EE28 - Titles and Canonical Info

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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:

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


Canonical Information

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

EE28 - genesys task based scheduling - header (2).png

Canonical Sales Content

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


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