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

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T15:19:01Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:11:53Z

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

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

2021-02-25T17:26:08Z

UCC: Moved platform assumptions under general assumptions

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

2020-07-15T12:04:04Z

Text replacement - "PureEngage" to "Genesys Engage"

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

2020-07-15T11:29:10Z

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

Shlandy93 at 10:56, July 15, 2020

2020-07-15T10:56:35Z

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

2020-01-20T21:06:31Z

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

Shlandy93 at 16:43, October 17, 2019

2019-10-17T16:43:22Z

Bgrenon: 1 revision imported

2019-04-24T12:24:02Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:01Z

Published

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Employee Satisfaction
@@ Line 7: / Line 11: @@
 |UCBenefit=Reduce manual schedule intervention for planners and supervisors
 }}
 |UCSummary=Supervisors and employees can now insert unpaid, part-day exceptions into schedules to indicate missed work time and insert work intervals into schedules to pay back or recoup it.
 |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 64: / Line 64: @@
 *Agent Initiated selected with NO date range defined
 |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 71: / Line 69: @@
 |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 90: / Line 87: @@
 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 1.1.2
 }}

@@ Line 7: / Line 7: @@
 |UCBenefit=Reduce manual schedule intervention for planners and supervisors
 }}
-|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=Within any organization, it is inevitable that employees will need to start their daily shift later than planned or leave for the day earlier than planned, for a variety of reasons (such as lateness, doctor's appointment, or illness).
@@ 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=* Employees arriving late for their shift must manually find a way to make up the time

@@ Line 71: / Line 71: @@
 |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 1.1.2
+|RequiresOr=EE01, EE02, EE26
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management'''
 PureConnect Platform Assumptions:
@@ Line 88: / Line 90: @@
 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.
-|RequiresOr=EE01, EE02, EE26
+|DocVersion=v 1.1.2
 }}

@@ Line 7: / Line 7: @@
 |UCBenefit=Reduce manual schedule intervention for planners and supervisors
 }}
-|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=Within any organization, it is inevitable that employees will need to start their daily shift later than planned or leave for the day earlier than planned, for a variety of reasons (such as lateness, doctor's appointment, or illness).
@@ 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=* Employees arriving late for their shift must manually find a way to make up the time

@@ Line 29: / Line 29: @@
 |BusinessFlow=The following diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/f3cc3952-ee06-4b0f-abd8-ff7b7598f1c4/0
-|BusinessFlowDescription=====Supervisor:====
+|BusinessFlowDescription=Supervisor:
-# Supervisor is notified by employee of upcoming or current lateness/early-departure occurrence with desire for payback.
+#Supervisor is notified by employee of upcoming or current lateness/early-departure occurrence with desire for payback.
-# Supervisor opens Schedule Intraday view and locates the relevant employee schedule for the date in question.
+#Supervisor opens Schedule Intraday view and locates the relevant employee schedule for the date in question.
-# Supervisors inserts Exception with Payback into the employee's schedule.
+#Supervisors inserts Exception with Payback into the employee's schedule.
-# Supervisor selects the Exception and start and end time to be used to represent the lateness period.
+#Supervisor selects the Exception and start and end time to be used to represent the lateness period.
-# Supervisor selects the Marked Time type to represent the payback period.
+#Supervisor selects the Marked Time type to represent the payback period.
-# Supervisors select method of payback and date and time frame:
+#Supervisors select method of payback and date and time frame:
-#* Add work to start/end of shift
+#*Add work to start/end of shift
-#* Reduce length of meal on a specific date
+#*Reduce length of meal on a specific date
-# Supervisor saves schedule.
+#Supervisor saves schedule.
 }}{{SMART BusinessImageFlow
 |BusinessFlow=The following diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/6b551f80-2680-42c9-8fd7-87b10d027ab5/0
-|BusinessFlowDescription=====Agent:====
+|BusinessFlowDescription=Agent:
-# Employee becomes aware of upcoming or current lateness/early-departure occurrence with desire for payback.
+#Employee becomes aware of upcoming or current lateness/early-departure occurrence with desire for payback.
-# In the Schedule view of the WFM Agent Web interface, the employee selects "Add Exception with Payback" for the relevant day where lateness/early-departure is needed.
+#In the Schedule view of the WFM Agent Web interface, the employee selects "Add Exception with Payback" for the relevant day where lateness/early-departure is needed.
-# Employee selects Shift Used For Exception.
+#Employee selects Shift Used For Exception.
-# Employee selects the exception and start and end time to be used to represent the lateness period.
+#Employee selects the exception and start and end time to be used to represent the lateness period.
-# Employee selects the Marked Time type to represent the payback period.
+#Employee selects the Marked Time type to represent the payback period.
-# Employee selects the method of payback and date and time frame:
+#Employee selects the method of payback and date and time frame:
-#* Add work to start/end of shift
+#*Add work to start/end of shift
-#* Reduce length of meal on a specific date
+#*Reduce length of meal on a specific date
-# Employee submits lateness/early-departure payback.
+#Employee submits lateness/early-departure payback.
 }}
 |BusinessLogic=Marked Time types representing lateness payback time need to be configure with the "Use to Mark Payback" option selected.
 Exceptions to be used to define the lateness/early-depature itself must be configured in accordance with:
 * Unpaid
-* Partial Day
+*Unpaid
-* Breaks-over-Exceptions are NOT allowed
+*Partial Day
-* Agent Initiated selected with NO date range defined
+*Breaks-over-Exceptions are NOT allowed
 |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 79: / Line 80: @@
 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 11:29, July 15, 2020
(No difference)

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

@@ Line 11: / Line 11: @@
 The Lateness Payback feature of the Genesys Workforce Management solution allows a supervisor or an employee to input the period of time for which they will need to be absent, due to starting later or leaving earlier than planned. This time can now be made up by arriving earlier, departing later, or reducing the length of the employee's meal for the affected day or a future day.
 |UCSummary=Supervisors and employees can now insert unpaid, part-day exceptions into schedules to indicate missed work time and insert work intervals into schedules to pay back or recoup it.
 |PainPoints=* Employees arriving late for their shift must manually find a way to make up the time
 * Supervisors and Planners need to make manual adjustments to the employees schedules to account for employee lateness or other partial day absences
@@ Line 16: / Line 17: @@
 |DesiredState=* Allow employees to interact directly with their schedule to indicate how they will pay back the time they had to deduct.
 * Allow employees to choose whether to pay back time via extending the current day's schedule, extending a future day's schedule, or reduce the length of an unpaid meal instead of using personal time off they have accrued.
 |SellableItems=No sellable items, Please see prerequisits
 |CloudAssumptionsAdditional_Sales=* This use case is available on Premise