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| − | {{SMART UseCase
| + | #REDIRECT [[UseCases/Current/GenesysCloud/CE43]] |
| − | |ID=
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| − | |Title=
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| − | |Offering=
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| − | |SMART_Benefits={{SMART Benefits
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| − | |UCBenefitID=Increased Sales Conversions
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| − | |UCBenefit=The ability to route a sales call to the best skilled sales representative increases sales conversions.
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| − | }}{{SMART Benefits
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| − | |UCBenefitID=Improved Employee Occupancy
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| − | |UCBenefit=Route interactions to the best available agent through automated routing. Use a virtualized agent pool to maximize agent resources.
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| − | }}{{SMART Benefits
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| − | |UCBenefitID=Reduced Interaction Transfers
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| − | |UCBenefit=Reduce the number of transfers due to better voice call routing through Genesys routing.
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| − | }}
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| − | |UCIntro=Genesys Call Routing (CE01) 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.
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| − | |UCOverview=Organizations want to provide an exceptional customer and sales service experience by reducing transfers, hold time and repetition.
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| − | To achieve this experience, they need customizable software to fit complex rules, distributed using skills-based routing while capturing each call disposition for analysis.
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| − | When companies enable call routing within their Genesys environments, benefits can include:
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| − | |UCSummary=Customer wants to contact the company for a specific service or for further information around a product or offer and then calls the company. The system performs hours of operation, special day, and emergency checks, and then plays corresponding messages. The customer selects an option from a menu (prompt and collect) that maps to an agent skill expression. If no agents are available, the target expands to include an additional agent skill or skill-level before routing to an optional overflow number.
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| − | After the initial implementation, customers can enhance the service with more Genesys routing capabilities.
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| − | |Description=
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| − | |PainPoints=* Poor customer experience scores due to excessive wait times, transfers, hold times, agents who do not have needed expertise, and the need for repeat contacts
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| − | * High staffing costs to meet service levels
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| − | * Inefficient use of agents who are responding to simple inquiries or requests
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| − | * Inability to use context of previous interactions to optimize each customer call
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| − | |DesiredState=*Optimize customer experience by connecting them to a knowledgeable, efficient agent available within a configured time period
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| − | *As customers wait in queue, remove skill requirements to expand the pool of available agents
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| − | *Route interactions without conversations leaving the queue to better understand why customers are calling and keep your data clean for clear reporting
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| − | |BuyerPersonas=
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| − | |QualifyingQuestions=
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| − | |MaturityLevel=Consistent
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| − | |SellableItems=Genesys Cloud 2 or greater
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| − | |CloudAssumptions=
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| − | |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
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| − | * The full use case outlined here available in Genesys Cloud.
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| − | |PremiseAssumptions=N/A
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| − | |PremiseAssumptionsAdditional_Sales=
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| − | |BusinessImageFlow={{SMART BusinessImageFlow
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| − | |BusinessImage=https://www.lucidchart.com/documents/edit/358cc499-4a09-4839-bcb5-b90e6271e7f4/0
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| − | |BusinessFlowDescription=#The caller initiates an inbound voice call to the contact center.
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| − | #The system checks if the day is configured as a special day. In this case a special day announcement is played, and the call is disconnected.
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| − | #The system checks if the call is within the contact center's business hours. If not, an out-of-office announcement is played, and the call is disconnected.
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| − | #The system checks if an emergency announcement is activated. In this case an emergency announcement is played, and the call is disconnected.
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| − | #The system presents a menu to the customer that allows them to express why they called.
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| − | #The caller chooses a menu option using DTMF tone entered on handset. If the caller does not choose an option or chooses a non-available option, the menu will be repeated up to 2 times. If the caller still does not choose a valid menu option the call will be handled with default routing parameters.
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| − | #The call is distributed to the best-fit agent for the chosen topic based on the agent's skill and skill level (see Distribution Logic for details).
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| − | #At the end of the call the agent sets a wrap-up code (disposition) to record the call outcome for reporting purposes.
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| − | }}
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| − | |BusinessLogic=Operational parameters allow you to configure routing logic, including the target skills for each menu option, timers, and overflows. Some parameters are only available at the DNIS / Route Point level. These are either needed only once at the beginning of the call flow (greeting message), or will be used across the whole call flow independent of subsequent DTMF menu choices of the customer. Other parameters are available at both the DNIS / Route Point level (if no call routing has been activated) and at the level of the choice of a specific touch point.
