Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/SL05"
From Genesys Documentation
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{{SMART UseCase | {{SMART UseCase | ||
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|SMART_Benefits={{SMART Benefits | |SMART_Benefits={{SMART Benefits | ||
|UCBenefitID=Improved Employee Occupancy | |UCBenefitID=Improved Employee Occupancy | ||
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*Providing visibility through real-time and historic metrics | *Providing visibility through real-time and historic metrics | ||
|UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs. | |UCSummary=A lead is shopping on the web site and abandons his shopping cart. These interactions are captured by the Web Site and delivered to the iWD solution as a "hot lead". The lead is captured from the Web Site, and then placed into the universal queue with a priority defined by the size of the shopping cart, the value of the product/ service and/or by any other information known about the lead (mobile customer segment etc.), the distribution of the lead to lead development representatives could be blended with voice calls. The lead is then continuously reprioritized based on business rules, which define the SLA. All voice / non-voice interactions are distributed to the best skilled lead development representative respecting their SLAs. | ||
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|PainPoints=* No visibility into lead queues and backlogs | |PainPoints=* No visibility into lead queues and backlogs | ||
* Employees cherry pick work | * Employees cherry pick work | ||
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* Equitable distribution of leads across employee base | * Equitable distribution of leads across employee base | ||
* Insights into workforce skills and proficiency | * Insights into workforce skills and proficiency | ||
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|MaturityLevel=Defined | |MaturityLevel=Defined | ||
|SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional) | |SellableItems=CIM, CIM HA (Optional), Infomart, Genesys InfoMart – HA (Optional), GI2 for iWD (Business Objects), GI2 for iWD (Business Objects) - HA (Optional), Workspace Desktop Edition, intelligent Workload Distribution, iWD - Back Office (Optional) | ||
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|PremiseAssumptionsAdditional_Sales=* This use case is available on Premise | |PremiseAssumptionsAdditional_Sales=* This use case is available on Premise | ||
|BusinessImageFlow={{SMART BusinessImageFlow | |BusinessImageFlow={{SMART BusinessImageFlow | ||
| − | |BusinessFlow= | + | |BusinessFlow='''Lead Capture (out of scope for the use case)''' |
| + | |||
Lead Capture (out of scope for the use case) The logic, which triggers the creation of a lead within Genesys, depends on the web site and is out of the scope of this use case. When a lead is detected logic on the company web site or lead capture system will create a new lead within Genesys. A typical scenario is an abandoned shopping cart event as is shown in the following diagram: | Lead Capture (out of scope for the use case) The logic, which triggers the creation of a lead within Genesys, depends on the web site and is out of the scope of this use case. When a lead is detected logic on the company web site or lead capture system will create a new lead within Genesys. A typical scenario is an abandoned shopping cart event as is shown in the following diagram: | ||
|BusinessImage=https://www.lucidchart.com/documents/edit/c285a330-2cac-4352-8b20-f211fcbf7e4f/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/c285a330-2cac-4352-8b20-f211fcbf7e4f/0 | ||
| − | |BusinessFlowDescription | + | |BusinessFlowDescription=Lead Capture (out of scope for the use case) |
| − | # A lead browses the web site of the company. | + | #A lead browses the web site of the company. |
| − | # He is identified using a lead management system or himself by using his customer account or by providig further information on the web site. | + | #He is identified using a lead management system or himself by using his customer account or by providig further information on the web site. |
| − | # He places one or multiple items in his shopping card. If he proceeds to check-out, no further action occurs. | + | #He places one or multiple items in his shopping card. If he proceeds to check-out, no further action occurs. |
| − | # If he does not proceed with his buying process or closes the browser, a lead is generated. All relevant data is collected by the web site and the lead is created in Genesys for distribution to a lead development representative. | + | #If he does not proceed with his buying process or closes the browser, a lead is generated. All relevant data is collected by the web site and the lead is created in Genesys for distribution to a lead development representative. |
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
| − | |BusinessFlow= | + | |BusinessFlow='''Business Flow - Distribution''' |
| + | |||
