Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/BO04"

Latest revision as of 11:43, November 8, 2022

This topic is part of the manual Genesys Engage On-Premises Use Cases for version Current of Genesys Use Cases.

Push tasks to workers' personal queues based on multiple data sources

What's the challenge?

Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need a better way of distributing and managing work based on customer and other data.

What's the solution?

Use multiple data sources to make work more productive and enhance the employee and customer experience. Genesys Personalized Task Distribution combines standard task attributes with customer and other contextual data to make more intelligent classification, prioritization and work distribution decisions.

Use Case Overview

Story and Business Context

The personalized task distribution solution can be integrated with one or more source systems (such as CRM/BPM/workflow systems) where tasks related to customers are created and stored.

The personalized task distribution system is designed to capture, classify, prioritize, manage, report, and effectively distribute these tasks to the best fit employees based on certain business rules according to resources, skills, and availability.

Business rules configured in the personalized distribution system (such as service level agreements, business calendars, and external customer or interaction context) enable calculation of the individual task's business value and priority. This ensures the adequate prioritization and timely completion of all tasks for all customers.

Once the organization has a list of tasks that employees need to handle (coming from different systems, and the tasks already imported to the personalized task distribution system), the tasks are automatically distributed to employees based on their skills, capacity, and real-time presence. In this use case, the prioritization rules for the tasks can be influenced by real-time captured external data. These external data (captured from third-party systems (such as marketing, BI, workflow, network management, and maintenance systems) can be used to modify the routing and or prioritization rules.

The system provides functionality for near-real time monitoring and historical reports of operational performance and for the key business KPIs.

Use Case Benefits*

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line:

Use Case Benefits	Explanation
Improved Agent Competency	Increase throughput, utilization, and efficiency in agents' work, by delivering the tasks to the agents’ universal desktops in push mode via screen pop together with interaction context and history in blending mode. Improve work item handling agility through the display of task-related external documents, references, and contextual information together with the work items
Improved Customer Experience	Deliver all committed tasks on time to customers
Improved Employee Utilization	Reduce idle time and improve Average Handle Time through an additional third-party data lookup feature that enables context-based prioritization and routing
Improved First Contact Resolution	Provide more timely and complete insights through distribution of tasks with the full customer context
Reduced Administration Costs	Automate task distribution, reduce manual distribution and supervisor task-monitor; schedule and report through intelligent task distribution
Reduced Interaction Transfers	Reduce interaction transfers by analyzing the impact of distribution on task transfers

^*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

This use case builds on the use case Genesys Work and Lead Distribution (BO02) for Genesys Engage on-premises, adding third-party data lookup to enable context-based prioritization and routing. This feature enables companies to leverage data that is not available in the source system of the tasks to be used in prioritization or distribution decisions. These systems may include marketing, BI, or data warehouse systems as well as Genesys internal context services. The use case enables companies to better target skilled resources based on interaction history and/or customer context stored in non-integrated backend systems. For example, NPS survey results from a third-party system can be used to personalize work item handling and improving business outcomes. Displaying task-related external documents, references, and contextual information together with the work item improves the agility of handling tasks. Many personalization scenarios can be supported where the dynamically captured data is used for reprioritization and/or routing enhancement.

External Parameters might be captured from third-party systems or from Genesys Context Services (through webservices or DB lookup) to allow personalization of the business logic defined using Business Rules. Third-party systems must be integrated with Genesys to enable the capture of external context data. The format of the data and the communication interface will be defined at the beginning of the project (See Assumptions).

Use Case Definition

Business Flow

The following diagram shows the business flow of the use case. Note that in the following business flow, the data lookup applies only to new interactions.

