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| − | {{SMART UseCase
| + | #REDIRECT [[UseCases/Current/GenesysCloud/CE43]] |
| − | |GeneralAssumptions=N/A
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| − | |CustomerAssumptions=N/A
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| − | |SMART_PremiseAssumptions={{SMART PremiseAssumptions
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| − | |Premise_Assumption=N/A
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| − | }}
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| − | |CloudAssumptionsAdditional=* Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method.
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| − | * Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary.
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| − | * All routing options and configuration parameters are configured through PureCloud Architect.
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| − | * All customer input is via DTMF prompts or menu ASR.
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| − | * Customers need to provide recordings for prompts. Standard definition for these recordings will be provided
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| − | * Integrations with third-party systems are out-of-scope for this use case.
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| − | |SMART_HybridAssumptions={{SMART HybridAssumptions
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| − | |Hybrid_Assumption=v 1.0.2
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| − | }}
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| − | |CustomerInterfaceRequirements=N/A
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| − | |AgentDeskRequirements=* The agent can view the queue when the call is presented.
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| − | * Agents can transfer calls to other individual agents or other queues as out-of-the-box functionality.
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| − | * The agents can transfer calls to defined route points. The routing logic defined for these route points will be similar to the routing logic defined above. Only route points to transfer calls will be visible to the agent in his desktop.
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| − | * Not-ready presences (Admin Work, Lunch, Meeting, Pause, Training) are configured.
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| − | * Wrap-up codes for reporting business outcomes (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell) are configured.
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| − | |RealTimeReporting=Due to the continuous evolution, the features available in PureCloud rapidly change. Please reference the PureCloud Resource Center for latest features at [https://help.mypurecloud.com PureCloud Resource Center] .
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| − | Examples of current PureCloud Historical and Real-time views that provide relevant insights:
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| − | * Agent
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| − | ** Provides metrics on agent status, agent performance, agent interactions, and other metrics to understand agent activity. Filters include skill(s), language(s), wrap up code(s), and more.
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| − | * Queue
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| − | ** There are a number of views providing insight into queue(s).
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| − | ** The Queue Performance Details view allows you to filter your interactions by skill(s).
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| − | ** Queue Activity view will also show Real-Time metrics including all calls that are currently waiting and interacting
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| − | * Interactions
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| − | ** This view provides metrics on both historical and real-time interactions. It provides the ability to filter interactions based on metrics including agent name(s) and wrap-up code(s).
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| − | * Reports
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| − | ** PureCloud has a full library of canned reports available in PDF and XLSX formats.
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| − | ** Supervisors can filter these reports by dates, users, queues, and so on.
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| − | ** Supervisors can download reports from the PureCloud user interface.
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| − | ** Supervisors can schedule reports to run and download in batch.
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| − | * Other Views
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| − | ** WMW
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| − | ** Quality
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| − | ** Outbound
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| − | ** Scheduled Callbacks
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| − | ** Campaigns
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| − | ** And more
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| − | |HistoricalReporting=Same with real-time reporting.
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| − | |BusinessImageFlow={{SMART BusinessImageFlow
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| − | |BusinessImage=https://www.lucidchart.com/documents/edit/358cc499-4a09-4839-bcb5-b90e6271e7f4/0
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| − | |BusinessFlowDescription=# The caller initiates an inbound voice call to the contact center.
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| − | # The system checks if the day is configured as a special day. In this case a special day announcement is played, and the call is disconnected.
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| − | # The system checks if the call is within the contact center's business hours. If not, an out-of-office announcement is played, and the call is disconnected.
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| − | # The system checks if an emergency announcement is activated. In this case an emergency announcement is played, and the call is disconnected.
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| − | # The system presents a menu to the customer that allows them to express why they called.
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| − | # The caller chooses a menu option using DTMF tone entered on handset. If the caller does not choose an option or chooses a non-available option, the menu will be repeated up to 2 times. If the caller still does not choose a valid menu option the call will be handled with default routing parameters.
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| − | # The call is distributed to the best-fit agent for the chosen topic based on the agent's skill and skill level (see Distribution Logic for details).
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| − | # At the end of the call the agent sets a wrap-up code to record the call outcome for reporting purposes.
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| − | }}
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| − | |BusinessLogic=Operational parameters allow you to configure routing logic, including the target skills for each menu option, timers, and overflows. Some parameters are only available at the DNIS / Route Point level. These are either needed only once at the beginning of the call flow (greeting message), or will be used across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS / Route Point level (if no call routing has been activated) and at the level of the choice of a specific touch point.
