UseCases/Current/GenesysEngage-onpremises/EE23 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T16:08:21Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:12:04Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

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

2021-11-09T20:31:51Z

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

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

2021-02-16T12:50:25Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:38:48Z

UCC: Updated Occupancy benefit to Utilization

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

2021-01-04T16:55:12Z

UCC: Updated benefits to align with calculators

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

2020-07-15T12:04:15Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE23 to UseCases/Current/GenesysEngage-onpremises/EE23: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:10Z

WikiSysop moved page UseCases/Current/PureEngage/EE23 to UseCases/Current/GenesysEngage-onpremises/EE23: 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 15:14, April 16, 2020

2020-04-16T15:14:35Z

@@ Line 16: / Line 16: @@
 |UCBenefit=Accurately assign outcomes to interactions rather than relying on manual input.
 }}
-|UCIntro=This use case supports Genesys Multicloud CX and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
+|UCIntro=This use case also supports PureConnect as the Text and Speech Analytics product is supported to run on both platforms.
 |UCOverview=Contact Center managers and supervisors typically listen to 1-2% of agent calls as the basis for coaching and training. This means they have to rely on other metrics such as average handle time, call volumes, resolutions, or surveys as a basis for assessing agent performance.
@@ Line 63: / Line 63: @@
 * Interaction Trending and Discovery through visibility into emerging and unknown interactions across topic, category and customer intention.
 |DistributionLogic=N/A
 |AgentDeskRequirements=Genesys Interaction Analytics is a browser-based user interface. Access control for specific employee roles can be configured and is handled via the User Security configuration.
@@ Line 71: / Line 68: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual.
-|RequiresAll=EE22
+|DocVersion=v 1.2.4
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Speech and Text Analytics'''
@@ Line 85: / Line 82: @@
 UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect
-|DocVersion=v 1.2.3
+|RequiresAll=EE22
 |SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}}, which is expected to be available for Genesys Multicloud CX customers from Q2 2018 for customers using Genesys Interaction Recording.

@@ Line 16: / Line 16: @@
 |UCBenefit=Accurately assign outcomes to interactions rather than relying on manual input.
 }}
-|UCIntro=This use case supports Genesys Engage and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
+|UCIntro=This use case supports Genesys Multicloud CX and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
 |UCOverview=Contact Center managers and supervisors typically listen to 1-2% of agent calls as the basis for coaching and training. This means they have to rely on other metrics such as average handle time, call volumes, resolutions, or surveys as a basis for assessing agent performance.

@@ Line 86: / Line 86: @@
 UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect
 |DocVersion=v 1.2.3
-|SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}}, which is expected to be available for Genesys Engage cloud customers from Q2 2018 for customers using Genesys Interaction Recording.
+|SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}}, which is expected to be available for Genesys Multicloud CX customers from Q2 2018 for customers using Genesys Interaction Recording.
-Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Engage cloud.
+Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Multicloud CX.
 The SpeechMiner Administration Tool (SMART) is not currently available to end customers for their use in Cloud. Additional support from Genesys is therefore required to carry out administration on the customer's behalf.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Measure customer sentiment at both the start and end of calls to understand how factors outside the contact center affect customer experience.Increase the speed at which the need for improvements can be identified and acted upon.
 }}{{SMART Benefits
@@ Line 20: / Line 16: @@
 |UCBenefit=Accurately assign outcomes to interactions rather than relying on manual input.
 }}
 |UCSummary=Identify the differentiating behaviors that both drive and increase the speed of operational improvement in areas such as first contact resolution, call volume, repeat calls or handle time reduction, and customer satisfaction of Net Promoter Score through a thorough and comprehensive analysis of call content.
 |Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content.
@@ Line 71: / Line 71: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=Historical reporting is provided by templates in the SpeechMiner UI (business interface), which is part of Genesys Interaction Analytics platform. A full copy of the reports available is documented in the User Manual.
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Speech and Text Analytics'''
@@ Line 84: / Line 85: @@
 UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect
 |DocVersion=v 1.2.3
 |SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}}, which is expected to be available for Genesys Engage cloud customers from Q2 2018 for customers using Genesys Interaction Recording.

