EE10-B - Titles and Canonical Info
- 1 Administration Dashboard
- 2 Titles and Taxonomy
- 3 Canonical Information
- 4 Canonical Sales Content
- 5 Pain Points (Business Context)
- 6 Desired State - How to Fix It
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
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.
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:
|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
- The agent initiates a request in the system
- Time off requests
- self-manage exceptions
- Schedule preferences
- The system validates the request
- A supervisor approves or rejects the request
- The master schedule is updated
Data Sheet Image
Canonical Sales Content
- Head of Contact Center(s)
- Head of Customer Service
- Head of Operations
How does your organization manage operational efficiency and employee engagement?
How do your employees manage their schedules and tasks?
How do Supervisors manage coverage of schedules, constraints and labor laws ?
Pain Points (Business Context)
- Exception requests from employees historically have been manual tasks coming either through request systems or via email.
Desired State - How to Fix It