Make sure you know what’s happening in your call center

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Good morning, evening, and afternoon

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everyone. My name’s Josh Reed

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from the digital event team

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here at Genesys and I’ll be

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moderating today’s live demonstration for

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PureCloud. I’ll start by saying

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welcome and thank you all

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for joining today’s presentation titled

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Make sure what’s happening in

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your call center as we

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take a deeper dive into

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our summer innovations for PureCloud.

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So before we do get

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started, I want to cover

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a few housekeeping items. First

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off, if you experience any

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issues viewing or listening to

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today’s webinar, just refresh your

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browser or make sure that it’s up to

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date to support HTML five

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as this usually fixes any

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console issues that you may

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have. If you still continue

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to have those issues, maybe

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switch over to another browser

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like Chrome or Mozilla Firefox

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as these are the best

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browsers that support the webcast

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platform. You also have the

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ability to enlarge the slide

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window and the media player

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window at any time during

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the presentation by dragging the

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bottom right corner. Also, this

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demo is designed to be

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an interactive experience between you

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and our presenter today, so

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feel free anytime during today’s

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presentation to throw questions into the Q&

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A window in the middle

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of your screen and we’ll

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get to as many as

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we can with the time

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that we have remaining during

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our live Q& A at

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the end. Also at any

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time during this webcast, feel

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free to check out that

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resource box in the middle

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of your screen below the Q&

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A window. Clicking won’t take

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you away, so don’t worry

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about that. It’s just going

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to open up in a

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new tab in your browser.

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Also be on the lookout

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for the call to action

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window that’ll show up automatically

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at the end of today’s

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presentation where you can download

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the Summer Innovations Guide to

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expand on PureCloud. Also note

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that this webcast is being

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recorded, so if you miss anything

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during today’s demonstration, you will

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receive an on demand recording

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link via email from ON24

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so just be on the

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lookout for that. Lastly, we

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welcome and appreciate your feedback.

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We tailor these demonstrations to

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what you want to hear,

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so you will have the

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opportunity to fill out a

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short survey that will show

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up automatically at the end

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or it can be found

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on the second to last

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icon below. All right, so

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with all that being said,

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I’m actually going to go

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ahead and pass things off

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to the man of the

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hour here, Kenny Soalman. Kenny,

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why don’t you take it

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away, bud? All right. Hello

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everyone. My name is Kenny Soalman

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and today I will be

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giving you a demo of

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PureCloud. We’re going to go

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over three basic things today

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that go along with our

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summer innovations. We’re going to

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look at performance dashboards and

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wallboards. We’re going to do

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some agent performance views and

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then finally we’re going to

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take a look at IVR

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flow performances. So we’re going

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to take a look at

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a build out there and

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we’re going to look at

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things that we can do

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to maximize the effectiveness of

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your statistics for call flows

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in IVR. So before we

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do that though, I’m going

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to touch base on just

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some of the fundamental things.

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Just case you don’t already

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know. So PureCloud is an

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all in one unified communications platform.

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However, first and foremost it

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is a full omni- channel

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suite. So we cover all

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the channel types, including social

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media. I’m going to be

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doing this demo today in

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a web browser. So I

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am accessing PureCloud through Google

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Chrome. You can access it

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through Chrome, Firefox, Internet Explorer.

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You can actually even have

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an instance of it downloaded

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on your local. So I

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actually have one right here.

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This is my corporate instance.

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So we do use PureCloud

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here to communicate with one

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another. So we like it

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so much, that’s what we

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use for our UCPs. So

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additionally, I’ll be taking a

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demonstration through an inbound voice

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interaction. I’ll be using a

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WebRTC phone for that. So

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we do WebRTC, we also

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integrate with existing soft phones

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and hard phones. We also

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integrate with cell phones. So

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it does give you the

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capability of being… be able

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to work remotely as an

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agent if you wanted to

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do so. We are PCI

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compliant, we’re HIPAA compliance, we’re

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built in the cloud, AWS,

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and we are manage… is

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that when using PureCloud there

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are three basic views/ privileges

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and I’ll be taking on

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the hat and taking off

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the hat throughout the presentation

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of these three basic views,

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but I’m going to let

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every single time that I

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do it. So there is

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the agent view, there is a

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supervisor view and then there’s

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the administrator view. So agent

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with the least amount of

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privileges and supervisor is one

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up and then administrator is

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the one that pretty much

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takes care of everything. So

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I said the all one

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unified communications piece. So if

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you look over here on

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the left, now here I

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am as the agent, I’ve

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logged in, I have that

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agent hat on. I can

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come over here and I

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could communicate with anyone in

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my contact center. So if I

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wanted to mark someone as

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a favorite, I could do

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that. If I wanted to

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chat with someone specifically or

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have a group conversation, I

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could do that here. If

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I wanted to do a

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video chat, we have that

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capability as well. If we

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wanted to make a call,

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we have a dialpad here where

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we can actually make a

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call straight from this. This won’t

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necessarily be an ACD interaction,

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but you can initiate some

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conversations from here. We also

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have a place here for

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an inbox, where you can

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get your voicemails, your faxes,

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your recordings, if you’re a

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member of the quality team.

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It’s also a place where

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you can get evaluations. As

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a supervisor, you can get

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your time off requests from

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your agents, your shift trade

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requests, and then we have

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a place here for exports.

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So out of box, each

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agent has two gigabytes of

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storage. You can share various

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media types through this exports

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option here. There’s also a

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place here for documents. Like

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I said, out of box

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is two gigabytes, but we

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do have options of expanding

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that storage if need be.

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We have a place here

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for agent assistance, so if

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there’s an ongoing issue in

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your contact center, maybe it’s

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some type of FAQ of

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customers hitting agents up for

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say, the same reason. This

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is where we can come

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in a collaborated way to

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see what we’re saying to

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the agents and what the

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best means of making our

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days most productive with those

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issues. Then we have a

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place here for interactions. So

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I’m going to go back

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to this here in just

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a second, but this is

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where we’re going to get all

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the interactions, whether it be

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voice, web chat, email, and then

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we have a place here

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for applications. So I do

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have an instance here of

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an application called survey dynamics.

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We do integrate with Skype

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and I wanted to point

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that out. So I understand,

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you may have some employees

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who just Skype. There’s a

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lot of other UCs that

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we do integrate with, to where

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your agents can communicate with

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everyone else in your org.

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So with that, I’m going

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to go ahead and I’m

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going to start my day

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as the agent. So I have

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that hat on as the

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agent, I’m going to go

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ahead and I’m going to

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go to available. I’m going to

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set my status to available.

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As you can see here,

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we have seven statuses that

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are built out of box.

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You can even build statuses

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within statuses there, and I’m

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going to go ahead and

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I’m going to go to on queue.

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So I’m going to go on queue

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and it looks like I

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am getting an interaction here

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and I can tell that

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it’s a web chat based

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off of that icon there.

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I’m also getting an interaction

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here through email, I can

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just tell that simply by

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this email button here. So

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I’m going to go ahead and expand that and

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at the same time I’m

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here in my office and

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I’m doing this demo and I’m going to

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go ahead and I’m going

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00:07:23,140 –> 00:07:23,940
to put in the inbound

280
00:07:23,940 –> 00:07:26,790
voice interaction as well. So

281
00:07:26,790 –> 00:07:27,620
as I’m doing that I

282
00:07:27,620 –> 00:07:29,060
can look to see what

283
00:07:29,300 –> 00:07:31,300
Kevin Owens, the customer, wants

284
00:07:31,300 –> 00:07:32,570
here and it looks like he

285
00:07:32,570 –> 00:07:34,070
needs help finding the basketball.

