Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/CE01"

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|ID=CE01
 
|ID=CE01
 
|Title=Connect a Voice Interaction to the Right Resource
 
|Title=Connect a Voice Interaction to the Right Resource
−
|Offering=PureEngage
+
|Offering=GenesysEngage-onpremises
 
|SMART_Benefits={{SMART Benefits
 
|SMART_Benefits={{SMART Benefits
 
|UCBenefitID=Increased Revenue
 
|UCBenefitID=Increased Revenue
−
|UCBenefit=Routing revenue-generating opportunities to the best skilled agents increases revenue.
+
|UCBenefit=The ability to route a sales calls to the best skilled sales representative increases sales conversions.
 
}}{{SMART Benefits
 
}}{{SMART Benefits
−
|UCBenefitID=Reduced Handle Time
+
|UCBenefitID=Improved Customer Experience
−
|UCBenefit=Routing voice calls to the agents best skilled to handle the customer's specific query reduces handle time.
+
|UCBenefit=Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve Net Promoter score
 
}}{{SMART Benefits
 
}}{{SMART Benefits
−
|UCBenefitID=Improved Employee Utilization
+
|UCBenefitID=Reduced Transfers
−
|UCBenefit=Routing voice calls to the best-skilled agents improves employee utilization.
+
|UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing.
 
}}{{SMART Benefits
 
}}{{SMART Benefits
−
|UCBenefitID=Improved Customer Experience
+
|UCBenefitID=Improved First Contact Resolution
−
|UCBenefit=Routing voice calls to agents with the skills appropriate to the customer's query improves the customer experience.
+
|UCBenefit=Captured omni-channel data is analyzed to drive process improvements to enable a superior customer journey and allows agents to be equip with the ability to handle calls on a First Contact basis.
 
}}{{SMART Benefits
 
}}{{SMART Benefits
−
|UCBenefitID=Reduced Interaction Transfers
+
|UCBenefitID=Reduced Handle Time
−
|UCBenefit=Routing voice calls to agents with the appropriate skill reduces the need for internal transfers.
+
|UCBenefit=Genesys' routing is far more efficient as it takes full customer context into consideration. This advantage in routing allows for more accurate and timely routing to the best agent to reduce wait time and costly mis-routes.
 
}}
 
}}
−
|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.
+
|UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition.
−
|UCSummary=The caller initiates a voice call to the company. Opening hours, special day and emergency checks are performed and corresponding messages are played. Caller selects an option from a menu (prompt and collect) which maps to an agent skill expression. If no agents are available, target is expanded to include an additional agent skill or skill level before routing to an optional overflow number. Priority tuning may also be used to gradually increment priority level over time.
+
 
−
* To go live quickly (Time to market)
+
To achieve this experience, they need customizable software to fit complex rules, distributed using skills-based routing while automaticity capturing each call disposition for analysis.
−
* To use best practice scenarios to enable fast realization of benefits
+
 
 +
When companies enable call routing within their Genesys environments, benefits can include:
 +
|UCSummary=Customer wants to contact the company for a specific service or for further information around a product or offer and then calls the company. The system performs hours of operation, special day, and emergency checks, and then plays corresponding messages. The customer selects an option from a menu (prompt and collect) that maps to an agent skill expression. If no agents are available, the target expands to include an additional agent skill or skill-level before routing to an optional overflow number.
 +
 
 +
After the initial implementation, customers can enhance the service with more Genesys routing capabilities.
 +
|PainPoints=*Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do ​not have needed expertise, and the need for repeat contacts
 +
*High staffing costs to meet service levels
 +
*Inefficient use of agents who are responding to simple inquiries or requests
 +
*Inability to use context of previous interactions to optimize each customer call
  
−
After the initial implementation the solution can be enhanced by additional functionality to further improve benefits of enhanced Genesys routing capabilities.
 
−
|PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do ​
 
−
not have needed expertise, and the need for ​repeat contacts​
 
−
* High staffing costs to meet service levels; some sites may be overloaded while agents are idle in others
 
 
​​​​​
 
​​​​​
−
|DesiredState=* Preempt customers waiting in queue and reduce agent workload by offering self service options​
+
|DesiredState=*Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
−
* Optimize customer experience by giving them expected wait times, offering callback in queue, and quickly connecting them to a knowledgeable, efficient agent who has their full journey history​​​
+
*As customers wait in queue, remove skill requirements to expand the pool of available agents
−
* Escalate priority over time as customer waits in queue​
+
*Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
−
* Reach out proactively with information customers want and need to preempt calls​​​​
 
 
|BuyerPersonas=Chief Marketing Officer, Business Analyst, IT Administrator
 
|BuyerPersonas=Chief Marketing Officer, Business Analyst, IT Administrator
 
|QualifyingQuestions=# How easy is it for your customers to get repetitive or easy issues fixed?
 
|QualifyingQuestions=# How easy is it for your customers to get repetitive or easy issues fixed?
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# How often is a transfer required, due to agents’ experience or knowledge?
 
# How often is a transfer required, due to agents’ experience or knowledge?
 
# What service level issues are you experiencing?
 
# What service level issues are you experiencing?
−
|MaturityLevel=TEST
+
|MaturityLevel=Consistent
 
|SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, SIP Interaction, SIP Interaction HA (optional), GVP, GVP HA (optional), SIP Business Continuity (Optional), ASR and TTS (Optional)
 
|SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Infomart - HA (optional), Genesys Interactive Insights, SIP Interaction, SIP Interaction HA (optional), GVP, GVP HA (optional), SIP Business Continuity (Optional), ASR and TTS (Optional)
 
|CloudAssumptionsAdditional_Sales=This use case is available in the Cloud
 
|CloudAssumptionsAdditional_Sales=This use case is available in the Cloud
 
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:​This use case can be addressed utilizing SIP qualification and Parking OR can be delivered using GVP solution.
 
|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:​This use case can be addressed utilizing SIP qualification and Parking OR can be delivered using GVP solution.
 
