UseCases/Current/GenesysEngage-onpremises/SL06 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T16:28:08Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:17:04Z

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"

2021-11-09T21:06:50Z

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

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

2021-11-09T20:29:00Z

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

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

2021-05-10T14:26:13Z

UCC: Updated benefits to align with calculators

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

2021-02-16T12:53:05Z

UCC: Updated benefits to align with calculators

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Shane.landy@genesys.com: UCC: Updated Product Category

2020-12-08T18:27:40Z

UCC: Updated Product Category

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Shlandy93 at 10:49, October 8, 2020

2020-10-08T10:49:03Z

Shlandy93 at 10:33, September 30, 2020

2020-09-30T10:33:28Z

Shlandy93 at 17:19, July 15, 2020

2020-07-15T17:19:04Z

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@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 25: / Line 13: @@
 |UCBenefit=Predictive Routing identifies the best agent for each customer interaction, reducing the likelihood of customer churn to protect revenues.
 }}
 |UCSummary=Consider a retail bank that wants to upsell credit cards to its existing customers. Depending on the customer attributes (such as income), the bank wants to maximize both the conversion rate and the credit limit that the customer accepts, resulting in a higher overall revenue. This use case is based on a measure of sales revenue driven from a Sales reporting application (such as CRM).
@@ Line 141: / Line 141: @@
 <sup>*</sup>A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort.
 |GeneralAssumptions=*Requires Product Management approval.
-*Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from the Genesys Multicloud CX and components deployed in your own environment.
+*Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from components deployed in your own environment.
 *Predictive Routing is offered as a managed service by Genesys Professional Services, who deal with all aspects of machine-learning model creation and maintenance. A Professional Services package is mandatory for implementation and support of Predictive Routing.
 *The standard deployment materials address Inbound voice interactions based on Genesys Info Mart data only.
 *Integration of additional data sources, whether Genesys or 3rd-party, requires a dedicated assessment and implementation by Genesys Professional Services.
@@ Line 165: / Line 166: @@
 |Exceptions=CE12
 |PremiseAssumptionsAdditional=<br />
 |RelatedDocs={{TSSection
 |sectionheading=Data Loader

@@ Line 1: / Line 1: @@
 {{SMART UseCase
-|UCIntro=This use case is based on {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Gxxx Exxx on-premises}}.
+|UCIntro=This use case is based on {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}}.
 The capabilities described in this use case are under shipping control. Contact your Genesys representative for additional details.
@@ Line 7: / Line 7: @@
 A Sales KPI is a metric measuring the sales outcome of an interaction, in contrast to Service KPIs, which measure a Customer Experience or efficiency outcome. Sales KPIs can be a sales conversion rate, a sales revenue amount, a retention rate, a collection promise to pay. This use case focuses on improving revenue for inbound voice calls, but can also be extended to other sales-related KPIs. The impacts of choosing another KPI or another channel type are documented in this use case wherever applicable.
-Predictive Routing also applies to optimize Services KPIs. See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Gxxx Exxx on-premises}}.
+Predictive Routing also applies to optimize Services KPIs. See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}}.
 Traditional routing is designed to match customers to agents through skills-based or group-based logic rather than improving KPI. Unlike traditional routing, Predictive Routing uses machine learning to detect patterns in historical data to build a predictive model. This model improves KPIs by ranking agents before making the match with customers. This model also addresses the operational challenges that occur in understaffing and overstaffing scenarios while balancing the service level with improving KPI.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
-|UCIntro=This use case is based on {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}}.
+|UCIntro=This use case is based on {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Gxxx Exxx on-premises}}.
 The capabilities described in this use case are under shipping control. Contact your Genesys representative for additional details.
@@ Line 7: / Line 7: @@
 A Sales KPI is a metric measuring the sales outcome of an interaction, in contrast to Service KPIs, which measure a Customer Experience or efficiency outcome. Sales KPIs can be a sales conversion rate, a sales revenue amount, a retention rate, a collection promise to pay. This use case focuses on improving revenue for inbound voice calls, but can also be extended to other sales-related KPIs. The impacts of choosing another KPI or another channel type are documented in this use case wherever applicable.
-Predictive Routing also applies to optimize Services KPIs. See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}}.
+Predictive Routing also applies to optimize Services KPIs. See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Gxxx Exxx on-premises}}.
 Traditional routing is designed to match customers to agents through skills-based or group-based logic rather than improving KPI. Unlike traditional routing, Predictive Routing uses machine learning to detect patterns in historical data to build a predictive model. This model improves KPIs by ranking agents before making the match with customers. This model also addresses the operational challenges that occur in understaffing and overstaffing scenarios while balancing the service level with improving KPI.

