UseCases/Current/GenesysEngage-onpremises/EE04 - Revision history

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

2021-02-12T14:46:53Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:29:30Z

UCC: Updated Occupancy benefit to Utilization

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

2020-12-09T15:06:42Z

UCC: Updated benefit name

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE04 to UseCases/Current/GenesysEngage-onpremises/EE04: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:16Z

WikiSysop moved page UseCases/Current/PureEngage/EE04 to UseCases/Current/GenesysEngage-onpremises/EE04: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 09:57, March 30, 2020

2020-03-30T09:57:15Z

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

2020-01-20T20:46:51Z

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

Bgrenon: 1 revision imported

2019-04-24T12:24:00Z

1 revision imported

Shlandy93: Published

2019-04-24T12:23:59Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:37Z

1 revision imported: Updating for Maturity Level

Bgrenon: 1 revision imported

2019-04-22T10:00:00Z

1 revision imported

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 9: / Line 7: @@
 |UCBenefit=Enable accurate omnichannel forecasting and scheduling based on skills and schedules through the automated use of historical information and channel specific algorithms and schedule based routing
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition
+|UCBenefitID=Reduced Employee Attrition
 |UCBenefit=Regard agent schedules including break times and shift end through schedule-based routing
 }}{{SMART Benefits
@@ Line 15: / Line 13: @@
 |UCBenefit=Improve schedule adherence and regard end of shift times through schedule based routing
 }}
 |UCSummary=Schedule-based routing is a powerful tool enabling contact centers to optimize employee satisfaction while reduce attrition and unnecessary overtime all while providing better coverage.
 |PainPoints=* Employees receive interaction types that do not match their schedule
@@ Line 71: / Line 71: @@
 -	Number of Interactions which were distributed according to schedule
 -	Number of Interactions overflowing back to skill based routing
 |RequiresOr=CE01, CE01-S4B, CE02, CE16, CE19, CE29, EE01, EE02
-|PremiseAssumptionsAdditional=* This use case currently does not support chat as this is not included in the available WFM use cases.
+|GeneralAssumptions=* Workforce Management base service (WFM Use Case or Genesys WFM product) already deployed is a pre-requisite.
-* Use case is not compatible with the functional use case “predictive matching”
+* Depending on the channels which should be covered with this use case, Inbound or Digital Use Cases is required.
-|CloudAssumptionsAdditional=This use case is not available in the cloud
 |DocVersion=v 1.0.2
 }}

@@ Line 6: / Line 6: @@
 |UCBenefit=Allow for more accurate and timely routing to the best agent through optimized scheduling with intelligent routing
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Enable accurate omnichannel forecasting and scheduling based on skills and schedules through the automated use of historical information and channel specific algorithms and schedule based routing
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Handle Time
@@ Line 7: / Line 9: @@
 |UCBenefit=Enable accurate omnichannel forecasting and scheduling based on skills and schedules through the automated use of historical information and channel specific algorithms and schedule based routing
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition Rate
+|UCBenefitID=Improved Employee Attrition
 |UCBenefit=Regard agent schedules including break times and shift end through schedule-based routing
 }}{{SMART Benefits
@@ Line 13: / Line 15: @@
 |UCBenefit=Improve schedule adherence and regard end of shift times through schedule based routing
 }}
 |UCSummary=Schedule-based routing is a powerful tool enabling contact centers to optimize employee satisfaction while reduce attrition and unnecessary overtime all while providing better coverage.
 |PainPoints=* Employees receive interaction types that do not match their schedule

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Reduce Handle Time
+|UCBenefitID=Reduced Handle Time
 |UCBenefit=Allow for more accurate and timely routing to the best agent through optimized scheduling with intelligent routing
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Enable accurate omnichannel forecasting and scheduling based on skills and schedules through the automated use of historical information and channel specific algorithms and schedule based routing
 }}{{SMART Benefits
@@ Line 10: / Line 10: @@
 |UCBenefit=Regard agent schedules including break times and shift end through schedule-based routing
 }}{{SMART Benefits
-|UCBenefitID=Reduce Overtime Costs
+|UCBenefitID=Reduced Overtime Costs
 |UCBenefit=Improve schedule adherence and regard end of shift times through schedule based routing
 }}

@@ Line 77: / Line 77: @@
 * Use case is not compatible with the functional use case “predictive matching”
 |CloudAssumptionsAdditional=This use case is not available in the cloud
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.2
 }}

← Older revision	Revision as of 11:29, July 15, 2020
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← Older revision	Revision as of 12:24, April 24, 2019
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@@ Line 24: / Line 24: @@
 * Eliminate / reduce the number of skill changes needed to ensure appropriate coverage
 * Offer a better (or the right) mix of activities to keep employees engaged (variety)
 |SellableItems=No sellable items, Please reference prerequisits
 |CloudAssumptionsAdditional_Sales=* Use case is not applicable for cloud

← Older revision	Revision as of 13:10, April 22, 2019
(No difference)