|BusinessImageFlow={{SMART BusinessImageFlow
 
|BusinessImageFlow={{SMART BusinessImageFlow
−
|BusinessFlow=The following flow describes the use case from the perspective of the main actors, i.e. caller and contact center agent. The following diagrams shows the business flow of the use case:
+
|BusinessFlow=The flow describes the use case from the perspective of the caller and contact center agent. The following diagram shows the business flow of the use case:
 
|BusinessImage=https://www.lucidchart.com/documents/edit/ee59a752-1e08-4be8-8caa-e0fe31f5f353/0
 
|BusinessImage=https://www.lucidchart.com/documents/edit/ee59a752-1e08-4be8-8caa-e0fe31f5f353/0
−
|BusinessFlowDescription=# The caller initiates an inbound voice call to the contact center.
+
|BusinessFlowDescription=#The caller initiates an inbound voice call to the contact center. Optionally, Skype For Business Platform can be used.
−
# The system checks if the day is configured as a special day. In this case a special day announcement is played and the call will be disconnected.
+
#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.
−
# 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 will be disconnected.
+
#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.
−
# The system checks if an emergency announcement is activated. In this case an emergency announcement is played and the call will be disconnected.
+
#The system checks if an emergency announcement is activated. In this case an emergency announcement is played and the call is disconnected.
−
# An call steering message (DTMF menu) is played with various menu options (optional). See chapter “Parameters to define Call Steering” on more details on how the this can be configured.
+
#A call steering message (DTMF menu) is played with various menu options (optional).
−
# A greeting announcement is played.
+
#A greeting announcement is played.
−
# 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.
+
#The caller chooses a menu option using a DTMF tone entered on the handset. If the caller does not choose an option or chooses an unavailable option, the menu is repeated up to 2 times. If the caller still does not choose a valid menu option the call is handled with default routing parameters.
−
# The call is distributed to the best-fit agent for the chosen topic based on the agent's skill and skill level (see [https://docs.genesys.com/Documentation/UC/Public/PureEngage/CE01#dist Distribution logic ] for details).
+
#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).
−
# At the end of the call the agent sets a disposition code to record the call outcome for reporting purposes.
+
#At the end of the call the agent sets a disposition code to record the call outcome for reporting purposes.
 
}}
 
}}
 
|BusinessLogic=This chapter describes the business logic and business rules which drive the decisions made by the Genesys system within the business & routing flow above described in the chapters above, i.e. the parameters used by Genesys to drive routing decisions and how these are configured.
 
|BusinessLogic=This chapter describes the business logic and business rules which drive the decisions made by the Genesys system within the business & routing flow above described in the chapters above, i.e. the parameters used by Genesys to drive routing decisions and how these are configured.
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{{!}}{{!}}Activates the emergency announcement (i.e. power outage, general closure)
 
{{!}}{{!}}Activates the emergency announcement (i.e. power outage, general closure)
 
{{!}}}
 
{{!}}}
−
 
 
===Parameters to define the Call Steering / DTMF Menus===
 
===Parameters to define the Call Steering / DTMF Menus===
 
The use case allows users to define Menu options externally through parameters, thereby simplifying the flow. Based on the menu options chosen, corresponding caller segmentation can be done by this context.  
 
The use case allows users to define Menu options externally through parameters, thereby simplifying the flow. Based on the menu options chosen, corresponding caller segmentation can be done by this context.  
−
 
−
 
−
 
  
 
Up to 4 levels of DTMF menus can be configured with maximally 9 different sub-options for each choice in the previous level. The combination of choices of the customer within the DTMF menu will determine the service requested and the agent skill required to best satisfy this request. This possibility provides highest flexibility to adapt the use case to a specific company requirement, but it is generally not recommended to use all available levels and number of menu choices to not provide a bad customer experience via a complicated and lengthy DTMF menu.
 
Up to 4 levels of DTMF menus can be configured with maximally 9 different sub-options for each choice in the previous level. The combination of choices of the customer within the DTMF menu will determine the service requested and the agent skill required to best satisfy this request. This possibility provides highest flexibility to adapt the use case to a specific company requirement, but it is generally not recommended to use all available levels and number of menu choices to not provide a bad customer experience via a complicated and lengthy DTMF menu.
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{{!}}}
 
{{!}}}
 
The skill expression to define the target is defined by a combination of skill(s) and skill levels. Best practice is to use the same skill(s) with decreased skill level in subsequent targets to gradually expand the pool of agents after each timeout, rather than using a different skill.Priority tuning is configured via the following parameters:
 
The skill expression to define the target is defined by a combination of skill(s) and skill levels. Best practice is to use the same skill(s) with decreased skill level in subsequent targets to gradually expand the pool of agents after each timeout, rather than using a different skill.Priority tuning is configured via the following parameters:
−
* Priority increment (the amount to increase the priority after the interval time)
+
 
−
* Priority interval (the time between priority increases)
+
*Priority increment (the amount to increase the priority after the interval time)
−
* Priority limit (the maximum priority)
+
*Priority interval (the time between priority increases)
−
* Priority start (the starting priority)
+
*Priority limit (the maximum priority)
 +
*Priority start (the starting priority)
  
 
===Reporting Parameters===
 
===Reporting Parameters===
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{{!}}}
 
{{!}}}
  
−
===Audio Resources===
+
=== Audio Resources ===
 
The following audio resources are configurable by service line:
 
The following audio resources are configurable by service line:
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
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|DistributionImageFlow={{SMART DistributionImageFlow
 
|DistributionImageFlow={{SMART DistributionImageFlow
 
|DistributionImage=https://www.lucidchart.com/documents/edit/ba39e741-d78c-431f-80cd-458408bc26e7/0
 
|DistributionImage=https://www.lucidchart.com/documents/edit/ba39e741-d78c-431f-80cd-458408bc26e7/0
−
|DistributionFlowDescription=# The system checks whether any agents corresponding to the target are logged in. If no agents are logged in, the flow will continue with step 8.
+
|DistributionFlowDescription=#The system checks whether any agents corresponding to the target are logged in. If no agents are logged in, the flow will continue with step 8.
−
# If agents are logged in, the call is queued to the first target.
+
#If agents are logged in, the call is queued to the first target.
−
# The system checks whether any agents are available.
+
#The system checks whether any agents are available.
−
# If agents with the required target are available, the call will be distributed to the available agent who is longest idle.
+
#If agents with the required target are available, the call will be distributed to the available agent who is longest idle.
−
# If no agent is available, music is played while the caller is in queue.
+
#If no agent is available, music is played while the caller is in queue.
−
# The priority is increased according to priority tuning parameters.
+
#The priority is increased according to priority tuning parameters.
−
# The system checks whether the target timeout has expired (if configured). If the timeout has not expired, the call continues to wait for an available agent.
+
#The system checks whether the target timeout has expired (if configured). If the timeout has not expired, the call continues to wait for an available agent.
−
# If the timeout has expired, then the system checks whether an additional target has been configured. If no additional target has been configured, the call continues to wait for an available agent.
+
#If the timeout has expired, then the system checks whether an additional target has been configured. If no additional target has been configured, the call continues to wait for an available agent.
−
# If the next target is still internal, Genesys will attempt to distribute to the expanded target. Up to a maximum of two iterations of target expansion can be configured. The flow continues at step 1.
+
#If the next target is still internal, Genesys will attempt to distribute to the expanded target. Up to a maximum of two iterations of target expansion can be configured. The flow continues at step 1.
−
# If the next target is configured to be an external number, the call will be forwarded to this number.
+
#If the next target is configured to be an external number, the call will be forwarded to this number.
 
