UseCases/Current/PureConnect/CE18 - Revision history

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

2021-02-26T10:44:03Z

UCC: Moved platform assumptions under general assumptions

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

2021-01-29T16:02:38Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-01T14:09:27Z

UCC: Updated benefits to align with calculators

Show changes

Shlandy93 at 12:46, July 20, 2020

2020-07-20T12:46:28Z

Shlandy93 at 10:32, April 20, 2020

2020-04-20T10:32:27Z

Shlandy93 at 17:24, March 27, 2020

2020-03-27T17:24:20Z

Shlandy93 at 11:44, March 10, 2020

2020-03-10T11:44:11Z

Shlandy93 at 13:47, February 26, 2020

2020-02-26T13:47:17Z

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

2020-01-20T21:29:54Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:17Z

1 revision imported

@@ Line 137: / Line 137: @@
 For more information, see [https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/about_interaction_reporter.htm About Interaction Reporter].
 |GeneralAssumptions=*Historical reporting requires IC Business Manager.
 *Interaction Desktop or Interaction Connect is used as agent desktop.
 *There is no integration with third-party systems.
 |CustomerAssumptions=*The Genesys customer handles the integration of the solution into the website.
 *Customers are responsible for creating their own automated responses within Interaction Administrator.
 *Checking for Agents Logged In/Availability on every subsite of a website is not recommended as excessive requests can strain the CIC server. It is recommended to cache this information and check on intervals, or to only check on the leaf/end page of a tree.
-|SMART_CloudAssumptions={{SMART CloudAssumptions
+|DocVersion=v 1.0.2
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* No premises-specific assumptions.}}
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Routing chats to the right skilled agents through skills based routing reduces handle time
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Make better use of employee skills by routing chats to the right resource through skills-based routing
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
@@ Line 19: / Line 16: @@
 |UCBenefit=Make better use of employee skills by routing chats to the right resource through skills-based routing
 }}
 |UCOverview=The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction.
 |UCSummary=A website visitor can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the visitor's context (requested subject).
 |PainPoints=*Increasing calls related to online service and support
 *Customer having to call multiple times resulting in  repeat contacts
@@ Line 40: / Line 35: @@
 *Meet SLA
 *Provide agents with complete contextual customer information to improve efficiency
 |MaturityLevel=Consistent
 |SellableItems=Advanced Server (Interaction Web Tools necessary for this use case), Contact Center Level 1, Interaction Supervisor add-on, Interaction Tracker Add-on (Optional for conversation history), Interaction Recorder Add-on (Optional for recording)
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Tracking conversation history described in the business flow requires a Tracker license. Tracker requires an additional license purchase for on-premises, Genesys customers are responsible for creating their own automated responses within the Genesys toolset.
@@ Line 69: / Line 59: @@
 }}
 |BusinessLogic=Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability.
 |DistributionLogic=The following table shows the parameters that can be configured based on the subject:
 {{{!}} class="wikitable"
@@ Line 117: / Line 106: @@
 * Blending with other media types is possible. Priority settings for chat interactions is configurable to enable proper priority ranges between different media types. Utilization rules are configured for the agents or agent groups to define which interactions can be handled in parallel (if any).
 |CustomerInterfaceRequirements=The user interface may be based on a customer-created template or generic Genesys template:
 * The registration window is customizable, but initially includes the Customer Name field.
-* Customization for customer corporate identity is possible, including adding customer logo and usingcorporate identity colors & fonts.
+*The registration window is customizable, but initially includes the Customer Name field.
 |AgentDeskRequirements=The following list includes the minimum requirements for the chat interface:
 * Configuration of not-ready reason codes (Agent Not Answering, Away From Desk, Meeting, etc.)
-* Configuration of disposition codes to report on business outcome (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell)
+*Configuration of not-ready reason codes (Agent Not Answering, Away From Desk, Meeting, etc.)
-* Access to a standard response library where customers can build their own specific response messages for specific steps of the chat flow
+*Configuration of disposition codes to report on business outcome (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell)
-* Agent to agent transfer
+*Access to a standard response library where customers can build their own specific response messages for specific steps of the chat flow
-|RealTimeReporting=====Premises and Cloud====
+*Agent to agent transfer
 '''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, chat interaction handled, and the average handle time. With IC Business Manager you can:
 * Monitor the current state and activity of contact center objects to help make decisions about staffing, scheduling, and chat 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 chat routing strategies.
-* Monitor operational chat activity through the Chat 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 Chat Agent Activity views.
+*Monitor operational chat activity through the Chat Queue Activity views.
-* Monitor tenant service level through the Chat Service Level views.Below are several examples of chat dashboards that are available in IC Business Manager.
+*Monitor agent resource activity through the Chat Agent Activity views.
 Example 1:
@@ Line 146: / Line 140: @@
 [[File:CE18ExampleReport4.png|300px]]
-|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
-* Calculate the conversion success rate, with Disposition/Wrap-Up codes
+*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
+*Calculate the conversion success rate, with Disposition/Wrap-Up codes
 There are many reports available, including the following.'''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.
 {{{!}} class="wikitable"
@@ Line 339: / Line 336: @@
 * Customers are responsible for creating their own automated responses within Interaction Administrator.
 * Checking for Agents Logged In/Availability on every subsite of a website is not recommended as excessive requests can strain the CIC server. It is recommended to cache this information and check on intervals, or to only check on the leaf/end page of a tree.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=If customers require advanced chat window customization, they must deploy Web Chat Server on a premises system. Basic customizations are available in the Genesys hosted chat solution.
 }}
 |DocVersion=v 1.0.1
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* No premises-specific assumptions.}}
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Address customers' requests in a timely manner to lead to better NPS when chats route to the right resource through skills-based routing
 }}{{SMART Benefits
@@ Line 16: / Line 19: @@
 |UCBenefit=Make better use of employee skills by routing chats to the right resource through skills-based routing
 }}
 |UCOverview=The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction.
 |UCSummary=A website visitor can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the visitor's context (requested subject).
 |PainPoints=*Increasing calls related to online service and support
 *Customer having to call multiple times resulting in  repeat contacts
@@ Line 35: / Line 40: @@
 *Meet SLA
 *Provide agents with complete contextual customer information to improve efficiency
 |MaturityLevel=Consistent
 |SellableItems=Advanced Server (Interaction Web Tools necessary for this use case), Contact Center Level 1, Interaction Supervisor add-on, Interaction Tracker Add-on (Optional for conversation history), Interaction Recorder Add-on (Optional for recording)
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * Tracking conversation history described in the business flow requires a Tracker license. Tracker requires an additional license purchase for on-premises, Genesys customers are responsible for creating their own automated responses within the Genesys toolset.
@@ Line 59: / Line 69: @@
 }}
 |BusinessLogic=Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability.
 |DistributionLogic=The following table shows the parameters that can be configured based on the subject:
 {{{!}} class="wikitable"
@@ Line 328: / Line 339: @@
 * Customers are responsible for creating their own automated responses within Interaction Administrator.
 * Checking for Agents Logged In/Availability on every subsite of a website is not recommended as excessive requests can strain the CIC server. It is recommended to cache this information and check on intervals, or to only check on the leaf/end page of a tree.
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=If customers require advanced chat window customization, they must deploy Web Chat Server on a premises system. Basic customizations are available in the Genesys hosted chat solution.
 }}
 |DocVersion=v 1.0.1
 |SMART PremiseAssumptions={{SMART PremiseAssumptions|Premise Assumption=* No premises-specific assumptions.}}
 }}

