Genesys Workforce Scheduling for Voice (EE01) for PureConnect
What's the challenge?
Optimizing employees’ schedules is a tricky balance. Under staff, and customer experience can suffer as wait times climb, SLAs slip, and agents feel pressured. Over staff, and high workforce costs cut into your bottom line. Without easy, accurate forecasts, it’s hard to schedule your workforce effectively.
What's the solution?
Find the right balance. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across queues and activities. Factor in agent skills and contract rules to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence.
- 1 What's the challenge?
- 2 What's the solution?
- 3 Use Case Overview
- 4 Use Case Definition
- 5 User Interface & Reporting
- 6 Customer-facing Considerations
Use Case Overview
Story and Business Context
Use Case Benefits*
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry, lines of business or Genesys product line: Info needed.
Use Case Definition
Business and Distribution Logic
User Interface & Reporting
All required, alternate, and optional use cases are listed here, as well as any exceptions.
|All of the following required:||At least one of the following required:||Optional||Exceptions|
- Version v 1.0.0 last updated December 14, 2020