Genesys Email Routing (CE16) for PureConnect

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Genesys Email Routing (CE16) for PureConnect

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Overview

Email is still one of the most reliable and desired ways for customers to interact with companies for support. It is an essential avenue for companies to serve and engage with customers while providing a consistent and positive customer experience. Genesys can improve handle time, first contact resolution, agent utilization, and customer satisfaction by automatically distributing emails to the best available agent based on content analysis and keywords, systemizing automatic acknowledgement, and automating responses.

Benefits

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

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By routing emails to the right resource through skills-based routing, companies can expect:

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By routing emails to the right resource through skills-based routing, companies can expect:

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Increased revenue due to improved resolution of business outcome*
Reduced handle time with standard response libraries
Improved First Contact Resolution*
Improved NPS by addressing customers' requests in a timely manner*
Reduced email transfers due to skills-based routing
Improved agent and employee utilization

Increased revenue due to improved resolution of business outcome*
Reduced handle time with standard response libraries
Improved First Contact Resolution*
Improved NPS by addressing customers' requests in a timely manner*
Reduced email transfers due to skills-based routing
Improved agent and employee utilization

*This benefit is typically tracked and measured by processes and systems outside of the Genesys solution. While our customers have realized benefits in these areas by using our solution, the measurements are not part of the standard offering of this use case.

Summary

A customer sends an email to a company email address. The email is captured by the Genesys system and a content analysis is performed. It is then queued to the best available agent with the corresponding skill set. Priority tuning functionality can improve the service level adherence to customer's emails. The reporting functionality of this use case provides management visibility into the email interaction channel to drive further improvements.

The use case includes the optional enhancement for PureEngage to use Natural Language Processing to identify the email category. This requires additional licenses and services efforts. For PureConnect, keyword searching is available to choose an appropriate workgroup for routing.

Use Case Description & Business Flow

Business Flow

The following flow describes the use case from the perspective of the main actors, i.e., the user and contact center agent.

The following diagrams show the business flow of the use case:

Business Flow Description:

1. A customer sends an email to one of the public addresses (e.g., orders@abc.org) monitored by the Genesys email solution.

2. Genesys periodically checks corporate inboxes for new emails. Genesys analyzes the email to capture From, To, Subject, and body content as metadata.

3. Conversation tracking option: Genesys verifies whether the corresponding user already exists as a contact within the Tracker system (by email address). Tracker is an additional, licensable product. The email and any agent responses are attached to the contact.

4. The system checks whether the email is new or a reply.

1. In case of a new email, the system classifies the email based on keyword analysis (see the Keyword Categorization section).

2. In case of a reply email from the customer, the system attempts to route it to the previous workgroup (see details in the Distribution Logic section). After a timeout, the system routes the email to the originally specified workgroup.

3. In case of an automatically generated reply email, the email will not be distributed to an agent and the flow will stop.

5. The system sends out a receipt acknowledgement email to the customer with a predefined template for the To address.

6. Once an agent with the requested skill is available, the email is routed to the agent's desktop with a screen pop from the email editor displaying the content.

7. Once the agent reads the email, he or she decides whether a reply is needed.

1. If no reply is needed, the agent marks the email as done.

2. If a reply is needed, the agent creates an outbound reply email, potentially using a standard response template.

8. The agent sets a disposition code to mark the business outcome for reporting purposes.

Business and Distribution Logic

With this use case you can configure up to three inbound mailboxes, each with a static auto-reply message, and up to 4 keyword expression matches to assign the workgroup required to best meet customer need.

Supervisor has the option to listen in for training and quality management.

Business Logic

In the logical flows in the previous sections, there are a number of process steps driven by configuration parameters and additional business logic within the system. These parameters and the underlying logic are described in this section.

Capturing of Incoming Emails

In step 2 of the business flow, the Genesys system checks a set of mailboxes for new emails. The following configuration options are available:

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Address of email server for mailbox
Authentication details for mailbox
Protocol for communication (POP3, IMAP, Exchange Web Services protocol)
Delete email (any emails captured by Genesys are deleted from the mailbox)
Polling frequency (how often the mailbox is checked for new emails)

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Address of email server for mailbox
Authentication details for mailbox
Protocol for communication (POP3, IMAP, Exchange Web Services protocol)
Delete email (any emails captured by Genesys are deleted from the mailbox)
Polling frequency (how often the mailbox is checked for new emails)

Automatic Replies

In step 4, the Genesys system checks for automatic/system replies from the mail server to automatically stop email processing when no agent intervention is needed.

This includes:

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Detection of automated answers to prevent “ping-pong” between mail servers by answering with auto-acknowledge on emails of type auto-response or auto acknowledgement.
NDR Handling (Non-Delivery Report Handling): The system recognizes automatic responses due to failed delivery (assuming these automatic responses are following standards).

