UseCases/Current/GenesysEngage-onpremises/CE20 - Revision history

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T15:33:15Z

UCC: Updated Agent Desktop to Agent Workspace

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

2021-02-23T13:30:18Z

UCC: Updated benefits to align with calculators

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

2021-02-16T12:25:21Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 18:20, November 30, 2020

2020-11-30T18:20:08Z

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE20 to UseCases/Current/GenesysEngage-onpremises/CE20: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:39Z

WikiSysop moved page UseCases/Current/PureEngage/CE20 to UseCases/Current/GenesysEngage-onpremises/CE20: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 13:42, April 16, 2020

2020-04-16T13:42:41Z

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

2020-01-20T21:57:27Z

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

Bgrenon: 1 revision imported

2019-04-24T12:23:57Z

1 revision imported

Shlandy93: Published

2019-04-24T12:23:57Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:34Z

1 revision imported: Updating for Maturity Level

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 19: / Line 16: @@
 |UCBenefit=Reduce inbound transfers by identifying customers' intent, identity, context and journey information and routing to the right skilled agents through skills based routing
 }}
 |UCSummary=Identify customer intent and identity and use customer context data and journey information (cross-channel history) to route to agent with optimal capabilities to handle the customer's request. This use case is an enhancement of the following functional use cases, which provide details on handling of the respective channel.
@@ Line 145: / Line 145: @@
 |CustomerAssumptions=N/A
 |RequiresOr=CE16, CE18, CE29
 |RelatedDocs={{TSSection
-|sectionheading=Agent Desktop
+|sectionheading=Agent Workspace
-|description=Agent Desktop enables agents to handle interactions routed to them.
+|description=Agent Workspace enables agents to handle interactions routed to them.
-|relatedarticles=* [https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Desktop v9]
+|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Workspace v9]
 }}{{TSSection
 |sectionheading=Workspace Desktop Edition
 |description=Workspace enables agents to handle interactions routed to them.
-|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]
 }}
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 12: / Line 15: @@
 |UCBenefitID=Improved Customer Experience
 |UCBenefit=Improve NPS by addressing customers requests in a timely manner through skills based routing
 }}{{SMART Benefits
 |UCBenefitID=Reduced Interaction Transfers
 |UCBenefit=Reduce inbound transfers by identifying customers' intent, identity, context and journey information and routing to the right skilled agents through skills based routing
 }}
 |UCSummary=Identify customer intent and identity and use customer context data and journey information (cross-channel history) to route to agent with optimal capabilities to handle the customer's request. This use case is an enhancement of the following functional use cases, which provide details on handling of the respective channel.
@@ Line 144: / Line 141: @@
 <br />
 |GeneralAssumptions=* Customer can provide web services interfaces for context services integration
 * Customer can provide standard integration with CRM / BI systems.
 |CustomerAssumptions=N/A
 |DocVersion=v 1.0.4
 |RelatedDocs={{TSSection

