PEC Solution Guide: Premier Edition Cloud Current

PEC Solution Guide
Premier Edition Cloud Current
5/4/2018
Table of Contents
Premier Edition Cloud Solution Guide 3
What is Premier Edition Cloud? 4
Getting started with PEC 7
VCC Dashboard 10
VCC Agent Desktop 13
CX Builder 16
CX Analytics (Historical Reporting) 17
Adapters 20
Channels 21
Routing 38
ACD Queue Routing Strategies 41
Transferring Calls to Skills 46
Call Recording and Data Retention 48
VCC Documentation Resources and Contacting Genesys Customer Care 50
Premier Edition Cloud Solution Guide
Premier Edition Cloud Solution Guide

Welcome to the Premier Edition Cloud Solution Guide. These topics provide an overview of Premier Edition Cloud
(PEC) and are intended for use by administrators, supervisors, and agents.
About This Solution Guide

The following topics explain the product functionality of PEC:
Getting Started Components
Learn more about using PEC: Learn more about each component:
Getting Started with PEC VCC Dashboard
PEC Components VCC Agent Desktop
Hardware and Browser Support CX Builder
CX Analytics
VCC Adapters
Routing Call Recording and Data Retention
Find out information about routing: Find out information about call recording and
data retention, including:
Call Routing
Call Recording Limitations
ACD Queue Routing strategies
Data Retention
Transferring Calls to Skills
PEC Solution Guide 3

What is Premier Edition Cloud?

Welcome to Premier Edition Cloud (PEC)! This powerful Genesys solution allows you to create a fully operational
basic virtual contact center in just minutes.
What Can I Do With PEC?

PEC is a combined software as a service (SaaS) offering that includes a full featured Interactive Voice Response
(IVR) and Automatic Call Distributor (ACD).
What's an IVR?
IVR is the hardware and software system that uses responses from a touch-tone telephone to gather and store
data. It uses a recorded human voice to reply to user input and performs the following two basic functions:
1. answering incoming calls
2. obtaining information and instructions from a database
The IVR functionality consists of the following Genesys components:
• CX Builder
• CX Analytics
What's an ACD?
ACD is the system that performs the following two basic functions:
1. determining the best way to handle the call

2. sending the call to the proper agent as soon as one is available
The ACD functionality consists of the following Genesys components:
• User Interfaces
• VCC Agent Desktop (UI)
• VCC Dashboard (UI)
• CX Builder
• CX Analytics
• Non-User Interfaces
• Genesys Web Services (formerly known as Hosted Telephony Contact Center (HTCC))
• Engage (UI)

• Voice Machine
• Genesys Chat Server
• Genesys Email Server
• Management Framework Components
• Media Server (MCP)
• Orchestration Server
• SIP Server
• Universal Routing Server
Add-on Options
There are add-on media channel options available for the inbound voice contact center, but they are not visible until
activated.
• Chat — The Genesys Chat Server connects to your corporate website and the provided client widget sends and
receives chats between your agents and your customer contacts. Agents use VCC Agent Desktop to handle chat
interactions, but you can view the chat statistics in VCC Dashboard. See the VCC Dashboard Help for more
information.
• Email — The Genesys Email Server connects to your corporate email server and pulls email messages from the
account that is configured in your system. Agents use VCC Agent Desktop to handle email interactions, but you can
view the email statistics in VCC Dashboard. See the Email Widget and the How do I use the Email Accounts view?
topics in the VCC Dashboard Help for more information.
Supported Hardware and Browsers

The minimum hardware requirements that your agent and supervisor workstations must have is the following:
• Intel Core 2 Duo CPU 2.6 GHz, or similar with at least 2 cores
• 2 GB Memory
The following browsers are supported for agent and supervisor workstations:
• Microsoft Internet Explorer 10 for VCC Dashboard
• Microsoft Internet Explorer 11 for VCC Agent Desktop and Gplus Adapters for Salesforce
• Google Chrome 38+
• Mozilla Firefox 34+

Required Bandwidth
The amount of estimated bandwidth required per agent seat is:
• VCC Dashboard — 0.12 megabits (Mbps) per second
• VCC Agent Desktop — 0.08 megabits (Mbps) per second
Statistical Data Refresh Rates

PEC's default statistical data refresh rates are as follows. These refresh rates can also be configured per contact
center:
Statistics Information Refresh Rate
All object statistics (such as queues, skills, or users) Refreshed every 10 seconds
Changes to queues caused by the creation or deletion of an ACD Page

Refreshed every 5 minutes
in CX Builder
Refreshed every 5 minutes, but changes only when a skill is created,

deleted, or edited
The list of skills in the contact center Important

If an administrator adds/removes/updates a skill name, they
see the change right away in their VCC Dashboard session,
but it might take up to 5 minutes for the change to propagate
to all other users.
The email and chat statistics in the Dashboard view Refreshed every 5 minutes
What's next?
In the rest of this chapter, we will learn more about the components that make up PEC:
• CX Builder
• VCC Dashboard
• Agent Desktop
• CX Analytics
• Adapters