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| − | ====Parameters to Configure Service Level Announcements====
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| − | *Business hours - sets the hours that you are open and accepting calls
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| − | *Special day - A list of exceptions to the regular open hours, for a holiday or other reason
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| − | *Emergency declared - Activates the emergency announcement (such as a power outage or general closure)
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| − | | |
| − | ====Parameters to Define Call Routing / DTMF Menus====
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| − | Customers can configure up to four levels of DTMF menus, with a maximum of nine sub-options for each level. A caller's choice of DTMF menus and sub-options determines the service they need and the agent skill required to best meet that need.
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| − | These DTMF levels and sub-options provide the greatest flexibility to adapt the use case to specific company requirements. However, to avoid a bad customer experience, we recommend that customers use the minimum number of levels and menu choices.
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| − | ====Distribution Parameters====
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| − | Standard ACD routing uses the following parameters to define distribution behavior. Customers can configure these parameters according to the combination of possible DTMF choices. Customers define the skill expression of required agent qualifications by selecting a combination of skill(s) and skill levels.
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| − | *Primary target - A queue of agents and required agent skills that are needed to accept the interaction
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| − | *Secondary target - The same queue of agents, but with a reduced set of skill requirements to expand the pool of qualified agents
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| − | *Tertiary target - The same queue of agents with a further reduced set of agent skills to expand the pool of qualified agents
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| − | | |
| − | ====Bullseye Routing====
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| − | To relax agent qualification requirements and allow Genesys Cloud to route a call to more agents, use Genesys Cloud's Bullseye Routing. Bullseye Routing removes skills as the time-in-queue increases for the call.
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| − | '''Note:''' For most implementations, standard ACD routing is preferable to Genesys Cloud Bullseye routing, except in cases where interaction skill requirements are complex.
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| − | The best practice for Bullseye Routing is to target one queue and remove the least critical skills incrementally as the Bullseye ring expansion progresses. You can configure the following Bullseye Routing parameters:
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| − | *Bullseye ring timeout interval
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| − | *ACD skills to remove
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| − | For more information, see [https://help.mypurecloud.com/articles/bullseye/ Bullseye routing].
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| − | ====Reporting Parameters====
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| − | Customers use different combinations of reporting parameters to analyze the unique properties of each parameter group in reports. Reporting parameters include:
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| − | *Queue - The target agent queue to which the interaction was routed. Customers can optionally filter queue performance data based on skill requirements.
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| − | *Agent - The agent(s) who handled the interaction
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| − | *Wrap-up code - The wrap-up (disposition) code that the agent(s) applied to the interaction(s)
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| − | | |
| − | ====Audio Resources====
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| − | The following audio resources are configurable by service line:
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| − | *Business Hours - A message announcing office closure and inviting the caller to call again at opening time
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| − | *Please Wait on Hold - A message inviting the caller to wait
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| − | *Welcome - A greeting message
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| − | *Emergency - An emergency message
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| − | *Special Day - A message announcing office closure due to a special day (such as a bank holiday)
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| − | *Music waiting in queue - Music
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| − | *Main DTMF Menu Message - The main call routing menu announcement
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| − | *Sub-DTMF Menu Messages (multiple messages) - The sub-menu messages for the Call Steering menu as required
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| − | |DistributionImageFlow={{SMART DistributionImageFlow
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| − | |DistributionImage=https://www.lucidchart.com/documents/edit/f15f8dae-c8d3-4164-8cde-2c30997c8fb1
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| − | |DistributionFlowDescription=#The call is transferred to an ACD queue.
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| − | #The system checks whether any agents corresponding to the requested skill are available.
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| − | #If agent(s) with the required skill(s) are available, the call is routed to the agent who is longest idle.
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| − | #If no agent is available, music is played while the caller is in queue.
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| − | #The system tracks the call wait time as the call remains in the queue. Genesys Cloud’s assignment algorithm increases call priority as call wait time increases.
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| − | #The system checks whether the Bullseye Timeout interval has elapsed.
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| − | #If the timeout has expired, then the system removes skill requirement(s) according to the configuration and transitions to the next Bullseye Ring, expanding the population of qualified agents. If another Bullseye Ring is not available, the call remains in Queue with its current skill requirements.
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| − | }}
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| − | |DistributionLogic=The ACD evaluation method and routing method determine distribution logic. Configuration options include:
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| − | *All Skills Matching - ACD considers only agents who have all of the requested skills.
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| − | Genesys Cloud routes the call to the first available agent with the requested skills.
