UseCases/Current/GenesysEngage-onpremises/CE27 - Revision history

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

2021-11-09T20:29:57Z

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

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

2021-02-16T12:27:36Z

UCC: Updated benefits to align with calculators

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

2020-12-01T15:00:03Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE27 to UseCases/Current/GenesysEngage-onpremises/CE27: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:30Z

WikiSysop moved page UseCases/Current/PureEngage/CE27 to UseCases/Current/GenesysEngage-onpremises/CE27: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

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

2020-07-15T11:27:52Z

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

Shlandy93 at 14:02, April 16, 2020

2020-04-16T14:02:40Z

Shlandy93 at 13:48, April 16, 2020

2020-04-16T13:48:58Z

Shlandy93 at 12:07, March 31, 2020

2020-03-31T12:07:44Z

Shlandy93 at 17:11, March 10, 2020

2020-03-10T17:11:09Z

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

2020-01-20T20:48:50Z

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

@@ Line 29: / Line 29: @@
 |MaturityLevel=Defined
 |SellableItems=See sellable items for CE01 CE02 CE18 CE21 CE22 CE24 or CE25
-|CloudAssumptions=This use case is currently not available in Genesys Engage cloud
+|CloudAssumptions=This use case is currently not available in Genesys Multicloud CX
 |PremiseAssumptionsAdditional_Sales=*This use case is available for Premise
 |BusinessImageFlow={{SMART BusinessImageFlow