The following diagram shows the business flow of the use case: | The following diagram shows the business flow of the use case: | ||
|BusinessImage=https://www.lucidchart.com/documents/edit/118824f4-6d06-4cad-821e-8df9ad4821ef/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/118824f4-6d06-4cad-821e-8df9ad4821ef/0 | ||
| − | |BusinessFlowDescription | + | |BusinessFlowDescription=Business Flow - Distribution |
| − | # A new lead is created in the system with all attached data necessary to process the lead (see chapter “Attributes”). | + | #A new lead is created in the system with all attached data necessary to process the lead (see chapter “Attributes”). |
| − | # The web site creates a new task in Genesys via one of the Genesys capture adapters. | + | #The web site creates a new task in Genesys via one of the Genesys capture adapters. |
| − | # The interaction is classified and prioritized according to specific lead rules and the business value of the lead. | + | #The interaction is classified and prioritized according to specific lead rules and the business value of the lead. |
| − | #* The rules are applied according to the lead attributes. | + | #*The rules are applied according to the lead attributes. |
| − | #* If the lead comes from a non-authenticated customer (with only contact details available), then the value of the basket (or potential sales item) or product category are used to calculate the priority and/or business value. | + | #*If the lead comes from a non-authenticated customer (with only contact details available), then the value of the basket (or potential sales item) or product category are used to calculate the priority and/or business value. |
| − | #* If the lead is a known customer (authenticated in the web site), then additional customer attributes could be used for the prioritization process. | + | #*If the lead is a known customer (authenticated in the web site), then additional customer attributes could be used for the prioritization process. |
| − | #* The leads are reprioritized in certain periods of time if the lead is not distributed to a lead development representative before. | + | #*The leads are reprioritized in certain periods of time if the lead is not distributed to a lead development representative before. |
| − | # The lead is queued with all other interactions in the system. The priority of the lead defines the position of the lead in the universal queue. Once a lead development representative with the right skill becomes available to handle the lead, the lead is distributed to the lead development representative. If it is not assigned within a specified period of time, it is re-prioritized. | + | #The lead is queued with all other interactions in the system. The priority of the lead defines the position of the lead in the universal queue. Once a lead development representative with the right skill becomes available to handle the lead, the lead is distributed to the lead development representative. If it is not assigned within a specified period of time, it is re-prioritized. |
| − | # If the lead is assigned to a lead development representative, the lead development representative will open the lead in the Workspace Desktop to manage and/or complete the interaction. The lead development representative desktop will display reference data to the lead (see section “Data presentation to a lead development representative”) and the associated contact details. | + | #If the lead is assigned to a lead development representative, the lead development representative will open the lead in the Workspace Desktop to manage and/or complete the interaction. The lead development representative desktop will display reference data to the lead (see section “Data presentation to a lead development representative”) and the associated contact details. |
| − | # The lead development representative will handle the lead and attempt to call the lead using the provided contact data. | + | #The lead development representative will handle the lead and attempt to call the lead using the provided contact data. |
}}{{SMART BusinessImageFlow | }}{{SMART BusinessImageFlow | ||
| − | |BusinessFlow= | + | |BusinessFlow='''Business Flow - Lead Handling''' |
|BusinessImage=https://www.lucidchart.com/documents/edit/8977843f-84ce-418c-9121-aca541bbc985/0 | |BusinessImage=https://www.lucidchart.com/documents/edit/8977843f-84ce-418c-9121-aca541bbc985/0 | ||
| − | |BusinessFlowDescription | + | |BusinessFlowDescription=Business Flow - Lead Handling |
| − | # The lead development representative will make an outbound call to the customerlead to convert the sale. There could be various results from this call attempt | + | #The lead development representative will make an outbound call to the customerlead to convert the sale. There could be various results from this call attempt |
| − | # Lead is reached: | + | #Lead is reached: |
| − | #* The lead development representative reaches the lead and attempts to convert the sale. | + | #*The lead development representative reaches the lead and attempts to convert the sale. |