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| − | ====Parameters to Configure Service Level Announcements====
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| − | * Business hours - sets the hours that you are open and accepting calls
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| − | * Special day - A list of exceptions to the regular open hours, for a holiday or other reason
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| − | * Emergency declared - Activates the emergency announcement (such as a power outage or general closure)
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| − | | |
| − | ====Parameters to Define Call Routing / DTMF Menus====
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| − | Customers can configure up to four levels of DTMF menus, with a maximum of nine sub-options for each level. A caller's choice of DTMF menus and sub-options determines the service they need and the agent skill required to best meet that need.
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| − | These DTMF levels and sub-options provide the greatest flexibility to adapt the use case to specific company requirements. However, to avoid a badcustomer experience, we recommend that customers use the minimum number of levels and menu choices.
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| − | ====Distribution Parameters====
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| − | Standard ACD routing uses the following parameters to define distribution behavior. Customers can configure these parameters according to the combination of possible DTMF choices. Customers define the skill expression of required agent qualifications by selecting a combination of skill(s) and skill levels.
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| − | * Primary target - A queue of agents and required agent skills that are needed to accept the interaction
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| − | * Secondary target - The same queue of agents, but with a reduced set of skill requirements to expand the pool of qualified agents
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| − | * Tertiary target - The same queue of agents with a further reduced set of agent skills to expand the pool of qualified agents
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| − | | |
| − | ====Bullseye Routing====
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| − | To relax agent qualification requirements and allow PureCloud to route a call to more agents, use PureCloud's Bullseye Routing. Bullseye Routing removes skills to as the time-in-queue increases for the call.
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| − | '''Note:''' For most implementations, standard ACD routing is preferable to PureCloud Bullseye routing, except in cases where interaction skill requirements are complex.
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| − | The best practice for Bullseye Routing is to target one queue and remove the least critical skills incrementally as the Bullseye ring expansion progresses. You can configure the following Bullseye Routing parameters:
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| − | * Bullseye ring timeout interval
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| − | * ACD skills to remove
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| − | For more information, see [https://help.mypurecloud.com/articles/bullseye/ Bullseye routing].
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| − | ====Reporting Parameters====
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| − | Customers use different combinations of reporting parameters to analyze the unique properties of each parameter group in reports. Reporting parameters include:
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| − | * Queue - The target agent queue to which the interaction was routed. Customers can optionally filter queue performance data based on skill requirements.
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| − | * Agent - The agent(s) who handled the interaction
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| − | * Wrap-up code - The wrap-up (disposition) code that the agent(s) applied to the interaction(s)
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| − | | |
| − | ====Audio Resources====
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| − | The following audio resources are configurable by service line:
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| − | * Business Hours - A message announcing office closure and inviting the caller to call again at opening time
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| − | * Please Wait on Hold - A message inviting the caller to wait
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| − | * Welcome - A greeting message
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| − | * Emergency - An emergency message
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| − | * Special Day - A message announcing office closure due to a special day (such as a bank holiday)
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| − | * Music waiting in queue - Music
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| − | * Main DTMF Menu Message - The main call routing menu announcement
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| − | * Sub-DTMF Menu Messages (multiple messages) - The sub-menu messages for the Call Steering menu as required
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| − | |DistributionImageFlow={{SMART DistributionImageFlow
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| − | |DistributionImage=https://www.lucidchart.com/documents/edit/f15f8dae-c8d3-4164-8cde-2c30997c8fb1
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| − | |DistributionFlowDescription=# The call is transferred to an ACD queue.
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| − | # The system checks whether any agents corresponding to the requested skill are available.
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| − | # If agent(s) with the required skill(s) are available, the call is routed to the agent who is longest idle.
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| − | # If no agent is available, music is played while the caller is in queue.
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| − | # The system tracks the call wait time as the call remains in the queue. PureCloud’s assignment algorithm increases call priority as call wait time increases.
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| − | # The system checks whether the Bullseye Timeout interval has elapsed.
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| − | # If the timeout has expired, then the system removes skill requirement(s) according to the configuration and transitions to the next Bullseye Ring, expanding the population of qualified agents. If another Bullseye Ring is not available, the call remains in Queue with its current skill requirements.
