UseCases/Current/GenesysEngage-onpremises/CE18 - Revision history

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T13:37:17Z

UCC: Updated Agent Desktop to Agent Workspace

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-25T17:10:06Z

UCC: Moved platform assumptions under general assumptions

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

2021-01-29T14:22:52Z

UCC: Updated Occupancy benefit to Utilization

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

2020-11-30T18:17:51Z

UCC: Updated Historical Reporting

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WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE18 to UseCases/Current/GenesysEngage-onpremises/CE18: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:32Z

WikiSysop moved page UseCases/Current/PureEngage/CE18 to UseCases/Current/GenesysEngage-onpremises/CE18: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 15:29, July 14, 2020

2020-07-14T15:29:59Z

Show changes

Shlandy93 at 13:26, April 16, 2020

2020-04-16T13:26:16Z

Shlandy93 at 11:30, March 10, 2020

2020-03-10T11:30:19Z

Shlandy93 at 13:46, February 26, 2020

2020-02-26T13:46:01Z

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T20:48:12Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

@@ Line 264: / Line 264: @@
 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
-* 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
+*Pulse will be used for real-time reporting
-* Use of Genesys CX widget with limited modification to the company’s corporate identity as described in chapter “User Interface Requirements”.
+*Use of Genesys CX widget with limited modification to the company’s corporate identity as described in chapter “User Interface Requirements”.
-* No integration with third party systems
+*No integration with third party systems
 |CustomerAssumptions=*Genesys customer will handle the integration of the solution into his web site,
 *Provision and configuration standard responses in Genesys Knowledge Manager
 |RelatedDocs={{TSSection
-|sectionheading=Agent Desktop
+|sectionheading=Agent Workspace
-|description=Agent Desktop enables agents to handle chat interactions.
+|description=Agent Workspace enables agents to handle chat interactions.
-|relatedarticles=* [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADChat Chat interactions]
+|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADChat Chat 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]
 }}{{TSSection
 |sectionheading=Workspace Desktop Edition
 |description=Workspace enables agents to handle chat interactions.
-|relatedarticles=* [https://docs.genesys.com/Documentation/IW/latest/Help/Chat_Interaction Chat interactions]
+|relatedarticles=*[https://docs.genesys.com/Documentation/IW/latest/Help/Chat_Interaction Chat 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]
 }}
 }}

@@ Line 264: / Line 264: @@
 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=V 1.0.3
+|GeneralAssumptions=* Implementation of this use case will be based on the Digital Blueprint Architecture
 |CustomerAssumptions=*Genesys customer will handle the integration of the solution into his web site,
 *Provision and configuration standard responses in Genesys Knowledge Manager
-|PremiseAssumptionsAdditional=*Implementation of this use case will be based on the Digital Blueprint Architecture
+|DocVersion=V 1.0.3
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop

@@ Line 10: / Line 10: @@
 |UCBenefit=Improved First Contact Resolution by routing interactions to an expert through skills based routing
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Improved agent occupancy due to Asynchronous and long-lived Chat Sessions.
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
 |UCBenefit=Routing revenue-generating opportunities to best resources through skills based routing increases revenue
 }}{{SMART Benefits
-|UCBenefitID=Reduce Handle Time
+|UCBenefitID=Reduced Handle Time
 |UCBenefit=Routing chats to the right skilled agents through skills based routing reduces handle time
 }}{{SMART Benefits
@@ Line 10: / Line 13: @@
 |UCBenefit=Improved First Contact Resolution by routing interactions to an expert through skills based routing
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Improved NPS by addressing customers requests in a timely manner through skills based routing
 }}
 |UCOverview=The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support.  With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction.
 |UCSummary=The customer can request a chat session with an agent from the company's web site on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the customer context (requested subject).
 |PainPoints=*Increasing calls related to online service and support
 *Customer having to call multiple times resulting in  repeat contacts
@@ Line 40: / Line 45: @@
 <br />
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Interactive Insights, Genesys Chat
 |CloudAssumptionsAdditional_Sales=The full use case outlined here is available in the cloud.
 |PremiseAssumptionsAdditional_Sales=The full use case outlined here is available on premise.
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 633: / Line 642: @@
 Due to the continuous evolution, the features available in Cloud rapidly change. Please reach out to your local Cloud Team for latest information.
 |CustomerAssumptions=* Genesys customer will handle the integration of the solution into his web site,
 * Provision and configuration standard responses in Genesys Knowledge Manager
 |PremiseAssumptionsAdditional=* Implementation of this use case will be based on the Digital Blueprint Architecture
 * Genesys Infomart and Interactive Insights in place for historical reporting
@@ Line 641: / Line 656: @@
 * Use of Genesys CX widget with limited modification to the company’s corporate identity as described in chapter “User Interface Requirements”.
 * No integration with third party systems
 |CloudAssumptionsAdditional=* Genesys Interactive Insights will be used for historical reporting
 * Pulse will be used for real-time reporting.
 * Workspace Web Edition is used as agent desktop.
 * Integration with third-party systems is not included.
-|DocVersion=v 1.0.2
+|SMART_HybridAssumptions=
 }}

@@ Line 16: / Line 16: @@
 |UCSummary=The customer can request a chat session with an agent from the company's web site on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the customer context (requested subject).
 |PainPoints=*Increasing calls related to online service and support
+*Customer having to call multiple times resulting in  repeat contacts
-*Increasing repeat contacts
+*Website not offering the right information or providing online service and support
-*Website not offering online service and support
+*Customer having to queue for a long time resulting in missed service levels
 *Unable to connect to the best agent
 *Unable to provide a personalized assisted service experience
 *Too hard to get the right information for the customer
 *Poor customer experience scores

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

@@ Line 15: / Line 15: @@
 |UCOverview=The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support.  With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction.
 |UCSummary=The customer can request a chat session with an agent from the company's web site on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the customer context (requested subject).
-|PainPoints=* Increasing calls related to online service and support
+|PainPoints=*Increasing calls related to online service and support
-* Increasing repeat contacts
-* Website not offering online service and support
+*Increasing repeat contacts
-* Customer having to queue for a long time
+*Website not offering online service and support
-* Customer having to call multiple times
+*Customer having to queue for a long time
-* Online help not providing the information customers need
+*Customer having to call multiple times
-* Missed service levels
+*Online help not providing the information customers need
-* Inconsistency in responses
+*Missed service levels
-* Unable to connect to the best agent
+*Unable to connect to the best agent
-* Unable to provide a personalized assisted service experience
+*Unable to provide a personalized assisted service experience
-* Increasing competitive pressure
+*Increasing competitive pressure
-* Too hard to get the right information for the customer
+*Too hard to get the right information for the customer
-* Poor customer experience scores
+*Poor customer experience scores
-|DesiredState=* Enable chat on web site
+|DesiredState=•Enable chat on web site
-* Recognize customers
-* Understand intent and sentiment
+•Recognize customers
-* Deliver personalized response
-* Leverage standard response library when needed
+•Understand intent and sentiment
-* Meet SLA
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Interactive Insights, Genesys Chat