}}
 
}}
 
|DistributionLogic='''General distribution functionality'''
 
|DistributionLogic='''General distribution functionality'''
  
 +
The distribution logic will include the following functionality:
  
−
 
+
*The target will be configurable by (final) DTMF choice. Additional targets are optional.
−
 
+
*RONA-functionality: If an agent does not accept the voice interaction, the voice call will be automatically put back into the distribution flow after a time out. The agent will be set to not-ready.
−
The distribution logic will include the following functionality:
+
*Blending with other media types will be possible. Priority settings for voice interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).
−
* The target will be configurable by (final) DTMF choice. Additional targets are optional.
 
−
* RONA-functionality: If an agent does not accept the voice interaction, the voice call will be automatically put back into the distribution flow after a time out. The agent will be set to not-ready.
 
−
* Blending with other media types will be possible. Priority settings for voice interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).
 
 
|CustomerInterfaceRequirements=N/A
 
|CustomerInterfaceRequirements=N/A
−
|AgentDeskRequirements=* The agent can view the menu selection (service) and/or the DNIS when the call is presented
+
|AgentDeskRequirements=Agent Workspace provides a suite of out-of-the-box and configurable features to enable you to maximize routing:
−
* Agents can transfer calls to other individual agents as out-of-the-box functionality.
 
−
* 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.
 
−
* Configuration of not-ready reason codes (Admin Work, Lunch, Meeting, Pause, RONA and Training).
 
−
* Configuration of disposition codes for reporting of business outcome (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell)
 
−
|RealTimeReporting=<big>'''Premise'''</big>
 
  
−
'''Pulse''' is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, interactions handled, and the average handle time.
+
*Agents can view the menu selection (service) and/or the DNIS when a call is [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADVoice routed to them]
 +
*Agents can [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADintinter transfer calls] to other individual agents and specific route points enabled for the agent.
 +
*Configuration of [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#Setting_your_status_to_Not_Ready_with_a_Reason not-ready reason codes] (for example, Admin Work, Lunch, Meeting, Pause, RONA, and Training).
 +
*Configuration of [https://all.docs.genesys.com/PEC-AD/Current/Agent/ADQuickStart#How_do_I_set_a_disposition_code.3F disposition codes] for reporting of business outcome (for example, Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell). Agents select the disposition while handling the interaction.
  
−
With Pulse you can:
+
If Skype for Business Platform is used for Inbound call (option), agents must use Workspace Desktop Edition integrated with Skype for Business endpoint.
−
* Monitor the current state and activity of Contact Center objects to help make decisions about staffing, scheduling and call routing strategies.
+
|RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.
−
* Create widgets from predefined and user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
 
−
* Predefined Inbound templates
 
−
** Agent KPIs
 
−
** Agent Group Status
 
−
** Agent Login
 
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** Queue KPIs
 
  
−
====Pulse Example Dashboards====
+
Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations.
−
Genesys Pulse offers personalized dashboards based on specific functional, geographical or organizational needs. Each Genesys Pulse dashboard presents information by widgets that can be simply configured to be viewed as graphs or tables and show information about queues, outbound campaigns, agent groups or employees. By selecting specific Key Performance Indicators (KPIs), such as service level, the number of interactions handled and average handle time, you can quickly customize Pulse to match your needs and help you make better decisions faster.
 
  
−
The following is an example of a Pulse Dashboard:
+
Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboard.
  
−
[[File:CE1 - Pulse1.png|Example Pulse Dashboard]]
+
The following Genesys Pulse standard reports are particularly relevant for this use case:
−
====Service Level Performance====
 
−
Monitor KPIs by segment, category, department and company (Queue KPIs, Queue Overflows):
 
−
* Intraday service level with cumulative metrics
 
−
* Current SLA
 
−
* Overflows and dissuasion
 
  
−
''Queue KPIs''
+
*Agent Group Status &mdash; Displays the current number of agents in their various interaction handling states by group.
 +
*Agent KPIs &mdash; Displays agent key performance indicators for agent groups and individual agents within those groups.
 +
*Agent Login &mdash; Displays agents that are logged in, what type of work they have been assigned, and their current status.
 +
*Queue KPIs &mdash; Displays call activity associated with the interaction queues.
  
−
See below the Queue KPIs widget displaying for each segment (VQ related to customer business) its respective KPIs (Service Level, Calls Answered, Current Calls in queue, ASA, AHT, ..) in expanded views.
+
See [https://docs.genesys.com/Documentation/EZP/latest/User/RTRTemplatesA Standard Report Templates] for more information.
 +
|HistoricalReporting='''Genesys CX Insights''' (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case. The metrics and attributes in these reports measure and filter Info Mart data based on interaction-related activities conducted by active agents, on the agent queue(s) through which customer interactions pass, and on Business Attributes attached data, and enable you to examine low-level interaction details, including handling attempts, flow, and transfers.
  
−
The first screenshot shows what can be displayed in the grid view. Specific thresholds can be configured based on customers' SLA.
+
Some of the most relevant reports include:
  
−
[[File:CE1 - Pulse2.png|Queue KPIs]]
+
*[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentSmryActvtyActv Agent Summary Activity Report (Active)] &mdash; Provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other).
 +
*[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgntPerfDshbrd Agent Performance Dashboard] &mdash; Provides at-a-glance key information about agents, focusing on metrics related to handle time and agent conduct.
 +
*[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentUtilization Agent Utilization] &mdash; Provides detailed information about agent performance with respect to the customer and consults interactions that are processed within the contact center for a range of days that you specify, and illustrates the percentage of interactions accepted by agents.
 +
*[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIQuOutln Queue Outline Report] and [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIQuSmry Queue Summary Report] &mdash; Collect detailed counts related to customer interactions and consult interactions, showing how the number of interactions/consultations that entered a particular queue or queue group break down into the various queue-related metrics that provide interaction counts, including abandoned, or distributed and handled by any routing target, such as an agent.
 +
*[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIIxnHndlngAttmpt Interaction Handling Attempt Report] &mdash; Summarizes segment-related details with regard to agent handling of contact center interactions.
 +
*[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXITransferDtls Transfer Detail Report] &mdash; Learn more about the initiating and receiving parties of those contact center interactions that involve a transfer including the technical result, the mediation devices through which the interaction passed, the business attribute, and the entire duration of the interaction.
 +
*Other reports relevant to this use case are found in the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIAgentsReports Agents], [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIBusResReports Business Results], [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIDetail Detail], and [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIQueuesReports Queues] folders.
  
−
The second screenshot shows what can be displayed in the bar view to visualize the Service Level performance with a better granularity and identify a time range where service level could be degraded.
+
For more information about the Genesys CX Insights reports, see [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome ''Genesys CX Insights 9.0 User's Guide''].
 +
|DocVersion=v 1.2.3
 +
|GeneralAssumptions=*SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
  
−
[[File:CE1 - Pulse13.png|Queue KPI - Bar View]]
+
*Optionally Skype for business can be offered for Genesys Engage on-premises only.
  
