UseCases/Current/PureConnect/CE22 - Revision history

Shlandy93 at 11:33, July 11, 2022

2022-07-11T11:33:21Z

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

2021-02-16T13:43:54Z

UCC: Updated benefits to align with calculators

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

2021-01-29T16:04:09Z

UCC: Updated Occupancy benefit to Utilization

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

2021-01-04T11:11:41Z

UCC: Updated benefits to align with calculators

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Shlandy93 at 17:02, July 20, 2020

2020-07-20T17:02:10Z

Shlandy93 at 10:34, April 20, 2020

2020-04-20T10:34:01Z

Shlandy93 at 17:43, March 27, 2020

2020-03-27T17:43:30Z

Shlandy93 at 12:06, March 10, 2020

2020-03-10T12:06:29Z

Shlandy93 at 13:50, February 26, 2020

2020-02-26T13:50:08Z

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

2020-01-20T20:37:10Z

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

@@ Line 67: / Line 67: @@
 * Routing of callback requests to agents is based on the workgroup. The workgroup is provided via website development during the callback initiation.
 * If this use case is used in combination with other use cases for inbound interactions of a different media type: Blending with other media types is supported, including configuration of capacity rules.
 |AgentDeskRequirements=The following lists the minimum functionality for the agent’s callback interface:
@@ Line 109: / Line 97: @@
 For more information, see [https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/about_interaction_reporter.htm About Interaction Reporter].
 |GeneralAssumptions=*A configured media server and a PureConnect client are required.
 *IC Business Manager is required for real-time and historical reporting.
 *Interaction Desktop or Interaction Connect are used for the agent desktop.
 *There are no integrations with third-party systems.
-|CustomerAssumptions=*The company is responsible for the development of the website logic that calls the Genesys API as described in the use case above.
+|CustomerAssumptions=The specific configuration and features of digital callbacks are the responsibility of the customer. Web development work is needed to complete the deployment. Web or mobile scenarios may need to be considered. Genesys provides an API for integration with Genesys, which enables the functionality described in this document. Genesys Professional Services can provide consulting services to introduce web developers to the API.The integration needs to satisfy the following requirements:
 *The company has the option to configure callback components via the Genesys API, including checks for whether agents are available, logged in, the wait time, and when to offer the callback feature to their site visitors.
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 14: / Line 13: @@
 |UCBenefit=Match the right agent to the customer the first time by enabling callback and routing interactions to the best agent through skills-based routing with context
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Address customers' requests in a timely manner to lead to better NPS, and provide seamless transition from self-service to assisted service and reduced queueing time
 }}
 |UCSummary=A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient time frame. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call.
 |PainPoints=*High online purchase abandonment
@@ Line 109: / Line 109: @@
 For more information, see [https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/about_interaction_reporter.htm About Interaction Reporter].
-|GeneralAssumptions=* A configured media server and a PureConnect client are required.
+|GeneralAssumptions=*A configured media server and a PureConnect client are required.
-* IC Business Manager is required for real-time and historical reporting.
+*IC Business Manager is required for real-time and historical reporting.
-* Interaction Desktop or Interaction Connect are used for the agent desktop.
+*Interaction Desktop or Interaction Connect are used for the agent desktop.
-* There are no integrations with third-party systems.
+*There are no integrations with third-party systems.
-|CustomerAssumptions=* The company is responsible for the development of the website logic that calls the Genesys API as described in the use case above.
+|CustomerAssumptions=*The company is responsible for the development of the website logic that calls the Genesys API as described in the use case above.
-* The company has the option to configure callback components via the Genesys API, including checks for whether agents are available, logged in, the wait time, and when to offer the callback feature to their site visitors.
+*The company has the option to configure callback components via the Genesys API, including checks for whether agents are available, logged in, the wait time, and when to offer the callback feature to their site visitors.
 |DocVersion=v 1.0.1
 }}

