Difference between revisions of "UseCases/Current/GenesysCloud/CE03"
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|UCOverview=No one likes to wait on hold. If the system detects an excessive wait time for a caller in a queue, the system offers the caller the option to request a callback. This functional use case enables companies to improve customer experience by improving in-queue treatment ({{#mintydocs_link:topic=CE01}}) with configurable wait time announcements and callback offers. When companies enable callbacks within their Genesys environments, benefits can include: | |UCOverview=No one likes to wait on hold. If the system detects an excessive wait time for a caller in a queue, the system offers the caller the option to request a callback. This functional use case enables companies to improve customer experience by improving in-queue treatment ({{#mintydocs_link:topic=CE01}}) with configurable wait time announcements and callback offers. When companies enable callbacks within their Genesys environments, benefits can include: | ||
|UCSummary=When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent is above a specified threshold, they will be presented with the option to receive a callback - either as soon as possible or at a scheduled future time. Different treatment can be applied and a different message presented based on the length of the wait. The wait time thresholds can be specified by the business and quickly adjusted if required. | |UCSummary=When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent is above a specified threshold, they will be presented with the option to receive a callback - either as soon as possible or at a scheduled future time. Different treatment can be applied and a different message presented based on the length of the wait. The wait time thresholds can be specified by the business and quickly adjusted if required. | ||
| − | |PainPoints=* Long queue times lead to | + | |PainPoints=*Long queue times lead to abandons and missed service levels |
| − | * | + | |
| − | * Customer dissatisfaction with long waits and lack of options | + | *High staffing costs in order to have resources available for peak periods |
| − | |DesiredState=* When caller requests agent assistance from IVR, the queue times are dynamically | + | *Unable to obtain view of operational performance through reporting & analytics |
| − | * When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback | + | *Customer dissatisfaction with long waits and lack of options |
| − | * Caller can choose to accept or reject the callback | + | |
| − | * When accepted, the callback is registered in the | + | <br /> |
| − | * | + | |DesiredState=*When caller requests agent assistance from IVR, the queue times are dynamically checked |
| − | + | *When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option | |
| + | *Caller can choose to accept or reject the callback option | ||
| + | *When accepted, the callback is registered in the queue | ||
| + | *When the callback reaches the top of the queue, it is assigned to an available agent. | ||
|MaturityLevel=Consistent | |MaturityLevel=Consistent | ||
|SellableItems=PureCloud 2 or greater | |SellableItems=PureCloud 2 or greater | ||
Revision as of 13:42, February 26, 2020
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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.