Difference between revisions of "UseCases/Current/GenesysEngage-cloud/SL05"
From Genesys Documentation
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{{SMART UseCase | {{SMART UseCase | ||
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|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
|UCBenefitID=Improved Employee Occupancy | |UCBenefitID=Improved Employee Occupancy | ||
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'''Benefits of iWD Lead Management'''<ul><li>Visibility into how leads are processed by employees </li><li>“Managing” items for telesales, lead development representatives and marketing rather than relying on people to cherry-pick the leads to progress</li><li>Rigorously applying skills-based routing to match segmented leads with the best-skilled employee</li><li>Prioritizing and re-prioritizing leads based on various business values at that moment in time</li><li>Dynamically matching the demand of leads with the supply of skilled resources throughout the day </li><li>Providing visibility through real-time and historical metrics</li><li>Providing the necessary data for workforce management and optimization</li></ul> | '''Benefits of iWD Lead Management'''<ul><li>Visibility into how leads are processed by employees </li><li>“Managing” items for telesales, lead development representatives and marketing rather than relying on people to cherry-pick the leads to progress</li><li>Rigorously applying skills-based routing to match segmented leads with the best-skilled employee</li><li>Prioritizing and re-prioritizing leads based on various business values at that moment in time</li><li>Dynamically matching the demand of leads with the supply of skilled resources throughout the day </li><li>Providing visibility through real-time and historical metrics</li><li>Providing the necessary data for workforce management and optimization</li></ul> | ||
|UCSummary=A lead is shopping on the online shop and abandons their shopping cart. These interactions are captured by the website and delivered to the <span>intelligent Workload Distribution</span> solution as a "hot lead". The lead is captured from the website, and then placed into the universal queue with a priority schema defined by the size of the shopping cart, the value of the product/ service and/or by any other data points known about the lead (mobile customer segment, etc.), the distribution of the lead to lead development representatives is optionally blended with other work such as chat or voice leads. The lead is then continuously reprioritized based on business rules, which define the service level. All voice / non-voice interactions are distributed to the best-skilled lead development representative respecting their service level agreements. | |UCSummary=A lead is shopping on the online shop and abandons their shopping cart. These interactions are captured by the website and delivered to the <span>intelligent Workload Distribution</span> solution as a "hot lead". The lead is captured from the website, and then placed into the universal queue with a priority schema defined by the size of the shopping cart, the value of the product/ service and/or by any other data points known about the lead (mobile customer segment, etc.), the distribution of the lead to lead development representatives is optionally blended with other work such as chat or voice leads. The lead is then continuously reprioritized based on business rules, which define the service level. All voice / non-voice interactions are distributed to the best-skilled lead development representative respecting their service level agreements. | ||
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|PainPoints=* No visibility into lead queues and backlogs | |PainPoints=* No visibility into lead queues and backlogs | ||
* Employees cherry pick work | * Employees cherry pick work | ||
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* Insights into workforce skills and proficiency | * Insights into workforce skills and proficiency | ||
|BuyerPersonas=Head of Sales, Head of Ecommerce, Head of Business Units | |BuyerPersonas=Head of Sales, Head of Ecommerce, Head of Business Units | ||
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|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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|CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of Genesys Engage cloud to sell | |CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of Genesys Engage cloud to sell | ||
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|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
| − | |BusinessFlow= | + | |BusinessFlow='''Lead Capture (out of scope for the use case)''' |
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The logic, which triggers the creation of a lead within Genesys, depends on the website and is out of the scope of this use case. When a lead is detected logic on the company website or lead capture system will create a new lead within Genesys. A typical scenario is an abandoned shopping cart event as is shown in the following diagram: | The logic, which triggers the creation of a lead within Genesys, depends on the website and is out of the scope of this use case. When a lead is detected logic on the company website or lead capture system will create a new lead within Genesys. A typical scenario is an abandoned shopping cart event as is shown in the following diagram: | ||
|BusinessImage=https://www.lucidchart.com/documents/edit/c285a330-2cac-4352-8b20-f211fcbf7e4f/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/c285a330-2cac-4352-8b20-f211fcbf7e4f/0 | ||
| − | |BusinessFlowDescription | + | |BusinessFlowDescription=Lead Capture (out of scope for the use case) |
#A lead browses the website or customer portal of the company. | #A lead browses the website or customer portal of the company. | ||
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#If he does not proceed with his buying process or closes the browser, a lead is generated. All relevant data is collected by the website and the lead is created in Genesys for distribution to a lead development representative. | #If he does not proceed with his buying process or closes the browser, a lead is generated. All relevant data is collected by the website and the lead is created in Genesys for distribution to a lead development representative. | ||
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
| − | |BusinessFlow= | + | |BusinessFlow='''Business Flow - Distribution''' |
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The following diagram shows the business flow of the use case: | The following diagram shows the business flow of the use case: | ||
|BusinessImage=https://www.lucidchart.com/documents/edit/118824f4-6d06-4cad-821e-8df9ad4821ef/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/118824f4-6d06-4cad-821e-8df9ad4821ef/0 | ||
