UseCases/Current/PureConnect/BO02 - Revision history

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

2021-02-12T14:58:26Z

UCC: Updated benefits to align with calculators

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

2021-02-03T13:18:52Z

UCC: Updated benefits to align with calculators

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

2021-01-29T15:55:01Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 15:20, December 9, 2020

2020-12-09T15:20:34Z

Shlandy93 at 11:45, August 12, 2020

2020-08-12T11:45:43Z

Shlandy93 at 12:19, August 11, 2020

2020-08-11T12:19:22Z

Shlandy93 at 11:47, July 20, 2020

2020-07-20T11:47:46Z

Shlandy93 at 09:26, April 20, 2020

2020-04-20T09:26:52Z

Shlandy93 at 10:57, March 27, 2020

2020-03-27T10:57:07Z

Shlandy93 at 10:10, March 10, 2020

2020-03-10T10:10:40Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Deliver all committed tasks on time to customers. Automation of lead follow-up ensures faster responses to prospects, improving their experience. Rigorously applying skills-based routing to match segmented leads with the best-skilled employee.
 }}{{SMART Benefits
@@ Line 14: / Line 7: @@
 |UCBenefit=Remove cherry picking by pushing the tasks to the right agents. Increase throughput, utilization, and efficiency in agents' work, by delivering the tasks to the agents’ universal desktops in push mode via screen pop together with interaction context and history in blending mode
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition
+|UCBenefitID=Reduced Employee Attrition
 |UCBenefit=Offer fair distribution of workload across the available resources.
 }}{{SMART Benefits
@@ Line 23: / Line 16: @@
 |UCBenefit=Value-based prioritization speeds up response times for important leads, increasing conversion rates and revenue. Prioritizing and re-prioritizing leads based on various business values at that moment in time.
 }}
 |UCSummary=A customer journey initiates different process steps that may require manual intervention. The corresponding work items / tasks are created in CRM/BPM/Workflow systems, which play the role of source systems for tasks, but often distribute these tasks to separate queues.
@@ Line 194: / Line 194: @@
 *Any changes within the source system that are needed for the integration with Genesys are the customer's responsibility.<br />
 *The task is managed/completed in the source application, so the agent needs to have access to the source application (BPM/CRM). To enable popup of the task in the source activation, a URL must be provided to Genesys together with the task. Otherwise the agent must pull the task manually.
-|SMART_CloudAssumptions={{SMART CloudAssumptions
+|DocVersion=V 1.1.1
 }}

@@ Line 9: / Line 9: @@
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
-|UCBenefit=Deliver all committed tasks on time to customers
+|UCBenefit=Deliver all committed tasks on time to customers. Automation of lead follow-up ensures faster responses to prospects, improving their experience. Rigorously applying skills-based routing to match segmented leads with the best-skilled employee.
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Utilization
-|UCBenefit=Remove cherry picking by pushing the tasks to the right agents
+|UCBenefit=Remove cherry picking by pushing the tasks to the right agents. Increase throughput, utilization, and efficiency in agents' work, by delivering the tasks to the agents’ universal desktops in push mode via screen pop together with interaction context and history in blending mode
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Attrition
-|UCBenefit=Offer fair distribution of workload across the available resources
+|UCBenefit=Offer fair distribution of workload across the available resources.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Administration Costs
 |UCBenefit=Reduce manual distribution and task monitoring by supervisors via automation, including scheduling and reporting through intelligent task distribution. Add visibility into employee and group performance.
 }}
 |UCSummary=A customer journey initiates different process steps that may require manual intervention. The corresponding work items / tasks are created in CRM/BPM/Workflow systems, which play the role of source systems for tasks, but often distribute these tasks to separate queues.

@@ Line 11: / Line 11: @@
 |UCBenefit=Deliver all committed tasks on time to customers
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Remove cherry picking by pushing the tasks to the right agents
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Increase throughput, utilization, and efficiency in agents' work, by delivering the tasks to the agents’ universal desktops in push mode via screen pop together with interaction context and history in blending mode
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 10: / Line 17: @@
 |UCBenefit=Increase throughput, utilization, and efficiency in agents' work, by delivering the tasks to the agents’ universal desktops in push mode via screen pop together with interaction context and history in blending mode
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition Rate
+|UCBenefitID=Improved Employee Attrition
 |UCBenefit=Offer fair distribution of workload across the available resources
 }}{{SMART Benefits
@@ Line 16: / Line 23: @@
 |UCBenefit=Reduce manual distribution and task monitoring by supervisors via automation, including scheduling and reporting through intelligent task distribution. Add visibility into employee and group performance.
 }}
 |UCSummary=A customer journey initiates different process steps that may require manual intervention. The corresponding work items / tasks are created in CRM/BPM/Workflow systems, which play the role of source systems for tasks, but often distribute these tasks to separate queues.

