Difference between revisions of "UseCases/Current/GenesysEngage-cloud/SL05"
From Genesys Documentation
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|CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of Genesys Engage cloud to sell | |CloudAssumptionsAdditional_Sales=Capabilities Assumption: Not available for Partner Cloud but iWD Cloud is available for partners of Genesys Engage cloud to sell | ||
|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
| − | |BusinessFlow='''Lead Capture (out of scope for the use case)''' | + | |BusinessFlow='''(1) Lead Capture (out of scope for the use case)''' |
The logic, which triggers the creation of a lead within Genesys, depends on the website and is out of the scope of this use case. When a lead is detected logic on the company website or lead capture system will create a new lead within Genesys. A typical scenario is an abandoned shopping cart event as is shown in the following diagram: | The logic, which triggers the creation of a lead within Genesys, depends on the website and is out of the scope of this use case. When a lead is detected logic on the company website or lead capture system will create a new lead within Genesys. A typical scenario is an abandoned shopping cart event as is shown in the following diagram: | ||
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#If he does not proceed with his buying process or closes the browser, a lead is generated. All relevant data is collected by the website and the lead is created in Genesys for distribution to a lead development representative. | #If he does not proceed with his buying process or closes the browser, a lead is generated. All relevant data is collected by the website and the lead is created in Genesys for distribution to a lead development representative. | ||
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
| − | |BusinessFlow='''Business Flow - Distribution''' | + | |BusinessFlow='''(2) Business Flow - Distribution''' |
The following diagram shows the business flow of the use case: | The following diagram shows the business flow of the use case: | ||
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#The lead development representative will handle the lead and attempt to call the lead using the provided contact data. | #The lead development representative will handle the lead and attempt to call the lead using the provided contact data. | ||
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
| − | |BusinessFlow='''Business Flow - Lead Handling''' | + | |BusinessFlow='''(3) Business Flow - Lead Handling''' |
|BusinessImage=https://www.lucidchart.com/documents/edit/8977843f-84ce-418c-9121-aca541bbc985/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/8977843f-84ce-418c-9121-aca541bbc985/0 | ||
|BusinessFlowDescription=Business Flow - Lead Handling | |BusinessFlowDescription=Business Flow - Lead Handling | ||
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The required statistics to be presented at lead development representative desktop consists of lead development representative, status and interactions statistics per day) | The required statistics to be presented at lead development representative desktop consists of lead development representative, status and interactions statistics per day) | ||
| − | | | + | |RealTimeReporting='''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 dashboards. | |
| + | |||
| + | The following Genesys Pulse standard reports are particularly relevant for this use case: | ||
| + | |||
| + | *IWD Agent Activity — Displays agent or agent group activity as it relates to the processing iWD work items type contacts. | ||
| + | *IWD Queue Activity — Displays an overview of current or near real-time activity associated with the iWD queues. | ||
| + | |||
| + | See [https://all.docs.genesys.com/PEC-REP/Current/RT/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 by analyzing historical data KPIs that provide intraday tracking of processes, resource performance, and task handling. | ||
| + | |||
| + | Some of the most relevant reports include: | ||
| + | |||
| + | * [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIiWDIntrDyPrcsDshBrd Intraday Process Dashboard] — Provides an Intraday overview of the completed iWD tasks that were overdue, along with the counts, percentages, and averages of completed iWD tasks, including a breakdown of the average amount of time it took to complete tasks. This dashboard provides visual summaries of the detailed information in the on the [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIiWDIntrDyPrcs Intraday Process Report]. | ||
| + | * [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIiWDIntrDyPrcs Intraday Process Report] — Provides information about the performance of historical and pending work items. Use this report to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished. Includes counts of the completed iWD tasks that were overdue, and counts, percentages, and averages of completed iWD tasks, along with a breakdown of the average amount of time it took to complete tasks. | ||
| + | |||
| + | * [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIiWDResPerfDshbrd Resource Performance Dashboard] — Gives insight into the amount of time and effort resources are spending to resolve work items. | ||
| + | * [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIiWDResPerf Resource Performance Report] — Insight into how resources handle tasks over specific time periods, which can help you gain insight into the the variability of performance for each process, department, and days the resource worked. | ||
| + | * [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIiWDTskDtl Task Detail Report] — Provides details about individual work items when viewed from the customer perspective. | ||
| + | * [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIiWDTskWrkDtl Task Work Detail Report] — Provides detailed information about tasks that involved more than one employee, and about the queues that distributed the tasks to the employees. | ||
| + | *[https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIiWDCstrSgmtSrvcLvl Customer Segment Service Level Report] — Provides information about the number of new tasks, number of completed tasks, and the percentage of all tasks that were completed during the reporting interval, by day, by customer segment, and by business process. | ||
| + | |||
| + | See more information, see [https://all.docs.genesys.com/PEC-REP/Current/RPRT/GetStarted Get started with Genesys CX Insights] and [https://all.docs.genesys.com/PEC-REP/Current/RPRT/HRCXIForiWD Genesys CX Insights reports for iWD Cloud]. | ||
|CustomerAssumptions=*Genesys standard REST capture adapter to be used for inbound leads from the source system. | |CustomerAssumptions=*Genesys standard REST capture adapter to be used for inbound leads from the source system. | ||
*Outbound webhooks can be sent from the capture point back to the lead source system. | *Outbound webhooks can be sent from the capture point back to the lead source system. | ||
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*Up to 5 departments with 10 processes each are configured as part of this use case. | *Up to 5 departments with 10 processes each are configured as part of this use case. | ||
*Standard iWD Manager rules templates to be used to define all the classification and prioritization schema and the customer will be shown how to change to match their requirements. | *Standard iWD Manager rules templates to be used to define all the classification and prioritization schema and the customer will be shown how to change to match their requirements. | ||
| − | *Pulse and iWD Manager are used for real-time employee reporting. | + | *Genesys Pulse and iWD Manager are used for real-time employee reporting. |
*iWD Manger and Designer are used for managing the leads waiting for a lead development representative and associated realtime analytics | *iWD Manger and Designer are used for managing the leads waiting for a lead development representative and associated realtime analytics | ||
|RequiresAll=CE01, BO02 | |RequiresAll=CE01, BO02 | ||
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*#Custom attribute support during routing and reporting is NOT supported by cloud engineering and can be supported by Professional Services. | *#Custom attribute support during routing and reporting is NOT supported by cloud engineering and can be supported by Professional Services. | ||
*#Real-time and Historical report customization perfromed by customers or Professional Services is not supported by cloud engineering | *#Real-time and Historical report customization perfromed by customers or Professional Services is not supported by cloud engineering | ||
| − | |||
*#Manual work item monitoring and management (e.g. iWD Manager’s Global work item List) is supported by cloud engineering through the iWD REST API and through iWD Manager | *#Manual work item monitoring and management (e.g. iWD Manager’s Global work item List) is supported by cloud engineering through the iWD REST API and through iWD Manager | ||
*#Business calendar support in iWD Manager is not supported by cloud engineering e.g. the iWD Manager prioritization will not adjust for weekends or inside and outside of business hours. The distribution of work will stop outside of Designer business hours. | *#Business calendar support in iWD Manager is not supported by cloud engineering e.g. the iWD Manager prioritization will not adjust for weekends or inside and outside of business hours. The distribution of work will stop outside of Designer business hours. | ||
Revision as of 12:16, August 11, 2020
No results
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.