Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/CE18"

From Genesys Documentation
Jump to: navigation, search
m (1 revision imported: Updating for Maturity Level)
(Published)
Line 1: Line 1:
 
{{SMART UseCase
 
{{SMART UseCase
−
|SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Interactive Insights, Genesys Chat
 
−
|CloudAssumptionsAdditional_Sales=The full use case outlined here is available in the cloud.
 
−
|PremiseAssumptionsAdditional_Sales=The full use case outlined here is available on premise.
 
−
|CustomerAssumptions=* Genesys customer will handle the integration of the solution into his web site,
 
−
* Provision and configuration standard responses in Genesys Knowledge Manager
 
−
|PremiseAssumptionsAdditional=* Implementation of this use case will be based on the Digital Blueprint Architecture
 
−
* Genesys Infomart and Interactive Insights in place for historical reporting
 
−
* WDE or WWE will be used as agent desktop
 
−
* Pulse will be used for real-time reporting
 
−
* Use of Genesys CX widget with limited modification to the company’s corporate identity as described in chapter “User Interface Requirements”.
 
−
* No integration with third party systems
 
−
|CloudAssumptionsAdditional=* Genesys Interactive Insights will be used for historical reporting
 
−
* Pulse will be used for real-time reporting.
 
−
* Workspace Web Edition is used as agent desktop.
 
−
* Integration with third-party systems is not included.
 
−
|SMART_HybridAssumptions={{SMART HybridAssumptions
 
−
|Hybrid_Assumption=v 1.0.2
 
−
}}
 
 
|SMART_Benefits={{SMART Benefits
 
|SMART_Benefits={{SMART Benefits
 
|UCBenefitID=Increased Revenue
 
|UCBenefitID=Increased Revenue
Line 33: Line 15:
 
|UCOverview=The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support.  With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction.
 
|UCOverview=The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support.  With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction.
 
|UCSummary=The customer can request a chat session with an agent from the company's web site on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the customer context (requested subject).
 
|UCSummary=The customer can request a chat session with an agent from the company's web site on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the customer context (requested subject).
 +
|PainPoints=* Increasing calls related to online service and support​
 +
* Increasing repeat contacts​
 +
* Website not offering online service and support​
 +
* Customer having to queue for a long time​
 +
* Customer having to call multiple times​
 +
* Online help not providing the information customers need​
 +
* Missed service levels​
 +
* Inconsistency in responses​
 +
* Unable to connect to the best agent​
 +
* Unable to provide a personalized assisted service experience​
 +
* Increasing competitive pressure​
 +
* Too hard to get the right information for the customer​
 +
* Poor customer experience scores​
 +
​
 +
|DesiredState=* Enable chat on web site​
 +
* Recognize customers​
 +
* Understand intent and sentiment​
 +
* Deliver personalized response​
 +
* Leverage standard response library when needed​
 +
* Meet SLA
 +
|MaturityLevel=Consistent
 +
|SellableItems=CIM, CIM (HA), Interaction Workspace, Genesys Infomart, Genesys Interactive Insights, Genesys Chat
 +
|CloudAssumptionsAdditional_Sales=The full use case outlined here is available in the cloud.
 +
|PremiseAssumptionsAdditional_Sales=The full use case outlined here is available on premise.
 
|BusinessImageFlow={{SMART BusinessImageFlow
 
|BusinessImageFlow={{SMART BusinessImageFlow
 
|BusinessFlow=The following flow describes the use case from the perspective of the main actors, i.e. the customer and the contact centre agent.
 
|BusinessFlow=The following flow describes the use case from the perspective of the main actors, i.e. the customer and the contact centre agent.
Line 171: Line 177:
 
* Re-route on no answer (RONA) - functionality: If an agent does not accept the chat interaction, the chat interaction will be automatically put back into the distribution flow after a time out. The agent will be set to not-ready.
 
* Re-route on no answer (RONA) - functionality: If an agent does not accept the chat interaction, the chat interaction will be automatically put back into the distribution flow after a time out. The agent will be set to not-ready.
 
* Blending with other media types will be possible. Priority settings for chat interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).
 
* Blending with other media types will be possible. Priority settings for chat interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).
−
|PainPoints=* Increasing calls related to online service and support​
 
−
* Increasing repeat contacts​
 
−
* Website not offering online service and support​
 
−
* Customer having to queue for a long time​
 
−
* Customer having to call multiple times​
 
−
* Online help not providing the information customers need​
 
−
* Missed service levels​
 
−
* Inconsistency in responses​
 
−
* Unable to connect to the best agent​
 
−
* Unable to provide a personalized assisted service experience​
 
−
* Increasing competitive pressure​
 
−
* Too hard to get the right information for the customer​
 
−
* Poor customer experience scores​
 
−
​
 
−
|DesiredState=* Enable chat on web site​
 
−
* Recognize customers​
 
−
* Understand intent and sentiment​
 
−
* Deliver personalized response​
 
−
* Leverage standard response library when needed​
 
−
* Meet SLA
 
 
|CustomerInterfaceRequirements=The user interface will be based on Genesys chat widget:
 
|CustomerInterfaceRequirements=The user interface will be based on Genesys chat widget:
−
 
 
* The Genesys standard registration and chat widgets will be used
 
* The Genesys standard registration and chat widgets will be used
 
* The registration Window will include the following data fields:
 
* The registration Window will include the following data fields:
−
**First Name, Last Name, Nickname, E-mail Address, Subject
+
** First Name, Last Name, Nickname, E-mail Address, Subject
−
**The subject can be selected via drop down box
+
** The subject can be selected via drop down box
−
**Subject is mandatory all other fields are optional
+
** Subject is mandatory all other fields are optional
 
* Possibility for basic adaptation to customer corporate identity. The following functionality is covered
 
* Possibility for basic adaptation to customer corporate identity. The following functionality is covered
−
**Add customer logo
+
** Add customer logo
−
**Use corporate identity colours & fonts
+
** Use corporate identity colours & fonts
  
 
'''Recommendation for registration window:'''
 
'''Recommendation for registration window:'''
Line 206: Line 191:
 
If the visitor is logged in on the web site and known to the company, it is recommended to pre-populate the data fields with the visitor’s data (first name, last name, e-mail address) to avoid that he has to enter them again. This functionality requires integration of the widgets with the company’s web site. This will be within the responsibility of the company. Genesys Professional Services provides a half-day workshop to introduce your web developers to the widgets.
 
