Comprehensive Guide to Configuring Contact Center in Genesis Cloud

hey there welcome back to the Genesis Cloud administrator training course module 4 will dive into the contact

center section let's get started we will be creating and configuring cues as well as configuring utilization and

canned responses we will also create wrap-up codes and agent scripts in addition we will also cover the rest of

contact center not specifically called out here cues are the waiting lines of

interactions contact center queue settings include creating and managing cues for voice and chat channels for the

entire organization under contact center within the admin interface you will click on cues the

manage cues page opens you will notice there are columns with basic information for each queue under name is the name

that you give the cues that you will create peer ID is a unique ID that can be used

to identify the queue from an external platform peer ID is most commonly used to synchronize cues from an external

platform in an organization using the Genesis Cloud ex product once created the peer ID cannot be updated

you will decide what routing method you want for each queue after creation and when you configure predictive routing

uses AI to match agents and interactions it drives improvements in your selected key performance indicators without

manually configuring rules and routing interventions turning on and configuring this goes much further than this course

will cover but there are step-by-step guides that can assist in setting this up

since cues are division aware you are able to segment cues to a specific division for example if you wanted your

finance and support lines of business separated you could create a finance and support division spliting the user's

cues groups into separate divisions the members column just shows how many members are part of the queue the three

vertical dots allows you to edit or delete the queue let's go ahead and create a cue by selecting create queue a

side panel should pop out on the right side add a name that wants that queue to have

select the division you would like to put the queue in if you haven't created the divisions yet or will only have the

default one select that cues can always be added or moved to another division later on

if you are creating different cues but want the same settings in members you can select the drop down and select the

queue you would like to copy finally you can create a peer ID in there like explained earlier that is for an

external system this is not a required field click save when you are ready to create the queue

once the queue is created and shows up in the manage cues panel click on the name of the queue you would like to

configure this opens the queue where there are several different settings you can configure

within the general tab you would be able to change the name or add a description as explained in a previous section you

can set a peer ID during the initial creation of the queue within the division drop down is where you can

select a different division click the after call work list and select one of the following after call

work options optional allows agents to opt out of selecting a wrap-up code after a call

this feature is useful if your organization does not use wrap-up codes in your agents do not need after call

work time the mandatory discretionary option enables agents to choose how long to

remain in after call work status in this case they will set their status back to available when they complete

after call work the mandatory time boxed option sets the maximum amount of time that agents

remain in the after call Work state to complete after call work if they finish after call work early they can change

status to receive new interactions or automatically become available at the end of the time specified

the mandatory time box no early exit option prevents Agents from setting themselves back to available if they

complete after call work early they remain an after call work status and automatically return to available status

at the end of the timeout period this feature is useful to give agents a cool down period between interactions

the agent requested option needs agents to specifically make a request for after call work before they disconnect the

interaction in the after call work time on field set the time that the agent's half or after

call work before they receive more interactions the maximum number that you can enter here is 900 seconds this

timeout period applies only to voice interactions to apply the timeout period to other channels such as chat email

message and callbacks enable enforced communication level after call work to enable manual assignment for a queue

enable the enable manual assignment checkbox within the routing tab is where you will

configure how you want the interactions to wrap underscoring method choose how to score the waiting interactions for

ranking when interaction Surplus scenario exists and an agent becomes available the interaction with the

highest rank routes first based on the routing method and evaluation method that you specify conversation score is a

combination of time in queue in minutes plus or minus a priority value in minutes for example if a call waits in a

queue for five minutes and has a priority of 10 the conversation's score is 15. this value increases by one for

each minute of wait time priority score is the priority value assigned by Genesis cloud

under routing method select which routing method you want to use Genesis Cloud ACD uses a q's routing method to

determine how to match interactions in agents the routing method determines which routing Behavior to use

skills-based routing methods also use the evaluation method to determine how Genesis Cloud processes skill requests

for interactions standard routing routes interactions to the next available agent and considers

skills as specified by the evaluation method predictive routing route interactions based on AI analysis that

discovers the best available match between an agent and specific interaction preferred agent routes

interactions to a pool of preferred agents first bullseye routing routes interactions to a targeted Sub-Q of