| − | #* After the call he records the result for reporting purposes (converted, not converted). | + | #*After the call he records the result for reporting purposes (converted, not converted). |
| − | #* He finishes his work on the sale via the desktop (“mark done”) and the lead progresing to onboarding as a customer. | + | #*He finishes his work on the sale via the desktop (“mark done”) and the lead progresing to onboarding as a customer. |
| − | # Call needs to be rescheduled. | + | #Call needs to be rescheduled. |
| − | #* The lead development representative reaches the lead, but the lead wants to have the conversation at a different time. | + | #*The lead development representative reaches the lead, but the lead wants to have the conversation at a different time. |
| − | #* The lead development representative reschedules the call to a specific date and time via his lead development representative desktop and finishes his work on the lead. | + | #*The lead development representative reschedules the call to a specific date and time via his lead development representative desktop and finishes his work on the lead. |
| − | #* The system will check if the maximum number of reschedule attempts are reached. | + | #*The system will check if the maximum number of reschedule attempts are reached. |
| − | #** If not, the lead is prioritized and queued again when the rescheduled date and time is reached. | + | #**If not, the lead is prioritized and queued again when the rescheduled date and time is reached. |
| − | #** If yes, the lead will automatically be completed with call result = “max rescheduled” | + | #**If yes, the lead will automatically be completed with call result = “max rescheduled” |
| − | # Lead cannot be reached | + | #Lead cannot be reached |
| − | #* In this scenario, the lead development representative cannot reach the lead. | + | #*In this scenario, the lead development representative cannot reach the lead. |
| − | #* He sets the corresponding result and finishes his work on the lead (“mark done”). | + | #*He sets the corresponding result and finishes his work on the lead (“mark done”). |
| − | #* The system will check if the maximum number of call attempts are reached: | + | #*The system will check if the maximum number of call attempts are reached: |
| − | #** If not, the lead is automatically rescheduled within 2 business hours. When the rescheduled time is reached, the lead is prioritized and queued again. | + | #**If not, the lead is automatically rescheduled within 2 business hours. When the rescheduled time is reached, the lead is prioritized and queued again. |
| − | #** If yes, the lead will automatically be completed with call result = “no answer”. | + | #**If yes, the lead will automatically be completed with call result = “no answer”. |
}} | }} | ||
|BusinessLogic=====Attributes==== | |BusinessLogic=====Attributes==== | ||
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iWD's data model separates lead data into three types of attributes: | iWD's data model separates lead data into three types of attributes: | ||
| − | * Core attributes | + | |
| − | * Extended attributes | + | *Core attributes |
| − | * Custom attributes | + | *Extended attributes |
| + | *Custom attributes | ||
The attributes are used for one or multiple of the following purposes: | The attributes are used for one or multiple of the following purposes: | ||
| − | * Classification Rules (See chapter “Business Context and Classification Rules” ) | + | |
| − | * Prioritization Rules (see chapter “Priority Rules”) | + | *Classification Rules (See chapter “Business Context and Classification Rules” ) |
| − | * For display within the agent desktop. | + | *Prioritization Rules (see chapter “Priority Rules”) |
| + | *For display within the agent desktop. | ||
The following table lists the attributes which are available as part of this use case. The table also shows for which purpose the attribute is used : | The following table lists the attributes which are available as part of this use case. The table also shows for which purpose the attribute is used : | ||
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The lead priority is recalculated during each reprioritization interval based on the following parameters: | The lead priority is recalculated during each reprioritization interval based on the following parameters: | ||
| − | * Initial priority | + | |
| − | * Reprioritization increment | + | *Initial priority |
| − | * Reprioritization interval | + | *Reprioritization increment |
| − | * Lead Creation Time | + | *Reprioritization interval |
| − | * Current date and time | + | *Lead Creation Time |
| − | * Due date and time | + | *Current date and time |
| + | *Due date and time | ||
The following shows the priority graph for the lead : | The following shows the priority graph for the lead : | ||
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The priority for leads which need to be distributed again because the lead development representative could not reach the customer is calculated with the same logic as for new lead with two modifications: | The priority for leads which need to be distributed again because the lead development representative could not reach the customer is calculated with the same logic as for new lead with two modifications: | ||