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Detection of automated answers to prevent “ping-pong” between mail servers by answering with auto-acknowledge on emails of type auto-response or auto acknowledgement.
NDR Handling (Non-Delivery Report Handling): The system recognizes automatic responses due to failed delivery (assuming these automatic responses are following standards).

Keyword Categorization

Keyword matching allows the system administrator to configure a number of screening rules to identify emails belonging to different categories. For example, an email that contains the word “order” in the body of the email, would be categorized as a sales email. Screening rules can be configured to look for different words or phrase patterns that help categorize emails. Screening rules are applied to the email body and subject.

Standard Responses

In the response library window, the workspace displays suggested responses to the agent based on keyword searches. Standard responses are generated by the customer for specific scenarios of desired email responses.

Distribution Logic

Available Parameters for Configuration by Customer

The following parameters are used for the distribution logic. These parameters are configurable by category:

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Overflow time-outs for overflowing from last workgroup routing to originally defined workgroup target. These timeouts are based on age of interaction.
Priority start (the starting priority)

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Overflow time-outs for overflowing from last workgroup routing to originally defined workgroup target. These timeouts are based on age of interaction.
Priority start (the starting priority)

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Enable / disable last agent routing

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Enable / disable last agent routing

The following parameter is configurable by the “To” address:

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Auto-acknowledge message

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Auto-acknowledge message

Draft Emails and Agent Queue Alerts

If the agent cannot complete an email, it remains as an open interaction in the agent's queue. Supervisors can set up an alert within IC Business Manager to notify them when queue items have remained beyond a specified threshold.

Additional Distribution Functionality

The following lists additional functionality for the distribution logic:

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Re-route on no answer (RONA) functionality: If an agent does not accept the email interaction, the email interaction is automatically put back into the distribution flow after a time-out. The agent is set to not ready. The priority of the email can be increased by a configurable parameter.
Blending email interactions with other media types is possible.

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Re-route on no answer (RONA) functionality: If an agent does not accept the email interaction, the email interaction is automatically put back into the distribution flow after a time-out. The agent is set to not ready. The priority of the email can be increased by a configurable parameter.
Blending email interactions with other media types is possible.

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Transfers are possible to agents satisfying the skills of a different category. In the case of a transfer, the priority is increased to a level set in a configurable parameter.

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Transfers are possible to agents satisfying the skills of a different category. In the case of a transfer, the priority is increased to a level set in a configurable parameter.

Use Case Requirements (UI, Desktop, Reporting)

Customer Interface Requirement

N/A

Agent Desktop Requirements

The following lists the minimum requirements for the agent desktop:

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Configuration of status messages (Available, Away, Meeting, etc.).
Configuration of wrap-up codes (Codes are configurable to customer's preference)
Access to a standard response library where customers can build their own messages for specific email responses
Agent to Agent transfer
Agent to Queue transfer
Review functionality for supervisors

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Configuration of status messages (Available, Away, Meeting, etc.).
Configuration of wrap-up codes (Codes are configurable to customer's preference)
Access to a standard response library where customers can build their own messages for specific email responses
Agent to Agent transfer
Agent to Queue transfer
Review functionality for supervisors

Reporting

A variety of real-time and historical reports are available by queue type. Specific examples are below.

Real-Time Reporting

Premises and Cloud

IC Business Manager is a Genesys application that offers personalized dashboards based on specific functional, geographical, or organizational needs. Pulse dashboards present information using graphical widgets that can be viewed as graphs or tables, showing information about specific key performance indicators, such as service level, email interactions handled, and the average handle time. With IC Business Manager, a customer can:

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Monitor the current state and activity of contact center objects to help make decisions about staffing, scheduling, and email routing strategies.
Create widgets from scratch or user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
Monitor operational email activity through the Email Queue Activity views.
Monitor agent resource activity through the Email Agent Activity views
Monitor the tenant service level through the Email Service Level views.

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Monitor the current state and activity of contact center objects to help make decisions about staffing, scheduling, and email routing strategies.
Create widgets from scratch or user-defined templates for a fast and easy text or graphical presentation of selected or user-defined object statistics.
Monitor operational email activity through the Email Queue Activity views.
Monitor agent resource activity through the Email Agent Activity views
Monitor the tenant service level through the Email Service Level views.

Below are several examples of the email dashboards that are available in IC Business Manager.

Example 1:

Example 2:

Example 3:

Example 4:

Historical Reporting

Premises and Cloud

IC Business Manager out-of-the-box reports are used to:

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Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
Measure the effectiveness of the routing rules and efficiency of the use case.
With disposition/wrap-up codes, calculate the conversion success rate.
Evaluate resource performance with a variety of reports for agents and interaction details.