If the visitor is logged in on the web site and known to the company, it is recommended to pre-populate the data fields with the visitor’s data (first name, last name, e-mail address) to avoid that he has to enter them again. This functionality requires integration of the widgets with the company’s web site. This will be within the responsibility of the company. Genesys Professional Services provides a half-day workshop to introduce your web developers to the widgets.
 
|AgentDeskRequirements=The following lists the minimum requirements for the chat interface:
 
|AgentDeskRequirements=The following lists the minimum requirements for the chat interface:
−
 
 
* Access to Universal Contact History
 
* Access to Universal Contact History
 
* Configuration of not-ready reason codes (e.g. Admin Work, Lunch, Meeting, Pause, RONA and Training).  
 
* Configuration of not-ready reason codes (e.g. Admin Work, Lunch, Meeting, Pause, RONA and Training).  
Line 217: Line 201:
 
'''Pulse''' is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, chat interaction handled and the average handle time.
 
'''Pulse''' is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, chat interaction handled and the average handle time.
 
With Pulse you can:
 
With Pulse you can:
−
*Monitor the current state and activity of Contact Center objects to help make decisions about staffing, scheduling and call routing strategies.
+
* Monitor the current state and activity of Contact Center objects to help make decisions about staffing, scheduling and call routing strategies.
−
*Create widgets from predefined and user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
+
* Create widgets from predefined and user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
−
*Predefined templates
+
* Predefined templates
−
**Monitor operational Chat activity through the Chat Queue Activity template.
+
** Monitor operational Chat activity through the Chat Queue Activity template.
−
**Monitor Agent resource activity through the Chat Agent Activity template
+
** Monitor Agent resource activity through the Chat Agent Activity template
−
**Monitor Tenant Service Level through the Chat Service Level template.
+
** Monitor Tenant Service Level through the Chat Service Level template.
  
 
Below are several examples of Chat dashboards, implementation of dashboards would be customized based on the deployment.  
 
Below are several examples of Chat dashboards, implementation of dashboards would be customized based on the deployment.  
Line 256: Line 240:
 
|HistoricalReporting='''Premise'''
 
|HistoricalReporting='''Premise'''
  
−
Interactive Insights out-of-the-box reports will be used to:  
+
CX Insights out-of-the-box reports will be used to:  
−
*Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
+
* Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
−
*Measure the effectiveness of the Engagement Rules and efficiency of the use case with the Customer Perspective Report and the Interaction Volume Customer Segment Report.
+
* Measure the effectiveness of the Engagement Rules and efficiency of the use case with the Customer Perspective Report and the Interaction Volume Customer Segment Report.
−
*Dimension the out-of-the-box aggregate based Interactive Insights reports with Routing Parameters including the Engagement Rules and the Disposition codes.  
+
* Dimension the out-of-the-box aggregate based Interactive Insights reports with Routing Parameters including the Engagement Rules and the Disposition codes.  
−
*With Disposition codes calculate the conversion success rate
+
* With Disposition codes calculate the conversion success rate
−
*Evaluate resource performance with a variety of reports for Agents and Detail facts
+
* Evaluate resource performance with a variety of reports for Agents and Detail facts
  
 
There are 40+ reports available, including the following.
 
There are 40+ reports available, including the following.
Line 269: Line 253:
  
 
'''Dimension:''' Tenant Name, Media Type, Agent Name, Day, Interaction Type
 
'''Dimension:''' Tenant Name, Media Type, Agent Name, Day, Interaction Type
 +
  
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
−
! Measure !! Universe Measure Name !! Description
 
 
{{!}}-
 
{{!}}-
−
{{!}} % Occupancy {{!}}{{!}} Summarized State \ % Occupancy {{!}}{{!}} The percentage of time that this agent’s state was Busy within the interval to the total duration within the interval of the agent’s active session on a particular media channel. This measure reflects the percentage of time that agents actually spent handling interactions against their available or idle time.
+
!{{!}}Measure
 +
!{{!}}Universe Measure Name
 +
!{{!}}Description
 +
{{!}}-
 +
{{!}}{{!}}% Occupancy
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Summarized State \ % Occupancy
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The percentage of time that this agent’s state was Busy within the interval to the total duration within the interval of the agent’s active session on a particular media channel. This measure reflects the percentage of time that agents actually spent handling interactions against their available or idle time.
 
{{!}}-
 
{{!}}-
−
{{!}} Active Time {{!}}{{!}} Summarized State \ Active Time {{!}}{{!}} The total amount of time, in seconds, attributable to the interval between the beginning and end of this agent’s login session(s) on a particular media channel. In the scenario in which an agent logs into multiple switches, DNs, and/or queues, this measure starts the moment at which the agent logs in to the first switch/DN/queue (if this login falls within the interval) and ends at the moment at which the agent is no longer logged in to any switch/DN/queue (if logout falls within the interval).
+
{{!}}{{!}}Active Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Summarized State \ Active Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, attributable to the interval between the beginning and end of this agent’s login session(s) on a particular media channel. In the scenario in which an agent logs into multiple switches, DNs, and/or queues, this measure starts the moment at which the agent logs in to the first switch/DN/queue (if this login falls within the interval) and ends at the moment at which the agent is no longer logged in to any switch/DN/queue (if logout falls within the interval).
 
{{!}}-
 
{{!}}-
−
{{!}} Ready Time {{!}}{{!}} Summarized State \ Ready Time {{!}}{{!}} The total amount of time, in seconds, that this agent was in the Ready state for a particular media type.
+
{{!}}{{!}}Ready Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Summarized State \ Ready Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, that this agent was in the Ready state for a particular media type.
 
{{!}}-
 
{{!}}-
−
{{!}} Not Ready Time {{!}}{{!}} Summarized State \ Not Ready Time {{!}}{{!}} The total amount of time, in seconds, within the interval that this agent was in the NotReady state for a particular media channel (including Do Not Disturb duration, if configured) regardless of whether a reason was indicated.
+
{{!}}{{!}}Not Ready Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Summarized State \ Not Ready Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, within the interval that this agent was in the NotReady state for a particular media channel (including Do Not Disturb duration, if configured) regardless of whether a reason was indicated.
 