Business Flow Description

A task is created in the source (CRM/BPM/workflow) system.
Genesys captures the new tasks from the source system through existing capture adapters and creates a new interaction in iWD. See Genesys Work and Lead Distribution (BO02) for Genesys Engage on premises for details.
During the classification process iWD initiates one or more data lookups to fetch context data from third-party systems or from Genesys context services. This data can be used as additional attributes to distribute or prioritize tasks.
Based on the parameters available with task creation and the additional parameters fetched from another system, the interaction is classified based on business rules (see Business Logic section on Genesys Personalized Task Distribution (BO04) for Genesys Engage on premises).
The interactions in the GTL (Global Task List) are reprioritized within specified intervals based on task attributes and/or additional context data.
iWD Interactions in the universal queue get routed to an employee or supervisor based on routing logic. Once an employee with the right skill becomes available to handle the task, the task is distributed to the employee. If it cannot be assigned within a specified period of time it is reprioritized.
The Genesys employee desktop opens the corresponding work item within the source system. The employee handles the task in the source system, as in Genesys Work and Lead Distribution (BO02) for Genesys Engage on premises.

Business and Distribution Logic

Business Logic

In addition to the business logic from BO02, this use case makes the attributes from the customer context available within the business rules for task classification and prioritization as additional custom attributes. For example, the original source system may not include the customer segment for a specific task. A lookup in the CRM database can add this information to the task and can in turn be used within the prioritization rules to ensure that your VIP customers are handled with higher priority.

Distribution Logic

In addition to the distribution logic from BO02, this use case adds context-based routing, which uses the captured contextual data from third-party systems to enhance the task distribution. The attributes are made available to set up rules within the system. In addition to the standard and custom attributes supported in BO02, this use case adds further custom attributes to be used in routing rules to define the required employee skill to handle the specific interaction.

User Interface & Reporting 

Agent UI

In addition to the Agent Workspace requirements from BO02, this use case requires the display of eternal contextual data fetched from the third-party systems or Genesys context services. These will be displayed as additional Case Data in Agent Workspace interaction views, pop-up notifications, and Contact and Interaction histories.

Reporting

Real-time Reporting

The iWD out-of-the-box Pulse templates can provide the following reports.

IWD Agent Activity

A report presenting agent or agent group activity as it relates to the processing of iWD work items of the type contacts. It is possible to report separately on not-ready reason codes in the relevant KPIs.

IWD Queue Activities

A report presenting agent or agent group activity as it relates to the processing of iWD work items of the type contacts. It is possible to report separately on not-ready reason codes in the relevant KPIs.The following graphic shows a typical dashboard configured with iWD templates for work item monitoring.

Historical Reporting

Using CX Insights, Genesys provides some out-of-the-box reports and metrics, including these out-of-the-box customizable reports:

Capture Reports
- Capture Point Business Value
- Capture Point Task Duration
- Classification Reports
- Customer Segment Service Level
Intraday Backlog Summary
- Process Volume
- Resource Reports
- Resource Performance
- Queue Reports
- Queue Priority Range
- Queue Task Duration
Task Detail Reports

Customer-facing Considerations

Interdependencies

All required, alternate, and optional use cases are listed here, as well as any exceptions.

All of the following required:

At least one of the following required:

Optional

Exceptions

Digital

Genesys Work and Lead Distribution (BO02)

None

Digital

Genesys Task Distribution-Workgroup (BO03)

None

General Assumptions

This use case requires:

Genesys Work and Lead Distribution (BO02) for Genesys Engage on premises
This use case can coexist with Genesys Task Distribution-Workgroup (BO03) for Genesys Engage on premises to provide more personalization.

The source of external context data shall comply with the default external context adapter (PS asset).
Network communication between Genesys and the source of external contextual data is enabled.

