UseCases/Current/GenesysEngage-onpremises/BO03 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T11:23:32Z

UCC: Removed references to Multicloud CX

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:12:09Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

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

2021-02-12T14:37:06Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:16:12Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-09T14:58:23Z

UCC: Updated benefit name

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:04:05Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/BO03 to UseCases/Current/GenesysEngage-onpremises/BO03: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:27Z

WikiSysop moved page UseCases/Current/PureEngage/BO03 to UseCases/Current/GenesysEngage-onpremises/BO03: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 10:40, May 8, 2020

2020-05-08T10:40:18Z

Shlandy93 at 11:08, April 16, 2020

2020-04-16T11:08:14Z

Shlandy93 at 11:01, March 27, 2020

2020-03-27T11:01:43Z

@@ Line 47: / Line 47: @@
 |BusinessImage=https://www.lucidchart.com/documents/edit/c35d44fb-a089-411a-8646-a7c761490170/0
 |BusinessFlowDescription=#A new task is created in the source system (BPM, CRM, or Workflow).
-#Genesys captures the task from the source system and creates an interaction in the system. The interaction is classified and prioritized according to business rules and the task type (see Business Logic). The tasks are reprioritized within certain periods of time. See Genesys Task Distribution (BO02) for Genesys Multicloud CX for details.
+#Genesys captures the task from the source system and creates an interaction in the system. The interaction is classified and prioritized according to business rules and the task type (see Business Logic). The tasks are reprioritized within certain periods of time.
 #Genesys looks for an available slot in a personal or group workbin of agents with the required skills. The distribution logic fills up the workbin until the maximum number of tasks is reached (or no task for the corresponding skill is available). If no workbin has an available slot, Genesys queues the task and reprioritizes in predefined intervals until it can be distributed.
 #If the task is not handled within the time threshold (calculated as a percentage of the SLA), the task is sent back to Genesys for escalation handling.  Escalation handling may include:
@@ Line 99: / Line 99: @@
 {{!}}{{!}}20%
 {{!}}}
-|RequiresAll=BO02
+|DocVersion=v 1.1.2
 |GeneralAssumptions=Workspace Desktop Edition or Workspace Web Edition is used as the agent desktop.
 |CustomerAssumptions=As this use case has dependencies on {{#mintydocs_link:topic=BO02}}, please review and reference underlying assumptions.
-|DocVersion=v 1.1.1
+|RequiresAll=BO02
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop

@@ Line 47: / Line 47: @@
 |BusinessImage=https://www.lucidchart.com/documents/edit/c35d44fb-a089-411a-8646-a7c761490170/0
 |BusinessFlowDescription=#A new task is created in the source system (BPM, CRM, or Workflow).
-#Genesys captures the task from the source system and creates an interaction in the system. The interaction is classified and prioritized according to business rules and the task type (see Business Logic). The tasks are reprioritized within certain periods of time. See Genesys Task Distribution (BO02) for Genesys Engage for details.
+#Genesys captures the task from the source system and creates an interaction in the system. The interaction is classified and prioritized according to business rules and the task type (see Business Logic). The tasks are reprioritized within certain periods of time. See Genesys Task Distribution (BO02) for Genesys Multicloud CX for details.
 #Genesys looks for an available slot in a personal or group workbin of agents with the required skills. The distribution logic fills up the workbin until the maximum number of tasks is reached (or no task for the corresponding skill is available). If no workbin has an available slot, Genesys queues the task and reprioritizes in predefined intervals until it can be distributed.
 #If the task is not handled within the time threshold (calculated as a percentage of the SLA), the task is sent back to Genesys for escalation handling.  Escalation handling may include:

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Deliver committed tasks on time and provide better quality answers by better matching skills
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition
+|UCBenefitID=Reduced Employee Attrition
 |UCBenefit=Offer fair balance of workload among all available resources
 }}{{SMART Benefits
@@ Line 26: / Line 19: @@
 |UCBenefit=Automate task distribution, reduce manual distribution and supervisor task-monitor; schedule and report through intelligent task distribution
 }}
 |UCSummary=This use case extends Genesys Task Distribution (BO02) by adding Optimized Pull, which enables organizations to leverage essential parts of iWD capabilities without fully implementing the automated Push mechanism. Tasks are distributed to personal and/or group workbins and agents can fetch tasks from there. Customers can also easily migrate from the decentralized pull mode to a more automated task distribution. If working in push mode is not allowed for any reason, the concept of Optimized Pull still provides a controlled and predictable method of work and delivers the required transparency across the company.
 |PainPoints=* Unable to measure and report on employee utilization
@@ Line 99: / Line 99: @@
 {{!}}{{!}}20%
 {{!}}}
 |CustomerAssumptions=As this use case has dependencies on {{#mintydocs_link:topic=BO02}}, please review and reference underlying assumptions.
-|RequiresAll=BO02
+|DocVersion=v 1.1.1
 |RelatedDocs={{TSSection
 |sectionheading=Agent Desktop
@@ Line 122: / Line 118: @@
 * [https://docs.genesys.com/Documentation/IW/8.5.1/Help/My_KPIs Statistics]
 }}
 }}