{{!}}-
 
{{!}}-
−
{{!}} Busy Time {{!}}{{!}} Summarized State \ Busy Time {{!}}{{!}} The total duration, in seconds, of all of interaction-processing activities including the time that is associated with requests for consultation that the agent received and excluding the time spent processing after-call work.
+
{{!}}{{!}}Busy Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Summarized State \ Busy Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total duration, in seconds, of all of interaction-processing activities including the time that is associated with requests for consultation that the agent received and excluding the time spent processing after-call work.
 
{{!}}-
 
{{!}}-
−
{{!}} Wrap Time {{!}}{{!}} Summarized State \ Wrap Time {{!}}{{!}} The total amount of time, in seconds, within the interval that this agent spent in ACW (Wrap) state whether or not the reason for entering this state was related to an interaction.
+
{{!}}{{!}}Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Summarized State \ Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, within the interval that this agent spent in ACW (Wrap) state whether or not the reason for entering this state was related to an interaction.
 
{{!}}-
 
{{!}}-
−
{{!}} Other State Time {{!}}{{!}} Summarized State \ Other State Time {{!}}{{!}} The total amount of time, in seconds, that the state of this agent was neither Ready nor NotReady after login to a particular media channel. The situation in which the state of an agent is neither Ready nor NotReady usually occurs upon first login if the switch, for instance, does not force agents into the Ready state upon login.
+
{{!}}{{!}}Other State Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Summarized State \ Other State Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, that the state of this agent was neither Ready nor NotReady after login to a particular media channel. The situation in which the state of an agent is neither Ready nor NotReady usually occurs upon first login if the switch, for instance, does not force agents into the Ready state upon login.
 
{{!}}-
 
{{!}}-
−
{{!}} Offset {{!}}{{!}} None. Report only. {{!}}{{!}} A custom measure that reflects the difference between the agent's logged-in time and all other state durations. This measure can be negative as it compensates for any overlapping durations that may be captured by the Ixn Wrap Time, Engage Time, and Not Ready Time measures and as well as after-call work durations that are not affiliated with any call.
+
{{!}}{{!}}Offset
 +
{{!}}{{!}} 
 +
{{!}}{{!}}None. Report only.
 +
{{!}}{{!}} 
 +
{{!}}{{!}}A custom measure that reflects the difference between the agent's logged-in time and all other state durations. This measure can be negative as it compensates for any overlapping durations that may be captured by the Ixn Wrap Time, Engage Time, and Not Ready Time measures and as well as after-call work durations that are not affiliated with any call.
 
{{!}}-
 
{{!}}-
−
{{!}} Ixn Busy Time {{!}}{{!}} Interaction State \ Ixn Busy Time {{!}}{{!}} The total amount of time, in seconds, within the interval that this agent was busy processing interactions. The time that an agent is busy is calculated as the sum of dialing for established interactions and alerting duration (Invite Time), engage/talk duration, hold duration, ACW (Wrap) duration (for interaction-related ACW), and amount of time that the agent spent processing consult interactions that the agent received.
+
{{!}}{{!}}Ixn Busy Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Interaction State \ Ixn Busy Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, within the interval that this agent was busy processing interactions. The time that an agent is busy is calculated as the sum of dialing for established interactions and alerting duration (Invite Time), engage/talk duration, hold duration, ACW (Wrap) duration (for interaction-related ACW), and amount of time that the agent spent processing consult interactions that the agent received.
 
{{!}}-
 
{{!}}-
−
{{!}} Invite Time {{!}}{{!}} Interaction State \ Invite Time {{!}}{{!}} The total amount of time, in seconds, attributable to the interval that customer interactions alerted or rang at agents plus the total duration of the dialing that agents performed.
+
{{!}}{{!}}Invite Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Interaction State \ Invite Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, attributable to the interval that customer interactions alerted or rang at agents plus the total duration of the dialing that agents performed.
 
{{!}}-
 
{{!}}-
−
{{!}} Engage Time {{!}}{{!}} Interaction State \ Engage Time {{!}}{{!}} The total amount of time, in seconds, that this agent was engaged with customers on interactions that the agent received within the interval or within a prior interval and ensued in this interval. This measure might include engagement time for interactions that the agent made or received while in the Not Ready or ACW (Wrap) states (if the underlying ICON application supplying data to Genesys Info Mart is configured appropriately.) This measure excludes engagement time that is associated with collaborations, consultations, and other interaction-related durations, such as hold time, ACW time, and alert (ring) time.
+
{{!}}{{!}}Engage Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Interaction State \ Engage Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, that this agent was engaged with customers on interactions that the agent received within the interval or within a prior interval and ensued in this interval. This measure might include engagement time for interactions that the agent made or received while in the Not Ready or ACW (Wrap) states (if the underlying ICON application supplying data to Genesys Info Mart is configured appropriately.) This measure excludes engagement time that is associated with collaborations, consultations, and other interaction-related durations, such as hold time, ACW time, and alert (ring) time.
 
{{!}}-
 
{{!}}-
−
{{!}} Hold Time {{!}}{{!}} Interaction State \ Hold Time {{!}}{{!}} The total amount of time, in seconds, within the interval that this agent had customer interactions on hold. This measure counts all held durations for interactions, whether they were placed on hold once or more than once.
+
{{!}}{{!}}Hold Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Interaction State \ Hold Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, within the interval that this agent had customer interactions on hold. This measure counts all held durations for interactions, whether they were placed on hold once or more than once.
 
{{!}}-
 
{{!}}-
−
{{!}} Consult Received Time {{!}}{{!}} Interaction State \ Consult Received Time {{!}}{{!}} The total amount of time, in seconds, within the interval that this agent as a recipient spent in collaborations or consultations, where the collaborations/consultations were associated with customer interactions. This time includes any hold duration that occurred within the interval and during the collaboration/consultation.
+
{{!}}{{!}}Consult Received Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Interaction State \ Consult Received Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, within the interval that this agent as a recipient spent in collaborations or consultations, where the collaborations/consultations were associated with customer interactions. This time includes any hold duration that occurred within the interval and during the collaboration/consultation.
 
