Difference between revisions of "UseCases/Current/GenesysCloud/CE01"
From Genesys Documentation
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|UCBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions. | |UCBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions. | ||
}}{{SMART Benefits | }}{{SMART Benefits | ||
| − | |UCBenefitID=Improved Employee | + | |UCBenefitID=Improved Employee Occupancy |
|UCBenefit=Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources. | |UCBenefit=Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources. | ||
}}{{SMART Benefits | }}{{SMART Benefits | ||
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|UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition. | |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition. | ||
| − | To achieve this experience, they need customizable software to fit complex rules, distributed using skills-based routing while | + | To achieve this experience, they need customizable software to fit complex rules, distributed using skills-based routing while capturing each call disposition for analysis. |
When companies enable call routing within their Genesys environments, benefits can include: | When companies enable call routing within their Genesys environments, benefits can include: | ||
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|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 | ||
| − | |BusinessFlowDescription=# The caller initiates an inbound voice call to the contact center. | + | |BusinessFlowDescription=#The caller initiates an inbound voice call to the contact center. |
| − | # The system checks if the day is configured as a special day. In this case a special day announcement is played, and the call is disconnected. | + | #The system checks if the day is configured as a special day. In this case a special day announcement is played, and the call is disconnected. |
| − | # The system checks if the call is within the contact center's business hours. If not, an out-of-office announcement is played, and the call is disconnected. | + | #The system checks if the call is within the contact center's business hours. If not, an out-of-office announcement is played, and the call is disconnected. |
| − | # The system checks if an emergency announcement is activated. In this case an emergency announcement is played, and the call is disconnected. | + | #The system checks if an emergency announcement is activated. In this case an emergency announcement is played, and the call is disconnected. |
| − | # The system presents a menu to the customer that allows them to express why they called. | + | #The system presents a menu to the customer that allows them to express why they called. |
| − | # The caller chooses a menu option using DTMF tone entered on handset. If the caller does not choose an option or chooses a non-available option, the menu will be repeated up to 2 times. If the caller still does not choose a valid menu option the call will be handled with default routing parameters. | + | #The caller chooses a menu option using DTMF tone entered on handset. If the caller does not choose an option or chooses a non-available option, the menu will be repeated up to 2 times. If the caller still does not choose a valid menu option the call will be handled with default routing parameters. |
| − | # The call is distributed to the best-fit agent for the chosen topic based on the agent's skill and skill level (see Distribution Logic for details). | + | #The call is distributed to the best-fit agent for the chosen topic based on the agent's skill and skill level (see Distribution Logic for details). |
| − | # At the end of the call the agent sets a wrap-up code to record the call outcome for reporting purposes. | + | #At the end of the call the agent sets a wrap-up code (disposition) to record the call outcome for reporting purposes. |
}} | }} | ||
|BusinessLogic=Operational parameters allow you to configure routing logic, including the target skills for each menu option, timers, and overflows. Some parameters are only available at the DNIS / Route Point level. These are either needed only once at the beginning of the call flow (greeting message), or will be used across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS / Route Point level (if no call routing has been activated) and at the level of the choice of a specific touch point. | |BusinessLogic=Operational parameters allow you to configure routing logic, including the target skills for each menu option, timers, and overflows. Some parameters are only available at the DNIS / Route Point level. These are either needed only once at the beginning of the call flow (greeting message), or will be used across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS / Route Point level (if no call routing has been activated) and at the level of the choice of a specific touch point. | ||
====Parameters to Configure Service Level Announcements==== | ====Parameters to Configure Service Level Announcements==== | ||
| − | * Business hours - sets the hours that you are open and accepting calls | + | *Business hours - sets the hours that you are open and accepting calls |
| − | * Special day - A list of exceptions to the regular open hours, for a holiday or other reason | + | *Special day - A list of exceptions to the regular open hours, for a holiday or other reason |
| − | * Emergency declared - Activates the emergency announcement (such as a power outage or general closure) | + | *Emergency declared - Activates the emergency announcement (such as a power outage or general closure) |
====Parameters to Define Call Routing / DTMF Menus==== | ====Parameters to Define Call Routing / DTMF Menus==== | ||
Customers can configure up to four levels of DTMF menus, with a maximum of nine sub-options for each level. A caller's choice of DTMF menus and sub-options determines the service they need and the agent skill required to best meet that need. | Customers can configure up to four levels of DTMF menus, with a maximum of nine sub-options for each level. A caller's choice of DTMF menus and sub-options determines the service they need and the agent skill required to best meet that need. | ||
