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

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T15:17:06Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:12:37Z

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

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

2021-02-25T17:21:03Z

UCC: Moved platform assumptions under general assumptions

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

2020-07-15T12:03:21Z

Text replacement - "PureEngage" to "Genesys Engage"

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

2020-07-15T11:29:25Z

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

Shlandy93 at 10:48, July 15, 2020

2020-07-15T10:48:43Z

Shlandy93 at 14:07, March 10, 2020

2020-03-10T14:07:49Z

Shlandy93 at 14:29, February 26, 2020

2020-02-26T14:29:25Z

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

2020-01-20T22:13:09Z

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

Shlandy93 at 16:40, October 17, 2019

2019-10-17T16:40:07Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Satisfaction
@@ Line 7: / Line 10: @@
 |UCBenefit=Reduce operational planning time by a decrease in effort to approve and manage preference requests
 }}
 |UCSummary=Deliver the capability for an employee to self-manage their schedule preference requirements within the Workforce Management product, 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 47: / Line 47: @@
 |BusinessLogic=The ability to set preferences relies on the underlying contract and shift configuration configured for each business unit, site, team, and employee.
 |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=* WFM Application settings are detailed in the functional design document.
@@ Line 74: / Line 71: @@
 Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions.
 |CustomerAssumptions=Consider configuring shift names that have meaning to agents so they are clear on what they are selecting.
 |CloudAssumptionsAdditional=
 |DocVersion=v 1.1.3
 }}

@@ Line 7: / Line 7: @@
 |UCBenefit=Reduce operational planning time by a decrease in effort to approve and manage preference 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 by enabling employee shift preferences and optimizing both employee satisfaction and business operational needs.
 The Workforce Management schedule builder can optionally consider agent preferences for individual days when building schedules. Agents can enter preferences for shifts, days off, availability, and time off using WFM Web for Agents. Supervisors can enter agent preferences in Workforce Management Web for Supervisors and, with the appropriate security permissions, can grant or reject preferences. If a supervisor grants a preference, the calendar algorithm considers that agent’s preference when building the schedule, along with various other criteria such as seniority.
@@ Line 15: / Line 15: @@
 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=* Employee’s in modern contact centers wish to nominate overall preferences for daily work. Without the ability to specify individual preferences some employees can end up with undesirable schedules, leading to attrition and excessive shrinkage.

@@ 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'''
+|GeneralAssumptions=* WFM Application settings are detailed in the functional design document.
 PureConnect Platform Assumptions:
@@ Line 72: / Line 74: @@
 Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions.
 |CustomerAssumptions=Consider configuring shift names that have meaning to agents so they are clear on what they are selecting.
 |CloudAssumptionsAdditional=
 }}

@@ Line 7: / Line 7: @@
 |UCBenefit=Reduce operational planning time by a decrease in effort to approve and manage preference 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 by enabling employee shift preferences and optimizing both employee satisfaction and business operational needs.
 The Workforce Management schedule builder can optionally consider agent preferences for individual days when building schedules. Agents can enter preferences for shifts, days off, availability, and time off using WFM Web for Agents. Supervisors can enter agent preferences in Workforce Management Web for Supervisors and, with the appropriate security permissions, can grant or reject preferences. If a supervisor grants a preference, the calendar algorithm considers that agent’s preference when building the schedule, along with various other criteria such as seniority.
@@ Line 15: / Line 15: @@
 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=* Employee’s in modern contact centers wish to nominate overall preferences for daily work. Without the ability to specify individual preferences some employees can end up with undesirable schedules, leading to attrition and excessive shrinkage.

@@ Line 27: / Line 27: @@
 |BusinessFlow=The following diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/b758b19b-dc3f-4a2f-adb3-5028565669b0/0
-|BusinessFlowDescription======AGENT=====
+|BusinessFlowDescription=AGENT
-# Agent logs into WFM Web Agent UI and navigates to the Preferences tab.
+#Agent logs into WFM Web Agent UI and navigates to the Preferences tab.
-# Agent selects desired preferences:
+#Agent selects desired preferences:
-#* Shift
+#*Shift
-#* Availability Pattern
+#*Availability Pattern
-#* Day Off
+#*Day Off
-# Supervisor logs into the WFM Web Supervisor UI and navigates to the Schedule Scenario view.
+SUPERVISOR
 # Supervisor invokes the Schedule Build Wizard and selects the Preference Fulfillment option for the desired site(s).
-# Supervisor adjusts preference fulfillment options until the desired balance between coverage and percentage of granted preferences is met (might require multiple rebuilds).
+#Supervisor logs into the WFM Web Supervisor UI and navigates to the Schedule Scenario view.
-# Supervisor publishes the master schedule.
+#Supervisor invokes the Schedule Build Wizard and selects the Preference Fulfillment option for the desired site(s).
-# Granted preferences visible in WFM Web Agent Schedule view.
+#Supervisor adjusts preference fulfillment options until the desired balance between coverage and percentage of granted preferences is met (might require multiple rebuilds).
-# Supervisor can optionally add preferences for an agent in the Calendar view.
+#Supervisor publishes the master schedule.
-# Optionally, Supervisors can produce the Calendar Items Report to show granted preferences.
+#Granted preferences visible in WFM Web Agent Schedule view.
 }}
 |BusinessLogic=The ability to set preferences relies on the underlying contract and shift configuration configured for each business unit, site, team, and employee.
@@ 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 62: / Line 63: @@
 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 72: / Line 75: @@
 |PremiseAssumptionsAdditional=WFM Application settings are detailed in the functional design document.
 |CloudAssumptionsAdditional=
 }}

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

@@ Line 17: / Line 17: @@
 *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;">Employee’s in modern contact centers wish to nominate overall preferences for daily work. Without the ability to specify individual preferences some employees can end up with undesirable schedules, leading to attrition and excessive shrinkage</span>
+|PainPoints=* Employee’s in modern contact centers wish to nominate overall preferences for daily work. Without the ability to specify individual preferences some employees can end up with undesirable schedules, leading to attrition and excessive shrinkage.
 |MaturityLevel=Consistent
 |SellableItems=No sellable items, Please see prerequisits