UseCases/Current/GenesysEngage-onpremises/CE19 - Revision history

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T15:29:48Z

UCC: Updated Agent Desktop to Agent Workspace

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

2021-11-09T21:17:02Z

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"

2021-11-09T21:06:59Z

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"

2021-11-09T20:31:45Z

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

Shane.landy@genesys.com: UCC: Updated Product Doc links and removed screenshots

2021-04-20T10:39:23Z

UCC: Updated Product Doc links and removed screenshots

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

2021-02-16T12:24:45Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:23:46Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 11:40, December 18, 2020

2020-12-18T11:40:30Z

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

2020-12-18T11:38:06Z

UCC: Updated benefits to align with calculators

Shlandy93 at 10:54, August 12, 2020

2020-08-12T10:54:25Z

@@ Line 110: / Line 110: @@
 Customer profile details are received with the message through the Twitter API. The profile details are attached to the interaction. The twitter message will be stored in the Genesys Contact History.
-The original incoming twitter interaction is delivered to the agent desktop. The desktop identifies that this message was directed to the business and if the author is a follower of the business' twitter account
+The original incoming twitter interaction is delivered to the agent workspace. The desktop identifies that this message was directed to the business and if the author is a follower of the business' twitter account
 The agent reads the incoming twitter message and sends a public response. Alternatively, he/she may mark the tweet as “favorite” (Like), and/or mark this interaction as “Done”, assign a disposition code and not take any further action.
@@ Line 205: / Line 205: @@
 Please see the latest product documentation for supported languages.
-'''Please note: this channel type is a hybrid between chat and social. It is a chat session but can also receive offline messages and these can be delivered via Facebook (i.e. messages sent by the customer after the chat interaction with the agent has been finished). These will be handled as a new interaction. Sending offline messages from the agent desktop is currently: if the agent needs to send info via FB Messenger, the end user must initiate the conversation and re-open the chat session.'''
+'''Please note: this channel type is a hybrid between chat and social. It is a chat session but can also receive offline messages and these can be delivered via Facebook (i.e. messages sent by the customer after the chat interaction with the agent has been finished). These will be handled as a new interaction. Sending offline messages from the agent workshop is currently: if the agent needs to send info via FB Messenger, the end user must initiate the conversation and re-open the chat session.'''
 |DistributionLogic=The following lists the minimum requirements for distributing a social message to agents:
@@ Line 213: / Line 213: @@
 |AgentDeskRequirements=The following lists the minimum requirements for the Social Engagement interfaces:
-*The agent desktop will be enabled to handle Social Media Interactions ([https://all.docs.genesys.com/PEC-AD/Current/Agent/ADFacebook Facebook] & [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTwitter Twitter]) supporting Genesys standard functionality.
+*The agent workspace will be enabled to handle Social Media Interactions ([https://all.docs.genesys.com/PEC-AD/Current/Agent/ADFacebook Facebook] & [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTwitter Twitter]) supporting Genesys standard functionality.
 *Access to Universal [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADcustinter Contact History].
 *Configuration of [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#NotReadyReason not-ready] reason codes (Admin Work, Lunch, Meeting, Pause, RONA and Training).
@@ Line 241: / Line 241: @@
 |GeneralAssumptions=*Implementation of this use case is based on the Digital Blueprint Architecture.
 *Genesys Infomart and Interactive Insights is used for historical reporting.
-*WDE is used as agent desktop (with social plug-in)
+*WDE is used as agent workspace (with social plug-in)
 *Genesys Pulse is used for real-time reporting.
 *Please note that public posts, comments and tweets can be edited or deleted by a user while an agent works on a resolution, which is not addressed or reflected in this use case
 |CustomerAssumptions=*GSE in configured to handle interactions from the company’s Facebook page and Twitter handle.
 |RelatedDocs={{TSSection
-|sectionheading=Agent Desktop
+|sectionheading=Agent Workspace
-|description=Agent Desktop integrates social media channels into the Chat interaction interface to make handling Facebook messages, Tweets, and other social media as simple as chatting.
+|description=Agent Workspace integrates social media channels into the Chat interaction interface to make handling Facebook messages, Tweets, and other social media as simple as chatting.
-|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/ADFacebook Social engagement with Facebook]
+*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADFacebook Social engagement with Facebook]
-* [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTwitter Social engagement with Twitter]
+*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTwitter Social engagement with Twitter]
-* [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADcustinter Contact interaction management]
+*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADcustinter Contact interaction management]
 }}{{TSSection
 |sectionheading=Workspace Desktop Edition
 |description=Workspace integrates social media channels into the Chat interaction interface to make handling Facebook messages, Tweets, and other social media as simple as chatting.
-|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/FBixnWindow Social engagement with Facebook]
+*[https://docs.genesys.com/Documentation/IW/latest/Help/FBixnWindow Social engagement with Facebook]
-* [https://docs.genesys.com/Documentation/IW/latest/Help/TwIxnWindow Social engagement with Twitter]
+*[https://docs.genesys.com/Documentation/IW/latest/Help/TwIxnWindow Social engagement with Twitter]
-* [https://docs.genesys.com/Documentation/IW/latest/Help/History Contact interaction management]
+*[https://docs.genesys.com/Documentation/IW/latest/Help/History Contact interaction management]
 }}
 |CustAssumptions=* GSE in configured to handle interactions from the company’s Facebook page and Twitter handle.
 |PremAssumptions=* Implementation of this use case is based on the Digital Blueprint Architecture.