−
The third screenshot shows what can be displayed in the bar view to visualize the Service Level performance as well as other main KPIs to measure the calls distribution performance.
+
*Implementation based on SIP Server (SIP Voice Blueprint).
 +
*Routing parameters are configured through GAX operational parameter groups, which are referenced in the underlying strategy / routing application.
 +
*Text To Speech and Speech Recognition are not included.
 +
*No Genesys Voice Portal - all customer input is via DTMF prompt and collect.
 +
*Genesys Infomart and Interactive Insights will be used for historical reporting.
 +
*Workspace Desktop Edition will be used as agent workspace.
 +
*Genesys Pulse will be used for real-time reporting.
 +
*No Integration with third party systems.
  
−
[[File:CE1 - Pulse3.png|Queue KPIs - Service Level and other main KPIs]]
 
  
−
The fourth screenshot shows what can be displayed in the line view to visualize the trend of the Service Level within the current day.
+
'''For Skype for Business Connectivity (Option):'''
  
−
[[File:CE1 - Pulse4.png|Line View]]
+
*<span class="s1">Integration with Skype for Business based on Multimedia Connector (Skype for Business Blueprint)</span>
−
====Team and Employee Performance====
+
*The agent uses Workspace Desktop Edition integrated with Skype for Business endpoint.
−
In order to manage the workload across different teams, it is important for Pulse supervisors to monitor their employee availability and behavior. The ability to view a representation of all the agents assigned to a group and their current states provides supervisors a quick look at available staff and an at-a-glance view of their current states, for example, agents on calls, on hold, waiting for calls, or not ready with reason.
+
*No integration with 3rd party recording. GIR is the only available recording option with Multimedia Connector for Skype for Business.
−
 
+
*GIA is not supported as a standard option.
−
''Agent Group Status''
+
*PS team should be consulted for Skype for Business Platform deployment.
−
 
+
|SMART_HybridAssumptions={{SMART HybridAssumptions
−
This widget can be applied to Genesys Agent Groups only.
+
|Hybrid_Assumption=v 1.2.0
−
 
 
−
The first screenshot shows what can be displayed in the grid view. Pulse supervisors can visualize KPIs and current status of their workforce.
 
−
 
 
−
[[File:CE1 - Pulse5.png|Agent Group Status - Grid View]]
 
−
 
 
−
The second screenshot shows what can be displayed in the bar view. At a glance, Pulse supervisors can visualize the distribution of agent status per team.
 
−
 
 
−
[[File:CE1 - Pulse6.png|Agent Group Status - Bar View]]
 
−
 
 
−
The third screenshot shows what can be displayed in the line chart view. At a glance, Pulse supervisors can visualize and compare the trend of agents logged in per team.
 
−
 
 
−
[[File:CE1 - Pulse7.png|Agent Group Status - Line Chart View]]
 
−
 
 
−
''Agent KPIs''
 
−
 
 
−
This report can be applied to Genesys Agent and Agent Group.
 
−
 
 
−
The first screenshot shows what can be displayed in the grid view. Pulse supervisors can visualize agent KPIs and status of their workforce.
 
−
 
 
−
[[File:CE1 - Pulse8.png|Agent KPIs - Grid View]]
 
−
 
 
−
The second screenshot shows what can be displayed in the bar view. At a glance, Pulse supervisors can visualize agent status and activity. Supervisors can sorted out agents out of specific interests. In this case, the supervisor sorted agents out of calls answered.
 
−
 
 
−
[[File:CE1 - Pulse9.png|Agent KPIs - Bar View]]
 
−
 
 
−
The third screenshot shows what can be displayed in the line chart view. At a glance, Pulse supervisors can visualize the trend and compare the number of calls answered per agent.
 
−
 
 
−
[[File:CE1 - Pulse10.png|Agent KPIs - Line Chart View]]
 
−
 
 
−
''Agent Login''
 
−
 
 
−
This report can be applied to Genesys agents only. With this report, the supervisor can ensure the agents are logged in where they should be and managing the service for which they are responsible but also monitor the current agent status.
 
−
 
 
−
The first screenshot shows the reason why agents are not ready in a specific group.
 
−
 
 
−
[[File:CE1 - Pulse11.png|Agents Not Ready]]
 
−
 
 
−
The second screenshot shows the properties related to the call currently handled by agents. It includes 4 KVP which are the one associated to Service Type, Service Sub Type, Customer Segment and Business Result.
 
−
 
 
−
[[File:CE1 - Pulse12.png|Agent Login - Currently handled calls]]
 
−
 
 
−
NOTE: Occupancy metric is specific to media type, it does not give the overall Occupancy of the agent across media types. You also have to consider if the agent can handle concurrent interactions this can understate the agents true Occupancy.
 
−
 
 
−
<big>'''Cloud'''</big>
 
−
 
 
−
Real-time reporting is provided by Genesys Pulse and by Designer Analytics.
 
−
 
 
−
The following ready to use Pulse reports are available for this use case in Cloud:
 
−
* Agent Group Status—Displays the current number of agents in their various interaction handling states by group.
 
−
* Agent KPIs—Displays agent key performance indicators for agent groups and individual agents within those groups.
 
−
* Agent Login—Displays agents that are logged in, what type of work they have been assigned, and their current status.
 
−
* Queue KPIs—Displays call activity associated with the interaction queues.
 
−
 
 
−
Each Genesys Pulse report presents information within graphical widgets that you can configure to show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical or organizational considerations. To customize reports, you select specific key performance indicators (such as service level, the number of interactions handled, or average handle time).
 
−
|HistoricalReporting=<big>''Premise''</big>
 
−
 
 
−
Interactive Insights out-of-the-box reports will be used to:
 
−
* Measure the effectiveness and efficiency of the use case
 
−
* Dimension reporting metrics by the “Reporting Business Parameters”
 
−
* The not-ready time in agents reports will be split for not ready reason codes set as follows “Break”, “Lunch”
 
−
* Monitor calls dissuaded due to emergency or out of office conditions as follows: “OutOfHours", "IsSpecialDay", "Emergency", "NoMoreTargets", "RouteOverflow"
 
−
* Evaluate resource performance with a variety of reports for Agents and Detail facts
 
−
* Report on calls transferred to an external number separately
 
−
* Compare agent performance in handling interactions against the agent’s group, focusing on a few specific measures that demonstrate the possible mishandling of interactions—a high number of unaccepted interactions, excessive hold and after-call work (wrap) times, and shorter-than-usual engage (talk) duration with customers.
 
