UseCases/Current/GenesysEngage-onpremises/CE22 - Revision history

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T15:40:38Z

UCC: Updated Agent Desktop to Agent Workspace

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

2021-11-09T20:29:16Z

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

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

2021-02-16T12:26:59Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:24:41Z

UCC: Updated Occupancy benefit to Utilization

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

2021-01-04T11:06:45Z

UCC: Updated benefits to align with calculators

Shlandy93 at 17:08, August 10, 2020

2020-08-10T17:08:00Z

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE22 to UseCases/Current/GenesysEngage-onpremises/CE22: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:18Z

WikiSysop moved page UseCases/Current/PureEngage/CE22 to UseCases/Current/GenesysEngage-onpremises/CE22: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

WikiSysop: Text replacement - "PureEngage Cloud" to "Genesys Engage cloud"

2020-07-15T11:27:51Z

Text replacement - "PureEngage Cloud" to "Genesys Engage cloud"

Shlandy93 at 18:43, July 14, 2020

2020-07-14T18:43:34Z

Show changes

Shlandy93 at 13:47, April 16, 2020

2020-04-16T13:47:24Z

@@ Line 59: / Line 59: @@
 #*a. If the caller answers the call, an announcement is played to inform the customer that this is the callback he requested. A sample announcement 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.”  The customer can confirm the callback by pressing “1”, and he will be connected to the agent.
 #*b. If the customer does not answer or confirm the callback, another attempt occurs after 10 minutes (configurable). This includes the cases that the caller is busy, the call is connected to voicemail, the caller rejects the call, or other scenarios in which no agent is requested. The number of call attempts is configurable, but best practice is no more than three call attempts. If he still does not accept the call, the request is cancelled.
-#After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via his agent desktop.
+#After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via his agent workspace.
 }}{{SMART BusinessImageFlow
 |BusinessFlow=(2) '''Business Flow—Mobile App (available in Premise-only)'''
@@ Line 79: / Line 79: @@
 #*a. For customers who opt in for push notifications, a push notification is sent to the customer indicating their callback is ready. If this is accepted, an outbound call is initiated. The customer may select to further delay the callback or cancel it entirely. This ability for the customer to accept, delay, or cancel can be configured within the app and push notification.
 #*b. For customers who do not opt for push notifications, an outbound call is initiated. For customers who do not answer or confirm the callback, another attempt occurs after 10 minutes (configurable). This includes the cases that the caller is busy, the call is connected to voice mail, the caller rejects the call, or other scenarios in which no agent is requested. The number of call attempts is configurable, but best practice is no more than three call attempts. If he still does not accept the call, the request is cancelled.
-#After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via his agent desktop.
+#After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via his agent workspace.
 }}
 |BusinessLogic=The following parameters are configurable for callback:
@@ Line 112: / Line 112: @@
 **Available time slots for Scheduled Callback
 *In case of Scheduled Callback: Requested time slot for the callback (mandatory)
-|AgentDeskRequirements=The Agent Desktop provides the following functionality to support Callbacks:
+|AgentDeskRequirements=The Agent Workspace provides the following functionality to support Callbacks:
 *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 135: / Line 135: @@
 <p>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=* Implementation of this use case is based on the Digital Blueprint Architecture.
+|GeneralAssumptions=*Implementation of this use case is based on the Digital Blueprint Architecture.
-* Call Progress Detection (CPD) is based on Genesys SIP & Media Server.
+*Call Progress Detection (CPD) is based on Genesys SIP & Media Server.
-* Workspace Desktop Edition is used as the agent desktop (otherwise, Callback Preview mode and rescheduling of callback requests is not available).
+*Workspace Desktop Edition is used as the agent workspace (otherwise, Callback Preview mode and rescheduling of callback requests is not available).
-* The company must provide a SIP trunk for connection to Genesys SIP Server. Genesys Callback requires that:
+*The company must provide a SIP trunk for connection to Genesys SIP Server. Genesys Callback requires that:
-** SIP Server performs call dialing, CPD, call queuing, music treatments, and distribution to agents.
+**SIP Server performs call dialing, CPD, call queuing, music treatments, and distribution to agents.
-** Agent Extensions are defined on SIP Server.
+**Agent Extensions are defined on SIP Server.
-* If the callback requests are to be blended with other interactions (such as inbound calls), routing of the interactions must be based on the Genesys Platform.
+*If the callback requests are to be blended with other interactions (such as inbound calls), routing of the interactions must be based on the Genesys Platform.
 |CustomerAssumptions=*The company is responsible for all aspects of the website or mobile app: for example, development of the website, mobile application logic, and the integration with Genesys. For a mobile application, Genesys provides a set of APIs and examples for the customer’s use.
 *Pulse is used for real-time reporting.
@@ Line 147: / Line 147: @@
 *No integration with third-party systems.
 *Real-time and historical report templates may require customization.
 |RelatedDocs={{TSSection
-|sectionheading=Agent Desktop
+|sectionheading=Agent Workspace
-|description=Agent Desktop provides a fully functional interface that enables agents to handle Callback interactions.
+|description=Agent Workspace provides a fully functional interface that enables agents to handle Callback interactions.
-|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]
-* [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADVoice Voice calls]
+*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADVoice Voice calls]
 }}{{TSSection
 |sectionheading=Workspace Desktop Edition
@@ Line 159: / Line 158: @@
 *[https://docs.genesys.com/Documentation/IW/latest/Help/Voice_Interaction Voice calls]
 }}
 }}