286
00:07:36,210 –> 00:07:36,770
So I’m going to go

287
00:07:36,770 –> 00:07:37,590
ahead and I’m going to

288
00:07:37,960 –> 00:07:39,240
duplicate the screen here or

289
00:07:39,240 –> 00:07:39,920
I’m going to, excuse me,

290
00:07:39,920 –> 00:07:42,200
I’m going to split screen

291
00:07:42,200 –> 00:07:43,230
here and I can see

292
00:07:43,230 –> 00:07:44,270
that Kevin Owens over here

293
00:07:44,270 –> 00:07:45,390
on the right is asking

294
00:07:45,390 –> 00:07:47,250
about” Where’s the basketball?” So

295
00:07:47,250 –> 00:07:48,990
he is on Hulu and what

296
00:07:48,990 –> 00:07:49,940
he wants is he wants

297
00:07:49,940 –> 00:07:50,610
to find out where this

298
00:07:50,610 –> 00:07:52,420
basketball is right here. And

299
00:07:52,420 –> 00:07:53,080
it looks like I am

300
00:07:53,080 –> 00:07:54,870
getting that interaction here for

301
00:07:55,100 –> 00:07:56,200
the inbound voice as well.

302
00:07:56,200 –> 00:07:57,370
So I’m going to go

303
00:07:57,370 –> 00:08:00,090
ahead and I’m going to start the

304
00:08:00,090 –> 00:08:02,160
screen share with Kevin. He’s

305
00:08:02,160 –> 00:08:05,400
going to accept, hopefully. As

306
00:08:05,400 –> 00:08:06,490
you can see here, he

307
00:08:06,500 –> 00:08:07,820
gets a notification that Kenny

308
00:08:07,820 –> 00:08:09,200
Soalman is connected to him.

309
00:08:09,200 –> 00:08:10,640
So I’m going to go

310
00:08:10,640 –> 00:08:11,490
him and I’m going to

311
00:08:11,490 –> 00:08:12,710
click on this basketball over

312
00:08:12,710 –> 00:08:13,370
here on the left. And

313
00:08:13,400 –> 00:08:14,380
we can see this, this

314
00:08:14,380 –> 00:08:15,520
little sonar blip that we’re

315
00:08:15,520 –> 00:08:16,340
making over here on the

316
00:08:16,340 –> 00:08:18,220
right for the customer. So

317
00:08:18,220 –> 00:08:18,960
it’s kind of nice and

318
00:08:18,990 –> 00:08:19,850
we do have the software

319
00:08:19,850 –> 00:08:20,970
here to sense out or

320
00:08:20,970 –> 00:08:22,610
to to censor out or

321
00:08:22,610 –> 00:08:24,190
to kind of blackout any

322
00:08:24,540 –> 00:08:26,320
sensitive information, whether it’s credit

323
00:08:26,320 –> 00:08:27,630
cards, social security number and

324
00:08:27,630 –> 00:08:29,460
stuff like that. If that’s not

325
00:08:29,460 –> 00:08:30,370
good enough, if I wanted

326
00:08:30,370 –> 00:08:31,460
to make this full screen,

327
00:08:31,460 –> 00:08:33,700
I could. I could also

328
00:08:33,700 –> 00:08:34,890
leave a comment. So if

329
00:08:35,560 –> 00:08:36,400
he wants to know where

330
00:08:36,400 –> 00:08:37,720
the basketball ball is, I

331
00:08:37,720 –> 00:08:38,790
could just say, ” It is here.”

332
00:08:38,830 –> 00:08:40,800
We could save and then

333
00:08:40,800 –> 00:08:41,790
it’s going to pop up

334
00:08:41,790 –> 00:08:42,610
over there for Kevin to

335
00:08:42,610 –> 00:08:45,810
see. So I’m going to go ahead and go back to

336
00:08:46,690 –> 00:08:47,710
my agent screen only. And I’m going to go ahead and end

337
00:08:48,280 –> 00:08:49,260
the screen share here and

338
00:08:49,260 –> 00:08:50,980
I’m going to end the

339
00:08:50,980 –> 00:08:51,660
chat and I’m going to

340
00:08:51,660 –> 00:08:52,540
sign a wrap- up code.

341
00:08:52,540 –> 00:08:53,320
So we do have these

342
00:08:53,650 –> 00:08:54,370
six that are built out

343
00:08:54,370 –> 00:08:55,280
of box here, but again,

344
00:08:55,280 –> 00:08:56,660
as the administrator you can

345
00:08:56,660 –> 00:08:57,700
come in and you can edit

346
00:08:58,220 –> 00:08:58,990
as many of those wrap-

347
00:08:58,990 –> 00:08:59,960
up codes as you want.

348
00:09:00,990 –> 00:09:02,090
So I’m going to go ahead and hit done

349
00:09:02,090 –> 00:09:03,450
there. As you can see

350
00:09:03,450 –> 00:09:04,930
here, I am connected to

351
00:09:06,570 –> 00:09:08,300
a customer in the member

352
00:09:08,300 –> 00:09:09,510
services queue. Now, that’s something

353
00:09:09,510 –> 00:09:10,240
I wanted to point out.

354
00:09:10,240 –> 00:09:11,850
I am part of three

355
00:09:11,850 –> 00:09:13,660
different queues here. So I’m

356
00:09:13,660 –> 00:09:14,620
part of the member services,

357
00:09:14,620 –> 00:09:16,080
member services CRM, and member

358
00:09:16,080 –> 00:09:17,900
services outbound sales. So I

359
00:09:17,900 –> 00:09:19,110
can tell that my interactions are

360
00:09:19,110 –> 00:09:21,150
coming into that queue. That’s

361
00:09:21,150 –> 00:09:22,070
going to play a role

362
00:09:22,070 –> 00:09:22,730
here in just a minute

363
00:09:22,800 –> 00:09:23,310
once I put on the

364
00:09:23,310 –> 00:09:25,440
supervisor hat. But just taking

365
00:09:25,600 –> 00:09:27,440
a basic inbound voice interaction

366
00:09:27,440 –> 00:09:29,300
here, there are some options

367
00:09:29,300 –> 00:09:31,040
here on the top. If

368
00:09:31,040 –> 00:09:32,070
we wanted to call somebody

369
00:09:32,070 –> 00:09:33,240
in here using a dial

370
00:09:33,240 –> 00:09:35,340
pad, we could. We can

371
00:09:35,340 –> 00:09:37,410
put the caller on hold.

372
00:09:37,750 –> 00:09:39,500
If we wanted to transfer

373
00:09:39,500 –> 00:09:40,220
it to someone in the

374
00:09:40,220 –> 00:09:42,240
contact center, maybe a specific

375
00:09:42,240 –> 00:09:43,070
queue, I could do that

376
00:09:43,070 –> 00:09:44,540
from here. If I actually

377
00:09:44,540 –> 00:09:46,010
know the name of the

378
00:09:46,010 –> 00:09:46,840
person that I want to

379
00:09:46,840 –> 00:09:47,690
transfer this to, I can

380
00:09:47,690 –> 00:09:48,730
actually put their name in

381
00:09:49,020 –> 00:09:50,060
and transfer it straight to

382
00:09:50,060 –> 00:09:51,510
them. I also have an

383
00:09:51,510 –> 00:09:52,520
option here to do a

384
00:09:52,520 –> 00:09:54,310
start and secure pause, so

385
00:09:54,500 –> 00:09:55,690
if I want that information

386
00:09:55,690 –> 00:09:57,500
to not be recorded, I

387
00:09:57,500 –> 00:09:59,250
could do that here. Additionally,

388
00:09:59,250 –> 00:10:00,900
we can redirect that customer

389
00:10:00,900 –> 00:10:02,170
to a third party IVR

390
00:10:02,170 –> 00:10:03,480
to where they’re not being

391
00:10:03,480 –> 00:10:04,700
recorded and the agent can’t

392
00:10:04,700 –> 00:10:05,750
hear any of that sensitive

393
00:10:05,750 –> 00:10:09,250
information being put in. Now

394
00:10:09,460 –> 00:10:10,860
with this introduction script here,

395
00:10:10,860 –> 00:10:12,470
it’s a very small basic

396
00:10:12,470 –> 00:10:16,130
script here to let the

397
00:10:16,130 –> 00:10:17,130
customer know that we have

398
00:10:17,130 –> 00:10:17,910
been connected to them. But

399
00:10:17,910 –> 00:10:19,140
over here on the right,

400
00:10:19,320 –> 00:10:20,360
we have a few different

401
00:10:20,360 –> 00:10:21,430
buttons that we’ve built in

402
00:10:21,430 –> 00:10:23,660
for this demonstration. So if

403
00:10:23,660 –> 00:10:24,340
I want to make these

404
00:10:24,340 –> 00:10:26,400
all scripts, I could. We

405
00:10:26,400 –> 00:10:28,130
have Google search, legal disclaimer,

406
00:10:28,200 –> 00:10:29,810
screen pop, et cetera. But

407
00:10:29,810 –> 00:10:30,990
if we actually wanted to put in

408
00:10:30,990 –> 00:10:32,620
say like the title of

409
00:10:32,620 –> 00:10:34,080
angry. So this customer is

410
00:10:34,080 –> 00:10:35,290
definitely angry. I could click

411
00:10:35,290 –> 00:10:36,290
on one of these buttons

412
00:10:36,560 –> 00:10:37,940
and hopefully my agent can

413
00:10:37,940 –> 00:10:39,580
handle that interaction from that

414
00:10:39,580 –> 00:10:42,210
perspective. We can navigate different scripting