@@ Line 10: / Line 10: @@
 |UCBenefit=Identify customers' intent, identity, context and journey information and route to the right skilled agents through skills based routing to improve first contact resolution
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Improve NPS by addressing customers requests in a timely manner through skills based routing
 }}{{SMART Benefits
@@ Line 144: / Line 144: @@
 <br />
 |DocVersion=v 1.0.4
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 22: / Line 19: @@
 |UCBenefit=Reduce inbound transfers by identifying customers' intent, identity, context and journey information and routing to the right skilled agents through skills based routing
 }}
 |UCOverview=This use case is an open framework which allows to implement multiple scenarios in conjunction with other Smart use cases (most notably the use case {{#mintydocs_link:topic=CE02}}.
@@ Line 36: / Line 32: @@
 *Personalized auto-acknowledge messages
 *Personalized routing decisions
 |PainPoints=* Increasing competitive pressure
 * High purchase abandonment
@@ Line 58: / Line 53: @@
 * Enable co-browse and provide specialist assistance
 |MaturityLevel=Defined
 |SellableItems=Genesys Social Engagement, Genesys Web Engagement, Genesys Callback (Optional), Conversation Manager
 |CloudAssumptions=This use case is not available in the cloud
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * All of the reporting defined here and in Omni-channel analytics use case requires custom development both for real-time and historical.
@@ Line 112: / Line 103: @@
 ** Personalized auto-answer in case of e-mail and SMS
 ** Personalized greeting message in case of chat
 |DistributionLogic=Please refer to the following use cases:
 * {{#mintydocs_link:topic=CE16}}
@@ Line 118: / Line 108: @@
 * {{#mintydocs_link:topic=CE29}}
 |CustomerInterfaceRequirements=No additional requirements to underlying use cases.
-|AgentDeskRequirements=Additional requirements:
+|AgentDeskRequirements=When calls are routed to an agent, the following additional requirements are available:
-* Review customer interaction history
+*Review *[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADcustinter customer interaction history].
-* Correlate anonymous data with customer identification.
+*Correlate anonymous data with customer identification.
-* When a call is distributed to an agent the following data is displayed:
+*When a call is distributed to an agent the following data is displayed:
 **Context Services Data
 **Short message which explains the context (to be set via business rules)
 |RealTimeReporting=Real-time reporting requirements
-# Open sessions by type of interaction
+#Open sessions by type of interaction
-#: a. This report shows a summary of the continuity sessions by interaction type (Sales, Tech Support, Information, etc.)
+#:a. This report shows a summary of the continuity sessions by interaction type (Sales, Tech Support, Information, etc.)
-# Reactive continuity Sessions by state by interaction type
+#Reactive continuity Sessions by state by interaction type
-#: a. This reports shows a summary of the continuity sessions were customer contact the Company back.
+#:a. This reports shows a summary of the continuity sessions were customer contact the Company back.
-# Cross channel communication follow up
+#Cross channel communication follow up
-#: a. In this report the Company will know the last rule apply and the next one
+#:a. In this report the Company will know the last rule apply and the next one
@@ Line 138: / Line 128: @@
 [[File:DigPersVBRout4.png]]
-|HistoricalReporting=Additional requirements
+|HistoricalReporting='''Genesys CX Insights''' (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that illustrate the percentage of abandon interactions, and the root cause of abandonment.
-# Channel percentage of abandon interactions (root cause)
+Some of the most relevant reports that are useful to measure the effectiveness of the engagement rules and efficiency of the use case are found in the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIChatReports Chat] folder, such as:
-Note: Reports to include dimensions like:
+Other reports relevant to this use case include:
-[[File:DigPersVBRout4.png]]
+<br />
-|GeneralAssumptions=
+|DocVersion=v 1.0.4
 |CustomerAssumptions=N/A
 |RequiresOr=CE16, CE18, CE29
-|Optional=
+|PremiseAssumptionsAdditional=*Customer can provide web services interfaces for context services integration
-|Exceptions=
+*Customer can provide standard integration with CRM / BI systems.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is not available in the cloud
 }}
-|CloudAssumptionsAdditional=
+|RelatedDocs={{TSSection
-|SMART_HybridAssumptions=
+|sectionheading=Agent Desktop
-|Requires=
+|description=Agent Desktop enables agents to handle interactions routed to them.
-|Conditions=
+|relatedarticles=* [https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Desktop v9]
-|DocVersion=v 1.0.3
+}}{{TSSection
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 10: / Line 13: @@
 |UCBenefit=Identify customers' intent, identity, context and journey information and route to the right skilled agents through skills based routing to improve first contact resolution
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Improve NPS by addressing customers requests in a timely manner through skills based routing
 }}{{SMART Benefits
@@ Line 19: / Line 22: @@
 |UCBenefit=Reduce inbound transfers by identifying customers' intent, identity, context and journey information and routing to the right skilled agents through skills based routing
 }}
 |UCOverview=This use case is an open framework which allows to implement multiple scenarios in conjunction with other Smart use cases (most notably the use case {{#mintydocs_link:topic=CE02}}.
 Please see the document {{#mintydocs_link:topic=CE05}} as one example.
 |UCSummary=Identify customer intent and identity and use customer context data and journey information (cross-channel history) to route to agent with optimal capabilities to handle the customer's request. This use case is an enhancement of the following functional use cases, which provide details on handling of the respective channel.
 * {{#mintydocs_link:topic=CE16}}
-* {{#mintydocs_link:topic=CE18}}
+*{{#mintydocs_link:topic=CE16}}
-* {{#mintydocs_link:topic=CE29}}
+*{{#mintydocs_link:topic=CE18}}
 In addition to the functionality covered already by the use cases mentioned above, this use case will add the following capabilities by using customer context data and business rules:
 * Personalized auto-acknowledge messages
-* Personalized routing decisions
+*Personalized auto-acknowledge messages
 |PainPoints=* Increasing competitive pressure
 * High purchase abandonment
@@ Line 51: / Line 58: @@
 * Enable co-browse and provide specialist assistance
 |MaturityLevel=Defined
 |SellableItems=Genesys Social Engagement, Genesys Web Engagement, Genesys Callback (Optional), Conversation Manager
 |CloudAssumptions=This use case is not available in the cloud
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * All of the reporting defined here and in Omni-channel analytics use case requires custom development both for real-time and historical.
@@ Line 101: / Line 112: @@
 ** Personalized auto-answer in case of e-mail and SMS
 ** Personalized greeting message in case of chat
 |DistributionLogic=Please refer to the following use cases:
 * {{#mintydocs_link:topic=CE16}}
@@ Line 135: / Line 147: @@
 [[File:DigPersVBRout4.png]]
 |CustomerAssumptions=N/A
 |RequiresOr=CE16, CE18, CE29
 |PremiseAssumptionsAdditional=* Customer can provide web services interfaces for context services integration
 * Customer can provide standard integration with CRM / BI systems.
@@ Line 142: / Line 159: @@
 |Cloud_Assumption=This use case is not available in the cloud
 }}
 |DocVersion=v 1.0.3
 }}

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