Difference between revisions of "UseCases/Current/GenesysCloud/CE03"
From Genesys Documentation
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{{SMART UseCase | {{SMART UseCase | ||
| + | |ID= | ||
| + | |Title= | ||
| + | |Offering= | ||
|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
| − | |UCBenefitID=Improved | + | |UCBenefitID=Improved Net Promoter Score |
|UCBenefit=Improve customer satisfaction by announcing wait time and offering callbacks when appropriate | |UCBenefit=Improve customer satisfaction by announcing wait time and offering callbacks when appropriate | ||
}}{{SMART Benefits | }}{{SMART Benefits | ||
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|UCBenefit=Reduce overall handle time in addition to customer hold time and associated telephony costs | |UCBenefit=Reduce overall handle time in addition to customer hold time and associated telephony costs | ||
}} | }} | ||
| + | |UCIntro= | ||
|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. | ||
| + | |Description= | ||
|PainPoints=*Long queue times lead to abandons and missed service levels | |PainPoints=*Long queue times lead to abandons and missed service levels | ||
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*When accepted, the callback is registered in the queue | *When accepted, the callback is registered in the queue | ||
*When the callback reaches the top of the queue, it is assigned to an available agent. | *When the callback reaches the top of the queue, it is assigned to an available agent. | ||
| + | |BuyerPersonas= | ||
| + | |QualifyingQuestions= | ||
|MaturityLevel=Consistent | |MaturityLevel=Consistent | ||
|SellableItems=PureCloud 2 or greater | |SellableItems=PureCloud 2 or greater | ||
| + | |CloudAssumptions= | ||
|CloudAssumptionsAdditional_Sales=* This use case is available on Cloud | |CloudAssumptionsAdditional_Sales=* This use case is available on Cloud | ||
|PremiseAssumptions=N/A | |PremiseAssumptions=N/A | ||
| + | |PremiseAssumptionsAdditional_Sales= | ||
|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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====<span class="mw-headline" id="Routing_callback_requests_to_agents">Routing callback requests to agents</span>==== | ====<span class="mw-headline" id="Routing_callback_requests_to_agents">Routing callback requests to agents</span>==== | ||
When a callback request reaches the top of the queue, 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. | ||
| + | |DistributionImageFlow= | ||
|DistributionLogic=N/A | |DistributionLogic=N/A | ||
|CustomerInterfaceRequirements=N/A | |CustomerInterfaceRequirements=N/A | ||
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|CustomerAssumptions=N/A | |CustomerAssumptions=N/A | ||
|RequiresAll=CE01 | |RequiresAll=CE01 | ||
| + | |RequiresOr= | ||
| + | |Optional= | ||
| + | |Exceptions= | ||
|SMART_PremiseAssumptions={{SMART PremiseAssumptions | |SMART_PremiseAssumptions={{SMART PremiseAssumptions | ||
|Premise_Assumption=N/A | |Premise_Assumption=N/A | ||
}} | }} | ||
| + | |PremiseAssumptionsAdditional= | ||
| + | |SMART_CloudAssumptions= | ||
| + | |CloudAssumptionsAdditional= | ||
| + | |SMART_HybridAssumptions= | ||
| + | |Requires= | ||
| + | |Conditions= | ||
|DocVersion=v 1.0.1 | |DocVersion=v 1.0.1 | ||
}} | }} | ||
Revision as of 11:14, April 20, 2020
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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.