415
00:10:42,210 –> 00:10:43,850
perspectives as well just simply

416
00:10:43,850 –> 00:10:45,400
by clicking on it and

417
00:10:45,570 –> 00:10:46,150
if we want to be

418
00:10:46,150 –> 00:10:47,700
able to recite this to

419
00:10:47,700 –> 00:10:49,070
the customer, we could definitely

420
00:10:49,310 –> 00:10:51,330
do so. Additionally, something else that

421
00:10:51,330 –> 00:10:52,240
I wanted to point out

422
00:10:52,240 –> 00:10:53,070
is that we do have

423
00:10:53,070 –> 00:10:53,730
the option to be able

424
00:10:53,730 –> 00:10:55,820
to iframe a third party

425
00:10:55,830 –> 00:10:58,060
CRM DBs. So over here on

426
00:10:58,060 –> 00:10:59,060
the left we see that

427
00:10:59,060 –> 00:11:01,650
customer’s information. If I wanted

428
00:11:01,650 –> 00:11:02,520
to update it here in

429
00:11:02,520 –> 00:11:04,270
PureCloud I could, and that’s

430
00:11:04,270 –> 00:11:05,420
going to update over here

431
00:11:05,420 –> 00:11:07,180
on the right in our

432
00:11:07,190 –> 00:11:09,610
third party CRM DB. There’s

433
00:11:09,610 –> 00:11:10,360
a couple of other things

434
00:11:10,360 –> 00:11:10,970
over here on the right.

435
00:11:10,970 –> 00:11:12,120
We have Kevin Owens, his

436
00:11:12,120 –> 00:11:13,810
address, his email, his phone

437
00:11:13,810 –> 00:11:15,650
number. If I wanted to

438
00:11:15,650 –> 00:11:17,150
look at some canned responses,

439
00:11:17,150 –> 00:11:18,670
maybe, to some common questions that

440
00:11:18,670 –> 00:11:20,410
we may get, we can

441
00:11:20,410 –> 00:11:21,460
build these out through the

442
00:11:21,460 –> 00:11:23,410
administrator option. If I wanted

443
00:11:23,720 –> 00:11:25,640
to leave notes about this

444
00:11:25,750 –> 00:11:27,760
customer, I could and from

445
00:11:27,760 –> 00:11:28,730
here on out, all of

446
00:11:28,730 –> 00:11:29,380
our agents are going to

447
00:11:29,380 –> 00:11:30,160
be able to see these

448
00:11:30,160 –> 00:11:30,900
notes. So it’s going to

449
00:11:30,900 –> 00:11:32,680
leave a historical data path

450
00:11:32,680 –> 00:11:33,340
for us all to be

451
00:11:33,340 –> 00:11:35,040
able to view. I wanted

452
00:11:35,040 –> 00:11:36,370
to schedule a call back,

453
00:11:36,430 –> 00:11:37,380
I could do that as

454
00:11:37,380 –> 00:11:38,930
well. I would probably want

455
00:11:38,930 –> 00:11:40,040
to check my schedule first

456
00:11:40,040 –> 00:11:40,680
if I want to route

457
00:11:40,680 –> 00:11:41,840
that call to me if

458
00:11:41,840 –> 00:11:43,710
possible. But if I wanted

459
00:11:43,710 –> 00:11:44,710
to do that, that is

460
00:11:44,710 –> 00:11:46,730
an option. So I’m going

461
00:11:46,730 –> 00:11:47,940
to go ahead and I’m

462
00:11:47,940 –> 00:11:49,270
going to end this interaction

463
00:11:49,270 –> 00:11:50,360
now and we’re going to

464
00:11:50,360 –> 00:11:51,150
say that we helped Kevin

465
00:11:51,150 –> 00:11:52,460
out. We’re just going to say that it

466
00:11:52,460 –> 00:11:54,710
was a new order. Last

467
00:11:54,710 –> 00:11:56,240
but not least, again, an

468
00:11:56,240 –> 00:11:57,710
email to the member services

469
00:11:57,710 –> 00:11:58,960
queue. I just wanted to

470
00:11:58,960 –> 00:11:59,680
point out here with the

471
00:11:59,680 –> 00:12:00,620
email, we do have your

472
00:12:00,620 –> 00:12:03,450
basic HTML embedded here to

473
00:12:03,450 –> 00:12:06,450
reply to questions for whatever

474
00:12:06,450 –> 00:12:07,170
it is. And we also

475
00:12:07,170 –> 00:12:08,590
have these options over here

476
00:12:08,590 –> 00:12:09,240
to be able to look

477
00:12:09,240 –> 00:12:10,640
at canned responses to where

478
00:12:10,640 –> 00:12:12,320
we can reply to those

479
00:12:12,320 –> 00:12:15,090
emails officially. So it looks like this particular

480
00:12:15,090 –> 00:12:16,160
customer is asking about the

481
00:12:16,160 –> 00:12:17,240
hours. I can just come

482
00:12:17,240 –> 00:12:18,150
right here to the hours and I

483
00:12:18,370 –> 00:12:21,080
could send that out. All

484
00:12:21,080 –> 00:12:21,770
right, so I’m going to go ahead

485
00:12:21,770 –> 00:12:22,640
and fire up a code

486
00:12:22,640 –> 00:12:24,780
to that. And with that, I’m going to go ahead and take off

487
00:12:24,870 –> 00:12:25,730
the hat of the agent

488
00:12:25,730 –> 00:12:26,870
now and I’m going to put on the hat of a

489
00:12:26,870 –> 00:12:27,840
supervisor. So I’m going to

490
00:12:27,840 –> 00:12:28,500
go ahead and change my

491
00:12:28,500 –> 00:12:31,400
status and I’m going to go ahead and

492
00:12:31,400 –> 00:12:34,130
I’m going to go to performance and

493
00:12:34,130 –> 00:12:34,730
I’m going to go to

494
00:12:34,850 –> 00:12:35,880
choose performance. And I want

495
00:12:35,880 –> 00:12:38,670
you to take a look

496
00:12:38,670 –> 00:12:39,400
at this. So, like I

497
00:12:39,400 –> 00:12:40,640
said, I took those interactions

498
00:12:40,640 –> 00:12:41,700
just a minute ago as

499
00:12:41,700 –> 00:12:42,870
an agent in the member

500
00:12:42,870 –> 00:12:44,070
services queue. So if you look

501
00:12:44,070 –> 00:12:45,630
over here on the left, we have

502
00:12:45,720 –> 00:12:47,400
all of our queues that

503
00:12:47,400 –> 00:12:48,360
are in our contact center.

