Genesys Omnichannel Workforce Scheduling (EE02) for PureConnect
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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.
Story and Business Context
Use Case Benefits
Use Case Definition
Business Flow Description
For more details
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