@@ Line 13: / Line 13: @@
 |UCBenefit=Enable fast responses with standard response libraries
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Make better use of employee skills by routing chats to the right resource through skills-based routing
 }}

@@ Line 18: / Line 18: @@
 |UCOverview=The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction.
 |UCSummary=A website visitor can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the visitor's context (requested subject).
-|PainPoints=* Increasing calls related to online service and support
+|PainPoints=*Increasing calls related to online service and support
+*Customer having to call multiple times resulting in  repeat contacts
-*Increasing repeat contacts
+*Website not offering the right information or providing online service and support
-*Website not offering online service and support
+*Customer having to queue for a long time resulting in missed service levels
 *Unable to connect to the best agent
 *Unable to provide a personalized assisted service experience
 *Too hard to get the right information for the customer
 *Poor customer experience scores

@@ Line 18: / Line 18: @@
 |UCOverview=The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction.
 |UCSummary=A website visitor can request a chat session with an agent from the company's website on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the visitor's context (requested subject).
 |PainPoints=* Increasing calls related to online service and support
-* Increasing repeat contacts
-* Website not offering online service and support
+*Increasing repeat contacts
-* Customer having to queue for a long time
+*Website not offering online service and support
-* Customer having to call multiple times
+*Customer having to queue for a long time
-* Online help not providing the information customers need
+*Customer having to call multiple times
-* Missed service levels
+*Online help not providing the information customers need
-* Inconsistency in responses
+*Missed service levels
-* Unable to connect to the best agent
+*Unable to connect to the best agent
-* Unable to provide a personalized assisted service experience
+*Unable to provide a personalized assisted service experience
-* Increasing competitive pressure
+*Increasing competitive pressure
-* Too hard to get the right information for the customer
+*Too hard to get the right information for the customer
-* Poor customer experience scores
+*Poor customer experience scores
 |DesiredState=* Enable chat on web site
-* Recognize customers
+<br />
-* Understand intent and sentiment
+|DesiredState=*Enable chat on web site
-* Deliver personalized response
+*Recognize customers
-* Leverage standard response library when needed
+*Understand intent and sentiment
-* Meet SLA
+*Deliver personalized response
-* Provide agents with complete contextual customer information to improve efficiency
+*Leverage standard response library when needed
 |MaturityLevel=Consistent
 |SellableItems=Advanced Server (Interaction Web Tools necessary for this use case), Contact Center Level 1, Interaction Supervisor add-on, Interaction Tracker Add-on (Optional for conversation history), Interaction Recorder Add-on (Optional for recording)

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