EE10-A - Titles and Canonical Info

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Important
This information is shared by EE10-A 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 Employee Schedule Preferences

Empower employees with self-administration of their schedule

Employee Engagement

Workforce Engagement

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: As millennials make up more of your workforce, they want more control in their lives and want to easily self-manage their schedules. Managers want to reduce the time it takes to manage this process as long as the contact center runs efficiently.

Platform Solution: Give employees the control they want. The right web application empowers employees to self-manage their schedules through business rules. Employees can request time off, submit schedule preferences, and manage exceptions — without going through a supervisor or planner.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Customer Experience Provide better service with empowered, happy employees.
Improved Employee Utilization Give managers more time to plan the contact center to optimize efficiency.
Reduced Employee Attrition Improve employee engagement by giving employees more control over their schedules.

High Level Flow

High Level Flow Steps

  1. The agent initiates a request in the system
  2. Time off requests
  3. self-manage exceptions
  4. Schedule preferences
  5. The system validates the request
  6. A supervisor approves or rejects the request
  7. The master schedule is updated

Data Sheet Image

EE10 A - D - Genesys Employee Schedule Preferences (2).png

Canonical Sales Content

Personas

  • Head of Contact Center(s)
  • Head of Customer Service
  • Head of Operations


Qualifying Questions

  1. How does your organization manage operational efficiency and employee engagement?
  2. How do your employees manage their schedules and tasks?
  3. How do Supervisors manage coverage of schedules, constraints and labor laws?

Pain Points (Business Context)

  • Processing time off requests manually is both time consuming and process heavy for workforce management teams
  • Employees get frustrated with the lack of tools available for them to self-manage their schedules.

Desired State - How to Fix It


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