@@ Line 35: / Line 35: @@
 |MaturityLevel=Defined
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
-* Mobile Applications are not supported in Genesys Engage cloud (web and mobile sites only)
+* Mobile Applications are not supported in Genesys Multicloud CX (web and mobile sites only)
 * Callback Preview mode and rescheduling of callback requests is not available
 * Genesys Workspace Web Editions used as agent desktop

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 8: / Line 7: @@
 |UCBenefit=Decrease handle time and queue time through a callback scheduled at the caller's convenience. Customer Context Data is also collected and passed to the agent, thus shortening interaction times due to agent knowing subject matter of request in advance.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Lower customer effort and improved customer experience through a simple transition from self-service to assisted service.
 }}{{SMART Benefits
@@ Line 17: / Line 16: @@
 |UCBenefit=Level peaks with callback and better manage resource occupancy
 }}
 |UCSummary=A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient timeframe. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call.
 |PainPoints=*High online purchase abandonment
@@ Line 135: / Line 135: @@
 <p>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>
-|CustomerAssumptions=* The company is responsible for all aspects of the website or mobile app: for example, development of the website, mobile application logic, and the integration with Genesys. For a mobile application, Genesys provides a set of APIs and examples for the customer’s use.
+|GeneralAssumptions=* Implementation of this use case is based on the Digital Blueprint Architecture.
 * Call Progress Detection (CPD) is based on Genesys SIP & Media Server.
 * Workspace Desktop Edition is used as the agent desktop (otherwise, Callback Preview mode and rescheduling of callback requests is not available).
@@ Line 147: / Line 142: @@
 ** Agent Extensions are defined on SIP Server.
 * If the callback requests are to be blended with other interactions (such as inbound calls), routing of the interactions must be based on the Genesys Platform.
-|CloudAssumptionsAdditional=* Mobile Applications are not supported in Genesys Engage cloud (web and mobile sites only).
+|CustomerAssumptions=*The company is responsible for all aspects of the website or mobile app: for example, development of the website, mobile application logic, and the integration with Genesys. For a mobile application, Genesys provides a set of APIs and examples for the customer’s use.
-* Callback Preview mode and rescheduling of callback requests is not available.
+*Pulse is used for real-time reporting.
-* Genesys Workspace Web Edition is used as the agent desktop.
+*Genesys Infomart and Interactive Insights are used for historical reporting.
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop
@@ Line 161: / Line 159: @@
 *[https://docs.genesys.com/Documentation/IW/latest/Help/Voice_Interaction Voice calls]
 }}
 }}

