UseCases/Current/GenesysEngage-onpremises/CE34 - Revision history

Shlandy93: UCC: Updated Agent Desktop to Agent Workspace

2022-08-22T15:51:01Z

UCC: Updated Agent Desktop to Agent Workspace

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Shlandy93 at 17:08, July 7, 2022

2022-07-07T17:08:02Z

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

2021-11-09T21:18:12Z

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"

2021-11-09T21:06:51Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

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

2021-02-16T12:30:01Z

UCC: Updated benefits to align with calculators

Shlandy93 at 11:35, September 30, 2020

2020-09-30T11:35:03Z

Shlandy93 at 09:37, September 1, 2020

2020-09-01T09:37:35Z

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WikiSysop: Text replacement - "manual=PureEngage" to "manual=GenesysEngage-onpremises"

2020-07-15T11:31:49Z

Text replacement - "manual=PureEngage" to "manual=GenesysEngage-onpremises"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/CE34 to UseCases/Current/GenesysEngage-onpremises/CE34: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:17Z

WikiSysop moved page UseCases/Current/PureEngage/CE34 to UseCases/Current/GenesysEngage-onpremises/CE34: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

WikiSysop: Text replacement - "PureEngage [Pp]remises?" to "Genesys Engage on-premises"

2020-07-15T11:27:02Z

Text replacement - "PureEngage [Pp]remises?" to "Genesys Engage on-premises"

@@ Line 136: / Line 136: @@
 ** Apple passes the consumer's language and device region, which can be used for routing purposes to the right agent.
 ** WhatsApp passes the consumer's phone number that was used to send the message from, allowing the brand to identify the consumer.
 |AgentDeskRequirements=Agents must have the following capabilities:
@@ Line 192: / Line 165: @@
 See information about filtering data in a reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIUnderStndgReports#TheReportGrid Understanding and using reports], and for additional information about GCXI, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|Optional=CE19, CE31
+|DocVersion=v 1.1.3
 |GeneralAssumptions=*Connects to Genesys Engage on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).<br />
 *'''Apple Business Chat'''
@@ Line 208: / Line 181: @@
 ***IVR offering to channel-switch to WhatsApp (need to check first whether the customer is on WhatsApp). Within 24 hours after the consumer contacted the brand, agents or bots can post to the consumer as often as they want.
 ***After 24 hours, regular messages by agents or bots are rejected. Instead, the brand has to send a pre-approved notification message (called HSM, a.k.a Highly Structured Message) and the brand has to pay for the message. Paid messages are billed to Genesys, and Genesys bills the brand on a monthly message based on the rates published by WhatsApp. See WhatsApp Rate Card ( [https://developers.facebook.com/docs/whatsapp/pricing rate card]) and also WhatsApp's reference for additional ([https://www.whatsapp.com/legal/commerce-policy/ guidance]) regarding what kind of messages are allowed.
-|CloudAssumptionsAdditional=N/A
+|CustomerAssumptions=For reference, here is a list of consumer-facing features that Apple supports. When using Genesys Messaging for Apple Business Chat, companies can leverage all of these.
-|DocVersion=v 1.1.3
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop

@@ Line 193: / Line 193: @@
 See information about filtering data in a reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIUnderStndgReports#TheReportGrid Understanding and using reports], and for additional information about GCXI, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
 |Optional=CE19, CE31
-|GeneralAssumptions=*Connects to Gxxx Exxx on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).<br />
+|GeneralAssumptions=*Connects to Genesys Engage on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).<br />
 *'''Apple Business Chat'''
 **Customer must get approval from Apple before they can use Apple Business Chat. Apple has to approve the brand first to get an Apple ID, and then they have to approve them again once the use cases have been developed before they can go live. Without both approvals, a customer cannot go live.
@@ Line 224: / Line 224: @@
 * [https://docs.genesys.com/Documentation/IW/8.5.1/Help/Chat_Interaction Chat]
 }}
-|SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*Connects to Gxxx Exxx on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).
+|SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*Connects to Genesys Engage on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).
 *Bot Gateway and Dialog Engine are under restricted release through at least Q2 2018 for Early Adopters Program participants only (chatbots are covered under use case {{#mintydocs_link:topic=CE31|manual=GenesysEngage-cloud}}).}}
 }}