| − | * Initial priority and maximum priority is increased by a value depending on the number of attempts. | + | |
| − | * The priority formula is based on the rescheduled data and time instead of the lead creation time. | + | *Initial priority and maximum priority is increased by a value depending on the number of attempts. |
| + | *The priority formula is based on the rescheduled data and time instead of the lead creation time. | ||
A side effect of this configuration is that older multiple unsuccessful leads are mixed with new leads or leads with fewer unsuccesful attempts. The priority of leads with multiple unsuccessful attempts will increase faster than the priority of leads with less unsuccessful attempts. | A side effect of this configuration is that older multiple unsuccessful leads are mixed with new leads or leads with fewer unsuccesful attempts. The priority of leads with multiple unsuccessful attempts will increase faster than the priority of leads with less unsuccessful attempts. | ||
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=====Lead Completion===== | =====Lead Completion===== | ||
Once a lead is delivered to a lead development representative, the lead development representative will: | Once a lead is delivered to a lead development representative, the lead development representative will: | ||
| − | * Call the customer to reach him on the number delivered with the lead. | + | |
| − | * He is connected to the customer and potentially converts the lead. | + | *Call the customer to reach him on the number delivered with the lead. |
| − | * The lead development representative will set the call result according to the outcome (converted, not converted) and will finish the lead handling within the lead development representative desktop. In this case, the iWD lead interaction is completed and the lead is archived. | + | *He is connected to the customer and potentially converts the lead. |
| + | *The lead development representative will set the call result according to the outcome (converted, not converted) and will finish the lead handling within the lead development representative desktop. In this case, the iWD lead interaction is completed and the lead is archived. | ||
| + | |||
In this case, the iWD lead interaction is completed and the lead is archived. | In this case, the iWD lead interaction is completed and the lead is archived. | ||
=====Reschedule Lead===== | =====Reschedule Lead===== | ||
Once a lead is delivered to a lead development representative, the lead development representative will: | Once a lead is delivered to a lead development representative, the lead development representative will: | ||
| − | * Call the customer to reach him on the number delivered with the lead. | + | |
| − | * He is connected to the customer, but the customer asks to reschedule the call. | + | *Call the customer to reach him on the number delivered with the lead. |
| − | * The lead development representative sets the reschedule time and date in the lead development representative desktop and finishes the lead handling. | + | *He is connected to the customer, but the customer asks to reschedule the call. |
| + | *The lead development representative sets the reschedule time and date in the lead development representative desktop and finishes the lead handling. | ||
In this case, the lead is processed again by IWD using the reschedule date as activation date, i.e. IWD will not attempt to distribute the lead to a lead development representative before the activation date. Once the activation date is reached, the lead will prioritized according to the rule described above. IWD will attempt to distribute to the same lead development representative who rescheduled the lead. However, if this is not possible within a configurable time out, the lead is queued for the corresponding skill. | In this case, the lead is processed again by IWD using the reschedule date as activation date, i.e. IWD will not attempt to distribute the lead to a lead development representative before the activation date. Once the activation date is reached, the lead will prioritized according to the rule described above. IWD will attempt to distribute to the same lead development representative who rescheduled the lead. However, if this is not possible within a configurable time out, the lead is queued for the corresponding skill. | ||
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=====Unsuccessful call attempt===== | =====Unsuccessful call attempt===== | ||
Once a lead is delivered to a lead development representative, the lead development representative will: | Once a lead is delivered to a lead development representative, the lead development representative will: | ||
| − | * Call the customer to reach him on the number delivered with the lead. | + | |
| − | * He cannot reach the customer and sets the call result to “Not OK”. | + | *Call the customer to reach him on the number delivered with the lead. |
