Workforce Optimization (WFO) 1A bundle

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This topic is part of the manual Genesys Choice for version Current of System-Level Documentation.


Describes the WFO 1A bundle, its capabilities, and measurements in Genesys Choice.

WFO 1A bundle includes the following components:

  • Interaction Recording (voice) - provides a comprehensive solution to address market needs and challenges in meeting the legal and regulatory compliance requirements, and facilitates liability and dispute resolution.
  • Screen Recording - is an integral part of Active Call Recording.
  • Quality Management - provides comprehensive contact center quality assurance functions for scoring and improving an agent’s performance. It allows creating questionnaires with multi-level scoring, scheduling and executing evaluations, and provides reports to spot trends.

Prerequisite

You must have already signed up for any one of the Genesys Choice Voice or Digital bundles.

Metric specification

Billable item Concurrent and Enabled number of Users who used Voice Recording and/or Screen Recording during the billing period.
Unit of measure User
Metric name bundle_wfo_1a
Metric frequency Daily
Metric scope Region
Metric definition and capabilities Users are counted as WFO 1A Users if they exclusively used Voice Recording and/or Screen Recording during the billing period.

Concurrent and Named licensing

  • Concurrent: Peak concurrent recorded users in the billing period.
  • Named: Recorded users for voice and screen in the billing period.

Capabilities

  • Call Recording capabilities
    • Leverages common storage, security, and a centralized command and control architecture.
    • Supports voice interaction recording
    • Provides encryption on the recorded media file
    • Supports percentage-based and other recording types
  • Screen Recording capabilities
    • Leverages common storage, security, and a centralized command and control architecture.
    • Screen recording for voice interactions
    • Provides encryption
    • Supports percentage-based recording
    • Supports After Call Work (ACW)
    • Captures attached data during ACW
    • Provides ability to use multiple monitors

Quality Management capabilities

  • Monitor quality and evaluate agent's performance periodically and consistently
  • Manage Forms
    • Question types: Yes/No, Multiple Choice, Choose from List, Free Form, Sliding Scale, N/A, and Auto-Fail.
    • Questions organized as Groups with the Reusable Question Library.
  • Percentage-based weighting
  • Manage evaluation schedule
    • Create and manage evaluation and its schedules.
    • Types: Distributed by Agent, Distributed by Interaction, Shared/Pooled, Adhoc and Calibration.
    • Create multiple Forms within an evaluation.
  • Agent Feedback Notification
  • QM Reporting
  • Singled and Bulk Export of QM Data
Data source Genesys Info Mart database, Genesys Interaction Recording database
Deployment model One global instance of Genesys Info Mart database for each tenant.