504
00:12:48,360 –> 00:12:48,870
So we can get a

505
00:12:48,870 –> 00:12:50,400
realtime view of everything that’s

506
00:12:50,400 –> 00:12:53,000
happening. So on the right,

507
00:12:53,000 –> 00:12:53,900
if we wanted to, we

508
00:12:53,900 –> 00:12:55,610
could actually expand this out

509
00:12:55,940 –> 00:12:58,330
and we could select and deselect certain

510
00:12:58,330 –> 00:13:00,070
metrics. So as a supervisor,

511
00:13:00,710 –> 00:13:01,700
I have the ability to

512
00:13:01,700 –> 00:13:02,820
be able to quickly come

513
00:13:02,820 –> 00:13:04,740
in and customize my realtime

514
00:13:04,740 –> 00:13:06,240
view to whatever it is

515
00:13:06,240 –> 00:13:06,900
that I would want to

516
00:13:06,900 –> 00:13:07,670
see. So if I wanted

517
00:13:07,670 –> 00:13:09,180
to add in answer percentage,

518
00:13:09,180 –> 00:13:10,770
I could or I could add

519
00:13:10,770 –> 00:13:11,700
in average talk, I could

520
00:13:11,700 –> 00:13:12,850
do that as well. I

521
00:13:12,850 –> 00:13:14,000
would just simply select and deselect

522
00:13:14,490 –> 00:13:15,370
what I wanted to see.

523
00:13:15,930 –> 00:13:17,480
Now, if that’s something that you really

524
00:13:17,480 –> 00:13:18,350
like to see and let’s

525
00:13:18,350 –> 00:13:19,470
say maybe you wanted to make a

526
00:13:19,470 –> 00:13:20,750
report out of it, you

527
00:13:20,750 –> 00:13:21,690
can actually come over here

528
00:13:21,690 –> 00:13:23,370
to the performance tab and

529
00:13:23,370 –> 00:13:23,930
it’s going to be the

530
00:13:23,930 –> 00:13:25,720
same thing, the same type of

531
00:13:25,720 –> 00:13:26,710
process, and we can actually

532
00:13:26,710 –> 00:13:28,130
download a report straight to

533
00:13:28,130 –> 00:13:30,340
our local in CSV format,

534
00:13:30,380 –> 00:13:31,590
to where you can quickly

535
00:13:31,590 –> 00:13:32,610
upload it to those third

536
00:13:32,610 –> 00:13:37,010
party SQL applications that you

537
00:13:37,010 –> 00:13:38,040
may be using within your

538
00:13:38,040 –> 00:13:41,610
contact center. So I’m going

539
00:13:41,610 –> 00:13:42,260
to go ahead and I’m

540
00:13:42,260 –> 00:13:42,950
going to move on a

541
00:13:42,950 –> 00:13:43,940
little bit more now. So

542
00:13:43,940 –> 00:13:45,970
with the supervisor, I can

543
00:13:45,970 –> 00:13:48,540
also come here to performance

544
00:13:48,840 –> 00:13:49,510
and I can go to

545
00:13:49,510 –> 00:13:50,830
dashboards. Now, we just took

546
00:13:50,830 –> 00:13:52,280
a look at all those

547
00:13:52,280 –> 00:13:53,980
queues. I was working with

548
00:13:53,980 –> 00:13:54,840
Josh here a couple of

549
00:13:54,840 –> 00:13:55,710
weeks ago when we were

550
00:13:55,850 –> 00:13:57,490
planning this webinar out, and

551
00:13:57,490 –> 00:13:58,750
in about five minutes I

552
00:13:58,750 –> 00:13:59,960
was able to make what

553
00:13:59,960 –> 00:14:02,400
we see here. So what

554
00:14:02,400 –> 00:14:03,240
we did here is we

555
00:14:03,240 –> 00:14:04,730
created some dashboards to where

556
00:14:04,730 –> 00:14:05,570
we can look at certain

557
00:14:05,570 –> 00:14:07,470
metrics. We have HT, average

558
00:14:07,470 –> 00:14:09,370
hold, average handle, etc. And

559
00:14:09,370 –> 00:14:10,170
over here on the far

560
00:14:10,170 –> 00:14:12,530
right, we actually have a

561
00:14:12,530 –> 00:14:13,670
metric tour. We’re looking at

562
00:14:13,670 –> 00:14:15,610
just George the agent and just his

563
00:14:15,610 –> 00:14:17,640
AHT. So as a supervisor,

564
00:14:17,850 –> 00:14:18,620
I can come in and

565
00:14:18,620 –> 00:14:20,370
I can customize this accordingly.

566
00:14:20,690 –> 00:14:21,350
All we would have to

567
00:14:21,350 –> 00:14:22,100
do is just click the

568
00:14:22,100 –> 00:14:23,160
edit button. We could come

569
00:14:23,160 –> 00:14:24,450
in here, we could select

570
00:14:24,450 –> 00:14:26,010
whatever queues we wanted to,

571
00:14:26,010 –> 00:14:26,740
we could just give it

572
00:14:26,740 –> 00:14:28,370
a title. You know, say I

573
00:14:28,370 –> 00:14:29,200
wanted to change it to

574
00:14:29,460 –> 00:14:31,220
something else, I could and I

575
00:14:31,220 –> 00:14:31,930
could just come to this

576
00:14:31,930 –> 00:14:33,410
tool here. I can flip

577
00:14:33,410 –> 00:14:35,310
to whatever metric I want

578
00:14:35,310 –> 00:14:36,750
to apply to it. Let’s just say it

579
00:14:36,750 –> 00:14:38,450
was longest waiting and then

580
00:14:38,450 –> 00:14:39,720
I can also apply my media

581
00:14:39,850 –> 00:14:41,130
type and simply right there

582
00:14:41,130 –> 00:14:41,920
on the fly, we can

583
00:14:41,920 –> 00:14:43,960
have that update. Where this

584
00:14:43,960 –> 00:14:45,110
is really nice is that

585
00:14:45,110 –> 00:14:46,350
in a contact center say,

586
00:14:46,350 –> 00:14:47,990
with a large TV screen,

587
00:14:48,300 –> 00:14:49,050
you can put whatever it

588
00:14:49,050 –> 00:14:50,370
is that you want up

589
00:14:50,370 –> 00:14:52,090
on a wallboard view using this

590
00:14:52,090 –> 00:14:53,020
full screen mode and you

591
00:14:53,020 –> 00:14:53,860
can just leave this up

592
00:14:53,860 –> 00:14:55,370
all day for the agents

593
00:14:55,370 –> 00:14:56,190
to look at to see

594
00:14:56,190 –> 00:14:57,090
how they’re doing in terms

595
00:14:57,090 –> 00:14:59,730
of performance. We also have

596
00:15:00,820 –> 00:15:02,410
a couple options here for

597
00:15:02,410 –> 00:15:04,250
graphs as well. If we

598
00:15:04,250 –> 00:15:05,630
wanted to expand this out

599
00:15:05,630 –> 00:15:07,270
and actually make more, we

600
00:15:07,270 –> 00:15:08,330
could or less, we could

601
00:15:08,330 –> 00:15:09,100
do that. We have a

602
00:15:09,100 –> 00:15:12,900
lot of different options. All

603
00:15:12,900 –> 00:15:14,370
right. So with that, I’m

604
00:15:14,370 –> 00:15:14,960
going to go ahead and

605
00:15:15,080 –> 00:15:15,850
I’m going to take off the hat of

606
00:15:16,140 –> 00:15:17,110
the supervisor. I’m actually going

607
00:15:17,110 –> 00:15:18,380
to put on the hat of the agent

608
00:15:18,380 –> 00:15:19,670
again. So I have that

609
00:15:19,670 –> 00:15:20,820
agent hat back on. So

610
00:15:20,880 –> 00:15:21,770
something I wanted to point

611
00:15:21,770 –> 00:15:22,680
out here is everything that

612
00:15:22,680 –> 00:15:23,960
we just did here with

613
00:15:23,960 –> 00:15:25,440
the supervisor, you can do

614
00:15:25,440 –> 00:15:27,180
the same thing personally as

615
00:15:27,180 –> 00:15:28,070
the agent as well. So

616
00:15:28,070 –> 00:15:29,660
maybe you’re concerned with your

617
00:15:29,660 –> 00:15:31,770
own metrics, your own statistics.