| − | * The lead development representative finishes the lead handling in the lead development representative desktop and is ready for new leads. | + | *He cannot reach the customer and sets the call result to “Not OK”. |
| + | *The lead development representative finishes the lead handling in the lead development representative desktop and is ready for new leads. | ||
In this case, the lead is processed again by IWD using the reschedule date as activation date, i.e. IWD will not attempt to distribute the lead to a lead development representative before the activation date. Once the activation date is reached, the lead will prioritized according to the rule described above. IWD will attempt to distribute to the same lead development representative who rescheduled the lead. However, if this is not possible within a configurable time out, the lead is queued for the corresponding skill. | In this case, the lead is processed again by IWD using the reschedule date as activation date, i.e. IWD will not attempt to distribute the lead to a lead development representative before the activation date. Once the activation date is reached, the lead will prioritized according to the rule described above. IWD will attempt to distribute to the same lead development representative who rescheduled the lead. However, if this is not possible within a configurable time out, the lead is queued for the corresponding skill. | ||
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|DistributionFlowIntro=The following diagram shows the distribution flow: | |DistributionFlowIntro=The following diagram shows the distribution flow: | ||
|DistributionImage=https://www.lucidchart.com/documents/edit/acb40a6d-c782-4354-b493-aedab7efd408/0 | |DistributionImage=https://www.lucidchart.com/documents/edit/acb40a6d-c782-4354-b493-aedab7efd408/0 | ||
| − | |DistributionFlowDescription=# A lead needs to be distributed. | + | |DistributionFlowDescription=#A lead needs to be distributed. |
| − | # If the lead has been rescheduled, Genesys will attempt to distribute the task to the last lead development representative until a configurable time out is reached. After this time out the distribution will be to the primary target for this task defined by all lead development representatives with a specific skill / skill level. | + | #If the lead has been rescheduled, Genesys will attempt to distribute the task to the last lead development representative until a configurable time out is reached. After this time out the distribution will be to the primary target for this task defined by all lead development representatives with a specific skill / skill level. |
| − | # If the lead cannot be distributed to the primary target within a configurable time out, Genesys will expand distribution to the secondary target. | + | #If the lead cannot be distributed to the primary target within a configurable time out, Genesys will expand distribution to the secondary target. |
| − | # If the lead cannot be distributed to the secondary target within a configurable time out, Genesys will expand distribution to the tertiary target. | + | #If the lead cannot be distributed to the secondary target within a configurable time out, Genesys will expand distribution to the tertiary target. |
| − | # Genesys will wait for a lead development representative satisfying the skill / skill level requirements for the tertiary target until the task can be distributed. | + | #Genesys will wait for a lead development representative satisfying the skill / skill level requirements for the tertiary target until the task can be distributed. |
The time out values for the overflow logic is related to the SLA of a lead and is therefore be set by the same business rules which define the SLA (see chapter “SLA and calculation of due date”). | The time out values for the overflow logic is related to the SLA of a lead and is therefore be set by the same business rules which define the SLA (see chapter “SLA and calculation of due date”). | ||
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The targets are defined as follows: | The targets are defined as follows: | ||
| − | * Primary target = lead development representatives with base skill level > N | + | |
| − | * Secondary target = lead development representatives with base skill level > M | + | *Primary target = lead development representatives with base skill level > N |
| − | * Tertiary target = lead development representatives with base skill level > P | + | *Secondary target = lead development representatives with base skill level > M |
| + | *Tertiary target = lead development representatives with base skill level > P | ||
The values for N, M, and P are configurable based on IWD Department and Process. | The values for N, M, and P are configurable based on IWD Department and Process. | ||
|CustomerInterfaceRequirements=N/A | |CustomerInterfaceRequirements=N/A | ||
| − | |AgentDeskRequirements= | + | |AgentDeskRequirements='''Lead handling related functionality''' |
