Difference between revisions of "UseCases/Current/GenesysCloud/SL09"
From Genesys Documentation
m (Text replacement - "\|Offering?=([^\|]*)PureEngage" to "|Offering=$1GenesysEngage-onpremises") |
m (Text replacement - "PureCloud" to "Genesys Cloud") |
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| Line 113: | Line 113: | ||
|DistributionImageFlow= | |DistributionImageFlow= | ||
|DistributionLogic=The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Predictive Engagement rules. | |DistributionLogic=The distribution of the interaction is determined by the target expression and virtual queue configured in the Genesys Predictive Engagement rules. | ||
| − | |CustomerInterfaceRequirements=* Used with Genesys Widgets only. Not supported with | + | |CustomerInterfaceRequirements=* Used with Genesys Widgets only. Not supported with Genesys Cloud Widget. |
|AgentDeskRequirements=N/A | |AgentDeskRequirements=N/A | ||
|RealTimeReporting=Genesys Altocloud Analytical Dashboards report: | |RealTimeReporting=Genesys Altocloud Analytical Dashboards report: | ||
| Line 119: | Line 119: | ||
* Visitor Activity report: See visitor historical activity. Filter by segments and outcomes. | * Visitor Activity report: See visitor historical activity. Filter by segments and outcomes. | ||
* Action Map report: View action map performance numbers for qualified, offered, accepted, rejected, errored and timedout actions. | * Action Map report: View action map performance numbers for qualified, offered, accepted, rejected, errored and timedout actions. | ||
| − | * | + | * Genesys Cloud Analytics real-time dashboards. Include Journey values 'Has Customer Journey' and 'Proactive Chat' columns and filters: |
** Interactions | ** Interactions | ||
** Queue Performance | ** Queue Performance | ||
| Line 136: | Line 136: | ||
| − | The Genesys Chat Routing CE18 use case is not used here as it is based on | + | The Genesys Chat Routing CE18 use case is not used here as it is based on Genesys Cloud Widget, which is not used with Altocloud. However chat routing logic used with Genesys Widgets is identical to CE18 use case. |
|CustomerAssumptions= | |CustomerAssumptions= | ||
|SMART_PremiseAssumptions= | |SMART_PremiseAssumptions= | ||
Revision as of 12:05, July 15, 2020
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Important
This use case is replaced by #mintydocs_link must be called from a MintyDocs-enabled page (UseCases/Current/GenesysCloud/SL09).
that comprehensively covers both Sales and Customer Service scenarios. This use case will be decommissioned at the end of June 2020.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.