618
00:15:32,070 –> 00:15:32,810
You can come to this screen

619
00:15:32,920 –> 00:15:33,770
and you can make your

620
00:15:33,770 –> 00:15:35,200
own wallboard as well. So

621
00:15:35,490 –> 00:15:36,490
with that agent hat on,

622
00:15:36,780 –> 00:15:37,710
something else I wanted to

623
00:15:37,710 –> 00:15:38,450
show you here is I

624
00:15:38,450 –> 00:15:39,980
can go to my performance

625
00:15:39,980 –> 00:15:42,180
as an agent and I

626
00:15:42,180 –> 00:15:43,150
can see how I’m doing

627
00:15:43,150 –> 00:15:44,400
here. So I can come

628
00:15:44,400 –> 00:15:45,370
to my performance and I

629
00:15:45,370 –> 00:15:46,080
can look to see how

630
00:15:46,080 –> 00:15:46,750
I’ve been doing in the

631
00:15:46,750 –> 00:15:48,700
last week, what interactions, or how

632
00:15:48,700 –> 00:15:50,620
many interactions have taken place.

633
00:15:50,910 –> 00:15:51,640
If I want to filter

634
00:15:51,640 –> 00:15:53,390
that down to callbacks, chats, or email

635
00:15:53,830 –> 00:15:55,910
or messages, I could. I

636
00:15:55,910 –> 00:15:56,870
could expand this out for

637
00:15:56,870 –> 00:15:58,010
a month. Or if I

638
00:15:58,010 –> 00:15:59,500
wanted to actually specify the

639
00:15:59,500 –> 00:16:00,710
exact date range, I could

640
00:16:00,710 –> 00:16:01,780
even do that from here.

641
00:16:02,650 –> 00:16:03,460
So that’s how I could

642
00:16:03,460 –> 00:16:04,320
see how I’ve been doing

643
00:16:04,320 –> 00:16:05,900
from a performance perspective, but we

644
00:16:05,900 –> 00:16:07,840
also have how we’re doing

645
00:16:07,840 –> 00:16:09,080
from a state perspective. We

646
00:16:09,690 –> 00:16:10,750
can check to see how

647
00:16:10,750 –> 00:16:12,010
many evaluations we’ve had. It

648
00:16:12,080 –> 00:16:13,110
looks like I’ve done pretty

649
00:16:13,120 –> 00:16:14,000
well here in the last three

650
00:16:14,000 –> 00:16:15,430
days. I’ve had three evaluations

651
00:16:15,430 –> 00:16:18,060
here. Also, we can view

652
00:16:18,060 –> 00:16:19,900
my schedule, so it looks like right

653
00:16:19,900 –> 00:16:21,870
now it is about 2: 17,

654
00:16:21,870 –> 00:16:23,010
so it looks like I

655
00:16:23,010 –> 00:16:23,990
am scheduled to be on

656
00:16:23,990 –> 00:16:25,660
queue, so technically I should

657
00:16:25,660 –> 00:16:26,670
have this button over here

658
00:16:26,670 –> 00:16:27,810
flipped so I can adhere

659
00:16:27,810 –> 00:16:29,980
to my schedule. Now, we

660
00:16:29,980 –> 00:16:31,270
can also request a time

661
00:16:31,270 –> 00:16:33,480
off request. We can do

662
00:16:33,480 –> 00:16:34,750
a time off request where

663
00:16:34,750 –> 00:16:35,640
we can submit this to

664
00:16:35,640 –> 00:16:37,200
a supervisor. So we would

665
00:16:37,200 –> 00:16:38,220
just select what type of

666
00:16:38,220 –> 00:16:39,230
time off we wanted. Let’s

667
00:16:39,230 –> 00:16:41,410
say maybe a holiday. We

668
00:16:41,410 –> 00:16:42,410
could submit that and that’s

669
00:16:42,410 –> 00:16:43,460
going to come right back

670
00:16:43,460 –> 00:16:44,910
over here to that inbox

671
00:16:44,910 –> 00:16:45,940
we were talking about earlier.

672
00:16:47,060 –> 00:16:47,960
While I have this pulled

673
00:16:47,960 –> 00:16:48,720
up, I just wanted to

674
00:16:48,720 –> 00:16:50,290
point this out, what’s really

675
00:16:50,290 –> 00:16:51,610
nice just about this view

676
00:16:51,610 –> 00:16:53,280
right here alone is that as

677
00:16:53,660 –> 00:16:55,210
an agent or a supervisor,

678
00:16:55,610 –> 00:16:56,780
you’re able to look at

679
00:16:56,780 –> 00:16:57,760
your inbox here on the

680
00:16:57,760 –> 00:16:58,810
left, you’re able to look

681
00:16:58,810 –> 00:16:59,720
at your schedule here on

682
00:16:59,720 –> 00:17:02,900
the right, then you’re able

683
00:17:02,900 –> 00:17:04,070
to request time off over

684
00:17:04,070 –> 00:17:05,030
here on the far right.

685
00:17:05,030 –> 00:17:06,130
So you got a lot

686
00:17:06,130 –> 00:17:07,530
of different options of things

687
00:17:07,530 –> 00:17:08,590
that you can do in

688
00:17:08,590 –> 00:17:10,130
terms of usability on just

689
00:17:10,130 –> 00:17:12,100
one screen. And again, this

690
00:17:12,100 –> 00:17:13,010
plane over here can be

691
00:17:13,010 –> 00:17:14,330
maybe for your interactions and

692
00:17:14,330 –> 00:17:15,470
you can have more things

693
00:17:15,470 –> 00:17:16,220
going on here in the

694
00:17:16,220 –> 00:17:17,280
middle and you could have more

695
00:17:17,280 –> 00:17:18,180
on the right. Or if

696
00:17:18,180 –> 00:17:18,790
you’re not a fan of

697
00:17:18,790 –> 00:17:20,070
that, maybe you just want to see one thing

698
00:17:20,070 –> 00:17:21,420
only, you can do that

699
00:17:21,420 –> 00:17:24,220
as well. With that, I’m

700
00:17:24,220 –> 00:17:25,010
going to go ahead and

701
00:17:25,010 –> 00:17:26,090
I’m going to transition, so

702
00:17:26,090 –> 00:17:26,730
I’m going to take those

703
00:17:26,730 –> 00:17:27,900
hats for the agent and the

704
00:17:27,900 –> 00:17:30,320
supervisor, I’m going to throw them in the fireplace. We’re done

705
00:17:30,320 –> 00:17:31,090
with that, and I’m going

706
00:17:31,090 –> 00:17:32,290
to move on to the

707
00:17:32,290 –> 00:17:34,420
administrator. So I’ve switched over

708
00:17:34,420 –> 00:17:35,910
here to a different demonstration

709
00:17:35,910 –> 00:17:37,160
environment here. I’ve changed my

710
00:17:37,160 –> 00:17:38,890
name here just so we’re

711
00:17:38,890 –> 00:17:40,770
clear on that. So as

712
00:17:40,770 –> 00:17:42,870
the administrator, the thing that I wanted to show you

713
00:17:42,870 –> 00:17:44,740
today was an example of

714
00:17:44,740 –> 00:17:46,330
an IVR flow build out.

715
00:17:47,130 –> 00:17:47,950
So I’m going to come

716
00:17:47,950 –> 00:17:48,470
here and I’m going to

717
00:17:48,470 –> 00:17:50,500
click on administrator and I’m

718
00:17:50,500 –> 00:17:51,330
going to pull up PureCloud’s

719
00:17:51,850 –> 00:17:54,820
architect. We do have a

720
00:17:54,820 –> 00:17:57,060
lot of example flows that

721
00:17:57,060 –> 00:17:58,610
are built currently. So I’m going to

722
00:17:59,080 –> 00:18:01,460
use a colleague flow that

723
00:18:01,460 –> 00:18:02,400
he’s built out here. It

724
00:18:02,540 –> 00:18:04,150
looks like it’s Chad’s. I’m

725
00:18:04,150 –> 00:18:05,850
going to go to this

726
00:18:05,890 –> 00:18:07,100
get by phone number option

727
00:18:07,100 –> 00:18:08,070
here and we’re going to

728
00:18:08,070 –> 00:18:08,790
take a look at this

729
00:18:08,810 –> 00:18:10,160
IVR flow build out that

730
00:18:10,160 –> 00:18:13,130
he’s made. So this is

731
00:18:13,130 –> 00:18:14,160
where we can assign an

732
00:18:14,160 –> 00:18:16,730
outcome to this IVR flow

733
00:18:16,890 –> 00:18:19,510
to display statistics. So these

734
00:18:19,510 –> 00:18:21,170
stats can help supervisors determine

735
00:18:21,170 –> 00:18:22,440
how well a flow serves

736
00:18:22,440 –> 00:18:24,290
customers and gather that data

737
00:18:24,290 –> 00:18:26,160
about self- service success. So

738
00:18:26,400 –> 00:18:27,300
I can set a full

739
00:18:27,300 –> 00:18:29,400
outcome from right here based

740
00:18:29,400 –> 00:18:32,260
off of outcomes that we’ve

741
00:18:32,260 –> 00:18:34,170
already created using our data

742
00:18:34,170 –> 00:18:37,100
tables within the administrator option

743
00:18:37,280 –> 00:18:39,060
and within the architect option.

