EE28 - Titles and Canonical Info

Important

This information is shared by EE28 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 Task-based Scheduling	Control the scheduling of the sequence of task agents work on	Employee Engagement	Workforce Engagement	No draft	GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Within your contact center, you don't have the ability to optimize scheduling of certain tasks. For example, you may want your agents to do certain tasks only when they are not needed for higher priority work resulting in increased costs and decreased productivity.

Platform Solution: Task sequencing allows your administrators and management teams to utilize workforce management to create sequences of events that can be scheduled on a regular basis.

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	Prioritize work to occur at the proper time to deliver the best customer experience.
Improved Employee Utilization	Make sure your agents work on the right tasks, at the right time and in the right channel and order.
Reduced Overtime Costs	Optimize task scheduling to reduce costs of overtime or additional staff, for example.

High Level Flow

High Level Flow Steps

1. Create an activity that represents a task
2. Create an activity set that is associated with the task
3. Create a shift rule to optimize the agent schedule
4. reate a task sequence to order tasks
5. ssociate a shift rule in WFM

Data Sheet Image

Canonical Sales Content

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Personas

• Contact Center Supervisor / Manager
• Head of Contact Center(s)
• Head of Workforce Planning

Qualifying Questions

1. Do you have specific times for agents to perform unique tasks that MUST be performed that otherwise wouldn't be scheduled?
2. Do you need to optimize agents to do certain tasks only when they are not needed for higher priority work?
3. Do you need to anchor certain tasks to the beginning or end of an agent's schedule regardless of specific start and end times?

Pain Points (Business Context)

• Cannot define specific times for agent's to perform unique tasks that MUST be performed that otherwise wouldn't be scheduled. (Manual outbound dialing, email-box cleanup, TPS reports, manual correspondence, etc...)
• Cannot optimize agents to do certain tasks only when they are not needed for higher priority work
• Cannot anchor certain tasks to the beginning or end of an agent's schedule regardless of specific start and end times

Desired State - How to Fix It

• Configure and implement Task Sequences