−
 
 
−
====Reporting Metrics====
 
−
NOTE: Almost all Interactive Insight reports and metrics are dimensioned by Media Type, Interaction Type and some form of date&time out of the box. Occupancy metric is specific to media type, it does not give the overall Occupancy of the agent across media types. You also have to consider if the agent can handle concurrent interactions as this can understate the agents true Occupancy.
 
−
 
 
−
There are 40+ reports available reports to confirm the benefits for this use case. The following shows key metrics as examples:
 
−
 
 
−
'''Agent KPIs''' enable the organization to measure and filter InfoMart data based on the interaction-related activities that are conducted by active agents.
 
−
{{{!}} class="wikitable"
 
−
{{!}}-
 
−
!{{!}} 
 
−
! style="width:15em"{{!}}Sample Agent KPIs
 
−
!{{!}}Description
 
−
{{!}}-
 
−
{{!}}{{!}}Activity
 
−
{{!}}{{!}}Examples for available KPIs:
 
−
* Abandoned Inviting
 
−
* Accepted
 
−
* Conference Initiated
 
−
* Consult Initiated
 
−
* Engage Time
 
−
* Handle Time
 
−
* Hold
 
−
* Invite
 
−
* Offered
 
−
* Rejected
 
−
* Wrap
 
−
{{!}}{{!}}
 
−
 
 
−
 
 
−
Agent interaction level data.
 
−
 
 
−
 
 
−
 
 
−
Counts and duration measures are attributed to the reporting interval in which interactions are offered to the agent.
 
−
{{!}}-
 
−
{{!}}{{!}}Interaction
 
−
State & Reason
 
−
{{!}}{{!}}Examples for available KPIs:
 
−
* % Engage Time
 
−
* % Hold Time
 
−
* % Invite Time
 
−
* % Wrap In Time
 
−
* Accepted
 
−
* Consult Received Accepted
 
−
* Engage Time
 
−
* Not Accepted
 
−
* Not Ready In Time
 
−
* Offered
 
−
{{!}}{{!}}Agent interaction level data.
 
−
 
 
−
 
 
−
Measures are attributed to each reporting interval in which agents handle the interactions and durations are clipped at interval boundaries.
 
−
{{!}}-
 
−
{{!}}{{!}}Summarized
 
−
State & Reason
 
−
{{!}}{{!}}Examples for available KPIs:
 
−
* % Busy Time
 
−
* % Not Ready Reason Time
 
−
* % Occupancy
 
−
* % Ready Time
 
−
* % Wrap Time
 
−
* Active Time
 
−
* Not Ready
 
−
* Not Ready Reason Time
 
−
* Wrap
 
−
{{!}}{{!}}Agent summarized data for a session.
 
−
 
 
−
 
 
−
 
 
−
Measures are attributed to each reporting interval in which agents handle the calls, and durations are clipped at interval boundaries.
 
−
{{!}}}
 
−
 
 
−
 
 
−
'''Queue KPI''' enable the organization to measure and filter InfoMart data based on the queue(s) through which customer interactions pass or the Business Attributes associated with the interactions. Counts and duration
 
−
measures are attributed to the reporting interval in which interactions entered the queue.
 
−
{{{!}} class="wikitable"
 
−
{{!}}-
 
−
!{{!}} 
 
−
! style="width:15em"{{!}}Queue KPIs
 
−
!{{!}}Description
 
−
{{!}}-
 
−
{{!}}{{!}}Queue
 
−
{{!}}{{!}}Examples for available KPIs:
 
−
* Period
 
−
* Queue Name
 
−
* Media Type
 
−
* Customer Segment
 
−
* Service Type
 
−
* Service Subtype
 
−
* Entered
 
−
* Abandoned Waiting
 
−
* Abandoned Time
 
−
* Not Accepted
 
−
* Redirected
 
−
* Accepted Agent
 
−
* Accepted Agent in Threshold
 
−
* Accept Time Agent
 
−
* % Service Level
 
−
* Invite Time
 
−
* Engage Time
 
−
* Handle Time
 
−
* Transfer Initiated Agent
 
−
* ….
 
−
{{!}}{{!}}
 
−
 
 
−
 
 
−
Queue interaction level data.
 
−
 
 
−
 
 
−
 
 
−
Counts and duration measures are attributed to the reporting interval in which interactions are offered to the queue.
 
−
{{!}}}
 
−
 
 
−
 
 
−
'''Business Attribute KPI''' enable the organization to measure and filter Info Mart data based on the business attributes that are associated with the customer interactions. Counts and duration measures are attributed to the reporting interval in which interactions entered the Contact Center.
 
−
{{{!}} class="wikitable"
 
−
{{!}}-
 
−
!{{!}} 
 
−
! style="width:15em"{{!}}Business Attributes KPIs
 
−
!{{!}}Description
 
−
{{!}}-
 
−
{{!}}{{!}}Business Attributes
 
−
{{!}}{{!}}Examples for available KPIs:
 
−
* Period
 
−
* Media Type
 
−
* Customer Segment
 
−
* Service Type
 
−
* Service Subtype
 
−
* Entered
 
−
* Entered Obj
 
−
* Abandoned Waiting
 
−
* Not Accepted
 
−
* Redirected
 
−
* Accepted
 
−
* Accepted in Threshold
 
−
* Accept Time Agent
 
−
* % Service Level
 
−
* Engage Time
 
−
* Handle Time
 
−
* Avg Handle Time
 
−
* Transfer Initiated Agent
 
−
* ….
 
−
{{!}}{{!}}
 
−
 
 
−
 
 
−
Business Attribute interaction level data.
 
−
 
 
−
 
 
−
 
 
−
Counts and duration measures are attributed to the reporting interval in which interactions are offered by business attribute.
 
−
{{!}}}
 
−
 
 
−
 
 
−
'''Accepted Agent''' enable the organization to measure and filter Info Mart data based on the queue(s) through which customer interactions pass in which agents accept or answer the interaction. Counts and duration measures are attributed to the reporting interval in which interactions entered the queue.
 
−
{{{!}} class="wikitable"
 
−
{{!}}-
 
−
!{{!}} 
 
−
! style="width:15em"{{!}}Accepted Agent KPIs
 
−
!{{!}}Description
 
−
{{!}}-
 
−
{{!}}{{!}}Accepted Agent
 
−
{{!}}{{!}}Available KPIs:
 
−
* Queue Name
 
−
* Mediaedia Type
 
−
* Customerustomer Segment
 
−
* Service Type
 
−
* Service Subtype
 
−
* Accepted Waiting 1..20 Thresholds
 
−
* % Accepted Waiting 1..20 Thresholds
 
−
{{!}}{{!}}
 
−
 
 
−
 
 
−
Service quality data for interactions in Queue.
 
−
 
 
−
 
 
−
 
 
−
Gauges service quality by indicating how many interactions were accepted as well as the percentage of interactions that were accepted within a specific set of time ranges.
 
