Genesys Cloud Architect Module 3 Lecture

Summary

This module delves into call flow components and their significance in telephony and contact center systems. It explains call flows as visual representations that dictate call handling and routing for efficiency and customer satisfaction. The video introduces Genesis Cloud Architect's pre-built call flow components, such as menus, transfers, and audio players, and demonstrates how to connect them to create customized call handling sequences. It emphasizes the importance of keeping call flows simple, using meaningful names, and thorough testing before deployment, ensuring smooth operations and high-quality customer experiences.

Takeaways

• 📊 Call Flow is a structured visual representation of a sequence of events and actions in a telephony or contact center system.
• 🔄 Call Flows are critical for handling, processing, and routing calls efficiently to ensure high-quality customer experiences.
• 🛠️ Call Flow components are pre-built elements used in Genesis Cloud Architect to create call flows, such as menus, tasks, and transfers.
• 🔗 Connecting components involves clicking and dragging them into the desired sequence to design the call flow according to organizational needs.
• ⚙️ Each component has one or more outputs that correspond to different outcomes or paths the call flow can take.
• 🎛️ Configuring connection properties is necessary for some components to specify details like the number to transfer to or the voicemail to use.
• 🔄 Proper component connections are crucial for creating effective call flow logic within the Genesis Cloud Architect.
• 📝 Tips for designing call flows include keeping them simple, reusable, and well-named, and testing them thoroughly before deployment.
• 📚 The module provides hands-on exercises to practice creating and connecting call flow components in Genesis Cloud Architect.
• ✅ Understanding the functions of call flow components is essential for creating efficient and effective call flows in a contact center environment.

Q & A

What is a call flow?

A call flow is a structured visual representation of a sequence of events and actions that occur within a telephony or contact center system when handling incoming or outgoing calls.

Why are call flows important in a contact center?

Call flows are critical in a contact center as they determine how calls are handled, processed, and routed to ensure efficient operations and high-quality customer experiences.

What is the role of call flow components in Genesis Cloud Architect?

Call flow components are pre-built elements used in Genesis Cloud Architect to create call flows, allowing users to design how their organization's specific needs are met in terms of call handling.

Can you give an example of a common call flow component?

Examples of common call flow components include play audio, menu, transfer to user, transfer to number, and disconnect.

How do you connect components in a call flow?

Components in a call flow are connected by clicking and dragging them into the desired sequence or by right-clicking on the arrowheads and selecting the appropriate output.

What is the significance of the arrows in a call flow?

Arrows in a call flow represent the different outcomes or paths that the call can take from a component, determining the sequence of actions as calls are processed.

What are some tips for designing effective call flows?

Tips for designing call flows include keeping them simple, creating reusable tasks and menus, using meaningful names for components, and testing call flows thoroughly before deployment.

How do you configure connection properties in call flow components?

Connection properties in call flow components are configured by selecting the appropriate output or path, which may involve setting variables or specifying details like the number to transfer to.

What is the purpose of the 'play audio' component in a call flow?

The 'play audio' component is used to play either text-to-speech or a pre-recorded prompt to the caller, enhancing the caller's experience or providing necessary information.

How does the transfer to voicemail component work in a call flow?

The transfer to voicemail component is used to direct calls to a voicemail system, often based on certain conditions like the system being closed or during holidays, ensuring that callers can still leave messages.

Outlines

00:00

📞 Introduction to Call Flows and Components

The speaker begins by welcoming the audience to module three, focusing on Call Flow components and basics. They define a call flow as a structured visual representation of a sequence of events and actions within a telephony or contact center system for handling calls. Call flows are crucial for efficient operations and high-quality customer experiences. Historically, calls were routed to a phone number, but modern systems can determine routing, duration, and self-help options. The speaker introduces call flow components, which are pre-built elements in Genesis Cloud Architect used to create call flows. They show a screenshot of the toolbox with various components like audio, call flow bot, comma module, menu, task, and transfer. The audience is encouraged to connect these components in a sequence that meets their organization's needs.

05:01

🔌 Common Call Flow Components and Design Tips

The speaker discusses common call flow components such as play audio, menu, transfer to user, transfer to number, and disconnect. They show a screenshot with a main menu and an after-hours menu, which will be created in hands-on exercises. The speaker emphasizes the importance of keeping call flows simple and easy to follow, using reusable tasks and menus, and giving meaningful names to components and call flows. They also stress the importance of thorough testing before deployment. The paragraph concludes with a tip to familiarize oneself with the wide range of components available in Genesis Cloud Architect and to engage with the hands-on exercises provided in the module to gain a deeper understanding of call flow creation and management.

Keywords

💡Call Flow

A call flow is a structured visual representation that outlines the sequence of events and actions that occur within a telephony or contact center system when handling calls. It is critical for ensuring efficient operations and high-quality customer experiences. In the script, the speaker discusses how call flows have evolved from simple routing to complex systems that can determine how to route calls based on various factors, such as time of day or type of call.

