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| − | {{SMART UseCase
| + | #REDIRECT [[UseCases/Current/GenesysCloud/CE43]] |
| − | |SMART_Benefits={{SMART Benefits
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| − | |UCBenefitID=Improved Net Promoter Score
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| − | |UCBenefit=Improve customer satisfaction by announcing wait time and offering callbacks when appropriate
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| − | }}{{SMART Benefits
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| − | |UCBenefitID=Reduced Interaction Abandonment
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| − | |UCBenefit=Provide clear wait times and callback options to decrease abandonment
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| − | }}{{SMART Benefits
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| − | |UCBenefitID=Reduced Volume of Interactions
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| − | |UCBenefit=Decrease in inbound calls from individual callers repeatedly trying to initiate contact
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| − | }}{{SMART Benefits
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| − | |UCBenefitID=Reduced Handle Time
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| − | |UCBenefit=Reduce overall handle time in addition to customer hold time and associated telephony costs
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| − | }}
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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.
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| − | |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:
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| − | |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].
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| − | |PainPoints=*Long queue times lead to abandons and missed service levels
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| − | *High staffing costs in order to have resources available for peak periods
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| − | *Unable to obtain view of operational performance through reporting & analytics
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| − | *Customer dissatisfaction with long waits and lack of options
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| − | |DesiredState=*When caller requests agent assistance from IVR, the queue times are dynamically checked
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| − | *When queue exceeds threshold set by business, the caller is played a message relaying the current wait time and given callback option
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| − | *Caller can choose to accept or reject the callback option
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| − | *When accepted, the callback is registered in the queue
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| − | *When the callback reaches the top of the queue, it is assigned to an available agent.
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| − | |MaturityLevel=Consistent
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| − | |SellableItems=Genesys Cloud 2 or greater
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| − | |CloudAssumptionsAdditional_Sales=* This use case is available on Cloud
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| − | |PremiseAssumptions=N/A
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| − | |BusinessImageFlow={{SMART BusinessImageFlow
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| − | |BusinessFlow=(1)
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| − | |BusinessImage=https://www.lucidchart.com/documents/edit/bbaf9a45-8ac4-4644-9ae9-049547b3caf9/0
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| − | |BusinessFlowDescription=1.1 - A customer calls a service line of the company. As described in {{#mintydocs_link:topic=CE01}}<span>, Genesys Cloud transfers the call to a queue.
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| − | 1.2 - The customer waits for an agent with the requested skills. There are two configurable, messaging-related thresholds: Medium Wait Time and Long Wait Time. If the wait time is below these thresholds, the system transfers the call to the appropriate queue to wait for an agent with the requested skills.
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| − | 1.3 - If the wait time is above these thresholds, the system plays the appropriate wait time announcement to the caller. The system may repeat the announcement, depending on the amount of time the call stays in the queue. The announcement is either a generic announcement, or the estimated wait time rounded in minutes.
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| − | 1.4 - After the announcements, the system offers the option for a callback to the customer.
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| − | 1.5 - If the customer does not accept the callback, the call continues to wait in the queue. If the customer accepts the callback, the system registers the callback.
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| − | }}{{SMART BusinessImageFlow
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| − | |BusinessFlow=(2) '''Register Callback'''
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| − | |BusinessImage=https://www.lucidchart.com/documents/edit/8b130009-8a45-42ad-9aae-3fb622b734a6/0
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| − | |BusinessFlowDescription=2.1- Genesys Cloud asks the customer to verify the phone number for the callback.
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| − | 2.2 - If the phone number is correct, Genesys Cloud registers the callback request in the same queue as the original conversation and ends the call. The callback replaces the original call and maintains the caller's position in the queue.
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| − | 2.3 - If the phone number is not correct, Genesys Cloud asks the customer to enter an alternate callback number.
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| − | 2.4 - The caller enters the callback number.
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| − | 2.5 - Genesys Cloud registers the callback request in the same queue as the original conversation and ends the call. The callback replaces the original call and maintains the caller's position in the queue.
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| − | }}{{SMART BusinessImageFlow
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| − | |BusinessFlow=(3) '''Callback'''
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| − | |BusinessImage=https://www.lucidchart.com/documents/edit/3cddc70b-a2c8-41ce-bd7e-06923008f7c2/0
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| − | |BusinessFlowDescription=3.1 - Genesys Cloud assigns the callback interaction to an agent in the queue.
