UseCases/Current/GenesysEngage-onpremises/SL05 - Revision history

Shlandy93: Redirected page to UseCases/Current/GenesysEngage-onpremises/BO02

2020-09-21T14:28:06Z

Redirected page to UseCases/Current/GenesysEngage-onpremises/BO02

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Shlandy93 at 10:23, August 11, 2020

2020-08-11T10:23:31Z

Shlandy93 at 17:13, July 15, 2020

2020-07-15T17:13:19Z

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WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/SL05 to UseCases/Current/GenesysEngage-onpremises/SL05: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:38Z

WikiSysop moved page UseCases/Current/PureEngage/SL05 to UseCases/Current/GenesysEngage-onpremises/SL05: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 15:21, April 16, 2020

2020-04-16T15:21:37Z

Shlandy93 at 11:00, March 30, 2020

2020-03-30T11:00:40Z

Shlandy93 at 11:06, March 10, 2020

2020-03-10T11:06:20Z

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

2020-01-20T22:04:13Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:08Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:08Z

Published

@@ Line 71: / Line 71: @@
 |PremiseAssumptionsAdditional_Sales=* This use case is available on Premise
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow='''Lead Capture (out of scope for the use case)'''
+|BusinessFlow='''(1) Lead Capture (out of scope for the use case)'''
 Lead Capture (out of scope for the use case) The logic, which triggers the creation of a lead within Genesys, depends on the web site and is out of the scope of this use case. When a lead is detected logic on the company web site or lead capture system will create a new lead within Genesys. A typical scenario is an abandoned shopping cart event as is shown in the following diagram:
@@ Line 82: / Line 82: @@
 #If he does not proceed with his buying process or closes the browser, a lead is generated. All relevant data is collected by the web site and the lead is created in Genesys for distribution to a lead development representative.
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Business Flow - Distribution'''
+|BusinessFlow='''(2) Business Flow - Distribution'''
 The following diagram shows the business flow of the use case:
@@ Line 99: / Line 99: @@
 #The lead development representative will handle the lead and attempt to call the lead using the provided contact data.
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Business Flow - Lead Handling'''
+|BusinessFlow='''(3) Business Flow - Lead Handling'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/8977843f-84ce-418c-9121-aca541bbc985/0
 |BusinessFlowDescription=Business Flow - Lead Handling
@@ Line 566: / Line 566: @@
 *Number leads received (total, for current day)
 *Number calls made (total for current day)
-|RealTimeReporting=The iWD out of the box Pulse templates can provide the following reports in Pulse:
+|RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
-IWD lead development representative Activity: A report presenting lead development representative or lead development representative group activity as it relates to the processing iWD work items type contacts.
+Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations.
-IWD Queue Activity: A queue report presenting an overview of current or near real-time activity associated with the iWD queues.
+Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboards.
-The following diagram shows a typical dashboard configured with iWD templates for work item monitoring.
+The following Genesys Pulse standard reports are particularly relevant for this use case:
-[[File:HighValueLeadManagementPulse1.png|thumbnail|Example of Genesys Pulse Workitem Display]]
+*IWD Agent Activity &mdash; Displays agent or agent group activity as it relates to the processing iWD work items type contacts.
-|HistoricalReporting=Interactive Insights for IWD is used to provide historical reporting. The IWD department and process provide the dimensions for out-of-the box aggregated information in iWD Datamart for them.
+*IWD Queue Activity &mdash; Displays an overview of current or near real-time activity associated with the iWD queues.
-Additional dimensions include:
+See [https://docs.genesys.com/Documentation/EZP/latest/User/RTRTemplatesA Standard Report Templates] for more information.
-*Customer Segment
+Some of the most relevant reports include:
-From lead development representative perspectives have been following statistics defined:
+*[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDIntrDyPrcsDshBrd Intraday Process Dashboard] &mdash;  Provides an Intraday overview of the completed iWD tasks that were overdue, along with the counts, percentages, and averages of completed iWD tasks, including a breakdown of the average amount of time it took to complete tasks. This dashboard provides visual summaries of the detailed information in the on the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDIntrDyPrcs Intraday Process Report].
-Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative.
+See more information, see ''[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome Genesys CX Insights 9.0 User's Guide]'' and [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIForiWD Genesys CX Insights reports for iWD Cloud].
 |CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration.
 *Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads.
@@ Line 604: / Line 598: @@
 *Up to 5 departments with 10 processes each are configured as part of this use case.
 *Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations.
-*Pulse is used for real-time reporting.
+*Genesys Pulse is used for real-time reporting.
 |PremiseAssumptionsAdditional=This use case is available in Premise
 |SMART_CloudAssumptions={{SMART CloudAssumptions

