UseCases/Current/PureConnect/EE07 - Revision history

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

2021-02-26T10:57:26Z

UCC: Moved platform assumptions under general assumptions

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

2020-01-20T21:07:09Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:19Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:18Z

Published

Bgrenon: 1 revision imported

2018-08-22T19:06:36Z

1 revision imported

Kkuhns: UCA: Added N/A for Customer Assumptions

2018-07-20T16:44:00Z

UCA: Added N/A for Customer Assumptions

New page

{{SMART UseCase
|CustomerAssumptions=N/A
|RequiresOr=CE01, CE02
|PremiseAssumptionsAdditional=* The Record Interactions – Base package supports 100% voice recording.
* Media Servers are sized appropriately based on PureConnect sizing calculator.
* Remote Content Servers are used as required by system load.
* The following activities are out of scope:
** Configuration of Network at its final state: SBC, Media Gateways, VLANs, Firewalls, NAT, Trunking services, etc.
** Configuration of External Storage system (e.g. SAN / NAS)
** Set up of retention policy for archived files
** Installation of the standard out of the box CIC Clients
** Customization of other desktop application to enable Snippet Recording
** Provisioning of recordings from other vendors
|CloudAssumptionsAdditional=Same as Premises-specific Assumptions, plus:
* Customer will follow standard PureConnect Cloud network topology
* Customer will open all necessary ports
* PureConnect Cloud based storage sized appropriately (RCM customers) as required by system load
|SMART_HybridAssumptions={{SMART HybridAssumptions
|Hybrid_Assumption=v 1.0.1
}}
|SellableItems=Advanced Server, Basic Session, Advanced Session, Interaction Media Server - Large Appliance - Gen9, Interaction Quality Manager, Interaction Recorder Add-on, Interaction Recorder Master Key Password, Interaction Recorder Server, Interaction Web Portal Agent License – Concurrent, Interaction Web Portal Enterprise License, Interaction Web Portal Organizational License, Interaction Web Portal Server License
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
* The full use case outlined here is available in the cloud.
|PremiseAssumptionsAdditional_Sales=* Capabilities Assumption:

The full use case outlined here is available in the cloud.
|PainPoints=* Inability to record all calls reliably
* Lack of useful metadata about recorded calls
* No end-to-end recording, particularly when calls are transferred across multiple locations
* High Total Cost of Ownership (TCO) for recording
* Desire to move away from incumbent recording vendor
* Current recording solution doesn’t support SIP transformation strategy
|DesiredState=* Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
* Record 100% of the channels supported by your contact centers with no “lost” contacts, insuring 100% compliance, evaluations, with decreased risk.
* Include attribute data with each recorded contact
* Record and stitch contacts from cradle-to-grave
|BusinessImageFlow={{SMART BusinessImageFlow
|BusinessFlow=The following image describes the main actors of the business flow and their goals:
* The customer calls a service number, and the call is recorded
* The supervisor needs to be able to listen to recordings
* The agent needs to be able to pause/resume recordings
* The Legal and Compliance officer needs to be able to access the system to audit and protect recordings

|BusinessImage=https://www.lucidchart.com/documents/edit/a953800b-e7d3-4db0-b20e-117a844d3888/0
|BusinessFlowDescription=# Customer calls one of the service lines of the company.
# An announcement is played to the customer that the call is going to be recorded.
# The call is handled and routed to an agent following the logic of the Inbound Voice distribution strategy which is implemented for the Service Line. This can be either the use case "CE01 - Connect a voice interaction to right resource" or "CE02 - Personalized & Value Based Voice Routing". The Inbound Voice routing strategy is not within the scope of this use case.
# Genesys Interaction Recorder starts the recording.
# Agent answers the call from any desk within the site.
#* The agent may (if enabled) pause/resume the recording manually via the standard configuration with Genesys CIC Client when sensitive data needs to be entered.
# Customer or Agent disconnects the call.
# Genesys Interaction Recorder stops and stores the recording.
# Supervisor searches for, retrieves and listens to a recording made by one of their agents.
# Legal and Compliance officer checks the system for compliance and retrieves recordings for legal purposes.
# Genesys Interaction Recorder archives and purges recordings according to the rules defined in the system.
}}
|BusinessLogic=Details of the business flow depend on how the system is set up for your environment. This section describes the options which are available and how the initial set-up may be done for your environment by Genesys Professional Services, within the scope of this Smart use case.
====Metadata====
Metadata are attributes that can be added to the recording to allow precisely targeted interaction search and selection for evaluation and analysis. The available attributes depend on the distribution logic implemented in your environment and are defined with you during the implementation project.
====Retention Criteria====
Recordings can be archived and / or purged from the system after a specified time. After recordings have been purged, they are no longer available for supervisors or compliance officers via the Genesys user interface. The corresponding retention policies are configured during the implementation of this use case. This use case includes implementation of one set of rules which are valid for all recorded calls. Archived files are not managed by GIR. It is the customer's responsibility to set up a lifecycle policy for these archives and to purge them after the lifecycle period.
====User Access====
Access to recordings is managed by GIR security policies, which includes roles and associated permissions as well as by the organizational hierarchy defined for the individual agents. The scope of this use case includes the default set of roles that can be provided upon request.
====Pause / Resume recording====
The ability for an agent to pause/resume a recording from the client application can be enabled or disabled based on customer requirements.
|DistributionLogic=N/A
|SMART_Benefits={{SMART Benefits
|UCBenefitID=Reduced Penalties and Fines
|UCBenefit=Record 100% of calls with no lost calls. Improve security by making parties aware they are being recorded
}}{{SMART Benefits
|UCBenefitID=Reduced IT Operational Costs
|UCBenefit=Eliminate the need to purchase additional hardware, software, and the associated maintenance and support services through integrated approach
}}
|UCOverview=Businesses need to reliably record calls to improve customer experience and employee performance, be compliant, and manage risk. Voice recording is native on the Genesys platform. It reliably records 100% of calls — even across multiple sites — and makes it easy to search and access recordings regardless of location. Through voice recording, customer service operations can analyze the quality of voice conversations, identify training needs and help to continuously improve the performance of employees. The payoff is a better customer experience.
|UCSummary=PureConnect can provide 100% voice recording of customer conversations with agents for compliance and regulatory requirements.
|CustomerInterfaceRequirements=N/A
|AgentDeskRequirements=The agent has the optional capability in the client app to pause/resume a recording when confidential information is passed via the call.
|RealTimeReporting=The supervisor has the ability to monitor active calls which are being recorded.
|HistoricalReporting=As a compliance use-case, it is not relevant how many calls per service/business line/customer segment are recorded. The assumption is that 100% of calls are recorded.In addition to the historical reporting, Genesys Interaction Recorder provides audit logs for recording access. These audit logs contain the following information:
* Who accessed a recording
* Which recording
* When
* Deletions
* Playback requests
* Exports
* Interaction Type
* Wrap-up Code
* All attached attributes, when archived
* Archive logs
}}