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| − | 3.2 - The agent receives the callback interaction, reviews the information, and manually calls the customer.
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| − | 3.3 - If the customer answers the call, the agent and the customer are connected.
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| − | }}
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| − | |BusinessLogic=The business can configure the messages played and the wait time thresholds:
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| − | *Automated In queue wait time threshold
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| − | *Wait time playback threshold(s)
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| − | *In queue waiting prompts could include callback option to customer
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| − | *Customer can opt in to leave a callback request
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| − | *Number of times to offer callback option to customers
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| − | ====<span class="mw-headline" id="Callback_Priority">Callback Priority</span>====
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| − | A callback automatically inherits the priority set on the inbound ACD voice call it replaces.
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| − | ====<span class="mw-headline" id="Callback_Position_in_Queue">Callback Position in Queue</span>====
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| − | A callback replaces the original voice conversation in the queue and therefore maintains the customer's position in queue.
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| − | ===<span class="mw-headline" id="Routing_Logic">Routing Logic</span>===
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| − | ====<span class="mw-headline" id="Routing_calls_to_agents">Routing calls to agents</span>====
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| − | This functionality defined in {{#mintydocs_link:topic=CE01}}.
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| − | ====<span class="mw-headline" id="Routing_callback_requests_to_agents">Routing callback requests to agents</span>====
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| − | When a callback request reaches the top of the queue, Genesys Cloud assigns it to the best-fit agent. That agent initiates the callback to the customer.
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| − | |DistributionLogic=N/A
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| − | |CustomerInterfaceRequirements=N/A
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| − | |AgentDeskRequirements=The agent’s callback interface displays:
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| − | * Type of request
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| − | * User ID (Optional)
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| − | * User first name (Optional)
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| − | * User last name (Optional)
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| − | * User phone number
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| − | * Language
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| − | This use case is in addition to existing inbound voice functionality. Therefore, all agent desktop functionality for inbound voice calls is also available for callbacks. To change some of the information on the agent's callback interface, businesses can modify agent scripts.
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| − | |RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud rapidly change. Please see the Genesys Cloud Resource Center for latest features at [http://help.mypurecloud.com Genesys Cloud Help]
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| − | '''Note:'''<span></span>Callbacks are a media type that users can select on the majority of views and reports.The following are examples of Genesys Cloud Historical and Real-time views that provide relevant insights:
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| − | * Queue
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| − | ** The Queue Activity view shows real-time queue information. Callbacks are a specific media type.
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| − | ** The Queue Performance Summary and Detail views allow a supervisor to see historical conversations based on media type, including callbacks. Supervisors can filter on skills, languages, DNIS, and so on.
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| − | ** The real-time Queue Activity view and the historical Queue Performance view show outbound calls that agents place to customers.
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| − | * Agent
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| − | ** The Agent Performance view allows a supervisor to get historical metrics on the number of conversations each agent handles. Because callbacks are a separate media type, supervisors can see how many callbacks agents make and how long an average callback takes. Supervisors can filter on skills, languages, wrap-up codes, and so on.
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| − | ** The Agent Status Summary view provides insight on the availability of specific agents.
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| − | * Interactions
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| − | ** The Interactions view provides detailed information on both historical and real-time interactions.
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| − | ** It allows supervisors to filter interactions based on metrics including agent names and wrap-up codes.
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| − | ** It allows supervisors to search for interactions by specific media types.
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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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| − | |HistoricalReporting=Same as Real Time Reporting.
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| − | |DocVersion=v 1.0.3
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| − | |GeneralAssumptions=No integration with third-party systems.
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| − | |CustomerAssumptions=N/A
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| − | |RequiresAll=CE01
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| − | |SMART_PremiseAssumptions={{SMART PremiseAssumptions
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| − | |Premise_Assumption=N/A
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| − | }}
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| − | |RelatedDocs={{TSSection
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| − | |sectionheading=About Callbacks
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| − | |description=Learn more about callbacks and review frequently asked questions.
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| − | |relatedarticles=[https://help.mypurecloud.com/articles/about-callbacks/ About callbacks]
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| − | }}
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| − | }}
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