EE26/Canonical - Revision history

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

2021-04-01T11:36:05Z

USC: Updated HLF embed code

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

2021-02-12T11:56:03Z

USC: Updated benefits to align with calculators

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

2021-01-29T11:45:22Z

USC: Updated Occupancy benefit to Utilization

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

2020-12-09T13:24:19Z

UCC: Updated benefit name

Bgrenon: 1 revision imported

2020-03-26T15:34:44Z

1 revision imported

Shlandy93 at 11:28, March 26, 2020

2020-03-26T11:28:09Z

smart_wiki>Shlandy93 at 11:27, March 26, 2020

2020-03-26T11:27:42Z

Shlandy93 at 17:08, January 15, 2020

2020-01-15T17:08:51Z

Bgrenon: 1 revision imported

2018-08-22T18:18:37Z

1 revision imported

Shlandy93 at 19:11, July 19, 2018

2018-07-19T19:11:34Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Back-office Scheduling
|Subtitle=Optimize utilization for back-office and task-based workers
}}
{{SMART Canonical
|PlatformChallenge=Even the most consistent business has peak periods and needs that change over time. Staffing for peaks leaves some people sitting and waiting for work, but staffing for the average load means unhappy customers or incomplete work during peaks. What if you could better predict and respond to changes?
|PlatformSolution=Back-office scheduling tools to effectively and accurately forecast work loads, with schedule automation and manual management processes. These systems are widely used by a range of support organizations for dependable efficiencies by aligning work priorities while decreasing management overhead.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/90f0cc58-1c6c-4487-8742-5d61f0123f68/0
|BuyerPersonas=Chief Financial Officer, Head of Contact Center(s), Head of Customer Service
|QualifyingQuestions=1 Can your teams use better tools for back-office scheduling (handling peaks and lulls proactively)?

2 Are your teams happy with their work patterns and shift assignments, or would they like more freedom to control their schedules?

3 Are you using manual processes (or spreadsheets) to manage schedules?
}}
{{SMART DataSheetFlow
|Flow=Create or modify a forecast scenario
}}
{{SMART DataSheetFlow
|Flow=Step through the forecasting wizard to build volumes
}}
{{SMART DataSheetFlow
|Flow=Step through the staffing build wizard to determine FTE needs
}}
{{SMART DataSheetFlow
|Flow=Change requests are submitted by supervisors and agents
}}
{{SMART DataSheetFlow
|Flow=Forecasting is modified
}}
{{SMART DataSheetFlow
|Flow=Publish the forecast and notify the scheduler
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Drive greater utilization and reliability with better scheduling for employee availability.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Attrition Rate
|CanonicalBenefit=Improve team satisfaction with better schedule consistency and predictability.
}}

@@ Line 16: / Line 16: @@
 *Ability to see predicted back-office arrival patterns as compared to actual arrival patterns to determine current and near-future trending
 *Ability to provide back-office employees with optimized schedules detailing how their time can and should be best spent in accordance with business goals and customer expectations.
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/90f0cc58-1c6c-4487-8742-5d61f0123f68/0
+|HighLevelFlowLucid=90f0cc58-1c6c-4487-8742-5d61f0123f68
 |BuyerPersonas=Chief Financial Officer, Head of Contact Center(s), Head of Customer Service
 |QualifyingQuestions=1 Can your teams use better tools for back-office scheduling (handling peaks and lulls proactively)?

@@ Line 50: / Line 50: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Attrition
+|CanonicalBenefitID=Reduced Employee Attrition
 |CanonicalBenefit=Improve team satisfaction with better schedule consistency and predictability.
 }}

@@ Line 46: / Line 46: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Occupancy
+|CanonicalBenefitID=Improved Employee Utilization
 |CanonicalBenefit=Drive greater utilization and reliability with better scheduling for employee availability.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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← Older revision	Revision as of 11:28, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Chief Financial Officer, Head of Contact Center(s), Head of Customer Service
 |QualifyingQuestions=1 Can your teams use better tools for back-office scheduling (handling peaks and lulls proactively)?
@@ Line 15: / Line 26: @@
 Are you using manual processes (or spreadsheets) to manage schedules?
 |DataSheetImage=EE26 - genesys back-office scheduling - header (2).png
 }}
 {{SMART DataSheetFlow
@@ Line 38: / Line 46: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Utilization
+|CanonicalBenefitID=Improved Employee Occupancy
 |CanonicalBenefit=Drive greater utilization and reliability with better scheduling for employee availability.
 }}

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