−
{{!}}}
 
−
 
 
−
 
 
−
'''Abandoned Waiting''' enable the organization to measure and filter Info Mart data based on the queue(s) through which customer interactions abandoned while waiting to be answered. Counts and duration measures are attributed to the reporting interval in which interactions entered the queue.
 
−
{{{!}} class="wikitable"
 
−
{{!}}-
 
−
!{{!}} 
 
−
! style="width:15em"{{!}}Abandoned Waiting KPIs
 
−
!{{!}}Description
 
−
{{!}}-
 
−
{{!}}{{!}}Abandoned Waiting
 
−
{{!}}{{!}}Available KPIs:
 
−
* Queue Name
 
−
* Media Type
 
−
* Customer Segment
 
−
* Service Type
 
−
* Service Subtype
 
−
* Abandoned Waiting 1..20 Thresholds
 
−
* % Abandoned Waiting 1..20 Thresholds
 
−
{{!}}{{!}}
 
−
 
 
−
 
 
−
Service quality data for interactions in Queue.
 
−
 
 
−
 
 
−
 
 
−
Gauges service quality by indicating how many interactions were abandoned as well as the percentage of interactions that were abandoned, while the interactions were queued at a specific queue for a specific set of time ranges. The time ranges are configured within the InfoMart Application options.
 
−
{{!}}}
 
−
 
 
−
 
 
−
'''Interaction Details''' enable the organization to track low-level interaction details.
 
−
{{{!}} class="wikitable"
 
−
{{!}}-
 
−
!{{!}} 
 
−
! style="width:15em"{{!}}Interaction Detail KPIs
 
−
!{{!}}Description
 
−
{{!}}-
 
−
{{!}}{{!}}Handling Attempt
 
−
{{!}}{{!}}Available KPIs:
 
−
* Interaction ID
 
−
* Connection ID
 
−
* Media Type
 
−
* Customer ID
 
−
* Customer Segment
 
−
* Service Type
 
−
* Service Subtype
 
−
* Business Result
 
−
* Interaction Type
 
−
* Start Timestamp
 
−
* End Timestamp
 
−
* Routing Target
 
−
* Resource Role
 
−
* Role Reason
 
−
* Technical Result
 
−
* Result Reason
 
−
* Queue Time
 
−
* Route Point Time
 
−
* Total Duration
 
−
* Customer Talk Time
 
−
* Customer Hold Time
 
−
* Customer Wrap Time
 
−
* ....
 
−
{{!}}{{!}}
 
−
 
 
−
 
 
−
Handling Attempt detail interaction level data.
 
−
 
 
−
 
 
−
 
 
−
Handling Attempt details of interactions that are stored mostly in the INTERACTION_RESOURCE_FACT Info Mart tables.
 
−
{{!}}-
 
−
{{!}}{{!}}Flow
 
−
{{!}}{{!}}Available KPIs:
 
−
* Agent/Queue
 
−
* Connection ID
 
−
* Media Type
 
−
* Customer ID
 
−
* Interaction ID
 
−
* Interaction Type
 
−
* Interaction Subtype
 
−
* Segment ID
 
−
* Source
 
−
* Target
 
−
* Technical Result Resource Role
 
−
* Technical Result Role Reason
 
−
* Technical Result
 
−
* Technical Result Reason
 
−
* Duration
 
−
{{!}}{{!}}
 
−
 
 
−
 
 
−
Flow detail interaction level data.
 
−
 
 
−
 
 
−
 
 
−
Interaction-flow details of interactions that are stored mostly in the INTERACTION_FACT, INTERACTION_RESOURCE_FACT, and MEDIATION_SEGMENT_FACT Info Mart tables.
 
−
{{!}}-
 
−
{{!}}{{!}}Transfer
 
−
{{!}}{{!}}Available KPIs:
 
−
* Interaction ID
 
−
* Media Type
 
−
* Source
 
−
* Source Service Type
 
−
* Source Service Subtype
 
−
* Source Customer Segment
 
−
* Source Last Queue
 
−
* Source Technical Result
 
−
* Source Customer Engage Time
 
−
* Source Customer Hold Time
 
−
* Source Customer Wrap Time
 
−
* Source Queue Time
 
−
* Target
 
−
* Target Service Type
 
−
* Target Service Subtype
 
−
* Target Customer Segment
 
−
* Target Last Queue
 
−
* Target Technical Result
 
−
* Target Customer Engage Time
 
−
* Target Customer Hold Time
 
−
* Target Customer Wrap Time
 
−
* Target Queue Time
 
−
* ....
 
−
{{!}}{{!}}
 
−
 
 
−
 
 
−
Transfer detail interaction level data.
 
−
 
 
−
 
 
−
 
 
−
Interaction details identifying the source and destination of transferred and conference interactions.
 
−
{{!}}}
 
−
 
 
−
 
 
−
<big>'''Cloud'''</big>
 
−
 
 
−
Due to the continuous evolution, the features available in Cloud rapidly change. Please reach out to your local Cloud Team for latest information.
 
−
|SMART_PremiseAssumptions={{SMART PremiseAssumptions
 
−
|Premise_Assumption=Implementation of this use case will be based on the corresponding Blueprint Architecture
 
−
}}{{SMART PremiseAssumptions
 
−
|Premise_Assumption=Routing parameters are configured through GAX operational parameter groups, which are referenced in the underlying strategy / routing application
 
−
}}{{SMART PremiseAssumptions
 
−
|Premise_Assumption=Text To Speech and Speech Recognition are not included.
 
−
}}{{SMART PremiseAssumptions
 
−
|Premise_Assumption=No Genesys Voice Portal - all customer input is via DTMF prompt and collect
 
−
}}{{SMART PremiseAssumptions
 
−
|Premise_Assumption=Genesys Infomart and Interactive Insights will be used for historical reporting
 
−
}}{{SMART PremiseAssumptions
 
−
|Premise_Assumption=Workspace Desktop Edition will be used as agent desktop
 
−
}}{{SMART PremiseAssumptions
 
−
|Premise_Assumption=Pulse will be used for real-time reporting.
 
