BO07/Canonical

Important

This information is shared by BO07 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys KPI Insights	Monitor and analyze interaction data to detect addressable service level anomalies	Business Optimization	Inbound	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: You need quick and easy access to insights that will help you properly manage service levels. When data is missing or is inconsistent across channels, and when business users find it difficult to get to information they need to make good decisions, customer and agent experiences suffer.

Platform Solution: Improve the customer and employee experience by giving business users a full view into service level performance and tools to take timely action. Genesys KPI Insights monitors performance against service level goals and provides simple filtering, drill-down and custom reporting to address service issues in a snap.

Platform Benefits

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

Canonical Benefit	Explanation
Improved First Contact Resolution	Users must be able to report, monitor and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact requires the ability to identify and understand anomalies. This can improve FCR.
Increased Revenue	Manage resources to optimal service levels to increase revenue and improve business outcomes.
Reduced Administration Costs	Users must be able to report, monitor, and make decisions regarding their contact center/customer experience. Knowing when changes need to be made and its impact require the ability to identify and understand anomalies This reduces labor costs.

High Level Flow

Info needed

Canonical Sales Content

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Personas

• Business Analyst
• Head of Contact Center(s)
• Head of IT Infrastructure

Qualifying Questions

1. Are you able to set SLA targets and effectively monitor them? Are you able to drill down to understand root causes of falling SLAs?
2. Can you see how many customers attempted self service but opted out? Do you know why they called in the first place?
3. Is it easy to tell what kind of agents are handling your high value customers? (e.g., new hires, experienced, top performers)