Difference between revisions of "UseCases/Current/GenesysCloud/CE03"
From Genesys Documentation
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|UCIntro=Genesys Callback (CE03) will be consolidated into {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43}} and it is set to be decommissioned by end of June 2020. Please use the new use case for new opportunities. | |UCIntro=Genesys Callback (CE03) will be consolidated into {{Link-SomewhereInThisVersion|manual=GenesysCloud|topic=CE43}} and it is set to be decommissioned by end of June 2020. Please use the new use case for new opportunities. | ||
|UCOverview=No one likes to wait on hold. If the system detects an excessive wait time for a caller in a queue, the system offers the caller the option to request a callback. This functional use case enables companies to improve customer experience by improving in-queue treatment ({{#mintydocs_link:topic=CE01}}) with configurable wait time announcements and callback offers. When companies enable callbacks within their Genesys environments, benefits can include: | |UCOverview=No one likes to wait on hold. If the system detects an excessive wait time for a caller in a queue, the system offers the caller the option to request a callback. This functional use case enables companies to improve customer experience by improving in-queue treatment ({{#mintydocs_link:topic=CE01}}) with configurable wait time announcements and callback offers. When companies enable callbacks within their Genesys environments, benefits can include: | ||
| − | |UCSummary=When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent is above a specified threshold, they will be presented with the option to receive a callback. Different treatment can be applied and a different message presented based on the length of the wait. The wait time thresholds can be specified by the business and quickly adjusted if required. | + | |UCSummary=When a customer is waiting to speak to an agent, and the expected wait time to reach an appropriate agent is above a specified threshold, they will be presented with the option to receive a callback. Different treatment can be applied and a different message presented based on the length of the wait. The wait time thresholds can be specified by the business and quickly adjusted if required. Please also see the [https://help.mypurecloud.com/articles/callbacks-overview/ Callbacks overview]. |
|PainPoints=*Long queue times lead to abandons and missed service levels | |PainPoints=*Long queue times lead to abandons and missed service levels | ||
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** 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. | ||
| + | |DocVersion=v 1.0.3 | ||
|GeneralAssumptions=No integration with third-party systems. | |GeneralAssumptions=No integration with third-party systems. | ||
|CustomerAssumptions=N/A | |CustomerAssumptions=N/A | ||
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|Premise_Assumption=N/A | |Premise_Assumption=N/A | ||
}} | }} | ||
| − | | | + | |RelatedDocs={{TSSection |
| + | |sectionheading=About Callbacks | ||
| + | |description=Learn more about callbacks and review frequently asked questions. | ||
| + | |relatedarticles=[https://help.mypurecloud.com/articles/about-callbacks/ About callbacks] | ||
| + | }} | ||
}} | }} | ||
Revision as of 11:55, September 17, 2020
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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 |
Related Documentation
About Callbacks
Learn more about callbacks and review frequently asked questions.
Document Version
Needs info.