UseCases/Current/PureConnect/CE03 - Revision history

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

2021-02-16T13:36:07Z

UCC: Updated benefits to align with calculators

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

2021-01-29T15:58:35Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com: UCC: Updated benefit name

2020-12-09T15:34:53Z

UCC: Updated benefit name

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

2020-12-01T12:46:07Z

UCC: Updated benefits to align with calculators

Shlandy93 at 12:11, July 20, 2020

2020-07-20T12:11:55Z

Shlandy93 at 09:32, April 20, 2020

2020-04-20T09:32:42Z

Shlandy93 at 12:38, March 27, 2020

2020-03-27T12:38:39Z

Shlandy93 at 13:42, February 26, 2020

2020-02-26T13:42:04Z

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

2020-01-20T20:45:25Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:21Z

1 revision imported

@@ Line 3: / Line 3: @@
 |Title=Genesys Callback
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Offering callback and providing wait time information during busy times rather than keeping customers on hold improves the customer experience.
 }}{{SMART Benefits
@@ Line 20: / Line 19: @@
 |UCBenefit=Customers who have not been kept on hold are less likely to spend time 'venting' in frustration, so reducing handle time.
 }}
 |UCSummary=Enhance your IVR application with the possibility to offer a callback. For example, if the customer has chosen to transfer to a representative but a long wait is expected, they can hear a message letting them know the estimated wait time along with an offer to receive a callback later.
 |Description=<span style="background-color: rgb(255, 255, 0);" data-mce-style="background-color: #ffff00;">Temporarily listing these here for ease of reference and to solidify SFDC updates</span><p class="mw_paragraph">'''Premise''':
@@ Line 90: / Line 90: @@
 Additional statistics are available with Professional Services customizations.
 |GeneralAssumptions='''Preconditions'''
@@ Line 102: / Line 103: @@
 *{{#mintydocs_link:topic=CE02}}
 |CustomerAssumptions=NA
 |DocVersion=ver 1.0.1
 }}

@@ Line 8: / Line 8: @@
 |UCBenefit=Offering callback and providing wait time information during busy times rather than keeping customers on hold improves the customer experience.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Smoothing of inbound call volumes with offer of callback during busy times improves employee utilization.
 }}{{SMART Benefits

@@ Line 3: / Line 3: @@
 |Title=Genesys Callback
 |Offering=PureConnect
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 13: / Line 14: @@
 |UCBenefit=Setting customer expectations about wait time with the offer of a callback reduces abandonment rates.
 }}{{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Improved First Contact Resolution
 |UCBenefit=Offering callback reduces the instance of follow-up and repeat calls by customers who have previously abandoned.
 }}{{SMART Benefits
@@ Line 19: / Line 20: @@
 |UCBenefit=Customers who have not been kept on hold are less likely to spend time 'venting' in frustration, so reducing handle time.
 }}
 |UCSummary=Enhance your IVR application with the possibility to offer a callback. For example, if the customer has chosen to transfer to a representative but a long wait is expected, they can hear a message letting them know the estimated wait time along with an offer to receive a callback later.
 |Description=<span style="background-color: rgb(255, 255, 0);" data-mce-style="background-color: #ffff00;">Temporarily listing these here for ease of reference and to solidify SFDC updates</span><p class="mw_paragraph">'''Premise''':
@@ Line 90: / Line 90: @@
 Additional statistics are available with Professional Services customizations.
 |GeneralAssumptions='''Preconditions'''
@@ Line 106: / Line 105: @@
 |PremiseAssumptionsAdditional=NA
 |CloudAssumptionsAdditional=NA
 }}

@@ Line 15: / Line 15: @@
 |UCBenefitID=Reduced Volume of Interactions
 |UCBenefit=Offering callback reduces the instance of follow-up and repeat calls by customers who have previously abandoned.
 }}
 |UCOverview=This functional use case enables you to improve customer experience by providing wait time information and callback functionality. Depending on the length of the wait time, the system can play different messages and provide optimized customer experiences for various situations. You can specify the upper wait time threshold and the automatic transfer out of queue behavior based on the business. You can monitor the outcome of caller behaviors using reports and quickly adjust the settings if required.
@@ Line 87: / Line 90: @@
 Additional statistics are available with Professional Services customizations.
-|DocVersion=ver 1.0.0
+|DocVersion=ver 1.0.1
 |GeneralAssumptions='''Preconditions'''