@@ Line 71: / Line 71: @@
 * All attached attributes, when archived
 * Archive logs
 |RequiresOr=CE01, CE02
-|PremiseAssumptionsAdditional=* The Record Interactions – Base package supports 100% voice recording.
+|GeneralAssumptions=* The Record Interactions – Base package supports 100% voice recording.
 * Media Servers are sized appropriately based on PureConnect sizing calculator.
 * Remote Content Servers are used as required by system load.
@@ Line 83: / Line 82: @@
 ** Customization of other desktop application to enable Snippet Recording
 ** Provisioning of recordings from other vendors
-|CloudAssumptionsAdditional=Same as Premises-specific Assumptions, plus:
-* Customer will follow standard PureConnect Cloud network topology
+'''PureConnect Cloud'''
 * Customer will open all necessary ports
-* PureConnect Cloud based storage sized appropriately (RCM customers) as required by system load
+*Customer will follow standard PureConnect Cloud network topology
 |DocVersion=v 1.0.1
 }}

← Older revision	Revision as of 12:24, April 24, 2019
(No difference)

@@ Line 1: / Line 1: @@
 {{SMART UseCase
-|CustomerAssumptions=N/A
+|SMART_Benefits={{SMART Benefits
-|RequiresOr=CE01, CE02
+|UCBenefitID=Reduced Penalties and Fines
-|PremiseAssumptionsAdditional=* The Record Interactions – Base package supports 100% voice recording.
+|UCBenefit=Record 100% of calls with no lost calls. Improve security by making parties aware they are being recorded
-* Media Servers are sized appropriately based on PureConnect sizing calculator.
+}}{{SMART Benefits
-* Remote Content Servers are used as required by system load.
+|UCBenefitID=Reduced IT Operational Costs
-* The following activities are out of scope:
+|UCBenefit=Eliminate the need to purchase additional hardware, software, and the associated maintenance and support services through integrated approach
 }}
-|SellableItems=Advanced Server, Basic Session, Advanced Session, Interaction Media Server - Large Appliance - Gen9, Interaction Quality Manager, Interaction Recorder Add-on, Interaction Recorder Master Key Password, Interaction Recorder Server, Interaction Web Portal Agent License – Concurrent, Interaction Web Portal Enterprise License, Interaction Web Portal Organizational License, Interaction Web Portal Server License
+|UCOverview=Businesses need to reliably record calls to improve customer experience and employee performance, be compliant, and manage risk. Voice recording is native on the Genesys platform. It reliably records 100% of calls — even across multiple sites — and makes it easy to search and access recordings regardless of location. Through voice recording, customer service operations can analyze the quality of voice conversations, identify training needs and help to continuously improve the performance of employees. The payoff is a better customer experience.
-|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
+|UCSummary=PureConnect can provide 100% voice recording of customer conversations with agents for compliance and regulatory requirements.
 |PainPoints=* Inability to record all calls reliably
 * Lack of useful metadata about recorded calls
@@ Line 36: / Line 19: @@
 * Include attribute data with each recorded contact
 * Record and stitch contacts from cradle-to-grave
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=The following image describes the main actors of the business flow and their goals:
@@ Line 66: / Line 57: @@
 The ability for an agent to pause/resume a recording from the client application can be enabled or disabled based on customer requirements.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=The agent has the optional capability in the client app to pause/resume a recording when confidential information is passed via the call.
@@ Line 89: / Line 71: @@
 * All attached attributes, when archived
 * Archive logs
 }}

← Older revision	Revision as of 19:06, August 22, 2018
(No difference)