| − | |BusinessFlowDescription | + | |BusinessFlowDescription=Business Flow - Distribution |
#A new lead is created in the system with all attached data necessary to process the lead (see chapter “Attributes”). | #A new lead is created in the system with all attached data necessary to process the lead (see chapter “Attributes”). | ||
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#The lead development representative will handle the lead and attempt to call the lead using the provided contact data. | #The lead development representative will handle the lead and attempt to call the lead using the provided contact data. | ||
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
| − | |BusinessFlow= | + | |BusinessFlow='''Business Flow - Lead Handling''' |
|BusinessImage=https://www.lucidchart.com/documents/edit/8977843f-84ce-418c-9121-aca541bbc985/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/8977843f-84ce-418c-9121-aca541bbc985/0 | ||
| − | |BusinessFlowDescription | + | |BusinessFlowDescription=Business Flow - Lead Handling |
#The lead development representative makes an outbound call to the customer lead to convert the sale. There could be various results from this call attempt | #The lead development representative makes an outbound call to the customer lead to convert the sale. There could be various results from this call attempt | ||
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#If the call attempt fails, The advisor records the outcome and either parks the lead in their workbin or returns the lead to the queue. | #If the call attempt fails, The advisor records the outcome and either parks the lead in their workbin or returns the lead to the queue. | ||
}} | }} | ||
| − | |BusinessLogic= | + | |BusinessLogic='''Attributes''' |
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Lead classification and prioritization in intelligent Workload Distribution are based on business rules. In order to apply these business rules within intelligent Workload Distribution, a set of business attributes (parameters) are passed to iWD in the capture event. | Lead classification and prioritization in intelligent Workload Distribution are based on business rules. In order to apply these business rules within intelligent Workload Distribution, a set of business attributes (parameters) are passed to iWD in the capture event. | ||
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Please note that the intelligent Workload Distribution data model contains more attributes, however, the table focusses on the attributes which are actively used within the configuration of this use case for one of the three purposes listed above. | Please note that the intelligent Workload Distribution data model contains more attributes, however, the table focusses on the attributes which are actively used within the configuration of this use case for one of the three purposes listed above. | ||
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| + | '''Business Rules''' | ||
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This chapter describes the business rules which are used to classify and to prioritize a lead. | This chapter describes the business rules which are used to classify and to prioritize a lead. | ||
For the lead management rules, basic prioritization, and due date and time are defined by the value of the lead. The following diagram shows an example of a basic lead prioritization: | For the lead management rules, basic prioritization, and due date and time are defined by the value of the lead. The following diagram shows an example of a basic lead prioritization: | ||
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*<span style="color: rgb(255, 0, 0);" data-mce-style="color: #ff0000;"><span style="color: rgb(0, 0, 0);" data-mce-style="color: #000000;">Please note that in a blended environment the priority ranges used for leads will be broadly aligned with the priority ranges for other media types to ensure the right behavior (distribution order) within the environment. For example, if the employee is answering both phone calls and leads, the sales manager would like phone calls to be answered first, then the priority of voice calls should start higher than work items maximum priority. If there is an inflection point where the leads are more important than voice calls then the prioritization strategy should reflect that. e.g. leads within 2 hours of their due date and time are more important than voice calls that are in the queue for 30 seconds.</span></span> | *<span style="color: rgb(255, 0, 0);" data-mce-style="color: #ff0000;"><span style="color: rgb(0, 0, 0);" data-mce-style="color: #000000;">Please note that in a blended environment the priority ranges used for leads will be broadly aligned with the priority ranges for other media types to ensure the right behavior (distribution order) within the environment. For example, if the employee is answering both phone calls and leads, the sales manager would like phone calls to be answered first, then the priority of voice calls should start higher than work items maximum priority. If there is an inflection point where the leads are more important than voice calls then the prioritization strategy should reflect that. e.g. leads within 2 hours of their due date and time are more important than voice calls that are in the queue for 30 seconds.</span></span> | ||
| − | + | '''Business Context and Classification Rules''' | |
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With intelligent Workload Distribution, every lead is assigned to a Department and a Process. Departments and Processes are used as reporting dimensions and to organize rules. The leads are assigned after they are captured by the system based on the segmentation criteria. | With intelligent Workload Distribution, every lead is assigned to a Department and a Process. Departments and Processes are used as reporting dimensions and to organize rules. The leads are assigned after they are captured by the system based on the segmentation criteria. | ||
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{{!}}} | {{!}}} | ||
If the necessary attributes for lead classification are not provided from the website, a default department and process is assigned to the lead. | If the necessary attributes for lead classification are not provided from the website, a default department and process is assigned to the lead. | ||
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| − | + | '''Priority Rules''' | |
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| + | '''Service Level and Due Dates''' | ||
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A) New Leads | A) New Leads | ||