{{!}}}
 
{{!}}}
 +
  
 
====Queue Summary Report====  
 
====Queue Summary Report====  
Line 306: Line 347:
 
'''Dimension:''' Tenant Name, Media Type, Queue, Day, Interaction Type
 
'''Dimension:''' Tenant Name, Media Type, Queue, Day, Interaction Type
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
−
! Column Name !! Universe Measure Name !! Description
 
 
{{!}}-
 
{{!}}-
−
{{!}} % Accept Service Level {{!}}{{!}} Q Customer \ % Accept Service Level {{!}}{{!}} The service level of this queue measured as a percentage of interactions that entered this queue and were accepted within the acceptance threshold to all interactions that entered this queue and were offered to a resource.
+
!{{!}}Column Name
 +
!{{!}}Universe Measure Name
 +
!{{!}}Description
 +
{{!}}-
 +
{{!}}{{!}}% Accept Service Level
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ % Accept Service Level
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The service level of this queue measured as a percentage of interactions that entered this queue and were accepted within the acceptance threshold to all interactions that entered this queue and were offered to a resource.
 
{{!}}-
 
{{!}}-
−
{{!}} Offered {{!}}{{!}} Q Customer \ Offered {{!}}{{!}} The total number of interactions that entered this queue and were subsequently offered to a resource.
+
{{!}}{{!}}Offered
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Offered
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of interactions that entered this queue and were subsequently offered to a resource.
 
{{!}}-
 
{{!}}-
−
{{!}} Accepted {{!}}{{!}} Q Customer \ Accepted {{!}}{{!}} The total number of times that customer interactions and warm consultations that were distributed from this queue, were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or nonagent-associated DN (such as contact center resources that can alert).
+
{{!}}{{!}}Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that customer interactions and warm consultations that were distributed from this queue, were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or nonagent-associated DN (such as contact center resources that can alert).
 
{{!}}-
 
{{!}}-
−
{{!}} Abandoned Waiting {{!}}{{!}} Q Customer \ Abandoned Waiting {{!}}{{!}} The total number of times that customer interactions entered this queue and were abandoned or dropped for any reason before the interactions could be distributed.
+
{{!}}{{!}}Abandoned Waiting
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Abandoned Waiting
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that customer interactions entered this queue and were abandoned or dropped for any reason before the interactions could be distributed.
 
{{!}}-
 
{{!}}-
−
{{!}} % Abandoned Waiting {{!}}{{!}} Q Customer \ % Abandoned Waiting {{!}}{{!}} The percentage of customer interactions that both entered this queue and were subsequently abandoned before the interactions could be distributed to the total number of interactions that entered this queue.
+
{{!}}{{!}}% Abandoned Waiting
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ % Abandoned Waiting
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The percentage of customer interactions that both entered this queue and were subsequently abandoned before the interactions could be distributed to the total number of interactions that entered this queue.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Distribute Time {{!}}{{!}} Q Customer \ Avg Distribute Time {{!}}{{!}} The average amount of time, in seconds, that customer interactions or established warm consultations spent in this queue before they were distributed.
+
{{!}}{{!}}Avg Distribute Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Avg Distribute Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that customer interactions or established warm consultations spent in this queue before they were distributed.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Clear Time {{!}}{{!}} Q Customer \ Avg Clear Time {{!}}{{!}} The average amount of time, in seconds, that customer interactions spent in a queue before they were cleared from this virtual queue.
+
{{!}}{{!}}Avg Clear Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Avg Clear Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that customer interactions spent in a queue before they were cleared from this virtual queue.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Accept Time {{!}}{{!}} Q Customer \ Avg Accept Time {{!}}{{!}} The average amount of time, in seconds, that customers waited before their interactions—distributed from this queue— were accepted by a handling resource.
+
{{!}}{{!}}Avg Accept Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Avg Accept Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that customers waited before their interactions—distributed from this queue— were accepted by a handling resource.
 
{{!}}-
 
{{!}}-
−
{{!}} Max Accept Time {{!}}{{!}} Q Customer \ Max Accept Time {{!}}{{!}} The longest amount of time, in seconds, that customer interactions that were distributed from this queue spent in a queue before they were accepted by the target resource.
+
{{!}}{{!}}Max Accept Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Max Accept Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The longest amount of time, in seconds, that customer interactions that were distributed from this queue spent in a queue before they were accepted by the target resource.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Abandoned Waiting Time {{!}}{{!}} Q Customer \ Avg Abandoned Waiting Time {{!}}{{!}} The average amount of time, in seconds, that customer interactions spent at this queue before they were abandoned or dropped for any reason.
+
{{!}}{{!}}Avg Abandoned Waiting Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Avg Abandoned Waiting Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that customer interactions spent at this queue before they were abandoned or dropped for any reason.
 
{{!}}-
 
{{!}}-
−
{{!}} Max Abandoned Waiting Time {{!}}{{!}} Q Customer \ Max Abandoned Waiting Time {{!}}{{!}} The longest amount of time, in seconds, that customers waited at this queue before abandoning the interactions and before the interactions could be distributed.
+
{{!}}{{!}}Max Abandoned Waiting Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Max Abandoned Waiting Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The longest amount of time, in seconds, that customers waited at this queue before abandoning the interactions and before the interactions could be distributed.
 
{{!}}-
 
{{!}}-
−
{{!}} Transfer Initiated Agent {{!}}{{!}} Q Customer \ Transfer Initiated Agent {{!}}{{!}} The total number of times that agents transferred customer interactions that were distributed or pulled from this queue.
+
{{!}}{{!}}Transfer Initiated Agent
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Transfer Initiated Agent
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that agents transferred customer interactions that were distributed or pulled from this queue.
 
{{!}}-
 
{{!}}-
−
{{!}} % Transfer Initiated Agent {{!}}{{!}} Q Customer \ % Transfer Initiated Agent {{!}}{{!}} The percentage of customer interactions that entered this queue, were distributed, were accepted, and subsequently were transferred (warm or blind) by agents to the total number of interactions that entered this queue and were distributed and accepted by agents.
+
{{!}}{{!}}% Transfer Initiated Agent
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ % Transfer Initiated Agent
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The percentage of customer interactions that entered this queue, were distributed, were accepted, and subsequently were transferred (warm or blind) by agents to the total number of interactions that entered this queue and were distributed and accepted by agents.
 
