Genesys Shrinkage Management (EE03) 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 Shrinkage Management (EE03) for Genesys Engage on-premises product and use case as a Workforce Engagement Management option.
Improve operational effectiveness by better managing agent non-working time

What's the challenge?

Your contact center has many locations, time zones, and employees. Managing shrinkage with a spreadsheet based approach isn't working. Shrinkage is eroding the amount of time agents spend handling customer interactions which leads to increased operational expense, reduced service levels, and customer churn.

What's the solution?

Genesys WFM Solution improves forecast and schedule accuracy by including shrinkage in the plan. Schedule adherence, a primary cause of shrinkage, tracks variances between target and actual employee availability. With accurate workforce scheduling you can deliver higher service levels at lower operating costs.

Use Case Overview

Story and Business Context

Use Case Benefits*

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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 1.0.0 last updated December 14, 2020