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Due date and overflow times will be determined by service level after a lead is manually rescheduled or automatically rescheduled because the customer could not be reached. | Due date and overflow times will be determined by service level after a lead is manually rescheduled or automatically rescheduled because the customer could not be reached. | ||
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| + | '''Lead Priority''' | ||
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'''A) Priority Calculation for new Leads''' | '''A) Priority Calculation for new Leads''' | ||
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When a lead reaches the due date, the priority is set to the overdue priority and is not changed after this. This overdue priority is set in the same priority rules as described in the section “Priority Rules”. For unsuccessful leads (Not OK), the overdue priority is increased based on the current attempt number. | When a lead reaches the due date, the priority is set to the overdue priority and is not changed after this. This overdue priority is set in the same priority rules as described in the section “Priority Rules”. For unsuccessful leads (Not OK), the overdue priority is increased based on the current attempt number. | ||
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| + | '''Business Calendar''' | ||
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A business calendar is used to reflect the working hours of the organization. (Please note that lead prioritization will still continue during out of office hours corresponding to the linear model described above). | A business calendar is used to reflect the working hours of the organization. (Please note that lead prioritization will still continue during out of office hours corresponding to the linear model described above). | ||
One business calendar is configured in Designer as part of this use case. | One business calendar is configured in Designer as part of this use case. | ||
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| + | '''Lead Lifecycle''' | ||
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As described within the business flow above, various options exist for the lead once it is distributed to the lead development representative desktop. This chapter provides details on the functionality provided for these options. | As described within the business flow above, various options exist for the lead once it is distributed to the lead development representative desktop. This chapter provides details on the functionality provided for these options. | ||
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| + | '''Lead Completion''' | ||
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Once a lead is delivered to a lead development representative, the lead development representative will: | Once a lead is delivered to a lead development representative, the lead development representative will: | ||
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*The lead development representative will set the lead result according to the outcome (converted, not converted) and will finish the lead handling within the lead development representative desktop. In this case, the Genesys lead is completed and the lead is archived. | *The lead development representative will set the lead result according to the outcome (converted, not converted) and will finish the lead handling within the lead development representative desktop. In this case, the Genesys lead is completed and the lead is archived. | ||
| − | + | '''Rescheduling a Lead''' | |
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Leads that can not be closed on first contact can either be saved to the lead development representitives workbin or transferred back into queue for follow up | Leads that can not be closed on first contact can either be saved to the lead development representitives workbin or transferred back into queue for follow up | ||
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| + | '''Unsuccessful call attempt''' | ||
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Once a lead is delivered to a lead development representative, the lead development representative will: | Once a lead is delivered to a lead development representative, the lead development representative will: | ||
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*The lead development representative finishes the lead handling in the lead development representative desktop and is ready for new leads. | *The lead development representative finishes the lead handling in the lead development representative desktop and is ready for new leads. | ||
| − | + | '''The lead goes stale''' | |
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If a lead could not be distributed to a lead development representative within a configurable amount of time (e.g. 24 hours) the lead can be marked as stale and not deliverd. This is based on the general observation that prospects who are contacted quickly after they visited the website are more likely to be converted while they are showing buying intent. Lead conversion probability drops if the lead development representative contact is too late. | If a lead could not be distributed to a lead development representative within a configurable amount of time (e.g. 24 hours) the lead can be marked as stale and not deliverd. This is based on the general observation that prospects who are contacted quickly after they visited the website are more likely to be converted while they are showing buying intent. Lead conversion probability drops if the lead development representative contact is too late. | ||
| − | + | '''Additional Business Logic'''<p>In a blended environment, the configuration of maximum and minimum priority must be synchronized with the priority settings of other media types. | |
| − | <p>In a blended environment, the configuration of maximum and minimum priority must be synchronized with the priority settings of other media types. | ||
</p> | </p> | ||
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#*When an agent becomes available Genesys routes to that agent and opens the lead in the Genesys desktop. | #*When an agent becomes available Genesys routes to that agent and opens the lead in the Genesys desktop. | ||
}} | }} | ||
| − | |DistributionLogic= | + | |DistributionLogic='''Skills based routing''' |
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This use case is provided with a predefined routing strategy that creates all the queues needed to match the lead with the best development representative. The distribution strategy is based on distribution via skill, ensuring that a lead is distributed to the best suitable lead development representative independent on their place within the organization. | This use case is provided with a predefined routing strategy that creates all the queues needed to match the lead with the best development representative. The distribution strategy is based on distribution via skill, ensuring that a lead is distributed to the best suitable lead development representative independent on their place within the organization. | ||