Getting started with PEC

Since Genesys has provisioned most of your contact center resources for you in the Cloud, all you need to do at the
most basic level is:
• create your Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) using CX Builder.
• create your ACD Administrator (First User) account using CX Builder.
• create your agents and other users using VCC Dashboard.
• have agents log in to Agent Desktop.
Creating an Account
Your account team creates your user account and you will receive your account credentials in near real-time. Once
your account is created, you can then log in and start creating both your own IVR and ACD using CX Builder. Refer
to the Getting Started topic in the CX Builder help for more general information about CX Builder. You can also refer
to the CX Builder Quick Start Guide.
Creating an ACD and IVR

Use your subscriber account (the account provided to log into the IVR) to create your own IVR and ACD with CX
Builder. A contact center can have many IVR sites, but only one ACD, which means that the ACD user accounts
that are created using VCC Dashboard are available for all ACD Pages in CX Builder:
• Refer to the ACD Page topic in the CX Builder help for more information about the ACD Page.
• Refer to the What are Voice Sites? and Creating a Voice Site topics in the CX Builder help for more information on
setting up your IVR.
Creating an ACD Administrator Account

After you create a voice site in CX Builder and assign a phone number to it, you must create the first ACD
administrator. Until the first ACD administrator user is created, no one can log into the ACD to create other users or
to configure the ACD for assisted service calls. Once the ACD administrator (System Administrator/First User)
account is created, your user credentials are automatically delivered to you via email. You need to complete the
user validation and account creation by following the instructions provided in this email.
What is an ACD Administrator?

The ACD administrator is the role that creates all other users for the ACD, as well as configures the PEC assisted
service system (ACD). The ACD administrator is also known as the System Administrator/First User.

Where Do I Create This Account?

The ACD administrator (System Administrator/First User) account must be created on the ACD Page in CX Builder
to ensure that there is a system administrator who can log into VCC Dashboard.
How Do I Access the ACD Page and Create an ACD Administrator Account?
Read the Getting Started page in the CX Builder Help.
Creating and Managing ACD User Accounts

You use VCC Dashboard to create ACD user accounts (in other words, all other users – agents, supervisors, and
administrators). Read the How do I add new users? topic in the VCC Dashboard Help for more information.
You also use VCC Dashboard to manage user roles, assign skills, and assign a skill proficiency to ACD user
accounts. Read the VCC Dashboard Help for more information.
User Roles
The following user roles are available:
• Agent — Handles calls and addresses customer issues. Agents only have access to the Agent Desktop and are
restricted from using the IVR and VCC Dashboard.
• Supervisor — Manages contact center agents. Supervisors only have access to:
• the Dashboard and Users views in VCC Dashboard.
• CX Analytics to analyze call data, so changes can quickly be made to the contact center flow.
• Administrator — Creates users and manages contact center activities. Administrators only have access to:
• the Dashboard, Users, and Settings views in VCC Dashboard.
• CX Builder to set up the contact center IVR to handle self-service requests from customers and the ACD to handle
assisted service requests.
• CX Analytics to analyze call data, so changes can quickly be made to the contact center flow.
You can combine user roles for those who need them.
Resetting Passwords
To reset the ACD administrator password, use CX Builder. Read the Getting Started page in the CX Builder Help for
more information.
To reset supervisor and agent passwords, use VCC Dashboard. Read the How do I reset passwords? page in the
VCC Dashboard Help for more information.

Logging In to Agent Desktop

Agents log in to Agent Desktop to handle calls. Read the Agent Desktop Help for more information.

VCC Dashboard
VCC Dashboard
VCC Dashboard is an easy to use application that enables you to view the state of your ACD queues and manage
your agents and skills, permitting you to make instantaneous and informed decisions about agents and ACD
queues. You can select agents and monitor their call activity, coach them, and barge-in on active calls.
Dashboard View
The Dashboard view helps you to better monitor your contact center's real-time service levels and other statistics.
These statistics are displayed as collapsible widgets that you can flip through. Open this view by clicking the
Dashboard tab at the top-left of the screen:
You can use this view to:
• scroll through all the queues, eServices interaction, and skills that you are monitoring
• view the Queue and Skill Service Levels
• view the current activities for all active agents that you are monitoring

VCC Dashboard
Users View
Depending on your contact center settings, the Users view displays either all of the agents within your contact
center or the agents within your team. You can use this view to better monitor the real-time statistics of the agents
within your team and manage their information.
The Users view can also help you better understand when agents need assistance and why agents are not
available to handle calls. For example:
• When an agent is in the ACW or the Not Ready status, the active reason code is displayed for that agent in the Status
column, which allows you to know what the agent is doing either post call or while not available to handle calls.
• When an agent is in the In Call status, the Target Skill column displays the active skill for the call so you know what
type of call the agent is handling. The Duration column displays how long the agent has been on the call.
In this view, you can do the following (depending on your role):
• view the call status of your team members at a glance
• add new users
• assign skills and proficiencies to users
• monitor the agent state of any user (for example, change their state to Ready to take calls)
• use the Manage User dialog box to manager user information
• change the User table display
• search for user information
• monitor your team members' calls
• barge in a call
• handle calls using the interaction bar
Settings View
The Settings view is where you, as an administrator, can set many of the system configurations on an on-demand
basis. Open this view by clicking the Settings tab at the top-left of the screen:

VCC Dashboard
You can use this view to customize your contact center by:
• configuring the agent desktop settings
• setting up your contact center's teams
• configuring email accounts
• configuring the queue and skill service levels
Call Handling and Monitoring

You can use VCC Dashboard to receive calls or to monitor agent calls.
Important
You must log into VCC Agent Desktop to make outbound calls.
Supervisor call monitoring lets you silently listen-in or barge-in on calls that your team is handling for the purpose of
maintaining quality. You can also coach any agent who is logged in.
You can use the Users table to select an agent to monitor, which starts your call monitoring session. You can only
monitor one agent at a time.