@@ Line 142: / Line 142: @@
 <sup>*</sup>A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort.
 |GeneralAssumptions=*Requires Product Management approval.
-*Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from the Genesys Engage Cloud and components deployed in your own environment.
+*Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from the Genesys Multicloud CX and components deployed in your own environment.
 *Predictive Routing is offered as a managed service by Genesys Professional Services, who deal with all aspects of machine-learning model creation and maintenance. A Professional Services package is mandatory for implementation and support of Predictive Routing.
 *The standard deployment materials address Inbound voice interactions based on Genesys Info Mart data only.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |UCIntro=This use case is based on {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}}.
@@ Line 22: / Line 12: @@
 Predictive Routing has built-in A/B Testing to demonstrate the uplift of the KPI provided through use of machine learning.  Predictive Routing leverages a variety of Genesys or third party data sources in order to build high quality predictors.
 |UCSummary=Consider a retail bank that wants to upsell credit cards to its existing customers. Depending on the customer attributes (such as income), the bank wants to maximize both the conversion rate and the credit limit that the customer accepts, resulting in a higher overall revenue. This use case is based on a measure of sales revenue driven from a Sales reporting application (such as CRM).
@@ Line 138: / Line 141: @@
 <sup>*</sup>A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort.
 |GeneralAssumptions=*Requires Product Management approval.
 *Predictive Routing solution is offered to on-premises customers in a hybrid architecture that incorporates core functionality served from the Genesys Engage Cloud and components deployed in your own environment.
@@ Line 163: / Line 165: @@
 |Exceptions=CE12
 |PremiseAssumptionsAdditional=<br />
 |RelatedDocs={{TSSection
 |sectionheading=Data Loader

@@ Line 10: / Line 10: @@
 |UCBenefit=Increased sales success leads directly to improved satisfaction for sales reps.
 }}
-|UCIntro=This use case is based on[https://repository.docs.genesys.com/Draft:UseCases/Current/Genesys Engage/BO06 Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage]
+|UCIntro=This use case is based on {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}}
 |UCOverview=Business leaders want to improve their business Key Performance Indicators (KPI), leverage the innovation in Artificial Intelligence and drive business decisions with the abundance of data and context available in their business. Predictive Routing uses machine learning to support optimization of Sales KPIs.
 A Sales KPI is a metric measuring the sales outcome of an interaction, in contrast to Service KPIs, which measure a Customer Experience or efficiency outcome. Sales KPIs can be a sales conversion rate, a sales revenue amount, a retention rate, a collection promise to pay. This use case focuses on improving revenue for inbound voice calls, but can also be extended to other sales-related KPIs, and other channel types with custom PS effort. The impacts of choosing another KPI or another channel type are documented in this use case wherever applicable.
-Predictive Routing also applies to optimize Services KPIs. See
+Predictive Routing also applies to optimize Services KPIs. See {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}}.
 Traditional routing is designed to match customers to agents through skills-based or group-based logic rather than improving KPI. Unlike traditional routing, Predictive Routing uses machine learning to find signals in historical data to build a predictive model. This model improves KPIs by ranking agents before making the match with customers. This model also addresses the operational challenges that occur in understaffing and overstaffing scenarios while balancing the service level with improving KPI.
@@ Line 253: / Line 251: @@
 <sup>*</sup>A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort.
-|DocVersion=version 1.1.2
+|DocVersion=version 1.1.3
 |GeneralAssumptions=The following use cases are exceptions where Predictive Routing cannot be integrated:
-*[https://repository.docs.genesys.com/Draft:UseCases/Current/Genesys Engage/CE38 Genesys Email Auto Response (CE38) for Genesys Engage:] : Routing to a Genesys Digital Auto-response.
+*{{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=CE16|display text=Genesys Email Routing (CE16) for Genesys Engage on-premises}}: Routing to a Genesys Digital Auto-response.
-*[https://repository.docs.genesys.com/Draft:UseCases/Current/Genesys Engage/EE04 Genesys Schedule-based Routing (EE04) for Genesys Engage]:   Enable Schedule-based routing.
+*{{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=EE04|display text=Genesys Schedule-based Routing (EE04) for Genesys Engage on-premises}}: Enable Schedule-based routing.
 *Self-Service Use Cases
 *Outbound preview + agent reservation used for Predictive and progressive outbound
@@ Line 292: / Line 290: @@
 *'''<span class="s1">Requires PM approval.</span>'''
-Please reference [https://repository.docs.genesys.com/Draft:UseCases/Current/Genesys Engage/BO06 Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage] for a complete list of assumptions.
+Please reference {{Link-AnywhereElse|product=UseCases|version=Current|manual=GenesysEngage-onpremises|topic=BO06|display text=Genesys Predictive Routing for Customer Service (BO06) for Genesys Engage on-premises}} for a complete list of assumptions.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is currently not supported in Genesys Engage cloud, Genesys Cloud, or PureConnect Premise or Cloud.
 }}
 }}

