Difference between revisions of "UseCases/Current/GenesysCloud/CE01"
From Genesys Documentation
m (Text replacement - "manual=PureCloud" to "manual=GenesysCloud") |
m (Text replacement - "PureCloud" to "Genesys Cloud") |
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|QualifyingQuestions= | |QualifyingQuestions= | ||
|MaturityLevel=Consistent | |MaturityLevel=Consistent | ||
| − | |SellableItems= | + | |SellableItems=Genesys Cloud 2 or greater |
|CloudAssumptions= | |CloudAssumptions= | ||
|CloudAssumptionsAdditional_Sales=Capabilities Assumption: | |CloudAssumptionsAdditional_Sales=Capabilities Assumption: | ||
| − | * The full use case outlined here available in | + | * The full use case outlined here available in Genesys Cloud. |
|PremiseAssumptions=N/A | |PremiseAssumptions=N/A | ||
|PremiseAssumptionsAdditional_Sales= | |PremiseAssumptionsAdditional_Sales= | ||
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====Bullseye Routing==== | ====Bullseye Routing==== | ||
| − | To relax agent qualification requirements and allow | + | To relax agent qualification requirements and allow Genesys Cloud to route a call to more agents, use Genesys Cloud's Bullseye Routing. Bullseye Routing removes skills as the time-in-queue increases for the call. |
| − | '''Note:''' For most implementations, standard ACD routing is preferable to | + | '''Note:''' For most implementations, standard ACD routing is preferable to Genesys Cloud Bullseye routing, except in cases where interaction skill requirements are complex. |
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: | 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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#If agent(s) with the required skill(s) are available, the call is routed to the agent who is longest idle. | #If agent(s) with the required skill(s) are available, the call is routed to the 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 system tracks the call wait time as the call remains in the queue. | + | #The system tracks the call wait time as the call remains in the queue. Genesys Cloud’s assignment algorithm increases call priority as call wait time increases. |
#The system checks whether the Bullseye Timeout interval has elapsed. | #The system checks whether the Bullseye Timeout interval has elapsed. | ||
#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. | #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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*All Skills Matching - ACD considers only agents who have all of the requested skills. | *All Skills Matching - ACD considers only agents who have all of the requested skills. | ||
| − | + | Genesys Cloud routes the call to the first available agent with the requested skills. | |
| − | *Best Available Skills - ACD routes interactions based on the highest average proficiency level for the requested skills. | + | *Best Available Skills - ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud 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. |
| − | *Disregard Skills, Next Agent - ACD routes interactions based on agent availability instead of skills. | + | *Disregard Skills, Next Agent - ACD routes interactions based on agent availability instead of skills. Genesys Cloud routes the call to the first available agent and ignores any skill requests. |
====<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>==== | ====<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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====Routing Methods==== | ====Routing Methods==== | ||
| − | *Standard ACD - | + | *Standard ACD - Genesys Cloud routes interactions to the next available agent. Genesys Cloud considers skills as specified by the evaluation method. |
| − | *Bullseye - | + | *Bullseye - Genesys Cloud routes interactions to a targeted sub-queue of agents with specific skills. If no agents are available, Genesys Cloud relaxes the requested skills, based on the queue configuration, to expand the pool of agents who can receive the call. |
|CustomerInterfaceRequirements=N/A | |CustomerInterfaceRequirements=N/A | ||
|AgentDeskRequirements=* The agent can view the queue when the call is presented. | |AgentDeskRequirements=* The agent can view the queue when the call is presented. | ||
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* Not-ready presences (Admin Work, Lunch, Meeting, Pause, Training) are configured. | * Not-ready presences (Admin Work, Lunch, Meeting, Pause, Training) are configured. | ||
* Wrap-up codes for reporting business outcomes (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell) are configured. | * Wrap-up codes for reporting business outcomes (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell) are configured. | ||
| − | |RealTimeReporting=Due to the continuous evolution, the features available in | + | |RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud rapidly change. Please reference the Genesys Cloud Resource Center for latest features at [https://help.mypurecloud.com Genesys Cloud Resource Center] . |
| − | Examples of current | + | Examples of current Genesys Cloud Historical and Real-time views that provide relevant insights: |
* Agent | * Agent | ||
** 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. | ** 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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** 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). | ** 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). | ||
* Reports | * Reports | ||
| − | ** | + | ** Genesys Cloud has a full library of canned reports available in PDF and XLSX formats. |
** Supervisors can filter these reports by dates, users, queues, and so on. | ** Supervisors can filter these reports by dates, users, queues, and so on. | ||
| − | ** Supervisors can download reports from the | + | ** Supervisors can download reports from the Genesys Cloud user interface. |
** Supervisors can schedule reports to run and download in batch. | ** Supervisors can schedule reports to run and download in batch. | ||
* Other Views | * Other Views | ||
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|PremiseAssumptionsAdditional= | |PremiseAssumptionsAdditional= | ||
|SMART_CloudAssumptions= | |SMART_CloudAssumptions= | ||
| − | |CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box | + | |CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box Genesys Cloud ACD Evaluation method and Routing method. |
*Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary. | *Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary. | ||
| − | *All routing options and configuration parameters are configured through | + | *All routing options and configuration parameters are configured through Genesys Cloud Architect. |
*All customer input is via DTMF prompts or menu ASR. | *All customer input is via DTMF prompts or menu ASR. | ||
*Customers need to provide recordings for prompts. Standard definition for these recordings will be provided | *Customers need to provide recordings for prompts. Standard definition for these recordings will be provided | ||
Revision as of 12:05, July 15, 2020
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Important
Genesys Call Routing (CE01) will be consolidated into #mintydocs_link must be called from a MintyDocs-enabled page (UseCases/Current/GenesysCloud/CE01).
and it is set to be decommissioned by end of June 2020. Please use the new use case for new opportunities. 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.