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| − | *Best Available Skills - ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent’s proficiency rating for each of the requested skills.
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| − | *Disregard Skills, Next Agent - ACD routes interactions based on agent availability instead of skills. Genesys Cloud routes the call to the first available agent and ignores any skill requests.
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| − | ====<span class="mw-headline" id="General_Distribution_Functionality">General Distribution Functionality</span><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><span class="mw-editsection-bracket">]</span></span>====
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| − | *The queues, skills, and priority are configurable by (final) DTMF choice. Additional targets are optional.
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| − | *Proficiencies are configurable at the agent level.
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| − | *Agent Not Responding: If an agent does not accept the voice interaction, the voice call remains in-queue and the agent is set to: "Agent not responding."
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| − | *Voice interactions can be prioritized over other media types.
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| − | ====Routing Methods====
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| − | *Standard ACD - Genesys Cloud routes interactions to the next available agent. Genesys Cloud considers skills as specified by the evaluation method.
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| − | *Bullseye - Genesys Cloud routes interactions to a targeted sub-queue of agents with specific skills. If no agents are available, Genesys Cloud relaxes the requested skills, based on the queue configuration, to expand the pool of agents who can receive the call.
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| − | |CustomerInterfaceRequirements=N/A
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| − | |AgentDeskRequirements=* The agent can view the queue when the call is presented.
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| − | * Agents can transfer calls to other individual agents or other queues as out-of-the-box functionality.
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| − | * The agents can transfer calls to defined route points. The routing logic defined for these route points will be similar to the routing logic defined above. Only route points to transfer calls will be visible to the agent in his desktop.
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| − | * Not-ready presences (Admin Work, Lunch, Meeting, Pause, Training) are configured.
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| − | * Wrap-up codes for reporting business outcomes (Cross Sell, Need Follow-Up, Not Right Skill, Processed, Terminated, Transferred, Up Sell) are configured.
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| − | |RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud rapidly change. Please reference the Genesys Cloud Resource Center for latest features at [https://help.mypurecloud.com Genesys Cloud Resource Center] .
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| − | Examples of current Genesys Cloud Historical and Real-time views that provide relevant insights:
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| − | * Agent
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| − | ** Provides metrics on agent status, agent performance, agent interactions, and other metrics to understand agent activity. Filters include skill(s), language(s), wrap up code(s), and more.
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| − | * Queue
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| − | ** There are a number of views providing insight into queue(s).
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| − | ** The Queue Performance Details view allows you to filter your interactions by skill(s).
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| − | ** Queue Activity view will also show Real-Time metrics including all calls that are currently waiting and interacting
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| − | * Interactions
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| − | ** This view provides metrics on both historical and real-time interactions. It provides the ability to filter interactions based on metrics including agent name(s) and wrap-up code(s).
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| − | * Reports
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| − | ** Genesys Cloud has a full library of canned reports available in PDF and XLSX formats.
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| − | ** Supervisors can filter these reports by dates, users, queues, and so on.
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| − | ** Supervisors can download reports from the Genesys Cloud user interface.
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| − | ** Supervisors can schedule reports to run and download in batch.
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| − | * Other Views
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| − | ** WMW
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| − | ** Quality
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| − | ** Outbound
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| − | ** Scheduled Callbacks
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| − | ** Campaigns
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| − | ** And more
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| − | |HistoricalReporting=Same with real-time reporting.
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| − | |DocVersion=v 1.2.1
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| − | |GeneralAssumptions=N/A
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| − | |CustomerAssumptions=N/A
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| − | |SMART_PremiseAssumptions={{SMART PremiseAssumptions
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| − | |Premise_Assumption=N/A
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| − | }}
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| − | |PremiseAssumptionsAdditional=
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| − | |SMART_CloudAssumptions=
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| − | |CloudAssumptionsAdditional=*Implementation of this use case is based on the out-of-the-box Genesys Cloud ACD Evaluation method and Routing method.
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| − | *Standard ACD Routing is the preferred method; Bullseye Routing can be used in cases where the customer’s business requirements deem it necessary.
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| − | *All routing options and configuration parameters are configured through Genesys Cloud Architect.
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| − | *All customer input is via DTMF prompts or menu ASR.
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| − | *Customers need to provide recordings for prompts. Standard definition for these recordings will be provided
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| − | *Integrations with third-party systems are out-of-scope for this use case.
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| − | |Requires=
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| − | |Conditions=
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| − | }}
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