UseCases/Current/GenesysEngage-onpremises/EE08 - Revision history

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-25T17:14:55Z

UCC: Moved platform assumptions under general assumptions

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE08 to UseCases/Current/GenesysEngage-onpremises/EE08: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:49Z

WikiSysop moved page UseCases/Current/PureEngage/EE08 to UseCases/Current/GenesysEngage-onpremises/EE08: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 10:24, July 15, 2020

2020-07-15T10:24:51Z

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

2020-01-20T22:30:11Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:00Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:00Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:38Z

1 revision imported: Updating for Maturity Level

Bgrenon: 1 revision imported

2019-04-22T10:00:00Z

1 revision imported

Bgrenon: 1 revision imported

2018-08-22T18:22:45Z

1 revision imported

Bgrenon: 1 revision imported

2018-08-16T13:13:15Z

1 revision imported

New page

{{SMART UseCase
|SellableItems=Genesys Interaction Recording - Voice Recording, Genesys Interaction Recording – Voice Recording HA (Optional), Genesys Interaction Recording – Screen Recording, Genesys Interaction Recording – Screen Recording HA (Optional)
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
* The full use case outlined here is available in the cloud.
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
* The full use case outlined here is available on premise.
|RequiresOr=CE01, CE02
|PremiseAssumptionsAdditional=* The Record Voice and Screen Interactions Use Case supports 100% voice recording at the DN level only (no other recording methods).
* Apache is the only load balancer currently supported for GIR.
* GIR MCP’s will not be shared with GVP
* The following activities are out of scope:
** Configuration of Network at its final state: SBC, Media Gateways, VLANs, Firewalls, NAT, Trunking services, etc.
** Configuration or Setup of additional Load Balancer software/hardware (DNS method or other)
** Load balancing or cluster for API Servers
** Load balancing for SpeechMiner UI
** Configuration of External Storage system (e.g. SAN / NAS)
** Set up of lifecycle policy for archived files
** Installation of the standard out of the box WDE/WWE beyond those for initial testing
** Installation of the standard out of the box WDE/WWE
** Customization of other desktop application to enable Dynamic Recording
** High Availability for the Apache load balancer
** Provisioning of recordings from other vendors
* The only supported desktops for GIR with Screen Recording is Workspace Desktop Edition and Workspace Web Edition
|CloudAssumptionsAdditional=* The Record Voice and Screen Interactions Use Case supports 100% voice and 20% screen recording at the DN level only (no other recording methods).
* The following activities are out of scope:
** Configuration of Network at its final state: SBC, Media Gateways, VLANs, Firewalls, NAT, Trunking services, etc.
** Configuration of External Storage system (e.g. SAN / NAS)
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=version 1.0.2
}}
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Reduced Penalties and Fines
|UCBenefit=Record 100% of calls with no lost calls
}}{{SMART Benefits
|UCBenefitID=Reduced Deployment Costs
|UCBenefit=Eliminate the need to purchase additional hardware, software and the associated maintenance and support services through integrated approach with Genesys Interaction Recording
}}
|UCOverview=Recording calls and agent screens is important for quality management purposes. Simultaneous playback of recorded calls and agent screens helps to identify issues with agent efficiency, desktop applications, and to identify the training needs of each agent. This powerful solution will enable the modern contact center to record the entire customer interaction, allowing the contact center to meet quality or regulatory compliance requirements. Genesys provides organizations with reliable, high-quality recordings of both audio communications and related desktop screen activity.

This powerful solution will enable the modern contact center to record the entire customer interaction, allowing the contact center to meet quality or regulatory compliance requirements. Genesys provides organizations with reliable, high-quality recordings of both audio communications and related desktop screen activity.
|UCSummary=100% voice recording of customer conversations for compliance and regulatory requirements, with a sub-selection of screens being recorded.
|PainPoints=* Inability to record calls and screens reliably
* Lack of useful metadata about recorded interactions
* No end-to-end recording, particularly when calls are transferred across multiple locations
* High Total Cost of Ownership (TCO) for recording
* Desire to move away from incumbent recording vendor
* Current recording solution doesn’t support SIP transformation strategy
|DesiredState=* Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
* Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls.
* Include extensive metadata with each recorded conversation
* Record and stitch calls from cradle-to-grave, even across multi-site transfers
|CustomerInterfaceRequirements=N/A
|AgentDeskRequirements=* The agent will have the optional capability to pause/resume a recording when confidential information is passed via the call via his agent desktop.
* The Screen Recording Service is installed on the agent's desktop by IT.
|RealTimeReporting=N/A
|HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Recording.