744
00:18:39,060 –> 00:18:39,640
I know this is a

745
00:18:39,640 –> 00:18:41,360
lot, but this is where

746
00:18:41,360 –> 00:18:42,570
we can make those and

747
00:18:42,570 –> 00:18:43,740
we can make that happen

748
00:18:43,880 –> 00:18:45,560
to make our statistics the

749
00:18:45,560 –> 00:18:46,880
best that they possibly can

750
00:18:46,880 –> 00:18:47,910
be for an IVR flow

751
00:18:47,910 –> 00:18:48,940
build out. Now, I know

752
00:18:48,940 –> 00:18:50,650
that’s very high level. If

753
00:18:50,650 –> 00:18:51,730
this is something that is

754
00:18:51,730 –> 00:18:52,510
of interest for you, I

755
00:18:52,510 –> 00:18:54,190
just wanted to point out

756
00:18:54,190 –> 00:18:54,980
that that is something that we

757
00:18:54,980 –> 00:18:56,500
could potentially demo to you

758
00:18:56,500 –> 00:18:57,920
independently in the future. Now,

759
00:18:58,100 –> 00:18:59,250
we could spend 30 minutes,

760
00:18:59,310 –> 00:19:00,620
60 minutes, sometimes even up

761
00:19:00,620 –> 00:19:02,300
to two hours depending on

762
00:19:02,340 –> 00:19:03,500
how complex you want to

763
00:19:03,500 –> 00:19:04,840
see a call flow build

764
00:19:04,840 –> 00:19:06,270
out. So we can definitely

765
00:19:06,270 –> 00:19:07,360
make that happen if that

766
00:19:07,360 –> 00:19:08,250
is something that is of

767
00:19:08,250 –> 00:19:10,180
interest to you. But like

768
00:19:10,180 –> 00:19:12,240
I said though, we are

769
00:19:12,270 –> 00:19:13,040
trying to build out a

770
00:19:13,050 –> 00:19:14,470
flow that serves customers to

771
00:19:14,470 –> 00:19:16,060
gather that data. So the

772
00:19:16,060 –> 00:19:18,010
data that we would include

773
00:19:18,010 –> 00:19:19,270
potentially in this would be

774
00:19:19,270 –> 00:19:20,860
the total number of interactions

775
00:19:20,860 –> 00:19:22,030
that start a self service

776
00:19:22,030 –> 00:19:24,210
operation, the number and percentage

777
00:19:24,210 –> 00:19:26,030
of interactions that fail the

778
00:19:26,030 –> 00:19:27,340
self service operation and the

779
00:19:27,340 –> 00:19:28,680
number and percentage of interactions

780
00:19:28,680 –> 00:19:31,410
that successfully complete. Finally, we

781
00:19:31,410 –> 00:19:32,800
would also look at the

782
00:19:32,830 –> 00:19:34,770
length of time successful interactions

783
00:19:34,770 –> 00:19:36,550
spend in the self service

784
00:19:36,550 –> 00:19:40,120
operation. So with that, I’m going to go

785
00:19:40,120 –> 00:19:40,780
ahead and I’m going to

786
00:19:40,780 –> 00:19:42,130
review everything. So we went

787
00:19:42,130 –> 00:19:44,230
over some performance dashboard views

788
00:19:44,230 –> 00:19:45,520
and some wallboard views using

789
00:19:45,520 –> 00:19:48,150
that customizable dashboard interface. We

790
00:19:48,150 –> 00:19:49,190
went over what you can

791
00:19:49,190 –> 00:19:50,980
do to check your agent

792
00:19:50,980 –> 00:19:52,160
performance and some of those

793
00:19:52,160 –> 00:19:53,490
views and then we kind of

794
00:19:53,490 –> 00:19:54,970
quickly touched base with the

795
00:19:54,970 –> 00:19:57,830
administrator view of IVR flow

796
00:19:57,830 –> 00:19:59,930
performances. So with that I’m

797
00:19:59,990 –> 00:20:00,450
going to go ahead and

798
00:20:00,450 –> 00:20:01,830
hand it back to Josh.

799
00:20:01,830 –> 00:20:02,610
Josh, do we have any

800
00:20:02,610 –> 00:20:03,980
questions from the audience today?

801
00:20:06,360 –> 00:20:07,540
We do indeed. We actually

802
00:20:07,540 –> 00:20:08,460
have a few that’s come

803
00:20:08,460 –> 00:20:09,900
in. However, just as a

804
00:20:09,900 –> 00:20:11,210
friendly reminder to those in

805
00:20:11,210 –> 00:20:12,280
our audience, we are going

806
00:20:12,280 –> 00:20:13,470
to go ahead and open

807
00:20:13,470 –> 00:20:14,990
our Q& A session during this

808
00:20:14,990 –> 00:20:16,810
live demo. So feel free

809
00:20:16,810 –> 00:20:18,420
to participate by throwing your

810
00:20:18,420 –> 00:20:20,120
questions into the Q& A window and

811
00:20:20,120 –> 00:20:21,250
the top of your screen

812
00:20:21,340 –> 00:20:22,780
and answer as many as

813
00:20:22,780 –> 00:20:23,650
we can with the time

814
00:20:23,650 –> 00:20:25,450
that we have remaining. However,

815
00:20:25,960 –> 00:20:27,120
since this is a shorter

816
00:20:27,120 –> 00:20:29,100
demonstration, if time does get

817
00:20:29,100 –> 00:20:30,480
away from us, which sometimes

818
00:20:30,480 –> 00:20:32,010
it does, feel free to

819
00:20:32,010 –> 00:20:33,460
continue to throw those questions

820
00:20:33,460 –> 00:20:34,590
in there anyway and we’ll

821
00:20:34,590 –> 00:20:35,480
just follow up with you

822
00:20:35,480 –> 00:20:36,770
via email within the next

823
00:20:36,770 –> 00:20:38,360
few business days. So just

824
00:20:38,360 –> 00:20:40,410
be on the lookout. With

825
00:20:40,410 –> 00:20:41,070
that, I’m actually going to

826
00:20:41,070 –> 00:20:41,900
kick things off with our

827
00:20:41,900 –> 00:20:44,120
first question here, Kenny, it

828
00:20:44,120 –> 00:20:45,980
has to do with the

829
00:20:45,980 –> 00:20:49,580
supervisor perspective and this person

830
00:20:49,580 –> 00:20:53,310
says they want to create and send

831
00:20:53,830 –> 00:20:55,610
surveys to their customers after

832
00:20:55,610 –> 00:20:57,430
a certain interaction. So via

833
00:20:57,430 –> 00:20:59,580
voice chat or email. Does

834
00:20:59,620 –> 00:21:01,350
PureCloud support those kinds of

835
00:21:01,360 –> 00:21:02,860
surveys and can you take

836
00:21:02,860 –> 00:21:04,530
a look at those results

837
00:21:04,530 –> 00:21:07,640
from said surveys? Yeah, actually.

838
00:21:08,280 –> 00:21:09,450
Is my screen still sharing?

839
00:21:09,450 –> 00:21:12,470
Just double check. I see

840
00:21:12,470 –> 00:21:15,040
your Gmail. Awesome. So yeah,

841
00:21:15,040 –> 00:21:16,550
so actually that inbound voice

842
00:21:16,550 –> 00:21:18,070
interaction that I just took.

