UseCases/Current/GenesysEngage-onpremises/EE02 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T15:07:55Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:12:56Z

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

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

2021-02-12T14:44:53Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:28:07Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-09T15:03:28Z

UCC: Updated benefit name

Shane.landy@genesys.com at 17:11, December 1, 2020

2020-12-01T17:11:54Z

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

2020-07-15T12:04:08Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE02 to UseCases/Current/GenesysEngage-onpremises/EE02: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:19Z

WikiSysop moved page UseCases/Current/PureEngage/EE02 to UseCases/Current/GenesysEngage-onpremises/EE02: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 10:17, July 15, 2020

2020-07-15T10:17:52Z

Shlandy93 at 09:39, March 30, 2020

2020-03-30T09:39:19Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Utilization
@@ Line 10: / Line 14: @@
 |UCBenefit=Empower agents with more control over their schedules by identifying skill gaps and  extending mobility and easy-to-use web-based tools
 }}
 |UCSummary=This element of WFM allows users to forecast and schedule for non-immediate (“deferred”) work items like back office and digital.
 |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 54: / Line 54: @@
 |BusinessLogic=n/a
 |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=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.
 |HistoricalReporting=The Genesys WFM product contains a number of out of the box historical reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management'''
@@ Line 128: / Line 125: @@
 *Advanced Customization - Mobile Agent Web
 |CustomerAssumptions=The customer has the requirement or desire to use this element of advanced WFM. This use case has to be enriched by additional information on the scope which would be included in a related PS package. Hackathon team relies on PS input on what needs to be done to implement the functionality described above. Part of this input will flow back in this use case to avoid ambiguity on the customer side.
 |DocVersion=v 1.1.5
 }}

@@ Line 12: / Line 12: @@
 |UCIntro=The PS material for this use case has not been finalized. Please contact your local CSD for effort estimates and scope details of this use case.
-This use case supports Genesys Engage and PureConnect as the WFM product is supported to run on both platforms.
+This use case supports Genesys Multicloud CX and PureConnect as the WFM product is supported to run on both platforms.
 |UCOverview=When a contact center can effectively and accurately forecast and schedule for immediate and deferred work items, efficiency increases and centralization and standardization add even more value.
 |UCSummary=This element of WFM allows users to forecast and schedule for non-immediate (“deferred”) work items like back office and digital.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Utilization
@@ Line 11: / Line 7: @@
 |UCBenefit=Reduce manual workforce scheduling activities by a decrease in time and costs associated with manual WFM efforts through the automatic updates of data, schedule shifts and database for skills and schedules
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition
+|UCBenefitID=Reduced 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
 }}
 |UCSummary=This element of WFM allows users to forecast and schedule for non-immediate (“deferred”) work items like back office and digital.
 |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 59: / Line 59: @@
 |RealTimeReporting=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.
 |HistoricalReporting=The Genesys WFM product contains a number of out of the box historical reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management'''
@@ Line 70: / Line 71: @@
 Forecasting & Scheduling for Digital Interactions and / or Back Office transactions must come through Genesys Interaction Server into WFM or be loaded manually & continually through a flat file.
@@ Line 125: / Line 128: @@
 *Advanced Customization - Mobile Agent Web
 |CustomerAssumptions=The customer has the requirement or desire to use this element of advanced WFM. This use case has to be enriched by additional information on the scope which would be included in a related PS package. Hackathon team relies on PS input on what needs to be done to implement the functionality described above. Part of this input will flow back in this use case to avoid ambiguity on the customer side.
 |DocVersion=v 1.1.5
 }}

@@ Line 5: / Line 5: @@
 |UCOverview=When a contact center can effectively and accurately forecast and schedule for immediate and deferred work items, efficiency increases and centralization and standardization add even more value.
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Provide accurate omnichannel forecasting &amp; scheduling and skills for optimal planning and resource utilization through integration of routing with WFM
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Occupancy
@@ Line 7: / Line 11: @@
 |UCBenefit=Reduce manual workforce scheduling activities by a decrease in time and costs associated with manual WFM efforts through the automatic updates of data, schedule shifts and database for skills and schedules
 }}{{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
 }}
 |UCSummary=This element of WFM allows users to forecast and schedule for non-immediate (“deferred”) work items like back office and digital.
 |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 59: / Line 59: @@
 |RealTimeReporting=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.
 |HistoricalReporting=The Genesys WFM product contains a number of out of the box historical reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management'''
@@ Line 133: / Line 132: @@
 |Cloud_Assumption=This use Case is available in Cloud
 }}
 }}