@@ Line 90: / Line 90: @@
 The first part describes the engagement rules of the social customer care. The second part describes any additional rules verified before the final decision.
-For information about setting up and using social media channels in Gxxx Exxx on-premises, refer to the following articles:
+For information about setting up and using social media channels in Genesys Engage on-premises, refer to the following articles:
 *[https://all.docs.genesys.com/PEC-DC/Current/Administrator/GSEFacebookTwitter Set up Twitter and Facebook channels]

@@ Line 90: / Line 90: @@
 The first part describes the engagement rules of the social customer care. The second part describes any additional rules verified before the final decision.
-For information about setting up and using social media channels in Genesys Engage on-premises, refer to the following articles:
+For information about setting up and using social media channels in Gxxx Exxx on-premises, refer to the following articles:
 *[https://all.docs.genesys.com/PEC-DC/Current/Administrator/GSEFacebookTwitter Set up Twitter and Facebook channels]

@@ Line 35: / Line 35: @@
 |MaturityLevel=Defined
 |SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, Genesys Social Engagement, Conversation Manager, Genesys Content Analyzer
-|CloudAssumptions=This use case is currently not available in Genesys Engage cloud
+|CloudAssumptions=This use case is currently not available in Genesys Multicloud CX
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Social Engagement is not available in the Cloud

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Administration Costs
@@ Line 12: / Line 10: @@
 |UCBenefit=Deliver interactions to the best available resource with escalation to other channels when needed.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Provide consistent CX across social networks by providing agents customer info and social context.
 }}{{SMART Benefits
@@ Line 18: / Line 16: @@
 |UCBenefit=Increase revenue and reduce customer churn with improved resolution of business outcome.
 }}
 |UCSummary=Consistently provide customer service across Twitter and Facebook by delivering interactions to the best available resource with social media public and private messaging. Agents are able to advice customers based on customer information and social media context. Standard responses enable your agents to provide consistent response to customers engaging via Facebook or Twitter.
 |PainPoints=*Increasing calls related to service and support
@@ Line 272: / Line 272: @@
 For more information, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|CustomerAssumptions=* GSE in configured to handle interactions from the company’s Facebook page and Twitter handle.
+|GeneralAssumptions=* Implementation of this use case is based on the Digital Blueprint Architecture.
 * Genesys Infomart and Interactive Insights is used for historical reporting.
 * WDE is used as agent desktop (with social plug-in)
 * Genesys Pulse is used for real-time reporting.
 * Please note that public posts, comments and tweets can be edited or deleted by a user while an agent works on a resolution, which is not addressed or reflected in this use case
-|SMART_CloudAssumptions={{SMART CloudAssumptions
+|CustomerAssumptions=*GSE in configured to handle interactions from the company’s Facebook page and Twitter handle.
-|Cloud_Assumption=This use case is currently available in Genesys Engage cloud
+|DocVersion=v 1.0.2
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop
@@ Line 296: / Line 294: @@
 * [https://docs.genesys.com/Documentation/IW/latest/Help/History Contact interaction management]
 }}
 |CustAssumptions=* GSE in configured to handle interactions from the company’s Facebook page and Twitter handle.
 |PremAssumptions=* Implementation of this use case is based on the Digital Blueprint Architecture.