💡Contact Center

A contact center is a central point from which all incoming and outgoing contacts with customers are managed. It plays a crucial role in customer service and is often equipped with technology to handle high volumes of contacts. The script mentions the importance of call flows within a contact center, highlighting how they determine how calls are handled and routed to ensure efficient operations.

💡Genesis Cloud Architect

Genesis Cloud Architect is mentioned as a platform where call flows are created and managed. It provides a toolbox with pre-built elements that can be used to design call flows according to an organization's specific needs. The script describes how users can utilize this platform to create customized call flow experiences for their customers.

💡Call Flow Components

Call flow components are the pre-built elements used in the Genesis Cloud Architect to create call flows. They include actions such as playing audio, transferring calls, and disconnecting. The script provides examples of these components, explaining how they can be connected in a desired sequence to design call flows that meet organizational needs.

💡Play Audio

Play audio is a call flow component that allows for the playback of pre-recorded messages or prompts to callers. It is used to provide information or instructions to the caller. In the script, it is mentioned as one of the common call flow components that can be easily dragged and dropped into the call flow design.

💡Transfer

Transfer is a call flow action that directs a call from one destination to another, such as from the main menu to a specific department or to an external number. The script discusses various types of transfers, including transferring to a user, a number, or a queue, which are essential for routing calls efficiently within a contact center.

💡Disconnect

Disconnect is a call flow action that ends a call. It is used in scenarios where the call needs to be terminated, such as when the contact center is closed or during an emergency. The script mentions disconnect as one of the common call flow components, illustrating its use in different routing scenarios.

💡Menu

A menu in call flow terminology refers to a set of options presented to the caller, usually through an interactive voice response (IVR) system. The script mentions creating main menus and after-hours menus as part of the call flow design, allowing callers to navigate through different options to reach the desired destination.

💡Hands-On Exercises

Hands-On exercises are practical, interactive activities that allow users to apply the理论知识 they have learned. In the context of the script, these exercises are designed to help users practice creating and managing call flows using the Genesis Cloud Architect platform, reinforcing the concepts discussed throughout the video.

💡Efficiency

Efficiency in the context of call flows refers to the ability to handle calls in the most effective and least time-consuming manner. The script emphasizes the importance of designing call flows that ensure efficient operations within a contact center, which can lead to cost savings and improved customer satisfaction.

💡Customer Experience

Customer experience encompasses all interactions a customer has with a company, including the quality of service they receive. The script highlights how call flows play a critical role in shaping customer experiences by determining how calls are handled and routed, which can significantly impact a customer's perception of the company.

Highlights

Call Flow is a structured visual representation of a sequence of events and actions in a telephony or contact center system.

Call Flows are critical for determining how calls are handled, processed, and routed in a contact center.

Call Flows have evolved from simple number-to-phone routing to complex systems with self-help options.

Call Flow components are pre-built elements used in Genesis Cloud Architect to create call flows.

Components include audio, menus, transfers, and disconnects, among others.

Common Call Flow components are play audio, menu, transfer to user, transfer to number, and disconnect.

Call Flow components can be connected in a desired sequence to meet organizational needs.

Connecting components involves clicking and dragging them to the desired location.

Each component has one or more outputs that correspond to different outcomes or paths the call can take.

Configuring connection properties is necessary for some components to establish the correct flow.

Proper component connections are crucial for creating effective call flow logic.

Designing call flows should keep simplicity and ease of follow-up as key principles.

Reusable tasks and menus can help streamline the call flow design process.

Meaningful names for components and call flows are important for clarity and maintenance.

Testing call flows thoroughly before deployment is essential to ensure efficiency and quality.

Understanding the functions of call flow components is essential for creating efficient call flows in a contact center.

Familiarizing oneself with a wide range of components is key to effective call flow creation.

Hands-On exercises are provided to practice and understand the use of call flow components.