−
}}{{SMART PremiseAssumptions
 
−
|Premise_Assumption=No Integration with third party systems
 
−
}}
 
−
|SMART_CloudAssumptions={{SMART CloudAssumptions
 
−
|Cloud_Assumption=Implementation of this use case will be based on the corresponding Pure-Engage cloud blueprint Architecture
 
−
}}{{SMART CloudAssumptions
 
−
|Cloud_Assumption=All routing options and configuration parameters are configured through Designer Data Tables. This will allow users simplicity in managing their interaction logic and to dynamically make changes
 
−
}}{{SMART CloudAssumptions
 
−
|Cloud_Assumption=Text-to Speech and Speech Recognition are not included
 
−
}}{{SMART CloudAssumptions
 
−
|Cloud_Assumption=All customer input is via DTMF prompts. Customers need to provide these recordings for prompts. Standard definition for these recordings will be provided
 
−
}}{{SMART CloudAssumptions
 
−
|Cloud_Assumption=Genesys Workstation Web Edition will be provided as Agent Desktop
 
−
}}{{SMART CloudAssumptions
 
−
|Cloud_Assumption=Pulse will be used for real-time reporting
 
−
}}{{SMART CloudAssumptions
 
−
|Cloud_Assumption=No integration with third party systems out-of-box
 
 
}}
 
}}
−
|SMART_HybridAssumptions={{SMART HybridAssumptions
+
|RelatedDocs={{TSSection
−
|Hybrid_Assumption=v 1.1.2
+
|sectionheading=Agent Workspace
 +
|description=Agent Workspace enables agents to handle routed interactions, transfer interactions, and set interaction disposition.
 +
|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/AD Agent Workspace 9 Help]
 +
*[https://all.docs.genesys.com/PEC-AD/HIW How Agent Workspace Works]
 +
}}{{TSSection
 +
|sectionheading=Workspace Desktop Edition
 +
|description=Workspace Desktop Edition enables agents to handle routed interactions, transfer interactions, and set interaction disposition.
 +
|relatedarticles=*[https://docs.genesys.com/Documentation/IW/8.5.1/Help/Welcome Workspace Desktop Edition Agent Help]
 +
*[https://docs.genesys.com/Documentation/IW/8.5.1/User/Welcome Workspace Desktop Edition User's Guide]
 
}}
 
}}
 
|SMART_Interdependencies_Requires={{SMART Interdependencies Requires
 
|SMART_Interdependencies_Requires={{SMART Interdependencies Requires

Latest revision as of 11:56, November 8, 2022

This topic is part of the manual Genesys Engage On-Premises Use Cases for version Current of Genesys Use Cases.
Route voice interactions to the best skilled resource

What's the challenge?

When your customers or sales leads call, they want to speak with someone who can fulfill their needs quickly. If they encounter excessive wait times or do not connect to the best representative in real time, they encounter unnecessary transfers, hold time, and repetition. This experience can result in customer frustration or loss of a potential sale.   

What's the solution?

Create a unified virtual contact center by connecting customers to the representative with the best fit. Genesys call routing uses skills-based routing to direct calls to the resource best equipped to help, whether in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.

Other offerings:

Use Case Overview

Story and Business Context

Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition.

To achieve this experience, they need customizable software to fit complex rules, distributed using skills-based routing while automaticity capturing each call disposition for analysis.

When companies enable call routing within their Genesys environments, benefits can include:

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:

Use Case Benefits Explanation
Improved Customer Experience Shorter wait times and more accurate resolutions by connecting inbound calls or leads to the best matched representative make better customer experiences and improve Net Promoter score
Improved First Contact Resolution Captured omni-channel data is analyzed to drive process improvements to enable a superior customer journey and allows agents to be equip with the ability to handle calls on a First Contact basis.
Increased Revenue The ability to route a sales calls to the best skilled sales representative increases sales conversions.
Reduced Handle Time Genesys' routing is far more efficient as it takes full customer context into consideration. This advantage in routing allows for more accurate and timely routing to the best agent to reduce wait time and costly mis-routes.
Reduced Transfers Reduce the number of transfers due to better voice call routing through Genesys routing.
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

Customer wants to contact the company for a specific service or for further information around a product or offer and then calls the company. The system performs hours of operation, special day, and emergency checks, and then plays corresponding messages. The customer selects an option from a menu (prompt and collect) that maps to an agent skill expression. If no agents are available, the target expands to include an additional agent skill or skill-level before routing to an optional overflow number.

After the initial implementation, customers can enhance the service with more Genesys routing capabilities.


Use Case Definition

Business Flow

The flow describes the use case from the perspective of the caller and contact center agent. The following diagram shows the business flow of the use case:

Business Flow Description

  1. The caller initiates an inbound voice call to the contact center. Optionally, Skype For Business Platform can be used.
  2. 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.
  3. 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.
  4. The system checks if an emergency announcement is activated. In this case an emergency announcement is played and the call is disconnected.
  5. A call steering message (DTMF menu) is played with various menu options (optional).
  6. A greeting announcement is played.
  7. The caller chooses a menu option using a DTMF tone entered on the handset. If the caller does not choose an option or chooses an unavailable option, the menu is repeated up to 2 times. If the caller still does not choose a valid menu option the call is handled with default routing parameters.
  8. 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).
  9. At the end of the call the agent sets a disposition code to record the call outcome for reporting purposes.

Business and Distribution Logic

Business Logic

This chapter describes the business logic and business rules which drive the decisions made by the Genesys system within the business & routing flow above described in the chapters above, i.e. the parameters used by Genesys to drive routing decisions and how these are configured.

These parameters allow the user to configure a number of operational parameters related to routing logic, including the target skills for each menu option, priority tuning, timers and overflows.Some parameters are only available at DNIS / Route Point level. These are either needed only once at the beginning of the call flow (e.g. 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 (to be used if no call steering has been activated) and at the level of the choice of a specific touch point. The following tables illustrate example parameters which may be configured through Genesys configuration tools.

Parameters to configure Service Line Announcements

The following parameters can be configured by service line:

Name Description
Business hours Sets the hours that you are open and accepting calls
Special day A list of exceptions to the regular open hours, for a holiday or other reason
Emergency declared Activates the emergency announcement (i.e. power outage, general closure)

Parameters to define the Call Steering / DTMF Menus

The use case allows users to define Menu options externally through parameters, thereby simplifying the flow. Based on the menu options chosen, corresponding caller segmentation can be done by this context.

Up to 4 levels of DTMF menus can be configured with maximally 9 different sub-options for each choice in the previous level. The combination of choices of the customer within the DTMF menu will determine the service requested and the agent skill required to best satisfy this request. This possibility provides highest flexibility to adapt the use case to a specific company requirement, but it is generally not recommended to use all available levels and number of menu choices to not provide a bad customer experience via a complicated and lengthy DTMF menu.

Distribution Parameters

The following list of parameters define the behaviour of the distribution logic. These parameters can be configured per combination of possible DTMF choices in the Call Steering.

Name Description
Primary Target The skill and skill level expression to which the call will be routed. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.
Secondary Target The skill and skill level expression to which the call will be routed in the first target expansion step. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.
Tertiary Target The skill and skill level expression to which the call will be routed in the second target expansion step. Alternatively, a DN or a specific Agent/Agent Group can be configured as routing target.

