Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/SL05"
From Genesys Documentation
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* Providing visibility through real-time and historic metrics | * Providing visibility through real-time and historic metrics | ||
|UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs. | |UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs. | ||
| − | |PainPoints= | + | |PainPoints=* No visibility into lead queues and backlogs |
| − | + | * Employees cherry pick work | |
| − | + | * Leads are not handled by employees in time and may get lost | |
| − | + | * Leads are pulled rather than pushed to employees | |
| − | * No visibility into | + | * Unable to plan omni-channel resourcing to match peak online activity |
| − | * | + | * Unable to measure and report on employee utilization |
| − | * | + | |DesiredState=* Single global list of tasks (both real-time and offline) |
| − | * | + | * Real time and continuous prioritization of leads |
| − | * Unable to plan | + | * Automation of SLA Management |
| − | |DesiredState=* Single global | + | * Consolidated Employee Desktop with full context of the lead |
| − | * Real time and continuous prioritization of | + | * Equitable distribution of leads across employee base |
| − | * Automation of SLA | + | * Insights into workforce skills and proficiency |
| − | |||
| − | * Consolidated Employee Desktop with full context of the | ||
| − | * Equitable distribution of | ||
| − | * Insights into workforce skills and | ||
| − | |||
| − | |||
|MaturityLevel=Defined | |MaturityLevel=Defined | ||
|SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional) | |SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional) | ||
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Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative. | Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative. | ||
| − | |CustomerAssumptions=* Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration. | + | |DocVersion=v 1.0.2 |
| − | * Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads. | + | |CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration. |
| − | * Any changes within the web site which is needed for the integration with Genesys are within the customer responsibility. | + | *Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads. |
| − | * Genesys Interactive Insights for IWD is used for historical reporting. | + | *Any changes within the web site which is needed for the integration with Genesys are within the customer responsibility. |
| − | * Workspace Desktop Edition (WDE) is used as lead development representative desktop. | + | *Genesys Interactive Insights for IWD is used for historical reporting. |
| − | * Up to 5 departments with 10 processes each are configured as part of this use case. | + | *Workspace Desktop Edition (WDE) is used as lead development representative desktop. |
| − | * Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations. | + | *Up to 5 departments with 10 processes each are configured as part of this use case. |
| − | * Pulse is used for real-time reporting. | + | *Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations. |
| + | *Pulse is used for real-time reporting. | ||
|PremiseAssumptionsAdditional=This use case is available in Premise | |PremiseAssumptionsAdditional=This use case is available in Premise | ||
|SMART_CloudAssumptions={{SMART CloudAssumptions | |SMART_CloudAssumptions={{SMART CloudAssumptions | ||
|Cloud_Assumption=This use case is not available in the cloud | |Cloud_Assumption=This use case is not available in the cloud | ||
}} | }} | ||
| − | |||
}} | }} | ||
Revision as of 11:06, March 10, 2020
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Important
The PS material for this use case has not been finalized. Please contact your local CSD for effort estimates and scope details of this use case.No results
Contents
Use Case Overview
Story and Business Context
Info needed.
Use Case Benefits*
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line: Info needed.
*You can sort all use cases according to their stated benefits here: Sort by benefits
Summary
Info needed.
Use Case Definition
Info needed.
Business and Distribution Logic
Business Logic
Info needed.
Customer-facing Considerations
Interdependencies
All required, alternate, and optional use cases are listed here, as well as any exceptions.
| All of the following required: | At least one of the following required: | Optional | Exceptions |
|---|---|---|---|
| None | None | None | None |
Document Version
Needs info.