{{!}}-
 
{{!}}-
−
{{!}} Consult Received Accepted {{!}}{{!}} Q Consults \ Consult Received Accepted {{!}}{{!}} The total number of times that agents received collaborations or simple consultations that were distributed or pulled from this queue and associated with customer interactions.
+
{{!}}{{!}}Consult Received Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Consults \ Consult Received Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that agents received collaborations or simple consultations that were distributed or pulled from this queue and associated with customer interactions.
 
{{!}}-
 
{{!}}-
−
{{!}} Consult Received Time {{!}}{{!}} Q Consults \ Consult Received Time {{!}}{{!}} The total amount of time, in seconds, that agents were engaged as recipients in collaborations or simple consultations that were distributed or pulled from this queue.
+
{{!}}{{!}}Consult Received Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Consults \ Consult Received Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, that agents were engaged as recipients in collaborations or simple consultations that were distributed or pulled from this queue.
 
{{!}}-
 
{{!}}-
−
{{!}} Engage Time {{!}}{{!}} Q Customer \ Engage Time {{!}}{{!}} For customer interactions that were distributed or pulled from this queue, the total amount of time, in seconds, that agents were engaged with customers.
+
{{!}}{{!}}Engage Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Engage Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}For customer interactions that were distributed or pulled from this queue, the total amount of time, in seconds, that agents were engaged with customers.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Engage Time {{!}}{{!}} Q Customer \ Avg Engage Time {{!}}{{!}} For customer interactions that were distributed or pulled from this queue, the average amount of time, in seconds, that agents were engaged with customers.
+
{{!}}{{!}}Avg Engage Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Avg Engage Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}For customer interactions that were distributed or pulled from this queue, the average amount of time, in seconds, that agents were engaged with customers.
 
{{!}}-
 
{{!}}-
−
{{!}} Wrap Time {{!}}{{!}} Q Customer \ Wrap Time {{!}}{{!}} The total amount of time, in seconds, that agents spent performing after-call work for customer interactions that were distributed from this queue.
+
{{!}}{{!}}Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, that agents spent performing after-call work for customer interactions that were distributed from this queue.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Wrap Time {{!}}{{!}} Q Customer \ Avg Wrap Time {{!}}{{!}} The average amount of time, in seconds, that agents spent performing after-call work for customer interactions that were distributed from this queue.
+
{{!}}{{!}}Avg Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Avg Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that agents spent performing after-call work for customer interactions that were distributed from this queue.
 
{{!}}-
 
{{!}}-
−
{{!}} Hold Time {{!}}{{!}} Q Customer \ Hold Time {{!}}{{!}} The total amount of time, in seconds, that agents had customer interactions that were distributed from this queue on hold.
+
{{!}}{{!}}Hold Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Hold Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total amount of time, in seconds, that agents had customer interactions that were distributed from this queue on hold.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Hold Time {{!}}{{!}} Q Customer \ Avg Hold Time {{!}}{{!}} The average amount of time, in seconds, that agents had customers on hold for interactions that were distributed from this queue.
+
{{!}}{{!}}Avg Hold Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Avg Hold Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that agents had customers on hold for interactions that were distributed from this queue.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Handle Time {{!}}{{!}} Q Customer \ Avg Handle Time {{!}}{{!}} The average amount of time, in seconds, that agents spent handling customer interactions or warm consultations that were distributed or pulled from this queue.
+
{{!}}{{!}}Avg Handle Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Q Customer \ Avg Handle Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that agents spent handling customer interactions or warm consultations that were distributed or pulled from this queue.
 
{{!}}}
 
{{!}}}
 +
  
 
====Agent Utilization Report====
 
====Agent Utilization Report====
Line 359: Line 492:
 
'''Dimension:''' Tenant Name, Media Type, Agent, Day, Interaction Type
 
'''Dimension:''' Tenant Name, Media Type, Agent, Day, Interaction Type
 
{{{!}} class="wikitable"
 
{{{!}} class="wikitable"
−
! Column Name !! Universe Measure Name !! Description
 
 
{{!}}-
 
{{!}}-
−
{{!}} Offered {{!}}{{!}} Activity \ Offered {{!}}{{!}} The total number of times that interactions were received or initiated by an agent.
+
!{{!}}Column Name
 +
!{{!}}Universe Measure Name
 +
!{{!}}Description
 +
{{!}}-
 +
{{!}}{{!}}Offered
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Offered
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that interactions were received or initiated by an agent.
 
{{!}}-
 
{{!}}-
−
{{!}} Accepted {{!}}{{!}} Activity \ Accepted {{!}}{{!}} The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent.
+
{{!}}{{!}}Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent.
 
{{!}}-
 
{{!}}-
−
{{!}} Not Accepted {{!}}{{!}} Activity \ Not Accepted {{!}}{{!}} The total number of times that customer interactions were redirected to another resource upon no answer by this agent or were otherwise not accepted by this agent.
+
{{!}}{{!}}Not Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Not Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that customer interactions were redirected to another resource upon no answer by this agent or were otherwise not accepted by this agent.
 