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

@@ Line 62: / Line 62: @@
 |RealTimeReporting=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.
 |HistoricalReporting=The Genesys WFM product contains a number of out of the box historical reporting elements. Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management'''
@@ Line 67: / Line 68: @@
 This use case can be deployed if one of the following Genesys Digital (Chat, Email, Social, SMS) products is deployed and '''Workforce Management is in place'''.
-====Other Assumptions====
 Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements.  See Supported Operating Environment Guide for specific versions.
@@ Line 76: / Line 79: @@
 '''If using Genesys WFM with PureConnect, please note the following …'''
 * More than 500 WFM agents within their PureConnect system
-* Required Workgroup level statistics are available
+*More than 500 WFM agents within their PureConnect system
-* The WFM Deployment is within a single site, single data center
+*Required Workgroup level statistics are available
-* The number of WFM agents included in the base level package is 200 or less; more than 200 agents may require additional base level packages.
+*The WFM Deployment is within a single site, single data center
-* Object type scheduling and forecasting will require workgroups to only handle and be configured for a single object type
+*The number of WFM agents included in the base level package is 200 or less; more than 200 agents may require additional base level packages.
-* The prerequisites for EE02 on PureConnect are Genesys Email Routing (CE16), Genesys Chat Routing (CE18), Genesys Social Media Routing (CE19) and Genesys SMS Routing (CE29)
+*Object type scheduling and forecasting will require workgroups to only handle and be configured for a single object type
-* PureConnect GWFM Connector is required to utilize Genesys WFM on PureConnect
+*The prerequisites for EE02 on PureConnect are Genesys Email Routing (CE16), Genesys Chat Routing (CE18), Genesys Social Media Routing (CE19) and Genesys SMS Routing (CE29)
 The interaction type does not include any of these advanced options:
 * Advanced Configuration - additional Security Roles
-* Advanced Configuration - Advanced WFM Application Option settings
+*Advanced Configuration - additional Security Roles
-* Advanced Configuration - Bespoke Schedule Element Colours
+*Advanced Configuration - Advanced WFM Application Option settings
-* Advanced Configuration - Automated Reports Scheduler
+*Advanced Configuration - Bespoke Schedule Element Colours
-* Advanced Configuration - Audit Reports
+*Advanced Configuration - Automated Reports Scheduler
-* Advanced Forecasting - Forecasting Multi-Site Activities
+*Advanced Configuration - Audit Reports
-* Advanced Scheduling - Scheduling Multi-Site Activities
+*Advanced Forecasting - Forecasting Multi-Site Activities
-* Advanced Scheduling - Secondary Activities
+*Advanced Scheduling - Scheduling Multi-Site Activities
-* Advanced Scheduling - Meeting Planner / Meeting Scheduler
+*Advanced Scheduling - Secondary Activities
-* Advanced Scheduling - 10+ Contracts
+*Advanced Scheduling - Meeting Planner / Meeting Scheduler
-* Advanced Scheduling - 10+ Shifts
+*Advanced Scheduling - 10+ Contracts
-* Advanced Scheduling - 24/7 Scheduling (night shift management)
+*Advanced Scheduling - 10+ Shifts
-* Advanced Scheduling - Shared Transport Management for Supervisors & Agents
+*Advanced Scheduling - 24/7 Scheduling (night shift management)
-* Advanced Customization - Mobile Agent Web
+*Advanced Scheduling - Shared Transport Management for Supervisors & Agents
 Cloud
 * More than 500 WFM agents within their PureConnect system
-* Required Workgroup level statistics are available
+*More than 500 WFM agents within their PureConnect system
-* The number of WFM agents included in the base level package is 200 or less; more than 200 agents may require additional base level packages.
+*Required Workgroup level statistics are available
 The interaction type does not include any of these advanced options:
 * Advanced Configuration - additional Security Roles
-* Advanced Configuration - Adherence Rules
+*Advanced Configuration - additional Security Roles
-* Advanced Configuration - Advanced WFM Application Option settings
+*Advanced Configuration - Adherence Rules
-* Advanced Configuration - Bespoke Schedule Element Colours
+*Advanced Configuration - Advanced WFM Application Option settings
-* Advanced Configuration - Automated Reports Scheduler
+*Advanced Configuration - Bespoke Schedule Element Colours
-* Advanced Configuration - Audit Reports
+*Advanced Configuration - Automated Reports Scheduler
-* Advanced Forecasting - Forecasting Multi-Site Activities
+*Advanced Configuration - Audit Reports
-* Advanced Scheduling - Scheduling Multi-Site Activities
+*Advanced Forecasting - Forecasting Multi-Site Activities
-* Advanced Scheduling - Secondary Activities
+*Advanced Scheduling - Scheduling Multi-Site Activities
-* Advanced Scheduling - Meeting Planner / Meeting Scheduler
+*Advanced Scheduling - Secondary Activities
-* Advanced Scheduling - 10+ Contracts
+*Advanced Scheduling - Meeting Planner / Meeting Scheduler
-* Advanced Scheduling - 10+ Shifts
+*Advanced Scheduling - 10+ Contracts
-* Advanced Scheduling - 24/7 Scheduling (night shift management)
+*Advanced Scheduling - 10+ Shifts
-* Advanced Scheduling - Shared Transport Management for Supervisors & Agents
+*Advanced Scheduling - 24/7 Scheduling (night shift management)
-* Advanced Customization - Mobile Agent Web
+*Advanced Scheduling - Shared Transport Management for Supervisors & Agents
 |CustomerAssumptions=The customer has the requirement or desire to use this element of advanced WFM. This use case has to be enriched by additional information on the scope which would be included in a related PS package. Hackathon team relies on PS input on what needs to be done to implement the functionality described above. Part of this input will flow back in this use case to avoid ambiguity on the customer side.
 |RequiresOr=CE16, CE18, CE19, CE29
@@ Line 129: / Line 136: @@
 |Cloud_Assumption=This use Case is available in Cloud
 }}
 }}