Agents with specific skills and if no agents are available it relaxes the requested skills based on the Queue

configuration to expand the pool of Agents conditional group routing routes interactions to dynamically expanded

pool of Target group of Agents shared between different cues based on the rules set the rules ensure that the kpi

targets of the other queues are not compromised during the routing process for skills-based routing methods agent

profiles include ACD skill tags to indicate an agent's areas of expertise and knowledge a skill rating indicates

the level of proficiency for each agent ACD skill Genesis Cloud uses agent skills and ratings for some ACD routing

methods for best available skills ACD considers the 100 agents with the longest time since last interaction of

those agents ACD finds those with all of the required skills and the highest average skill proficiency from those ACD

selects the agent with the longest time since last interaction all skills matching selects the agent who has all

of the required skills with the longest time since last interaction disregard skill next agent selects the agent with

the longest time since last interaction skills are not considered in the members tab is where you will add users or work

teams you cannot add both to add a user click add user in the ad users box you can filter down by text division group

skill enter the value and in the space below the users will pop up select the user and press the add selected button

in the ad groups box you can filter down by groups only and skill groups only select which one you want to filter on

and enter the name in the space below the groups will pop up select the group and press the add selected button in the

wrap-up codes tab is where you will add the wrap-up codes that agents will use to wrap up their interactions

in a select wrap-up codes box begin typing the name of the code and then select the appropriate match from the

results in order to add wrap-up codes you must add them to the system first to add the wrap-up code to the queue click

the plus sign in the voice tab you will see the service level and service level Target

in seconds the service level percentage is the percentage of interactions that meet your contact Center's service level

Target the service level Target is the contact center performance statistics for example in the above it shows as 80

20. that means answering 80 percent of voice calls within 20 seconds use alphabetical numeric or alphanumeric

combinations to set up the caller ID display for outbound calls placed on behalf of this queue under calling party

name type the name you want to display for the call recipient under calling party number type the alphanumeric

combination you want to display for the call recipient under alerting timeout enter the number

of seconds for an alert to display before timing app under enqueue flow select a previously

defined architect in queue flow to set as the standard behavior for the queue this can also be set within the call

flow with an architect under default script select a published script to display when no default script

appears in the application for example architect or campaigns this can also be set within the call flow with an

architect under whisper audio setup options that let an agent know before connecting to

the caller as to which cue the caller entered to play whisper audio only for agents who have Auto Answer enabled by

the administrator select only play whisper audio if agent is configured for auto answer if no whisper prompt is

configured on the Queue or in the architect flow an auto answer is enabled an audio tone plays to play whisper

audio for all agents select Play Whisper audio for all agents underwhisper prompt use search to locate the architect user

prompt you want to use for whisper audio the system displays the length of the prompt in seconds for each configured

language or any configured text to speech to allow voice recording while the caller is waiting in the queue

enable continue voice recording during Q8 when you disable this option recording is suppressed during the wait

time recording resumes when the interaction with an agent begins if this is a chat queue there are a few

options you can set under service level use the slider to select the service level percentages for this channel under

service level Target seconds enter the service level Target in seconds for this channel

under alerting timeout in seconds enter the number of seconds for an alert to display before timing out

under default script optionally select a published script to load if this queue will be receiving messages

then under service level use the slider to select the service level percentages for this channel under service level

Target seconds enter the service level Target in seconds for this channel enable auto answer to automatically

connect the interactions of this digital channel to the agent and alerting timeout to the incoming interactions is

not applicable in this case and therefore the option is not available to be set however agents receive an audio

alert when a new interaction is connected under alerting timeout in seconds enter

the number of seconds for an alert to display before timing out under default script optionally select a published

script to load in the enqueue flow area select a previously defined architect in queue message flow to set as the

standard behavior for the queue under outbound SMS number Select the appropriate SMS number to assign to the

message Channel if this queue will be receiving emails under service level use the slider to

select the service level percentages for this channel under service level Target in seconds enter the service level

Target in seconds for this champ under alerting timeout in seconds enter the number of seconds for an alert to

display before timing out enable auto answer to automatically connect the interactions of this digital

channel to the agent under outbound email address specify which email address to use for emails

sent from this queue under outbound email address select the appropriate email address the recipient sees when

receiving the outbound email under email domain select the appropriate domain from which to send the email address

under enqueue email flow select a previously defined architect in queue email flow to set as the standard

behavior for the queue under default script select a published script to display for email interactions

if there will be callbacks in the queue there are a few options you can set under service level use the slider to

select the service level percentages for this channel under service level Target seconds enter the service level Target

in seconds for this channel under alerting timeout in seconds enter the number of seconds for an alert to

display before timing out under set allow agents to take ownership you can toggle on or off if you enable agents to

take ownership of callbacks under agents can own a scheduled callback for use the up and down arrows to Define how long