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Assess the day-to-day operations of the contact center resources for the routing and handling of interactions.
Measure the effectiveness of the routing rules and efficiency of the use case.
With disposition/wrap-up codes, calculate the conversion success rate.
Evaluate resource performance with a variety of reports for agents and interaction details.

Many reports are available, as follows.

Queue Service Level

The Queue Service Level report provides the ability to see the summary and details of the configured service levels, up to 12, in an absolute or cumulative view with a percentage option.

Report Element	Database Column or Calculation	Details
Workgroup	cName	The name of the workgroup queue
Media Type	cHKey3	Media type (chat, call, email, etc.)
SL #(1-12)	cServiceLevels	Numerical service level threshold as defined in the service level configuration XML
Answered SL #(1-12)	Sum(nAnsweredAcdSvcLvl#)	Number of ACD interactions answered within the service level threshold
Answered Total	Sum(nAnsweredAcd)	Total number of ACD interactions answered (within and outside of configured service level thresholds)
Abandoned SL #(1-12)	Sum(nAbandonAcdSvcLvl#)	Number of ACD interactions abandoned within the service level threshold
Abandoned Total	Sum(nAbandonedAcd)	Total number of ACD interactions abandoned (within and outside of configured service level thresholds)

Queue Summary and Detail

The Queue Summary and Detail report displays summarized statistical data and detailed statistics on workgroup queues. The statistics are reported, grouped, and summarized by any combination of queue, media type, interval, skill or DNIS. Data for calls answered or abandons is summarized and displayed when a single service level configuration is present in the data selected, but is otherwise suppressed. The report also displays a chart for interaction distributions and service level.

Report Element	Database Column or Calculation	Details
Queue	cName	Workgroup queue
Report Group	cReportGroup	DNIS/report group
Media Type	cHKey3	Media type (chat, call, email, etc.)
Skill	cHKey4	Skill
Interval	Local of dIntervalStartUTC	Interval
OFF	Sum(nEnteredAcd)	Number of ACD interactions that were offered (entered)
ANS #	Sum(nAnsweredAcd)	Number of ACD interactions that were answered
ANS %	Sum(nAnsweredAcd) / sum(nEnteredAcd) * 100	Percentage of ACD interactions that were answered
ABD #	Sum(nAbandonedAcd)	Number of ACD interactions that were abandoned
ABD %	Sum(nAbandonedAcd) / sum(nEnteredAcd) * 100	Percentage of ACD interactions that were abandoned
ASA	Sum(tAnsweredAcd) / sum(nAnsweredAcd)	Average speed of answer for ACD interactions
ANS SVC LVL %	Sum(nAnsweredAcdSvcLvl) / sum(nAnsweredAcd) * 100	Percentage of interactions which were answered within the service level target
AVG TALK	(sum(tTalkAcd)- sum(tHoldAcd)) / sum(nAnsweredAcd)	Average talk time of ACD interactions
AVG HOLD	Sum(tHoldAcd) / sum(nAnsweredAcd)	Average hold time for ACD interactions
AVG ACW	Sum(tAcw) / sum(nAnsweredAcd)	Average after call work time (ACW) for ACD interactions
AVG HAND	(sum(tTalkAcd) + sum(tAcw)) / sum(nAnsweredAcd)	Average handle time for ACD interactions
ANS # (service levels)	Sum(nAnsweredAcdSvcLvl#)	Number of ACD interactions that were answered in service level #
ABD # (service levels)	Sum(nAbandonAcdSvcLvl#)	Number of ACD interactions that were abandoned in service level #

Agent Utilization Report

The Agent Utilization report displays time usage information by agent across all campaigns, including: talk, ACW, non-Dialer, idle, break, and preview.

Report Element	Database Column or Calculation	Details
Agent	Icuserid	Agent ID
Logged in time	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName=’Logout’	Amount of time agent was logged in
Calls	Distinct Count (AgentStats.CallIdKey) where AgentStats.PropertyName = ‘StageTime’ AND AgentStats.StageId = ‘0’	Number of Calls
Inbound Calls	Distinct Count (AgentStats.CallIdKey) where AgentStats.PropertyName = ‘StageTime’ AND AgentStats.StageId = ‘ND-IN’	Number of inbound calls
Inbound Calls Avg	Inbound calls divided by Calls	Average length of inbound calls
Inbound Calls Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = 'ND-IN'	Total length of inbound calls
Inbound Calls %	Inbound calls divided by Logged In Time	Percentage of logged in time on inbound calls
Manual Dialed Calls	Distinct Count (AgentStats.CallIDKey) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = 'ND-MO'	Number of manually dialed calls
Manual Dialed Calls Avg	Manual Dialed Calls Total divided by Calls	Average length of manually dialed calls
Manual Dialed Calls Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'StageTime' AND AgentStats.StageId = 'ND-MO'	Total length of manually dialed calls
Manual Dialed Calls %	Manual Dialed Calls Total divided by Logged in Time	Percentage of logged in time on manually dialed calls
Idle Time Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'IdleTime'	Total agent idle time
Idle Time %	Idle time total divided by Logged in Time	Percentage of logged in time spent idle
DND/Break Time Total	Sum(AgentStats.PropertyValue) where AgentStats.PropertyName= 'BreakTime'	Total time in DND or break
DND/Break Time %	DND/Break Time Total divided by Logged in Time	Percentage of logged in time spent in DND/Break

Assumptions

General Assumptions

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Interaction Center Business Manager is required for historical reporting.
Interaction Desktop or Interaction Connect is used as the agent desktop.

