UseCases/Current/PureConnect/CE16 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-09T17:47:12Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:11:01Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

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

2021-02-16T13:39:26Z

UCC: Updated benefits to align with calculators

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

2021-01-29T16:00:15Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-01T14:00:15Z

UCC: Updated benefits to align with calculators

Show changes

Shlandy93 at 16:47, September 10, 2020

2020-09-10T16:47:37Z

Shlandy93 at 12:43, July 20, 2020

2020-07-20T12:43:40Z

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:04:07Z

Text replacement - "PureEngage" to "Genesys Engage"

Shlandy93 at 15:55, June 22, 2020

2020-06-22T15:55:05Z

Shlandy93 at 15:53, June 22, 2020

2020-06-22T15:53:55Z

@@ Line 17: / Line 17: @@
 <small></small>
-|UCSummary=A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed. It is then queued to the best available agent with the corresponding skill set. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements. The use case includes the optional enhancement for Genesys Multicloud CX to use Natural Language Processing to identify the email category. This requires additional licenses and services efforts. For PureConnect, keyword searching is available to choose an appropriate workgroup for routing.
+|UCSummary=A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed. It is then queued to the best available agent with the corresponding skill set. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements.
 |PainPoints=* Increasing calls related to online service and support
 * Customer having to call multiple times resulting in repeat contacts
@@ Line 136: / Line 136: @@
 For more information, see [https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/about_interaction_reporter.htm About Interaction Reporter].
 |GeneralAssumptions=*Interaction Center Business Manager is required for historical reporting.
 *Interaction Desktop or Interaction Connect is used as the agent desktop.
@@ Line 145: / Line 146: @@
 *Customers are responsible for creating their own automated responses within Interaction Administrator.
 *Spam is handled at the level of the customer's corporate email servers. A third-party spam solution is required.
 }}

@@ Line 17: / Line 17: @@
 <small></small>
-|UCSummary=A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed. It is then queued to the best available agent with the corresponding skill set. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements. The use case includes the optional enhancement for Genesys Engage to use Natural Language Processing to identify the email category. This requires additional licenses and services efforts. For PureConnect, keyword searching is available to choose an appropriate workgroup for routing.
+|UCSummary=A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed. It is then queued to the best available agent with the corresponding skill set. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements. The use case includes the optional enhancement for Genesys Multicloud CX to use Natural Language Processing to identify the email category. This requires additional licenses and services efforts. For PureConnect, keyword searching is available to choose an appropriate workgroup for routing.
 |PainPoints=* Increasing calls related to online service and support
 * Customer having to call multiple times resulting in repeat contacts

@@ Line 7: / Line 7: @@
 |UCBenefit=Directing interactions to an expert through skills based routing improves First Contact Resolution
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Addressing customers requests in a timely manner through skills based routing improves Net Promoter Score
 }}{{SMART Benefits
@@ Line 136: / Line 136: @@
 For more information, see [https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/about_interaction_reporter.htm About Interaction Reporter].
 |GeneralAssumptions=*Interaction Center Business Manager is required for historical reporting.
 *Interaction Desktop or Interaction Connect is used as the agent desktop.
 |CustomerAssumptions=*Genesys captures emails typically from one primary corporate email server. The customer is responsible for configuring the email server appropriately so that Genesys can retrieve the requested emails.
 *For customers who want to retain an archive of original messages, two approaches are available. Customers can configure their server to create and separately store a duplicate copy of all emails. Or, Professional Services can be engaged to create a handler to accomplish the task. Processing emails from the corporate server to Genesys software results in emails being deleted from the original customer server folder.
@@ Line 145: / Line 145: @@
 *Customers are responsible for creating their own automated responses within Interaction Administrator.
 *Spam is handled at the level of the customer's corporate email servers. A third-party spam solution is required.
-|SMART_CloudAssumptions={{SMART CloudAssumptions
+|DocVersion=v 1.0.2
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Addressing customers requests in a timely manner through skills based routing improves Net Promoter Score
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee occupancy.
 }}

