EE11 - Titles and Canonical Info

Important

This information is shared by EE11 use cases across all offerings.

Administration Dashboard

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

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Shift Bidding	Empower employees to influence their schedules	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

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

Platform Solution: Supervisors manage specific employees who can choose shifts or schedule they want while managing the operation of the contact center.

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 customer service with happy, engaged employees.
Improved Employee Utilization	Produce ideal schedules while adhering to business rules and labor laws.
Reduced Employee Attrition	Allow employees to select profile schedules based on their personal<br>preferences.

High Level Flow

High Level Flow Steps

1. A supervisor creates profiles and assigns skills
2. The supervisor creates a bidding schedule scenario
3. The supervisor builds the schedule
4. Prepare bid - Select which agents can bid. Set open/close times
5. Agents bid on schedules
6. The bid closes
7. Agents are assigned - The supervisor can auto assign or optionally assign agents
8. The schedule is published

Data Sheet Image

Canonical Sales Content

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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)

• Employee satisfaction in regards to shift designs leads to attrition and employee engagement issues.​

Desired State - How to Fix It

• Enable employees with self- service by allowing them to bid on their shift.