843
00:21:18,070 –> 00:21:20,670
So, as the customer, I

844
00:21:20,670 –> 00:21:22,140
got this email here. So

845
00:21:22,310 –> 00:21:23,330
this is a very simple

846
00:21:23,330 –> 00:21:24,610
survey that we built out

847
00:21:24,610 –> 00:21:26,490
for after the call, to

848
00:21:26,490 –> 00:21:27,670
where if we wanted to

849
00:21:27,670 –> 00:21:29,090
we could come and we could

850
00:21:29,090 –> 00:21:29,880
fill this out and we

851
00:21:29,880 –> 00:21:31,160
could run a report on

852
00:21:31,160 –> 00:21:33,480
how successful these surveys have

853
00:21:33,480 –> 00:21:34,790
been for the agents. So

854
00:21:35,170 –> 00:21:36,790
yeah, we can provide the

855
00:21:36,790 –> 00:21:38,850
after call surveys as well.

856
00:21:41,930 –> 00:21:45,560
Awesome. This question shifts gears

857
00:21:45,560 –> 00:21:48,950
into API integrations for a

858
00:21:48,950 –> 00:21:51,170
set analytics. Do of any

859
00:21:51,170 –> 00:21:54,430
apps within PureCloud that supports

860
00:21:54,430 –> 00:21:57,200
those API integrations and kind

861
00:21:57,200 –> 00:21:58,100
of taking a look into

862
00:21:58,100 –> 00:22:00,560
a deeper dive of analytics

863
00:22:00,560 –> 00:22:03,870
within PureCloud? Yeah, absolutely. And

864
00:22:03,870 –> 00:22:04,660
that’s something that I should

865
00:22:04,660 –> 00:22:05,680
have mentioned. We are a

866
00:22:05,680 –> 00:22:08,410
very open API platform and

867
00:22:08,410 –> 00:22:10,030
I would actually suggest taking

868
00:22:10,030 –> 00:22:11,180
a look at the AppFoundry.

869
00:22:11,230 –> 00:22:13,990
So just appfoundry. genesys.com. We

870
00:22:13,990 –> 00:22:15,900
have all our current applications

871
00:22:15,900 –> 00:22:17,760
that are currently integrated within

872
00:22:17,820 –> 00:22:19,810
PureCloud. And it’s, from what I

873
00:22:19,810 –> 00:22:21,310
understand, the process of actually

874
00:22:21,650 –> 00:22:23,340
getting maybe an application that’s

875
00:22:23,340 –> 00:22:25,540
not there is fairly easy,

876
00:22:25,920 –> 00:22:31,760
so yeah. Awesome. Those are

877
00:22:31,760 –> 00:22:32,490
the only two questions that

878
00:22:32,800 –> 00:22:34,520
we had come in. So

879
00:22:34,520 –> 00:22:35,130
I just want to make

880
00:22:35,130 –> 00:22:36,440
sure that our audience knows

881
00:22:36,440 –> 00:22:37,910
that it’s the Q&A, go

882
00:22:37,910 –> 00:22:39,460
ahead and throw those questions

883
00:22:39,460 –> 00:22:40,310
in with the time that we

884
00:22:40,310 –> 00:22:41,720
have remaining and we’ll answer

885
00:22:42,420 –> 00:22:43,160
as many as we can.

886
00:22:44,030 –> 00:22:45,390
But in the meantime, Kenny,

887
00:22:45,390 –> 00:22:46,810
while they throw those questions

888
00:22:46,810 –> 00:22:48,290
in there, as next steps,

889
00:22:48,290 –> 00:22:49,440
let’s tell the audience what

890
00:22:49,440 –> 00:22:51,110
they can do moving forward

891
00:22:51,110 –> 00:22:54,370
after the demonstration. Sure, yeah,

892
00:22:55,110 –> 00:22:55,870
and feel free to reach

893
00:22:55,870 –> 00:22:57,600
out to request a personalized

894
00:22:57,600 –> 00:22:58,650
demo. We can do a

895
00:22:58,650 –> 00:23:00,390
one on one demo. If

896
00:23:00,390 –> 00:23:01,400
it’s something that you definitely

897
00:23:01,840 –> 00:23:03,230
like based off of today’s

898
00:23:03,230 –> 00:23:04,870
webinar or past webinars, you

899
00:23:04,870 –> 00:23:06,250
can try PureCloud for free

900
00:23:06,470 –> 00:23:07,780
with a guided tour or

901
00:23:07,780 –> 00:23:08,470
you can try for free

902
00:23:08,470 –> 00:23:10,370
for 30 days. I wanted

903
00:23:10,370 –> 00:23:11,820
to mention this AppFoundry but

904
00:23:11,820 –> 00:23:13,080
I just… it just so

905
00:23:13,080 –> 00:23:14,400
happens with that last question,

906
00:23:14,400 –> 00:23:16,950
I’ve bring that up. Also,

907
00:23:16,950 –> 00:23:18,110
immediately at the end of

908
00:23:18,110 –> 00:23:19,580
the webcast you will receive

909
00:23:19,580 –> 00:23:20,550
a link to the Summer

910
00:23:20,550 –> 00:23:21,910
Innovations Guide so you can

911
00:23:21,910 –> 00:23:24,440
expand on the PureCloud release.

912
00:23:25,070 –> 00:23:26,590
I’m going to go and hand it back to Josh.

913
00:23:29,490 –> 00:23:31,030
Awesome. So we did have

914
00:23:31,030 –> 00:23:33,430
one question come in during

915
00:23:33,430 –> 00:23:34,390
that time. It says, ” Can

916
00:23:34,390 –> 00:23:36,360
you provide a quick demo

917
00:23:36,490 –> 00:23:38,390
of how Genesys WDE can

918
00:23:38,390 –> 00:23:39,610
be used and integrated with

919
00:23:39,610 –> 00:23:40,880
apps such as Salesforce?” I

920
00:23:40,880 –> 00:23:41,990
know that we usually highlight

921
00:23:42,080 –> 00:23:43,580
Salesforce in our high level

922
00:23:43,580 –> 00:23:45,650
demonstration, but could you kind

923
00:23:45,650 –> 00:23:46,410
of show us what that

924
00:23:46,410 –> 00:23:47,330
would look like really fast?

