Series: Contact center enablement

Because your responsibilities include user acceptance testing, create uses cases as part of your project preparation. Use cases are scenarios that capture the way a customer interacts with your organization, and the way you interact with technology and processes to address requests from your customers. These cases ensure that you identify all your system requirements, and later configure, test, and deploy them. Formatted into a template of standard elements, a use case includes a set of possible sequences of steps between systems and users (internal and external) using Genesys Cloud.

Ensure that your use cases focus on the tasks a user and customer wants to accomplish with the help of the system, and therefore relate to the user’s business processes. End user and contact center team input is critical — these users have the most insight into the new technology performance and how it impacts the customer experience.

Questions

Discuss the following questions with your team:

  • Is the project team familiar with the use case methodology approach, or do they require some education in creating use cases? Let your Genesys Project Manager know if your team is not familiar with this approach. Determine if the team needs an introduction to the process of identifying and documenting use cases.
  • Are the right people involved in identifying, writing, and validating use case scenarios? Since you configure your system based on use cases, it is critical that they accurately reflect your desired customer experience. Are your current and future processes and requirements documented? Who manages this process, and when? If you have not recently evaluated your processes, or if this wasn’t part of the selection phase, then have your internal project team clearly define the current and future state. These conversations can be lengthy, but it’s important to give your team time to focus on processes and determine the details of future requirements early in the process.

Actions

Take the following actions before moving forward:

Preparation Assigned to Complete date
Spend some time learning about use case methodology and agile software development, which is the approach used at Genesys.
Gather all existing process documentation, call flows, IVR maps, use cases for integrated technologies, your customer experience strategy, reports, key performance indicators, and other goals and measurements. Review this documentation and determine what needs updating or if it contains gaps. Assign responsibility for documenting “as is” and “to be” processes, call flows, and IVR maps to the most knowledgeable, qualified resources.

Use case example

Use Case Name: IVR Authentication

Identifier: UC 17

Description: Authenticate an inbound help desk caller in the IVR pops.

Preconditions: The caller must have a valid profile in the CRM system.

Postconditions: The system uses authentication information to prioritize some calls, route calls to an agent based on the customer’s product, and pop a fully authenticated screen pop to the agent. This action eliminates the need for further authentication.

Basic Course of Action

  1. The caller dials the main help desk number.
  2. When the caller reaches the IVR, if they select the “new issue” or “existing issue” prompts, they receive a request to enter their account number using the keypad. [Alternate Course A]
  3. The system verifies the entered number against the CRM database. [Alternate Course B]
  4. The customer receives a request to enter a PIN number. [Alternate Course C]
  5. The system verifies the entered PIN number against the CRM database. [Alternate Course D]
  6. The system routes the call to a help desk agent who is skilled in the customer’s registered product.
  7. The system routes premier customer callers with priority.
  8. A screen pops to inform the agent that the caller is fully authenticated and requires no further authentication.

 Alternate Course A: The caller does not have an account number.

  1. The caller chooses “I don’t have my account number” from the IVR menu or presses “zero” in the IVR. 
  2. The system routes the call to the “general” help desk queue, which qualifies, authenticates, and manually routes it to the correct workgroup or agent.

Alternate Course B: The caller enters an invalid account number. 

  1. The system prompts the caller twice to enter the account number.
  2. After two mistaken attempts, the system plays the message, “We are unable to verify your account information. Please hold while we route your call to a help desk agent.”
  3. The system routes the call to the “general” help desk queue, which qualifies, authenticates, and manually routes it to the correct workgroup or agent.

Alternate Course C: The caller does not have a PIN number.

  1. The caller chooses “I don’t have my PIN” from the IVR menu or presses “zero” in the IVR. 
  2. The system routes the call to the “general” help desk queue, which qualifies, authenticates, and manually routes it to the correct workgroup or agent.

Alternate Course D: The caller enters an invalid account PIN. 

  1. The system prompts the caller twice to enter the PIN number.
  2. After two mistaken attempts, the system plays the message, “We are unable to verify your account information. Please hold while we route your call to a help desk agent.”
  3. The system routes the call to a help desk agent who is skilled in the customer’s registered product with a screen pop that shows the validated company name. The agent then manually authenticates the caller’s account information.
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