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Mitigate customer frustration by providing a better method to serve and assist customers thereby reducing customer effort
 }}{{SMART Benefits
@@ Line 124: / Line 124: @@
 <br />
-|DocVersion=v 1.1.4
+|RequiresOr=CE01, CE01-S4B, CE02, CE18, CE21, CE22
 |CustomerAssumptions=*The Genesys customer is responsible for integration of the solution into the company website.
 *The Genesys customer is responsible for tagging information and fields on their website that need to be hidden from the agent during a co-browse session, or agent controls that need to be blocked (such as a Submit form).
 [[file:DigVoCWebExp2.png]]
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=N/A
 }}
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 13: / Line 10: @@
 |UCBenefit=Optimize the customer service experience by initiating a co-browse session with the customer to resolve their request the first time
 }}{{SMART Benefits
-|UCBenefitID=Improved Agent Competency
+|UCBenefitID=Reduced Handle Time
-|UCBenefit=Improve understanding of request or issue and reduce the duration of the customer interaction by using co-browse
+|UCBenefit=Leverage annotations, comments and browser control to aid quick resolution.
 }}
 |UCOverview=A customer and a contact center agent are having a conversation over the phone or through a web chat session. During the conversation, the ability to see and control the customer's browser through co-browsing functionality enables the agent to convey information more effectively and get the customer's issue resolved more quickly.
 |UCSummary=During a call or a chat session between a customer and an agent, the customer can initiate a co-browse session with the agent, so both the agent and the customer share the same instance of the browser. This enables the agent to provide direct support to a customer trying to complete a request on the company's website.
 |PainPoints=* Increasing competitive pressure
 * High customer churn
@@ Line 32: / Line 27: @@
 |DesiredState=* Enable co-browse and provide specialist assistance
 * Proactively offer assistance through co-browse sessions
 |MaturityLevel=Defined
 |SellableItems=See sellable items for CE01 CE02 CE18 CE21 CE22 CE24 or CE25
 |CloudAssumptions=This use case is currently not available in Genesys Engage cloud
 |PremiseAssumptionsAdditional_Sales=*This use case is available for Premise
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 58: / Line 49: @@
 }}
 |BusinessLogic='''Starting a co-browse session without primary interaction:''' Co-browse sessions take place on top of a primary interaction (in this case, chat or voice). If the customer initiates a co-browse without any primary media, the instrumentation prompts the customer to initiate a conversation via voice or chat before initiating the co-browse.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=The user interface is based on Genesys Widgets.
@@ Line 64: / Line 54: @@
 Sample screenshots:
-*Co-browsing can be started or ended from the chat widget:
+*Co-browsing can be started or ended from the Web Chat Widget:
-[[File:DigVoCWebExp3.png]]
+[[File:WebChat-screenshot-with-cobrowse-corrected.png]]
 *Co-browsing can be started when on a voice call:
@@ Line 75: / Line 65: @@
 Widgets can provide basic adaptation to customer corporate identity, including:
 *Add customer logo
 *Use corporate identity, colors, and fonts
 |AgentDeskRequirements=The agent interface related to co-browse must:
 *Enter the session ID when co-browse needs to be started from a voice call
 *Automatically start a co-browse session if the session has been initiated by the customer through their chat widget
 *Display the customer page view when co-browse is engaged
 Transfer, Conference, and Supervision of co-browse sessions are not supported.
-|RealTimeReporting=Minimum requirements:
+|RealTimeReporting=Real-time Reporting is provided through '''Genesys Pulse'''.
-* Implementation of standard templates in Pulse: eServices Queue KPI, eServices Agent Activity
+Minimum requirements:
 Current Co-browse Agents
-* Chat Agents: Number of agents working on chat
+*Chat Agents: Number of agents working on chat
-* Chat with Co-browse: Number of agents working on chat with co-browse
+*Chat with Co-browse: Number of agents working on chat with co-browse
-* Inbound Voice: Number of agents working on inbound voice
+*Inbound Voice: Number of agents working on inbound voice
-* Inbound Voice with Co-browse: Number of agents working on inbound voice with co-browse
+*Inbound Voice with Co-browse: Number of agents working on inbound voice with co-browse
 Current Chat Interactions with Co-browse
@@ Line 99: / Line 94: @@
 *(Co-browse in Chat)/Chat, %: Ratio of current number of chat with co-browse interactions to the total number of chat interactions
 *Web Chat: Number of web chat interactions currently handled by agents
 Co-browse in Web Chat: Number of web chat with co-browse interactions currently handled by agents
 *(Co-browse in Web Chat)/Web Chat, %: Ratio of current number of web chat with co-browse interactions to the total number of web chat interactions
@@ Line 115: / Line 112: @@
 *Co-browse Session ID: Session ID
 *Co-browse Session Quantity: Session quantity
-|HistoricalReporting=Historical Reporting is currently under development and projected for delivery in 3Q2018. Timeline is subject to adjustment.
+|HistoricalReporting='''Genesys CX Insights''' (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case. You can easily filter the values in reports to show only chat, inbound voice, or both.
-|GeneralAssumptions=
-|CustomerAssumptions=* The Genesys customer is responsible for integration of the solution into the company website.
+The most relevant reports include:
 * The Genesys customer is responsible for tagging information and fields on their website that need to be hidden from the agent during a co-browse session, or agent controls that need to be blocked (such as a Submit form).
 [[file:DigVoCWebExp2.png]]
 |RequiresOr=CE01, CE01-S4B, CE02, CE18, CE21, CE22
-|Optional=
+|PremiseAssumptionsAdditional=*Workspace Desktop Edition is the agent desktop.
-|Exceptions=
+*Pulse is used for real-time reporting.
-|SMART_PremiseAssumptions=
+*Use of Genesys Widgets with limited modification to the company's corporate identity as described above, under “Widget Functionality”. Alternatively, use of custom chat widget which is not part of Genesys deliverable.
-|PremiseAssumptionsAdditional=* Workspace Desktop Edition is the agent desktop.
+*No integration with third-party systems.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=N/A
 }}
 }}

@@ Line 36: / Line 36: @@
 |MaturityLevel=Defined
 |SellableItems=See sellable items for CE01 CE02 CE18 CE21 CE22 CE24 or CE25
-|CloudAssumptions=This use case is currently not available in PureEngage Cloud
+|CloudAssumptions=This use case is currently not available in Genesys Engage cloud
 |CloudAssumptionsAdditional_Sales=
 |PremiseAssumptions=

@@ Line 13: / Line 13: @@
 |UCBenefit=Optimize the customer service experience by initiating a co-browse session with the customer to resolve their request the first time
 }}{{SMART Benefits
-|UCBenefitID=
+|UCBenefitID=Improved Agent Competency
 |UCBenefit=Improve understanding of request or issue and reduce the duration of the customer interaction by using co-browse
 }}

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

@@ Line 120: / Line 120: @@
 |Cloud_Assumption=This use case is currently not available in PureEngage Cloud
 }}
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.1.3
 }}