UseCases/Current/PureConnect/CE29 - Revision history

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

2021-02-26T10:46:01Z

UCC: Moved platform assumptions under general assumptions

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

2021-01-29T16:05:00Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-01T16:39:07Z

UCC: Updated benefits to align with calculators

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Shlandy93 at 17:09, July 20, 2020

2020-07-20T17:09:10Z

Shlandy93 at 17:31, March 10, 2020

2020-03-10T17:31:07Z

Shlandy93 at 16:18, February 26, 2020

2020-02-26T16:18:02Z

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

2020-01-20T21:26:14Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:18Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:18Z

Published

Bgrenon: 1 revision imported

2018-08-22T19:06:33Z

1 revision imported

@@ Line 97: / Line 97: @@
 For more information, see [https://help.genesys.com/pureconnect/mergedProjects/wh_rh/desktop/about_interaction_reporter.htm About Interaction Reporter].
-|DocVersion=v 1.0.2
+|GeneralAssumptions=* An SMS server must be purchased in each Genesys DC to serve as the reverse proxy server for cloud customers.
 |CustomerAssumptions=*Requirements for integration with SMS Aggregator
 **Check local requirements for character set, against SMS Server's supported list (Deployment Guide and Release Notes)
@@ Line 106: / Line 106: @@
 *Configuration, SMS routing, and testing steps will need to be handled by some team in coordination with the message broker. This might be handled by Genesys professional services, an implementation partner, or the customer. It requires experienced SMS routing, setup, and troubleshooting capability.
 *Genesys broker is the preferred solution.
-|SMART_PremiseAssumptions={{SMART PremiseAssumptions
+|DocVersion=v 1.0.2
 |SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=An SMS server must be purchased in each Genesys DC to serve as the reverse proxy server for cloud customers.}}
 }}

@@ Line 7: / Line 7: @@
 |UCBenefit=SMS interactions captured by the Genesys system go through content analysis to assign a category that allows the best agent with the skills to the corresponding category. The result is correct transfer of SMS and avoidance of misrouted SMS and unnecessary costs.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Combine text messaging with automated responses to boost agent productivity.
 }}

@@ Line 43: / Line 43: @@
 The following diagrams show the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/a710f4eb-8a64-45e1-a7f4-d88364a5d16e/0
-|BusinessFlowDescription=# A customer sends an SMS to a company short code or long code number. The SMS message is captured from a carrier and passed to Genesys to be handled by agents.
+|BusinessFlowDescription=#A customer sends an SMS to a company short code or long code number. The SMS message is captured from a carrier and passed to Genesys to be handled by agents.
-# The new SMS message is captured by Genesys, including the customer's phone number as metadata.
+#The new SMS message is captured by Genesys, including the customer's phone number as metadata.
-# Genesys will pull in additional customer information available within IC agent desktop. (Tracker data)
+#Genesys will pull in additional customer information available within IC agent desktop. (Tracker data)
-# The system can send out a receipt acknowledgement SMS to the customer with a predefined template configured in Administrator. (Optional)
+#The system can send out a receipt acknowledgement SMS to the customer with a predefined template configured in Administrator. (Optional)
-# Once an agent within the workgroup for the short/long code is available, the SMS is routed to the agent's desktop application with screen pop showing related SMS information. Any available contact information from Tracker data will be displayed.
+#Once an agent within the workgroup for the short/long code is available, the SMS is routed to the agent's desktop application with screen pop showing related SMS information. Any available contact information from Tracker data will be displayed.
-# Once the agent reads the SMS, he or she needs to decide if a reply is needed.
+#Once the agent reads the SMS, he or she needs to decide if a reply is needed.
-#* If no reply is needed, the agent marks the interaction as done.
+#*If no reply is needed, the agent marks the interaction as done.
-#* If a reply is needed, the Agent replies in the chat window, potentially using a standard response template.
+#*If a reply is needed, the Agent replies in the chat window, potentially using a standard response template.
-# The agent sets a disposition code to mark the business outcome for reporting purposes once they disconnect the interaction.
+#The agent sets a disposition code to mark the business outcome for reporting purposes once they disconnect the interaction.
 }}
 |BusinessLogic=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 chapter.
-====SMS message Categorization====
 Keyword Matching us a method for categorizing of SMS. This is a system wide setting and only one method will be used at any given time. (Optional)
-=====Keyword Categorization=====
 As an alternative to advanced content analysis, it is possible to replace this functionality with more straightforward keyword matching categorization.Keyword matching allows the system administrator to configure a number of screening rules to identify SMS belonging to different categories. For example, an SMS message that contains the word “order” would be categorized as a sales SMS. Screening rules can be configured to look for regular expressions that look for different words or phrase patterns that help categorize SMS messages.Additionally, screening rules can be used to detect patterns like customer ID, and account number to either display or mask sensitive information to the agent. Configuration of up to three regular expressions to display to the agent / mask information are within the scope of this use case.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=The following lists the minimum requirements for the agent desktop:
 * Configuration of not-ready reason codes (Admin Work, Lunch, Meeting, Pause, and Training).
-* Configuration of disposition codes
+*Configuration of not-ready reason codes (Admin Work, Lunch, Meeting, Pause, and Training).
-* Access to standard response library
+*Configuration of disposition codes
-* Agent to Agent transfer
+*Access to standard response library
-* Agent to Queue transfer
+*Agent to Agent transfer
-* Recorder functionality for supervisors
+*Agent to Queue transfer
-* Interaction Queue Management for supervisors
+*Recorder functionality for supervisors
-|RealTimeReporting=====Premises and Cloud====
+*Interaction Queue Management 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, 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.
+*Monitor agent resource activity through the Chat Agent Activity views.
 Below are several examples of web chat dashboards that are available in IC Business Manager. SMS messages are included with the webchat type for reporting.
@@ Line 93: / Line 100: @@
 [[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.

