UseCases/Current/GenesysEngage-onpremises/EE09 - Revision history

Shlandy93 at 11:04, July 8, 2022

2022-07-08T11:04:18Z

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

2021-02-16T12:46:07Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE09 to UseCases/Current/GenesysEngage-onpremises/EE09: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:19Z

WikiSysop moved page UseCases/Current/PureEngage/EE09 to UseCases/Current/GenesysEngage-onpremises/EE09: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 14:54, April 16, 2020

2020-04-16T14:54:45Z

Shlandy93 at 14:17, February 26, 2020

2020-02-26T14:17:34Z

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

2020-01-20T20:44:32Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:01Z

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

Shlandy93: UCC: Updated flow diagram numbering

2019-04-22T10:00:00Z

UCC: Updated flow diagram numbering

Show changes

@@ Line 119: / Line 119: @@
 #* Create subscriptions for feedback reports.
 |DistributionLogic=Creation by Supervisor, Team leaders, Quality Managers to publish reports by subscriptions of feedback by email.
 |AgentDeskRequirements=In case there is need of screen recording (Premise only), the {{#mintydocs_link:topic=EE08}} use case is a prerequisite and a desktop client needs to be deployed on each workstation.
 |RealTimeReporting=NA
 |HistoricalReporting=Speechminer report templates enable you to create a dashboard display to address:
 *What the actual state of planned review sessions and the remaining target?
 *What are the actual scoring results per site/team/agent?
@@ Line 131: / Line 128: @@
 QM Report templates include:
 * Planning/Quota progress report
-* Quality Performance report
+*Planning/Quota progress report
-* Feedback results report to inform agents
+*Quality Performance report
-* Supervisor Calibration report
+*Feedback results report to inform agents
-* Team comparison
+*Supervisor Calibration report
 |RequiresOr=EE07, EE08
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 13: / Line 10: @@
 |UCBenefit=Find the root causes of low FCRs efficiently and effectively through targeted evaluations
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Deliver a better customer experience with tools that make the process of finding the root causes of low NPSs more efficient and effective as the entire conversation, including self-service and transfers, may be recorded and archived for later review (the agent manually transcribes only critical fields). The result is less time spent handling the call (AHT) and after-call-work (ACW), improved accuracy and customer care, and more effective training and compliance management
 }}{{SMART Benefits
@@ Line 19: / Line 16: @@
 |UCBenefit=Develop agent expertise and knowledge through coaching resulting in performance improvement and increased job satisfaction
 }}
 |UCOverview=Quality Management (QM) helps organizations move beyond random sampling to gain a deeper understanding of its agent/customer interactions by monitoring, evaluating, and studying customer interactions. Quality Management not only helps organizations identify agents who underperform, but it also helps them identify the root cause of an agent's behavior.
@@ Line 39: / Line 35: @@
 *Ad-Hoc Evaluations - allow users to pick and choose which calls they want to evaluate, along with any relevant evaluation forms.
 *Targeted Evaluations - leveraging any Genesys metadata, users can predefine which calls needs to be evaluated and by whom within a configurable timeframe.
 |PainPoints=*Managers, Supervisors, Coaches and Quality Analysts waste time hunting for relevant interactions to evaluate for quality purposes
 *Manual methods of tracking the results of evaluations (i.e. Excel) make it difficult to achieve consistency across different evaluators
@@ Line 48: / Line 43: @@
 *Include extensive metadata with each recorded interaction to precisely target which interactions to evaluate.
 *Store evaluation scores in a database and use pre-defined reports to analyze and monitor those results
 |MaturityLevel=Defined
 |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.
@@ Line 128: / Line 118: @@
 #* Save to report library or dashboard.
 #* Create subscriptions for feedback reports.
 |DistributionLogic=Creation by Supervisor, Team leaders, Quality Managers to publish reports by subscriptions of feedback by email.
 |CustomerInterfaceRequirements=Quality management is mainly driven by the Speechminer GUI as business usage related to the QM process of QA Staff and team leads.
@@ Line 147: / Line 136: @@
 * Supervisor Calibration report
 * Team comparison
 |RequiresOr=EE07, EE08
-|Optional=
+|GeneralAssumptions=* Recording is set up in full detail and metadata relevancy is sorted out.
 * Understanding of the business QA process:
 ** Scoring quotas/targets and planning criteria are known.
@@ Line 163: / Line 146: @@
 ** Preferred output is defined, such as how to display what has been measured.
 * Regulatory issues: with every project it is highly recommended to discuss local restrictions related to compliance, data protection, and any special regulations, to make sure that access to interactions and permission to review is understood in full detail.