@@ Line 193: / Line 193: @@
 See information about filtering data in a reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIUnderStndgReports#TheReportGrid Understanding and using reports], and for additional information about GCXI, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
 |Optional=CE19, CE31
-|GeneralAssumptions=*Connects to Genesys Engage on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).<br />
+|GeneralAssumptions=*Connects to Gxxx Exxx on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).<br />
 *'''Apple Business Chat'''
 **Customer must get approval from Apple before they can use Apple Business Chat. Apple has to approve the brand first to get an Apple ID, and then they have to approve them again once the use cases have been developed before they can go live. Without both approvals, a customer cannot go live.
@@ Line 224: / Line 224: @@
 * [https://docs.genesys.com/Documentation/IW/8.5.1/Help/Chat_Interaction Chat]
 }}
-|SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*Connects to Genesys Engage on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).
+|SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*Connects to Gxxx Exxx on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).
 *Bot Gateway and Dialog Engine are under restricted release through at least Q2 2018 for Early Adopters Program participants only (chatbots are covered under use case {{#mintydocs_link:topic=CE31|manual=GenesysEngage-cloud}}).}}
 }}

@@ Line 4: / Line 4: @@
 |UCBenefit=Match every consumer with the agent best equipped to respond through skills-based routing while reducing handle time
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Carry context across channels and match the consumer with an appropriately skilled agent.  Provide continuity in asynchronous conversations by enabling consumers to make contact when convenient throughout the day, week, or buying or service journey.  Make it convenient for consumers by using familiar messaging apps as opposed to having to open a separate chat window.
 }}{{SMART Benefits
@@ Line 192: / Line 192: @@
 See information about filtering data in a reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIUnderStndgReports#TheReportGrid Understanding and using reports], and for additional information about GCXI, see the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
-|DocVersion=v 1.1.3
+|Optional=CE19, CE31
-|GeneralAssumptions=*'''Apple Business Chat'''
+|GeneralAssumptions=*Connects to Genesys Engage on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).<br />
 **Customer must get approval from Apple before they can use Apple Business Chat. Apple has to approve the brand first to get an Apple ID, and then they have to approve them again once the use cases have been developed before they can go live. Without both approvals, a customer cannot go live.
 **Companies may not proactively reach out to consumers through Apple Business Chat; the consumer must initiate the conversation.
@@ Line 207: / Line 208: @@
 ***IVR offering to channel-switch to WhatsApp (need to check first whether the customer is on WhatsApp). Within 24 hours after the consumer contacted the brand, agents or bots can post to the consumer as often as they want.
 ***After 24 hours, regular messages by agents or bots are rejected. Instead, the brand has to send a pre-approved notification message (called HSM, a.k.a Highly Structured Message) and the brand has to pay for the message. Paid messages are billed to Genesys, and Genesys bills the brand on a monthly message based on the rates published by WhatsApp. See WhatsApp Rate Card ( [https://developers.facebook.com/docs/whatsapp/pricing rate card]) and also WhatsApp's reference for additional ([https://www.whatsapp.com/legal/commerce-policy/ guidance]) regarding what kind of messages are allowed.
 |CloudAssumptionsAdditional=N/A
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop

