UseCases/Current/GenesysEngage-onpremises/EE03 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T15:10:29Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:11:50Z

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

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

2021-02-12T14:45:51Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:28:45Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 15:05, December 9, 2020

2020-12-09T15:05:04Z

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

2020-07-15T12:04:26Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE03 to UseCases/Current/GenesysEngage-onpremises/EE03: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:37Z

WikiSysop moved page UseCases/Current/PureEngage/EE03 to UseCases/Current/GenesysEngage-onpremises/EE03: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 10:20, July 15, 2020

2020-07-15T10:20:26Z

Shlandy93 at 09:50, March 30, 2020

2020-03-30T09:50:55Z

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T22:24:04Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |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 Multicloud CX and PureConnect as the WFM product is supported to run on both platforms.
+This use case also supports PureConnect.
 |UCOverview=Forecasting and tracking shrinkage allows a business to deliver a more efficient resource/demand plan by taking that factor into account.
@@ Line 36: / Line 26: @@
 A '''team leader''' or '''supervisor''' may have a shrinkage KPI / MBO - they will want to be aware of how much and what types of shrinkage are occurring in their team. Armed with this information, they will be able to effectively manage their team’s performance which will contribute to the overall performance of their business.
 |UCSummary=Shrinkage is a generic term used in contact centers to describe the percentage of time that employees are not handling interactions. It must be planned for to allow service targets to be met to an appropriate level of efficiency. Genesys WFM provides a variety of shrinkage management options.
 |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 74: / Line 74: @@
 |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.
@@ Line 84: / Line 82: @@
 |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 100: / Line 97: @@
 The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills.
 Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements.  See Supported Operating Environment Guide for specific versions.
 |DocVersion=v 1.1.4
 }}

@@ 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=Forecasting and tracking shrinkage allows a business to deliver a more efficient resource/demand plan by taking that factor into account.

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |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.
@@ Line 26: / Line 36: @@
 A '''team leader''' or '''supervisor''' may have a shrinkage KPI / MBO - they will want to be aware of how much and what types of shrinkage are occurring in their team. Armed with this information, they will be able to effectively manage their team’s performance which will contribute to the overall performance of their business.
 |UCSummary=Shrinkage is a generic term used in contact centers to describe the percentage of time that employees are not handling interactions. It must be planned for to allow service targets to be met to an appropriate level of efficiency. Genesys WFM provides a variety of shrinkage management options.
 |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 84: / Line 84: @@
 |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 99: / Line 100: @@
 The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills.
 Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements.  See Supported Operating Environment Guide for specific versions.
 |DocVersion=v 1.1.4
 }}

@@ Line 27: / Line 27: @@
 A '''team leader''' or '''supervisor''' may have a shrinkage KPI / MBO - they will want to be aware of how much and what types of shrinkage are occurring in their team. Armed with this information, they will be able to effectively manage their team’s performance which will contribute to the overall performance of their business.
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Improve agent adherence to workforce schedule by gaining better control and management of variances between target and actual availability and shrinkage through visibility into current information on agent performance metrics, schedule adherence and forecast variances.  Improve utilization by optimizing planning and resource utilization through accurate omnichannel forecasting &amp; scheduling and skills
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |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.
@@ Line 36: / Line 26: @@
 A '''team leader''' or '''supervisor''' may have a shrinkage KPI / MBO - they will want to be aware of how much and what types of shrinkage are occurring in their team. Armed with this information, they will be able to effectively manage their team’s performance which will contribute to the overall performance of their business.
 |UCSummary=Shrinkage is a generic term used in contact centers to describe the percentage of time that employees are not handling interactions. It must be planned for to allow service targets to be met to an appropriate level of efficiency. Genesys WFM provides a variety of shrinkage management options.
 |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 84: / Line 84: @@
 |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 105: / Line 104: @@
 |Cloud_Assumption=This use Case is available in Cloud
 }}
 }}

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

@@ Line 84: / Line 84: @@
 |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 91: / Line 92: @@
 Please be advised that Genesys Back office Scheduling (EE26) is currently not a dependency for this use case for PureConnect.
 The prerequisites for this use case on PureConnect are Genesys Workforce Management for Voice (EE01) and Genesys Omnichannel Workforce Scheduling (EE02)
-====Other Assumptions====
+*PureConnect GWFM Connector is required to utilize Genesys WFM on PureConnect
 The customer has the requirement or desire to use this element of advanced WFM.
 The Inbound Voice use case is a pre-requisite of the base WFM package, including the definition of Queues, Stats, Agents & Skills.
@@ Line 102: / Line 105: @@
 |Cloud_Assumption=This use Case is available in Cloud
 }}
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Improve agent adherence to workforce schedule by gaining better control and management of variances between target and actual availability and shrinkage through visibility into current information on agent performance metrics, schedule adherence and forecast variances.  Improve utilization by optimizing planning and resource utilization through accurate omnichannel forecasting &amp; scheduling and skills
 }}{{SMART Benefits
@@ Line 17: / Line 17: @@
 Shrinkage describes the percentage of time that employees are not handling interactions.
 Examples of different types of shrinkage:
 * Planned
-** Vacations
+*Planned
-** Meetings / Training
+**Vacations
-* Unplanned
+**Meetings / Training
-** Sickness
+*Unplanned
-** Emergency Situation
+**Sickness
 In Genesys WFM, the term ''shrinkage'' is synonymous with the term ''overheads''.
@@ Line 82: / Line 84: @@
 |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 101: / Line 102: @@
 |Cloud_Assumption=This use Case is available in Cloud
 }}
 }}