@@ Line 15: / Line 15: @@
 |UCOverview=In today’s digital world, customers want a simple, convenient method of communication through their preferred channel at a time that meets their schedule. Increasingly customers are choosing asynchronous channels, such as SMS, for the convenience it provides. Using SMS customers can avoid having to call and wait on hold for an available agent. SMS also allows customers to engage "on the go" without a dedicated mobile app. And because customers engage via SMS at faster rates than any other messaging channel, issues can be resolved more quickly.
 |UCSummary=A customer sends an SMS to a company. The SMS is captured by the Genesys system and a content analysis is performed to assign a category to the SMS. It is then queued to the best available agent with the skill set corresponding to the category. After the agent has completed the SMS response, a supervisor may review the SMS, depending on the agent, for quality management. Priority tuning improves the SLA adherence to customers' SMS messages. The use case provides reporting capabilities to provide management visibility into the SMS interaction channel.
 |PainPoints=*Increasing calls related to online service and support
 *Increasing repeat contacts
 *Website not offering online service and support
 *Customer having to queue for a long time
 *Customer having to call multiple times
 *Online help not providing the information customers need
-*Missed service levels
+*Unable to connect to the best agent
-*Inconsistency in responses
-*Unable to connect to the best agent
+<br />
 |DesiredState=*Enable SMS service
 *Recognize customers

@@ Line 15: / Line 15: @@
 |UCOverview=In today’s digital world, customers want a simple, convenient method of communication through their preferred channel at a time that meets their schedule. Increasingly customers are choosing asynchronous channels, such as SMS, for the convenience it provides. Using SMS customers can avoid having to call and wait on hold for an available agent. SMS also allows customers to engage "on the go" without a dedicated mobile app. And because customers engage via SMS at faster rates than any other messaging channel, issues can be resolved more quickly.
 |UCSummary=A customer sends an SMS to a company. The SMS is captured by the Genesys system and a content analysis is performed to assign a category to the SMS. It is then queued to the best available agent with the skill set corresponding to the category. After the agent has completed the SMS response, a supervisor may review the SMS, depending on the agent, for quality management. Priority tuning improves the SLA adherence to customers' SMS messages. The use case provides reporting capabilities to provide management visibility into the SMS interaction channel.
-|PainPoints=* Increasing calls related to online service and support
+|PainPoints=*Increasing calls related to online service and support
-* Increasing repeat contacts
+*Increasing repeat contacts
-* Website not offering online service and support
+*Website not offering online service and support
-* Customer having to queue for a long time
+*Customer having to queue for a long time
-* Customer having to call multiple times
+*Customer having to call multiple times
-* Online help not providing the information customers need
+*Online help not providing the information customers need
-* Missed service levels
+*Missed service levels
-* Inconsistency in responses
+*Inconsistency in responses
-* 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 SMS service
+|DesiredState=*Enable SMS service
-* Recognize customers
+*Recognize customers
-* Understand intent and sentiment
+*Understand intent and sentiment
-* Deliver personalized response
+*Deliver personalized response
-* Leverage standard response library when needed
+*Leverage standard response library when needed
-* Meet SLA
+*Meet SLA
-* Provide agents with complete contextual customer information to improve efficiently
+*Provide agents with complete contextual customer information
 |MaturityLevel=Consistent
 |CloudAssumptionsAdditional_Sales=* SMS broker / aggregator options are limited to the key supported brokers.

@@ Line 301: / Line 301: @@
 |Cloud_Assumption=An SMS server must be purchased in each Genesys DC to serve as the reverse proxy server for cloud customers.
 }}
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.1
 |SMART CloudAssumptions={{SMART CloudAssumptions|Cloud Assumption=An SMS server must be purchased in each Genesys DC to serve as the reverse proxy server for cloud customers.}}
 }}

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