@@ Line 9: / Line 9: @@
 |UCBenefit=Improved First Contact Resolution by routing interactions to an expert through skill-based routing.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Deliver interactions to the best available resource with escalation to other channels when needed.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Administration Costs
 |UCBenefit=Eliminated manual monitoring/reporting by automating efforts through Genesys Social Engagement
 }}{{SMART Benefits
-|UCBenefitID=Reduced Customer Churn
+|UCBenefitID=Improved First Contact Resolution
-|UCBenefit=Reduced customer churn by monitoring social sites and addressing issues through routing issues to best available resource
+|UCBenefit=Improve First Contact Resolution by monitoring social sites and addressing issues through routing issues to best available resource
 }}
 |UCSummary=Consistently provide customer service across Twitter and Facebook by delivering interactions to the best available resource with social media public and private messaging. Agents are able to advice customers based on customer information and social media context. Standard responses enable your agents to provide consistent response to customers engaging via Facebook or Twitter.
 |PainPoints=*Increasing calls related to service and support
@@ Line 237: / Line 246: @@
 |AgentDeskRequirements=The following lists the minimum requirements for the Social Engagement interfaces:
-*The agent desktop will be enabled to handle Social Media Interactions (Facebook & Twitter) supporting Genesys standard functionality.
+*The agent desktop will be enabled to handle Social Media Interactions ([https://all.docs.genesys.com/PEC-AD/Current/Agent/ADFacebook Facebook] & [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTwitter Twitter]) supporting Genesys standard functionality.
-*Access to Universal Contact History.
+*Access to Universal [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADcustinter Contact History].
-*Configuration of not-ready reason codes (e.g. Admin Work, Pause, Lunch, Meeting, Pause, RONA and Training).
+*Configuration of [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#NotReadyReason not-ready] reason codes (Admin Work, Lunch, Meeting, Pause, RONA and Training).
-*Configuration of disposition codes (e.g. 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#dispcode disposition codes] (Cross Sell, Need Follow Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell).
-*Access to standard response library (requires knowledge manager for configuration of standard responses).
+*Access to [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADResponses standard response] library.
 |RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
@@ Line 250: / Line 259: @@
 The following Genesys Pulse standard reports are particularly relevant for this use case:
-* Facebook Media Activity
+*Facebook Media Activity
-* Twitter Media Activity
+*Twitter Media Activity
 See [https://docs.genesys.com/Documentation/EZP/latest/User/RTRTemplatesA Standard Report Templates] for more information.
@@ Line 271: / Line 280: @@
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is currently available in Genesys Engage cloud
 }}
 |DocVersion=v 1.0.2

@@ Line 62: / Line 62: @@
 }}{{SMART BusinessImageFlow
 |BusinessFlow='''(3)'''
-|BusinessImage=Link=https://www.lucidchart.com/documents/edit/705e8f8f-822c-45d2-8de9-305ae533edc0/0
+|BusinessImage=https://www.lucidchart.com/documents/edit/705e8f8f-822c-45d2-8de9-305ae533edc0/0
 |BusinessFlowDescription=====Business Flow Description – Reply with Facebook Messenger====