925
00:23:48,770 –> 00:23:50,320
Yeah, yeah, I could. Let

926
00:23:50,320 –> 00:23:51,250
me log in here real

927
00:23:51,250 –> 00:23:53,370
quick and I’m happy you

928
00:23:53,370 –> 00:23:54,590
actually… that this question was

929
00:23:54,590 –> 00:23:55,490
asked. So I actually used to

930
00:23:55,490 –> 00:23:56,990
work at Angie’s List and

931
00:23:56,990 –> 00:23:59,020
we actually used Salesforce Lightning

932
00:23:59,020 –> 00:24:01,260
with PureCloud. So everything actually

933
00:24:01,260 –> 00:24:02,320
that we saw on this

934
00:24:02,320 –> 00:24:03,990
last screen and the entire

935
00:24:03,990 –> 00:24:05,970
webinar, as an agent at

936
00:24:05,970 –> 00:24:07,660
Angie’s list, the only thing

937
00:24:07,660 –> 00:24:08,410
that I ever saw in

938
00:24:08,410 –> 00:24:09,820
terms of PureCloud was just

939
00:24:09,820 –> 00:24:12,920
this embedded client here. Take

940
00:24:12,920 –> 00:24:14,020
a second here for me to log in,

941
00:24:14,020 –> 00:24:15,420
but this is the only thing that

942
00:24:15,420 –> 00:24:17,070
I used and it’s about

943
00:24:17,080 –> 00:24:18,900
80% of the functionality that

944
00:24:18,900 –> 00:24:20,580
you can do in this

945
00:24:20,580 –> 00:24:22,280
screen, you can do within

946
00:24:22,310 –> 00:24:24,370
Salesforce. Because really, I mean,

947
00:24:24,650 –> 00:24:25,490
you may only want your

948
00:24:25,490 –> 00:24:27,250
agents to have certain access

949
00:24:27,250 –> 00:24:28,420
to do certain things. So

950
00:24:28,420 –> 00:24:30,900
if they’re primarily using Salesforce,

951
00:24:30,900 –> 00:24:32,440
for example, they could come

952
00:24:32,440 –> 00:24:33,280
here let’s say, to their

953
00:24:33,280 –> 00:24:34,160
leads. For me, it was

954
00:24:34,160 –> 00:24:35,540
leads at Angie’s List. I

955
00:24:35,540 –> 00:24:37,020
could just come, I can

956
00:24:37,020 –> 00:24:38,360
click the dial to a

957
00:24:38,360 –> 00:24:40,490
certain person and that’s going

958
00:24:40,490 –> 00:24:41,530
to take me hopefully to

959
00:24:41,530 –> 00:24:43,130
their page. What I can

960
00:24:43,130 –> 00:24:43,890
do is I can actually

961
00:24:43,890 –> 00:24:45,780
leave notes about them and

962
00:24:45,780 –> 00:24:47,010
when I leave notes, let’s just

963
00:24:47,250 –> 00:24:50,270
say, ” He was great.” That

964
00:24:50,270 –> 00:24:51,740
should take me straight to…

965
00:24:51,920 –> 00:24:53,440
Yeah, it’s going to take me straight to his page

966
00:24:53,480 –> 00:24:54,370
and those notes that I

967
00:24:54,370 –> 00:24:56,090
left within PureCloud are going

968
00:24:56,090 –> 00:24:57,220
to sync in right here

969
00:24:57,570 –> 00:25:02,900
with Salesforce. Awesome. All right,

970
00:25:02,900 –> 00:25:03,770
we have time for one

971
00:25:03,770 –> 00:25:04,980
last question. I saw a

972
00:25:04,980 –> 00:25:06,180
couple more come through Kenny,

973
00:25:06,180 –> 00:25:07,340
but unfortunately we only have

974
00:25:07,340 –> 00:25:08,510
time for about one more

975
00:25:08,510 –> 00:25:09,620
before we need to wrap.

976
00:25:10,290 –> 00:25:12,550
This question has to do with reporting. ” Can

977
00:25:12,550 –> 00:25:14,080
we create custom reports with

978
00:25:14,520 –> 00:25:15,870
specific metrics or just a

979
00:25:17,110 –> 00:25:20,380
OOB report?” You can create

980
00:25:20,490 –> 00:25:22,400
custom reports. So like we

981
00:25:22,400 –> 00:25:24,680
were seeing earlier with the supervisor

982
00:25:24,680 –> 00:25:26,420
view, this is where we can kind of come

983
00:25:26,420 –> 00:25:28,170
in and we can select

984
00:25:28,170 –> 00:25:30,220
whatever metrics that we would

985
00:25:30,220 –> 00:25:32,470
want to see. Additionally, we

986
00:25:32,470 –> 00:25:33,700
do have an option where

987
00:25:33,700 –> 00:25:35,620
we can build out reports

988
00:25:35,620 –> 00:25:36,730
that you can have run

989
00:25:36,780 –> 00:25:38,080
on say like a daily

990
00:25:38,280 –> 00:25:41,010
or a monthly basis. Sometimes

991
00:25:41,010 –> 00:25:41,710
I usually go over this

992
00:25:41,710 –> 00:25:42,730
in the webinar, but you

993
00:25:42,730 –> 00:25:44,280
can select whatever format you want

994
00:25:44,400 –> 00:25:45,500
the report to run in,

995
00:25:45,500 –> 00:25:47,220
what queues, what users, what

996
00:25:47,220 –> 00:25:48,490
time of day, and you

997
00:25:48,490 –> 00:25:49,630
can just have it run

998
00:25:50,250 –> 00:25:51,590
for forever or for just

999
00:25:51,590 –> 00:25:52,470
a couple of weeks or

1000
00:25:52,470 –> 00:25:54,440
right now. The options are

1001
00:25:54,440 –> 00:26:01,480
pretty endless. Awesome. So everybody

1002
00:26:01,480 –> 00:26:03,460
who threw in questions, don’t

1003
00:26:03,770 –> 00:26:04,980
worry. We will answer those

1004
00:26:04,980 –> 00:26:06,570
questions. Just be on the

1005
00:26:06,570 –> 00:26:09,330
lookout for an email from

1006
00:26:09,330 –> 00:26:10,610
Genesys within the next few

1007
00:26:10,610 –> 00:26:11,620
business days as we get

1008
00:26:11,620 –> 00:26:12,870
those answers to you guys.

1009
00:26:14,230 –> 00:26:15,410
So with that being said,

1010
00:26:15,410 –> 00:26:16,740
Kenny, that is unfortunately all

1011
00:26:16,740 –> 00:26:18,220
the time that we have.

1012
00:26:19,520 –> 00:26:21,920
For additional information shown on

1013
00:26:21,920 –> 00:26:22,810
your screen or a few

1014
00:26:22,810 –> 00:26:24,400
related resources that Kenny kind

1015
00:26:24,400 –> 00:26:25,680
of touched over during the

1016
00:26:25,680 –> 00:26:27,450
Q& A, feel free to

1017
00:26:27,450 –> 00:26:28,500
click on those links within

1018
00:26:28,500 –> 00:26:30,150
the resource center widget. In

1019
00:26:30,150 –> 00:26:32,580
addition to that, if you want to see

1020
00:26:32,580 –> 00:26:34,620
more features to how PureCloud

1021
00:26:34,620 –> 00:26:35,900
can fit into your specific

1022
00:26:35,900 –> 00:26:36,840
needs, you can sign up

1023
00:26:36,840 –> 00:26:38,810
for a personalized demo or

1024
00:26:38,810 –> 00:26:39,860
have someone reach out to

1025
00:26:39,860 –> 00:26:41,270
you to kind of set that up.

1026
00:26:42,660 –> 00:26:44,220
Also, kind of a shameless

1027
00:26:44,220 –> 00:26:45,840
plug here, but be sure

1028
00:26:45,840 –> 00:26:47,130
to check out our Genesys

1029
00:26:47,130 –> 00:26:48,620
podcast, the very first Genesys

1030
00:26:48,620 –> 00:26:50,480
podcast that we have produced.

1031
00:26:50,910 –> 00:26:52,360
We talked to high level

1032
00:26:52,360 –> 00:26:54,100
business leaders about their leadership

1033
00:26:54,100 –> 00:26:56,610
tactics and how they integrate

1034
00:26:56,610 –> 00:26:58,870
customer experience and service within

1035
00:26:58,870 –> 00:27:00,250
their companies to the highest

1036
00:27:00,250 –> 00:27:02,030
level. So if you click

1037
00:27:02,030 –> 00:27:03,450
on the podcast widget below,

1038
00:27:03,450 –> 00:27:04,720
that’ll take you to our

1039
00:27:04,720 –> 00:27:09,220
podcast landing page. Also, at

1040
00:27:09,220 –> 00:27:10,060
the very end of today’s

1041
00:27:10,060 –> 00:27:12,250
presentation, you’ll be prompted to

1042
00:27:12,340 –> 00:27:13,980
potentially take a survey. We

1043
00:27:13,980 –> 00:27:14,830
would love to collect your

1044
00:27:14,830 –> 00:27:16,670
feedback on today’s presentation and

1045
00:27:16,670 –> 00:27:18,130
after that you will see

1046
00:27:18,390 –> 00:27:19,840
a link to the Summer

1047
00:27:19,840 –> 00:27:21,910
Innovations Guide that truly expands

1048
00:27:21,910 –> 00:27:24,030
on today’s topic of analytics

1049
00:27:24,030 –> 00:27:25,800
within PureCloud from our summer

1050
00:27:25,800 –> 00:27:28,310
innovations. So with all that

1051
00:27:28,310 –> 00:27:29,500
being said, on behalf of

1052
00:27:29,500 –> 00:27:31,050
Kenny and the entire Genesys

1053
00:27:31,050 –> 00:27:32,220
team, thank you all for

1054
00:27:32,220 –> 00:27:36,300
joining today’s live demonstration. Have

1055
00:27:36,300 –> 00:27:36,650
a good one, everyone.