In addition to the historical reporting, Genesys Interaction Recording provides audit logs for recording access. These audit logs contain the following information:
* Who accessed a recording
* Which recording
* When
* Deletions
* Playback requests
* Exports
* Report exports
* Customer ID
* Interaction Type
* Reason Code
* All attached metadata
* Archive and Purging logs
|BusinessImageFlow={{SMART_BusinessImageFlow|BusinessImage=https://www.lucidchart.com/documents/edit/a3d6a4e7-030d-4199-ad4c-5747a0cce1ab/0|BusinessFlowDescription=Step 1: Customer makes a call to one of the service lines of the company

Step 2: The IVR announces that the call is going to be recorded

Step 3a: The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. This can be one of the existing Inbound Voice use cases (please see the documents of these use cases for more detail). The Inbound Voice routing strategy is not within the scope of this use case.

Step 3b: Based on a percentage, which is set in Genesys by the administrator, it is determined if the screen needs to be recorded.

Step 4a: Genesys Interaction Recording starts the voice recording.

Step 4b: If in Step 3b, it is determined that the screen needs to be recorded, Genesys will start screen recording as soon as the agent answers the call.

Step 5: The agent can answer the call from a single, dedicated desk within the site (product limitation).

Step 5a: The agent may (if enabled) pause/resume the recording manually via the standard integration with Genesys Workspace when sensitive data needs to be entered. This pauses both voice and screen recording.

Step 6: Customer or agent disconnects the call.

Step 7: Genesys Interaction Recording stops the voice recording. Screen recording will be stopped after the ACW period has ended.

Step 8: Genesys uploads the screen recording files to the central system immediately, or at configured intervals.

Step 9: Genesys Interaction Recording combines audio and screen into single files.

Step 10: Supervisor searches for, retrieves and listens to a recording made by one of their agents.

Step 11: Legal and Compliance officer checks the system for compliance and retrieves recordings for legal purposes.

Step 12: Quality Manager searches for, retrieves and listens to recordings to use in agent evaluations

Step 13: Genesys Interaction Recording archives and purges recordings according to the rules configured}}
|BusinessLogic=<big>Parameters and Business Rules</big>

Details of the business flow described in the previous chapter depend on how the system will be set up for your environment. This chapter describes the options which are available and how the initial set-up will be done for your environment by Genesys Professional Services within the scope of this Smart use case.

'''Metadata'''

Metadata are tags which will be added to the recording and allow precisely targeted interaction search and selection for evaluation and analysis. What data are available depend on the distribution logic implemented in your environment and will be defined with you during the implementation project. Genesys Professional Service will configure up to 10 metadata elements within the scope of this use case.

'''Archiving and Purging Criteria'''

Recordings can be archived and / or purged from the system after a specified time. After recordings have been purged, they are no longer available for supervisors or compliance officers via the Genesys user interface. The corresponding policies will be configured during the set-up of this use case. Within the scope of this use case, we will set up one set of rules which will be valid for all recorded calls.
Archived files are not managed by GIR. It is customer's responsibility to set up lifecycle policy of these archives and purge them after the lifecycle period.

'''Access Control'''

Access control to recordings is managed by user roles and associated permissions as well as by the organizational hierarchy defined for the individual agents. The scope of this use case includes default set of roles that can be provided upon request.

'''Pause / Resume recording'''

The ability for an agent to pause / resume a recording from his agent desktop will be enabled or disabled based on customer requirements.

