UseCases/Current/GenesysEngage-onpremises/CE29 - Revision history

Shane.landy@genesys.com: UCC: Added Video

2021-06-11T10:34:18Z

UCC: Added Video

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

2021-01-29T14:26:16Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-01T16:35:02Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE29 to UseCases/Current/GenesysEngage-onpremises/CE29: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:42Z

WikiSysop moved page UseCases/Current/PureEngage/CE29 to UseCases/Current/GenesysEngage-onpremises/CE29: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 17:28, March 10, 2020

2020-03-10T17:28:59Z

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

2020-01-20T22:33:14Z

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

Bgrenon: 1 revision imported

2019-04-24T12:23:58Z

1 revision imported

Shlandy93: Published

2019-04-24T12:23:58Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:36Z

1 revision imported: Updating for Maturity Level

Bgrenon: 1 revision imported

2019-04-22T10:00:00Z

1 revision imported

@@ Line 422: / Line 422: @@
 Interaction details identifying the source and destination of transferred and conference interactions.
 {{!}}}
-|DocVersion=v 1.0.4
+|GeneralAssumptions=*Implementation of this use case will be based on the Digital Blueprint Architecture.
 |CustomerAssumptions=*Requirements for integration with SMS Center
 **Check local requirements for character set, against SMS Server's supported list (Deployment Guide and Release Notes)
@@ Line 432: / Line 438: @@
 **Text input needs to be available in UTF-8.
 **Customer to provide pre-categorized sample SMS messages to train the Content Analyzer language model.
-|PremiseAssumptionsAdditional=*Implementation of this use case will be based on the Digital Blueprint Architecture.
+|DocVersion=1.0.5
-*Genesys Infomart and Interactive Insights in place for historical reporting.
+|Video=559066483
-*Genesys standard agent desktops will be used as agent desktop (WDE or WWE).
+|RelatedDocs={{TSSection}}
 |CustAssumptions=* Requirements for integration with SMS Center
 **Check local requirements for character set, against SMS Server's supported list (Deployment Guide and Release Notes)

