Difference between revisions of "UseCases/Current/GenesysCloud/CE03"
From Genesys Documentation
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|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 - either as soon as possible or at a scheduled future time. 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. | |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 - either as soon as possible or at a scheduled future time. 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. | ||
| + | |PainPoints=* Long queue times lead to customer frustration, abandoned interactions, and missed service levels | ||
| + | * Staffing to have resources available during your peak periods is costly | ||
| + | * Customer dissatisfaction with long waits and lack of options | ||
| + | |DesiredState=* When caller requests agent assistance from IVR, the queue times are dynamically checked | ||
| + | * When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option | ||
| + | * Caller can choose to accept or reject the callback option | ||
| + | * When accepted, the callback is registered in the queue | ||
| + | * Once the callback gets to the front of the queue it is pushed to an available agent as a preview. | ||
| + | * Agent clicks on callback request to dial the customer and is immediately connected when the customer answers | ||
| + | |MaturityLevel=Consistent | ||
| + | |SellableItems=PureCloud 2 or greater | ||
| + | |CloudAssumptionsAdditional_Sales=* This use case is available on Cloud | ||
| + | |PremiseAssumptions=N/A | ||
|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
|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 | ||
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When a callback request reaches the top of the queue, PureCloud 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, PureCloud assigns it to the best-fit agent. That agent initiates the callback to the customer. | ||
|DistributionLogic=N/A | |DistributionLogic=N/A | ||
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|CustomerInterfaceRequirements=N/A | |CustomerInterfaceRequirements=N/A | ||
|AgentDeskRequirements=The agent’s callback interface displays: | |AgentDeskRequirements=The agent’s callback interface displays: | ||
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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. | ||
| − | | | + | |GeneralAssumptions=No integration with third-party systems. |
| − | | | + | |CustomerAssumptions=N/A |
| − | |PremiseAssumptions=N/A | + | |RequiresAll=CE01 |
| − | | | + | |SMART_PremiseAssumptions={{SMART PremiseAssumptions |
| − | + | |Premise_Assumption=N/A | |
| − | + | }} | |
| − | | | + | |SMART_HybridAssumptions={{SMART HybridAssumptions |
| − | + | |Hybrid_Assumption=v 1.0.1 | |
| − | + | }} | |
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}} | }} | ||
Revision as of 12:24, April 24, 2019
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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.