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Custom KPI enables your organisation to optimise KPIs for strategic outcomes such as sales conversion, churn, and customer retention. This type of optimisation is based on following types of tracking mechanisms:

  • Using wrap-up codes such as ‘Sale successful’ and ‘Subscription renewed’ that track the achievement of a desired outcome. Genesys Cloud uses information from an internal data source for tracking and measurement of wrap-up code based custom KPI.
  • Using outcomes that track the achievement of a pre-determined goals that Genesys Cloud receives from an external system. Genesys Cloud uses information from an external data source for tracking and measurement of outcome-based custom KPI. 

When you define your custom KPI, you will decide which tracking mechanism to use and the type of KPI. Once defined, the custom KPIs can be used in queues that use predictive routing.

How wrap-up code-based custom KPI works:

  1. You require a custom KPI using the tracking mechanism ‘wrap-up code’ of type ‘Sales conversion’.
  2. Create a new custom KPI with the name ‘Home Insurance sale’ that tracks the number of interactions that have the wrap up code ‘New home insurance sale’. 
  3. At the time of queue activation, select the ‘Home Insurance sale’ KPI from the list of available KPIs.
  4. When a new interaction arrives, predictive routing will try to route the interaction to the agent predicted to have the best chance of achieving the ‘New home insurance sale’ outcome for that particular customer.

How outcome-based custom KPI works:

  1. You require a custom KPI using the tracking mechanism ‘Outcome’ of type ‘Customer churn’.
  2. Create a new custom KPI with the name ‘Credit card customer exit’.
  3. From the Custom KPI page, click ‘Credit card customer exit’ custom KPI and save the auto-generated outcome ID dedicated for this KPI outcome.
  4. Using the outcome Attributions API, send information of all interactions in which the agents prevented customers from quitting the service along with the outcome ID that you saved in step 3.
  5. At the time of queue activation, select the ‘Credit card customer exit’ KPI from the list of available KPIs.
  6. When a new interaction that could be a potential customer churn arrives in the queue, predictive routing will try to route the interaction to the agent predicted to have the best chance of achieving the ‘Customer churn’ outcome.

Características

    • Genesys Cloud leverages wrap-up codes and outcomes as conditions to track the desired results to score and select agents for an incoming interaction.

      • Wrap-up code-based custom KPI: Genesys Cloud uses interactions that have associated wrap-up codes that summarize the interaction outcome to train the machine learning models. Genesys recommends that you use specific wrap-up codes which capture the actual outcome of the action. For example, to track sales conversion, use the wrap-up code that agents add when a sale is complete and not the wrap-up code that agents use when a sales pitch is made.
      • Outcome-based custom KPI: Genesys Cloud uses pre-configured outcomes (known as types) to track the result of interactions and relies on data from external sources. When you create an outcome-based custom KPI for a pre-configured outcome, a dedicated outcome ID is created by Genesys Cloud to map the outcome with KPI.  Once the queue with the KPI is activated, Genesys Cloud uses the outcome ID to track the achievement of the outcome and the touchpoints that led to the outcome. For example, when an agent achieves a sale, the sale outcome is tracked with an outcome ID that is dedicated for the pre-configured outcome ‘Sales conversion’ KPI. This information helps score the agent involved and use the score for future predictions. Use the Outcome Attributions API to send the interaction outcomes from the external data source to Genesys Cloud. For more information, see Outcome Attributions API.

        For better data model training and prediction results, outcome-based custom KPIs are best suited for queues that service a specific outcome rather than a support queue that caters to all types of requests. 
    • Currently, Genesys Cloud offers the following types of KPIs for each condition :
      • Tipo de KPI de conversión de ventas: ayuda a maximizar la conversión de ventas de una organización. 
      • Tipo de KPI de retención de clientes: le ayuda a maximizar el número de clientes que continúan con la organización. 
      • Tipo de KPI de pérdida de clientes: la pérdida de clientes indica el número de clientes existentes que tienen la intención de dejar de hacer negocios con la organización. Le ayuda a minimizar la pérdida de clientes.
      • Sales value KPI type – Available only for custom KPIs tracked with outcomes. Helps you maximize the sales value of an organization. 
    • Genesys recommends a periodic upload of outcome data to ensure better model training and prediction accuracy. The recommended frequency is once a day, or, at the minimum, once a week. 
    • Readiness of custom KPI for use:
      • Wrap-up code-based custom KPI requires the wrap-up codes to be in use and with a significant number of interactions associated to them. If you are creating new wrap-up codes, Genesys Cloud waits until the volume of data reaches the required threshold value. See Sources of data for predictive routing decisions.
      • La personalización basada en resultados requiere que los datos de resultados estén disponibles a través de la API Outcome Attributions. El nuevo KPI personalizado está disponible para su uso después de 24 a 48 horas de la carga de los datos de resultados. Sin embargo, la predicción es más precisa cuando el número de resultados seguidos con el ID de resultado del KPI es elevado. 
    • Los KPIs personalizados son a nivel de organización. Todas las divisiones y colas de la organización pueden utilizar los KPIs definidos.
    • Puede utilizar los KPI personalizados para realizar una evaluación de beneficios en su cola, activar el enrutamiento predictivo, ejecutar una prueba de comparación, y evaluar el valor en curso.
    • Puede ver el beneficio del enrutamiento predictivo con KPIs personalizados desde el panel de resultados de la prueba de comparación . Dependiendo del KPI establecido, el panel de beneficios muestra el número real de conversión de ventas, el número de clientes retenidos o el número de clientes que se evitó que abandonaran el servicio.