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| − | }}
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| − | |DistributionLogic=The ACD evaluation method and routing method determine distribution logic. Configuration options include:
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| − | * All Skills Matching - ACD considers only agents who have all of the requested skills.
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| − | PureCloud routes the call to the first available agent with the requested skills.
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| − | * Best Available Skills - ACD routes interactions based on the highest average proficiency level for the requested skills. PureCloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent’s proficiency rating for each of the requested skills.
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| − | * Disregard Skills, Next Agent - ACD routes interactions based on agent availability instead of skills. PureCloud routes the call to the first available agent and ignores any skill requests.
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| − | ====<span class="mw-headline" id="General_Distribution_Functionality">General Distribution Functionality</span><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><span class="mw-editsection-bracket">]</span></span>====
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| − | * The queues, skills, and priority are configurable by (final) DTMF choice. Additional targets are optional.
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| − | * Proficiencies are configurable at the agent level.
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| − | * Agent Not Responding: If an agent does not accept the voice interaction, the voice call remains in-queue and the agent is set to: "Agent not responding."
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| − | * Voice interactions can be prioritized over other media types.
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| − | ====Routing Methods====
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| − | * Standard ACD - PureCloud routes interactions to the next available agent. PureCloud considers skills as specified by the evaluation method.
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| − | * Bullseye - PureCloud routes interactions to a targeted sub-queue of agents with specific skills. If no agents are available, PureCloud relaxes the requested skills, based on the queue configuration, to expand the pool of agents who can receive the call.
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| − | |SMART_Benefits={{SMART Benefits
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| − | |UCBenefitID=Increased Revenue
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| − | |UCBenefit=Route revenue generating opportunities to best resources through skill based routing*
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| − | }}{{SMART Benefits
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| − | |UCBenefitID=Reduced Handle Time
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| − | |UCBenefit=Route voice calls to the right skilled agents through skills based routing
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| − | }}{{SMART Benefits
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| − | |UCBenefitID=Improved Employee Utilization
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| − | |UCBenefit=Route interactions to the best available agent through automated routing. Use of a virtualized agent pool to maximize agent resources
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| − | }}{{SMART Benefits
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| − | |UCBenefitID=Improved Customer Experience
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| − | |UCBenefit=Offer a better customer experience through routing to the most qualified agents based on the customer's selection*. Increase first call resolution rate.
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| − | }}{{SMART Benefits
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| − | |UCBenefitID=Reduced Interaction Transfers
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| − | |UCBenefit=Reduce number of transfers due to better routing of voice calls through Genesys routing
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| − | }}
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| − | |UCOverview=This functional use case provides companies with capabilities to improve efficiency by routing voice interactions to the right agent through skills based routing. The routing application contains flexible business logic and configuration options required to easily deploy the solution and derive benefits. When companies enable call routing within their Genesys environments, benefits can include:
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| − | |UCSummary=PureCloud's skills-based routing engine routes customers to the agents that have the most pertinent knowledge in the contact center.
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| − | When a caller initiates a voice call to the contact center, PureCloud first determines the contact center’s hours of operation and whether there are any special holidays or emergency situations. It then plays the corresponding messages as needed. Next, PureCloud presents menu options that map to agent skills. After PureCloud transfers the customer into a queue, PureCloud’s ACD routing logic routes the call to the best available agent based on the skills required.
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| − | If there are no agents with the required skills available, the customer waits in the queue for an agent who has the required skill set. Each organization can configure the length of the delay they want. If no agent picks up the call within the allotted time period, PureCloud expands the pool of available agents by removing skills requirements.
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| − | Because of this routing logic, conversations never leave queues due to overflow or transfer situations. The benefits of this routing logic are twofold: it improves an organization’s ability to understand the true reason why customers are calling, and it helps an organization obtain clean, historical reporting data.
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| − | After the initial implementation, customers can enhance PureCloud with additional Genesys routing capabilities.
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| − | |SellableItems=PureCloud 2 or greater
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| − | |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
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| − | * The full use case outlined here available in PureCloud.
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| − | |PremiseAssumptions=N/A
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| − | |PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do
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| − | not have needed expertise, and the need for repeat contacts
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| − | * High staffing costs to meet service levels
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| − | * Inefficient use of agents who are responding to simple inquiries or requests
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| − | * Inability to use context of previous interactions to optimize each customer call
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| − | |DesiredState=* Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
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| − | * As customers wait in queue, remove skill requirements to expand the pool of available agents
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| − | * Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
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| − | }}
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