Difference between revisions of "UseCases/Current/GenesysCloud/CE01"

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{{SMART UseCase
 
{{SMART UseCase
−
|GeneralAssumptions=N/A
+
|SMART_Benefits={{SMART Benefits
−
|CustomerAssumptions=N/A
+
|UCBenefitID=Increased Revenue
−
|SMART_PremiseAssumptions={{SMART PremiseAssumptions
+
|UCBenefit=Route revenue generating opportunities to best resources through skill based routing*
−
|Premise_Assumption=N/A
+
}}{{SMART Benefits
 +
|UCBenefitID=Reduced Handle Time
 +
|UCBenefit=Route voice calls to the right skilled agents through skills based routing
 +
}}{{SMART Benefits
 +
|UCBenefitID=Improved Employee Utilization
 +
|UCBenefit=Route interactions to the best available agent through automated routing.  Use of a virtualized agent pool to maximize agent resources
 +
}}{{SMART Benefits
 +
|UCBenefitID=Improved Customer Experience
 +
|UCBenefit=Offer a better customer experience through routing to the most qualified agents based on the customer's selection*.  Increase first call resolution rate.
 +
}}{{SMART Benefits
 +
|UCBenefitID=Reduced Interaction Transfers
 +
|UCBenefit=Reduce number of transfers due to better routing of voice calls through Genesys routing
 
}}
 
}}
−
|CloudAssumptionsAdditional=* Implementation of this use case is based on the out-of-the-box PureCloud ACD Evaluation method and Routing method.
+
|UCOverview=This functional use case provides companies with capabilities to improve efficiency by routing voice interactions to the right agent through skills based routing. The routing application contains flexible business logic and configuration options required to easily deploy the solution and derive benefits. When companies enable call routing within their Genesys environments, benefits can include:
−
* Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary.
+
|UCSummary=PureCloud's skills-based routing engine routes customers to the agents that have the most pertinent knowledge in the contact center.
−
* All routing options and configuration parameters are configured through PureCloud Architect.
+
 
−
* All customer input is via DTMF prompts or menu ASR.
+
When a caller initiates a voice call to the contact center, PureCloud first determines the contact center’s hours of operation and whether there are any special holidays or emergency situations. It then plays the corresponding messages as needed. Next, PureCloud presents menu options that map to agent skills. After PureCloud transfers the customer into a queue, PureCloud’s ACD routing logic routes the call to the best available agent based on the skills required.
−
* Customers need to provide recordings for prompts. Standard definition for these recordings will be provided
+
 
−
* Integrations with third-party systems are out-of-scope for this use case.
+
If there are no agents with the required skills available, the customer waits in the queue for an agent who has the required skill set. Each organization can configure the length of the delay they want. If no agent picks up the call within the allotted time period, PureCloud expands the pool of available agents by removing skills requirements.
−
|SMART_HybridAssumptions={{SMART HybridAssumptions
 
−
|Hybrid_Assumption=v 1.0.2
 
−
}}
 
−
|CustomerInterfaceRequirements=N/A
 
−
|AgentDeskRequirements=* The agent can view the queue when the call is presented.
 
−
* Agents can transfer calls to other individual agents or other queues as out-of-the-box functionality.
 
−
* The agents can transfer calls to defined route points. The routing logic defined for these route points will be similar to the routing logic defined above. Only route points to transfer calls will be visible to the agent in his desktop.
 
−
* 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.
 
−
|RealTimeReporting=Due to the continuous evolution, the features available in PureCloud rapidly change. Please reference the PureCloud Resource Center for latest features at  [https://help.mypurecloud.com PureCloud Resource Center] .  
 
  
 +
Because of this routing logic, conversations never leave queues due to overflow or transfer situations. The benefits of this routing logic are twofold: it improves an organization’s ability to understand the true reason why customers are calling, and it helps an organization obtain clean, historical reporting data.
  