@@ Line 4: / Line 4: @@
 |UCBenefit=SMS interactions captured by the Genesys system go through content analysis to assign a category that allows the best agent with the skills to the corresponding category. The result is correct transfer of SMS and avoidance of misrouted SMS and unnecessary costs.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Combine text messaging with automated responses to boost agent productivity.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Increased Revenue
+|UCBenefitID=Reduced Transfers
-|UCBenefit=Offer customers the preferred channel to communicate to promote sales
+|UCBenefit=SMS interactions captured by the Genesys system go through content analysis to assign a category that allows the best agent with the skills to the corresponding category. The result is correct transfer of SMS and avoidance of misrouted SMS and unnecessary costs.
 }}{{SMART Benefits
-|UCBenefitID=Improved First Contact Resolution
+|UCBenefitID=Improved Employee Occupancy
-|UCBenefit=Provide the ability to route interactions to an expert through skills-based routing
+|UCBenefit=Combine text messaging with automated responses to boost agent productivity.
 }}{{SMART Benefits
-|UCBenefitID=Reduce Handle Time
+|UCBenefitID=Reduced Handle Time
-|UCBenefit=Engage with the customer at their desired pace through SMS avoiding channels with longer handle time
+|UCBenefit=Routing text messages to the best-fit agent assures the right skills for faster resolution.
 }}
 |UCOverview=This functional use case has been created to enable companies to use Genesys Solutions to streamline the queue management and distribution process of customer-generated SMS messages to the handling agents. Genesys can improve agent productivity, increase adherence to SLAs, and deliver improved management tools. It is based on experience and best practices and contains the minimal functionality to enable our customers:
 * To go live quickly (Time to market).
-* To use best practice scenarios to enable fast realization of benefits.
+*To go live quickly (Time to market).
 |UCSummary=A customer sends an SMS to a company. The SMS is captured by the Genesys system and a content analysis is performed to assign a category to the SMS. It is then queued to the best available agent with the skill set corresponding to the category. After the agent has compiled the SMS answer, a supervisor may review the SMS depending on the agent. Priority tuning improved the SLA adherence to customers' SMS messages. The use case provides reporting capabilities to provide management visibility into the SMS interaction channel.
 |PainPoints=*Increasing calls related to online service and support
@@ Line 421: / Line 422: @@
 Interaction details identifying the source and destination of transferred and conference interactions.
 {{!}}}
-|CustomerAssumptions=* Requirements for integration with SMS Center
+|DocVersion=v 1.0.4
-** Check local requirements for character set, against SMS Server's supported list (Deployment Guide and Release Notes)
+|CustomerAssumptions=*Requirements for integration with SMS Center
-** Best practice recommends to avoid message splitting. The max size of the SMS messages is 160 characters in the U.S., check on SMS Center restrictions
+**Check local requirements for character set, against SMS Server's supported list (Deployment Guide and Release Notes)
-** If there is some issue with SMS Center, CC operations manually stops all SMS campaigns
+**Best practice recommends to avoid message splitting. The max size of the SMS messages is 160 characters in the U.S., check on SMS Center restrictions
-* Customer has secured and provisioned a dedicated short code, long code, or text-enabled toll-free number in order to send SMS messages
+**If there is some issue with SMS Center, CC operations manually stops all SMS campaigns
-* If Content Analyzer is used for SMS categorization:
+*Customer has secured and provisioned a dedicated short code, long code, or text-enabled toll-free number in order to send SMS messages
-** The training model uses a Lexical Analyzer to convert text input from the SMS to an array of words or stems. Language specific Lexical Analyzers are available in the following languages: English, Portuguese, Turkish, Italian, Spanish, German and Japanese (requires the Japanese edition of Content Analyzer). For other languages, a default Lexical Analyzer can be used, but this will require more training for reliable categorization. The creation of a custom lexical model is not part of the delivery scope.
+*If Content Analyzer is used for SMS categorization:
-** Text input needs to be available in UTF-8.
+**The training model uses a Lexical Analyzer to convert text input from the SMS to an array of words or stems. Language specific Lexical Analyzers are available in the following languages: English, Portuguese, Turkish, Italian, Spanish, German and Japanese (requires the Japanese edition of Content Analyzer). For other languages, a default Lexical Analyzer can be used, but this will require more training for reliable categorization. The creation of a custom lexical model is not part of the delivery scope.
-** Customer to provide pre-categorized sample SMS messages to train the Content Analyzer language model.
+**Text input needs to be available in UTF-8.
-|PremiseAssumptionsAdditional=* Implementation of this use case will be based on the Digital Blueprint Architecture.
+**Customer to provide pre-categorized sample SMS messages to train the Content Analyzer language model.
-* Genesys Infomart and Interactive Insights in place for historical reporting.
+|PremiseAssumptionsAdditional=*Implementation of this use case will be based on the Digital Blueprint Architecture.
-* Genesys standard agent desktops will be used as agent desktop (WDE or WWE).
+*Genesys Infomart and Interactive Insights in place for historical reporting.
-* Pulse will be used for real-time reporting.
+*Genesys standard agent desktops will be used as agent desktop (WDE or WWE).
-* Integration with one corporate SMS center.
+*Pulse will be used for real-time reporting.
-* Advanced Content Analysis is an optional extension to Keyword Categorization. This option requires additional licenses and services effort
+*Integration with one corporate SMS center.
-* Blacklist: It is assumed that the Blacklist functionality is used for short-term manual handling of emergency cases. It is not intended for long-term or broader spam filtering functionality.
+*Advanced Content Analysis is an optional extension to Keyword Categorization. This option requires additional licenses and services effort
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is currently not available in Cloud.
 }}
 |CustAssumptions=* Requirements for integration with SMS Center
 **Check local requirements for character set, against SMS Server's supported list (Deployment Guide and Release Notes)