VCC Agent Desktop
VCC Agent Desktop

Agent Desktop allows agents to handle calls and other customer interactions such as chat and email. Agents can
also manage their channels and system ready status, and communicate with other agents by transferring
interactions, consulting about interactions, and conferencing calls.
Interaction channels
Agent Desktop currently lets agents handle the following types of interactions with customers:
• Voice calls
• Email
• Chat
The system directs customer interactions to the Agent Desktop. Agents accept or reject interactions from a pop-up
notification on their desktop. The Agent Desktop has different features for each channel type to allow agents to
control phone calls, compose emails, or engage in two-way chats.
Agents can manage their channels by using the My Channels tab of the main Agent Desktop window. This feature
enables agents to log off of channels and to change their status from Ready to Not Ready, or from Not Ready to
Ready.
Statistics and KPIs

The Agent Desktop also helps agents to keep on top of their key performance indicators (KPIs), personal statistics,
and queue statistics.
The Dashboard tab of the main Agent Desktop window provides statistics about call handling, chat, email, voice,
and queue statistics. Agent-specific statistics include the number of interactions that an agent handled for the shift,
average handle time, average call time, average processing time, talk time, and wrap-up time. The statistics also
include time spent in the Ready state and on-hold.
Queue statistics include the call waiting time for voice interactions, chat or emails pending waiting time, as well as
the current maximum wait-time and average wait-time for callers waiting in this queue.
Managing internal interactions

Internal interactions are communications between agents and other people inside the company. These might
include direct calls from person to person in the company, or consulation, conference, and call transfers by an
agent while handling a voice, chat, or email interaction.
Supervisors might also use barge-ins or call monitoring to listen silently or communicate with agents and/or the
customer. See How do I monitor calls? for more information about call monitoring.

VCC Agent Desktop
How do agents transfer or conference interactions?
When transferring or conferencing a call, the agent can select a skill for the target agent. When calls are
transferred, they can be:
• A warm/consultation, or two-step, transfer
• A cold, or single-step, transfer
A warm transfer is when the originating agent remains on the call during the transfer, while a cold transfer is when
the agent transfers the call and is immediately disconnected from the call. The caller either connects to the target
agent or waits in queue until the target agent becomes available.
For information about consultation, conference, and transfer, refer to these topics in the Agent Desktop Help:
• Voice Call Interactions

• Chat Interactions
• Email Interactions
What are capacity rules?

Capacity rules govern how many channel interactions (voice, chat, or email) that an agent can handle at one time.
Agents will not receive new interactions from the routing engine if the following capacity rules are met:
Voice channel
Agents are ineligible to receive new interactions if they are already involved in:
• 1 voice interaction
OR
• 1 chat interaction
Chat channel
• 3 chat interactions
OR
• 1 voice interaction
OR
• 1 email interactions AND 1 chat interaction
Email channel

VCC Agent Desktop
• 1 interaction of any type (voice, chat, or email)

CX Builder
CX Builder
Important
What you see in CX Builder depends on your contact center and your role within it, so you might
not be able to do or see all the things covered in this topic. If you think you should be able to do or
see something you can't, check with your system administrator or account representative.
CX Builder is a unique point-and-click tool that allows you to build, deploy, and manage inbound IVR scripts for
voice, SMS, chat, mobile, and Business Intelligence (BI) applications. CX Builder enables you to set up your IVR to
handle self-service requests from customers and your ACD to handle assisted service requests if customers want to
speak to an agent during the course of the call.
Read the CX Builder Help and CX Builder Quick Start Guide for more information on how to use CX Builder, and
the Routing chapter for more information on routing configuration and strategies.

CX Analytics (Historical Reporting)

CX Analytics provides historical reporting. CX Analytics offers analysis of call data and insight into the performance
of voice, email, and chat applications, so changes can quickly be made to the contact center flow to increase
containment and customer satisfaction. CX Analytics delivers a comprehensive suite of reports for Self-Service
(IVR) and VCC through a single portal.
If you are a new customer, you are provided with a free 90-day trial of CX Analytics. Once this 90-day trial expires,
you have the choice to either purchase the CX Analytics reports or you are provided the four standard VCC reports.
See the CX Analytics Help for more information on VCC reports.
What are the VCC reports and dashboards?

See VCC Reports for details about Queue Activity, Queue Statistics, Agent Activity, and Agent Statistics reports and
dashboards:
How do I access the Standard reports?

Click the Standard Reports link on the bottom of the CX Analytics dashboard to access the collapsible standard
reports:

How do I access My Reports?

