Workforce Optimization (WFO) 2 bundle

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


Describes the WFO 2 bundle, its capabilities, and measurements in Genesys Choice.

WFO 2 bundle is a performance management bundle that offers all the capabilities of WFO 1A and WFO 1B bundles as well as Speech Analytics capabilities.

Speech Analytics provides analysis of the recorded conversations by generating transcripts of both sides of the conversation. It then categorizes voice interactions based on customized criteria (topics/phrases and call events) to visualize trends and KPIs for analysis to improve your contact center operations and improve customer experience.

Prerequisites

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 and who are also included in the Workforce Management (WFM) schedules during the billing period.

(Or)

Concurrent and Enabled number of Users who are included in Speech Analytics.
Unit of measure User
Metric name bundle_wfo_2
Metric frequency Daily
Metric scope Region
Metric definition and capabilities Users are counted as WFO 2 Users if
  • they have used Voice Recording and/or Screen Recording (WFO 1A), and
  • they are also included in the WFM schedules (WFO 1B) during the billing period

or

  • they are included in Speech Analytics. In this case, the user is always counted as a WFO 2 User regardless of their usage of WFO 1A or WFO 1B bundle.

Concurrent and Named licensing

  • Concurrent: Named WFO 2 users who are either in the WFO 1A concurrent user list (peak concurrent recorded) or in the WFO 1B concurrent scheduled users (largest shift) list will be billed as Concurrent Users for WFO 2.
  • Named: Unique named users for WFO 1A and WFO 1B.

Capabilities

  • Full transcription of the call
  • Masking of digits on playback (optional)
  • Search based on analytics data (words, topics, categories)
  • Speech Analytics specific reports
Data source Genesys Info Mart database, Genesys Interaction Recording database, and Genesys WFM ETL database
Deployment model One global instance of Genesys Info Mart database for each tenant.