Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/SL05"

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m (Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1")
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* Providing visibility through real-time and historic metrics
 
* Providing visibility through real-time and historic metrics
 
|UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs.
 
|UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs.
|PainPoints=* Unable to measure and report on:​
+
|PainPoints=* No visibility into lead queues and backlogs
* work completion​
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* Employees cherry pick work
* employee utilization​
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* Leads are not handled by employees in time and may get lost
* SLA adherence​​​​
+
* Leads are pulled rather than pushed to employees
* No visibility into task queues and backlogs​
+
* Unable to plan omni-channel resourcing to match peak online activity
* Tasks split across CRM, ERP, BPM and other enterprise systems​
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* Unable to measure and report on employee utilization
* Employee’s cherry pick work​​​​
+
|DesiredState=* Single global list of tasks (both real-time and offline)  
* Tasks are pulled rather than pushed to employees​
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* Real time and continuous prioritization of leads
* Unable to plan omnichannel resourcing to match peak online activity​​​
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* Automation of SLA Management
|DesiredState=* Single global task list (both real-time and offline)
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* Consolidated Employee Desktop with full context of the lead
* Real time and continuous prioritization of task​
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* Equitable distribution of leads across employee base
* Automation of SLA Management​​
+
* Insights into workforce skills and proficiency
* Proactive Notification of task progress to customers and/or management​
 
* Consolidated Employee Desktop with full context of the task inputs​
 
* Equitable distribution of tasks across employee base​​
 
* Insights into workforce skills and proficiency​
 
* Integrated quality and skills management of employees​
 
* Plan and forecast resources per skill​​​
 
 
|MaturityLevel=Defined
 
|MaturityLevel=Defined
 
|SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional)
 
|SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional)
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Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative.
 
Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative.
|CustomerAssumptions=* Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration.
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|DocVersion=v 1.0.2
* Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads.
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|CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration.
* Any changes within the web site which is needed for the integration with Genesys are within the customer responsibility.
+
*Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads.
* Genesys Interactive Insights for IWD is used for historical reporting.  
+
*Any changes within the web site which is needed for the integration with Genesys are within the customer responsibility.
* Workspace Desktop Edition (WDE) is used as lead development representative desktop.  
+
*Genesys Interactive Insights for IWD is used for historical reporting.
* Up to 5 departments with 10 processes each are configured as part of this use case.  
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*Workspace Desktop Edition (WDE) is used as lead development representative desktop.
* Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations.  
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*Up to 5 departments with 10 processes each are configured as part of this use case.
* Pulse is used for real-time reporting.
+
*Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations.
 +
*Pulse is used for real-time reporting.
 
|PremiseAssumptionsAdditional=This use case is available in Premise
 
|PremiseAssumptionsAdditional=This use case is available in Premise
 
|SMART_CloudAssumptions={{SMART CloudAssumptions
 
|SMART_CloudAssumptions={{SMART CloudAssumptions
 
|Cloud_Assumption=This use case is not available in the cloud
 
|Cloud_Assumption=This use case is not available in the cloud
 
}}
 
}}
|DocVersion=v 1.0.1
 
 
}}
 
}}

Revision as of 11:06, March 10, 2020

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The PS material for this use case has not been finalized. Please contact your local CSD for effort estimates and scope details of this use case.

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Use Case Overview

Story and Business Context

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Summary

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Use Case Definition

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Business and Distribution Logic

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