@@ Line 14: / Line 14: @@
 |UCBenefit=Customer Context Data from website context or mobile geo location is used to route to agent with optimal capabilities to handle the customer's request.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Level peaks with callback and better manage resource occupancy
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
-|UCBenefit=Improve online sales conversions by offering the option for a callback
+|UCBenefit=Improve online sales conversions by offering the option for a callback. Improve online sales conversions by offering the option for a callback. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Handle Time
-|UCBenefit=Decrease handle time and queue time through a callback scheduled at the caller's convenience
+|UCBenefit=Decrease handle time and queue time through a callback scheduled at the caller's convenience. Customer Context Data is also collected and passed to the agent, thus shortening interaction times due to agent knowing subject matter of request in advance.
 }}{{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
-|UCBenefit=Lower customer effort and improved customer experience through a seamless transition from self-service to assisted service
+|UCBenefit=Lower customer effort and improved customer experience through a simple transition from self-service to assisted service.
 }}{{SMART Benefits
 |UCBenefitID=Improved First Contact Resolution
-|UCBenefit=Provide additional context to the best agent through skills-based routing
+|UCBenefit=Customer Context Data from website context or mobile geo location is used to route to agent with optimal capabilities to handle the customer's request.
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Level peaks with callback and better manage resource occupancy
 }}
 |UCSummary=A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient timeframe. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call.
 |PainPoints=*High online purchase abandonment
@@ Line 100: / Line 100: @@
 The integration must satisfy the following requirements:
 * Integration with GMS API is delivering the following data to Genesys with every callback request:
-** User ID (optional)
+*Integration with GMS API is delivering the following data to Genesys with every callback request:
-** Customer First Name (optional)
+**User ID (optional)
-** Customer Last Name (optional)
+**Customer First Name (optional)
-** Customer Phone Number (mandatory); for mobile app, the mobile phone number of the customer’s device
+**Customer Last Name (optional)
-** Requested callback mode: Immediate or Scheduled (mandatory)
+**Customer Phone Number (mandatory); for mobile app, the mobile phone number of the customer’s device
-** Point of Origination mapped to skill (mandatory)
+**Requested callback mode: Immediate or Scheduled (mandatory)
-* The website or mobile application accesses the following information from Genesys via the API for display to the customer based on the chosen subject:
+**Point of Origination mapped to skill (mandatory)
-** Expected wait time for Immediate Callback
+*The website or mobile application accesses the following information from Genesys via the API for display to the customer based on the chosen subject:
-** Available time slots for Scheduled Callback
+**Expected wait time for Immediate Callback
-* In case of Scheduled Callback: Requested time slot for the callback (mandatory)
+**Available time slots for Scheduled Callback
-|AgentDeskRequirements=The minimum functionality for the agent’s callback interface is:
+*In case of Scheduled Callback: Requested time slot for the callback (mandatory)
-* Configuration of not-ready reason codes (Admin Work, Lunch, Meeting, Pause, RONA, and Training)
+|AgentDeskRequirements=The Agent Desktop provides the following functionality to support Callbacks:
 * Display of Subject, Customer ID, Customer First Name, Customer Last Name, Customer Phone Number, and Language
-* Classification Codes to classify call and call outcome for reporting purposes
+*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).
 |RealTimeReporting=Minimum functionality:
 * Information on Total Callbacks, Answered by customer or Abandoned, In queue, and Distributed to agent
-* The information is available per Service.
+*Information on Total Callbacks, Answered by customer or Abandoned, In queue, and Distributed to agent
 |HistoricalReporting=Leverage standard out of the box Call Back reports in CX Insights.
@@ Line 124: / Line 127: @@
 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.
@@ Line 146: / Line 150: @@
 * Callback Preview mode and rescheduling of callback requests is not available.
 * Genesys Workspace Web Edition is used as the agent desktop.
 |DocVersion=v 1.1.1
 }}