@@ Line 8: / Line 8: @@
 }}{{SMART Benefits
 |UCBenefitID=Improved Employee Utilization
 |UCBenefit=Reduce idle time and improve Average Handle Time through an additional third-party data lookup feature that enables context-based prioritization and routing
 }}{{SMART Benefits
 |UCBenefitID=Reduced Interaction Transfers
 |UCBenefit=Reduce interaction transfers by analyzing the impact of distribution on task transfers
 }}{{SMART Benefits
+|UCBenefitID=Improved Agent Competency
 |UCBenefit=Increase throughput, utilization, and efficiency in agents' work, by delivering the tasks to the agents’ universal desktops in push mode via screen pop together with interaction context and history in blending mode.  Improve work item handling agility through the display of task-related external documents, references, and contextual information together with the work items
 }}{{SMART Benefits
@@ Line 18: / Line 19: @@
 |UCBenefit=Automate task distribution, reduce manual distribution and supervisor task-monitor; schedule and report through intelligent task distribution
 }}
 |UCOverview=The personalized task distribution solution can be integrated with one or more source systems (such as CRM/BPM/workflow systems) where tasks related to customers are created and stored.
-The personalized task distribution system is designed to capture, classify, prioritize, manage, report, and effectively distribute these tasks to the best fit agents based on certain business rules according to resources, skills, and availability.
-Business rules configured in the personalized distribution system (such as service level agreements, business calendars, and external customer or interaction context) enable calculation of the individual task's business value and priority. This ensures the adequate prioritization and timely completion of all tasks for all customers.
+The personalized task distribution system is designed to capture, classify, prioritize, manage, report, and effectively distribute these tasks to the best fit employees based on certain business rules according to resources, skills, and availability.
+Business rules configured in the personalized distribution system (such as service level agreements, business calendars, and external customer or interaction context) enable calculation of the individual task's business value and priority. This ensures the adequate prioritization and timely completion of all tasks for all customers.
+Once the organization has a list of tasks that employees need to handle (coming from different systems, and the tasks already imported to the personalized task distribution system), the tasks are automatically distributed to employees based on their skills, capacity, and real-time presence. In this use case, the prioritization rules for the tasks can be influenced by real-time captured external data. These external data (captured from third-party systems (such as marketing, BI, workflow, network management, and maintenance systems) can be used to modify the routing and or prioritization rules.
-Once the organization has a list of tasks that agents need to handle (coming from different systems, and the tasks already imported to the personalized task distribution system), the tasks are automatically distributed to agents based on their skills, capacity, and real-time presence. In this use case, the prioritization rules for the tasks can be influenced by real-time captured external data. These external data (captured from third-party systems (such as marketing, BI, workflow, network management, and maintenance systems) can be used to modify the routing and or prioritization rules.
 The system provides functionality for near-real time monitoring and historical reports of operational performance and for the key business KPIs.
-|UCSummary=This use case builds on the use case {{#mintydocs_link:topic=BO02}}, adding third-party data lookup to enable context-based prioritization and routing. This feature enables companies to leverage data that is not available in the source system of the tasks to be used in prioritization or distribution decisions. These systems may include marketing, BI, or data warehouse systems as well as Genesys internal context services. The use case enables companies to better target skilled resources based on interaction history and/or customer context stored in non-integrated backend systems. For example, NPS survey results from a third-party system can be used to personalize work item handling and improving business outcomes. Displaying task-related external documents, references, and contextual information together with the work item improves the agility of handling tasks. Many personalization scenarios can be supported where the dynamically captured data is used for reprioritization and/or routing enhancement.
