It is assumed that the Blacklist functionality is used for short-term manual handling of emergency cases. It is not intended for long-term or broader spam filtering functionality.
-* Spam is handled at the level of the corporate email server. No functionality related to Spam is included within the Genesys implementation.
+*Spam is handled at the level of the corporate email server. No functionality related to Spam is included within the Genesys implementation.
-* If Content Analyzer is used for email categorization: The training model uses a Lexical Analyzer to convert text input from the e-mail to an array of words or stems. Language specific Lexical Analyzers are available in the following languages: English, Portuguese, Turkish, Italian, Spanish, German and Japanese (requires the Japanese edition of Content Analyzer). For other languages, a default Lexical Analyzer can be used, but this will require more training for reliable categorization. The creation of a custom lexical model is not part of the delivery scope. Text input needs to be available in UTF-8. Customer to provide pre-categorized sample e-mails to train the Content Analyzer language model.
+*If Content Analyzer is used for email categorization: The training model uses a Lexical Analyzer to convert text input from the e-mail to an array of words or stems. Language specific Lexical Analyzers are available in the following languages: English, Portuguese, Turkish, Italian, Spanish, German and Japanese (requires the Japanese edition of Content Analyzer). For other languages, a default Lexical Analyzer can be used, but this will require more training for reliable categorization. The creation of a custom lexical model is not part of the delivery scope. Text input needs to be available in UTF-8. Customer to provide pre-categorized sample e-mails to train the Content Analyzer language model.
-* Assumes that supervisors can monitor and approve agent responses (again leverages requirements from inbound omnichannel interaction use cases).
+*Assumes that supervisors can monitor and approve agent responses (again leverages requirements from inbound omnichannel interaction use cases).
-* Assumes that the environment includes other services required to process email, such as Interaction Server, email server, GMS, or Widgets.
+*Assumes that the environment includes other services required to process email, such as Interaction Server, email server, GMS, or Widgets.
-* The use case can route omnichannel interactions (leverage inbound omnichannel use cases).
+*The use case can route omnichannel interactions (leverage inbound omnichannel use cases).
-* Capabilities Assumption: Classification allows you to classify the message against predefined category tree using classification model.
+*Capabilities Assumption: Classification allows you to classify the message against predefined category tree using classification model.
-* Please reference Genesys Email Routing (CE16) for Genesys Multicloud CX for a list of assumptions.
+*Please reference Genesys Email Routing (CE16) for Genesys Multicloud CX for a list of assumptions.
 |CustomerAssumptions=*Composer is used for all business processes.
 *Rules around handling of confidence levels are managed in the business process (Composer) rather than using Rules Engine as part of the solution.
@@ Line 309: / Line 310: @@
 |Optional=BO02
 |PremiseAssumptionsAdditional=
 |RelatedDocs={{TSSection
-|sectionheading=Agent Desktop
+|sectionheading=Agent Workspace
-|description=Agent Desktop provides agents with the tools they need to manage email and other interactions.
+|description=Agent Workspace provides agents with the tools they need to manage email and other interactions.
-|relatedarticles=* [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADemail Email interactions]
+|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADemail Email interactions]
-* [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADResponses Standard Responses]
+*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADResponses Standard Responses]
-* [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADcustinter Customer and interaction history]
+*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADcustinter Customer and interaction history]
-* [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADMyWorkbins Workbins]
+*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADMyWorkbins Workbins]
 }}{{TSSection
 |sectionheading=Workspace Desktop Edition
 |description=Workspace provides agents with the tools they need to manage email and other interactions.
-|relatedarticles=* [https://docs.genesys.com/Documentation/IW/latest/Help/E-Mail_Interaction Email interactions]
+|relatedarticles=*[https://docs.genesys.com/Documentation/IW/latest/Help/E-Mail_Interaction Email interactions]
-* [https://docs.genesys.com/Documentation/IW/latest/Help/Responses Standard Responses]
+*[https://docs.genesys.com/Documentation/IW/latest/Help/Responses Standard Responses]
-* [https://docs.genesys.com/Documentation/IW/latest/Help/History Customer and interaction history]
+*[https://docs.genesys.com/Documentation/IW/latest/Help/History Customer and interaction history]
-* [https://docs.genesys.com/Documentation/IW/latest/Help/Workbins Workbins]
+*[https://docs.genesys.com/Documentation/IW/latest/Help/Workbins Workbins]
 }}
 }}

@@ Line 96: / Line 96: @@
 •	Sends the message to an agent allowing them to manually select a standard response. Optionally, responses can contain links to Knowledge Center for related content (requires Knowledge Center).
-.	If the confidence level falls below the auto-response threshold, the system sends the email interaction for distribution to an agent. See [https://repository.docs.genesys.com/UseCases/Draft/Genesys Engage/CE16 Email Routing (CE16).]
+.	If the confidence level falls below the auto-response threshold, the system sends the email interaction for distribution to an agent. See [https://repository.docs.genesys.com/UseCases/Draft/Genesys Multicloud CX/CE16 Email Routing (CE16).]
 .	If the confidence level exceeds the threshold, the system sends the automated response to the consumer, ideally using the original To: address as the From: address, enabling the consumer to respond easily.