Click the My Reports link on the CX Analytics dashboard to access all saved and shared reports:

CX Analytics Reports Overview

CX Analytics provides reports for all channels: voice, chat, email, and multichannel (which includes all channels) for
increased reporting capabilities:
Multichannel reports include statistics for all channels to which the agent is assigned.

Adapters
Adapters
The PEC Adapters are a software solution that control the look and feel and behavior of other companies'
SoftPhones. SoftPhones act as a phone interface and lets you make calls over the internet using a computer or
another device. See PEC Adapter documentation for more information about the Adapters.

Channels
Channels
Media channels (voice, chat, and email) are the different methods that you use to communicate with customers and
others in your contact center.
Depending on your assignment or your contact center configuration, you might have all, some, or just one of the
channels available to you.
Voice
The voice channel lets you handle voice interactions (calls) with both internal and external contacts.
[+] Click to show section
Architecture
The main call flow architecture is:
1. An inbound call enters the IVR and executes the self-service logic.
a. The CX Builder VoiceXML (VXML) application is executed.
• When this call needs to be sent to the ACD (the caller requests assisted service), the IVR queues the call on the IVR and
signals the Genesys SIP Server for routing instructions.
a. The IVR sends the call data to the Genesys SIP Server using the new ACD Voice page within CX Builder and initiates
a routing request to the ACD queue.
• The call data is received at the Routing Point on the SIP Server.
a. ACD executes the routing strategy associated with the Routing Point.
b. The routing strategy determines how to route the call, using the data passed from the IVR — for example, if while the
caller was in the IVR and selected Support, the call is routed to an agent that has a Support skill.
• Once an agent becomes available:
a. SIP Server dials the phone number of the targeted agent and the call is routed to the selected agent.
b. VCC Agent Desktop receives the information about the call.
• The agent can control the call (for example, a transfer or a conference call) using the call control functions of VCC Agent
Desktop.
• The information about all call and agent state changes is written into the historical reporting.
Call Flow Example

An example of the call flow can be:

Channels
1. An inbound call enters the IVR and executes the self-service logic.
2. When the caller selects an option for assisted service, the call is then moved to a call queue where the caller hears a
treatment/music until the call is sent to an agent.
3. The IVR sends a routing request and the attached data to the Genesys router/SIP Server.
4. Once an agent becomes available, the Genesys router/SIP Server responds with a selected agent:
a. The call data and a call ringing message is then sent from SIP Server to VCC Agent Desktop, notifying the agent
of the incoming call.
b. The call is then sent to the agent's phone.
The image below displays a high–level depiction of the integrated SIP Server and IVR:
Configuring the IVR

The IVR call flow is configured using CX Builder. When a call flow requires assisted service, the system uses a
Voice Page of the type ACD Page:

Channels
The ACD Page provides the interface between the interactive voice response (IVR) and
the automatic call distributor (ACD). All objects within the ACD Page are ACD
Page–specific, meaning that their objects only apply to the specific ACD Page and are
not shared across the ACD Pages and/or sites.
Chat
Chat is an add-on media channel option available for the the inbound voice contact center, but it's not visible until
activated. Chat lets you handle chat interactions with both internal and external contacts. Chat is part of the
eServices channels along with Email.

Channels
See the How do I configure Genesys Webchat? and What are Chat widgets? topics for more information.
Overview
VCC connects to the customer’s corporate web server and allows their clients to chat with contact center agents.
Agents use VCC Agent Desktop to handle email interactions, but you can view the chat statistics in VCC
Dashboard.
The VCC chat functionality allows website visitors to chat with VCC agents, which:
• improves customer service (agents can handle three times more chat interactions than voice interactions)
• enables live interaction and updates for instant customer satisfaction

Channels
Activating Chat
Since this option is not automatically deployed to all customers, a Production Support (PS) ticket must be submitted
to Genesys Customer Care that includes the following information:
• The customer user name and Subscriber ID.
• The choice of media channel(s), which can be:
• chat only
• email only
• both chat and email
• The publicly accessible URL where the chat widget will reside. If your URL differs from the usual domain host and port,
for example, sales.mycompany.com:80, you need to supply the full protocol (HTTP or HTTPS) and the hostname
(domain and port).
• The company name as it should display in the chat transcript (this display only works if the chat end user provides their
email address at the start of the chat).
Configuring Chat
Genesys Webchat is the interface that the web site visitor uses to initiate and perform chat actions. Chats are
configured using the Genesys Webchat page to:
• configure your chat Genesys Webchat options
• configure the chat entry form
• change the language of the chat widget
Keep in mind
• a chat widget is provided to install on the client’s website
• each chat widget must have a skill assigned for routing and can be modified by the client for a specific look and feel
• the client can see when an agent is typing and can initiate and end a chat interaction
• the client is notified of agent availability with the following messages:
• an agent will be with you shortly
• an agent is available and connecting
• an agent is connected
• if a contact center doesn’t support 24 hour chat availability, the web site must provide the supported hours
See the How do I configure Genesys Webchat? topic for more information.
Reports
The following CX Analytics reports are used for viewing chat statistics:

Channels
Queue Activity – Time
Queue Statistics – Day

Channels
Agent Activity – Day

Channels
Agent Statistics – Day
Chat FAQ
Here are answers to some common Chat questions:
Question Answer
Agents can view and update the current contact when
they have an active interaction. Agents can’t access
How is the contact history managed?
history when no contact is present. Supervisors and
administrators currently have no access to contact history.
Notes for voice and eServices are handled differently:
• Notes for calls are reported through CX Analytics

How are call notes managed?
• Notes for eServices are stored in Contact History and
can be viewed by agents
There isn't any Standard Response Library. Agents must

Is there a Standard Response Library (SRL)? manually type in all their responses and can’t refer to a
library of available responses.
These is only one auto-response per channel for the
entire system:
Are there any auto-responses? • all chat customers must use the same auto-response
• all email customers must use the same auto-response

Channels
Question Answer
All agents are enabled for chats and emails when the
customer/subscriber is enabled for these channels. If
customers don’t want agents to handle these types of
interaction, they'll have to train agents not to change their
agent status to Ready for these channels. Agents, who
are in the Ready status for these channels and who are
How are agent channels managed?
not assigned the appropriate routing skill for these
channels, can still receive over-flow chat and email
interactions. When the maximum value for the Skill
Timeout variable expires, all agents, regardless of their
skill, available for the interaction are routed to this
interaction.
Supervisors have no way to view which specific agents
are handling eServices interactions.
• there is no supervisor control to change chat or email

statuses
Is there any agent or skill level monitoring?
• there are no chat or email skill objects in VCC
Dashboard for supervisors to view the statistics
• there is no supervisor listen-in for chat or email
Capacity rules are set the same for all customers and are
not configurable. If you want to give any suggestions on
Are the capacity rules configurable?
how you would like these rules to be set in the future,
please open a ticket and provide us with the details.
There is limited Toast and Case data available for
eServices interactions. The Toast and Case date that is
Is Toast and Case data available with chat? provided is the same for all customers. Currently, Toast
and Case data isn't configurable by customers, nor can
specific configuration be provided to customers.
The Contact History database is not encrypted. However,
Is there Contact History Storage Encryption? contact and history data are encrypted while in transit.
Connections must be made through SSL or HTTPS.
Spell checking is supported by the browser. eServices
Is spell checking supported? uses the browser that the agent is using to perform spell
checking.
The eServices channels are not considered as secure, so
Is the eServices channel secure? sensitive information must not be sent using these
channels.
A customer can install multiple chat widgets on their
website(s). There can be only one skill per widget. The
Can you have multiple chat widgets per customer?
widgets are static, meaning they'll always be visible even
when no agents are available.
Customers can't configure nicknames for chat agents.
Can you configure nicknames for chat agents?
The agent chat name is their email address.
Transcripts are automatically provided if the chat client
enters a valid email address when filling out the chat form.
Are chat transcripts provided to chat clients?
Chat transcripts are available to agents though Contact
History.

Channels
Email
Email is an add-on media channel option available for the the inbound voice contact center, but it's not visible until
activated. Email lets you handle email interactions with both internal and external contacts. See the How do I use
the Email Accounts view? and What are Email widgets? topics for more information.
Overview
VCC connects to the customer’s corporate email server and and pulls email messages from the account that is
configured within VCC. Agents use VCC Agent Desktop to handle email interactions, but you can view the email
statistics in VCC Dashboard.
With the VCC chat functionality:
• agents can continue to use the same VCC Agent Desktop with similar controls
• routing continues to be based on skills
• reporting continues to be based on CX Analytics
Activating Email
Since this option is not automatically deployed to all customers, a Production Support (PS) ticket must be submitted
to Genesys Customer Care that includes the following information:
• The customer user name and Subscriber ID.
• The choice of media channel(s), which can be:
• chat only
• email only
• both chat and email
• the email server IP address
• the email server port number

Channels
• the company name as it should display in the email message's signature block
Configuring Email
The Email Accounts view found under the Settings tab in VCC Dashboard can be used to configure multiple email
accounts for routing email interactions to agents:
This view can be used to:
• add multiple email accounts

• edit an email account
• delete an email account
• specify your search by filtering for items, such as a port number or a skill
• sort through items, such as routing skills and ports
See the How do I use the Email Accounts view? topic for more information.
Keep in mind
If you're using Google for your email account, see the Configuring your Google email account section.

Channels
Reports
The following CX Analytics reports are used for viewing email statistics:
Queue Activity – Time

Channels
Queue Statistics – Day

Channels
Agent Activity – Day

Channels
Agent Statistics – Day
Email FAQ
Here are answers to some common Email questions:
Question Answer
Agents can view and update the current contact when
they have an active interaction. Agents can’t access
How is the contact history managed?
history when no contact is present. Supervisors and
administrators currently have no access to contact history.
Notes for voice and eServices are handled differently:
• Notes for calls are reported through CX Analytics

How are call notes managed?
• Notes for eServices are Contact History and can be
viewed by agents
There isn't any Standard Response Library. Agents must

Is there a Standard Response Library (SRL)? manually type in all their responses and can’t refer to a
library of available responses.
These is only one auto-response per channel for the
entire system:
Are there any auto-responses? • all chat customers must use the same auto-response
• all email customers must use the same auto-response

