Genesys Workforce Engagement

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This topic is part of the manual Genesys Engage On-Premises Use Cases for version Current of Genesys Use Cases.

GenesysEngage-onpremises  

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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