UseCases/Current/PureConnect/BO07 - Revision history

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-26T10:37:31Z

UCC: Moved platform assumptions under general assumptions

Shlandy93 at 12:20, August 11, 2020

2020-08-11T12:20:34Z

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Shlandy93 at 11:14, May 12, 2020

2020-05-12T11:14:57Z

Shlandy93 at 09:28, April 20, 2020

2020-04-20T09:28:03Z

Shlandy93 at 11:55, March 27, 2020

2020-03-27T11:55:45Z

Shlandy93 at 10:17, March 10, 2020

2020-03-10T10:17:05Z

Shlandy93 at 13:46, February 24, 2020

2020-02-24T13:46:02Z

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

2020-01-20T20:55:43Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:24Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:24Z

Published

@@ Line 184: / Line 184: @@
 Release Notes:https://help.genesys.com/cic/mergedprojects/wh_rn/desktop/cx_insights.htm
 |HistoricalReporting=Use Interaction Reporter for some performance analysis reports.
-|GeneralAssumptions=Customer should have new analytics feature license enabled to view the dashboards.
+|GeneralAssumptions=* Customer should have new analytics feature license enabled to view the dashboards.
-Drill down capabilities are available for some reports in Interaction Reporter.
+* This use case is for Inbound interactions only.
-|PremiseAssumptionsAdditional=*This use case is for Inbound interactions only.<br />
+* The following user roles will be supported within the scope of this use case: Team Lead, Supervisor, Business Analyst.
-*The following user roles will be supported within the scope of this use case: Team Lead, Supervisor, Business Analyst.
+* Other requirements
-*Other requirements<br />
+** KPI captured and analyzed is part of CX Insights
-**KPI captured and analyzed is part of CX Insights
+** This essential use case is based on the Servicel Level metric and Agent Performance
-**This essential use case is based on the Servicel Level metric and Agent Performance
+** Once anomalies are identified in reports, the team lead/ supervisor can take actions:
-**Once anomalies are identified in reports, the team lead/ supervisor can take actions:
+*** Agent performance in terms of call quality, average wait times
-***Agent performance in terms of call quality, average wait times<br />
+*** Train additional agents with the impacted skill to take care of the call quality influencing interactions.
 |DocVersion=ver 1.0.1
 }}

@@ Line 4: / Line 4: @@
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Reduced Handle Time
+|UCBenefitID=Increased Revenue
-|UCBenefit=Improve efficiency in handling interactions.  Serve more customers in a given period of time.  Reduce staffing needs.
+|UCBenefit=Isolate and track anomalies to facilitate root-cause analysis to remedy issues
 }}{{SMART Benefits
-|UCBenefitID=Reduced IT Operational Costs
+|UCBenefitID=Improved First Contact Resolution
-|UCBenefit=Provide readily available reports through KPI-based reporting
+|UCBenefit=Provide visibility into call repetition pattern in reports
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Reduced Administration Costs
-|UCBenefit=Improve customer experience by reducing Average Wait Time (AWT)
+|UCBenefit=Increase visibility into training needs and skills-based routing through better reporting data. Provide readily available reports through KPI-based reporting
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Reduced Interaction Transfers
-|UCBenefit=Improve occupancy due to increased visibility
+|UCBenefit=Reduce transfers because of additional visibility attained through KPIs that help identify areas of training and skills-based routing optimization
 }}
 |UCIntro=

@@ Line 10: / Line 10: @@
 |UCBenefit=Provide readily available reports through KPI-based reporting
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Improve customer experience by reducing Average Wait Time (AWT)
 }}{{SMART Benefits
@@ Line 16: / Line 16: @@
 |UCBenefit=Improve occupancy due to increased visibility
 }}
 |UCOverview=Business users must be able to report, monitor and make decisions regarding their contact center/customer experience to ensure ongoing improvement and the best business outcomes. Knowing when changes need to be made, the impact of the change, and when not to make changes requires the ability to rapidly identify anomalies and understand the root cause behind the anomalies. Maintaining alignment between routing, reporting, and resources is essential in streamlining the business and driving optimization.
 Companies set their business plans regularly along with the key performance indicator (KPI) objectives that they use to measure customer experience success. To manage the company's contact center objectives and meet end customers' business needs, there is a set of required operational KPIs.
@@ Line 42: / Line 43: @@
 *Wide range of agent and workgroup dashboards with relevant business data<br />
 |BuyerPersonas=Business Analyst, Head of Customer Service, Head of Contact Center(s), Contact Center Supervisor / Manager
 |MaturityLevel=Consistent
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow='''Service Level Analysis'''
@@ Line 133: / Line 140: @@
 * The parameters are part of CX Insights reporting in the agent and workgroup dashboards.
 * The actor investigates the agent performance and decides whether the newly hired agents require training to improve the call quality or if other corrective action should be taken, such as making changes to the routing, scheduling, etc.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 177: / Line 185: @@
 Drill down capabilities are available for some reports in Interaction Reporter.
 |PremiseAssumptionsAdditional=*This use case is for Inbound interactions only.<br />
 *The following user roles will be supported within the scope of this use case: Team Lead, Supervisor, Business Analyst.
@@ Line 188: / Line 202: @@
 |Cloud_Assumption=This use case is available in the PureConnect cloud
 }}
 |DocVersion=ver 1.0.1
 }}