+|UCSummary=This use case builds on the use case {{Link-SomewhereInThisVersion|manual=GenesysEngage-onpremises|topic=BO02|display text=Genesys Work and Lead Distribution (BO02) for Genesys Engage on-premises}}, adding third-party data lookup to enable context-based prioritization and routing. This feature enables companies to leverage data that is not available in the source system of the tasks to be used in prioritization or distribution decisions. These systems may include marketing, BI, or data warehouse systems as well as Genesys internal context services. The use case enables companies to better target skilled resources based on interaction history and/or customer context stored in non-integrated backend systems. For example, NPS survey results from a third-party system can be used to personalize work item handling and improving business outcomes. Displaying task-related external documents, references, and contextual information together with the work item improves the agility of handling tasks. Many personalization scenarios can be supported where the dynamically captured data is used for reprioritization and/or routing enhancement.
-The scope of this use case is limited to certain parameters and may need additional integration as follows:
+*External Parameters might be captured from third-party systems or from Genesys Context Services (through webservices or DB lookup) to allow personalization of the business logic defined using Business Rules. Third-party systems must be integrated with Genesys to enable the capture of external context data. The format of the data and the communication interface will be defined at the beginning of the project (See Assumptions).
-* Parameters might be captured from third-party systems or from Genesys context services (through REST or DB lookup) to allow personalization or dynamically modify prioritization and/or routing. Such systems must be integrated with Genesys to enable data capture. In the case of third-party systems, the format of the data and the communication interface will be defined at the beginning of the project.
-* The data captured from integrated systems is limited to support the value-add routing decision only.  This use case provides additional personalization capabilities on top of Last Agent Routing and Preferred Agent Routing, such as dynamically increasing or decreasing priority of work items based on external parameters defined through third-party systems or Genesys context services, and/or adjust the routing for certain task types based on external parameters.
 |PainPoints=* Unable to measure and report on:
 * work completion
@@ Line 50: / Line 54: @@
 * Integrated quality and skills management of employees
 * Plan and forecast resources per skill
+|MaturityLevel=Differentiated
 |SellableItems=Genesys Conversation Manager (Optional)
 |CloudAssumptionsAdditional_Sales=* This use case is not available in the cloud
@@ Line 56: / Line 61: @@
 |BusinessFlow=The following diagram shows the business flow of the use case. Note that in the following business flow, the data lookup applies only to new interactions.
 |BusinessImage=https://www.lucidchart.com/documents/edit/778b1d61-d34c-4fc7-afcc-26785fe61a48/0
 |BusinessFlowDescription=# A task is created in the source (CRM/BPM/workflow) system.
 # Genesys captures the new tasks from the source system through existing capture adapters and creates a new interaction in iWD. See  {{#mintydocs_link:topic=BO02}} for details.
 # During the classification process iWD initiates one or more data lookups to fetch context data from third-party systems or from Genesys context services. This data can be used as additional attributes to distribute or prioritize tasks.
 # Based on the parameters available with task creation and the additional parameters fetched from another system, the interaction is classified based on business rules (see Business Logic section on {{#mintydocs_link:topic=BO04}}).
 # The interactions in the GTL (Global Task List) are reprioritized within specified intervals based on task attributes and/or additional context data.
-# iWD Interactions in the universal queue get routed to an agent or supervisor based on routing logic. Once an agent with the right skill becomes available to handle the task, the task is distributed to the agent. If it cannot be assigned within a specified period of time it is reprioritized.
+# iWD Interactions in the universal queue get routed to an employee or supervisor based on routing logic. Once an employee with the right skill becomes available to handle the task, the task is distributed to the employee. If it cannot be assigned within a specified period of time it is reprioritized.
-# The Genesys agent desktop opens the corresponding work item within the source system. The agent handles the task in the source system, as in {{#mintydocs_link:topic=BO02}}.
+# The Genesys employee desktop opens the corresponding work item within the source system. The employee handles the task in the source system, as in {{#mintydocs_link:topic=BO02}}.
 }}
 |BusinessLogic=In addition to the business logic from BO02, this use case makes the attributes from the customer context available within the business rules for task classification and prioritization as additional custom attributes. For example, the original source system may not include the customer segment for a specific task. A lookup in the CRM database can add this information to the task and can in turn be used within the prioritization rules to ensure that your VIP customers are handled with higher priority.