{{!}}-
 
{{!}}-
−
{{!}} Responses {{!}}{{!}} Activity \ Responses {{!}}{{!}} For voice and chat media, this measure represents the total number of times that customer interactions or warm consultations were accepted by this agent. For e-mail, this measure represents the total number of times that the agent prepared an outbound reply.
+
{{!}}{{!}}Responses
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Responses
 +
{{!}}{{!}} 
 +
{{!}}{{!}}For voice and chat media, this measure represents the total number of times that customer interactions or warm consultations were accepted by this agent. For e-mail, this measure represents the total number of times that the agent prepared an outbound reply.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Handle Time {{!}}{{!}} Activity \ Avg Handle Time {{!}}{{!}} The average amount of time, in seconds, that this agent spent handling interactions that the agent received.
+
{{!}}{{!}}Avg Handle Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Avg Handle Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that this agent spent handling interactions that the agent received.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Engage Time {{!}}{{!}} Activity \ Avg Engage Time {{!}}{{!}} The average amount of time, in seconds, that this agent was engaged with customers.
+
{{!}}{{!}}Avg Engage Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Avg Engage Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that this agent was engaged with customers.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Hold Time {{!}}{{!}} Activity \ Avg Hold Time {{!}}{{!}} The average amount of time, in seconds, that this agent had customer interactions on hold.
+
{{!}}{{!}}Avg Hold Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Avg Hold Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that this agent had customer interactions on hold.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Wrap Time {{!}}{{!}} Activity \ Avg Wrap Time {{!}}{{!}} The average amount of time, in seconds, that this agent spent on customer interactions while in ACW (Wrap) state.
+
{{!}}{{!}}Avg Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Avg Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that this agent spent on customer interactions while in ACW (Wrap) state.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Consult Received Time {{!}}{{!}} Activity \ Avg Consult Received Time {{!}}{{!}} The average amount of time, in seconds, that this agent was engaged on collaborations or simple consultations that the agent received, where the collaborations/consultations were associated with customer interactions.
+
{{!}}{{!}}Avg Consult Received Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Avg Consult Received Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that this agent was engaged on collaborations or simple consultations that the agent received, where the collaborations/consultations were associated with customer interactions.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Consult Received Wrap Time {{!}}{{!}} Activity \ Avg Consult Received Wrap Time {{!}}{{!}} The average amount of time, in seconds, that this agent was in ACW (Wrap) state following simple consultations that the agent accepted, where the consultations were associated with customer calls.
+
{{!}}{{!}}Avg Consult Received Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Avg Consult Received Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that this agent was in ACW (Wrap) state following simple consultations that the agent accepted, where the consultations were associated with customer calls.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Consult Received Warm Time {{!}}{{!}} Activity \ Avg Consult Received Warm Time {{!}}{{!}} The average amount of time, in seconds, that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
+
{{!}}{{!}}Avg Consult Received Warm Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Avg Consult Received Warm Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Consult Received Warm Wrap Time {{!}}{{!}} Activity \ Avg Consult Received Warm Wrap Time {{!}}{{!}} The average amount of time, in seconds, that this agent spent in ACW (Wrap) state following consultations that the agent requested and received, where the consultations were associated with customer interactions that were transferred to or conferenced with this agent.
+
{{!}}{{!}}Avg Consult Received Warm Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Avg Consult Received Warm Wrap Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that this agent spent in ACW (Wrap) state following consultations that the agent requested and received, where the consultations were associated with customer interactions that were transferred to or conferenced with this agent.
 
{{!}}-
 
{{!}}-
−
{{!}} Hold {{!}}{{!}} Activity \ Hold {{!}}{{!}} The total number of customer interactions that this agent had on hold.
+
{{!}}{{!}}Hold
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Hold
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of customer interactions that this agent had on hold.
 
{{!}}-
 
{{!}}-
−
{{!}} Conference Initiated {{!}}{{!}} Activity \ Conference Initiated {{!}}{{!}} The total number of times that this agent initiated conferences for customer interactions that the agent received, where the conferences were established.
+
{{!}}{{!}}Conference Initiated
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Conference Initiated
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that this agent initiated conferences for customer interactions that the agent received, where the conferences were established.
 
{{!}}-
 
{{!}}-
−
{{!}} Conference Received Accepted {{!}}{{!}} Activity \ Conference Received Accepted {{!}}{{!}} The total number of times that this agent joined conferences to participate in customer interactions.
+
{{!}}{{!}}Conference Received Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Conference Received Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that this agent joined conferences to participate in customer interactions.
 
{{!}}-
 
{{!}}-
−
{{!}} Transfer Initiated {{!}}{{!}} Activity \ Transfer Initiated {{!}}{{!}} The total number of times that this agent transferred customer interactions.
+
{{!}}{{!}}Transfer Initiated
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Transfer Initiated
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that this agent transferred customer interactions.
 
{{!}}-
 
{{!}}-
−
{{!}} % Transfer Initiated {{!}}{{!}} Activity \ % Transfer Initiated {{!}}{{!}} The percentage of accepted customer interactions that were transferred (warm or blind) by this agent.
+
{{!}}{{!}}% Transfer Initiated
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ % Transfer Initiated
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The percentage of accepted customer interactions that were transferred (warm or blind) by this agent.
 
{{!}}-
 
{{!}}-
−
{{!}} Consult Initiated {{!}}{{!}} Activity \ Consult Initiated {{!}}{{!}} The total number of times that this agent initiated requests for collaboration or simple consultation, where the collaborations/consultations were established and associated with customer interactions.
+
{{!}}{{!}}Consult Initiated
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Consult Initiated
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that this agent initiated requests for collaboration or simple consultation, where the collaborations/consultations were established and associated with customer interactions.
 
{{!}}-
 
{{!}}-
−
{{!}} Avg Consult Initiated Time {{!}}{{!}} Activity \ Avg Consult Initiated Time {{!}}{{!}} The average amount of time, in seconds, that this agent was engaged on collaborations or simple consult interactions that the agent initiated, where the collaborations/consultations were associated with customer interactions.
+
{{!}}{{!}}Avg Consult Initiated Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Avg Consult Initiated Time
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The average amount of time, in seconds, that this agent was engaged on collaborations or simple consult interactions that the agent initiated, where the collaborations/consultations were associated with customer interactions.
 
{{!}}-
 
{{!}}-
−
{{!}} Consult Responses {{!}}{{!}} Activity \ Consult Responses {{!}}{{!}} For e-mail, the total number of collaboration replies that were initiated by this agent.
+
{{!}}{{!}}Consult Responses
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Consult Responses
 +
{{!}}{{!}} 
 +
{{!}}{{!}}For e-mail, the total number of collaboration replies that were initiated by this agent.
 
{{!}}-
 
{{!}}-
−
{{!}} Consult Received Accepted {{!}}{{!}} Activity \ Consult Received Accepted {{!}}{{!}} The total number of times that this agent received and accepted collaborations or simple consultations that were associated with customer interactions.
+
{{!}}{{!}}Consult Received Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}Activity \ Consult Received Accepted
 +
{{!}}{{!}} 
 +
{{!}}{{!}}The total number of times that this agent received and accepted collaborations or simple consultations that were associated with customer interactions.
 
{{!}}}
 
{{!}}}
 +
  
 
<big>'''Cloud'''</big>  
 
<big>'''Cloud'''</big>  
  
 
Due to the continuous evolution, the features available in Cloud rapidly change. Please reach out to your local Cloud Team for latest information.
 