| − | These DTMF levels and sub-options provide the greatest flexibility to adapt the use case to specific company requirements. However, to avoid a | + | These DTMF levels and sub-options provide the greatest flexibility to adapt the use case to specific company requirements. However, to avoid a bad customer experience, we recommend that customers use the minimum number of levels and menu choices. |
====Distribution Parameters==== | ====Distribution Parameters==== | ||
Standard ACD routing uses the following parameters to define distribution behavior. Customers can configure these parameters according to the combination of possible DTMF choices. Customers define the skill expression of required agent qualifications by selecting a combination of skill(s) and skill levels. | Standard ACD routing uses the following parameters to define distribution behavior. Customers can configure these parameters according to the combination of possible DTMF choices. Customers define the skill expression of required agent qualifications by selecting a combination of skill(s) and skill levels. | ||
| − | * Primary target - A queue of agents and required agent skills that are needed to accept the interaction | + | |
| − | * Secondary target - The same queue of agents, but with a reduced set of skill requirements to expand the pool of qualified agents | + | *Primary target - A queue of agents and required agent skills that are needed to accept the interaction |
| − | * Tertiary target - The same queue of agents with a further reduced set of agent skills to expand the pool of qualified agents | + | *Secondary target - The same queue of agents, but with a reduced set of skill requirements to expand the pool of qualified agents |
| + | *Tertiary target - The same queue of agents with a further reduced set of agent skills to expand the pool of qualified agents | ||
====Bullseye Routing==== | ====Bullseye Routing==== | ||
| − | To relax agent qualification requirements and allow PureCloud to route a call to more agents, use PureCloud's Bullseye Routing. Bullseye Routing removes skills | + | To relax agent qualification requirements and allow PureCloud to route a call to more agents, use PureCloud's Bullseye Routing. Bullseye Routing removes skills as the time-in-queue increases for the call. |
'''Note:''' For most implementations, standard ACD routing is preferable to PureCloud Bullseye routing, except in cases where interaction skill requirements are complex. | '''Note:''' For most implementations, standard ACD routing is preferable to PureCloud Bullseye routing, except in cases where interaction skill requirements are complex. | ||
The best practice for Bullseye Routing is to target one queue and remove the least critical skills incrementally as the Bullseye ring expansion progresses. You can configure the following Bullseye Routing parameters: | The best practice for Bullseye Routing is to target one queue and remove the least critical skills incrementally as the Bullseye ring expansion progresses. You can configure the following Bullseye Routing parameters: | ||
| − | * Bullseye ring timeout interval | + | |
| − | * ACD skills to remove | + | *Bullseye ring timeout interval |
| + | *ACD skills to remove | ||
For more information, see [https://help.mypurecloud.com/articles/bullseye/ Bullseye routing]. | For more information, see [https://help.mypurecloud.com/articles/bullseye/ Bullseye routing]. | ||
====Reporting Parameters==== | ====Reporting Parameters==== | ||
Customers use different combinations of reporting parameters to analyze the unique properties of each parameter group in reports. Reporting parameters include: | Customers use different combinations of reporting parameters to analyze the unique properties of each parameter group in reports. Reporting parameters include: | ||
| − | * Queue - The target agent queue to which the interaction was routed. Customers can optionally filter queue performance data based on skill requirements. | + | |
| − | * Agent - The agent(s) who handled the interaction | + | *Queue - The target agent queue to which the interaction was routed. Customers can optionally filter queue performance data based on skill requirements. |
| − | * Wrap-up code - The wrap-up (disposition) code that the agent(s) applied to the interaction(s) | + | *Agent - The agent(s) who handled the interaction |
| + | *Wrap-up code - The wrap-up (disposition) code that the agent(s) applied to the interaction(s) | ||
====Audio Resources==== | ====Audio Resources==== | ||
The following audio resources are configurable by service line: | The following audio resources are configurable by service line: | ||
| − | * Business Hours - A message announcing office closure and inviting the caller to call again at opening time | + | |
| − | * Please Wait on Hold - A message inviting the caller to wait | + | *Business Hours - A message announcing office closure and inviting the caller to call again at opening time |
| − | * Welcome - A greeting message | + | *Please Wait on Hold - A message inviting the caller to wait |
| − | * Emergency - An emergency message | + | *Welcome - A greeting message |
| − | * Special Day - A message announcing office closure due to a special day (such as a bank holiday) | + | *Emergency - An emergency message |
| − | * Music waiting in queue - Music | + | *Special Day - A message announcing office closure due to a special day (such as a bank holiday) |
| − | * Main DTMF Menu Message - The main call routing menu announcement | + | *Music waiting in queue - Music |
| − | * Sub-DTMF Menu Messages (multiple messages) - The sub-menu messages for the Call Steering menu as required | + | *Main DTMF Menu Message - The main call routing menu announcement |
| + | *Sub-DTMF Menu Messages (multiple messages) - The sub-menu messages for the Call Steering menu as required | ||