@@ Line 16: / Line 16: @@
 |UCBenefit=Offering callback reduces the instance of follow-up and repeat calls by customers who have previously abandoned.
 }}
 |UCOverview=This functional use case enables you to improve customer experience by providing wait time information and callback functionality. Depending on the length of the wait time, the system can play different messages and provide optimized customer experiences for various situations. You can specify the upper wait time threshold and the automatic transfer out of queue behavior based on the business. You can monitor the outcome of caller behaviors using reports and quickly adjust the settings if required.
 |UCSummary=Enhance your IVR application with the possibility to offer a callback. For example, if the customer has chosen to transfer to a representative but a long wait is expected, they can hear a message letting them know the estimated wait time along with an offer to receive a callback later.
@@ Line 42: / Line 41: @@
 * When the callback reaches the top of the queue, it is assigned to an available agent.<br />
 |BuyerPersonas=Head of Customer Experience, Contact Center Supervisor / Manager, Chief Information Officer
 |MaturityLevel=Consistent
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow='''Callback Flow'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/1bfc7824-f82c-48c1-819f-758fb4d0a015/0
-|BusinessFlowDescription=# A customer calls a service line of the company.
+|BusinessFlowDescription=#A customer calls a service line of the company.
-# The call is handled by the IVR
+#The call is handled by the IVR
-# At some point the customer needs assistance and chooses a menu option for agent transfer. The type of request and the agent skill(s) necessary to handle the call are determined by logic applied when the caller leaves the IVR.
+#At some point the customer needs assistance and chooses a menu option for agent transfer. The type of request and the agent skill(s) necessary to handle the call are determined by logic applied when the caller leaves the IVR.
-# The system verifies the expected wait time for the particular request. If the wait time is below the thresholds, the caller is immediately transferred to the corresponding queue to wait for an agent with the requested skill(s) necessary to handle the call.
+#The system verifies the expected wait time for the particular request. If the wait time is below the thresholds, the caller is immediately transferred to the corresponding queue to wait for an agent with the requested skill(s) necessary to handle the call.
-# If the expected wait time is above the threshold, the system plays a wait time announcement to the caller. This can be a generic announcement or the amount of estimated wait time rounded to minutes.
+#If the expected wait time is above the threshold, the system plays a wait time announcement to the caller. This can be a generic announcement or the amount of estimated wait time rounded to minutes.
-# After the announcements, the option for callback is announced to the customer.
+#After the announcements, the option for callback is announced to the customer.
-# If the customer does not accept the callback, the call is transferred to the corresponding waiting queue. In case the customer accepts the callback offer, the system continues with the registration of the callback.
+#If the customer does not accept the callback, the call is transferred to the corresponding waiting queue. In case the customer accepts the callback offer, the system continues with the registration of the callback.
-# When the callback interaction is next in queue, it is presented to the agent to place an outbound call.
+#When the callback interaction is next in queue, it is presented to the agent to place an outbound call.
-# Agent places the call.
+#Agent places the call.
-# After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via their agent desktop.
+#After the conversation between the agent and the customer, the agent can classify the call for reporting purposes via their agent desktop.
 }}
 |BusinessLogic='''Callback Offering and Registration '''This section describes the business rules which drive the decisions made by the voice application, such as how the business rules are configured. The voice application verifies the estimated queue wait time for the type of request before transferring a call. The returned wait time is checked against the user specified settings:
 * Automatic transfer threshold: If the expected wait time is less than this threshold, the call is automatically transferred to an inbound queue. The logic and business rules used to distribute the call to an agent from this queue are not part of scope of this use case.
-* Upper wait time play back threshold: If the expected wait time is in between the automatic transfer and the upper wait time play back threshold, the expected wait time is announced to the customer (rounded to minutes). If the business prefers not to announce an expected wait time, a generic message can be played instead. After this announcement a callback is offered to the customer.
+*Automatic transfer threshold: If the expected wait time is less than this threshold, the call is automatically transferred to an inbound queue. The logic and business rules used to distribute the call to an agent from this queue are not part of scope of this use case.
-* If the wait time is greater than both thresholds, a generic message is played before offering callback to the customer.
+*Upper wait time play back threshold: If the expected wait time is in between the automatic transfer and the upper wait time play back threshold, the expected wait time is announced to the customer (rounded to minutes). If the business prefers not to announce an expected wait time, a generic message can be played instead. After this announcement a callback is offered to the customer.
 The business can configure the messages played and the thresholds.
@@ Line 73: / Line 67: @@
 '''Callback'''
 The following parameters are configurable for the callback logic:
 * Voice prompts for announcements / treatments for the callback
 It is possible to assign a priority to callback requests. This is important in the case when this use case is combined with other inbound media types (e.g., chat or e-mail).
 These parameters are configurable per type of request. The type of request is determined by the point in the IVR where transition from self-service to assisted service is required. It is defined by the auto attendant application using this callback functionality.
-|DistributionImageFlow=
+|DistributionLogic='''<strong>Distribution logic to define IVR callbacks'''Included in this use case is the addition of a single logical callback point within the IVR, with a single inclusion of the business logic. Additional instances of this use case may be added for expanded callback use.
-|DistributionLogic='''<strong>Distribution logic to define IVR callbacks'''</strong>Included in this use case is the addition of a single logical callback point within the IVR, with a single inclusion of the business logic. Additional instances of this use case may be added for expanded callback use.<meta charset="utf-8">
 '''Distributing transfer calls to agents '''This functionality is outside the scope of this use case. The solution will transfer the call to an existing queue for inbound voice routing and will leverage existing inbound voice routing functionality.
@@ Line 90: / Line 87: @@
 Additional statistics are available with Professional Services customizations.
-|GeneralAssumptions====Preconditions===
+|DocVersion=ver 1.0.0
 This use case contains only the functionality described in CE03, which can be integrated in existing voice (self-service) applications. This additional voice application functionality is not part of this use case.
@@ Line 97: / Line 96: @@
 This capability can be provided by one of the following use cases:
 * {{#mintydocs_link:topic=CE01}}
-* {{#mintydocs_link:topic=CE02}}
+*{{#mintydocs_link:topic=CE01}}
 |CustomerAssumptions=NA
 |RequiresOr=CE01, CE02
 |PremiseAssumptionsAdditional=NA
 |CloudAssumptionsAdditional=NA
 }}

