Genesys Training and Activity Scheduling (EE12) for PureEngageCloud

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This topic is part of the manual PureEngage Cloud Use Cases for version Public of Genesys Use Cases.
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Manage training, coaching and offline activities scheduling across the workforce

What's the challenge?

Scheduling agents for online versus offline tasks requires a delicate balance and coordination with back-end resources. While you want your agents to be servicing customers, you also want to provide them with appropriate training and coaching. When these processes are disparate, it makes scheduling challenging.

What's the solution?

Optimize and automate your scheduling process. Break away from manual spreadsheets and ease supervisor burdens by integrating offline tasks. Use operational insights on your agent competency to target effective training. Empower and trust agents to manage their individual schedules while reducing costs.

Story and Business Context

Optimizing offline scheduling tasks allows a business to streamline operational processes between departments such as resource planning/forecasting, training, and contact center operations. Scheduling offline tasks is typically a very manual process occupying up to 30%+ of resource planning and training resources.

Scheduling offline activities such as meetings, training, and coaching, can often be a time-consuming and disparate process. Consequently, scheduling teams have to juggle the optimum time for each session based on the business requirements and targets with room, manager and trainer availability. Due to the different business areas and systems involved, many in-house spreadsheets are developed to help record, track, and communicate the progress of the activities, all adding time and complexity to the process.

Training Manager helps remove these challenges, promoting a more collaborative working practice while managing the end-to-end process as a single entity. Managers and trainers can request and schedule their own ad-hoc meetings and training via the Training Manager Web Portal.

Through integrations with Workforce Management and Exchange, Training Manager can show:

  • The best time to schedule an activity for the business and the agent availability.
  • When managers and trainers are available
  • When rooms are available

This integration allows for the creation of an optimized schedule for activities in minutes. Once finalized, the schedule can automatically be pushed to the following systems:

  • WFM
    • Update agent, manager, and trainer schedules and work exceptions
  • Exchange
    • Update room calendars
  • Training Manager Portal
    • Update agent, manager, and trainer calendars
    • Create training attendance registers
  • Email
    • Send participants and facilitators notification and calendar invites to their scheduled sessions

Use Case Benefits

Use Case Benefits Explanation
Improved Employee Satisfaction Improve speed to competency through scheduled targeted training interventions set against Performance DNA results or by skill level; also limits training shrinkage. Improve visibility of training completion status through the Operational Dashboard to deliver improved training completion
Reduced Administration Costs Improve offline scheduling enables tasks between resource planning, training, and operations all to be done in minutes, not days or even hours. This in turn delivers operational efficiency with a reduction or reallocation of resources of approximately 30%. Improve management of room bookings through Outlook integration reduces scheduling and planning by optimizing the end-to-end training process. Improve scheduling of team meetings and one-on-one meetings between supervisors and employees. Empower managers to schedule their own meetings through the portal (within set parameters) means less workload for resource planners

Summary

Deliver a set of capabilities to workforce planners that allow them to efficIently plan and execute offline scheduling of activities in the most efficient manner.


Use Case Definition

Business Flow

The following diagrams show the business flow of the use case.

The business flow described below requires the base configuration of Training Manager and WFM to be completed by Genesys Professional Services with future schedule and forecast data built and Training Manager configuration.

Business Flow Description

Ad-hoc meetings

  1. Scheduler builds the Training Manager environment:
    • Defines Meeting Types.
    • Defines Locations and Rooms.
    • Optimizes Search parameters.
    • Maps Parameters to Meeting Types.
    • Enables auto-scheduling of requests.
  2. Scheduler verifies that there is a current / future forecast and schedule.
  3. Team Manager creates meeting request via the web portal:
    • Selects Meeting Type.
    • Specifies date range and times of day.
    • Selects the Manager to facilitate the meeting.
    • Selects the Location where the meeting should take place.
    • Selects the Attendees for the meeting based on the WFM hierarchy.
  4. Submits the Meeting to the Automated queue.