Transcripts

hey y'all welcome back to module three

uh call Flow components and Basics let's

go ahead and get started

so agenda what is a call Flow uh call

Flow components common call Flow

components and then connecting

components

so like I like the first one was what is

a call Flow It's a structured visual

representation of a sequence of events

and the actions that occur within a

telephony or contact center system when

handling incoming or outcoming calls

outgoing calls excuse me call flows do

play a critical role in the contact

center as they determine how calls are

handled processed and routed to ensure

efficient operations and high quality

customer experiences so essentially

um back in the old days they routed a

call it essentially they had a number

and it went to a phone and whoever

answered answered fast forward several

years now we have something that can

determine how to route it where we're

routing it how long we want to keep them

in the system maybe they have self-help

so all of this is part of the Genesis

Cloud architect experience as well as

the call Flow Center experience

so the call Flow components they are

pre-built elements used in Genesis Cloud

architect to create call foes you'll see

a screenshot along the right hand side

this is kind of a further uh drill down

of what these are you'll see in the last

module we went through this but this

actually shows exactly what the toolbox

looks like as the different audio call

Flow bot the comma module all the way

down from to menu task and transfer so

in those uh drop down arrows there's

even more components that you can select

from and you can buy connecting those

together in a desired sequence you know

why whether it's Loops to menus to tasks

to transfer to you know a user or queue

or or group

do you design it how your organization

needs and their specific needs

so common call Flow components uh here's

a few of them here play audio menu a q

transfer transfer to user transfer to

number and disconnect so in this

screenshot you'll see here along the

left hand side you'll see that there's

menus easily you know I have a main menu

here I have an after hours menu these

are what we are going to be creating in

in further Hands-On exercises you're

going to have I think three or four

Hands-On exercises just in this module

alone

um here's the play audio it's it's an

easy clicker drag that you can see

there's that toolbox that you can click

and drag things over to so you'll see

the different ways you can do things so

you can transfer to the ACD which is a

cue into support so it's a group of

people that might be in that queue to to

answer that call you can disconnect a

call you can transfer to an external

number you can also transfer to a user

you can also obviously play audio and

transfer however you want so just a

different

um the different ways you can route

things obviously this is dependent on a

schedule so I'm you know if it's closed

I'm transferring it to an external

number which maybe you have an external

support team that that takes care of

things that that's like a third party

vendor or something if it's a holiday

maybe you're going to transfer to

support because they have a 24 7 during

that holiday and then emergency you have

nothing so you're never going to put it

into emergency status it will just

disconnect

um so there's many options that you can

do to kind of Route things different

ways those are just some of the common

ones

so connecting those components pretty

easy we've we've talked about that you

can click and drag component to where

you want it to if you've dropped in the

wrong space you can then click and drag

it you know to the correct space you can

also right click on the on one of the

arrowheads and select which one you went

from there

identifying the output so each component

has one or more outputs represented by

small circles on the right side of the

component these outputs correspond to

different outcomes or paths that call

Flow can take from this component so

that is just really saying uh like play

audio there is an output that's needed

you need to have the output of either

text-to-speech or you need to have the

output of a a prompt that you've already

uploaded into Genesis cloud transferring

to a number of the output is what is the

number that's needed

um you know same thing with transferring

to a queue you need to you need to name

what Cue that is click and drag that's

uh I know we're going to talk about that

a lot but it's that's it's a really easy

way to take the components from one

place and drag them to the next that's

going to be you know throughout littered

throughout this course

connect to the next opponent so that's

an easy way to do it uh the arrows are

already there for you as you are as you

start adding components more arrows will

be dropped down there may be like a

dotted box that will then pop up below

one of those you can click and drag

those how you need

so configuring the connection properties

uh now it does say if applicable so that

is if you need to do that so like for

example play audio you're going to be

doing the output of the play audio

whatever you know whether it's text

speech or prompt that in that case

there's not going to have any connection

properties to it uh there may be some

other things that do have connection

properties as we work through the the

properties panel of our Hands-On

exercises you'll see uh Hands-On

examples of that

repeat the process so you'll continue

repeating those processes until uh until

you're complete with your call Flow

so connecting components

so proper component connections are

crucial for creating effective call Flow

logic within the Genesis Cloud architect

so those dependents are those

connections between components determine

the sequence of actions and decisions

that the system takes as processes as it

processes incoming calls and so the

example here that we have is uh really

just a simple transfer to voicemail

green prompt you can see what we're

doing here for uh the line off to the

left if you can kind of see that come

down go over to greeting prompt you will

see that this is most likely a schedule

group so during open it's going to tr

it's going to bypass everything else

it's going to go down into the green

prompt you can see I have variables set

for the green prompt and this is

something we will go through and set as

we get into later modules but the

transfer to voicemail component

excellent reason there if it's close or

holiday maybe we're going to transfer to

Q to the support queue but we really

want to just transfer them to the

support cues voicemail that voicemail

then gets back into queue and then the

next person that gets on Queue I will

get that voicemail

so tips for Designing call flows keep

them simple

um that's the one of the most important

things keep them simple keep them easy

to follow

um keeping keep them um pretty pretty

tight too so create uh create a reusable

reusable tasks reusable menus more

reusable tasks just to keep that

separated if you're you know if you're

coming in you want to play a greeting

prompt you want to do a data action then

you transfer into a reasonable prompt to

check a schedule that way you're able to

keep those separate and able to work on

those individually

use meaningful names for components and

call flows I know we went through that I

think in the last module but this is

also very important

um just keep it uh you know keep it to

what your business standards are I

always I always name my components

something different outside of the the

normal realm so I can look at it without

having to drill down to each component

to check it and then just make sure you

test those call flows thoroughly before

deploying

in conclusion so understanding call Flow

components and their functions is

essential for creating efficient

effective call flows in a contact center

environment familiar familiarize

yourself with the wide range of

components so there's a lot of

components in there you've seen just in

the screenshot on the right that we had

uh there's a lot there um click and drag

them all on there if you want that's

it's fine to do that and then you can

kind of go and click click on each

component see what the properties panel

pops up with get an understanding get

familiar with how that works we will

drill into this in later modules but

this is the time to really learn uh or

get familiar with the initial step and

then obviously we do have probably three

or four Hands-On modules or Hands-On

exercises in this module uh go ahead and

get started on those there's also that q

a that's at the end and then look

forward to seeing you guys in module

four