@@ Line 14: / Line 14: @@
 |UCBenefit=Offer fair balance of workload among all available resources
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Improve occupancy by reducing idle time and improving AHT through intelligent task distribution based on task attributes and agent/employee skills
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
-|ID=
+|UCOverview=Customers want to enjoy the benefits of automated work distribution capability, but want to provide flexibility for their staff to select the task from a pre-optimized work list (also known as Optimized Pull Mode) instead of implementing direct Push to deliver tasks.
-|Title=
-|Offering=
+The back office automation system can be integrated with one or multiple source systems, where the customer-related tasks are created and stored. The system can capture, classify, prioritize, distribute, and manage these tasks efficiently to group or individual workbins from where the agents can pull their desired tasks from pre-prioritized and assigned work packages.
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Deliver committed tasks on time and provide better quality answers by better matching skills
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition Rate
+|UCBenefitID=Improved Employee Attrition
 |UCBenefit=Offer fair balance of workload among all available resources
 }}{{SMART Benefits
@@ Line 22: / Line 26: @@
 |UCBenefit=Automate task distribution, reduce manual distribution and supervisor task-monitor; schedule and report through intelligent task distribution
 }}
 |UCSummary=This use case extends Genesys Task Distribution (BO02) by adding Optimized Pull, which enables organizations to leverage essential parts of iWD capabilities without fully implementing the automated Push mechanism. Tasks are distributed to personal and/or group workbins and agents can fetch tasks from there. Customers can also easily migrate from the decentralized pull mode to a more automated task distribution. If working in push mode is not allowed for any reason, the concept of Optimized Pull still provides a controlled and predictable method of work and delivers the required transparency across the company.
 |PainPoints=* Unable to measure and report on employee utilization
 * Labor laws or business processes prevent direct distribution to agents
@@ Line 44: / Line 39: @@
 * Equitable distribution of work items across employee base
 * Insights into workforce skills and proficiency
 |MaturityLevel=Consistent
 |SellableItems=No sellable items
 |CloudAssumptionsAdditional_Sales=* This use case is not available in the cloud
 |PremiseAssumptionsAdditional_Sales=* Capabilities Assumption: Same as BO02
 |BusinessImageFlow={{SMART BusinessImageFlow
@@ Line 81: / Line 72: @@
 *A threshold time that determines when a task is pulled from a group or personal workbin and reprioritized and/or reassigned. This threshold time is based on a percentage of the Service Level for this task and can be set on the department level within iWD.
 *A threshold time that determines when a task should be escalated to a Supervisor/Coach/Escalation Manager for supervisor attention or reassignment. This threshold time is based on a percentage of the Service Level and can be set on the process level within iWD.
 |DistributionLogic=This use case uses the routing logic detailed in BO02, enhanced by the capability of distributing work items to group and/or personal workbins.
@@ Line 88: / Line 78: @@
 In addition to the task lifecycle described in BO02, this use case adds a task supervision step to the lifecycle. Working with workbins opens the possibility for agents to ignore certain tasks and leave them in the workbin unhandled. Supervisors can close or manually reassign overdue tasks to named agents to ensure timely handling. If a task becomes due and remains unhandled, the task is automatically pulled from the workbin. It is redistributed to a special agent with capabilities to either work and finish these kinds of tasks or to redistribute them manually to assure they are handled as soon as possible. The task may either be routed to a specific skill or to a dedicated agent (such as a team leader).
 |CustomerInterfaceRequirements=N/A
-|AgentDeskRequirements=In addition to the agent desktop requirements detailed in BO02, this use case requires additional statistics to be displayed on the agent desktop:
+|AgentDeskRequirements=In addition to the Agent Desktop requirements detailed in BO02, this use case requires additional statistics to be displayed on the Agent Desktop:
-* Number tasks in my workbin (group or personal)
-* Number of tasks handled
+*Number tasks in My Workbin (group or personal)
 |RealTimeReporting=In addition the real-time reporting delivered in BO02, this use case reports:
 * The current workload in each workbin
-* The age of the oldest waiting work item in each workbin
+*The current workload in each workbin
-* The current number of past due work items in each workbin
+*The age of the oldest waiting work item in each workbin
-* The workload for the current work week (+ past due) in one dashboard. The report displays the week with dates and all the work items due on each specific date. For example, Past Due (4), Tomorrow (5), Tuesday 22nd (44), Wednesday 23rd (64).
+*The current number of past due work items in each workbin
 These KPIs are available for each iWD department and iWD process.
@@ Line 107: / Line 99: @@
 {{!}}{{!}}20%
 {{!}}}
 |CustomerAssumptions=As this use case has dependencies on {{#mintydocs_link:topic=BO02}}, please review and reference underlying assumptions.
 |RequiresAll=BO02
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
 |Premise_Assumption=Workspace Desktop Edition or Workspace Web Edition is used as the agent desktop.
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
 |Cloud_Assumption=This use case is not available in the cloud
 }}
-|CloudAssumptionsAdditional=
+|RelatedDocs={{TSSection
-|SMART_HybridAssumptions=
+|sectionheading=Agent Desktop
-|Requires=
+|description=Agent Workbins, Status, and statistics.
-|Conditions=
+|relatedarticles=*[https://all.docs.genesys.com/PEC-AD/Current/Agent/ADMyWorkbins Agent Desktop Workbins]
 |DocVersion=v 1.1.1
 }}

← Older revision	Revision as of 11:29, July 15, 2020
(No difference)