−
Examples of current PureCloud Historical and Real-time views that provide relevant insights:
+
After the initial implementation, customers can enhance PureCloud with additional Genesys routing capabilities.
−
* Agent
+
|PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do ​
−
** 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.
+
not have needed expertise, and the need for repeat contacts​
−
* Queue
+
* High staffing costs to meet service levels​​​
−
** There are a number of views providing insight into queue(s).
+
* Inefficient use of agents who are responding to simple inquiries or requests​
−
** The Queue Performance Details view allows you to filter your interactions by skill(s).
+
* Inability to use context of previous interactions to optimize each customer call​​​
−
** Queue Activity view will also show Real-Time metrics including all calls that are currently waiting and interacting
+
|DesiredState=* Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period​
−
* Interactions
+
* As customers wait in queue, remove skill requirements to expand the pool of available agents​​
−
** 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).
+
* Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting​​
−
* Reports
+
|MaturityLevel=Consistent
−
** PureCloud has a full library of canned reports available in PDF and XLSX formats.
+
|SellableItems=PureCloud 2 or greater
−
** Supervisors can filter these reports by dates, users, queues, and so on.
+
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:​
−
** Supervisors can download reports from the PureCloud user interface.
+
* The full use case outlined here available in PureCloud.​
−
** Supervisors can schedule reports to run and download in batch.
+
|PremiseAssumptions=N/A
−
* Other Views
 
−
** WMW
 
−
** Quality
 
−
** Outbound
 
−
** Scheduled Callbacks
 
−
** Campaigns
 
−
** And more
 
−
|HistoricalReporting=Same with real-time reporting.
 
 
|BusinessImageFlow={{SMART BusinessImageFlow
 
|BusinessImageFlow={{SMART BusinessImageFlow
 
|BusinessImage=https://www.lucidchart.com/documents/edit/358cc499-4a09-4839-bcb5-b90e6271e7f4/0
 
|BusinessImage=https://www.lucidchart.com/documents/edit/358cc499-4a09-4839-bcb5-b90e6271e7f4/0
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* Standard ACD - PureCloud routes interactions to the next available agent. PureCloud considers skills as specified by the evaluation method.
 
* Standard ACD - PureCloud routes interactions to the next available agent. PureCloud considers skills as specified by the evaluation method.
 
* Bullseye - PureCloud routes interactions to a targeted sub-queue of agents with specific skills. If no agents are available, PureCloud relaxes the requested skills, based on the queue configuration, to expand the pool of agents who can receive the call.
 
* Bullseye - PureCloud routes interactions to a targeted sub-queue of agents with specific skills. If no agents are available, PureCloud relaxes the requested skills, based on the queue configuration, to expand the pool of agents who can receive the call.
−
|SMART_Benefits={{SMART Benefits
+
|CustomerInterfaceRequirements=N/A
−
|UCBenefitID=Increased Revenue
+
|AgentDeskRequirements=* The agent can view the queue when the call is presented.
−
|UCBenefit=Route revenue generating opportunities to best resources through skill based routing*
+
* Agents can transfer calls to other individual agents or other queues as out-of-the-box functionality.
−
}}{{SMART Benefits
+
* The agents can transfer calls to defined route points. The routing logic defined for these route points will be similar to the routing logic defined above. Only route points to transfer calls will be visible to the agent in his desktop.
−
|UCBenefitID=Reduced Handle Time
+
* Not-ready presences (Admin Work, Lunch, Meeting, Pause, Training) are configured.
−
|UCBenefit=Route voice calls to the right skilled agents through skills based routing
+
* Wrap-up codes for reporting business outcomes (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell) are configured.
−
}}{{SMART Benefits
+
|RealTimeReporting=Due to the continuous evolution, the features available in PureCloud rapidly change. Please reference the PureCloud Resource Center for latest features at  [https://help.mypurecloud.com PureCloud Resource Center] .  
−
|UCBenefitID=Improved Employee Utilization
 
−
|UCBenefit=Route interactions to the best available agent through automated routing. Use of a virtualized agent pool to maximize agent resources
 
−
}}{{SMART Benefits
 
−
|UCBenefitID=Improved Customer Experience
 
−
|UCBenefit=Offer a better customer experience through routing to the most qualified agents based on the customer's selection*.  Increase first call resolution rate.
 
