Genesys Workforce Engagement
From Genesys Documentation
This topic is part of the manual Genesys Engage On-Premises Use Cases for version Current of Genesys Use Cases.
Genesys Workforce Engagement Use Cases for Genesys Engage on-premises
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| Use Case | Subtitle |
|---|---|
| Use Case | Subtitle |
| Genesys Workforce Scheduling for Voice (EE01) | Optimize employee utilization for voice interactions |
| Genesys Omnichannel Workforce Scheduling (EE02) | Optimize employee utilization for all digital interactions |
| Genesys Shrinkage Management (EE03) | Improve operational effectiveness by better managing agent non-working time |
| Genesys Schedule-based Routing (EE04) | Enable schedule-based routing |
| Genesys Voice Recording (EE07) | Record voice interactions |
| Genesys Voice and Screen Recording (EE08) | Record voice and screen interactions |
| Genesys Quality Management (EE09) | Improve employee performance with quality management |
| Genesys Employee Schedule Preferences (EE10-A) | Empower employees with self-administration of their schedule |
| Genesys Employee Schedule Preferences (EE10-B) | Empower employees with self-administration of their schedule |
| Genesys Employee Schedule Preferences (EE10-C) | Empower employees with self-administration of their schedule |
| Genesys Employee Schedule Preferences (EE10-D) | Empower employees with self-administration of their schedule |
| Genesys Shift Bidding (EE11) | Empower employees to influence their schedules |
| Genesys Training and Activity Scheduling (EE12) | Manage training, coaching and offline activities scheduling across the workforce |
| Genesys Skills Assessment (EE13) | Automate employee skills and capability assessment |
| Genesys Performance Management (EE14) | Identify and compare employee performance |
| Genesys Proficiency Development (EE15) | Automate personal development plan for employees |
| Genesys Skills Management (EE16) | Align employee skills and capability with operational performance |
| Genesys Outsourcer Management (EE17) | Manage skills and capabilities of outsourcer employees |
| Genesys Compliance Certification (EE19) | Deploy enterprise wide certification programs and fulfill regulatory compliance |
| Genesys Employee Onboarding (EE20) | Automate onboarding for improved speed to competency |
| Genesys IVR Recording (EE21) | Record the entire IVR interaction |
| Genesys Speech Analytics (EE22) | Gain basic insight into voice interactions using speech analytics |
| Genesys Advanced Text and Speech Analytics (EE23) | Achieve deeper operational insights with speech and text Analytics |
| Genesys Text and Speech Analytics for Customer Service (EE24) | Mine call recordings for insights to improve agent and customer experiences |
| Genesys Text and Speech Analytics for Compliance (EE25) | Enforce compliance and legal responsibilities with speech and text analytics |
| Genesys Back-office Scheduling (EE26) | Optimize utilization for back-office and task-based workers |
| Genesys WFM Third-Party Integration (EE27) | Enable bi-directional Integration of WFM with 3rd party systems |
| Genesys Task-based Scheduling (EE28) | Control the scheduling of the sequence of task agents work on |
| Genesys Compliance Recording (EE29) | Enable your contact center to meet quality and/ or regulatory compliance requirement |
| Genesys Selective Recording (EE30) | Deliver selective recording of your agents based on metadata for review purposes |
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