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Occupancy
@@ Line 16: / Line 19: @@
 |UCBenefit=Easy access to lead context speeds up familiarisation and handle time for sales reps.
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Automation of lead follow-up ensures faster responses to prospects, improving their experience.
 }}
@@ Line 55: / Line 58: @@
 *Providing visibility through real-time and historic metrics
 |UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs.
 |PainPoints=* No visibility into lead queues and backlogs
 * Employees cherry pick work
@@ Line 67: / Line 71: @@
 * Equitable distribution of leads across employee base
 * Insights into workforce skills and proficiency
 |MaturityLevel=Defined
 |SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional)
 |PremiseAssumptionsAdditional_Sales=* This use case is available on Premise
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 583: / Line 592: @@
 Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative.
 |CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration.
 *Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads.
@@ Line 591: / Line 601: @@
 *Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations.
 *Pulse is used for real-time reporting.
 |PremiseAssumptionsAdditional=This use case is available in Premise
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is not available in the cloud
 }}
 |DocVersion=v 1.0.2
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Prioritizing and presenting leads to sales reps reduces idle time, increases throughput and improves their utilization.
 }}{{SMART Benefits
@@ Line 39: / Line 39: @@
 '''Lead Grading'''
 * Genesys iWD solution is responsible for the capture, classification, prioritization of leads. The powerful Genesys Rules Engine defines and sorts the leads according to the business imperatives laid down by the business and supported by IT. This lead sorting is reviewed at regular time intervals  to  stay aligned with these Business imperatives. This means business users will manage the outcomes of the processing logic by changing or implementing business rules, through a simple business friendly GUI.
 '''Lead Distribution'''
 * In addition to the capture and prioritizing of leads, Genesys Enterprise Workload Management solution is also responsible for delivering the leads to the correct resource at the right time in order to convert the lead to a sale. This solution leverages the Genesys core routing engine to the back or front office, identifying the available resources with the required skill set and targeting the most urgent lead to that resource.
 '''Benefits of iWD Lead Management'''
 * Visibility into how leads are processed by employees
-* “Managing” items for telesales and marketing rather than relying on people to choose their leads to work on
+*Visibility into how leads are processed by employees
-* Rigorously applying skills-based routing to match lead types to the right skilled resources
+*“Managing” items for telesales and marketing rather than relying on people to choose their leads to work on
-* Prioritizing and Re-Prioritizing leads based on various business rules
+*Rigorously applying skills-based routing to match lead types to the right skilled resources
-* Dynamically matching the demand of leads with the supply of skilled resources throughout the day
+*Prioritizing and Re-Prioritizing leads based on various business rules
-* Providing visibility through real-time and historic metrics
+*Dynamically matching the demand of leads with the supply of skilled resources throughout the day
 |UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs.
 |PainPoints=* No visibility into lead queues and backlogs
@@ Line 580: / Line 583: @@
 Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative.
 |CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration.
 *Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads.
@@ Line 593: / Line 595: @@
 |Cloud_Assumption=This use case is not available in the cloud
 }}
 }}

@@ Line 52: / Line 52: @@
 * Providing visibility through real-time and historic metrics
 |UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs.
-|PainPoints=* Unable to measure and report on:
+|PainPoints=* No visibility into lead queues and backlogs
-* work completion
+* Employees cherry pick work
-* employee utilization
+* Leads are not handled by employees in time and may get lost
-* SLA adherence
+* Leads are pulled rather than pushed to employees
-* No visibility into task queues and backlogs
+* Unable to plan omni-channel resourcing to match peak online activity
-* Tasks split across CRM, ERP, BPM and other enterprise systems
+* Unable to measure and report on employee utilization
-* Employee’s cherry pick work
+|DesiredState=* Single global list of tasks (both real-time and offline)
-* Tasks are pulled rather than pushed to employees
+* Real time and continuous prioritization of leads
-* Unable to plan omnichannel resourcing to match peak online activity
+* Automation of SLA Management
-|DesiredState=* Single global task list (both real-time and offline)
+* Consolidated Employee Desktop with full context of the lead
-* Real time and continuous prioritization of task
+* Equitable distribution of leads across employee base
-* Automation of SLA Management
+* Insights into workforce skills and proficiency
 |MaturityLevel=Defined
 |SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional)
@@ Line 586: / Line 580: @@
 Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative.
-|CustomerAssumptions=* Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration.
+|DocVersion=v 1.0.2
-* Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads.
+|CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration.
-* Any changes within the web site which is needed for the integration with Genesys are within the customer responsibility.
+*Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads.
-* Genesys Interactive Insights for IWD is used for historical reporting.
+*Any changes within the web site which is needed for the integration with Genesys are within the customer responsibility.
-* Workspace Desktop Edition (WDE) is used as lead development representative desktop.
+*Genesys Interactive Insights for IWD is used for historical reporting.
-* Up to 5 departments with 10 processes each are configured as part of this use case.
+*Workspace Desktop Edition (WDE) is used as lead development representative desktop.
-* Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations.
+*Up to 5 departments with 10 processes each are configured as part of this use case.
-* Pulse is used for real-time reporting.
+*Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations.
 |PremiseAssumptionsAdditional=This use case is available in Premise
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is not available in the cloud
 }}
 }}

@@ Line 598: / Line 598: @@
 |Cloud_Assumption=This use case is not available in the cloud
 }}
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.1
 }}

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