−
}}{{SMART Benefits
 
−
|UCBenefitID=Reduced Interaction Transfers
 
−
|UCBenefit=Reduce number of transfers due to better routing of voice calls through Genesys routing
 
−
}}
 
−
|UCOverview=This functional use case provides companies with capabilities to improve efficiency by routing voice interactions to the right agent through skills based routing. The routing application contains flexible business logic and configuration options required to easily deploy the solution and derive benefits. When companies enable call routing within their Genesys environments, benefits can include:
 
−
|UCSummary=PureCloud's skills-based routing engine routes customers to the agents that have the most pertinent knowledge in the contact center.
 
  
−
When a caller initiates a voice call to the contact center, PureCloud first determines the contact center’s hours of operation and whether there are any special holidays or emergency situations. It then plays the corresponding messages as needed. Next, PureCloud presents menu options that map to agent skills. After PureCloud transfers the customer into a queue, PureCloud’s ACD routing logic routes the call to the best available agent based on the skills required.
 
  
−
If there are no agents with the required skills available, the customer waits in the queue for an agent who has the required skill set. Each organization can configure the length of the delay they want. If no agent picks up the call within the allotted time period, PureCloud expands the pool of available agents by removing skills requirements.
+
Examples of current PureCloud Historical and Real-time views that provide relevant insights:
−
 
+
* Agent
−
Because of this routing logic, conversations never leave queues due to overflow or transfer situations. The benefits of this routing logic are twofold: it improves an organization’s ability to understand the true reason why customers are calling, and it helps an organization obtain clean, historical reporting data.
+
** 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.
−
 
+
* Queue
−
After the initial implementation, customers can enhance PureCloud with additional Genesys routing capabilities.
+
** There are a number of views providing insight into queue(s).
−
|SellableItems=PureCloud 2 or greater
+
** The Queue Performance Details view allows you to filter your interactions by skill(s).
−
|CloudAssumptionsAdditional_Sales=Capabilities Assumption:​
+
** Queue Activity view will also show Real-Time metrics including all calls that are currently waiting and interacting
−
* The full use case outlined here available in PureCloud.​
+
* Interactions
−
|PremiseAssumptions=N/A
+
** 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).
−
|PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do ​
+
* Reports
−
not have needed expertise, and the need for repeat contacts​
+
** PureCloud has a full library of canned reports available in PDF and XLSX formats.
−
* High staffing costs to meet service levels​​​
+
** Supervisors can filter these reports by dates, users, queues, and so on.
−
* Inefficient use of agents who are responding to simple inquiries or requests​
+
** Supervisors can download reports from the PureCloud user interface.
−
* Inability to use context of previous interactions to optimize each customer call​​​
+
** Supervisors can schedule reports to run and download in batch.
−
|DesiredState=* Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period​
+
* Other Views
−
* As customers wait in queue, remove skill requirements to expand the pool of available agents​​
+
** WMW
−
* Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting​​
+
** Quality
 +
** Outbound
 +
** Scheduled Callbacks
 +
** Campaigns
 +
** And more
 +
|HistoricalReporting=Same with real-time reporting.
 +
|GeneralAssumptions=N/A
 +
|CustomerAssumptions=N/A
 +
|SMART_PremiseAssumptions={{SMART PremiseAssumptions
 +
|Premise_Assumption=N/A
 +
}}
 +
|CloudAssumptionsAdditional=* Implementation of this use case is based on the out-of-the-box PureCloud 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.
 +
* All routing options and configuration parameters are configured through PureCloud Architect.
 +
* 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
 +
* Integrations with third-party systems are out-of-scope for this use case.
 +
|SMART_HybridAssumptions={{SMART HybridAssumptions
 +
|Hybrid_Assumption=v 1.0.2
 +
}}
 
}}
 
}}

Revision as of 12:24, April 24, 2019

No resultsNo results

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.

Retrieved from "https://all.docs.genesys.com/UseCases/Current/GenesysCloud/CE01 (2025-06-19 07:15:43)"