Due to the continuous evolution, the features available in Cloud rapidly change. Please reach out to your local Cloud Team for latest information.
 +
|CustomerAssumptions=* Genesys customer will handle the integration of the solution into his web site,
 +
* Provision and configuration standard responses in Genesys Knowledge Manager
 +
|PremiseAssumptionsAdditional=* Implementation of this use case will be based on the Digital Blueprint Architecture
 +
* Genesys Infomart and Interactive Insights in place for historical reporting
 +
* WDE or WWE will be used as agent desktop
 +
* Pulse will be used for real-time reporting
 +
* Use of Genesys CX widget with limited modification to the company’s corporate identity as described in chapter “User Interface Requirements”.
 +
* No integration with third party systems
 +
|CloudAssumptionsAdditional=* Genesys Interactive Insights will be used for historical reporting
 +
* Pulse will be used for real-time reporting.
 +
* Workspace Web Edition is used as agent desktop.
 +
* Integration with third-party systems is not included.
 +
|SMART_HybridAssumptions={{SMART HybridAssumptions
 +
|Hybrid_Assumption=v 1.0.2
 +
}}
 
}}
 
}}

Revision as of 12:23, April 24, 2019

This topic is part of the manual Genesys Engage On-Premises Use Cases for version Current of Genesys Use Cases.
Route chat interactions to the best skilled resource

What's the challenge?

When customers can’t find the answers they need on your website, they want to speak with someone who answer their questions in real time. Online consumers prefer web chat over other channels of communication. Failure to offer a live chat option results in lost sales and lower customer experience scores.

What's the solution?

With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help.

Other offerings:

Use Case Overview

Story and Business Context

The web chat channel has become an invaluable tool in communicating with and engaging with customers to provide better service for answering questions, completing orders, general guidance on company’s product and features, and personalized customer support. With this solution, Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction.

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:

Use Case Benefits Explanation
Improved Employee Utilization Improved agent occupancy due to Asynchronous and long-lived Chat Sessions.
Improved First Contact Resolution Improved First Contact Resolution by routing interactions to an expert through skills based routing
Increased Revenue Routing revenue-generating opportunities to best resources through skills based routing increases revenue
Reduced Handle Time Routing chats to the right skilled agents through skills based routing reduces handle time
*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary

The customer can request a chat session with an agent from the company's web site on a specific topic. The request is routed to the best available agent depending on the subject and the agent skill. The agent will be provided with the customer context (requested subject).


Use Case Definition

Business Flow

The following flow describes the use case from the perspective of the main actors, i.e. the customer and the contact centre agent.

The following diagrams shows the business flow of the use case:

Business Flow Description

  1. The customer requests to chat with a live agent via the web page.
  2. Customer enters his data via a registration window. The data he can enter are: Last name, first name, nickname, subject and e-mail address.
  3. Genesys uses the subject to determine the parameters for routing of the chat request (see chapter “Distribution logic”).
  4. Genesys will check if last and first name is available from the customer
    • If the customer has not provided the information on first and last name the chat session will not be associated to any contact and no transcript will be saved or e-mailed to the customer.
  5. If the customer has entered his e-mail address, Genesys will search for the customer in the contact history. If no contact with the same e-mail address is available, Genesys will create a new contact. The current chat session will be associated to this contact and the chat transcript will be stored under this contact.
  6. The chat window will pop-up.
  7. Genesys checks if agents are logged in for the requested subject.
    • If no agents are logged in at all for the service chat is disconnected and customer is getting a disconnect message.
  8. If agents are logged in for the service, routing takes place.
  9. The customer gets a welcome message from Genesys system. Welcome text may depend on the subject.
  10. Genesys will search for an available chat agent. If no agent is available the chat interaction will be queued (see chapter “Distribution Logic” for the queuing logic)
    • until an agent becomes available. Comfort messages may be sent to the customer during wait time
    • customer ends the chat session (the business flow ends)
    • final timeout is reached, chat is ended and the customer is informed (the business flow ends)
  11. When the chat request is routed to an agent, he can either accept or ignore the chat interaction. If he does not accept the interaction, Genesys will attempt to route to another agent after a specific time out. The first agent will be set to not ready (RONA). Continue at step 9.
  12. If he accepts, the chat session between the agent and the customer is established. The agent can use standard responses based on the subject for the chat interaction with the customer.
  13. When the chat session is finished the agent can set a disposition code to register the outcome of the chat for reporting purposes.
  14. If the customer has provided his e-mail address during the registration process, he will receive a transcript of the chat session via e-mail (optional).

Business and Distribution Logic

Business Logic

Business logic and rules determine the distribution of chat requests and the standard responses agents can use. Distribution depends on a combination of agent skill and availability.

Distribution logic

The following table shows the parameters, which can be configured, based on the subject:


Parameter Description
Skill   Required agent skill for distribution of the chat message
Min Skill level 1   Required minimal skill level for the first target group of agents
Max Skill level 1   Required maximal skill level for the first target group of agents
Time out 1   Time out for waiting for the first target group. If skill level 2 is not configured, the interaction will be disconnected after time out 1
Min Skill level 2 (Optional)   Required minimal skill level for the second target group of agents
Max Skill level 2 (Optional)   Required maximal skill level for the second target group of agents
Time out 2 (Optional)   Time out for waiting for the second target group. If skill level 2 is not configured, the interaction will be disconnected after time out 2
Min Skill level 3 (Optional)   Required minimal skill level for the third target group of agents
Max Skill level 3   Required maximal skill level for the third target group of agents
Time out 3 (Optional)   Time out for waiting for the third target group. The chat interaction will be disconnected after the configured time out has been reached
Disconnect Message (no agents) (Optional)   This message will be displayed to the customer when no agents are logged in for his service
Welcome message (Optional)   This message will be displayed to the customer when the chat session is started
Disconnect Message (final time out) (Optional)   This message will be displayed to the customer in case the final time out is reached
Comfort message 1 (Optional)   This message will be displayed to the customer after the first time out is reached
Comfort message 2 (Optional)   This message will be displayed to the customer after the second time out is reached
Chat transcript?   Enable that chat transcripts are sent if the customer has provided his e-mail address

Standard responses

The workspace will display suggested responses to the agent based on the chosen subject. Genesys will prepare the possibility to associate a specific subject with suggested responses using examples. The standard responses will need to be provided by the customer.

