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

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T15:15:03Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:12:50Z

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

Shane.landy@genesys.com: UCC: Moved platform assumptions under general assumptions

2021-02-25T17:19:52Z

UCC: Moved platform assumptions under general assumptions

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

2021-01-29T14:37:08Z

UCC: Updated Occupancy benefit to Utilization

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

2020-07-15T12:04:25Z

Text replacement - "PureEngage" to "Genesys Engage"

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

2020-07-15T11:29:15Z

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

Shlandy93 at 10:38, July 15, 2020

2020-07-15T10:38:23Z

Shlandy93 at 10:10, March 30, 2020

2020-03-30T10:10:05Z

Shlandy93 at 13:57, March 10, 2020

2020-03-10T13:57:02Z

Shlandy93 at 14:26, February 26, 2020

2020-02-26T14:26:54Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Administration Costs
@@ Line 10: / Line 17: @@
 |UCBenefit=Eliminate the need for the planner to process these requests
 }}
 |UCSummary=Deliver the capability for an employee to enter exceptions (offline activities) into their schedule via the Workforce Management User Interface without the need to supervision or effort on the planner's behalf.
 |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 47: / Line 47: @@
 * Confirmation from the business on the operating procedures of such exceptions.
 |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 54: / Line 52: @@
 |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 75: / Line 72: @@
 Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions.
 |CustomerAssumptions=This use case should be considered only if the business intends to allow agents to have a say in how their schedules get built.
 |DocVersion=v 1.1.3
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Eliminate the need for the planner to process these requests
 }}
-|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 focuses on operational efficiency and employee empowerment through enabling employees to request and drive their own shift exceptions, optimizing both employee satisfaction and business operational needs. The use case features:
@@ Line 22: / Line 22: @@
 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=* Exception requests from employees historically have been manual tasks coming either through request systems or via email.

@@ Line 54: / Line 54: @@
 |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].
-|DocVersion=v 1.1.3
+|RequiresOr=EE01, EE02, EE26
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management'''
@@ Line 75: / Line 75: @@
 Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions.
 |CustomerAssumptions=This use case should be considered only if the business intends to allow agents to have a say in how their schedules get built.
-|RequiresOr=EE01, EE02, EE26
+|DocVersion=v 1.1.3
 }}

@@ Line 7: / Line 7: @@
 |UCBenefit=Allow employees to have more say in their schedule
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Eliminate the need for the planner to process these requests
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Eliminate the need for the planner to process these requests
 }}
-|UCIntro=This use case supports PureEngage and PureConnect as the WFM product is supported to run on both platforms.
+|UCIntro=This use case supports Genesys Engage and PureConnect as the WFM product is supported to run on both platforms.
 |UCOverview=This use case focuses on operational efficiency and employee empowerment through enabling employees to request and drive their own shift exceptions, optimizing both employee satisfaction and business operational needs. The use case features:
@@ Line 22: / Line 22: @@
 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=* Exception requests from employees historically have been manual tasks coming either through request systems or via email.

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

@@ Line 54: / Line 54: @@
 |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 59: / Line 60: @@
 Supervisor has a user role allowing access to Exceptions. In Web Supervisor application > Policies > Exception Types:
 * check ‘Agent-Initiated’ to enable the functionality
-* enter optional start/end dates if required
+*check ‘Agent-Initiated’ to enable the functionality
-* PureConnect GWFM Connector is required to utilize Genesys WFM on PureConnect
+*enter optional start/end dates if required
 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)
 Additional assumptions which are included in the dependency use cases cover the PureConnect Platform-specific assumptions.
-====Other Assumptions====
+'''Other Assumptions'''
 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 73: / Line 77: @@
 |RequiresOr=EE01, EE02, EE26
 |CloudAssumptionsAdditional=WFM Application settings are managed by Cloud Ops. Base configuration (Use Case EE01) is completed by supervisors.
 }}

@@ Line 23: / Line 23: @@
 *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.
 *Version should be v8.5.206 or higher
-|PainPoints=* <span style="display: inline !important; float: none; background-color: transparent; color: rgb(0, 0, 0); font-family: Calibri,Calibri_MSFontService,Sans-Serif; font-size: 15.8px; font-style: normal; font-variant: normal; font-weight: 400; letter-spacing: 0px; line-height: 0px; -ms-touch-select: none; -ms-user-select: text; orphans: 2; text-align: left; text-decoration: none; text-indent: 0px; text-transform: none; -webkit-text-stroke-width: 0px; white-space: normal; word-spacing: 0px;">Exception requests from employees historically have been manual tasks coming either through request systems or via email.</span>
+|PainPoints=* Exception requests from employees historically have been manual tasks coming either through request systems or via email.
 |MaturityLevel=Consistent
 |SellableItems=No sellable items, Please see prerequisits