@@ Line 55: / Line 55: @@
 * Generic Objects should be contained within their own Queues for Genesys WFM forecasting and scheduling
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=The following flows describe the capture of tasks and their distribution to employees, followed by the task handling process the employee follows.
+|BusinessFlow='''(1) Part 1 - Capture and Distribution'''
-'''(1) Part 1 - Capture and Distribution'''
+The following flows describe the capture of tasks and their distribution to employees, followed by the task handling process the employee follows.
 |BusinessImage=https://www.lucidchart.com/documents/edit/efbc4afa-e29c-46ca-893f-e39ae6ac7efb/0
 |BusinessFlowDescription='''Part 1 - Capture and Distribution'''

@@ Line 57: / Line 57: @@
 |BusinessFlow=The following flows describe the capture of tasks and their distribution to employees, followed by the task handling process the employee follows.
-'''Part 1 - Capture and Distribution'''
+'''(1) Part 1 - Capture and Distribution'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/efbc4afa-e29c-46ca-893f-e39ae6ac7efb/0
 |BusinessFlowDescription='''Part 1 - Capture and Distribution'''
 # The source system (the BPM / CRM / business system storing and processing the work items associated with business processes) requires an employee to handle one of its work items. The source system uses the Genesys Generic Objects API to create a corresponding task in Genesys.
-# Genesys captures the new task and creates a new interaction in the system.
+#The source system (the BPM / CRM / business system storing and processing the work items associated with business processes) requires an employee to handle one of its work items. The source system uses the Genesys Generic Objects API to create a corresponding task in Genesys.
-# The interaction is prioritized according to the configuration.
+#Genesys captures the new task and creates a new interaction in the system.
-# The task is queued with all other interactions in the system. The priority of the task defines the position of the task in the queue. Once an employee with the right skill becomes available to handle the task, the task is distributed to the employee.
+#The interaction is prioritized according to the configuration.
-# The task opens on the employee desktop.
+#The task is queued with all other interactions in the system. The priority of the task defines the position of the task in the queue. Once an employee with the right skill becomes available to handle the task, the task is distributed to the employee.
-# The Genesys employee desktop opens the corresponding work item URL in the source system.
+#The task opens on the employee desktop.
-# The employee handles the task in the source system.
+#The Genesys employee desktop opens the corresponding work item URL in the source system.
 }}{{SMART BusinessImageFlow
-|BusinessFlow=Part 2 - Task Handling
+|BusinessFlow='''(2) Part 2 - Task Handling'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/0096f5b7-7e7b-4ff3-abb7-2d599a37673d/0
 |BusinessFlowDescription='''Part 2 - Task Handling'''
 # The employee finishes working on the task in the source system, then decides on the next step.
-# The employee may be able to complete the task so that no further action is required.
+#The employee finishes working on the task in the source system, then decides on the next step.
-#* The employee completes the task in the source system.
+#The employee may be able to complete the task so that no further action is required.
-#* Then the work is finished within the Genesys employee desktop (“Disconnect”).
+#*The employee completes the task in the source system.
-#* The employee then selects the appropriate wrap-up code.
+#*Then the work is finished within the Genesys employee desktop (“Disconnect”).
-# The employee may need to reschedule the task because, for example, the customer is available only on the next day. In this case, the employee reschedules the task via the source system (see Reschedule Task).
+#*The employee then selects the appropriate wrap-up code.
-# The employee may not be able to handle the task because it is wrongly classified. In this case, the employee reclassifies the task via the source system (see Reclassify Task).
+#The employee may need to reschedule the task because, for example, the customer is available only on the next day. In this case, the employee reschedules the task via the source system (see Reschedule Task).
-# The employee may coincidentally finish the task in the Genesys employee Desktop without any update in the source system (“Disconnect”). In this case, no further action is taken by Genesys.
+#The employee may not be able to handle the task because it is wrongly classified. In this case, the employee reclassifies the task via the source system (see Reclassify Task).
 }}
 |BusinessLogic='''Task Classification and Prioritization'''
 * <span><span></span></span><span>Once a task has been created within the Genesys system, the system</span>assigns the priority settings for handling the task (Task Prioritization). For example, the business process defines the queues needed to handle the task. Prioritization is based on the attributes associated with tasks and on the configuration described below.
 ====Attributes====
@@ Line 92: / Line 95: @@
 '''Priority Rules''' Priority rules are applied to the task initially after being captured by setting:
 * an initial value for the priority
-* the initial priority remains for the duration of the interaction
+*an initial value for the priority
-** Priority rules can be changed through a professional services engagement to meet your needs
+*the initial priority remains for the duration of the interaction
-** In a blended environment, the priority ranges used for tasks are synchronized with the priority ranges for other media.
+**Priority rules can be changed through a professional services engagement to meet your needs
 ====Task Life Cycle/Task Completion====
 Tasks within Genesys are completed via the source system. The logical flow is as follows:
 # The employee completes a task in the source system. After this, the employee clicks “Disconnect” in Genesys to signal that the task is complete.
-# The employee is then ready for the distribution of a new task and setting the disposition code in Genesys.
+#The employee completes a task in the source system. After this, the employee clicks “Disconnect” in Genesys to signal that the task is complete.
 Throughout the lifecycle of the task, supervisors and managers have access to the task. This enables management to view the status and contents and to manually retrieve work items.
 ====Reclassify Tasks====
 An employee might also need to reclassify a task. Reclassification is handled through the source system and depends on source system functionality and integration with Generic Objects. The logical flow is:
 # The employee determines that a task needs to be reclassified.
-# Either
+#The employee determines that a task needs to be reclassified.
-## The agent reclassified the task within the source system and disconnects within Genesys.
+#Either
-### The source system completes the first task and resubmits the reclassified task.
+##The agent reclassified the task within the source system and disconnects within Genesys.
-### In this instance, the source system is typically used for historical reporting.
+###The source system completes the first task and resubmits the reclassified task.
-## The agent transfers the task to the appropriate queue in Genesys.
+###In this instance, the source system is typically used for historical reporting.
-### in this instance, the Genesys reporting is typically used.
+##The agent transfers the task to the appropriate queue in Genesys.
 |DistributionImageFlow={{SMART DistributionImageFlow
 |DistributionFlowIntro=The following diagram shows the distribution flow:
 |DistributionImage=https://www.lucidchart.com/documents/edit/7001c70a-5e03-4126-942a-02215415e611
-|DistributionFlowDescription=# A task needs to be distributed.<br />
+|DistributionFlowDescription=#A task needs to be distributed.<br />
-# The task targets the primary agent based on the skills assigned on the task. This is typically the best-skilled employees for this task.
+#The task targets the primary agent based on the skills assigned on the task. This is typically the best-skilled employees for this task.
-# If the task cannot be distributed to the primary target within the defined period, Genesys expands distribution to the secondary target.
+#If the task cannot be distributed to the primary target within the defined period, Genesys expands distribution to the secondary target.
-# If the task cannot be distributed to the secondary target within the defined period, Genesys expands distribution to the tertiary target.
+#If the task cannot be distributed to the secondary target within the defined period, Genesys expands distribution to the tertiary target.
-# Genesys waits for an employee satisfying the skill and skill level requirements for the tertiary target until the task can be distributed.
+#Genesys waits for an employee satisfying the skill and skill level requirements for the tertiary target until the task can be distributed.
 }}
 |DistributionLogic='''Skill-based routing'''
 This use case provides a predefined routing strategy that creates all the queues needed to assign a task to a specific employee. The routing strategy is based on distribution via skill, ensuring that a task is distributed to the best suitable employee independent of place in the organization. The required skill is defined by the Generic Objects configuration. Each employee has one or more queues associated with their profile and a skill level associated with each queue, known as proficiencies. The skill level is used to define primary, secondary, and tertiary targets within the routing logic described below. The targets are defined as follows:
 * Primary target = employees with base skill level > N
-* Secondary target = employees with base skill level > M
+*Primary target = employees with base skill level > N
-* Tertiary target = employees with base skill level > P
+*Secondary target = employees with base skill level > M
 The values for N, M, and P are configurable based on Queue.The distribution logic supports Redirect on No Answer (RONA): if an employee does not accept a distributed task, the task is routed to another employee after a timeout. The first employee is set to not ready. This use case is combined with use cases for different media types. In this case, blending with other media types is supported including the required configuration of capacity rules.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 19: / Line 16: @@
 |UCBenefit=Reduce manual distribution and task monitoring by supervisors via automation, including scheduling and reporting through intelligent task distribution. Add visibility into employee and group performance.
 }}
 |UCOverview=The work distribution system is designed to capture, prioritize, and effectively distribute tasks across multiple departments to the best-suited employee, based on employees, skills, and availability. This is achieved when the system is integrated with one or multiple task source systems (like CRM, BPM, and Workflow systems) where tasks related to customers are created and stored.
@@ Line 30: / Line 26: @@
 The Genesys work distribution system captures tasks created in the source systems, then places them into the queue and prioritizes the tasks based on configuration. The Genesys work distribution system can distribute all interactions (voice / non-voice) to the best-skilled agent just in time, as they become due based upon their priorities. Through blending with other media types, this use case enables Front Office-Back Office integration.
 |PainPoints=* Unable     to measure and report on employee utilization
 * No     visibility into work item queues and backlogs
@@ Line 44: / Line 39: @@
 * Insights into workforce skills and proficiency
 |BuyerPersonas=Head of Customer Experience, Head of Ecommerce, Head of Business Units
