Difference between revisions of "EE32/Canonical"

Revision as of 15:45, February 14, 2020

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Agent Desktop Screen Recording	Record Agent Desktop Screens		Workforce Engagement	No draft	GenesysCloud

Canonical Information

Platform Challenge and Solution

Platform Challenge: You need visibility of activity on the agent desktop in order to understand:

why certain types of calls or other types of media interactions take longer to handle that others
how well the agent understands the applications
workflow - identify when issues are related to agent problems or to system issues
handling of multiple overlapping interactions
agent access to unauthorized activity
adherence to compliance requirements/regulations

Platform Solution: Genesys screen recording of agent desktop activity allows you capture the desktop recording at the same time as the recording for all available recorded communication channels. Increase contact center quality, improve efficiency of handling interactions and reduce compliance risks.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit	Explanation
Improved First Contact Resolution	Provides context of the customer's journey and dynamic knowledge suggestions to better address customer issues
Improved Net Promoter Score	Customer issues are resolved faster and more accurately, which leads to less frustration
Reduced Handle Time	Agents spent less time searching for answers with relevant information delivered automatically.

High Level Flow

Info needed

Data Sheet Image

Canonical Sales Content

Personas

Contact Center Supervisor / Manager
Head of Contact Center(s)
Head of Customer Experience
Head of Customer Service
IT Administrator

Qualifying Questions

How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
How do you assess why some agents take longer to handle customer interactions than others?
Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?
Are there any concerns about agents accessing unauthorized information while handling interactions?

Pain Points (Business Context)

Desired State - How to Fix It

@@ Line 6: / Line 6: @@
 {{SMART Canonical
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Customer Experience, Head of Customer Service, IT Administrator
-|QualifyingQuestions=# How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
+|QualifyingQuestions=#How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
-# How do you assess why some agents take longer to handle customer interactions than others?<br />
+#How do you assess why some agents take longer to handle customer interactions than others?<br />
-# Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?<br />
+#Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?<br />
-# Are there any concerns about agents accessing unauthorized information while handling interactions?<br />
+#Are there any concerns about agents accessing unauthorized information while handling interactions?<br />
+|DataSheetImage=EE32 - Genesys Agent Desktop Screen Recording (2).png
 |PlatformChallenge=You need visibility of activity on the agent desktop in order to understand:
 * why certain types of calls or other types of media interactions take longer to handle that others