Genesys Cloud Architect Module 3 Lecture
Summary
TLDRThis 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
📞 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.
🔌 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.
Mindmap
Keywords
💡Call Flow
💡Contact Center
💡Genesis Cloud Architect
💡Call Flow Components
💡Play Audio
💡Transfer
💡Disconnect
💡Menu
💡Hands-On Exercises
💡Efficiency
💡Customer Experience
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
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