the ownership period lasts the minimum time is one hour the maximum is seven days under agents can schedule a

callback in advance for use the up and down arrows to Define how far in advance agents can schedule owned callbacks the

minimum time is one hour the maximum is 30 days now that we have discussed cues we can

start adding ACD skills wrap-up codes and canned responses under contact center click ACD skills and languages

in the search bar is where you would search for a skill you are looking for from the category drop down list select

the category under which you want the skill to be organized languages for example would be an agent who speaks or

comprehends Japanese and can assist Japanese speaking callers skills for example would be if an agent

is highly competent in warranty specifications he or she can be a first choice when the system routes warranty

calls to agents when you select the category either the ad skill or add language box will be presented click on

it to add in the text box type the name of the skill you want to add and click save the

skill you created should now populate in the skills window to create a wrap-up code under contact

center click on create wrap-up code the add wrap-up code dialog box opens in the text box enter a unique wrap-up code

name the wrap-up code you created should now populate in the wrap-up codes window utilization defines the specific number

of individual interactions for example calls emails and chats that an agent can handle at any time across the various

media types that the platform supports also utilization settings Define which types of media can interrupt or visually

alert the Agents of other interactions they handle you can Define utilization at the organization level or down to an

individual agent level configuring utilization is simple under contact center click utilization the

manage utilization dialog box appears under maximum capacity specify the maximum number of interactions to allow

for each interaction type for example if you want an agent to work on up to four emails at one time then set the email

maximum capacity to 4. for voice media only and to ensure that ACD actions do not interrupt non-acd interactions

select the block calls when on a non-acd call excludes transfers check box the system does not include non-acd calls in

the overall ACD utilization count because they are internal not ACD calls under can be interrupted by specify the

interaction types that you want to allow to alert agents while they handle interactions already assigned to them

for example if you want to alert an agent of an incoming call while they currently handle a chat then click on

the chat row add voice click save to revert to the organization's default settings click

reset to system defaults organizations can use the email channel of digital interaction to trigger outbound emails

and to receive inbound email interactions the outbound emails can be used for campaign management or to

trigger agentless email notifications after the domain's dashboard comes up you will see that a subdomain has

already been created for you this allows you to redirect any email addresses you want to route to Genesis cloud of the

box from this dashboard you can add a new domain or edit or delete an existing domain

when adding a domain click add domain the add domain page opens choose your domain type Genesis Cloud custom

campaign or agent list under domain name add your fully qualified domain name and click save

after saving the email addresses dashboard opens this dashboard allows you to add email addresses to the newly

created domain click on add email address to add a new email address once the email address details window

opens before you add email addresses to The Domain be aware of the following considerations the address you add to

the from email address box must be an address configured in Genesis Cloud any addresses you add to the reply to in BCC

recipients carry over with the address that you specify in the from email address box the address you add to the

reply to address box overrides the reply to address the customer sees when replying to the original email

an agent cannot see or remove the email addresses you add to BCC recipients an agent can send an email up to 50

recipients the system considers the number of email addresses that you add to BCC recipients in that maximum number

when routing interactions to a queue the priority value set in architect is added to the duration of time and interaction

has been waiting in the queue in minutes in the email address box type the email address the customer uses to send an

email in the from name box optionally type the agent department or organization name

that appears to the recipient when a representative responds to an email in the from email address box type the

email address that the recipient sees when the agent responds to an email in the reply to box optionally type the

email address that appears when a customer clicks reply in response to an email from the Genesis Cloud agent under

BCC recipients type up to five email addresses that you want to blind copy to the email

under email history decide if you always never or want to let agent include email history with the agent responses

under enable multiple actions enable or disable multiple replies and forwards actions for the last email and the

thread under email routing if you choose to route to a queue click the cue list and choose the appropriate queue to

ensure that Associated emails route to an agent with matching skills in the skills box add any ACD skills to ensure

that Associated emails route to an agent with a matching language click the language list and choose a language in

the priority box optionally enter the email's priority if you choose to round to a flow under always route to this

flow select a flow from a list do not route us for outbound email only you can also select not to route to a queue or

flow to configure how to route email that the system suspect's spam under spam routing either select route spam

email to this flow and then select a flow from a list or select disconnect all email that is detected as spam to

apply an email signature automatically to the outbound email select use email signature

can responses are pre-written answers to commonly asked questions that agents can use during an interaction agents can

either read the response to a customer or insert the response into a message chat or email can responses save time

and ensure consistency rather than retype the same response you choose a previously composed response from a