'''Screen Recording Percentage'''

Screen recording will be done for a percentage of calls only. The system will be set up with a fixed percentage. Audio will be recorded in 100% of the cases.
|DistributionLogic=N/A
}}

@@ Line 107: / Line 107: @@
 * Archive and Purging logs
 |RequiresOr=CE01, CE02
-|PremiseAssumptionsAdditional=* The Record Voice and Screen Interactions Use Case supports 100% voice recording at the DN level only (no other recording methods).
+|GeneralAssumptions=* The Record Voice and Screen Interactions Use Case supports 100% voice recording at the DN level only (no other recording methods).
 * Apache is the only load balancer currently supported for GIR.
 * GIR MCP’s will not be shared with GVP
@@ Line 123: / Line 123: @@
 ** Provisioning of recordings from other vendors
 * The only supported desktops for GIR with Screen Recording is Workspace Desktop Edition and Workspace Web Edition
-|CloudAssumptionsAdditional=* The Record Voice and Screen Interactions Use Case supports 100% voice and 20% screen recording at the DN level only (no other recording methods).
-* The following activities are out of scope:
+<br />
 |DocVersion=version 1.0.2
 }}

← Older revision	Revision as of 11:29, July 15, 2020
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@@ Line 28: / Line 28: @@
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available on premise.
-|BusinessImageFlow={{SMART_BusinessImageFlow|BusinessImage=https://www.lucidchart.com/documents/edit/a3d6a4e7-030d-4199-ad4c-5747a0cce1ab/0|BusinessFlowDescription=Step 1: Customer makes a call to one of the service lines of the company
+|BusinessImageFlow={{SMART BusinessImageFlow
 Step 2: The IVR announces that the call is going to be recorded
@@ Line 58: / Line 60: @@
 Step 12: Quality Manager searches for, retrieves and listens to recordings to use in agent evaluations
-Step 13: Genesys Interaction Recording archives and purges recordings according to the rules configured}}
+Step 13: Genesys Interaction Recording archives and purges recordings according to the rules configured
-|BusinessLogic=<big>Parameters and Business Rules</big>
+}}
 Details of the business flow described in the previous chapter depend on how the system will be set up for your environment. This chapter describes the options which are available and how the initial set-up will be done for your environment by Genesys Professional Services within the scope of this Smart use case.

@@ Line 124: / Line 124: @@
 ** Configuration of Network at its final state: SBC, Media Gateways, VLANs, Firewalls, NAT, Trunking services, etc.
 ** Configuration of External Storage system (e.g. SAN / NAS)
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=version 1.0.2
 }}

← Older revision	Revision as of 12:24, April 24, 2019
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@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Penalties and Fines
@@ Line 51: / Line 22: @@
 * Include extensive metadata with each recorded conversation
 * Record and stitch calls from cradle-to-grave, even across multi-site transfers
-|CustomerInterfaceRequirements=N/A
+|MaturityLevel=Defined
-|AgentDeskRequirements=* The agent will have the optional capability to pause/resume a recording when confidential information is passed via the call via his agent desktop.
+|SellableItems=Genesys Interaction Recording - Voice Recording, Genesys Interaction Recording – Voice Recording HA (Optional), Genesys Interaction Recording – Screen Recording, Genesys Interaction Recording – Screen Recording HA (Optional)
-* The Screen Recording Service is installed on the agent's desktop by IT.
+|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
-|RealTimeReporting=N/A
+* The full use case outlined here is available in the cloud.
-|HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Recording.
+|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
+* The full use case outlined here is available on premise.
 |BusinessImageFlow={{SMART_BusinessImageFlow|BusinessImage=https://www.lucidchart.com/documents/edit/a3d6a4e7-030d-4199-ad4c-5747a0cce1ab/0|BusinessFlowDescription=Step 1: Customer makes a call to one of the service lines of the company
@@ Line 126: / Line 84: @@
 Screen recording will be done for a percentage of calls only. The system will be set up with a fixed percentage. Audio will be recorded in 100% of the cases.
 |DistributionLogic=N/A
 }}

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