Difference between revisions of "UseCases/Current/GenesysCloud/CE03"
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 Net Promoter Score | |UCBenefitID=Improved Net Promoter Score | ||
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|UCIntro=Genesys Callback (CE03) will be consolidated into {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43}} and it is set to be decommissioned by end of June 2020. Please use the new use case for new opportunities. | |UCIntro=Genesys Callback (CE03) will be consolidated into {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43}} and it is set to be decommissioned by end of June 2020. Please use the new use case for new opportunities. | ||
|UCOverview=No one likes to wait on hold. If the system detects an excessive wait time for a caller in a queue, the system offers the caller the option to request a callback. This functional use case enables companies to improve customer experience by improving in-queue treatment ({{#mintydocs_link:topic=CE01}}) with configurable wait time announcements and callback offers. When companies enable callbacks within their Genesys environments, benefits can include: | |UCOverview=No one likes to wait on hold. If the system detects an excessive wait time for a caller in a queue, the system offers the caller the option to request a callback. This functional use case enables companies to improve customer experience by improving in-queue treatment ({{#mintydocs_link:topic=CE01}}) with configurable wait time announcements and callback offers. When companies enable callbacks within their Genesys environments, benefits can include: | ||
| − | |UCSummary=When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent is above a specified threshold, they will be presented with the option to receive a callback | + | |UCSummary=When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent is above a specified threshold, they will be presented with the option to receive a callback. Different treatment can be applied and a different message presented based on the length of the wait. The wait time thresholds can be specified by the business and quickly adjusted if required. |
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|PainPoints=*Long queue times lead to abandons and missed service levels | |PainPoints=*Long queue times lead to abandons and missed service levels | ||
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*When accepted, the callback is registered in the queue | *When accepted, the callback is registered in the queue | ||
*When the callback reaches the top of the queue, it is assigned to an available agent. | *When the callback reaches the top of the queue, it is assigned to an available agent. | ||
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|MaturityLevel=Consistent | |MaturityLevel=Consistent | ||
|SellableItems=Genesys Cloud 2 or greater | |SellableItems=Genesys Cloud 2 or greater | ||
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|CloudAssumptionsAdditional_Sales=* This use case is available on Cloud | |CloudAssumptionsAdditional_Sales=* This use case is available on Cloud | ||
|PremiseAssumptions=N/A | |PremiseAssumptions=N/A | ||
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|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
| + | |BusinessFlow=(1) | ||
|BusinessImage=https://www.lucidchart.com/documents/edit/bbaf9a45-8ac4-4644-9ae9-049547b3caf9/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/bbaf9a45-8ac4-4644-9ae9-049547b3caf9/0 | ||
|BusinessFlowDescription=1.1 - A customer calls a service line of the company. As described in {{#mintydocs_link:topic=CE01}}<span>, Genesys Cloud transfers the call to a queue. | |BusinessFlowDescription=1.1 - A customer calls a service line of the company. As described in {{#mintydocs_link:topic=CE01}}<span>, Genesys Cloud transfers the call to a queue. | ||
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1.4 - After the announcements, the system offers the option for a callback to the customer. | 1.4 - After the announcements, the system offers the option for a callback to the customer. | ||
| − | 1.5 - If the customer does not accept the callback, the call continues to wait in the queue. If the customer accepts the callback, the system registers the callback. | + | 1.5 - If the customer does not accept the callback, the call continues to wait in the queue. If the customer accepts the callback, the system registers the callback. |
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
| − | |BusinessFlow='''Register Callback''' | + | |BusinessFlow=(2) '''Register Callback''' |
|BusinessImage=https://www.lucidchart.com/documents/edit/8b130009-8a45-42ad-9aae-3fb622b734a6/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/8b130009-8a45-42ad-9aae-3fb622b734a6/0 | ||
|BusinessFlowDescription=2.1- Genesys Cloud asks the customer to verify the phone number for the callback. | |BusinessFlowDescription=2.1- Genesys Cloud asks the customer to verify the phone number for the callback. | ||
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2.5 - Genesys Cloud registers the callback request in the same queue as the original conversation and ends the call. The callback replaces the original call and maintains the caller's position in the queue. | 2.5 - Genesys Cloud registers the callback request in the same queue as the original conversation and ends the call. The callback replaces the original call and maintains the caller's position in the queue. | ||
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
| − | |BusinessFlow='''Callback''' | + | |BusinessFlow=(3) '''Callback''' |
|BusinessImage=https://www.lucidchart.com/documents/edit/3cddc70b-a2c8-41ce-bd7e-06923008f7c2/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/3cddc70b-a2c8-41ce-bd7e-06923008f7c2/0 | ||
|BusinessFlowDescription=3.1 - Genesys Cloud assigns the callback interaction to an agent in the queue. | |BusinessFlowDescription=3.1 - Genesys Cloud assigns the callback interaction to an agent in the queue. | ||
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}} | }} | ||
|BusinessLogic=The business can configure the messages played and the wait time thresholds: | |BusinessLogic=The business can configure the messages played and the wait time thresholds: | ||
| − | * Automated In queue wait time threshold | + | |
| − | * Wait time playback threshold(s) | + | *Automated In queue wait time threshold |
| − | * In queue waiting prompts could include callback option to customer | + | *Wait time playback threshold(s) |
| − | * Customer can opt in to leave a callback request | + | *In queue waiting prompts could include callback option to customer |
| − | * Number of times to offer callback option to customers | + | *Customer can opt in to leave a callback request |
| + | *Number of times to offer callback option to customers | ||
====<span class="mw-headline" id="Callback_Priority">Callback Priority</span>==== | ====<span class="mw-headline" id="Callback_Priority">Callback Priority</span>==== | ||
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====<span class="mw-headline" id="Routing_callback_requests_to_agents">Routing callback requests to agents</span>==== | ====<span class="mw-headline" id="Routing_callback_requests_to_agents">Routing callback requests to agents</span>==== | ||
When a callback request reaches the top of the queue, Genesys Cloud assigns it to the best-fit agent. That agent initiates the callback to the customer. | When a callback request reaches the top of the queue, Genesys Cloud assigns it to the best-fit agent. That agent initiates the callback to the customer. | ||
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|DistributionLogic=N/A | |DistributionLogic=N/A | ||
|CustomerInterfaceRequirements=N/A | |CustomerInterfaceRequirements=N/A | ||
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** Supervisors can schedule reports to run and download in batch. | ** Supervisors can schedule reports to run and download in batch. | ||
|HistoricalReporting=Same as Real Time Reporting. | |HistoricalReporting=Same as Real Time Reporting. | ||
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|GeneralAssumptions=No integration with third-party systems. | |GeneralAssumptions=No integration with third-party systems. | ||
|CustomerAssumptions=N/A | |CustomerAssumptions=N/A | ||
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|Premise_Assumption=N/A | |Premise_Assumption=N/A | ||
}} | }} | ||
| − | | | + | |DocVersion=v 1.0.2 |
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}} | }} | ||
Revision as of 12:57, August 11, 2020
No results
Important
Genesys Callback (CE03) will be consolidated into #mintydocs_link must be called from a MintyDocs-enabled page (UseCases/Current/GenesysCloud/CE03).
and it is set to be decommissioned by end of June 2020. Please use the new use case for new opportunities.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.