The queued request is processed on a first-come-first-served basis and automatically triggers the search algorithm, which:

    • Collects staffing Requirements, Staffing Levels, Agent Availability, and Manager Availability from WFM.
    • Collects Room Availability from Exchange.
    • Schedules the meeting(s) at an optimized time to suit the business, Manager, and Attendees.
    • Adds failed requests to a work queue for a Scheduler to review manually.
  1. Automated processes:
    • Write Work Exceptions to WFM.
    • Create room bookings in Exchange calendars.
    • Email the facilitating Manager and Attendees with the details of the meeting.
    • Update product Manager and Agent calendars.
    • Notify the person making the request of its progress.

Business Flow

Recurring Meetings

Business Flow Description

Recurring Meetings

  1. Scheduler builds the Training Manager environment:
    • Defines Meeting Types.
    • Defines Locations and Rooms.
    • Optimizes Search parameters.
    • Maps Parameters to Meeting Types.
    • Enables auto-scheduling of requests.
  2. Scheduler verifies that there is a current / future forecast and schedule.
  3. Scheduler creates the Meeting Template:
    • Selects Meeting Type.
    • Specifies date range and times of day.
    • Selects the Manager to facilitate the meeting.
    • Selects the Location where the meeting should take place.
    • Configures recurrence rules.
      • Daily / Weekly / Monthly recurrence
      • Recurrence frequency, every X days, weeks, months
      • Minimum number of days between meetings, to prevent monthly one-to-one meetings happening in the same week, such as the 30th of one month and the 4th of the next.
    • Selects the Attendees for the meeting based on the WFM hierarchy.
  4. Scheduler selects the meeting and runs an Optimized Search. The search algorithm:
    • Collects staffing requirements, staffing levels, agent availability and manager availability from WFM.
    • Collects room availability from Exchange.
    • Schedules the meetings at an optimized time to suit the business, manager, and attendees.
    • Adds failed requests to a work queue for a scheduler to review manually.
  5. Automated processes:
    • Write Work Exceptions to WFM.
    • Create room bookings in Exchange calendars.
    • Email the facilitating manager and attendees with the details of the meeting.
  6. Updates appear in the manager and agent calendars.

Business Flow

Training Requests

For each schedule run / creation, update the date range and run a new optimized search. The user is notified of any team changes that have taken place since the last meeting was scheduled.

Business Flow Description

Training Requests

  1. Scheduler builds the Training Manager environment:
    • Defines Meeting Types.
    • Defines Locations and Rooms.
    • Optimizes Search parameters.
    • Maps Parameters to Meeting Types.
    • Enables auto-scheduling of requests.
  2. Scheduler verifies that there is a current / future forecast and schedule.
  3. Learning and Development creates a Training Template:
    • Selects a Training Type.
    • Specifies date range and times of day.
    • Selects the Trainer to facilitate the Training.
    • Selects the Location where the Training should take place.
    • Select the Attendees for the Training based on the WFM hierarchy.
  4. Submit the training to the automated queue.

The queued request is processed on a first-come-first-served basis and automatically triggers the search algorithm, which:

    • Collects staffing requirements, staffing levels, agent availability and manager availability from WFM.
    • Collects room availability from Exchange.
    • Schedules the training at an optimized time to suit the business, manager, and attendees.
    • Adds failed requests to a work queue for a scheduler to review manually.
  1. Automated processes:
    • Write Work Exceptions to WFM.
    • Create room bookings in Exchange calendars.
    • Email the facilitating Trainer and Attendees with the details of the Training.
    • Update in product Trainer and Agent calendars.
    • Notify the person making the request of its progress.

When used in conjunction with Performance DNA the Learning and Development team can target specific agent learning or levels of learning based on:

  • Performance trends across the organization.
  • Individual performance trends.
  • Results from previous training / learning / coaching sessions.
  • WFM skill.
  • Correlation analysis: other agents that performed well in a specific training went on to improve in a skill. For example, agents that performed well in the ”understanding customer needs” training went on to improve their NPS score.



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.