Genesys Cloud - Main

Hello Genesys community,

First post here so apologies if i'm not at the right place! I'm sure this topic has been discussed previously but I can't find it even after navigating a lot of discussions.

We're thinking about moving to web messenging from live chat soon and are wondering about the main changes that we should consider in terms of performance monitoring.

• What are the KPIs that will become obsolete/less relevant and which new indicators will become essential to monitor if we're handling our clients properly?
• For the people who made this move with Genesys already, were those indicators "out of the box" in Genesys and easy to consult? 
• What were the major difficulties that you faced when doing this move when we talk about performance measuring?

Again, apologies if those questions have been asked and thank you for pointing me toward the proper discussion.

#DigitalChannels
#Reporting/Analytics

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Victorien Dargaud
Business Analyst- Vosker

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Hello @Victorien Dargaud, we are at the moment about to migrate our former chat to Genesys CX web messaging since Genesys will shut down their chat functionality.

So, one of the main differences when it comes to KPIs might be the different data points you need to consider when measuring the AHT of an interaction. Like the start might be clear, but at which point is the interaction supposed to "end" and the AHT for the dedicated customer topic is clear.

Another point on quality KPIs might be: At which point and how often would you perform post contact quality surveys towards the customer. This will have a significant impact on your NPS. 

The out of the box reporting indicators by Genesys are quite good and indeed easy to consult but your main effort might be your internal changes you need on your existing reportings. Best would be to set it up all new, but of course you will loose the direct comparability of the reportings before and after the switch. It's going to be more of a strategic decision then.

Does that help in the first place?  If not, please feel free to get in touch with me.

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Monika Gruber
Expert Design Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hello @Monika Gruber, thank you very much for your answer.

You bring interesting points. We already find documentation on Average response time, Focus time and dormant session, which could be indicators more relevant to evaluate our performance. You're definitely right to point out that we 'll need to start "fresh", meaning comparison with existent data might be difficult after the transition.

Another point on quality KPIs might be: At which point and how often would you perform post contact quality surveys towards the customer. This will have a significant impact on your NPS. 

That's a thing that we need to consider indeed. We have a very seasonal activity with high volume to handle. Therefore we also expect that a conversation might be handled by several agents depending on the speed of answer of a client. I'm definitely wondering how to handle a CSAT survey when it comes to this case. 

Would you be open to a call to share your experience after you have done your transition? Your feedback would be super interesting :)

------------------------------
Victorien Dargaud
Vosker
------------------------------

Original Message:
Sent: 01-24-2024 04:19
From: Monika Gruber
Subject: Switch to web messenging and performance dashboards

Hello @Victorien Dargaud, we are at the moment about to migrate our former chat to Genesys CX web messaging since Genesys will shut down their chat functionality.

So, one of the main differences when it comes to KPIs might be the different data points you need to consider when measuring the AHT of an interaction. Like the start might be clear, but at which point is the interaction supposed to "end" and the AHT for the dedicated customer topic is clear.

Another point on quality KPIs might be: At which point and how often would you perform post contact quality surveys towards the customer. This will have a significant impact on your NPS. 

The out of the box reporting indicators by Genesys are quite good and indeed easy to consult but your main effort might be your internal changes you need on your existing reportings. Best would be to set it up all new, but of course you will loose the direct comparability of the reportings before and after the switch. It's going to be more of a strategic decision then.

Does that help in the first place?  If not, please feel free to get in touch with me.

------------------------------
Monika Gruber
Expert Design Contact Center Systems
1&1 Telecommunication SE
------------------------------

Hi @Victorien Dargaud, you're on the point! 

About the CSAT surveys: Imo this could be best evaluated looking at the main customer concerns and how they are handled usually. Like are there numerous intermittend interactions (which is what I'm assuming since we're talking about an asynchronous contact channel). Which point are you taking then into consideration for the concern to be solved. And also: What does it change on your CSAT level if your customer really meets different agents during that time from getting in contact until the concern is solved. What are the expectations of your customers and what fits your strategic focus?

In any case I'm definitely open to share thoughts and experience after our transition is finished.  :)

 

------------------------------
Monika Gruber
Expert Design Contact Center Systems
1&1 Telecommunication SE
------------------------------

Original Message:
Sent: 01-24-2024 13:19
From: Victorien Dargaud
Subject: Switch to web messenging and performance dashboards

Hello @Monika Gruber, thank you very much for your answer.

You bring interesting points. We already find documentation on Average response time, Focus time and dormant session, which could be indicators more relevant to evaluate our performance. You're definitely right to point out that we 'll need to start "fresh", meaning comparison with existent data might be difficult after the transition.

Another point on quality KPIs might be: At which point and how often would you perform post contact quality surveys towards the customer. This will have a significant impact on your NPS. 

That's a thing that we need to consider indeed. We have a very seasonal activity with high volume to handle. Therefore we also expect that a conversation might be handled by several agents depending on the speed of answer of a client. I'm definitely wondering how to handle a CSAT survey when it comes to this case. 

Would you be open to a call to share your experience after you have done your transition? Your feedback would be super interesting :)

------------------------------
Victorien Dargaud
Vosker
------------------------------


Original Message:
Sent: 01-24-2024 04:19
From: Monika Gruber
Subject: Switch to web messenging and performance dashboards

Hello @Victorien Dargaud, we are at the moment about to migrate our former chat to Genesys CX web messaging since Genesys will shut down their chat functionality.

So, one of the main differences when it comes to KPIs might be the different data points you need to consider when measuring the AHT of an interaction. Like the start might be clear, but at which point is the interaction supposed to "end" and the AHT for the dedicated customer topic is clear.

Another point on quality KPIs might be: At which point and how often would you perform post contact quality surveys towards the customer. This will have a significant impact on your NPS. 

The out of the box reporting indicators by Genesys are quite good and indeed easy to consult but your main effort might be your internal changes you need on your existing reportings. Best would be to set it up all new, but of course you will loose the direct comparability of the reportings before and after the switch. It's going to be more of a strategic decision then.

Does that help in the first place?  If not, please feel free to get in touch with me.

------------------------------
Monika Gruber
Expert Design Contact Center Systems
1&1 Telecommunication SE