Step 1: Genesys Cloud integration
The first step to getting CX Index up and running is to integrate with your Genesys Cloud environment.
Step 2: Build surveys and add metrics
The second step is to configure surveys. Follow the helpful steps outlined in these articles to build your surveys for each channel in CX Index.
- Understanding Survey Channels (Genesys Cloud Integration)
- How to Use the Survey Builder
- Configuring Metrics
- Configuring an IVR Survey (Genesys Cloud)
- Configuring an SMS Survey (Genesys Cloud)
- Configuring an Email Survey (Genesys Cloud)
Step 3: Set up hierarchy
The next step is to set up your organisational hierarchy. There is no end to the flexibility available you have when setting up teams.
Once you set up your teams, you will need to establish which teams will have access to which surveys.
Step 4: Add users
Now you are ready to import users into the platform. You can find all User Admin help articles here, or the key articles to get started below.
- How do role-based access controls work?
- User Management in CX Index
- Importing Users from Genesys Cloud
Step 5: Configure permissions
Within CX Index you have absolute control over what groups of users have access to what functionalities. With permissions groups you can limit access to parts of the platform for some users and enable access for others.
Step 6: Configure case management rules
The sixth step is to set up case management rules, reasons and custom case fields. You can find all case management help articles here, or follow the steps below.
- Create Case Rules - these are the rules for each survey that will trigger an alert to team managers or supervisors in your system.
- Add Case Reasons - when an case supervisor is actioning a case, they have the ability to assign a "reason" explaining the failure point of the survey process i.e. what went wrong for the customer to give such feedback. These are incredibly useful for tracking trends around what is causing problems leading to negative feedback in your business.
- Add Custom Case Fields - custom case fields are essentially a short questionnaire the case supervisor can fill out in order to provide a more comprehensive view of the case.
Step 7: Build reports
You have endless possibilities when it comes to the types of reports you can create in CX Index for your key stakeholders. These articles are your starting point:
Step 8: Add NLP categories
With CX Index's Natural Language Processing tool you can gain added insights on the unstructured data you receive in comments from customers.