The skill expression to define the target is defined by a combination of skill(s) and skill levels. Best practice is to use the same skill(s) with decreased skill level in subsequent targets to gradually expand the pool of agents after each timeout, rather than using a different skill.Priority tuning is configured via the following parameters:

  • Priority increment (the amount to increase the priority after the interval time)
  • Priority interval (the time between priority increases)
  • Priority limit (the maximum priority)
  • Priority start (the starting priority)

Reporting Parameters

The following five business parameters represent reporting categories and are completely customizable to your business model. You can assign different combinations of these parameters to each of your Inbound and Distribution parameter groups, to distinguish them in reporting and enable you to identify the unique properties of the parameter group.

Name Description
Department Business organization used as a category for reporting
Flow A business flow used as a category in reporting
Intent Category Business categories typically used as the top level of the call steering menu choices

Audio Resources

The following audio resources are configurable by service line:

Name Example
Business Hours A message announcing office closure and inviting to call again at opening time
Please Wait on Hold A message inviting to wait
Welcome A Greeting message
Emergency An emergency message
Special Day A message announcing office closure due to special day (i.e. a bank holiday)
Music waiting in queue Music
Main DTMF Menu Message The main Call Steering menu accouncement
Sub-DTMF Menu Messages (multiple messages) The sub-menu messages for the Call Steering as required.

Distribution Flow

Distribution Flow Description

  1. The system checks whether any agents corresponding to the target are logged in. If no agents are logged in, the flow will continue with step 8.
  2. If agents are logged in, the call is queued to the first target.
  3. The system checks whether any agents are available.
  4. If agents with the required target are available, the call will be distributed to the available agent who is longest idle.
  5. If no agent is available, music is played while the caller is in queue.
  6. The priority is increased according to priority tuning parameters.
  7. The system checks whether the target timeout has expired (if configured). If the timeout has not expired, the call continues to wait for an available agent.
  8. If the timeout has expired, then the system checks whether an additional target has been configured. If no additional target has been configured, the call continues to wait for an available agent.
  9. If the next target is still internal, Genesys will attempt to distribute to the expanded target. Up to a maximum of two iterations of target expansion can be configured. The flow continues at step 1.
  10. If the next target is configured to be an external number, the call will be forwarded to this number.

Distribution Logic

General distribution functionality

The distribution logic will include the following functionality:

  • The target will be configurable by (final) DTMF choice. Additional targets are optional.
  • RONA-functionality: If an agent does not accept the voice interaction, the voice call will be automatically put back into the distribution flow after a time out. The agent will be set to not-ready.
  • Blending with other media types will be possible. Priority settings for voice interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).

User Interface & Reporting


Agent UI

Agent Workspace provides a suite of out-of-the-box and configurable features to enable you to maximize routing:

  • Agents can view the menu selection (service) and/or the DNIS when a call is routed to them
  • Agents can transfer calls to other individual agents and specific route points enabled for the agent.
  • Configuration of not-ready reason codes (for example, Admin Work, Lunch, Meeting, Pause, RONA, and Training).
  • Configuration of disposition codes for reporting of business outcome (for example, Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell). Agents select the disposition while handling the interaction.

If Skype for Business Platform is used for Inbound call (option), agents must use Workspace Desktop Edition integrated with Skype for Business endpoint.

Reporting

Real-time Reporting

Genesys Pulse enables at-a-glance views of real-time contact center statistics through dashboards and wallboards.

Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations.

Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboard.

The following Genesys Pulse standard reports are particularly relevant for this use case:

  • Agent Group Status — Displays the current number of agents in their various interaction handling states by group.
  • Agent KPIs — Displays agent key performance indicators for agent groups and individual agents within those groups.
  • Agent Login — Displays agents that are logged in, what type of work they have been assigned, and their current status.
  • Queue KPIs — Displays call activity associated with the interaction queues.

See Standard Report Templates for more information.

Historical Reporting

Genesys CX Insights (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case. The metrics and attributes in these reports measure and filter Info Mart data based on interaction-related activities conducted by active agents, on the agent queue(s) through which customer interactions pass, and on Business Attributes attached data, and enable you to examine low-level interaction details, including handling attempts, flow, and transfers.

Some of the most relevant reports include:

  • Agent Summary Activity Report (Active) — Provides a breakdown of the duration of the different states that an agent can be in (Ready, Not Ready, Busy, and Other).
  • Agent Performance Dashboard — Provides at-a-glance key information about agents, focusing on metrics related to handle time and agent conduct.
  • Agent Utilization — Provides detailed information about agent performance with respect to the customer and consults interactions that are processed within the contact center for a range of days that you specify, and illustrates the percentage of interactions accepted by agents.
  • Queue Outline Report and Queue Summary Report — Collect detailed counts related to customer interactions and consult interactions, showing how the number of interactions/consultations that entered a particular queue or queue group break down into the various queue-related metrics that provide interaction counts, including abandoned, or distributed and handled by any routing target, such as an agent.
  • Interaction Handling Attempt Report — Summarizes segment-related details with regard to agent handling of contact center interactions.
  • Transfer Detail Report — Learn more about the initiating and receiving parties of those contact center interactions that involve a transfer including the technical result, the mediation devices through which the interaction passed, the business attribute, and the entire duration of the interaction.
  • Other reports relevant to this use case are found in the Agents, Business Results, Detail, and Queues folders.

For more information about the Genesys CX Insights reports, see Genesys CX Insights 9.0 User's Guide.

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


General Assumptions

  • SIP connectivity is offered as a standard solution for Genesys Engage on-premises and Cloud.
  • Optionally Skype for business can be offered for Genesys Engage on-premises only.
  • Implementation based on SIP Server (SIP Voice Blueprint).
  • Routing parameters are configured through GAX operational parameter groups, which are referenced in the underlying strategy / routing application.
  • Text To Speech and Speech Recognition are not included.
  • No Genesys Voice Portal - all customer input is via DTMF prompt and collect.
  • Genesys Infomart and Interactive Insights will be used for historical reporting.
  • Workspace Desktop Edition will be used as agent workspace.
  • Genesys Pulse will be used for real-time reporting.
  • No Integration with third party systems.


For Skype for Business Connectivity (Option):

  • Integration with Skype for Business based on Multimedia Connector (Skype for Business Blueprint)
  • The agent uses Workspace Desktop Edition integrated with Skype for Business endpoint.
  • No integration with 3rd party recording. GIR is the only available recording option with Multimedia Connector for Skype for Business.
  • GIA is not supported as a standard option.
  • PS team should be consulted for Skype for Business Platform deployment.



Related Documentation

Agent Workspace

Agent Workspace enables agents to handle routed interactions, transfer interactions, and set interaction disposition.

Workspace Desktop Edition

Workspace Desktop Edition enables agents to handle routed interactions, transfer interactions, and set interaction disposition.

Document Version

  • Version v 1.2.3 last updated November 8, 2022

Retrieved from "https://all.docs.genesys.com/UseCases/Current/GenesysEngage-onpremises/CE01 (2024-11-09 12:59:46)"
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