@@ Line 5: / Line 5: @@
 |UCBenefit=Improve online sales conversions by enabling callback and routing interactions to the best agent through skills-based routing with context. Enabling click-to-call option on your website or your app, we can increase online conversions with easy access to assisted service at the customer's preferred time.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Improve agent occupancy by enabling callback and routing interactions to the best agent through skills-based routing with context
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 19: / Line 16: @@
 |UCBenefit=Address customers' requests in a timely manner to lead to better NPS, and provide seamless transition from self-service to assisted service and reduced queueing time
 }}
 |UCOverview=Sometimes customers who are browsing your website or mobile app realize they need agent assistance. You can create a seamless transition by offering a callback option that gets the customer to the right agent based on their stated issue. The contact center agent is provided with context of the request for a seamless customer experience.
 |UCSummary=A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient time frame. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call.
 |PainPoints=*High online purchase abandonment
 *Website is not enabled to offer assistance for online sales and e-commerce
@@ Line 40: / Line 35: @@
 <br />
 |MaturityLevel=Defined
 |SellableItems=Advanced Server, Contact Center Level 1, Interaction Supervisor add-on, Advanced Session, Basic Session, Media Session, Interaction Media Server - Large Appliance - Gen9 (or other applicable media server types based on deployment), Optional: Professional Services customization for advanced callbacks
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * See notes section
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * See notes section
@@ Line 73: / Line 64: @@
 * Length of time until the next callback attempt is presented.
 * Priority assignment for callback requests. This is important when this use case is used in combination with other inbound media types (e.g., inbound calls or email). All callback requests have the same priority.
 |DistributionLogic=The following lists the minimum functionality for distributing a callback generated from the webpage to agents:
 * Routing of callback requests to agents is based on the workgroup. The workgroup is provided via website development during the callback initiation.
 * If this use case is used in combination with other use cases for inbound interactions of a different media type: Blending with other media types is supported, including configuration of capacity rules.
 |CustomerInterfaceRequirements=The specific configuration and features of digital callbacks are the responsibility of the customer. Web development work is needed to complete the deployment. Web or mobile scenarios may need to be considered. Genesys provides an API for integration with Genesys, which enables the functionality described in this document. Genesys Professional Services can provide consulting services to introduce web developers to the API.The integration needs to satisfy the following requirements:
 * An integration with Web Services API delivers the following data to the Genesys system with every callback request:
-** User name (optional)
+*An integration with Web Services API delivers the following data to the Genesys system with every callback request:
-** User credentials (optional)
+**User name (optional)
-** User telephone number (mandatory)
+**User credentials (optional)
-** Subject (mandatory)
+**User telephone number (mandatory)
-** Language (mandatory)
+**Subject (mandatory)
-** Target –workgroup or user (mandatory)
+**Language (mandatory)
-** Target type (mandatory)
+**Target –workgroup or user (mandatory)
-** Context (optional)
+**Target type (mandatory)
-** Custom info (optional)
+**Context (optional)
 |AgentDeskRequirements=The following lists the minimum functionality for the agent’s callback interface:
 * Configuration of not-ready reason codes (Away from Desk, Training, Meeting, etc.).
-* Display of user name, user phone number, subject, and target (as provided by the web app).
+*Configuration of not-ready reason codes (Away from Desk, Training, Meeting, etc.).
-* Wrap-up codes to classify call and call outcome for reporting purposes.
+*Display of user name, user phone number, subject, and target (as provided by the web app).
-|RealTimeReporting=====Premises and Cloud====
+*Wrap-up codes to classify call and call outcome for reporting purposes.
 '''IC Business Manager''' is a Genesys PureConnect 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. The widgets display information about specific key performance indicators, such as service level, callback 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 callback 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 callback routing strategies.
-* Monitor operational callback activity through the 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 Agent Activity views.
+*Monitor operational callback activity through the Queue Activity views.
-* Monitor tenant service level through the Service Level views.Below are several examples of dashboards that are available in IC Business Manager.
+*Monitor agent resource activity through the Agent Activity views.
-Example 1[[File:CE18ExampleReport1.png|none|middle|thumb]]
+*Monitor tenant service level through the Service Level views.Below are several examples of dashboards that are available in IC Business Manager.
 Example 2
-[[File:CE18ExampleReport2.png|none|middle|thumb]]
+[[File:CE18ExampleReport2.png|none|thumb]]
 Example 3
-[[File:CE18ExampleReport3.png|none|middle|thumb]]
+[[File:CE18ExampleReport3.png|none|thumb]]
 Example 4
-[[File:CE18ExampleReport4.png|none|middle|thumb]]
+[[File:CE18ExampleReport4.png|none|thumb]]
-|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 using 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.There are many reports available, including the following.
+*Calculate the conversion success rate using disposition/wrap-up codes.
 '''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.
@@ Line 303: / Line 300: @@
 |CustomerAssumptions=* The company is responsible for the development of the website logic that calls the Genesys API as described in the use case above.
 * The company has the option to configure callback components via the Genesys API, including checks for whether agents are available, logged in, the wait time, and when to offer the callback feature to their site visitors.
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=N/A
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=N/A
 }}
 |DocVersion=v 1.0.1
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Increased Revenue
@@ Line 13: / Line 16: @@
 |UCBenefit=Match the right agent to the customer the first time by enabling callback and routing interactions to the best agent through skills-based routing with context
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Address customers' requests in a timely manner to lead to better NPS, and provide seamless transition from self-service to assisted service and reduced queueing time
 }}
 |UCOverview=Sometimes customers who are browsing your website or mobile app realize they need agent assistance. You can create a seamless transition by offering a callback option that gets the customer to the right agent based on their stated issue. The contact center agent is provided with context of the request for a seamless customer experience.
 |UCSummary=A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient time frame. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call.
 |PainPoints=*High online purchase abandonment
 *Website is not enabled to offer assistance for online sales and e-commerce
@@ Line 35: / Line 40: @@
 <br />
 |MaturityLevel=Defined
 |SellableItems=Advanced Server, Contact Center Level 1, Interaction Supervisor add-on, Advanced Session, Basic Session, Media Session, Interaction Media Server - Large Appliance - Gen9 (or other applicable media server types based on deployment), Optional: Professional Services customization for advanced callbacks
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * See notes section
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * See notes section
@@ Line 64: / Line 73: @@
 * Length of time until the next callback attempt is presented.
 * Priority assignment for callback requests. This is important when this use case is used in combination with other inbound media types (e.g., inbound calls or email). All callback requests have the same priority.
 |DistributionLogic=The following lists the minimum functionality for distributing a callback generated from the webpage to agents:
 * Routing of callback requests to agents is based on the workgroup. The workgroup is provided via website development during the callback initiation.
@@ Line 293: / Line 303: @@
 |CustomerAssumptions=* The company is responsible for the development of the website logic that calls the Genesys API as described in the use case above.
 * The company has the option to configure callback components via the Genesys API, including checks for whether agents are available, logged in, the wait time, and when to offer the callback feature to their site visitors.
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=N/A
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=N/A
 }}
 |DocVersion=v 1.0.1
 }}

