Difference between revisions of "UseCases/Current/GenesysEngage-onpremises/SL05"
From Genesys Documentation
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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='''Lead Capture (out of scope for the use case)''' | + | |BusinessFlow='''(1) 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: | ||
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#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='''Business Flow - Distribution''' | + | |BusinessFlow='''(2) 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: | ||
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#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='''Business Flow - Lead Handling''' | + | |BusinessFlow='''(3) 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=Business Flow - Lead Handling | |BusinessFlowDescription=Business Flow - Lead Handling | ||
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*Number leads received (total, for current day) | *Number leads received (total, for current day) | ||
*Number calls made (total for current day) | *Number calls made (total for current day) | ||
| − | |RealTimeReporting= | + | |RealTimeReporting='''Genesys Pulse''' enables at-a-glance views of real-time contact center statistics through dashboards and wallboards. |
| − | + | Each Genesys Pulse report presents information within graphical widgets, which show graphs or tables that provide information about incoming voice call queues, agent groups, or individual agents. You can personalize Genesys Pulse reports based on functional, geographical, or organizational considerations. | |
| − | + | Genesys Pulse provides templates for the most popular reports. You can use these templates to quickly add report widgets to your dashboards. | |
| − | The following | + | The following Genesys Pulse standard reports are particularly relevant for this use case: |
| − | + | *IWD Agent Activity — Displays agent or agent group activity as it relates to the processing iWD work items type contacts. | |
| − | + | *IWD Queue Activity — Displays an overview of current or near real-time activity associated with the iWD queues. | |
| − | + | See [https://docs.genesys.com/Documentation/EZP/latest/User/RTRTemplatesA Standard Report Templates] for more information. | |
| + | |HistoricalReporting='''Genesys CX Insights''' (GCXI) provides customizable reports and dashboards that can help you track the benefits of this use case by analyzing historical data KPIs that provide intraday tracking of processes, resource performance, and task handling. | ||
| − | + | Some of the most relevant reports include: | |
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| − | + | *[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDIntrDyPrcsDshBrd Intraday Process Dashboard] — Provides an Intraday overview of the completed iWD tasks that were overdue, along with the counts, percentages, and averages of completed iWD tasks, including a breakdown of the average amount of time it took to complete tasks. This dashboard provides visual summaries of the detailed information in the on the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDIntrDyPrcs Intraday Process Report]. | |
| + | *[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDIntrDyPrcs Intraday Process Report] — Provides information about the performance of historical and pending work items. Use this report to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished. Includes counts of the completed iWD tasks that were overdue, and counts, percentages, and averages of completed iWD tasks, along with a breakdown of the average amount of time it took to complete tasks. | ||
| + | *[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDResPerfDshbrd Resource Performance Dashboard] — Gives insight into the amount of time and effort resources are spending to resolve work items. | ||
| + | *[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDResPerf Resource Performance Report] — Insight into how resources handle tasks over specific time periods, which can help you gain insight into the the variability of performance for each process, department, and days the resource worked. | ||
| + | *[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDTskDtl Task Detail Report] — Provides details about individual work items when viewed from the customer perspective. | ||
| + | *[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDTskWrkDtl Task Work Detail Report] — Provides detailed information about tasks that involved more than one employee, and about the queues that distributed the tasks to the employees. | ||
| + | *[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIiWDCstrSgmtSrvcLvl Customer Segment Service Level Report] — Provides information about the number of new tasks, number of completed tasks, and the percentage of all tasks that were completed during the reporting interval, by day, by customer segment, and by business process. | ||
| − | + | See more information, see ''[https://docs.genesys.com/Documentation/GCXI/9.0.0/User/Welcome Genesys CX Insights 9.0 User's Guide]'' and [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIForiWD Genesys CX Insights reports for iWD Cloud]. | |
|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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*Up to 5 departments with 10 processes each are configured as part of this use case. | *Up to 5 departments with 10 processes each are configured as part of this use case. | ||
*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. | + | *Genesys Pulse is used for real-time reporting. |
|PremiseAssumptionsAdditional=This use case is available in Premise | |PremiseAssumptionsAdditional=This use case is available in Premise | ||
|SMART_CloudAssumptions={{SMART CloudAssumptions | |SMART_CloudAssumptions={{SMART CloudAssumptions | ||
Revision as of 10:23, August 11, 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.