The lead development representative desktop provides sets of functionalities which are related to: | The lead development representative desktop provides sets of functionalities which are related to: | ||
| + | |||
*Lead processing from iWD | *Lead processing from iWD | ||
*Auto vs. manual answer | *Auto vs. manual answer | ||
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*In case Genesys Voice Routing is used by the organization, automatic click-to-call to the customer phone number is provided. | *In case Genesys Voice Routing is used by the organization, automatic click-to-call to the customer phone number is provided. | ||
| − | + | '''Data Presentation to a lead development representative''' | |
The data set which is displayed to the lead development representative are: : | The data set which is displayed to the lead development representative are: : | ||
| + | |||
*Contact number of the lead | *Contact number of the lead | ||
*Alternative contact number (if available via the web site) | *Alternative contact number (if available via the web site) | ||
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*Surname (if available via the web site) | *Surname (if available via the web site) | ||
*Type of request | *Type of request | ||
| − | *Deal Description | + | *Deal Description |
| − | *Deal Value | + | *Deal Value |
*Product and Sub-Product (if available via the web site) | *Product and Sub-Product (if available via the web site) | ||
*Number of reschedule attempts | *Number of reschedule attempts | ||
| − | + | '''General functionality''' | |
The interaction workspace application will provide following functionalities: | The interaction workspace application will provide following functionalities: | ||
| + | |||
*The lead development representative desktop will have multiple not-ready reason codes configured (Admin Work, Break, Lunch, Meeting, Pause, RONA and Training). | *The lead development representative desktop will have multiple not-ready reason codes configured (Admin Work, Break, Lunch, Meeting, Pause, RONA and Training). | ||
| − | + | '''Statistics Displayed on lead development representative Desk''' | |
The required statistics to be presented at lead development representative desktop consist from lead development representative, status and interactions statistics. The status statistics are: | The required statistics to be presented at lead development representative desktop consist from lead development representative, status and interactions statistics. The status statistics are: | ||
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*N_COMPLETED_OUT_SLA, number for leads completed before due date was reached | *N_COMPLETED_OUT_SLA, number for leads completed before due date was reached | ||
*T_WAIT, is total waiting time of interactions from dispatch till assign | *T_WAIT, is total waiting time of interactions from dispatch till assign | ||
| − | *T_HANDLING_TIME, is total handling time of interactions by a lead development representative, time when interactions are assigned | + | *T_HANDLING_TIME, is total handling time of interactions by a lead development representative, time when interactions are assigned |
*T_PROCESSING, is time from created till completed interaction status. | *T_PROCESSING, is time from created till completed interaction status. | ||
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Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative. | Lead disposition code needs to be stored into separate attached data, each time when lead is processed by a lead development representative. | ||
| − | |||
|CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration. | |CustomerAssumptions=*Genesys standard Web Service Adapter, Database Adapter or xml file adapter to be used for source system integration. | ||
*Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads. | *Customer will handle the integration between the web site and Genesys IWD needed to create leads for leads. | ||
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*Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations. | *Standard rules templates to be used to define all the classification and prioritization rules plus the addition of Java functions for priority calculations. | ||
*Pulse is used for real-time reporting. | *Pulse is used for real-time reporting. | ||
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|PremiseAssumptionsAdditional=This use case is available in Premise | |PremiseAssumptionsAdditional=This use case is available in Premise | ||
|SMART_CloudAssumptions={{SMART CloudAssumptions | |SMART_CloudAssumptions={{SMART CloudAssumptions | ||
|Cloud_Assumption=This use case is not available in the cloud | |Cloud_Assumption=This use case is not available in the cloud | ||
}} | }} | ||
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|DocVersion=v 1.0.2 | |DocVersion=v 1.0.2 | ||
}} | }} | ||
Revision as of 17:13, July 15, 2020
No results
Important
The PS material for this use case has not been finalized. Please contact your local CSD for effort estimates and scope details of this use case.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.