@@ Line 55: / Line 55: @@
 |BusinessFlow=The following diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/c35d44fb-a089-411a-8646-a7c761490170/0
-|BusinessFlowDescription=# A new task is created in the source system (BPM, CRM, or Workflow).
+|BusinessFlowDescription=#A new task is created in the source system (BPM, CRM, or Workflow).
-# Genesys captures the task from the source system and creates a new interaction in the system. The interaction is classified and prioritized according to business rules and the task type (see Business Logic). The tasks are reprioritized within certain periods of time. See Genesys Task Distribution (BO02) for PureEngage for details.
+#Genesys captures the task from the source system and creates an interaction in the system. The interaction is classified and prioritized according to business rules and the task type (see Business Logic). The tasks are reprioritized within certain periods of time. See Genesys Task Distribution (BO02) for PureEngage for details.
-# Genesys looks for an available slot in a personal or group workbin of agents with the required skills. The distribution logic fills up the workbin until the maximum number of tasks is reached (or no task for the corresponding skill is available). If no workbin has an available slot, Genesys queues the task and reprioritizes in predefined intervals until it can be distributed.
+#Genesys looks for an available slot in a personal or group workbin of agents with the required skills. The distribution logic fills up the workbin until the maximum number of tasks is reached (or no task for the corresponding skill is available). If no workbin has an available slot, Genesys queues the task and reprioritizes in predefined intervals until it can be distributed.
-# If the task is not handled within the time threshold (calculated as a percentage of the SLA), the task is sent back to Genesys for escalation handling. This may include:
+#If the task is not handled within the time threshold (calculated as a percentage of the SLA), the task is sent back to Genesys for escalation handling.  Escalation handling may include:
-## Distribution to another agent / agent group workbin, or
+##Distribution to another agent / agent group workbin, or
-## Distribution to a supervisor workbin
+##Distribution to a supervisor workbin
-#* Tasks continue to be reprioritized at regular intervals, even if they are distributed to a workbin, to ensure that their priority reflects the proximity of the due date. Tasks are temporarily removed from the workbin for reprioritization.
+#*Tasks continue to be reprioritized at regular intervals, even if they are distributed to a workbin, to ensure that their priority reflects the proximity of the due date. Tasks are temporarily removed from the workbin for reprioritization.
-# The agent can pull a task via the Genesys desktop, which displays the task and opens the corresponding work item within the source system.
+#The agent can pull a task via the Genesys desktop, which displays the task and opens the corresponding work item within the source system.
-# Task handling functionality occurs exactly as in {{#mintydocs_link:topic=BO02}}.
+#Task handling functionality occurs exactly as in {{#mintydocs_link:topic=BO02}}.
 }}
-|BusinessLogic=====Workbin handling====
+|BusinessLogic====Workbin handling===
 Workbins contain a list of tasks that an agent can pull. While the agent is free to choose the tasks from the workbin, there is still a level of control as they are fully managed through defined business rules. Tasks within workbins may be reprioritized or redistributed automatically to support evolving Service Levels and business priorities.
 '''Personal workbins'''
-Personal workbins, assigned to a single agent, enable the agent to receive more than one work item (depending on the distribution rules) from the Global task list. Conceptually you can think of this as an agent's personal queue. Agents can place work items in their personal workbins when they cannot complete the work, and can also transfer work items from their workbin to other colleagues or supervisors. While agents cannot see work items in other workbins, supervisors and managers can. Personal workbins are equipped with an automated escalation capability, which means that work items are sent to a supervisor or back to the Global Task List automatically if they are not handled before the threshold is reached. This capability adheres to service levels and ensures that no work item remains in a workbin for too long.
+Personal workbins, assigned to a single agent, enable the agent to receive more than one work item (depending on the distribution rules) from the Global task list. Conceptually you can think of workbins as an agent's personal queue. Agents can place work items in their personal workbins when they cannot complete the work, and can also transfer work items from their workbin to other colleagues or supervisors. While agents cannot see work items in other workbins, supervisors and managers can. Personal workbins are equipped with an automated escalation capability, which means that work items are sent to a supervisor or back to the Global Task List automatically if they are not handled before the threshold is reached. This capability adheres to service levels and ensures that no work item remains in a workbin for too long.
 '''Group workbins'''
@@ Line 77: / Line 77: @@
 ===Business Rules===
 In addition to the Business Rules detailed in the use case {{#mintydocs_link:topic=BO02}}, Optimized Pull requires:
-===Distribution Logic===
+*Definition of the maximum number of tasks allocated to a group or personal workbin at one time. This parameter is configurable per agent or agent group.
-This use case uses the routing logic detailed in BO02, enhanced by the capability of distributing work items to group and/or personal workbins.
+*A threshold time that determines when a task is pulled from a group or personal workbin and reprioritized and/or reassigned. This threshold time is based on a percentage of the Service Level for this task and can be set on the department level within iWD.
-===Task Lifecycle===
+*A threshold time that determines when a task should be escalated to a Supervisor/Coach/Escalation Manager for supervisor attention or reassignment. This threshold time is based on a percentage of the Service Level and can be set on the process level within iWD.
 In addition to the task lifecycle described in BO02, this use case adds a task supervision step to the lifecycle. Working with workbins opens the possibility for agents to ignore certain tasks and leave them in the workbin unhandled. Supervisors can close or manually reassign overdue tasks to named agents to ensure timely handling. If a task becomes due and remains unhandled, the task is automatically pulled from the workbin. It is redistributed to a special agent with capabilities to either work and finish these kinds of tasks or to redistribute them manually to assure they are handled as soon as possible. The task may either be routed to a specific skill or to a dedicated agent (such as a team leader).
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=In addition to the agent desktop requirements detailed in BO02, this use case requires additional statistics to be displayed on the agent desktop:

@@ Line 7: / Line 7: @@
 |UCBenefit=Offer fair balance of workload among all available resources
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
-|UCBenefit=Improve utilization by reducing idle time and improving AHT through intelligent task distribution based on task attributes and agent/employee skills
+|UCBenefit=Improve occupancy by reducing idle time and improving AHT through intelligent task distribution based on task attributes and agent/employee skills
 }}{{SMART Benefits
 |UCBenefitID=Reduced Penalties and Fines
@@ Line 27: / Line 27: @@
 Pull mode allows freedom for the agents to choose which work items they want to complete first, but they can select only one of the pre-assigned tasks. The task distribution is fully automated, all handling times and performance parameters can be measured, and the fulfillment of SLAs can be supported by the workbin assignment mechanism and used for Workforce Management.
 |UCSummary=This use case extends Genesys Task Distribution (BO02) by adding Optimized Pull, which enables organizations to leverage essential parts of iWD capabilities without fully implementing the automated Push mechanism. Tasks are distributed to personal and/or group workbins and agents can fetch tasks from there. Customers can also easily migrate from the decentralized pull mode to a more automated task distribution. If working in push mode is not allowed for any reason, the concept of Optimized Pull still provides a controlled and predictable method of work and delivers the required transparency across the company.
-|PainPoints=* Unable to measure and report on:
+|PainPoints=* Unable to measure and report on employee utilization
-* work completion
+* Labor laws or business processes prevent direct distribution to agents
-* employee utilization
+* No visibility into work item queues and backlogs
-* SLA adherhance
+* Work items split across CRM, ERP, BPM and other enterprise systems
-* Work allocation bias exists
+* Employee’s cherry pick work
-* Labor laws or business processes prevent direct distribution to agents
+* Unable to plan omni-channel resourcing to match peak online activity
-* No visibility into task queues, bottlenecks and backlog
+|DesiredState=* Single global task list (both real-time and offline)
-* Tasks split across CRM, ERP, BPM and other enterprise systems
+* Real time and continuous prioritization of work
-* Employee’s cherry pick work
+* Automation of SLA Management
-* Tasks are pulled rather than pushed to employees
+* Consolidated Employee Desktop with full context of the work item inputs
-* Unable to plan omnichannel resourcing to match peak online activity
+* Equitable distribution of work items across employee base
-|DesiredState=* Single global task list (both real-time and offline)
+* Insights into workforce skills and proficiency
 |MaturityLevel=Consistent
 |SellableItems=No sellable items
@@ Line 105: / Line 97: @@
 {{!}}{{!}}20%
 {{!}}}
 |CustomerAssumptions=As this use case has dependencies on {{#mintydocs_link:topic=BO02}}, please review and reference underlying assumptions.
 |RequiresAll=BO02
@@ Line 114: / Line 105: @@
 |Cloud_Assumption=This use case is not available in the cloud
 }}
 }}