EE32 - Titles and Canonical Info

Important

This information is shared by EE32 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Agent Desktop Screen Recording	Record Agent Desktop Screens		Workforce Engagement	No draft	Not published	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: You need visibility of activity on the agent desktop in order to understand:

• why certain types of calls or other types of media interactions take longer to handle that others
• how well the agent understands the applications
• workflow - identify when issues are related to agent problems or to system issues
• handling of multiple overlapping interactions
• agent access to unauthorized activity
• adherence to compliance requirements/regulations

Platform Solution: Genesys screen recording of agent desktop activity allows you capture the desktop recording at the same time as the recording for all available recorded communication channels. Increase contact center quality, improve efficiency of handling interactions and reduce compliance risks.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit	Explanation
Improved Agent Competency	Use recordings of agent desktop activity along with recordings of calls, chat, email and SMS to identify training and coaching opportunities.
Improved Insights and Visibility	Use recordings of agent desktop activity for visibility of system performance issues and navigation between applications that impact the flow and optimal handling of interactions.
Improved Net Promoter Score	Use recordings of agent desktop activity to improve efficient and accurate response to customer contacts across all of your communication channels

High Level Flow

High Level Flow Steps

1. Customer makes contact on one of the available interaction channels
2. The recording begins and if there is a matching policy, recording is started and retained.
3. Agent may pause/resume recording
4. Conversation ends and streams are synchronized
5. Retained recordings are stored.
6. Supervisor is able to search for/locate interaction recording and play the interaction recording along with the screen recording of desktop activity

Data Sheet Image

Canonical Sales Content

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Personas

• Contact Center Supervisor / Manager
• Head of Contact Center(s)
• Head of Customer Experience
• Head of Customer Service
• IT Administrator

Qualifying Questions

1. How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
2. How do you assess why some agents take longer to handle customer interactions than others?
   
3. Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?
   
4. Are there any concerns about agents accessing unauthorized information while handling interactions?