Channels
Question Answer
All agents are enabled for chats and emails when the
customer/subscriber is enabled for these channels. If
customers don’t want agents to handle these types of
interaction, they'll have to train agents not to change their
agent status to Ready for these channels. Agents, who
are in the Ready status for these channels and who are
How are agent channels managed?
not assigned the appropriate routing skill for these
channels, can still receive over-flow chat and email
interactions. When the maximum value for the Skill
Timeout variable expires, all agents, regardless of their
skill, available for the interaction are routed to this
interaction.
Supervisors have no way to view which specific agents
are handling eServices interactions.
• there is no supervisor control to change chat or email

statuses
Is there any agent or skill level monitoring?
• there are no chat or email skill objects in VCC
Dashboard for supervisors to view the statistics
• there is no supervisor listen-in for chat or email
Capacity rules are set the same for all customers and are
not configurable. If you want to give any suggestions on
Are the capacity rules configurable?
how you would like these rules to be set in the future,
please open a ticket and provide us with the details.
There is limited Toast and Case data available for
eServices interactions. The Toast and Case date that is
Is Toast and Case data available with chat? provided is the same for all customers. Currently, Toast
and Case data isn't configurable by customers, nor can
specific configuration be provided to customers.
The Contact History database is not encrypted. However,
Is there Contact History Storage Encryption? contact and history data are encrypted while in transit.
Connections must be made through SSL or HTTPS.
Spell checking is supported by the browser. eServices
Is spell checking supported? uses the browser that the agent is using to perform spell
checking.
The eServices channels are not considered as secure, so
Is the eServices channel secure? sensitive information must not be sent using these
channels.
• Agents have workbins in VCC Agent Desktop
• Supervisors can't see agents' workbins

Are there workbins?
Currently, there isn't any automated escalation of workbin items. If an
agent goes on vacation and emails are in their workbin, these items are
stranded until the agent returns.
Are attachments supported? Email attachments are not supported.

Channels
Question Answer
Any existing email is pulled into VCC, so make sure your
What about my currently existing email account? inbox is empty, or at least cleaned out of emails that you
don't want to process.

Routing
Routing
This topic provides a general overview of call routing and eServices routing.
Refer to the CX Builder Help for detailed information on how to configure routing with CX Builder.
Call Routing
You can control call routing by using IVR call control variables and skill proficiencies.
Before the ACD routing logic can be defined, the IVR routing logic must be completed so queues can be identified
and provisioned in the ACD. The provisioning of the ACD queues is done on the IVR using the ACD Page in CX
Builder, which automatically generates an associated queue (Routing Point) on the ACD queue.
The ACD routing logic consists of two main categories:
• Queue logic — ACD call flows for each queue are defined in the IVR. There is a one-to-one association of the IVR
ACD Page to the ACD queues.
• Transfer logic — Routing points are established to allow agents to transfer calls according to skills.
Queues
As part of the contact center creation, a Main Queue is created on the ACD. This queue allows all calls and
associated data for the customer to be passed between the IVR to the ACD queue. Calls arriving on this queue are
routed to a customer-specific queue.
In addition to the Main Queue, additional customer–specific queues are required to route calls to desired agents.
These customer-specific queues are associated to the individual ACD Pages created for the user’s voice site(s).
These queues are automatically created when an ACD Page is created and are named the same as the ACD
Page. The image below depicts the design and shows the associated routing points and strategy.

Routing
Strategies
There are two routing strategies provided for the assisted service routing logic:
1. The Main Queue uses a strategy that simply redirects the calls from this main queue to the appropriate user queue.
This strategy is loaded when a new user is created.
2. The user-specific queues employ the advanced skills routing strategy. This strategy is driven by the variables defined
on the IVR. This strategy is loaded when the ACD Page and the associated ACD queue is created.
Refer to the following topics for more information on routing logic:
• ACD Queue Routing Strategies
• Transferring Calls to Skills
eServices Routing
This section provides details about how chats and emails are routed from the queue to an agent.

Routing
Chat
Chat requests are sent to the skill defined in the chat client. If the chat request is not answered in 90 seconds, the
chat is routed to any agent in the Ready status for the Chat channel. If the chat request is still not answered after
180 seconds, the chat interaction is returned to the original skill for routing and is repeated until answered.
Email
Email is sent to the skill defined in the email configuration for the inbound email address (see the How do I use the
Email Accounts view? topic for more information). Email routing uses the following process:
1. For the first 72 hours, email requests are routed only to agents who have the defined skill and a skill proficiency of 5.
2. After 72 hours, the email request is routed to any agent in the Ready state for the Email channel.
If an additional 72 hours passes after Step 2 and the email request is still not answered, the request returns to the
original skill for routing and the above process repeats until the email request is answered.

