UseCases/Current/GenesysEngage-onpremises/EE01 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T15:04:57Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:11:29Z

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

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

2021-02-12T14:43:37Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:27:31Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-09T15:01:47Z

UCC: Updated benefit name

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

2020-12-01T17:04:53Z

UCC: Updated benefits to align with calculators

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Shlandy93 at 09:45, August 11, 2020

2020-08-11T09:45:28Z

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

2020-07-15T12:03:54Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE01 to UseCases/Current/GenesysEngage-onpremises/EE01: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:10Z

WikiSysop moved page UseCases/Current/PureEngage/EE01 to UseCases/Current/GenesysEngage-onpremises/EE01: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 10:14, July 15, 2020

2020-07-15T10:14:54Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Adherence
@@ Line 16: / Line 27: @@
 |UCBenefit=Optimizing Employee occupancy reduces overtime and therefore overtime costs.
 }}
 |UCSummary=Deliver a set of optimized schedules, utilizing agent skills and contract rules whilst providing editing and monitoring capabilities in the contact center.
 |Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content.
@@ Line 110: / Line 110: @@
 <!-- Link=https://www.lucidchart.com/documents/edit/79582b84-2597-448e-84a1-1afc1bd0c599/0-->
 |DistributionLogic=N/A
 |AgentDeskRequirements=Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI. See [https://docs.genesys.com/Documentation/System/latest/SOE/Welcome Supported Operating Environment Guide] for specific browser support.
 |RealTimeReporting=The following figure shows the reporting flow:
@@ Line 118: / Line 116: @@
 Approved, authorized staff can generate, schedule, and distribute out-of-the-box reports in the following categories:
 * Configuration
-* Forecast
+*Configuration
-* Performance
+*Forecast
-* Schedule
+*Performance
-* Adherence
+*Schedule
-* Audit
+*Adherence
 The Genesys WFM product contains a number of out-of-the-box real-time reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |HistoricalReporting=The Genesys WFM product contains a number of out of the box real-time and historical reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide]
@@ Line 129: / Line 129: @@
+.
 |GeneralAssumptions=* Interaction type is inbound voice only.
 * Does not include any of these advanced options:
@@ Line 229: / Line 228: @@
 *Advanced Scheduling - Shared Transport Management for Supervisors & Agents
 *Advanced Customization - Mobile Agent Web
 |DocVersion=versions 1.2.4
 }}

@@ Line 16: / Line 16: @@
 |UCBenefit=Optimizing Employee occupancy reduces overtime and therefore overtime costs.
 }}
-|UCIntro=This use case supports Genesys Engage and PureConnect as the WFM product is supported to run on both platforms.
+|UCIntro=This use case supports Genesys Multicloud CX and PureConnect as the WFM product is supported to run on both platforms.
 |UCOverview=This use case describes how Genesys Workforce Management helps you deliver a set of optimized schedules, utilizing agent skills and contract rules whilst providing editing and monitoring capabilities in the contact center.

@@ Line 15: / Line 15: @@
 |UCBenefit=Help supervisors and agents to manage adherence to scheduled work.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Optimize planning and resource utilization through accurate omnichannel forecasting &amp; scheduling and skills
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Adherence
@@ Line 10: / Line 21: @@
 |UCBenefit=Reduce manual workforce scheduling activities by decreasing the time and costs associated with manual WFM efforts through the automatic updates of data, schedule shifts and database for skills and schedules.  Reduce overtime expenditures by improving accuracy and precision of staff forecasting through Genesys WFM planning
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition Rate
+|UCBenefitID=Improved Employee Attrition
 |UCBenefit=Empower agents with more control over their schedules by identifying skill gaps and extending mobility and easy-to-use web-based tools
 }}{{SMART Benefits
@@ Line 16: / Line 27: @@
 |UCBenefit=Optimizing Employee occupancy reduces overtime and therefore overtime costs.
 }}
 |UCSummary=Deliver a set of optimized schedules, utilizing agent skills and contract rules whilst providing editing and monitoring capabilities in the contact center.
 |Description=Please be advised that PureConnect platform assumptions for PureConnect customers running Genesys Workforce Management are displayed under "General Assumptions" in the main use case content.
@@ Line 129: / Line 129: @@
+.
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management'''
@@ Line 273: / Line 272: @@
 *Any additional Schedule States beyond the predefined list will require additional effort and are out of the scope of this package.
 *If additional agents and contracts are needed beyond the pre-defined scope, additional effort will be required.
 }}

@@ Line 53: / Line 53: @@
 * Genesys Workforce Scheduling for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02) can be implemented at the same time.
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow='''Business Flow - Forecasting'''
+|BusinessFlow='''(1) Business Flow - Forecasting'''
 The business flow described below requires the base configuration of the WFM to be completed and historical data to be available. The base configuration will be done by Genesys Professional Services within the scope of this use case as described below.
@@ Line 78: / Line 78: @@
 #:*::The Scheduler is notified that the Master forecast is published
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Business Flow - Scheduling'''
+|BusinessFlow='''(2) Business Flow - Scheduling'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/320d7e0e-3faa-4d60-8ee8-a810b4f5c9a0/0
 |BusinessFlowDescription=#The scheduler validates & sense checks the live forecast
@@ Line 89: / Line 89: @@
 #Once the schedule is ready for hand-off to Intraday Management, the Scheduler will publish the Master Schedule and Intraday Management will be informed.
 }}{{SMART BusinessImageFlow
-|BusinessFlow='''Business Flow - Intraday'''
+|BusinessFlow='''(3) Business Flow - Intraday'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/fb8d2b97-f2fc-4671-9b46-2e2aa40f63a5/0
 |BusinessFlowDescription=#The forecasters, schedulers, planners or supervisors manage adds, moves and changes to existing schedules based on their individual access rights, for example:

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

@@ Line 53: / Line 53: @@
 * Genesys Workforce Scheduling for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02) can be implemented at the same time.
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow====Business Flow - Forecasting===
+|BusinessFlow='''Business Flow - Forecasting'''
 The business flow described below requires the base configuration of the WFM to be completed and historical data to be available. The base configuration will be done by Genesys Professional Services within the scope of this use case as described below.
 |BusinessImage=https://www.lucidchart.com/documents/edit/78d82970-ee65-4661-a000-0cd48602c9d4/0
 |BusinessFlowDescription=The forecaster imports historical data into the configured system.
 The forecaster works through the forecast process:
 # Creates a scenario or continues working on a previously saved scenario.
-# Uses the Forecasting wizard to build a volume forecast:
+#Creates a scenario or continues working on a previously saved scenario.
-#:
+#Uses the Forecasting wizard to build a volume forecast:
-#:* selects the appropriate forecasting methodology
+#:*selects the appropriate forecasting methodology
-#:* selects which activities to forecast
+#:*selects which activities to forecast
-#:* forecast is generated
+#:*forecast is generated
-#:* makes manual changesThe forecaster uses the Staffing Build Wizard to determine the FTE requirements:
+#:*makes manual changesThe forecaster uses the Staffing Build Wizard to determine the FTE requirements:
-#:*:
+#:*:*defines indirectly occupied
-#:*:* defines indirectly occupied
+#:*:*defines service level targets
-#:*:* defines service level targets
+#:*:*defines shrinkage levels
-#:*:* defines shrinkage levels
+#:*:*publishes the master forecast
-#:*:* publishes the master forecast
+#:*:Supervisors and Agents submit requests for changes into the system:
-#:*: Supervisors and Agents submit requests for changes into the system:
+#:*::*Exceptions
-#:*::
+#:*::*Meetings
-#:*::* Exceptions
+#:*::*Time off requests
-#:*::* Meetings
+#:*::The forecaster modifies the forecast as required.
-#:*::* Time off requests
+#:*::When the forecast is ready to be published, the forecaster publishes it to become Master
-#:*:: The forecaster modifies the forecast as required.
+#:*::The Scheduler is notified that the Master forecast is published
 }}{{SMART BusinessImageFlow
-|BusinessFlow====Business Flow - Scheduling===
+|BusinessFlow='''Business Flow - Scheduling'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/320d7e0e-3faa-4d60-8ee8-a810b4f5c9a0/0
-|BusinessFlowDescription====Flow Description===
+|BusinessFlowDescription=#The scheduler validates & sense checks the live forecast
 #The scheduler uses the ‘Schedule Build Wizard’ to generate schedules:
-# The scheduler validates & sense checks the live forecast
+#:*selects sites and build parameters for each site
-# The scheduler uses the ‘Schedule Build Wizard’ to generate schedules:
+#Manual modifications are made as needed
-#:* selects sites and build parameters for each site
+#The scheduler publishes the master schedule
-# Manual modifications are made as needed
+#Agents are notified of the detail of their working hours
-# The scheduler publishes the master schedule
+#The schedules are modified as required
-# Agents are notified of the detail of their working hours
+#Once the schedule is ready for hand-off to Intraday Management, the Scheduler will publish the Master Schedule and Intraday Management will be informed.
 }}{{SMART BusinessImageFlow
-|BusinessFlow====Business Flow - Intraday===
+|BusinessFlow='''Business Flow - Intraday'''
 |BusinessImage=https://www.lucidchart.com/documents/edit/fb8d2b97-f2fc-4671-9b46-2e2aa40f63a5/0
-|BusinessFlowDescription=Intraday
+|BusinessFlowDescription=#The forecasters, schedulers, planners or supervisors manage adds, moves and changes to existing schedules based on their individual access rights, for example:
-# The forecasters, schedulers, planners or supervisors manage adds, moves and changes to existing schedules based on their individual access rights, for example:
+#:*Time off / sickness requests
-#:* Time off / sickness requests
+#:*Changing breaks & meals in response to changing demand
-#:* Changing breaks & meals in response to changing demand
+#Agents are notified of changes as appropriate
-# Agents are notified of changes as appropriate
+#Master schedule is kept current
-# Master schedule is kept current
+#Scheduler and Forecaster evaluate accuracy of forecast to actual and adjust accordingly.
-# Scheduler and Forecaster evaluate accuracy of forecast to actual and adjust accordingly.
+#Supervisors can monitor the adherence of the agents in their team to the published schedule.
 }}
 |BusinessLogic=A prerequisite to any basic WFM deployment is a formal Discovery process with resulting commensurate documentation.
@@ Line 109: / Line 105: @@
 [[File:Employee Engagement - WFM - Configuration.png|Employee Engagement - WFM - Configuration]]
 <!-- Link=https://www.lucidchart.com/documents/edit/79582b84-2597-448e-84a1-1afc1bd0c599/0-->
 |DistributionLogic=N/A