EE32/Canonical

Important

This information is shared by EE32 use cases across all offerings.

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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	Edit

Canonical Information

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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
• workflow - identify when issues are related to agent problems or to system issues
• handling of multiple overlapping interactions
• agent access to unauthorized activity

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

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Personas

• Head of Contact Center(s)
• Head of Customer Experience
• IT Administrator

Qualifying Questions

1. 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?
2. How do you assess why some agents take longer to handle customer interactions than others?
   
3. Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?
   
4. Are there any concerns about agents accessing unauthorized information while handling interactions?
   

Pain Points (Business Context)

This use case will be retired and replaced by WE01 (Quality Assurance and Compliance) in Q2.

• Inability to record agent desktop screens for all available media types
• High Total Cost of Ownership (TCO) for recording
• Desire to move away from incumbent recording vendor
• Current recording solution doesn’t support recording calls as well as digital channels
• Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels

Desired State - How to Fix It

• Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
• Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls along with agent desktop screen activity
• Record all of your available customer digital channels along with agent desktop screen activity