 |DocVersion=v 1.1.2
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 10: / Line 13: @@
 |UCBenefit=Find the root causes of low FCRs efficiently and effectively through targeted evaluations
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Deliver a better customer experience with tools that make the process of finding the root causes of low NPSs more efficient and effective as the entire conversation, including self-service and transfers, may be recorded and archived for later review (the agent manually transcribes only critical fields). The result is less time spent handling the call (AHT) and after-call-work (ACW), improved accuracy and customer care, and more effective training and compliance management
 }}{{SMART Benefits
@@ Line 16: / Line 19: @@
 |UCBenefit=Develop agent expertise and knowledge through coaching resulting in performance improvement and increased job satisfaction
 }}
 |UCOverview=Quality Management (QM) helps organizations move beyond random sampling to gain a deeper understanding of its agent/customer interactions by monitoring, evaluating, and studying customer interactions. Quality Management not only helps organizations identify agents who underperform, but it also helps them identify the root cause of an agent's behavior.
@@ Line 32: / Line 36: @@
 '''Reports:''' Enables you to monitor agent or evaluator progress using predefined reports, identify areas for training, and calibrate evaluator responses to limit evaluation variations.
 |UCSummary=After a call is recorded, it's time to perform a quality evaluation by choosing one of the following two methods:
 * Ad-Hoc Evaluations - allow users to pick and choose which calls they want to evaluate, along with any relevant evaluation forms.
-* Targeted Evaluations - leveraging any Genesys metadata, users can predefine which calls needs to be evaluated and by whom within a configurable timeframe.
+*Ad-Hoc Evaluations - allow users to pick and choose which calls they want to evaluate, along with any relevant evaluation forms.
 |PainPoints=*Managers, Supervisors, Coaches and Quality Analysts waste time hunting for relevant interactions to evaluate for quality purposes
 *Manual methods of tracking the results of evaluations (i.e. Excel) make it difficult to achieve consistency across different evaluators
@@ Line 42: / Line 48: @@
 *Include extensive metadata with each recorded interaction to precisely target which interactions to evaluate.
 *Store evaluation scores in a database and use pre-defined reports to analyze and monitor those results
 |MaturityLevel=Defined
 |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.
@@ Line 117: / Line 128: @@
 #* Save to report library or dashboard.
 #* Create subscriptions for feedback reports.
 |DistributionLogic=Creation by Supervisor, Team leaders, Quality Managers to publish reports by subscriptions of feedback by email.
 |CustomerInterfaceRequirements=Quality management is mainly driven by the Speechminer GUI as business usage related to the QM process of QA Staff and team leads.
@@ Line 135: / Line 147: @@
 * Supervisor Calibration report
 * Team comparison
 |RequiresOr=EE07, EE08
 |PremiseAssumptionsAdditional=* Recording is set up in full detail and metadata relevancy is sorted out.
 * Understanding of the business QA process:
@@ Line 145: / Line 163: @@
 ** Preferred output is defined, such as how to display what has been measured.
 * Regulatory issues: with every project it is highly recommended to discuss local restrictions related to compliance, data protection, and any special regulations, to make sure that access to interactions and permission to review is understood in full detail.
 |CloudAssumptionsAdditional=* GIR is set up in full detail and metadata relevancy is sorted out.
 * Understanding of the business QA process:
@@ Line 154: / Line 173: @@
 ** Preferred output is defined, such as how to display what has been measured.
 * Regulatory issues: with every project it is highly recommended to discuss local restrictions related to compliance, data protection, and any special regulations, to make sure that access to interactions and permission to review is understood in full detail.
 |DocVersion=v 1.1.2
 }}

@@ Line 34: / Line 34: @@
 * Ad-Hoc Evaluations - allow users to pick and choose which calls they want to evaluate, along with any relevant evaluation forms.
 * Targeted Evaluations - leveraging any Genesys metadata, users can predefine which calls needs to be evaluated and by whom within a configurable timeframe.
 |MaturityLevel=Defined
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:

@@ Line 146: / Line 146: @@
 ** Preferred output is defined, such as how to display what has been measured.
 * Regulatory issues: with every project it is highly recommended to discuss local restrictions related to compliance, data protection, and any special regulations, to make sure that access to interactions and permission to review is understood in full detail.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.1.2
 }}

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