@@ Line 200: / Line 200: @@
 **The consumer has to initiate the first session. Such an initiation counts as an opt-in.
 *'''Whatsapp'''
-**<meta charset="utf-8">The brand must get approval from WhatsApp before they can use WhatsApp.
+**The brand must get approval from WhatsApp before they can use WhatsApp.
 **A brand can try to channel-switch a consumer by sending them an opt-in message or offering them a Call-to-Action. Interacting with these counts as an opt-in. Examples:
 ***Click-to-action button on the brand's website
@@ Line 213: / Line 213: @@
 |sectionheading=Agent Desktop
 |description=The Agent Desktop Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys Digital channels.
-|relatedarticles=[https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Desktop 9 Help]
+|relatedarticles=* [https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Desktop 9 Help]
+* [https://all.docs.genesys.com/PEC-AD/HIW How Agent Desktop Works]
-[https://all.docs.genesys.com/PEC-AD/HIW How Agent Desktop Works]
+}}{{TSSection
 }}
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*Connects to Genesys Engage on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).
 *Bot Gateway and Dialog Engine are under restricted release through at least Q2 2018 for Early Adopters Program participants only (chatbots are covered under use case {{#mintydocs_link:topic=CE31|manual=GenesysEngage-cloud}}).}}
 }}

@@ Line 23: / Line 23: @@
 This use case enables businesses to handle Messaging conversations in their Genesys contact center environment. Businesses must sign up with Apple or WhatsApp, choose Genesys as their customer service platform provider, and get their use cases approved by Apple or WhatsApp to be part of the ecosystem. There is no approval required for Facebook Messenger.
-To increase successful self-service interactions, a chatbot can be used over these messaging channels to automate the conversation with the customer, providing the ability to seamlessly transfer to a contact center agent if and when needed.   See use case {{#mintydocs_link:topic=CE31|manual=PureEngage}} for details and limitations of incorporating chatbots with Genesys Messaging offerings. When companies enable Facebook Messenger, Apple Business Chat and WhatsApp as supported customer service channels within their Genesys environment, benefits can include:
+To increase successful self-service interactions, a chatbot can be used over these messaging channels to automate the conversation with the customer, providing the ability to seamlessly transfer to a contact center agent if and when needed.   See use case {{#mintydocs_link:topic=CE31|manual=GenesysEngage-onpremises}} for details and limitations of incorporating chatbots with Genesys Messaging offerings. When companies enable Facebook Messenger, Apple Business Chat and WhatsApp as supported customer service channels within their Genesys environment, benefits can include:
 *Improved first contact resolution and reduced handle time by matching every consumer with the agent best equipped to respond through skills-based routing
@@ Line 115: / Line 115: @@
 # For customers who have initiated a conversation previously, the system pulls the conversation history and presents it to the agent.
 # The Genesys system determines whether to offer an automated chatbot to the customer or route the customer to a contact center agent.
-# If a chatbot is offered, go to the use case  {{#mintydocs_link:topic=CE31|manual=PureEngage}}.
+# If a chatbot is offered, go to the use case  {{#mintydocs_link:topic=CE31|manual=GenesysEngage-onpremises}}.
 # If routed to an agent, the customer and agent begin a conversation.
 # Depending on the conversation topic, the agent can send the customer various interaction types in addition to text, emojis and images. For WhatsApp, Highly Structured Message templates (HSMs) can be sent to the customer (see below). For Facebook Messenger, Rich Media elements include Generic, Carousel, Media, and Button. For Apple Business Chat, additional rich media elements can be used by the agent:

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

@@ Line 201: / Line 201: @@
 |Exceptions=
 |SMART_PremiseAssumptions=
-|PremiseAssumptionsAdditional=* Connects to PureEngage Premise via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).
+|PremiseAssumptionsAdditional=* Connects to Genesys Engage on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).
 |SMART_CloudAssumptions=
 |CloudAssumptionsAdditional=N/A
@@ Line 208: / Line 208: @@
 |Conditions=
 |DocVersion=v 1.1.2
-|SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*Connects to PureEngage Premise via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).
+|SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=*Connects to Genesys Engage on-premises via Genesys Hub in the Cloud; no on-premise driver is available (this enables Genesys to keep the connections up-to-date without requiring customers to upgrade/install each time there are changes with third-party messaging apps).
 *Bot Gateway and Dialog Engine are under restricted release through at least Q2 2018 for Early Adopters Program participants only (chatbots are covered under use case {{#mintydocs_link:topic=CE31|manual=GenesysEngage-cloud}}).}}
 }}