@@ Line 48: / Line 48: @@
 |BusinessImage=https://www.lucidchart.com/documents/edit/36b00b70-b4ab-48b5-9d18-12732a1f5e67/0
 |BusinessFlowDescription=The following flow describes the use case from the perspective of the main actors, i.e., the user and contact center agent.
 # A customer sends an email to one of the public addresses (e.g., orders@abc.org) monitored by the Genesys email solution.
-# Genesys periodically checks corporate inboxes for new emails. Genesys analyzes the email to capture From, To, Subject, and body content as metadata.
+#A customer sends an email to one of the public addresses (e.g., orders@abc.org) monitored by the Genesys email solution.
-# Conversation tracking option: Genesys verifies whether the corresponding user already exists as a contact within the Tracker system (by email address). Tracker is an additional, licensable product. The email and any agent responses are attached to the contact.
+#Genesys periodically checks corporate inboxes for new emails. Genesys analyzes the email to capture From, To, Subject, and body content as metadata.
-# The system checks whether the email is new or a reply.
+#Conversation tracking option: Genesys verifies whether the corresponding user already exists as a contact within the Tracker system (by email address). Tracker is an additional, licensable product. The email and any agent responses are attached to the contact.
-## In case of a new email, the system classifies the email based on keyword analysis (see the Keyword Categorization section).
+#The system checks whether the email is new or a reply.
-## In case of a reply email from the customer, the system attempts to route it to the previous workgroup (see details in the Distribution Logic section). After a timeout, the system routes the email to the originally specified workgroup.
+##In case of a new email, the system classifies the email based on keyword analysis (see the Keyword Categorization section).
-## In case of an automatically generated reply email, the email will not be distributed to an agent and the flow will stop.
+##In case of a reply email from the customer, the system attempts to route it to the previous workgroup (see details in the Distribution Logic section). After a timeout, the system routes the email to the originally specified workgroup.
-# The system sends out a receipt acknowledgement email to the customer with a predefined template for the To address.
+##In case of an automatically generated reply email, the email will not be distributed to an agent and the flow will stop.
-# Once an agent with the requested skill is available, the email is routed to the agent's desktop with a screen pop from the email editor displaying the content.
+#The system sends out a receipt acknowledgement email to the customer with a predefined template for the To address.
-# Once the agent reads the email, he or she decides whether a reply is needed.
+#Once an agent with the requested skill is available, the email is routed to the agent's desktop with a screen pop from the email editor displaying the content.
-## If no reply is needed, the agent marks the email as done.
+#Once the agent reads the email, he or she decides whether a reply is needed.
-## If a reply is needed, the agent creates an outbound reply email, potentially using a standard response template.
+##If no reply is needed, the agent marks the email as done.
-# The agent sets a disposition code to mark the business outcome for reporting purposes.
+##If a reply is needed, the agent creates an outbound reply email, potentially using a standard response template.
 }}
 |BusinessLogic=<span>In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.</span>
 ====<span>Capturing of Incoming Emails</span>====
 <span>In step 2 of the business flow, the Genesys system checks a set of mailboxes for new emails. The following configuration options are available:</span>
 * Address of email server for mailbox
-* Authentication details for mailbox
+*Address of email server for mailbox
-* Protocol for communication (POP3, IMAP, Exchange Web Services protocol)
+*Authentication details for mailbox
