EE28/Canonical - Revision history

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

2021-04-01T11:38:46Z

USC: Updated HLF embed code

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

2021-02-15T16:48:08Z

USC: Updated benefits to align with calculators

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

2021-01-29T11:46:53Z

USC: Updated Occupancy benefit to Utilization

Shlandy93 at 14:22, April 1, 2020

2020-04-01T14:22:45Z

Bgrenon: 1 revision imported

2020-03-26T15:34:41Z

1 revision imported

Shlandy93 at 11:33, March 26, 2020

2020-03-26T11:33:08Z

smart_wiki>Shlandy93 at 11:32, March 26, 2020

2020-03-26T11:32:11Z

Shlandy93 at 17:10, January 15, 2020

2020-01-15T17:10:08Z

Bgrenon: 1 revision imported

2018-08-22T18:18:27Z

1 revision imported

Shlandy93 at 19:18, July 19, 2018

2018-07-19T19:18:18Z

New page

{{SMART Meta
|SolutionCategory=EE
|Solution=Workforce Engagement
|Title=Genesys Task-based Scheduling
|Subtitle=Control the scheduling of the sequence of task agents work on
}}
{{SMART Canonical
|PlatformChallenge=Within your contact center, you don't have the ability to optimize scheduling of certain tasks. For example, you may want your agents to do certain tasks only when they are not needed for higher priority work resulting in increased costs and decreased productivity.
|PlatformSolution=Task sequencing allows your administrators and management teams to utilize workforce management to create sequences of events that can be scheduled on a regular basis.
|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/7c4baaa8-ad4c-4644-83c5-d7af0fb5e182/0
|BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Workforce Planning
|QualifyingQuestions=# Do you have specific times for agents to perform unique tasks that MUST be performed that otherwise wouldn't be scheduled?
# Do you need to optimize agents to do certain tasks only when they are not needed for higher priority work?
# Do you need to anchor certain tasks to the beginning or end of an agent's schedule regardless of specific start and end times?
}}
{{SMART DataSheetFlow
|Flow=Create an activity that represents a task
}}
{{SMART DataSheetFlow
|Flow=Create an activity set that is associated with the task
}}
{{SMART DataSheetFlow
|Flow=Create a shift rule to optimize the agent schedule
}}
{{SMART DataSheetFlow
|Flow=reate a task sequence to order tasks
}}
{{SMART DataSheetFlow
|Flow=ssociate a shift rule in WFM
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Prioritize work to occur at the proper time to deliver the best customer experience.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Overtime Costs
|CanonicalBenefit=Optimize task scheduling to reduce costs of overtime or additional staff, for example.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Employee Utilization
|CanonicalBenefit=Make sure your agents work on the right tasks, at the right time and in the right channel and order.
}}

@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |PlatformChallenge=Within your contact center, you don't have the ability to optimize scheduling of certain tasks. For example, you may want your agents to do certain tasks only when they are not needed for higher priority work resulting in increased costs and decreased productivity.
 |PlatformSolution=Task sequencing allows your administrators and management teams to utilize workforce management to create sequences of events that can be scheduled on a regular basis.
@@ Line 13: / Line 12: @@
 *Cannot anchor certain tasks to the beginning or end of an agent's schedule regardless of specific start and end times
 |DesiredState=*Configure and implement Task Sequences
-|HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/7c4baaa8-ad4c-4644-83c5-d7af0fb5e182/0
+|HighLevelFlowLucid=7c4baaa8-ad4c-4644-83c5-d7af0fb5e182
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Workforce Planning
 |QualifyingQuestions=# Do you have specific times for agents to perform unique tasks that MUST be performed that otherwise wouldn't be scheduled?

@@ Line 36: / Line 36: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Net Promoter Score
+|CanonicalBenefitID=Improved Customer Experience
 |CanonicalBenefit=Prioritize work to occur at the proper time to deliver the best customer experience.
 }}

← Older revision	Revision as of 15:34, March 26, 2020
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← Older revision	Revision as of 11:33, March 26, 2020
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@@ Line 6: / Line 6: @@
 }}
 {{SMART Canonical
 |BuyerPersonas=Contact Center Supervisor / Manager, Head of Contact Center(s), Head of Workforce Planning
 |QualifyingQuestions=# Do you have specific times for agents to perform unique tasks that MUST be performed that otherwise wouldn't be scheduled?
@@ Line 11: / Line 18: @@
 # Do you need to anchor certain tasks to the beginning or end of an agent's schedule regardless of specific start and end times?
 |DataSheetImage=EE28 - genesys task based scheduling - header (2).png
 }}
 {{SMART DataSheetFlow
@@ Line 39: / Line 43: @@
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Employee Utilization
+|CanonicalBenefitID=Improved Employee Occupancy
 |CanonicalBenefit=Make sure your agents work on the right tasks, at the right time and in the right channel and order.
 }}

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