Genesys Cloud - Main

Hi Team,

My customer is facing some challenges regarding their WhatsApp channel.

First, we would like to know if there is a way to retrieve several metrics to have better insights on the channel activity:

Waiting time is accumulating among different messages which impacts SLA and ASA:

• Can we get wait time per message and per interaction?
• Can we see messages per interaction?
• Can we look at waiting time and SLA also within opening hours?

This data should be accessible in such a way that we can for instance analyze the messages outside of SLA, the ASA per message, the amount of messages and which type of interactions.
We do not have any visibility for neither Chat or WhatsApp on Abandonment rate.
Can we get visibility in #automated messages sent to consumer per interaction?

If not natively available, what would you advise (API or other)? 

Secondly, we would like to know if the following UI improvements would be available/possible:

• Can we improve the welcome message for the consumer, to immediately ask for some details to be shared? This will prevent the agent needing to ask which – as the channel is asynchronous, may cause a delay.
• Can we use the canned responses feature integrated in Genesys? Currently teams are using offline Excel templates: Use a WhatsApp template message - Genesys Cloud Resource Center

And as other wishes:

• Can we create outbound message templates if any follow-up with consumer is needed on a case? To make sure we don't start emailing with consumers who attempted to reach us on WhatsApp Get an approved WhatsApp message template - Genesys Cloud Resource Center 
• Can we deflect incoming calls to WhatsApp queue? 

Thanks in advance for your help.

#DigitalChannels
#Reporting/Analytics

------------------------------
Lionel Largent
Orange SA
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Were you able to get these things figured out?

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Executive Adoption Consultant
Genesys
------------------------------

Original Message:
Sent: 12-05-2023 09:16
From: Lionel Largent
Subject: WhatsApp Reporting and Operations Challenges

Hi Team,

My customer is facing some challenges regarding their WhatsApp channel.

First, we would like to know if there is a way to retrieve several metrics to have better insights on the channel activity:

Waiting time is accumulating among different messages which impacts SLA and ASA:

• Can we get wait time per message and per interaction?
• Can we see messages per interaction?
• Can we look at waiting time and SLA also within opening hours?

This data should be accessible in such a way that we can for instance analyze the messages outside of SLA, the ASA per message, the amount of messages and which type of interactions.
We do not have any visibility for neither Chat or WhatsApp on Abandonment rate.
Can we get visibility in #automated messages sent to consumer per interaction?

If not natively available, what would you advise (API or other)? 

Secondly, we would like to know if the following UI improvements would be available/possible:

• Can we improve the welcome message for the consumer, to immediately ask for some details to be shared? This will prevent the agent needing to ask which – as the channel is asynchronous, may cause a delay.
• Can we use the canned responses feature integrated in Genesys? Currently teams are using offline Excel templates: Use a WhatsApp template message - Genesys Cloud Resource Center

And as other wishes:

• Can we create outbound message templates if any follow-up with consumer is needed on a case? To make sure we don't start emailing with consumers who attempted to reach us on WhatsApp Get an approved WhatsApp message template - Genesys Cloud Resource Center 
• Can we deflect incoming calls to WhatsApp queue? 

Thanks in advance for your help.

#DigitalChannels
#Reporting/Analytics

------------------------------
Lionel Largent
Orange SA
------------------------------