-|DistributionLogic=In addition to the distribution logic from BO02, this use case adds context-based routing, which uses the captured contextual data from third-party systems to enhance the task distribution. The attributes are made available to set up rules within the system. In addition to the standard and custom attributes supported in BO02, this use case adds further custom attributes to be used in routing rules to define the required agent skill to handle the specific interaction.
+|DistributionLogic=In addition to the distribution logic from BO02, this use case adds context-based routing, which uses the captured contextual data from third-party systems to enhance the task distribution. The attributes are made available to set up rules within the system. In addition to the standard and custom attributes supported in BO02, this use case adds further custom attributes to be used in routing rules to define the required employee skill to handle the specific interaction.
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=In addition to the agent desktop requirements from BO02, this use case requires the display of links and/or additional popup windows together with the task, showing external contextual data fetched from the third-party systems or Genesys context services.
+|AgentDeskRequirements=In addition to the Agent Workspace requirements from BO02, this use case requires the display of eternal contextual data fetched from the third-party systems or Genesys context services. These will be displayed as additional Case Data in Agent Workspace interaction views, pop-up notifications, and Contact and Interaction histories.
-|RealTimeReporting=In addition to the real-time reporting requirements of BO02, this use case adds:
+|RealTimeReporting=The iWD out-of-the-box Pulse templates can provide the following reports.
-*Real-time measurement of current Average Handling Time per group and/or per task type
-*Number of overdue (over SLA) tasks per group and/or per task type (with an alarm threshold)
+'''IWD Agent Activity'''
-*Number of tasks currently closed proximity to due date (with an alarm threshold)
-*Current occupancy rate of a group and/or individual(s), calculated from total log-in time and work handling time
+A report presenting agent or agent group activity as it relates to the processing of iWD work items of the type contacts. It is possible to report separately on not-ready reason codes in the relevant KPIs.
-|HistoricalReporting=In addition to the historical reporting requirements of BO02, this use case adds:
-*Average Handling Times per group and/or per task type (over a certain period)
+'''IWD Queue Activities'''
-*Number of overdue (over SLA) tasks per group and/or per task type
-*Average occupancy of individuals and average utilization of group(s), calculated from total log-in time and work handling time
+A report presenting agent or agent group activity as it relates to the processing of iWD work items of the type contacts. It is possible to report separately on not-ready reason codes in the relevant KPIs.The following graphic shows a typical dashboard configured with iWD templates for work item monitoring.
-*Reporting based on the attached data used for context based reprioritization or dynamic routing
-*Number of transfers, reclassifications, and escalations per agent and/or group
+[[File:BO_DistributeBusinessTasksEffectivelyPulse.png|500px|center|thumb]]
-|GeneralAssumptions=This use case can coexist with {{#mintydocs_link:topic=BO03}} to provide more personalization.
+|HistoricalReporting=Using CX Insights, Genesys provides some out-of-the-box reports and metrics, including these out-of-the-box customizable reports:
-|CustomerAssumptions=As this use case has dependencies on {{#mintydocs_link:topic=BO02}}, please review and reference underlying assumptions.
+*Capture Reports
+**Capture Point Business Value
+**Capture Point Task Duration
+**Classification Reports
+**Customer Segment Service Level
+*Intraday Backlog Summary
+**Process Volume
+**Resource Reports
+**Resource Performance
+**Queue Reports
+**Queue Priority Range
+**Queue Task Duration
+*Task Detail Reports
+|DocVersion=v 1.2.5
+|GeneralAssumptions=This use case requires:
+*{{#mintydocs_link:topic=BO02}}
+*This use case can coexist with {{#mintydocs_link:topic=BO03}} to provide more personalization.
+*The source of external context data shall comply with the default external context adapter (PS asset).
+*Network communication between Genesys and the source of external contextual data is enabled.
 |RequiresAll=BO02
-|SMART_PremiseAssumptions={{SMART PremiseAssumptions
+|Optional=BO03
-|Premise_Assumption=This use case is available in Premise
+|RelatedDocs={{TSSection
-}}
+|sectionheading=Agent Workspace
-|SMART_CloudAssumptions={{SMART CloudAssumptions
+|description=Case Data configuration
-|Cloud_Assumption=This use case is not available in the cloud
+|relatedarticles=*[https://docs.genesys.com/Documentation/HTCC/9.0.0/IWWDep/CustomerCase Case Data and Attached Data] (Restricted doc)
-}}
+}}{{TSSection
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|sectionheading=Workspace Desktop Edition
-|Hybrid_Assumption=v 1.1.1
+|description=Case Data configuration
+|relatedarticles=*[https://docs.genesys.com/Documentation/IW/8.5.1/Dep/CaseData Case Data and Attached Data]
 }}
 }}

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