EE01/Canonical - Revision history

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

2021-03-31T15:33:29Z

USC: Updated HLF embed code

Shane.landy@genesys.com at 10:56, February 12, 2021

2021-02-12T10:56:04Z

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

2021-01-29T11:21:05Z

USC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com: UCC: Updated benefit name

2020-12-09T12:58:57Z

UCC: Updated benefit name

Shlandy93 at 13:43, April 23, 2020

2020-04-23T13:43:09Z

Bgrenon: 1 revision imported

2020-03-26T15:34:38Z

1 revision imported

Shlandy93 at 10:27, March 26, 2020

2020-03-26T10:27:36Z

smart_wiki>Shlandy93 at 12:34, March 24, 2020

2020-03-24T12:34:09Z

Shlandy93 at 15:12, January 15, 2020

2020-01-15T15:12:26Z

Bgrenon: 1 revision imported

2018-08-22T18:18:20Z

1 revision imported

@@ Line 20: / Line 20: @@
 *Automatically gather data for accurate forecasting from contact center platform
 *Real time insight into intraday SLA and schedule adherence
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/2362880a-b9c5-48de-a97d-124f36f5fa8a/0
+|HighLevelFlowLucid=2362880a-b9c5-48de-a97d-124f36f5fa8a
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Operations, Head of Workforce Planning
 |QualifyingQuestions=# How do you ensure you are staffed to consistently meet your SLAs across activities/queues?
@@ Line 74: / Line 74: @@
 {{SMART DataSheetFlow
 |Flow=Forecaster and planner evaluate results and performance for next planning cycle
 }}

@@ Line 84: / Line 84: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Attrition
+|CanonicalBenefitID=Reduced Employee Attrition
 |CanonicalBenefit=Genesys  integrated workforce planning capabilities ensures work gets to the right employee at the right time, identifies skill gaps and empowers agents with more control over their schedules with mobility and easy-to-use web-based tools.
 }}

@@ Line 76: / Line 76: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Use your employees more effectively, with optimal planning for need, skills and schedules.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Optimizing employees’ schedules is a tricky balance. Under staff, and customer experience can suffer as wait times climb, SLAs slip, and agents feel pressured. Over staff, and high workforce costs cut into your bottom line. Without easy, accurate forecasts, it’s hard to schedule your workforce effectively.
 |PlatformSolution=Find the right balance. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across queues and activities. Factor in agent skills and contract rules to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence.
@@ Line 85: / Line 84: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Attrition Rate
+|CanonicalBenefitID=Improved Employee Attrition
 |CanonicalBenefit=Genesys  integrated workforce planning capabilities ensures work gets to the right employee at the right time, identifies skill gaps and empowers agents with more control over their schedules with mobility and easy-to-use web-based tools.
 }}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Optimizing employees’ schedules is a tricky balance. Under staff, and customer experience can suffer as wait times climb, SLAs slip, and agents feel pressured. Over staff, and high workforce costs cut into your bottom line. Without easy, accurate forecasts, it’s hard to schedule your workforce effectively.
 |PlatformSolution=Find the right balance. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across queues and activities. Factor in agent skills and contract rules to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence.
-|PainPoints=* Inability to consistently meet SLA
+|PainPoints=*Inability to consistently meet SLA
-* Low customer satisfaction due to excessive wait times and low first call resolution
+*Low customer satisfaction due to excessive wait times and low first call resolution
-* Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
+*Low employee engagement due to high work pressure, receiving interaction types they cannot handle and ever changing schedules
-* High workforce cost due to overstaffing
+*High workforce cost due to overstaffing
-* Poor CX due to understaffing
+*Poor CX due to understaffing
-* Insufficient data for accurate forecasting
+*Insufficient data for accurate forecasting
-* Real performance/SLA not in line with forecast/schedule prediction
+*Real performance/SLA not in line with forecast/schedule prediction
-|DesiredState=* Create an accurate forecast and effective schedule across all activities/queues
+|DesiredState=*Create an accurate forecast and effective schedule across all activities/queues
-* Gain better insight into effectiveness of several forecasting/scheduling scenarios
+*Gain better insight into effectiveness of several forecasting/scheduling scenarios
-* Report on who is ’out of schedule adherence’ in real time and historically.
+*Report on who is ’out of schedule adherence’ in real time and historically.
-* Automatically gather data for accurate forecasting from contact center platform
+*Automatically gather data for accurate forecasting from contact center platform
-* Real time insight into intraday SLA & schedule adherence
+*Real time insight into intraday SLA and schedule adherence
 |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/2362880a-b9c5-48de-a97d-124f36f5fa8a/0
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Operations, Head of Workforce Planning

← Older revision	Revision as of 15:34, March 26, 2020
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← Older revision	Revision as of 10:27, March 26, 2020
(No difference)

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