Distribution Flow

Then following diagram shows the distribution logic, which will be implemented in case the chat interaction, needs to queue for an agent:

Distribution Flow Description

  1. The system will queue the chat request.
  2. Once an agent with the required skill / skill level becomes available, the chat will be distributed to the agent.
  3. If it cannot be distributed before the timeout, a comfort message can be sent automatically to the customer.
  4. The potential pool of agents can be expanded via expanding the requested skill levels. The system will wait for an agent until a second timeout is reached. If the timeout is reached, a second comfort message can be sent automatically to the customer. Up to two expansions/comfort messages can be configured.

Distribution Logic

Operational hours

The following information can be configured to inform the customer if the contact center is out of operational hours once he initiates a chat request:

  • Emergency Flag: If this flag is set, a special message is sent to inform the customer about the condition
  • Special Days: Special Days (e.g. public) holidays can be configured, in which the contact center is not operational. If a customer requests a chat on a special day, a corresponding message will e sent to him.
  • Operational Hours: If the customer requests a chat outside of the operational hours, a special message will be sent to him.

Additional Functionality

The following lists additional functionality for the distribution logic:

  • At every step above the distribution logic will look for agents with the requested skill and a skill level within the boundaries of a maximum and a minimum required skill levels.
  • The skill, minimum and maximum skill levels and timers will be configurable by subject (see chapter “Business Logic”). The second and third target are optional.
  • Re-route on no answer (RONA) - functionality: If an agent does not accept the chat interaction, the chat interaction will be automatically put back into the distribution flow after a time out. The agent will be set to not-ready.
  • Blending with other media types will be possible. Priority settings for chat interactions will be configurable to enable proper priority ranges between different media types. Capacity rules will be configured for the agents / agent groups to define what interactions can be handled in parallel (if any).

User Interface & Reporting


Agent UI

The following lists the minimum requirements for the chat interface:

  • Access to Universal Contact History
  • Configuration of not-ready reason codes (for example: Admin Work, Lunch, Meeting, Pause, RONA and Training).
  • Configuration of disposition codes to report on business outcome (for example: Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell)
  • Access to standard response library
  • Setting Threshold Alarm to alarm agents on pending responses for chat
  • Agent to agent transfer

Reporting

Real-time Reporting

Premise

Pulse is a Genesys Administrator Extension (GAX) plug-in application that offers personalized dashboards based on specific functional, geographical or organizational needs. Pulse dashboards present information using graphical “widgets” that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, chat interaction handled and the average handle time. With Pulse you can:

  • Monitor the current state and activity of Contact Center objects to help make decisions about staffing, scheduling and call routing strategies.
  • Create widgets from predefined and user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
  • Predefined templates
    • Monitor operational Chat activity through the Chat Queue Activity template.
    • Monitor Agent resource activity through the Chat Agent Activity template
    • Monitor Tenant Service Level through the Chat Service Level template.

Below are several examples of Chat dashboards, implementation of dashboards would be customized based on the deployment.

Example 1:

Pulse View - Example 1

Example 2:

Pulse View - Example 2

Example 3:


Pulse View - Example 3

Example 4:

Pulse View - Example 3

Cloud

Due to the continuous evolution, the features available in Cloud rapidly change. Please reach out to your local Cloud Team for latest information.

Historical Reporting

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 illustrate the routing and handling of interactions and measure the effectiveness of the engagement rules and efficiency of the use case.

Some of the most relevant reports that are useful to measure the effectiveness of the engagement rules and efficiency of the use case are found in the Chat folder, such as:

  • Asynchronous Chat Dashboard — Use this dashboard to view detailed information about asynchronous chat sessions in the contact center. Asynchronous (Async) chat sessions are single chat sessions between a customer and a contact center that last for a long period of time (potentially several days). Agents can return a chat session back into the workflow (into a dormant state), and then reconnect to the session later.
  • Chat Engagement Report — Learn more about the number of chat engagements agents had, and the duration of each. Sessions can contain more than one engagement; each engagement represents an agent's participation in that part of a session.
  • Chat Message Statistics Report — Learn more about how chat is used in the contact center.
  • Chat Session Report — Learn more about the volume of chat sessions handled in your contact center within a specific time period, including details about the number of messages within chat sessions, and about how often chat sessions were missed or transferred.
  • Chat Termination Report — Use this report to learn more about how interactions were terminated; whether by the client, by the agent, due to inactivity, or for some other reason.
  • Interaction Acceptance Dashboard — Understand how long it takes for agents to accept customer interactions, and to identify what percentage of interactions are accepted promptly, or with some delay.
  • Interaction Acceptance Report — View statistics about the acceptance of interactions by agents, including the amount of time it takes for agent to accept interactions, and the number and percentage of interactions that were accepted quickly, or with a delay.
  • Pre-Agent Termination Report — Learn more about calls that terminated before connecting to an agent.

Other reports relevant to this use case include:

  • Interaction Handling Attempt Report — Explore segment-related details with regard to an agent’s handling of contact center interactions that are stored in the Info Mart INTERACTION_RESOURCE_FACT table, including both the time that was required to distribute the interaction to the agent, and data about the agent’s contiguous participation in the interaction.

For more information about Genesys CX Insights and other reports/dashboards, see the Genesys CX Insights 9.0 User's Guide.

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


General Assumptions

  • Implementation of this use case will be based on the Digital Blueprint Architecture
  • Genesys Infomart and Interactive Insights in place for historical reporting
  • WDE or WWE will be used as agent workspace
  • Pulse will be used for real-time reporting
  • Use of Genesys CX widget with limited modification to the company’s corporate identity as described in chapter “User Interface Requirements”.
  • No integration with third party systems

Customer Responsibilities

  • Genesys customer will handle the integration of the solution into his web site,
  • Provision and configuration standard responses in Genesys Knowledge Manager



Document Version

  • Version V 1.0.3 last updated April 24, 2019

Retrieved from "https://all.docs.genesys.com/UseCases/Current/GenesysEngage-onpremises/CE18 (2025-06-18 23:01:08)"
Comments or questions about this documentation? Contact us for support!