library libraries organize responses by subject team or another classification that makes sense in your business a

library represents a set of standard responses that agents can use to answer a general category of questions

under contact center click on canned responses the libraries Page open up if you do not

have any libraries created it will let you know to start by creating a new library click on either link and let's

create our first Library the add Library window opens just enter your new library name and click save you

should now see the new library displayed after creating your new library you should now see a different view along

the left side you will see the libraries as well as the link to manage libraries to add a response click on the add

response button when the response window opens in the response name box type a meaningful name agents see this name

the library list already contains the library you selected in step 3. to specify a different Library click the

library name from this list for a standard response under response type enable standard in the content box

type the content of your message then click save for message templates WhatsApp business

customers can reply to inbound messages within 24 hours without a template message after 24 hours of receipt of the

original inbound message or to send a proactive outbound message WhatsApp business customers must use pre-approved

structured messages called template messages to contact their customers for campaign SMS templates the primary use

for outbound SMS campaign templates is for outbound SMS campaigns for campaign email templates the primary use for

outbound email campaign templates is for outbound email campaigns you create the message content here and then apply it

to any outbound digital campaign within contact center response assets allows you to add an image to canned

responses in order to upload a new image click upload a box pops up to your internal

computer file system select your image and open it click upload once uploaded you should see the image and details

now we can go back to the canned response you want to add the image to click the three horizontal dots and

select the image icon to insert an image you can insert from URL upload New Image or upload from

response asset Library click the image you uploaded now you should see the image in the body of the response click

save creating a widget allows you to add web chat to your website so that your

customers can chat with agents directly from their web browsers a deployment key created with each widget identifies your

website's configuration to Genesis Cloud use the deployment key when you add a widget to your website start by going to

widgets under contact center you can create multiple widgets for different purposes for example you could create a

widget to track a customer's Journey on your website and even prompt them to start a chat with predictive engagement

you can also create a widget that requires users to authenticate with your site before they can contact an agent by

using authenticated chat then create another widget to allow Anonymous users to ask general questions

click create widget enter a name and description for the deployment

select the appropriate version for your deployment in this Hands-On we're going to focus on version 2.

specify the domain or domains from which to initiate web chat by clicking the plus sign entering your domain and

clicking add to connect the widget to a chat flow search for and select a chat flow under

round to flow click save after clicking save you will notice that you now have a deployment key adding the

widget to your website is outside the scope of this course please get with the administrator of your website to deploy

within the contact center section analytics is used to configure the settings of the contact center analytics

choose the analytics settings appropriate for your contact center needs these settings affect the

calculations and metrics used in reports views and dashboards for abandoned intervals set the length

of each abandoned interval displayed in the abandoned intervals metrics view in column G and to the minimum number of

seconds on each column you can click and drag them to meet your abandoned needs something to note using the threshold

seen here abandoned calls greater than or equal to the lower limit but less than the upper limit of a column's

interval appear in that column for example a six second call and a 19.5 second call both count in a 6-20 second

column but a 20 second call counts in the 20-40 second column administrators can choose whether to include flowouts

short abandons or abandoned calls in their contact centers service level calculations

service level is visible in several cue based views and reports such as the q's activity summary View and qmetrics Daily

Report finally for short disconnect time set the length of the short disconnect time

for the flow's performance summary and detail views a short disconnect is when a customer disconnects from an architect

flow before the set amount of time in order to set a default panel manager for agent assist we need to create an

assistant and knowledge base we will first start by creating a knowledge base access to the knowledge workbench

homepage varies by region enter the URL as seen here replacing your Region's host with the appropriate Genesis Cod

region you will notice that the create article button is grayed out due to a knowledge base needing to be created so

let's go ahead and click create knowledge base the create a new knowledge base page opens add a name

language and description for the knowledge base click create the knowledge base opens to

the Articles page now the create article is able to be pressed go ahead and click the button

enter the question that a customer might ask such as what are your hours add your category and labels

within the content for the answer provide an answer that can either be read back to the caller or can be

populated in a chat a good example to answer the hours question would be we're open Monday through Friday 8 AM to 5 PM

eastern time once you are complete press save then press publish after closing you will notice your first

article has been created if you click the box to the left of the article you will notice you can assign a category or

labels and Export now on to creating the assistant to tie this together with the default panels

within contact center assistance is where you will go to create the tie between the knowledge base articles and

the panel manager agent assist pal something to note you will need to have a queue and existing knowledge base set

up prior to creating a new assistant after clicking on assistance click on new assistant to load the new

