BO03/Canonical - Revision history

Shane.landy@genesys.com: USC: Updated HLF embed code

2021-03-31T13:58:25Z

USC: Updated HLF embed code

Shane.landy@genesys.com: USC: Updated benefits to align with calculators

2021-02-15T15:26:45Z

USC: Updated benefits to align with calculators

Shane.landy@genesys.com: USC: Updated Occupancy benefit to Utilization

2021-01-28T15:31:57Z

USC: Updated Occupancy benefit to Utilization

Shlandy93 at 11:59, April 1, 2020

2020-04-01T11:59:12Z

Bgrenon: 1 revision imported

2020-03-26T15:34:42Z

1 revision imported

Shlandy93 at 15:02, March 25, 2020

2020-03-25T15:02:05Z

smart_wiki>Shlandy93 at 15:01, March 25, 2020

2020-03-25T15:01:44Z

Shlandy93 at 10:04, January 15, 2020

2020-01-15T10:04:55Z

Bgrenon: 1 revision imported

2018-08-22T18:18:32Z

1 revision imported

Shlandy93 at 19:15, July 18, 2018

2018-07-18T19:15:34Z

New page

{{SMART Meta
|SolutionCategory=BO
|Solution=Digital
|Title=Genesys Task Distribution-Workgroup
|Subtitle=Optimize tasks sent to workbins
}}
{{SMART Canonical
|PlatformChallenge=Customer promises are broken as work falls through the cracks. Employee morale suffers with unfair workloads. The business faces low utilization, failed SLAs, transfers, churn, lower sales and poor visibility into performance. You need a better way to make work available to staff and manage tasks waiting to be handled.
|PlatformSolution=Make it easy for employees to see and select relevant work to make them more productive and enhance the employee and customer experience. Genesys Task Distribution - Workgroup places work into work bins so employees with certain skills can easily pick tasks to complete. Auto-escalation ensures service levels are met.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8a59c53b-b580-4bae-bcd9-4f6ed0c25262/0
|BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Operations
|QualifyingQuestions=# Are you failing to deliver on customer promises?
# Do you have lack of visibility into operational performance?
# Do you have employees working in silos without resource sharing?
}}
{{SMART DataSheetFlow
|Flow=Tasks are captured from source systems and passed to Genesys with key attributes
}}
{{SMART DataSheetFlow
|Flow=If resource for a given task is a resource group, then Genesys routes to applicable work bin
}}
{{SMART DataSheetFlow
|Flow=Group employee pulls next task from workbin
}}
{{SMART DataSheetFlow
|Flow=Employee handles task in source system within Genesys unified desktop
}}
{{SMART DataSheetFlow
|Flow=Due date monitored across workbin and employee , auto-escalation occurs if in danger of breach
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Apply business rules to consistently feed tasks to work bins to keep staff busy.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Constantly prioritize, monitor and, if needed, escalate tasks in work bins to meet service levels.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Group tasks so employees that pick them are able to address the customer’s issue the first time.
}}

@@ Line 20: / Line 20: @@
 *Equitable distribution of work items across employee base
 *Insights into workforce skills and proficiency
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/8a59c53b-b580-4bae-bcd9-4f6ed0c25262/0
+|HighLevelFlowLucid=8a59c53b-b580-4bae-bcd9-4f6ed0c25262
 |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Operations
 |QualifyingQuestions=# Are you failing to deliver on customer promises?

@@ Line 47: / Line 47: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Constantly prioritize, monitor and, if needed, escalate tasks in work bins to meet service levels.
 }}

@@ Line 43: / Line 43: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Apply business rules to consistently feed tasks to work bins to keep staff busy.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
(No difference)

← Older revision	Revision as of 15:02, March 25, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Operations
 |QualifyingQuestions=# Are you failing to deliver on customer promises?
@@ Line 11: / Line 26: @@
 # Do you have employees working in silos without resource sharing?
 |DataSheetImage=BO03.jpg
 }}
 {{SMART DataSheetFlow
@@ Line 31: / Line 43: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Utilization
+|CanonicalBenefitID=Improved Employee Occupancy
 |CanonicalBenefit=Apply business rules to consistently feed tasks to work bins to keep staff busy.
 }}

← Older revision	Revision as of 18:18, August 22, 2018
(No difference)