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM HA (Optional), Genesys 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), Workspace Desktop Edition
 |CloudAssumptionsAdditional_Sales='''Capabilities Assumption: '''
 This use case is available on PureConnect Cloud
@@ Line 56: / Line 49: @@
 * Generic Objects will be treated as immediate work within Optimizer
 * Generic Objects should be contained within their own queues for Genesys WFM forecasting and scheduling
 |PremiseAssumptionsAdditional_Sales=This use case is available on Premises. Currently, there is real-time reporting that is specific to generic objects on Premises and standard reporting is used to monitor current status.
 * No Recorder Support for Generic Objects
@@ Line 139: / Line 131: @@
 |AgentDeskRequirements='''Task Handling-related Requirements'''
 The agent desktop provides the following functionality:
 * Task processing from generic objects
-* Auto vs manual answer
+*Task processing from generic objects
-* Popup of the task in the source system via URL, or display of the source system ID that is used to manually open a task in the source system
+*Auto vs manual answer
 <span style="font-size: 16.24px; font-weight: bold;">General Requirements</span>
@@ Line 148: / Line 141: @@
 The customer can choose for this use case from either:
 * Interaction Desktop or
-* Interaction Connect
+*Interaction Desktop or
 <span style="font-size: 17.92px; font-weight: bold;">Premises and Cloud</span>
@@ Line 159: / Line 153: @@
 '''Statistics Displayed on the Desktop'''<br />The required statistics to be presented on the agent desktop consist of an agent, status, and interactions statistics.<br />The status statistics are easily configurable by the end user.
-Below is an example of Generic Object statistics that are available in Interaction Connect Business Manager for the workgroup.<br />[[File:Workgroup Statistics.png|center|middle|frameless|Business Manager Workgroup Statistics]]
+Below is an example of Generic Object statistics that are available in Interaction Connect Business Manager for the workgroup.<br />[[File:Workgroup Statistics.png|center|frameless|Business Manager Workgroup Statistics]]
-|RealTimeReporting======Workgroup Queue=====
+|RealTimeReporting='''Workgroup Queue'''
 You can view live statistical data for a selected workgroup queue in an efficient and highly visual format. Service Level, Abandon Rate and Wait Time statistics display prominently. You can compare statistics for selected workgroup queues by displaying this view multiple times and selecting a different workgroup each time. With the appropriate license, you can select which statistics you want to view and also enable alerts for the statistics.
-====Agent Statistics====
 The Agent Statistics view summarizes the activity of a single agent in a selected workgroup. This view enables supervisors to manage agents. It shows user status, workgroup activation status, and the selected agent's specific statistics. It includes a queue view of the interactions assigned to the agent.
-|HistoricalReporting====='''Queue Service Level'''====
+|HistoricalReporting='''Queue Service Level'''
 The Queue Service Level report provides the ability to see the summary and details of up to 12 configured service levels in an absolute or cumulative view with a percentage option.
-===='''Queue Summary and Detail'''====
 The Queue Summary and Detail report presents summarized statistical data along with detailed statistics on workgroup queues. The statistics are reported, grouped, and summarized by any combination of the queue, media type, interval, skill, or DNIS. Data for calls answered or abandons is summarized and displayed when a single service level configuration is present in the data selected but is otherwise suppressed. The report also displays a chart for interactions distributions and service level.
-===='''Wrap Up Codes'''====
 The Wrap Up Codes Report displays statistics for completed interactions, summarized by the group, including; Wrap-up code, Queue, User, or Date. The flexibility in creating this report allows the User to display the groups in any order or not include a group in the report. The report also allows the User to choose to display interaction details.
-===='''Queue Period Statistics Agent Wrap Up Code by Queue Detail Report'''====
 This report enables a supervisor to see the wrap-up codes and related detailed statistics (number of interactions, average talk time, total talk time, average ACW, total ACW, and the number of supervisor requests) for each agent in each queue. A wrap-up code of "NS" means the user did not specify a wrap-up code in the specified time period, even though wrap-up codes were enabled and offered.
-===='''Queue Period Statistics Wrap-up Code Summary Report'''====
 This report enables a supervisor to see the wrap-up codes and related summary statistics (number of interactions, average talk time, total talk time, average ACW, total ACW, and the number of supervisor requests) for each agent or each queue. A wrap-up code of "NS" means the user did not specify a wrap-up code in the specified time period, even though wrap-up codes were enabled and offered. A wrap-up code of "-" (dash) indicates a regular interaction where no wrap-up code was offered, specified, or entered.
 |GeneralAssumptions=There are known limitations on workforce planning for Generic Objects. For more information please contact your account team.
@@ Line 178: / Line 184: @@
 *Any changes within the source system that are needed for the integration with Genesys are the customer's responsibility.<br />
 *The task is managed/completed in the source application, so the agent needs to have access to the source application (BPM/CRM). To enable popup of the task in the source activation, a URL must be provided to Genesys together with the task. Otherwise the agent must pull the task manually.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is currently not supported in Cloud.
 }}
 }}