-* Delete email (any emails captured by Genesys are deleted from the mailbox)
+*Protocol for communication (POP3, IMAP, Exchange Web Services protocol)
-* Polling frequency (how often the mailbox is checked for new emails)
+*Delete email (any emails captured by Genesys are deleted from the mailbox)
 ====<span>Automatic Replies</span>====
 <span>In step 4, the Genesys system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed.This includes:</span>
 * Detection of automated answers to prevent “ping-pong” between mail servers by answering with auto-acknowledge on emails of type auto-response or auto acknowledgement.
-* NDR Handling (Non-Delivery Report Handling): The system recognizes automatic responses due to failed delivery (assuming these automatic responses are following standards).
+*Detection of automated answers to prevent “ping-pong” between mail servers by answering with auto-acknowledge on emails of type auto-response or auto acknowledgement.
 ====Keyword Categorization====
 <span><span>Keyword matching allows the system administrator to configure a number of screening rules to identify emails belonging to different categories. For example, an email that contains the word “order” in the body of the email, would be categorized as a sales email. Screening rules can be configured to look for different words or phrase patterns that help categorize emails. Screening rules are applied to the email body and subject.</span></span>
 ====<span>Standard Responses</span>====
-<span><span>In the response library window, the workspace displays suggested responses to the agent based on keyword searches. Standard responses are generated by the customer for specific scenarios of desired email responses.</span></span>
+<span><span>In the response library window, the workspace displays suggested responses to the agent based on keyword searches. Standard responses are generated by the customer for specific scenarios of desired email responses.</span></span> Standard system-wide responses created in Interaction Administrator are detailed in [https://help.genesys.com/pureconnect/mergedProjects/wh_ia/desktop/add_a_response_management_library.htm Add a Response Management Library]. The standard responses can be used in Interaction Connect or Interaction Desktop
 |DistributionLogic='''Available Parameters for Configuration by Customer'''
 The following parameters are used for the distribution logic. These parameters are configurable by category:
 * Overflow time-outs for overflowing from last workgroup routing to originally defined workgroup target. These timeouts are based on age of interaction.
-* Priority start (the starting priority)
+*Overflow time-outs for overflowing from last workgroup routing to originally defined workgroup target. These timeouts are based on age of interaction.
-* Enable / disable last agent routing.
+*Priority start (the starting priority)
 The following parameter is configurable by the “To” address:
 * Auto-acknowledge message
 ====Draft Emails and Agent Queue Alerts====
@@ Line 93: / Line 101: @@
 ====Additional Distribution Functionality====
 The following lists additional functionality for the distribution logic:
 * Re-route on no answer (RONA) functionality: If an agent does not accept the email interaction, the email interaction is automatically put back into the distribution flow after a time-out. The agent is set to not ready. The priority of the email can be increased by a configurable parameter.
-* Blending email interactions with other media types is possible.
+*Re-route on no answer (RONA) functionality: If an agent does not accept the email interaction, the email interaction is automatically put back into the distribution flow after a time-out. The agent is set to not ready. The priority of the email can be increased by a configurable parameter.
-* Transfers are possible to agents satisfying the skills of a different category. In the case of a transfer, the priority is increased to a level set in a configurable parameter.
+*Blending email interactions with other media types is possible.
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=The following lists the minimum requirements for the agent desktop:

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 24: / Line 16: @@
 |UCBenefit=Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee occupancy.
 }}
 |UCSummary=A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed. It is then queued to the best available agent with the corresponding skill set. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements. The use case includes the optional enhancement for Genesys Engage to use Natural Language Processing to identify the email category. This requires additional licenses and services efforts. For PureConnect, keyword searching is available to choose an appropriate workgroup for routing.
 |PainPoints=* Increasing calls related to online service and support
 * Customer having to call multiple times resulting in repeat contacts
@@ Line 43: / Line 38: @@
 *Provide agents with complete contextual customer information to improve efficiency
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Customer Service
 |MaturityLevel=Consistent
 |SellableItems=Advanced Server, Contact Center Level 1, Interaction Supervisor add-on, Interaction Tracker Add-on (Optional for conversation history), Interaction Recorder Add-on (Optional for recording)
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * Capabilities Assumption:See notes section for assumptionsSee notes section for assumptions
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * See notes section for assumptions
@@ Line 88: / Line 80: @@
 ====<span>Standard Responses</span>====
 <span><span>In the response library window, the workspace displays suggested responses to the agent based on keyword searches. Standard responses are generated by the customer for specific scenarios of desired email responses.</span></span>
 |DistributionLogic='''Available Parameters for Configuration by Customer'''
@@ Line 107: / Line 98: @@
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=The following lists the minimum requirements for the agent desktop:
 * Configuration of status messages (Available, Away, Meeting, etc.).
-* Configuration of wrap-up codes (Codes are configurable to customer's preference)
+*Configuration of status messages (Available, Away, Meeting, etc.).
-* Access to a standard response library where customers can build their own messages for specific email responses
+*Configuration of wrap-up codes (Codes are configurable to customer's preference)
-* Agent to Agent transfer
+*Access to a standard response library where customers can build their own messages for specific email responses
-* Agent to Queue transfer
+*Agent to Agent transfer
-* Review functionality for supervisors
+*Agent to Queue transfer
-|RealTimeReporting=====Premises and Cloud====
+*Review functionality for supervisors
 '''IC Business Manager''' is a Genesys application that offers personalized dashboards based on specific functional, geographical, or organizational needs. Pulse dashboards present information using graphical widgets that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, email interactions handled, and the average handle time. With IC Business Manager, a customer can:
 * Monitor the current state and activity of contact center objects to help make decisions about staffing, scheduling, and email routing strategies.
-* Create widgets from scratch or user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
+*Monitor the current state and activity of contact center objects to help make decisions about staffing, scheduling, and email routing strategies.
-* Monitor operational email activity through the Email Queue Activity views.
+*Create widgets from scratch or user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
-* Monitor agent resource activity through the Email Agent Activity views
+*Monitor operational email activity through the Email Queue Activity views.
-* Monitor the tenant service level through the Email Service Level views.
+*Monitor agent resource activity through the Email Agent Activity views
 Below are several examples of the email dashboards that are available in IC Business Manager.
@@ Line 125: / Line 119: @@
 Example 1:
-[[File:CE18ExampleReport1.png|none|300px|middle]]
+[[File:CE18ExampleReport1.png|none|300px]]
 Example 2:
@@ Line 138: / Line 132: @@
 [[File:CE18ExampleReport4.png|300px|middle]]
-|HistoricalReporting=====Premises and Cloud====
+|HistoricalReporting='''Premises and Cloud'''
 IC Business Manager out-of-the-box reports are used to:
 * Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
-* Measure the effectiveness of the routing rules and efficiency of the use case.
+*Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
-* With disposition/wrap-up codes, calculate the conversion success rate.
+*Measure the effectiveness of the routing rules and efficiency of the use case.
-* Evaluate resource performance with a variety of reports for agents and interaction details.Many reports are available, as follows.
+*With disposition/wrap-up codes, calculate the conversion success rate.
 <u>'''Queue Service Level'''</u>
@@ Line 342: / Line 338: @@
 * Customers are responsible for creating their own automated responses within Interaction Administrator.
 * Spam is handled at the level of the customer's corporate email servers. A third-party spam solution is required.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=Customer must ensure proper network connectivity between the PureConnect server and their mail platform, either through a private MPLS connection and the customer’s network or via the public internet.
 }}
 |DocVersion=v 1.0.1
 }}

@@ Line 3: / Line 3: @@
 |Title=
 |Offering=
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 17: / Line 22: @@
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Occupancy
-|UCBenefit=Make better use of employee skills by routing emails to the right resource through skills-based routing
+|UCBenefit=Blending email with voice and chat allows agents to make better use of downtime between calls and chats to improve employee utilization.
 }}
 |UCSummary=A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed. It is then queued to the best available agent with the corresponding skill set. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements. The use case includes the optional enhancement for PureEngage to use Natural Language Processing to identify the email category. This requires additional licenses and services efforts. For PureConnect, keyword searching is available to choose an appropriate workgroup for routing.
 |Description=