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Interaction Center Business Manager is required for historical reporting.
Interaction Desktop or Interaction Connect is used as the agent desktop.

Customer Assumptions

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Genesys captures emails typically from one primary corporate email server. The customer is responsible for configuring the email server appropriately so that Genesys can retrieve the requested emails.
For customers who want to retain an archive of original messages, two approaches are available. Customers can configure their server to create and separately store a duplicate copy of all emails. Or, Professional Services can be engaged to create a handler to accomplish the task. Processing emails from the corporate server to Genesys software results in emails being deleted from the original customer server folder.
Genesys provides documentation about the required connector configurations and the sequence of email handling between servers as part of the described email functionality. The Genesys documentation references third-party documentation about processing limits for particular kinds of email connectors and queues. Genesys does not support customer configurations or a desire for higher performance beyond the published guidelines and limits.
Email is handled through POP3, IMAP, Exchange Web Services, or Gmail Connector protocols according to those tools' published documentation.
Customers are responsible for creating their own automated responses within Interaction Administrator.
Spam is handled at the level of the customer's corporate email servers. A third-party spam solution is required.

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Genesys captures emails typically from one primary corporate email server. The customer is responsible for configuring the email server appropriately so that Genesys can retrieve the requested emails.
For customers who want to retain an archive of original messages, two approaches are available. Customers can configure their server to create and separately store a duplicate copy of all emails. Or, Professional Services can be engaged to create a handler to accomplish the task. Processing emails from the corporate server to Genesys software results in emails being deleted from the original customer server folder.
Genesys provides documentation about the required connector configurations and the sequence of email handling between servers as part of the described email functionality. The Genesys documentation references third-party documentation about processing limits for particular kinds of email connectors and queues. Genesys does not support customer configurations or a desire for higher performance beyond the published guidelines and limits.
Email is handled through POP3, IMAP, Exchange Web Services, or Gmail Connector protocols according to those tools' published documentation.
Customers are responsible for creating their own automated responses within Interaction Administrator.
Spam is handled at the level of the customer's corporate email servers. A third-party spam solution is required.

Use Case Interdependencies

<span class="mceNonEditable wikimagic tag" title="

None

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None

Premises-Specific Assumptions

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No premises-specific assumptions.

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No premises-specific assumptions.

Cloud-Specific Assumptions

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Customer must ensure proper network connectivity between the PureConnect server and their mail platform, either through a private MPLS connection and the customer’s network or via the public internet.

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Customer must ensure proper network connectivity between the PureConnect server and their mail platform, either through a private MPLS connection and the customer’s network or via the public internet.

Bgrenon

Contents

Genesys Email Routing (CE16) for PureConnect

Genesys Email Routing (CE16) for PureConnect

Overview

Overview

Benefits

Benefits

Summary

Summary

Use Case Description & Business Flow

Use Case Description &amp; Business Flow

Business Flow

Business Flow

Business Flow Description:

Business Flow Description:

Business and Distribution Logic

Business and Distribution Logic

Business Logic

Business Logic

Capturing of Incoming Emails

Capturing of Incoming Emails

Automatic Replies

Automatic Replies

Keyword Categorization

Keyword Categorization

Standard Responses

Standard Responses

Distribution Logic

Distribution Logic

Draft Emails and Agent Queue Alerts

Draft Emails and Agent Queue Alerts

Additional Distribution Functionality

Additional Distribution Functionality

Use Case Requirements (UI, Desktop, Reporting)

Use Case Requirements (UI, Desktop, Reporting)

Customer Interface Requirement

Customer Interface Requirement

Agent Desktop Requirements

Agent Desktop Requirements

Reporting

Reporting

Real-Time Reporting

Real-Time Reporting

Premises and Cloud

Premises and Cloud

Historical Reporting

Historical Reporting

Premises and Cloud

Premises and Cloud

Assumptions

Assumptions

General Assumptions

General Assumptions

Customer Assumptions

Customer Assumptions

Use Case Interdependencies

Use Case Interdependencies

Premises-Specific Assumptions

Premises-Specific Assumptions

Cloud-Specific Assumptions

Cloud-Specific Assumptions

Contact

Genesys

Customer Care

Legal

Use Case Description & Business Flow