@@ Line 38: / Line 38: @@
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights
-|CloudAssumptionsAdditional_Sales=Cloud: Yes refer to Use Case CE16 Genesys Engage cloud
+|CloudAssumptionsAdditional_Sales=Cloud: Yes refer to Use Case CE16 Genesys Multicloud CX
-The following capabilities are NOT supported in Genesys Engage cloud:
+The following capabilities are NOT supported in Genesys Multicloud CX:
 * Content Analysis
 * WebForms
@@ Line 290: / Line 290: @@
 * The use case can route omnichannel interactions (leverage inbound omnichannel use cases).
 * Capabilities Assumption: Classification allows you to classify the message against predefined category tree using classification model.
-* Please reference Genesys Email Routing (CE16) for Genesys Engage cloud for a list of assumptions.
+* Please reference Genesys Email Routing (CE16) for Genesys Multicloud CX for a list of assumptions.
 |CustomerAssumptions=*Composer is used for all business processes.
 *Rules around handling of confidence levels are managed in the business process (Composer) rather than using Rules Engine as part of the solution.

@@ Line 7: / Line 7: @@
 |UCBenefit=Direct interactions to an expert through skills based routing improves First Contact Resolution
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Addressing customers requests in a timely manner through skills based routing improves Net Promoter Score
 }}{{SMART Benefits
@@ Line 229: / Line 229: @@
 *Transfers are possible to another category, i.e. to agents satisfying the skills of another category. In case of transfer, the priority is increased to a configurable parameter.
 |AgentDeskRequirements=The following lists the minimum requirements for the agent desktop:
@@ Line 243: / Line 242: @@
 For Auto Response, Agents can review, edit, and author responses. Genesys agent workspace can handle omnichannel interactions, as well as review and apply suggested responses.
-|RealTimeReporting='''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, chat interaction handled and the average handle time.
+|RealTimeReporting='''[https://docs.genesys.com/Documentation/EZP/9.0.0/User/Welcome Genesys Pulse]''' is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. [https://docs.genesys.com/Documentation/EZP/latest/User/RTRQuickStart 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, chat interaction handled and the average handle time.
 With Pulse you can:
@@ Line 249: / Line 249: @@
 *Create widgets from predefined and user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
 *Filter KPIs by Business Attributes such as the Category.
-*Predefined templates
+*Use predefined templates such as:
 **Monitor operational Email activity through the Email Queue Activity and the eServices Queue KPIs templates.
 **Monitor Agent resource activity through the Email Agent Activity and the eServices Agent KPIs templates.
@@ Line 278: / Line 278: @@
 For more information about Genesys CX Insights and other reports/dashboards, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|DocVersion=ver 1.0.4
+|GeneralAssumptions=* Implementation of this use case will be based on the Digital Blueprint Architecture.
 |CustomerAssumptions=*Composer is used for all business processes.
 *Rules around handling of confidence levels are managed in the business process (Composer) rather than using Rules Engine as part of the solution.
@@ Line 296: / Line 308: @@
 *Periodically update these models with more recent messages to keep them current
 |Optional=BO02
-|SMART_PremiseAssumptions={{SMART PremiseAssumptions
+|PremiseAssumptionsAdditional=
-|Premise_Assumption=Implementation of this use case will be based on the Digital Blueprint Architecture.
+|CustomerInterfaceRequirements=N/A
-}}{{SMART PremiseAssumptions
+|DocVersion=ver 1.0.4
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop

@@ Line 10: / Line 10: @@
 |UCBenefit=Addressing customers requests in a timely manner through skills based routing improves Net Promoter Score
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee occupancy.
 }}

@@ Line 169: / Line 169: @@
 The system administrator can configure for each agent whether to enable/disable the QA function.
 ====Standard responses====
-The workspace displays suggested responses to the agent based on the category. Genesys will prepare the possibility to associate a specific category with suggested responses using examples. The standard responses will need to be provided by the customer.
+The Genesys Workspace displays [https://docs.genesys.com/Documentation/GC/latest/Agent/Responses standard responses available to the agent], grouped by category. Standard Responses accepts parameters, such as Customer Name, which will be filled in automatically when inserting the standard response into outgoing emails. The customer must [https://docs.genesys.com/Documentation/ESDA/9.0.0/ESMgr/categSR provide the standard responses].
 ===='''Available parameters for configuration by customer'''====
 The following lists the parameters used for the distribution logic. These parameters are configurable by category:

@@ Line 49: / Line 49: @@
 * Classification allows you to classify the message against predefined category tree using classification model.
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=This flow describes the use case from the perspective of the user and contact center agent.
+|BusinessFlow=(1) This flow describes the use case from the perspective of the user and contact center agent.
-(1) The diagram shows the business flow of the use case:
+The diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/b7e242ed-c8ca-4e0e-aa6e-86c2f9855980/0
 |BusinessFlowDescription=#A customer sends an email to one of the public addresses (such as orders@abc.org) monitored by the Genesys Email solution. Alternatively he can submit an email using a web form based on Genesys widgets.