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The values for N, M, and P are configurable based on Department and Process. | The values for N, M, and P are configurable based on Department and Process. | ||
|CustomerInterfaceRequirements=N/A | |CustomerInterfaceRequirements=N/A | ||
| − | |AgentDeskRequirements= | + | |AgentDeskRequirements='''Lead handling related functionality''' |
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The lead development representative desktop provides sets of functionalities which are related to: | The lead development representative desktop provides sets of functionalities which are related to: | ||
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*In case Genesys Voice Routing is used by the organization, automatic click-to-call to the customer phone number is supported by the desktop or the Gplus adapter. | *In case Genesys Voice Routing is used by the organization, automatic click-to-call to the customer phone number is supported by the desktop or the Gplus adapter. | ||
| − | + | '''Lead Presentation to a lead development representative''' | |
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The data set which is displayed to the lead development representative is: | The data set which is displayed to the lead development representative is: | ||
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*Number of rescheduling attempts | *Number of rescheduling attempts | ||
| − | + | '''General capabilities''' | |
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The workspace application will provide the following functionalities: | The workspace application will provide the following functionalities: | ||
*The lead development representative desktop will have multiple not-ready reason codes configured (Admin Work, Break, Lunch, Meeting, Pause, RONA, and Training). | *The lead development representative desktop will have multiple not-ready reason codes configured (Admin Work, Break, Lunch, Meeting, Pause, RONA, and Training). | ||
| − | + | '''Statistics Displayed on lead development representative Desk''' | |
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The required statistics to be presented at lead development representative desktop consists of lead development representative, status and interactions statistics per day) | The required statistics to be presented at lead development representative desktop consists of lead development representative, status and interactions statistics per day) | ||
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|HistoricalReporting=Customer Experience Insights for IWD is used to provide historical reporting. The IWD department and process provide the dimensions for out-of-the-box aggregated information in iWD Datamart for them. | |HistoricalReporting=Customer Experience Insights for IWD is used to provide historical reporting. The IWD department and process provide the dimensions for out-of-the-box aggregated information in iWD Datamart for them. | ||
For more information on the historical reporting please see the Genesys Work Distribution use case (BO02). | For more information on the historical reporting please see the Genesys Work Distribution use case (BO02). | ||
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|CustomerAssumptions=*Genesys standard REST capture adapter to be used for inbound leads from the source system. | |CustomerAssumptions=*Genesys standard REST capture adapter to be used for inbound leads from the source system. | ||
*Outbound webhooks can be sent from the capture point back to the lead source system. | *Outbound webhooks can be sent from the capture point back to the lead source system. | ||
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*iWD Manger and Designer are used for managing the leads waiting for a lead development representative and associated realtime analytics | *iWD Manger and Designer are used for managing the leads waiting for a lead development representative and associated realtime analytics | ||
|RequiresAll=CE01, BO02 | |RequiresAll=CE01, BO02 | ||
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|PremiseAssumptionsAdditional=N/A | |PremiseAssumptionsAdditional=N/A | ||
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|CloudAssumptionsAdditional=*Business Calendars will be handled in Designer | |CloudAssumptionsAdditional=*Business Calendars will be handled in Designer | ||
*Customizations of the Business Process and rules is supported through Designer and iWD Manager | *Customizations of the Business Process and rules is supported through Designer and iWD Manager | ||
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*#Business calendar support in iWD Manager is not supported by cloud engineering e.g. the iWD Manager prioritization will not adjust for weekends or inside and outside of business hours. The distribution of work will stop outside of Designer business hours. | *#Business calendar support in iWD Manager is not supported by cloud engineering e.g. the iWD Manager prioritization will not adjust for weekends or inside and outside of business hours. The distribution of work will stop outside of Designer business hours. | ||
*#All work items need to be submitted through the cloud capture point only. This capture may be technically capable of capturing other media type but the infrastructure behind this capture point will only support work items or work items routed, screen popped and reported through the REST capture point. | *#All work items need to be submitted through the cloud capture point only. This capture may be technically capable of capturing other media type but the infrastructure behind this capture point will only support work items or work items routed, screen popped and reported through the REST capture point. | ||
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|DocVersion=v 1.0.1 | |DocVersion=v 1.0.1 | ||
}} | }} | ||
Revision as of 14:58, July 16, 2020
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Important
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.No results
Contents
Use Case Overview
Story and Business Context
Info needed.
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: Info needed.
*You can sort all use cases according to their stated benefits here: Sort by benefits
Summary
Info needed.
Use Case Definition
Info needed.
Business and Distribution Logic
Business Logic
Info needed.
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 |
|---|---|---|---|
| None | None | None | None |
Document Version
Needs info.