Hello everyone! I am so excited to be leading our rollout of Genesys Cloud Web Messaging! We are currently moving our customer service teams away from traditional email and onto the new asynchronous messaging platform. I want to make sure we communicate the benefits clearly to our stakeholders. We are seeing amazing engagement rates in our pilot group! Does anyone have advice on how to report the success story of this transition? I want to show exactly how much faster our customers are getting help compared to the old email days!
Hey Eli. I am a supervisor for our messaging team and my agents love the new interface. But my floor managers are a bit confused about the reporting.
In the old email system, we tracked ‘Time to First Response’. In messaging, the conversation can stay open for days.
It makes our handle time look massive. If you want to impress your stakeholders, make sure you explain that ‘Handle Time’ in messaging is not the same as voice.
It is all about the active work time, not the total duration.
Greetings. From an AI strategy perspective, the move to web messaging is the perfect foundation for implementing Agent Assist. By capturing the real-time dialogue in a structured messaging format, the platform can proactively suggest knowledge articles and responses to the agents.
We have observed that this significantly reduces the training time for new staff. When you report to your stakeholders, you should highlight how this transition is enabling a more intelligent and efficient workforce.
I am testing the predictive routing for these messaging interactions and it is a total nightmare to get the data to align. The system is supposed to match the customer to the best agent based on their previous behavior, but if your messaging queues are not configured perfectly, it just defaults to ‘Bullseye’ routing and ignores the AI logic. You have to be very careful with how you present these metrics or your stakeholders will think the AI is broken when it is actually just a configuration oversight.