Genesys Omnichannel Workforce Scheduling (EE02) for PureConnect

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This topic is part of the manual PureConnect Use Cases for version Current of Genesys Use Cases.
Important
The Optimizer Use Case for PureConnect is not available. Please reference the Genesys Omnichannel Workforce Scheduling (EE02) for Genesys Engage on-premises product and use case as a Workforce Engagement Management option.
Optimize employee utilization for all digital interactions

What's the challenge?

Your call center may have set hours, but your digital channels are always on. Without the right insights, it’s hard to create balanced schedules that allow your company to be responsive to digital interactions while considering employee hours, contracts, preferences and time off, and labor laws.

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 channels. Factor in arrival patterns and hours of operation to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence.

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.

*You can sort all use cases according to their stated benefits here: Sort by benefits

Summary



Use Case Definition

Info needed.

Business and Distribution Logic

Business Logic



Distribution Logic



User Interface & Reporting


Agent UI

Info needed.

Reporting

Real-time Reporting

Info needed.

Historical Reporting

Info needed.

Customer-facing Considerations

Interdependencies

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
None None None None


General Assumptions

Customer Responsibilities



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Document Version

  • Version V 1.0.1 last updated December 14, 2020