Routing ACD Queue Routing Strategies
ACD Queue Routing Strategies

This topic describes how the ACD queue uses defined routing strategies to pass variables from the IVR and control
the call flow.
Basic Routing
The basic routing logic (not using proficiencies) is a simple skills-based routing where the agent is selected based
on the skill passed to the strategy and is also based on the following call delivery options:
• Round Robin — Selects an agent and then sends calls to all other agents before repeating.
Important
The Round Robin statistic resets after 60 minutes inactivity. As such, in low-volume contact
centers, this routing method might result in one agent receiving more calls. Consider the following
scenario with two agents using Round Robin routing:
• Agent 1 receives a call. Within 60 minutes, another customer calls. This second call is routed to
Agent 2.
• Agent 1 receives a call. After 60 minutes, another customer calls. This second call is routed to
Agent 1, because the Round Robin statistic reset after 60 minutes of inactivity.
• Most Idle Agent — Calls are sent to the agent that was waiting the longest (the Longest Wait Time statistic is used for this
routing logic).
• Least Utilized Agent — Calls are sent to the agent that has answered the fewest number of calls per time-logged-in (the
statistic formula used for this routing logic is: Talk Time / Total Login Time).
This routing uses the following logic:
1. Receives the following variables from the IVR:
• skill
• skill timeout
• Max timeout
• algorithm
where:
a. The skill timeout variable is set so that after the skill timeout expires, the skill level is reduced by 1 before the
next routing attempt is made. Once the skill level reaches 1, the call is routed until the total timeout expires.

b. The Max timeout variable is used to set the time-out (wait time) value for this skill. Once this time-out value is
reached, the strategy returns control of the call to the IVR.
c. The algorithm variable determines which delivery method the calls follow:
• Round Robin
• Most Idle
• Least Utilized
2. The logic verifies that agents with the appropriate skill proficiency are logged in. If no agents with this skill proficiency
are logged in. the control of the call is returned to the IVR.
3. The caller waits for a selected skilled agent while hearing the wait music.
4. If an agent becomes available, the caller is connected to that agent.
5. If the time-out is reached, the caller is sent back to the IVR.


Advanced Routing
Advanced skills routing is required to support routing calls using skills proficiency. Using this method, you can
manage your ACD queues and agents by allowing calls, which are not quickly handled by the primary agents, to be
sent to secondary or tertiary agents, who might not be fully utilized.
This routing logic uses the following strategy:
Skills are provisioned with a proficiency of 1 to 5 stars, where 5 stars is the most proficient.
The advanced skills routing strategy includes the follow routing blocks:
1. The strategy receives variables from the IVR.
2. This routing logic verifies that the agents with an appropriate skill (skill) are logged in. If no agents with this skill are
logged in, then the control of the call is returned to the IVR.
3. The logic uses the skillLevel variable to determine which block the strategy uses as the highest level proficiency
block. If this variable value is 2, then the strategy goes to block 4 and executes the routing logic from there. If the
variable value is 5, then the strategy goes to the first block and executes the routing logic from there.
a. Block 1 routes the calls to agents with a skill proficiency equal (=) to 5. The call waits for the skillLevel
variable to determine which block the strategy uses next and then moves to block 2. This routing block routes to
primary agents only.
b. Block 2 routes the calls to agents with a skill proficiency greater or equal to (>=) 4. The call waits for the
skillTimeout variable to determine which block the strategy uses next and then moves to block 3. This routing
block routes to the primary and secondary agents.
c. Block 3 routes the calls to agents with a skill proficiency greater or equal to (>=) 3. The call waits for the
block routes to the primary, secondary and, tertiary agents.
d. Block 4 routes the calls to agents with a skill proficiency greater or equal to (>=) 2. The call waits for for the
block expands the agent pool to four different levels of agents.
e. Block 5 routes calls to agents with a skill proficiency greater or equal to (>=) 1. The call waits for the
skillTimeout variable value to be reached and then rejects the call and returns it to the IVR.


Routing Transferring Calls to Skills
Transferring Calls to Skills

The following sections describe the logic used when an agent transfers a call to a skill.
Variables Strategy
This strategy consists of the following variables:
• Target Type – When an agent wishes to transfer to a skill, VCC Agent Desktop passes the target type as a variable to
the strategy. This variable is named targetType and it defines the type of target to which the agent wishes to
transfer the call. In skill transfer scenarios, this target is always of typ, skill.
• Target ID – When an agent wishes to transfer to a skill, VCC Agent Desktop passes the target ID as a variable to the
strategy; this variable is named targetId. In this scenario, the target ID is the skill that the agent selects.
• Target Location – When an agent wishes to transfer to a skill, VCC Agent Desktop passes the target location as a
variable to the strategy; this variable is named targetLocation. This variable contains the name of the Statistic
Server from which the target state (Ready/Not Ready) is provided.
• Transferring Agents – When an agent wishes to transfer to a skill, VCC Agent Desktop passes the transferring agent
as a variable to the strategy; this variable is named transferringAgent. This variable contains the User Name of
the transferring agent.
Basic Routing Strategy

The routing strategy steps are as follows:
1. An attempt is made to route to an agent with the assigned skill.

2. The strategy waits indefinitely.
3. If no agent answers, returns the call to the transferring agent.
4. The transferring agent then regains control of the call.

