Difference between revisions of "UseCases/Current/GenesysCloud/CE03"
From Genesys Documentation
m (Text replacement - "manual=PureCloud" to "manual=GenesysCloud") |
m (Text replacement - "PureCloud" to "Genesys Cloud") |
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|QualifyingQuestions= | |QualifyingQuestions= | ||
|MaturityLevel=Consistent | |MaturityLevel=Consistent | ||
| − | |SellableItems= | + | |SellableItems=Genesys Cloud 2 or greater |
|CloudAssumptions= | |CloudAssumptions= | ||
|CloudAssumptionsAdditional_Sales=* This use case is available on Cloud | |CloudAssumptionsAdditional_Sales=* This use case is available on Cloud | ||
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|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
|BusinessImage=https://www.lucidchart.com/documents/edit/bbaf9a45-8ac4-4644-9ae9-049547b3caf9/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/bbaf9a45-8ac4-4644-9ae9-049547b3caf9/0 | ||
| − | |BusinessFlowDescription=1.1 - A customer calls a service line of the company. As described in {{#mintydocs_link:topic=CE01}}<span>, | + | |BusinessFlowDescription=1.1 - A customer calls a service line of the company. As described in {{#mintydocs_link:topic=CE01}}<span>, Genesys Cloud transfers the call to a queue. |
1.2 - The customer waits for an agent with the requested skills. There are two configurable, messaging-related thresholds: Medium Wait Time and Long Wait Time. If the wait time is below these thresholds, the system transfers the call to the appropriate queue to wait for an agent with the requested skills. | 1.2 - The customer waits for an agent with the requested skills. There are two configurable, messaging-related thresholds: Medium Wait Time and Long Wait Time. If the wait time is below these thresholds, the system transfers the call to the appropriate queue to wait for an agent with the requested skills. | ||
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|BusinessFlow='''Register Callback''' | |BusinessFlow='''Register Callback''' | ||
|BusinessImage=https://www.lucidchart.com/documents/edit/8b130009-8a45-42ad-9aae-3fb622b734a6/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/8b130009-8a45-42ad-9aae-3fb622b734a6/0 | ||
| − | |BusinessFlowDescription=2.1- | + | |BusinessFlowDescription=2.1- Genesys Cloud asks the customer to verify the phone number for the callback. |
| − | 2.2 - If the phone number is correct, | + | 2.2 - If the phone number is correct, Genesys Cloud registers the callback request in the same queue as the original conversation and ends the call. The callback replaces the original call and maintains the caller's position in the queue. |
| − | 2.3 - If the phone number is not correct, | + | 2.3 - If the phone number is not correct, Genesys Cloud asks the customer to enter an alternate callback number. |
2.4 - The caller enters the callback number. | 2.4 - The caller enters the callback number. | ||
| − | 2.5 - | + | 2.5 - Genesys Cloud registers the callback request in the same queue as the original conversation and ends the call. The callback replaces the original call and maintains the caller's position in the queue. |
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
|BusinessFlow='''Callback''' | |BusinessFlow='''Callback''' | ||
|BusinessImage=https://www.lucidchart.com/documents/edit/3cddc70b-a2c8-41ce-bd7e-06923008f7c2/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/3cddc70b-a2c8-41ce-bd7e-06923008f7c2/0 | ||
| − | |BusinessFlowDescription=3.1 - | + | |BusinessFlowDescription=3.1 - Genesys Cloud assigns the callback interaction to an agent in the queue. |
3.2 - The agent receives the callback interaction, reviews the information, and manually calls the customer. | 3.2 - The agent receives the callback interaction, reviews the information, and manually calls the customer. | ||
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This functionality defined in {{#mintydocs_link:topic=CE01}}. | This functionality defined in {{#mintydocs_link:topic=CE01}}. | ||
====<span class="mw-headline" id="Routing_callback_requests_to_agents">Routing callback requests to agents</span>==== | ====<span class="mw-headline" id="Routing_callback_requests_to_agents">Routing callback requests to agents</span>==== | ||
| − | When a callback request reaches the top of the queue, | + | When a callback request reaches the top of the queue, Genesys Cloud assigns it to the best-fit agent. That agent initiates the callback to the customer. |
|DistributionImageFlow= | |DistributionImageFlow= | ||
|DistributionLogic=N/A | |DistributionLogic=N/A | ||
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* Language | * Language | ||
This use case is in addition to existing inbound voice functionality. Therefore, all agent desktop functionality for inbound voice calls is also available for callbacks. To change some of the information on the agent's callback interface, businesses can modify agent scripts. | This use case is in addition to existing inbound voice functionality. Therefore, all agent desktop functionality for inbound voice calls is also available for callbacks. To change some of the information on the agent's callback interface, businesses can modify agent scripts. | ||
| − | |RealTimeReporting=Due to the continuous evolution, the features available in | + | |RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud rapidly change. Please see the Genesys Cloud Resource Center for latest features at [http://help.mypurecloud.com Genesys Cloud Help] |
| − | '''Note:'''<span></span>Callbacks are a media type that users can select on the majority of views and reports.The following are examples of | + | '''Note:'''<span></span>Callbacks are a media type that users can select on the majority of views and reports.The following are examples of Genesys Cloud Historical and Real-time views that provide relevant insights: |
* Queue | * Queue | ||
** The Queue Activity view shows real-time queue information. Callbacks are a specific media type. | ** The Queue Activity view shows real-time queue information. Callbacks are a specific media type. | ||
| Line 115: | Line 115: | ||
** It allows supervisors to search for interactions by specific media types. | ** It allows supervisors to search for interactions by specific media types. | ||
* Reports | * Reports | ||
| − | ** | + | ** Genesys Cloud has a full library of canned reports available in PDF and XLSX formats. |
** Supervisors can filter these reports by dates, users, queues, and so on. | ** Supervisors can filter these reports by dates, users, queues, and so on. | ||
| − | ** Supervisors can download reports from the | + | ** Supervisors can download reports from the Genesys Cloud user interface. |
** Supervisors can schedule reports to run and download in batch. | ** Supervisors can schedule reports to run and download in batch. | ||
|HistoricalReporting=Same as Real Time Reporting. | |HistoricalReporting=Same as Real Time Reporting. | ||
Revision as of 12:05, July 15, 2020
No results
Important
Genesys Callback (CE03) will be consolidated into #mintydocs_link must be called from a MintyDocs-enabled page (UseCases/Current/GenesysCloud/CE03).
and it is set to be decommissioned by end of June 2020. Please use the new use case for new opportunities.No results
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.