EE01 - Titles and Canonical Info

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Important
This information is shared by EE01 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Workforce Scheduling for Voice

Optimize employee utilization for voice interactions

Employee Engagement

Workforce Engagement

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Optimizing employees’ schedules is a tricky balance. Under staff, and customer experience can suffer as wait times climb, SLAs slip, and agents feel pressured. Over staff, and high workforce costs cut into your bottom line. Without easy, accurate forecasts, it’s hard to schedule your workforce effectively.

Platform Solution: Find the right balance. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across queues and activities. Factor in agent skills and contract rules to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results

High Level Flow

High Level Flow Steps

  1. Planner creates a new forecast in Genesys Workforce Management
  2. He selects the required forecasting and activities for the forecast
  3. The desired Service Level Objective is configured
  4. The workforce management application creates the forecast
  5. The forecast is published and the planners are notified
  6. The forecast gets validated by the planning team
  7. ‘Schedule Build Wizard’ is used to select sites and build parameters
  8. Modifications are made to the schedule
  9. The schedule is published to the master schedule​
  10. Employees get notified of working hours and modifications are made as required
  11. The final schedule gets published and the intraday team is notified
  12. Adds, moves and changes are made to the system
  13. Changes to activities are made triggered by change in demand
  14. Employees are notified of changes in their assigned activities/schedule
  15. Schedule adherence is monitored in real time and action taken if needed
  16. Forecaster and planner evaluate results and performance for next planning cycle

Data Sheet Image

EE01 - genesys workforce scheduling for voice - header (2).png

Canonical Sales Content

Personas

  • Contact Center Supervisor / Manager
  • Head of Operations
  • Head of Workforce Planning


Qualifying Questions

  1. How do you ensure you are staffed to consistently meet your SLAs across activities/queues?
  2. How often do you struggle to find the right balance between understaffing/overstaffing?
  3. How do you currently create forecasts and schedules?

Pain Points (Business Context)

  • Inability to consistently meet SLA
  • Low customer satisfaction due to excessive wait times and low first call resolution
  • Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
  • High workforce cost due to overstaffing
  • Poor CX due to understaffing
  • Insufficient data for accurate forecasting
  • Real performance/SLA not in line with forecast/schedule prediction

Desired State - How to Fix It

  • Create an accurate forecast and effective schedule across all activities/queues
  • Gain better insight into effectiveness of several forecasting/scheduling scenarios
  • Report on who is ’out of schedule adherence’ in real time and historically.
  • Automatically gather data for accurate forecasting from contact center platform
  • Real time insight into intraday SLA and schedule adherence


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