|DistributionImageFlow={{SMART DistributionImageFlow | |DistributionImageFlow={{SMART DistributionImageFlow | ||
|DistributionImage=https://www.lucidchart.com/documents/edit/f15f8dae-c8d3-4164-8cde-2c30997c8fb1 | |DistributionImage=https://www.lucidchart.com/documents/edit/f15f8dae-c8d3-4164-8cde-2c30997c8fb1 | ||
| − | |DistributionFlowDescription=# The call is transferred to an ACD queue. | + | |DistributionFlowDescription=#The call is transferred to an ACD queue. |
| − | # The system checks whether any agents corresponding to the requested skill are available. | + | #The system checks whether any agents corresponding to the requested skill are available. |
| − | # If agent(s) with the required skill(s) are available, the call is routed to the agent who is longest idle. | + | #If agent(s) with the required skill(s) are available, the call is routed to the agent who is longest idle. |
| − | # If no agent is available, music is played while the caller is in queue. | + | #If no agent is available, music is played while the caller is in queue. |
| − | # The system tracks the call wait time as the call remains in the queue. PureCloud’s assignment algorithm increases call priority as call wait time increases. | + | #The system tracks the call wait time as the call remains in the queue. PureCloud’s assignment algorithm increases call priority as call wait time increases. |
| − | # The system checks whether the Bullseye Timeout interval has elapsed. | + | #The system checks whether the Bullseye Timeout interval has elapsed. |
| − | # If the timeout has expired, then the system removes skill requirement(s) according to the configuration and transitions to the next Bullseye Ring, expanding the population of qualified agents. If another Bullseye Ring is not available, the call remains in Queue with its current skill requirements. | + | #If the timeout has expired, then the system removes skill requirement(s) according to the configuration and transitions to the next Bullseye Ring, expanding the population of qualified agents. If another Bullseye Ring is not available, the call remains in Queue with its current skill requirements. |
}} | }} | ||
|DistributionLogic=The ACD evaluation method and routing method determine distribution logic. Configuration options include: | |DistributionLogic=The ACD evaluation method and routing method determine distribution logic. Configuration options include: | ||
| − | * All Skills Matching - ACD considers only agents who have all of the requested skills. | + | |
| + | *All Skills Matching - ACD considers only agents who have all of the requested skills. | ||
| + | |||
PureCloud routes the call to the first available agent with the requested skills. | PureCloud routes the call to the first available agent with the requested skills. | ||
| − | * Best Available Skills - ACD routes interactions based on the highest average proficiency level for the requested skills. PureCloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent’s proficiency rating for each of the requested skills. | + | |
| − | * Disregard Skills, Next Agent - ACD routes interactions based on agent availability instead of skills. PureCloud routes the call to the first available agent and ignores any skill requests. | + | *Best Available Skills - ACD routes interactions based on the highest average proficiency level for the requested skills. PureCloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent’s proficiency rating for each of the requested skills. |
| + | *Disregard Skills, Next Agent - ACD routes interactions based on agent availability instead of skills. PureCloud routes the call to the first available agent and ignores any skill requests. | ||
====<span class="mw-headline" id="General_Distribution_Functionality">General Distribution Functionality</span><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><span class="mw-editsection-bracket">]</span></span>==== | ====<span class="mw-headline" id="General_Distribution_Functionality">General Distribution Functionality</span><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><span class="mw-editsection-bracket">]</span></span>==== | ||
| − | * The queues, skills, and priority are configurable by (final) DTMF choice. Additional targets are optional. | + | *The queues, skills, and priority are configurable by (final) DTMF choice. Additional targets are optional. |
| − | * Proficiencies are configurable at the agent level. | + | *Proficiencies are configurable at the agent level. |
| − | * Agent Not Responding: If an agent does not accept the voice interaction, the voice call remains in-queue and the agent is set to: "Agent not responding." | + | *Agent Not Responding: If an agent does not accept the voice interaction, the voice call remains in-queue and the agent is set to: "Agent not responding." |
| − | * Voice interactions can be prioritized over other media types. | + | *Voice interactions can be prioritized over other media types. |
====Routing Methods==== | ====Routing Methods==== | ||
| − | * 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. |
|CustomerInterfaceRequirements=N/A | |CustomerInterfaceRequirements=N/A | ||
|AgentDeskRequirements=* The agent can view the queue when the call is presented. | |AgentDeskRequirements=* The agent can view the queue when the call is presented. | ||
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** And more | ** And more | ||
|HistoricalReporting=Same with real-time reporting. | |HistoricalReporting=Same with real-time reporting. | ||
| − | |||
|GeneralAssumptions=N/A | |GeneralAssumptions=N/A | ||
|CustomerAssumptions=N/A | |CustomerAssumptions=N/A | ||
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*Customers need to provide recordings for prompts. Standard definition for these recordings will be provided | *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. | *Integrations with third-party systems are out-of-scope for this use case. | ||
| + | |DocVersion=v 1.2.0 | ||
}} | }} | ||
Revision as of 12:20, March 27, 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.