@@ Line 18: / Line 18: @@
 |UCOverview=Sometimes customers who are browsing your website or mobile app realize they need agent assistance. You can create a seamless transition by offering a callback option that gets the customer to the right agent based on their stated issue. The contact center agent is provided with context of the request for a seamless customer experience.
 |UCSummary=A customer browses the company's website or mobile application and requests a callback from the contact center for additional support. The customer provides their information, including the subject of their inquiry, and chooses either a callback as soon as possible or within a convenient time frame. At the designated time, a call is placed to the customer and they are connected to an agent with the matching skill needed given the provided subject of the call.
-|PainPoints=*Alternate callback solutions are cost prohibitive
+|PainPoints=*High online purchase abandonment
+*Website is not enabled to offer assistance for online sales and e-commerce
-*High online purchase abandonment
+*Unable to recognize customers within and/or across channels to provide a personalized experience
-*Website not enabled to offer assistance for online sales and e-commerce
+*Customers spend a lot of time waiting on hold adversely impacting NPS
 *Unable to connect customers with the best skilled agent
 *Call center is not staffed to handle peak call load, resulting in long wait times
 *Cannot service customers outside of normal business hours
-|DesiredState=*Ability to capture customers on the web as they are conducting a transaction by providing a way to get in contact with a representative
+|DesiredState=* Ability to capture customers on the web as they are conducting a transaction by providing a way to get in contact with a representative
-*Provide an alternate way to resolve customer requests by offering an immediate or scheduled callback
+* Provide an alternate way to resolve customer requests by offering an immediate or scheduled callback
-*Genesys callback enables the business to identify customers that have originated the interaction from the web including context about their previous activity
+* Enable the business to identify customers that have originated the interaction from the web including context about their previous activity
-*By offering a callback, the time spent in the IVR / routing / 3rdparty services is reduced, which means companies with per-minute billing will benefit from fewer total minutes
+* Reduce the time a customer needs to wait on hold to improve customer satisfaction and lower costs
-*Improve CSAT and NPS by reducing the time a customer needs to wait on hold before being connected to someone that can service their enquiry
+* Reduce transfers by using the entire context including the customer selected reason for callback to determine the most appropriate skill given the availability of the resource
-*Reduce transfers by using the entire context including the customer selected reason for callback to determine the most appropriate skill given the availability of the resource (for example, if all Sales specialists are unavailable, then offer a callback for when they are available)
+* Provide a single stack with fewer components that need to be installed and maintained, resulting in lower total cost of ownership
-*Compared with alternate vendors, Genesys provide a single stack with fewer components that need to be installed and maintained, resulting in lower total cost of ownership
 |MaturityLevel=Defined
 |SellableItems=Advanced Server, Contact Center Level 1, Interaction Supervisor add-on, Advanced Session, Basic Session, Media Session, Interaction Media Server - Large Appliance - Gen9 (or other applicable media server types based on deployment), Optional: Professional Services customization for advanced callbacks