Routing Transferring Calls to Skills

Call Recording and Data Retention Transferring Calls to Skills
Call Recording and Data Retention

CX Builder helps you to archive customer-to-agent conversations to help assure that agents provide excellence in
customer service. For more information on how to enable and use call recording, refer to the CX Builder Help.
Overview
General Functionality
• Calls can be recorded, searched, and played back
• Calls can be retrieved through CX Analytics
• Encrypted recording is not supported and can only be implemented via a Professional Services (PS) engagement
Inbound Calls
• Ability to play the following call recording consent announcement: Your call is being recorded for
quality purposes
• Ability to record the IVR and assisted-services portions of call, which is stored in one voice file
Unsupported Features
• Notification tones
• Ability to stop the recording at the point where a call is transferred to a third party
Data Retention
Data retention determines the persistent data and call recording guidelines for meeting the conditions for data
archiving.
The following CX Builder components use data retention:
• Application Data (Voice Sites) — Users can have an unlimited number of applications. The data is stored for the life
of the customer.
• Data Files — Users can have an unlimited number of data files. Data files are stored for the life of the customer, and
are limited to 50,000 rows.
• Call Recordings — All call recordings are stored for 30 days from the day the call was recorded. Additional time can
be purchased for up to 90 days.

Call Recording and Data Retention Transferring Calls to Skills
• Voicemail/audio capture recordings — All voicemail/audio capture recordings are stored for 30 days from the day
the file was recorded. Additional time can be purchased for up to 90 days.
• Call History Report — The call history report is a real-time log of call activity. Call history report data is stored for 90
days from the day the call was placed. Call variable data is available in the exported Call History report for 20 days
from the day the call was placed.

VCC Documentation Resources and Contacting Genesys Customer Care Transferring Calls to Skills
VCC Documentation Resources and Contacting

Genesys Customer Care
Do you need more information about the VCC solution? The following documentation might be able to help you:
• The VCC Release Note gives you all the information about new features, modifications, or any known UI behaviors/
limitations.
• The VCC Dashboard Help gives you the information that you need to use the VCC Dashboard application.
• The VCC Agent Desktop Help gives you the information that you need to use the VCC Agent Desktop application.
• The CX Analytics Help gives you the information that you need to use the CX Analytics' VCC historical reports.
• The CX Builder Help gives you information on how to use CX Builder.
• The Gplus Adapter for Salesforce Help gives you the information that you need to use the Gplus Adapter for
Salesforce application.
• The VCC CTI Adapter for Salesforce Help gives you the information that you need to use the VCC CTI Adapter for
Salesforce application.
• The VCC CTI Adapter for Zendesk Help gives you the information that you need to use the VCC CTI Adapter for
Zendesk application.
• The VCC CTI Adapter for NetSuite Help gives you the information that you need to use the VCC CTI Adapter for
NetSuite application.
Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care
website.
Contacting Genesys Customer Care for the Cloud

Need additional assistance with using your Genesys Cloud solution? We’re happy to help. Just contact us using
one of the phone numbers listed on the following page: Cloud Contact Phone Numbers.

PEC Solution Guide: Premier Edition Cloud Current

Transféré par

Informations du document

Titre original

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

PEC Solution Guide: Premier Edition Cloud Current

Transféré par

Droits d'auteur :

Formats disponibles

PEC Solution Guide

Premier Edition Cloud Current

Premier Edition Cloud Solution Guide

About This Solution Guide

Getting Started Components

Getting Started with PEC VCC Dashboard

PEC Components VCC Agent Desktop

Hardware and Browser Support CX Builder

Routing Call Recording and Data Retention

PEC Solution Guide 3

What is Premier Edition Cloud?

What Can I Do With PEC?

1. answering incoming calls

2. obtaining information and instructions from a database

The IVR functionality consists of the following Genesys components:

1. determining the best way to handle the call

The ACD functionality consists of the following Genesys components:

• VCC Agent Desktop (UI)

• VCC Dashboard (UI)

PEC Solution Guide 4

• Genesys Chat Server

• Genesys Email Server

• Management Framework Components

• Media Server (MCP)

• Universal Routing Server

Supported Hardware and Browsers

• Microsoft Internet Explorer 10 for VCC Dashboard

• Google Chrome 38+

• Mozilla Firefox 34+

PEC Solution Guide 5

• VCC Dashboard — 0.12 megabits (Mbps) per second

• VCC Agent Desktop — 0.08 megabits (Mbps) per second

Statistical Data Refresh Rates

Statistics Information Refresh Rate

Changes to queues caused by the creation or deletion of an ACD Page

Refreshed every 5 minutes, but changes only when a skill is created,

The list of skills in the contact center Important

PEC Solution Guide 6

Getting started with PEC

• create your ACD Administrator (First User) account using CX Builder.

• create your agents and other users using VCC Dashboard.

• have agents log in to Agent Desktop.

Creating an ACD and IVR

Creating an ACD Administrator Account

What is an ACD Administrator?

PEC Solution Guide 7

Where Do I Create This Account?

Creating and Managing ACD User Accounts

• the Dashboard and Users views in VCC Dashboard.

• the Dashboard, Users, and Settings views in VCC Dashboard.

PEC Solution Guide 8

Logging In to Agent Desktop

PEC Solution Guide 9

You can use this view to:

• view the Queue and Skill Service Levels

PEC Solution Guide 10

In this view, you can do the following (depending on your role):

• view the call status of your team members at a glance

• add new users

• assign skills and proficiencies to users

• use the Manage User dialog box to manager user information

• change the User table display

• search for user information