@@ Line 26: / Line 26: @@
 The Genesys work distribution system captures tasks created in the source systems, then places them into the queue and prioritizes the tasks based on configuration. The Genesys work distribution system can distribute all interactions (voice / non-voice) to the best-skilled agent just in time, as they become due based upon their priorities. Through blending with other media types, this use case enables Front Office-Back Office integration.
-|PainPoints=Unable to measure and report on:
+|PainPoints=* Unable     to measure and report on employee utilization
-* Work completion
+* No     visibility into work item queues and backlogs
-* Employee utilization
+* Work     items split across CRM, ERP, BPM and other enterprise systems
-* SLA adherence
+* Employee’s     cherry pick work
-* No visibility into task queues and backlogs
+* Work     items are pulled rather than pushed to employees
-* Tasks split across CRM, ERP, BPM and other enterprise systems
+* Unable     to plan omni-channel resourcing to match peak online activity
-* Employee’s cherry pick work
+|DesiredState=* Single global task list (both real-time and offline)
-* Tasks are pulled rather than pushed to employees
+* Real time and continuous prioritization of work
-* Unable to plan omni-channel resourcing to match peak online activity
+* Automation of SLA Management
-|DesiredState=* Real-time and continuous prioritization of task
+* Consolidated Employee Desktop with full context of the work item inputs
-* Automation of SLA Management
+* Equitable distribution of work items across employee base
-* Proactive Notification of task progress to management
+* Insights into workforce skills and proficiency
 |BuyerPersonas=Head of Customer Experience, Head of Ecommerce, Head of Business Units
 |MaturityLevel=Consistent
@@ Line 171: / Line 166: @@
 ===='''Queue Period Statistics Wrap-up Code Summary Report'''====
 This report enables a supervisor to see the wrap-up codes and related summary statistics (number of interactions, average talk time, total talk time, average ACW, total ACW, and the number of supervisor requests) for each agent or each queue. A wrap-up code of "NS" means the user did not specify a wrap-up code in the specified time period, even though wrap-up codes were enabled and offered. A wrap-up code of "-" (dash) indicates a regular interaction where no wrap-up code was offered, specified, or entered.
 |GeneralAssumptions=There are known limitations on workforce planning for Generic Objects. For more information please contact your account team.
-|CustomerAssumptions=* Integration of the source system with Genesys is handled by the customer.
+|CustomerAssumptions=*Integration of the source system with Genesys is handled by the customer.
-* Any changes within the source system that are needed for the integration with Genesys are the customer's responsibility.<br />
+*Any changes within the source system that are needed for the integration with Genesys are the customer's responsibility.<br />
-* The task is managed/completed in the source application, so the agent needs to have access to the source application (BPM/CRM). To enable popup of the task in the source activation, a URL must be provided to Genesys together with the task. Otherwise the agent must pull the task manually.
+*The task is managed/completed in the source application, so the agent needs to have access to the source application (BPM/CRM). To enable popup of the task in the source activation, a URL must be provided to Genesys together with the task. Otherwise the agent must pull the task manually.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is currently not supported in Cloud.
 }}
 }}