UseCases/Current/GenesysEngage-onpremises/EE11 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T15:21:17Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:13:42Z

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

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

2021-02-25T17:27:34Z

UCC: Moved platform assumptions under general assumptions

Shlandy93 at 16:21, July 15, 2020

2020-07-15T16:21:32Z

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

2020-07-15T12:03:30Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE11 to UseCases/Current/GenesysEngage-onpremises/EE11: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:35Z

WikiSysop moved page UseCases/Current/PureEngage/EE11 to UseCases/Current/GenesysEngage-onpremises/EE11: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

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

2020-01-20T20:50:50Z

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

Shlandy93 at 16:46, October 17, 2019

2019-10-17T16:46:57Z

Bgrenon: 1 revision imported

2019-04-24T12:24:02Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:02Z

Published

@@ Line 10: / Line 10: @@
 |UCBenefit=Generate ideal schedules whilst adhering to business rules and labor laws
 }}
-|UCIntro=This use case supports Genesys Multicloud CX and PureConnect as the WFM product is supported to run on both platforms.
+|UCIntro=This use case also supports 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 the employee shift bidding process. In this process, planners build employee profiles rather than individual employee schedules. Once schedules are created, the employees are asked to populate their individual profiles with their preferred shift combinations.
@@ Line 55: / Line 55: @@
 Contract Profiles are created with the appropriate skill assigned to provide optimum coverage and relation to real agents.
 |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 62: / Line 60: @@
 |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].
-|RequiresOr=EE01, EE02, EE26
+|DocVersion=v 1.1.3
 |GeneralAssumptions='''Assumptions for PureConnect customers running Genesys Workforce Management'''
@@ Line 80: / Line 78: @@
 Because the WFM Web Supervisor uses Java, both JRE and Tomcat are requirements. See Supported Operating Environment Guide for specific versions.
-* WFM Application settings enabled for Bidding: WFM Web > AgentBidding\AllowAccess=true.
+*WFM Application settings enabled for Bidding: WFM Web > AgentBidding\AllowAccess=true.
-* Supervisor builds profile schedules.
+*Supervisor builds profile schedules.
-* Agents enter bids using Web Agent application.
+*Agents enter bids using Web Agent application.
-* Supervisor controls the bidding process using seniority, rank, or both.
+*Supervisor controls the bidding process using seniority, rank, or both.
 |CustomerAssumptions=Base WFM configuration completed for skills and profiles.
-|DocVersion=v 1.1.2
+|RequiresOr=EE01, EE02, EE26
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Generate ideal schedules whilst adhering to business rules and labor laws
 }}
-|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 the employee shift bidding process. In this process, planners build employee profiles rather than individual employee schedules. Once schedules are created, the employees are asked to populate their individual profiles with their preferred shift combinations.
@@ Line 16: / Line 16: @@
 |UCSummary=Provides the capability for workforce planning teams to generate schedules based on profiles of their configured employees. Once generated, these profiles can be pushed to the employee for preference selection.
 |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.
-* 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 satisfaction in regards to shift designs leads to attrition and employee engagement issues.

@@ Line 62: / Line 62: @@
 |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'''
@@ Line 79: / Line 79: @@
 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.
 |CustomerAssumptions=Base WFM configuration completed for skills and profiles.
-|RequiresOr=EE01, EE02, EE26
+|DocVersion=v 1.1.2
 }}

@@ Line 71: / Line 71: @@
 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 79: / Line 81: @@
 |CustomerAssumptions=Base WFM configuration completed for skills and profiles.
 |RequiresOr=EE01, EE02, EE26
-|PremiseAssumptionsAdditional=* WFM Application settings enabled for Bidding: WFM Web > AgentBidding\AllowAccess=true.
+|PremiseAssumptionsAdditional=*WFM Application settings enabled for Bidding: WFM Web > AgentBidding\AllowAccess=true.
-* Supervisor builds profile schedules.
+*Supervisor builds profile schedules.
-* Agents enter bids using Web Agent application.
+*Agents enter bids using Web Agent application.
-* Supervisor controls the bidding process using seniority, rank, or both.
+*Supervisor controls the bidding process using seniority, rank, or both.
-|CloudAssumptionsAdditional=* WFM Application settings managed by Cloud Ops.
+|CloudAssumptionsAdditional=*WFM Application settings managed by Cloud Ops.
-* Remaining assumptions are the same as for Premise.
+*Remaining assumptions are the same as for Premise.
 }}

@@ Line 10: / Line 10: @@
 |UCBenefit=Generate ideal schedules whilst adhering to business rules and labor laws
 }}
-|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 the employee shift bidding process. In this process, planners build employee profiles rather than individual employee schedules. Once schedules are created, the employees are asked to populate their individual profiles with their preferred shift combinations.
@@ Line 16: / Line 16: @@
 |UCSummary=Provides the capability for workforce planning teams to generate schedules based on profiles of their configured employees. Once generated, these profiles can be pushed to the employee for preference selection.
 |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.
-* 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 satisfaction in regards to shift designs leads to attrition and employee engagement issues.

← 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 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Administration Costs
@@ Line 31: / Line 14: @@
 Contrary to the use of rotating patterns and agent shift preferences, Workforce Management Schedule Bidding allows supervisors to build schedules based on the best coverage available within the pre-defined business rules, constraints, and labor laws. The supervisor controls which agents can bid on schedules and the dates available for bidding, allowing for complete operational control.
 |UCSummary=Provides the capability for workforce planning teams to generate schedules based on profiles of their configured employees. Once generated, these profiles can be pushed to the employee for preference selection.
 |PainPoints=* Employee satisfaction in regards to shift designs leads to attrition and employee engagement issues.
 |DesiredState=* <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;">Enable employees with self- service by allowing them to bid on their shift.</span>
-|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.
+|MaturityLevel=Differentiated
-See [https://docs.genesys.com/Documentation/System/latest/SOE/Welcome Supported Operating Environment Guide] for specific browser support.
+|SellableItems=No sellable items, Please see prerequisits
-|AgentDeskRequirements=Agents access the WFM Web Agent UI with a supported browser. There is no Java in this UI.
+|CloudAssumptionsAdditional_Sales=Capabilities Assumption:
-See [https://docs.genesys.com/Documentation/System/latest/SOE/Welcome Supported Operating Environment Guide] for specific browser support.
+* TBC
-|RealTimeReporting=N/A
+* Need to check with Cloud Ops
-|HistoricalReporting=The Genesys Workforce Management product contains a number of out-of-the-box historical reporting elements.
+|PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
-Details can be found in the [https://docs.genesys.com/Documentation/WM/latest/Admin/Welcome Workforce Management Administrator Guide].
+* The full use case outlined here is available on premise.
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=The following diagram shows the business flow of the use case:
@@ Line 68: / Line 52: @@
 Contract Profiles are created with the appropriate skill assigned to provide optimum coverage and relation to real agents.
 |DistributionLogic=N/A
 }}