UseCases/Current/GenesysEngage-onpremises/EE10-A - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T15:13:06Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:12:06Z

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

Shlandy93 at 10:37, August 12, 2020

2020-08-12T10:37:53Z

Shlandy93 at 10:19, August 11, 2020

2020-08-11T10:19:26Z

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

2020-07-15T12:03:20Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE10-A to UseCases/Current/GenesysEngage-onpremises/EE10-A: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:34Z

WikiSysop moved page UseCases/Current/PureEngage/EE10-A to UseCases/Current/GenesysEngage-onpremises/EE10-A: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 10:34, July 15, 2020

2020-07-15T10:34:27Z

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

2020-01-20T21:07:21Z

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

Shlandy93 at 16:27, October 17, 2019

2019-10-17T16:27:43Z

Bgrenon: 1 revision imported

2019-04-24T12:24:01Z

1 revision imported

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Satisfaction
@@ Line 7: / Line 14: @@
 |UCBenefit=Reduce operational planning time by decreasing the effort of approving and managing time-off requests
 }}
 |UCSummary=Employees can self-manage their time off, controlled through business rules.
 |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 67: / Line 67: @@
 *Enabling of time-off self-management
 |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.

@@ Line 7: / Line 7: @@
 |UCBenefit=Reduce operational planning time by decreasing the effort of approving and managing time-off requests
 }}
-|UCIntro=The WFM product supports Genesys Engage and PureConnect in this use case.
+|UCIntro=The WFM product supports Genesys Multicloud CX and PureConnect in this use case.
 |UCOverview=This use case focuses on operational efficiency and employee empowerment through automated time-off processing, featuring:
@@ Line 18: / Line 18: @@
 Please be advised that the latest revision of the "WFM with PureConnect" document is available on Genie. This document contains a side-by-side comparison of Optimizer and WFM.
-* With a PureConnect integration to WFM through EE01, this use case and all configuration strictly lies within Genesys Engage WFM and is outside of the PureConnect platform.
+* With a PureConnect integration to WFM through EE01, this use case and all configuration strictly lies within Genesys Multicloud CX WFM and is outside of the PureConnect platform.
 * Version should be v8.5.206 or higher
 |PainPoints=* Processing time off requests manually is both time consuming and process heavy for workforce management teams

@@ Line 29: / Line 29: @@
 * WFM Web Application settings enabled for Time Off
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=The following diagrams show the business flow of the use case.
+|BusinessFlow=(1) Supervisor flow
-(1) Supervisor flow
+The following diagrams show the business flow of the use case.
 |BusinessImage=https://www.lucidchart.com/documents/edit/fedf78ce-8fb4-48e2-9aaf-8110da642d34/0
 |BusinessFlowDescription=Supervisor Flow

@@ Line 30: / Line 30: @@
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=The following diagrams show the business flow of the use case.
-Configuration and Supervisor flow
+Configuration and
 |BusinessImage=https://www.lucidchart.com/documents/edit/fedf78ce-8fb4-48e2-9aaf-8110da642d34/0
 |BusinessFlowDescription=Supervisor Flow
@@ Line 47: / Line 49: @@
 #WFM Builder automatically picks up the time-off request during the schedule build for the appropriate dates.
 }}{{SMART BusinessImageFlow
-|BusinessFlow=Agent flow
+|BusinessFlow=(2) Agent flow
 |BusinessImage=https://www.lucidchart.com/documents/edit/c74f7533-fbc2-4517-acfc-cd68ab7801e0/0
 |BusinessFlowDescription=Agent Flow
@@ Line 71: / Line 73: @@
 |HistoricalReporting=The Genesys Workforce Management 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 89: / Line 90: @@
 |CustomerAssumptions=Schedule State Groups are configured to meet business requirements regarding Time-Off Types.
 |RequiresOr=EE01, EE02, EE26
 }}

@@ Line 7: / Line 7: @@
 |UCBenefit=Reduce operational planning time by decreasing the effort of approving and managing time-off requests
 }}
-|UCIntro=The WFM product supports PureEngage and PureConnect in this use case.
+|UCIntro=The WFM product supports Genesys Engage and PureConnect in this use case.
 |UCOverview=This use case focuses on operational efficiency and employee empowerment through automated time-off processing, featuring:
@@ Line 18: / Line 18: @@
 Please be advised that the latest revision of the "WFM with PureConnect" document is available on Genie. This document contains a side-by-side comparison of Optimizer and WFM.
-* With a PureConnect integration to WFM through EE01, this use case and all configuration strictly lies within PureEngage WFM and is outside of the PureConnect platform.
+* With a PureConnect integration to WFM through EE01, this use case and all configuration strictly lies within Genesys Engage WFM and is outside of the PureConnect platform.
 * Version should be v8.5.206 or higher
 |PainPoints=* Processing time off requests manually is both time consuming and process heavy for workforce management teams