@@ Line 14: / Line 14: @@
 * To use best practice scenarios to enable fast realization of benefits.
 |UCSummary=A customer sends an SMS to a company. The SMS is captured by the Genesys system and a content analysis is performed to assign a category to the SMS. It is then queued to the best available agent with the skill set corresponding to the category. After the agent has compiled the SMS answer, a supervisor may review the SMS depending on the agent. Priority tuning improved the SLA adherence to customers' SMS messages. The use case provides reporting capabilities to provide management visibility into the SMS interaction channel.
-|PainPoints=* Increasing calls related to online service and support
+|PainPoints=*Increasing calls related to online service and support
-* Increasing repeat contacts
+*Increasing repeat contacts
-* Website not offering online service and support
+*Website not offering online service and support
-* Customer having to queue for a long time
+*Customer having to queue for a long time
-* Customer having to call multiple times
+*Customer having to call multiple times
-* Online help not providing the information customers need
+*Online help not providing the information customers need
-* Missed service levels
+*Unable to connect to the best agent
-* Inconsistency in responses
+|DesiredState=*Enable SMS service
-* Unable to connect to the best agent
+*Recognize customers
-* Unable to provide a personalized assisted service experience
+*Understand intent and sentiment
-* Increasing competitive pressure
+*Deliver personalized response
-* Too hard to get the right information for the customer
+*Leverage standard response library when needed
-* Poor customer experience scores
+*Meet SLA
-|DesiredState=* Enable SMS service
+*Provide agents with complete contextual customer information
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart HA (optional), Genesys Interactive Insights, Genesys SMS
@@ Line 146: / Line 140: @@
 [[File:CE29 - Pulse.png]]
-|HistoricalReporting=Interactive Insights out-of-the-box reports will be used to:
+|HistoricalReporting=CX Insights out-of-the-box reports will be used to:
 * Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
-* Dimension the out-of-the-box aggregate based GI2 reports with Routing Parameters including the Category and the Disposition codes.
+* Dimension the out-of-the-box aggregate based GCXI reports with Routing Parameters including the Category and the Disposition codes.
 * Measure First Response Threshold (Customer Service Level) using the Interaction Volume Customer Segment Report.
 * Evaluate resource performance with a variety of reports for Agents and Detail facts

@@ Line 446: / Line 446: @@
 |Cloud_Assumption=This use case is currently not available in Cloud.
 }}
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.3
 |CustAssumptions=* Requirements for integration with SMS Center
 **Check local requirements for character set, against SMS Server's supported list (Deployment Guide and Release Notes)

← Older revision	Revision as of 11:29, July 15, 2020
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← Older revision	Revision as of 12:23, April 24, 2019
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@@ Line 34: / Line 34: @@
 * Meet SLA
 * Provide agents with complete contextual customer information
 |SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart HA (optional), Genesys Interactive Insights, Genesys SMS
 |CloudAssumptions=This use case is currently not available in Cloud.
@@ Line 53: / Line 54: @@
 #* If no reply is needed, the agent marks the interaction as done.
 #* If a reply is needed, the Agent creates an outbound reply SMS, potentially using a standard response template.
-# The agent sets a disposition code to mark the business outcome for reporting purposes.
+# The agent sets a disposition code to mark the business outcome for reporting purposes.<br />
 }}
 |BusinessLogic=In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this chapter.
@@ Line 111: / Line 111: @@
 # The potential pool of agents is expanded a last time via reducing the requested minimum skill level.
 }}
-|DistributionLogic=====Draft work bin and escalation====
+|DistributionLogic=====Additional Distribution functionality.====
 The following lists additional functionality for the distribution logic:
 * Re-route on no answer (RONA) -functionality: If an agent does not accept the SMS interaction, the SMS interaction is automatically put back into the distribution flow after a time-out. The agent is set to not-ready. The priority of the SMS can be increased by a configurable parameter.

← Older revision	Revision as of 13:10, April 22, 2019
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@@ Line 100: / Line 100: @@
 The following parameter is configurable by the company phone number the SMS is sent to:
 * Auto-acknowledge message
 ===Standard responses===