@@ Line 13: / Line 13: @@
 |UCBenefit=Improve customer experience by reducing Average Wait Time (AWT)
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
-|UCBenefit=Improve utilization due to increased visibility
+|UCBenefit=Improve occupancy due to increased visibility
 }}
 |UCOverview=Business users must be able to report, monitor and make decisions regarding their contact center/customer experience to ensure ongoing improvement and the best business outcomes. Knowing when changes need to be made, the impact of the change, and when not to make changes requires the ability to rapidly identify anomalies and understand the root cause behind the anomalies. Maintaining alignment between routing, reporting, and resources is essential in streamlining the business and driving optimization.
@@ Line 173: / Line 173: @@
 Release Notes:https://help.genesys.com/cic/mergedprojects/wh_rn/desktop/cx_insights.htm
 |HistoricalReporting=Use Interaction Reporter for some performance analysis reports.
 |GeneralAssumptions=Customer should have new analytics feature license enabled to view the dashboards.
@@ Line 189: / Line 188: @@
 |Cloud_Assumption=This use case is available in the PureConnect cloud
 }}
 }}

@@ Line 32: / Line 32: @@
 <span>Core refers to an I3_ACCESS_ANALYTICS_CORE license, which grants users the rights to login and view dashboards.</span>
 |PainPoints=*Limited data and reports – missing relevant business data and inconsistent data across channels
-*Limited capabilities – business users unable to easily filter reports, sort or create agent and workgroup reports leveraging business data<br />
+*Limited capabilities – business users unable to easily filter reports, sort or create agent and workgroup reports leveraging business data
 *Agent Performance - Inability to identify the root cause to take appropriate and timely actions
 *SLA drops - Inability to identify the root cause to take appropriate and timely actions
 |DesiredState=*Make informed decisions based on business outcomes
 *Provide end-to-end visibility into your business performance with consistent relevant business data across channels
-*Allow business users to take actions in a timely manner with <span><span></span>easily filter reports, sort or create agent and workgroup reports leveraging business data</span>
+*<span><span></span></span>Allow business users to take actions in a timely manner with <span><span></span>easily filter reports, sort or create agent and workgroup reports leveraging business data</span>
 *Set thresholds on various KPIs to monitor and take timely actions
 *Wide range of agent and workgroup dashboards with relevant business data<br />
@@ Line 173: / Line 173: @@
 Release Notes:https://help.genesys.com/cic/mergedprojects/wh_rn/desktop/cx_insights.htm
 |HistoricalReporting=Use Interaction Reporter for some performance analysis reports.
 |GeneralAssumptions=Customer should have new analytics feature license enabled to view the dashboards.
 Drill down capabilities are available for some reports in Interaction Reporter.
-|PremiseAssumptionsAdditional=* This use case is for Inbound interactions only.<br />
+|PremiseAssumptionsAdditional=*This use case is for Inbound interactions only.<br />
-* The following user roles will be supported within the scope of this use case: Team Lead, Supervisor, Business Analyst.
+*The following user roles will be supported within the scope of this use case: Team Lead, Supervisor, Business Analyst.
-* Other requirements<br />
+*Other requirements<br />
-** KPI captured and analyzed is part of CX Insights
+**KPI captured and analyzed is part of CX Insights
-** This essential use case is based on the Servicel Level metric and Agent Performance
+**This essential use case is based on the Servicel Level metric and Agent Performance
-** Once anomalies are identified in reports, the team lead/ supervisor can take actions:
+**Once anomalies are identified in reports, the team lead/ supervisor can take actions:
-*** Agent performance in terms of call quality, average wait times<br />
+***Agent performance in terms of call quality, average wait times<br />
-*** Train additional agents with the impacted skill to take care of the call quality influencing interactions.
+***Train additional agents with the impacted skill to take care of the call quality influencing interactions.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is available in the PureConnect cloud
 }}
 }}

@@ Line 188: / Line 188: @@
 |Cloud_Assumption=This use case is available in the PureConnect cloud
 }}
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=ver 1.0.0
 }}

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