Genesys Workforce Engagement

From Genesys Documentation
Jump to: navigation, search
This topic is part of the manual Genesys Engage cloud Use Cases for version Public of Genesys Use Cases.
Read this topic for other versions:

GenesysEngage-onpremises  

Genesys Workforce Engagement Use Cases for Genesys Engage cloud

Sort or search the table to find the use case you need to edit. Click the title link to go to the use case.

Title Subtitle
Title 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 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 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
Genesys Agent Assist (EE31) Monitor customer and agent conversations to provide the agent with contextually relevant suggestions.