EE26 - Titles and Canonical Info

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This information is shared by EE26 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 Back-office Scheduling

Optimize utilization for back-office and task-based workers

Employee Engagement

Workforce Engagement

No draft

Canonical Information

Platform Challenge and Solution

Platform Challenge: Even the most consistent business has peak periods and needs that change over time. Staffing for peaks leaves some people sitting and waiting for work, but staffing for the average load means unhappy customers or incomplete work during peaks. What if you could better predict and respond to changes?

Platform Solution: Back-office scheduling tools to effectively and accurately forecast work loads, with schedule automation and manual management processes. These systems are widely used by a range of support organizations for dependable efficiencies by aligning work priorities while decreasing management overhead.

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 Employee Utilization Drive greater utilization and reliability with better scheduling for employee availability.
Reduced Employee Attrition Improve team satisfaction with better schedule consistency and predictability.

High Level Flow

High Level Flow Steps

  1. Create or modify a forecast scenario
  2. Step through the forecasting wizard to build volumes
  3. Step through the staffing build wizard to determine FTE needs
  4. Change requests are submitted by supervisors and agents
  5. Forecasting is modified
  6. Publish the forecast and notify the scheduler

Data Sheet Image

EE26 - genesys back-office scheduling - header (2).png

Canonical Sales Content


  • Chief Financial Officer
  • Head of Contact Center(s)
  • Head of Customer Service

Qualifying Questions

1 Can your teams use better tools for back-office scheduling (handling peaks and lulls proactively)?

2 Are your teams happy with their work patterns and shift assignments, or would they like more freedom to control their schedules?

3 Are you using manual processes (or spreadsheets) to manage schedules?

Pain Points (Business Context)

  • No visibility into back office expected workload/staffing needs
  • Not meeting back office service expectations through increasing backlog
  • No visibility into real time back office employee monitoring and performance trending
  • Inability to optimize back-office employee utilization

Desired State - How to Fix It

  • Ability to automatically gather historical work item arrival and existing backlog information, determine future workload arrival patterns, and calculate precise staffing needs by unique back office work type.
  • Ability to see in real time the exact state of all back-office employees and how that relates to their optimized schedule state.
  • Ability to see predicted back-office arrival patterns as compared to actual arrival patterns to determine current and near-future trending
  • Ability to provide back-office employees with optimized schedules detailing how their time can and should be best spent in accordance with business goals and customer expectations.

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