assistant window under name enter Genesis agent assist the knowledge suggestion engine

selection is currently unavailable select the language and the knowledge base click save

after clicking save the cues tab appears click on the assigned accused tab to pick which cues you would like to add

the new assistant to a panel will slide out from the right with the list of cues your organization

has you can search for a queue just click the box of the cues you want to add it to and click assign after

assigning you should now see them in your system when agents receive interactions the

interactions panel is set to show the profile panel by default as an administrator you can specify the

default panel for each agent interaction type using the panel manager to select the default panel for each interaction

type go to panel manager under contact center as you can see the default contextual

panel shows the different interactions you can set the default panels on we're going to review the voice panels

something to note all of the different interaction have the same default panels to choose from

Genesis agent assist helps agents to search for answers to customer questions Genesis agent assist is available on the

cxagent workspace and on the CX digital agent workspace as well during a conversation with a customer the Genesis

agent assist automatically offers answers to customer questions constantly searches the knowledge base and presents

the top suggestive articles in the Genesis agent assist pane although it can be assigned a voice agent assist is

most helpful with chat agent assist Google sikai provides the real-time transcription of a customer call and

knowledge suggestions that update automatically based on the context of the conversation

knowledge suggestions include FAQ or knowledge article recommendations that make agents more efficient and

knowledgeable agents no longer search for information by themselves and can focus on their discussions with

customers this feature makes them more productive and improves the overall customer experience to stream this

content to the agents agent assist Google CCI interfaces with Google Cloud using conversation profiles defined in

the Google Cloud agent assist Google sikai console your knowledgeable content is stored and indexed in Google Cloud

Storage within the default tab for agent interactions the Callback tab allows an

agent to schedule callbacks during a voice interaction when you set canned responses to default

you can use the canned responses during an interaction by either reading the response to a customer or by inserting a

response into a chat email or tweet defaulting to the customer Journey allows the agent to see a customer's

contextual Journey history when notes is set to default it will open so the agents have the ability to

make notes without having to click on the notes tab to make the notes the profile is the out of the box

default which attempts to match the phone number to any contacts within Genesis Cloud if no contact exists it

will allow you to create one while on the interaction making the wrap-up codes set to default

it displays the wrap-up codes available to the queue the interaction came in on script designers create instructions

called scripts to help agents process interactions scripts display editable records and directions to each agent

that handles a particular type of interaction scripts present agents with details about the caller or contact

often with fields for collecting or updating information properly designed scripts ensure consistent handling of

interactions under contact center click on scripts to get started out of the box there are not scripts created so in

order to add a script to a call Flow or queue we will need to create one click on create you can also import one from

one already created or from a different or type a name for the script a selection

of script templates displays templates are complete or partially complete scripts that you can base your new

script on the selection of templates includes templates that other people in your organization create choose a

template likescript is a blank script without any customizations the default callback script is the default script

that pops for callbacks use this script if you did not specify another script in architect to run in response to an

enqueue callback action the default inbound script is the default script that pops for inbound calls the default

outbound script is a default script for outbound dialing this script contains a control for updating contact list Fields

when you base a script on this template you must select a contact list in the scripts properties otherwise scripture

shows no edit fields in this Hands-On we're going to select the default inbound script also you will notice that

there are currently no user templates on the user templates tab click create after selecting your script the script

editor pops up where you can add components additional Pages variables and actions in this Hands-On we are

going to utilize the default data that is already displayed there are so many data depths components and variables

that can be displayed it will take entire course the basic build will get you enough to get started in order to

publish you will need to click script then click on Save after the script is saved you will need to click on script

again but this time click publish your script is now published and able to be added to call flows or queues one

additional thing you can do is click on create template from script a created template from a script box

appears give it a name and description and click create now let's go back to admin and click

script templates from the contact center section you should now see the template we just

created in the script templates you are able to select it and delete it there is also another tab labeled component

templates this is for components you build in the script editor that you want to make a template and reuse on other

Scripts to recap we walk through one of the most important sections of this course the

contact center we guided you through several Hands-On exercises including adding cues skills wrap-up codes and

scripts as our previous modules all step-by-step guides are attached to this module and can be downloaded through the

paid course Genesis Cloud contact center contains all of the features of collaborate and

communicate along with contact center services for integrating multi-channel routing outbound campaigns

speech-enabled ivr recording and quality management reporting and graphical scripting

on module 5 we will wrap up the people and permissions as well as the directory section that we started in module 3.

look forward to seeing you there