@@ Line 14: / Line 14: @@
 |UCBenefit=Objectively correlate what happens on calls with measures of outcomes - first call resolution, call volume, handle time, customer satisfaction or Net Promoter Score.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Enables efficient and comprehensive analysis of all calls of a particular type without having to listen to hours of audio.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
-|ID=
+|UCIntro=This use case supports Genesys Engage and PureConnect as the Speech and Text Analytics product is supported to run on both platforms.
-|Title=
+|UCOverview=Contact Center managers and supervisors typically listen to 1-2% of agent calls as the basis for coaching and training. This means they have to rely on other metrics such as average handle time, call volumes, resolutions, or surveys as a basis for assessing agent performance.
-|Offering=
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 13: / Line 14: @@
 |UCBenefit=Objectively correlate what happens on calls with measures of outcomes - first call resolution, call volume, handle time, customer satisfaction or Net Promoter Score.
 }}{{SMART Benefits
-|UCBenefitID=Improved Agent Competency
+|UCBenefitID=Improved Employee Occupancy
-|UCBenefit=Identify behavior and phrases that are truly differentiating as a basis for performance improvement and categorization of calls based on the actual content of the call rather than relying solely on disposition codes, and can include calls with multiple reasons.
+|UCBenefit=Enables efficient and comprehensive analysis of all calls of a particular type without having to listen to hours of audio.
 }}
 |UCSummary=Identify the differentiating behaviors that both drive and increase the speed of operational improvement in areas such as first contact resolution, call volume, repeat calls or handle time reduction, and customer satisfaction of Net Promoter Score through a thorough and comprehensive analysis of call content.
 |Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Intelligence Analytics are displayed under "General Assumptions" in the main use case content.
@@ Line 30: / Line 30: @@
 *Continuously driving operational improvement based on ongoing analysis of calls and able to demonstrate the impact of improvements made
 *Faster to react to changing business circumstances, emerging trends, seasonality, and unexpected or recurring events.
 |MaturityLevel=Defined
 |SellableItems=Coaching
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * See EE22.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * See EE22.
@@ Line 66: / Line 62: @@
 * Improve Employee Performance through understanding the employee performance linked to the underlying topic and categories of the the interaction and implementing coaching and training plans.
 * Interaction Trending and Discovery through visibility into emerging and unknown interactions across topic, category and customer intention.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=Genesys Interaction Analytics is a browser-based user interface. Access control for specific roles (such as Quality Management, Analysts, Team Leaders, Administrators) is handled via User Security configuration.
@@ Line 89: / Line 84: @@
 UConnector for PureConnect is required to utilize Genesys Intelligence Analytics on PureConnect
 |RequiresAll=EE22
 |CloudAssumptionsAdditional=Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Engage cloud.
@@ Line 104: / Line 92: @@
 Text analytics is not available in Cloud, except for PureConnect Cloud customers.
 |DocVersion=v 1.2.3
 |SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}}, which is expected to be available for Genesys Engage cloud customers from Q2 2018 for customers using Genesys Interaction Recording.

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

@@ Line 97: / Line 97: @@
 |PremiseAssumptionsAdditional=
 |SMART_CloudAssumptions=
-|CloudAssumptionsAdditional=Use in conjunction with 3rd-party recording solutions is NOT supported for PureEngage Cloud.
+|CloudAssumptionsAdditional=Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Engage cloud.
 The SpeechMiner Administration Tool (SMART) is not currently available to end customers for their use in Cloud. Additional support from Genesys is therefore required to carry out administration on the customer's behalf.
@@ Line 108: / Line 108: @@
 |Conditions=
 |DocVersion=v 1.2.3
-|SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}}, which is expected to be available for PureEngage Cloud customers from Q2 2018 for customers using Genesys Interaction Recording.
+|SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=Requires {{#mintydocs_link:topic=EE22}}, which is expected to be available for Genesys Engage cloud customers from Q2 2018 for customers using Genesys Interaction Recording.
-Use in conjunction with 3rd-party recording solutions is NOT supported for PureEngage Cloud.
+Use in conjunction with 3rd-party recording solutions is NOT supported for Genesys Engage cloud.
 The SpeechMiner Administration Tool (SMART) is not currently available to end customers for their use in Cloud. Additional support from Genesys is therefore required to carry out administration on the customer's behalf.