@@ Line 43: / Line 43: @@
 * Company to provide a SIP trunk for connection to Genesys SIP Server
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=The following flows describe the use case from the perspective of the main actors, such as a user or customer and a contact center agent, the first a request from a website, the second a request from a mobile application.
+|BusinessFlow=(1) The following flows describe the use case from the perspective of the main actors, such as a user or customer and a contact center agent, the first a request from a website, the second a request from a mobile application.
 |BusinessImage=https://www.lucidchart.com/documents/edit/c056b34c-663a-410d-8237-6a7e93e8abfc/0
 |BusinessFlowDescription='''Website Flow'''
@@ Line 61: / Line 61: @@
 #After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via his agent desktop.
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Business Flow—Mobile App (available in Premise-only)'''
+|BusinessFlow=(2) '''Business Flow—Mobile App (available in Premise-only)'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/b83810c2-791f-4c06-b540-f1164e86ec38/0
 |BusinessFlowDescription='''Mobile Flow'''

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

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 7: / Line 10: @@
 |UCBenefit=Decrease handle time and queue time through a callback scheduled at the caller's convenience
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Lower customer effort and improved customer experience through a seamless transition from self-service to assisted service
 }}{{SMART Benefits
@@ Line 16: / Line 19: @@
 |UCBenefit=Level peaks with callback and better manage resource occupancy
 }}
 |UCOverview=At times, customers browsing your website or mobile app realize they need assistance. You can create a seamless transition by offering a callback option, either immediate or scheduled, that gets the customer to the right agent based on their stated issue. The contact center agent is provided with the context of the request for a seamless customer experience.
 |UCSummary=A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient timeframe. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call.
 |PainPoints=*High online purchase abandonment
 *Website is not enabled to offer assistance for online sales and e-commerce
@@ Line 33: / Line 38: @@
 *Reduce transfers by using the entire context including the customer selected reason for callback to determine the most appropriate skill given the availability of the resource
 *Provide a single stack with fewer components that need to be installed and maintained, resulting in lower total cost of ownership
 |MaturityLevel=Defined
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Mobile Applications are not supported in PureEngage Cloud (web and mobile sites only)
 * Callback Preview mode and rescheduling of callback requests is not available
 * Genesys Workspace Web Editions used as agent desktop
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Call Progress Detection (CPD) will be based on Genesys SIP & Media Server
@@ Line 89: / Line 99: @@
 **While the Callback UI allows reference to audio files, unrelated to language, for purposes of this use case, one language is configured as the default language to be used if this information is not available.
 *Assigning a priority to callback requests. This is important when this use case is used in combination with other inbound media types (such as inbound calls or email). All callback requests have the same priority.
 |DistributionLogic=The minimum functionality for distributing a callback generated from the web page to agents includes:
 *Routing of callback requests to agent based on agents' skills. The required skill expression for a callback request is based on service definition, and can be configured at service level.
@@ Line 128: / Line 139: @@
 <p>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>
 |CustomerAssumptions=* The company is responsible for all aspects of the website or mobile app: for example, development of the website, mobile application logic, and the integration with Genesys. For a mobile application, Genesys provides a set of APIs and examples for the customer’s use.
 * Pulse is used for real-time reporting.
@@ Line 133: / Line 145: @@
 * No integration with third-party systems.
 * Real-time and historical report templates may require customization.
 |PremiseAssumptionsAdditional=* Implementation of this use case is based on the Digital Blueprint Architecture.
 * Call Progress Detection (CPD) is based on Genesys SIP & Media Server.
@@ Line 140: / Line 157: @@
 ** Agent Extensions are defined on SIP Server.
 * If the callback requests are to be blended with other interactions (such as inbound calls), routing of the interactions must be based on the Genesys Platform.
 |CloudAssumptionsAdditional=* Mobile Applications are not supported in PureEngage Cloud (web and mobile sites only).
 * Callback Preview mode and rescheduling of callback requests is not available.
 * Genesys Workspace Web Edition is used as the agent desktop.
 |DocVersion=v 1.1.1
 }}