UseCases/Current/PureConnect/CE02 - Revision history

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

2021-02-16T13:35:19Z

UCC: Updated benefits to align with calculators

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

2021-01-29T15:57:25Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 11:55, December 1, 2020

2020-12-01T11:55:03Z

Shlandy93 at 09:40, July 28, 2020

2020-07-28T09:40:49Z

Shlandy93 at 12:07, July 20, 2020

2020-07-20T12:07:54Z

Show changes

Shlandy93 at 09:30, April 20, 2020

2020-04-20T09:30:38Z

Shlandy93 at 12:34, March 27, 2020

2020-03-27T12:34:34Z

Shlandy93 at 09:42, February 5, 2020

2020-02-05T09:42:41Z

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

2020-01-20T23:06:34Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:24Z

1 revision imported

@@ Line 4: / Line 4: @@
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Offer better customer experience through routing to the most qualified agents based on the customer's context or through the ability to use virtualized agent pools to maximize agent resources across the entire enterprise.
 }}{{SMART Benefits
@@ Line 214: / Line 214: @@
 *** Show the total durations and average durations for talk, hold, and ACW.
 ** Gather data for each agent regarding the volume of calls answered for each queue, and durations associated with them.
-|DocVersion=ver 1.0.2
+|RequiresAll=CE01
 |GeneralAssumptions=N/A
 |CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately.
@@ Line 222: / Line 222: @@
 *Interaction Desktop or Interaction Connect is used as the agent desktop.
 *IC Business Manager is used for real-time reporting.
-|RequiresAll=CE01
+|DocVersion=ver 1.0.2
 }}

@@ Line 16: / Line 16: @@
 |UCBenefit=Improve routing of voice calls through personalized context routing.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Improve routing to the best available agent through automated routing with context.
 }}

@@ Line 6: / Line 6: @@
 |UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Offer better customer experience through routing to the most qualified agents based on the customer's context or through the ability to use virtualized agent pools to maximize agent resources across the entire enterprise.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 217: / Line 214: @@
 *** Show the total durations and average durations for talk, hold, and ACW.
 ** Gather data for each agent regarding the volume of calls answered for each queue, and durations associated with them.
-|DocVersion=ver 1.0.1
+|DocVersion=ver 1.0.2
 |GeneralAssumptions=N/A
 |CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately.

@@ Line 162: / Line 162: @@
 This use case defines call steering options through the use of conditional evaluations based on customer context. At each evaluation, a followup action is carried out to personalize the IVR experience for the caller. These actions may include playing prompts, setting dynamic workgroups or skills, or taking different menu paths based on who the caller is (requires CEO1). The base use case includes up to 8 evaluations, each one including a follow-up action. The use case supports up to two languages.Additional evaluations may be included within this use case through expanded scope or Project Change Request.
 |DistributionImageFlow={{SMART DistributionImageFlow
 |DistributionFlowDescription='''Main Distribution Flow'''
@@ Line 216: / Line 217: @@
 *** Show the total durations and average durations for talk, hold, and ACW.
 ** Gather data for each agent regarding the volume of calls answered for each queue, and durations associated with them.
 |GeneralAssumptions=N/A
-|CustomerAssumptions=* The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately.
+|CustomerAssumptions=*The IVR application to determine the type of request and customer ID is not part of this use case and has to be provided separately.
-* All announcements are to be provided by the customer.
+*All announcements are to be provided by the customer.
-* Routing parameters are configured through Interaction Administrator and Interaction Attendant.
+*Routing parameters are configured through Interaction Administrator and Interaction Attendant.
-* IC Business Manager is used for historical reporting.
+*IC Business Manager is used for historical reporting.
-* Interaction Desktop or Interaction Connect is used as the agent desktop.
+*Interaction Desktop or Interaction Connect is used as the agent desktop.
-* IC Business Manager is used for real-time reporting.
+*IC Business Manager is used for real-time reporting.
 |RequiresAll=CE01
 |PremiseAssumptionsAdditional=N/A
 |CloudAssumptionsAdditional=N/A
 }}

@@ Line 4: / Line 4: @@
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Offer better customer experience through routing to the most qualified agents based on the customer's context or through the ability to use virtualized agent pools to maximize agent resources across the entire enterprise.
 }}{{SMART Benefits
@@ Line 22: / Line 22: @@
 |UCBenefit=Improve routing to the best available agent through automated routing with context.
 }}
 |UCOverview=Callers expect a company to know who they are.  Customer experience scores suffer when callers are connected to agents who don’t have any information about them or their previous interactions — resulting in unnecessary repetition, effort and time.
 This use case connects callers with the best-fit agent based on choices within the IVR, the type of request, and customer context. Routing parameters are configurable and flexible enough to achieve a variety of desired business outcomes.
 |UCSummary=A call is qualified within the IVR. The customer is identified and authenticated, if needed, within the IVR menu (not part of this use case). Based on the caller's choices within the IVR, the caller is routed to the best agent able to serve the request, which can potentially lead to additional services (for example, to realize up-sell potential). The logic of this use case is business rules driven and therefore flexible to changing needs and business environments.
 |PainPoints=* Unable to use context to enable a finer granularity in matching the customer to the best agent in the target agent group
 * Calls with long handle times, with customers having to recap previous interactions
@@ Line 32: / Line 34: @@
 |DesiredState=* Offer self-service and call back options
 * Inform customers of expected wait/process times
 |MaturityLevel=Defined
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/4e7361a6-9b87-4f26-97c5-bcd4129beb1c/0
@@ Line 204: / Line 213: @@
 * IC Business Manager is used for real-time reporting.
 |RequiresAll=CE01
 |PremiseAssumptionsAdditional=N/A
 |CloudAssumptionsAdditional=N/A
 |DocVersion=ver 1.0.0
 }}

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