@@ Line 253: / Line 253: @@
 <sup>*</sup>A/B reports can be developed from any standard or custom Info Mart data. If the outcomes data is NOT integrated with Info Mart, the creation of A/B reports must be evaluated as a separate effort.
 |GeneralAssumptions=The following use cases are exceptions where Predictive Routing cannot be integrated:
 * [https://repository.docs.genesys.com/Draft:UseCases/Current/Genesys Engage/CE38 Genesys Email Auto Response (CE38) for Genesys Engage:] : Routing to a Genesys Digital Auto-response.
-* [https://repository.docs.genesys.com/Draft:UseCases/Current/Genesys Engage/EE04 Genesys Schedule-based Routing (EE04) for Genesys Engage]:   Enable Schedule-based routing.
+*[https://repository.docs.genesys.com/Draft:UseCases/Current/Genesys Engage/CE38 Genesys Email Auto Response (CE38) for Genesys Engage:] : Routing to a Genesys Digital Auto-response.
-* Self-Service Use Cases
+*[https://repository.docs.genesys.com/Draft:UseCases/Current/Genesys Engage/EE04 Genesys Schedule-based Routing (EE04) for Genesys Engage]:   Enable Schedule-based routing.
-* Outbound preview + agent reservation used for Predictive and progressive outbound
+*Self-Service Use Cases
-* Callback, web monitor, proactive assist, co-browse, and Knowledge Management.
+*Outbound preview + agent reservation used for Predictive and progressive outbound
-|CustomerAssumptions=* Customer has all compatible versions of URS, IRD, Composer, GIM, GCXI, GII and Pulse or upgrades have been scoped in to the project plan.
+*Callback, web monitor, proactive assist, co-browse, and Knowledge Management.
-* Customer has necessary systems and processes in place to track results and measure impact over the life of the model
+|CustomerAssumptions=*Customer has all compatible versions of URS, IRD, Composer, GIM, GCXI, GII and Pulse or upgrades have been scoped in to the project plan.
-* Customer identification must be available and stored in Infomart.
+*Customer has necessary systems and processes in place to track results and measure impact over the life of the model
-* Significant percentage of interactions require to have a customer id linked. If less than 10 percent interactions have a customer id then building models may not be feasible
+*Customer identification must be available and stored in Infomart.
 |RequiresOr=CE01, CE02
 |Optional=CE16, CE18, CE19, EE14
-|Exceptions=CE38, CE12, EE04
+|Exceptions=CE12, EE04
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=This use case is for revenue optimization but can be extended to other Sales KPIs.
@@ Line 291: / Line 289: @@
 |Premise_Assumption=The revenue definition chosen in this use case is illustrative and needs to be adapted for each project.
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is currently not supported in Genesys Engage cloud, Genesys Cloud, or PureConnect Premise or Cloud.
 }}
 }}