@@ Line 27: / Line 27: @@
 '''Professional Services Expert Applications:''' (Upsell opportunity, see your CSD for more info)
 <ul><li class="mw_paragraph">Automated Callbacks<ul><li class="mw_paragraph">Automates Agent side of the callback. Places outbound call and disconnects callback objects once call is complete. This prevents agents from abusing the callbacks and reduces overall handle time for callbacks.</li></ul></li><li>Advanced Callbacks<ul><li>Enhances callbacks to allow callers to select what time they would like a callback.</li></ul></li></ul>
-|PainPoints=# Long queue times lead to abandons and missed service levels
+|PainPoints=*Long queue times lead to abandons and missed service levels
-# High staffing costs in order to have resources available for peak periods
-# Unable to obtain view of operational performance through reporting & analytics
+*High staffing costs in order to have resources available for peak periods
-# Customer dissatisfaction with long waits and lack of options
+*Unable to obtain view of operational performance through reporting & analytics
-|DesiredState=* When caller requests agent assistance from IVR, the queue times are dynamically checked
+*Customer dissatisfaction with long waits and lack of options
 * When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
-* Caller can choose to accept or reject the callback option
+<br />
-* When accepted, the callback is registered in the queue
+|DesiredState=*When caller requests agent assistance from IVR, the queue times are dynamically checked
 * When the callback reaches the top of the queue, it is assigned to an available agent.<br />
 |BuyerPersonas=Head of Customer Experience, Contact Center Supervisor / Manager, Chief Information Officer
 |MaturityLevel=Consistent

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