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

@@ Line 7: / Line 7: @@
 |UCBenefit=Reduce operational planning time by decreasing the effort of approving and managing time-off requests
 }}
-|UCIntro=This use case supports PureEngage and PureConnect as the WFM product is supported to run on both platforms.
+|UCIntro=The WFM product supports PureEngage and PureConnect in this use case.
 |UCOverview=This use case focuses on operational efficiency and employee empowerment through automated time-off processing, featuring:
-* Automatic calculation and re-calculation of time-off balance when time off is added or amended by supervisors or agents. The time-off balance for each agent is automatically calculated at the beginning of every time-off year and when the date associated to a time-off rule is reached.
-* Control of the number of agents on time off in the time-off limits.
+*Time-off balance is automatically calculated and recalculated when supervisors or agents update time-off.
-* Time-off tracking to support shrinkage calculations applied to the staffing forecasts.This use case provides the following business benefits:
+*The time-off balance for each agent is automatically calculated at the beginning of every time-off year and when the date associated to a time-off rule is reached.
 |UCSummary=Employees can self-manage their time off, controlled through business rules.
 |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 30: / Line 32: @@
 Configuration and Supervisor flow
 |BusinessImage=https://www.lucidchart.com/documents/edit/fedf78ce-8fb4-48e2-9aaf-8110da642d34/0
-|BusinessFlowDescription=====Supervisor Flow====
+|BusinessFlowDescription=Supervisor Flow
-# Base configuration complete (Use Case EE01).
+#Base configuration complete (Use Case EE01).
-# Supervisor logs into Web Supervisor application and navigates to Calendar > Time Off Limits.
+#Supervisor logs into Web Supervisor application and navigates to Calendar > Time Off Limits.
-# Supervisor enters values for Time Off Limits (void = unlimited).
+#Supervisor enters values for Time Off Limits (void = unlimited).
-# Supervisor navigates to Policies > Time Off Types.
+#Supervisor navigates to Policies > Time Off Types.
-# Supervisor configures Time Off Types and associates with Schedule State Groups.
+#Supervisor configures Time Off Types and associates with Schedule State Groups.
-# Supervisor navigates to Policies > Time Off Rules.
+#Supervisor navigates to Policies > Time Off Rules.
-# Supervisor creates Time Off Rules to calculate time-off balance (usually based on agent’s contract).
+#Supervisor creates Time Off Rules to calculate time-off balance (usually based on agent’s contract).
-# Supervisor assigns Time Off Rules to agents with an effective start date (end date is populated automatically by the system).
+#Supervisor assigns Time Off Rules to agents with an effective start date (end date is populated automatically by the system).
-# Several Time Off Rules can be assigned to each agent, mirroring their career path and possible increased entitlement.
+#Several Time Off Rules can be assigned to each agent, mirroring their career path and possible increased entitlement.
-# Agent creates new request in Web Agent application outside of published schedule dates.
+#Agent creates new request in Web Agent application outside of published schedule dates.
-# Time off is automatically granted, providing that the agent has enough hours remaining and the Time Off Limits have not been met.
+#Time off is automatically granted, providing that the agent has enough hours remaining and the Time Off Limits have not been met.
-# WFM Builder automatically picks up the time-off request during the schedule build for the appropriate dates.
+#WFM Builder automatically picks up the time-off request during the schedule build for the appropriate dates.
 }}{{SMART BusinessImageFlow
 |BusinessFlow=Agent flow
 |BusinessImage=https://www.lucidchart.com/documents/edit/c74f7533-fbc2-4517-acfc-cd68ab7801e0/0
 |BusinessFlowDescription=Agent Flow
 # Agent creates a new request in the Web Agent application within the published schedule dates.
-# Settings previously configured in WFM Application Options determine whether the time-off request is automatically processed in the published schedule.
+#Agent creates a new request in the Web Agent application within the published schedule dates.
-# Time off is pushed to WFM Calendar in Preferred status, providing that the agent has enough hours remaining and the Time Off Limits have not been met.
+#Settings previously configured in WFM Application Options determine whether the time-off request is automatically processed in the published schedule.
-# If auto-approval in published schedule is not enabled, supervisor navigates to WFM Calendar and filters on Time Off entries.
+#Time off is pushed to WFM Calendar in Preferred status, providing that the agent has enough hours remaining and the Time Off Limits have not been met.
-# Supervisor grants/declines time-off requests based on business criteria.
+#If auto-approval in published schedule is not enabled, supervisor navigates to WFM Calendar and filters on Time Off entries.
 }}
 |BusinessLogic=Time-off rules, limits, and configuration is specific to the customer, vertical, region, and country laws, and so can vary widely. However, the base requirements are:
 * Time-Off Limit Values
-* Time-Off Types
+*Time-Off Limit Values
-* Application of Time-Off Rules to Time-Off Types
+*Time-Off Types
-* Enabling of time-off self-management
+*Application of Time-Off Rules to Time-Off Types
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=Genesys WFM Web Supervisor is a browser-based UI that requires a Java applet. Access control for specific roles (such as planners, supervisors, forecasters, and schedulers) is handled via User Security configuration.
@@ Line 75: / Line 79: @@
 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.

← Older revision	Revision as of 12:24, April 24, 2019
(No difference)