UseCases/Current/GenesysEngage-onpremises/EE13 - Revision history

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-02-12T14:52:55Z

UCC: Updated benefits to align with calculators

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

2021-01-29T14:38:07Z

UCC: Updated Occupancy benefit to Utilization

Shane.landy@genesys.com at 15:08, December 9, 2020

2020-12-09T15:08:10Z

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE13 to UseCases/Current/GenesysEngage-onpremises/EE13: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:13Z

WikiSysop moved page UseCases/Current/PureEngage/EE13 to UseCases/Current/GenesysEngage-onpremises/EE13: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 14:56, April 16, 2020

2020-04-16T14:56:52Z

Shlandy93 at 13:24, April 14, 2020

2020-04-14T13:24:39Z

Shlandy93 at 10:31, March 30, 2020

2020-03-30T10:31:42Z

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

2020-01-20T21:06:05Z

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

Shlandy93 at 17:30, July 9, 2019

2019-07-09T17:30:13Z

Shlandy93 at 17:29, July 9, 2019

2019-07-09T17:29:30Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
@@ Line 23: / Line 10: @@
 |UCBenefit=Individualized development plans reduce overall training &amp; development costs and time spent in training leading to improved employee utilization.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Individualized training focused on skills and capabilities needed to deliver high performance improves the customer experience.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition
+|UCBenefitID=Reduced Employee Attrition
 |UCBenefit=Employees who are provided with clearly defined, personalized training plans and career paths feel more valued and are less likely to leave.
 }}
 |UCSummary=Skills and capability can be assessed by importing historical data from previous activities conducted by the business, most notably by the learning and development team. Alternatively, or additionally, Performance DNA has a built-in assessment designer that can create multimedia-rich assessments. These include knowledge test, skills verification, scenario or situational assessments, aptitude tests and feedback surveys.
@@ Line 76: / Line 76: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
-|CustomerAssumptions=Customer to provide HR data on each employee. The following data is required as a minimum:
+|GeneralAssumptions=* Performance DNA solution is offered to On-Premise customers from a Standalone Cloud in a Cloud-only supporting Hybrid Architecture.
 * Performance DNA required a minimum of 200 agent seats are required to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
-|CloudAssumptionsAdditional=* <span><span>Performance DNA is</span><span></span>currently offered in a standalone cloud. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance in the regions of the client.</span>
+|CustomerAssumptions=Customer to provide HR data on each employee. The following data is required as a minimum:
 <span></span>
-* <span>The Performance DNA team recommends that a pre-sales activity for gathering inputs on the KPI data needed by the customer be performed before deployment.</span>
+*Unique identifier (Employee ID or other)
 |DocVersion=v 1.0.3
 }}

@@ Line 20: / Line 20: @@
 |UCBenefit=Online administration and management of assessments and learning &amp; development including employee self-management reduces administrative overhead, effort and cost.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Occupancy
+|UCBenefitID=Improved Employee Utilization
 |UCBenefit=Individualized development plans reduce overall training &amp; development costs and time spent in training leading to improved employee utilization.
 }}{{SMART Benefits

@@ Line 1: / Line 1: @@
 {{SMART UseCase
-|ID=
+|UCOverview=As a base functionality, Performance DNA enables organizations to measure, manage, and develop employee skills and capability. Online knowledge assessments and feedback surveys are created within the system and are used to benchmark employee core knowledge. Learning items such as audio & video files, slide decks, documents, and webpages can be attached to Performance DNA assessments to address any knowledge gaps and ultimately improve employee capability.
-|Title=
-|Offering=
+Data is captured and maintained electronically while in-system reports provide real-time updates on activity completion and results. Learning items can then be delivered in a targeted manner, to address skills and capability gaps identified by Performance DNA, instead of using a generic “one-size-fits-all” approach.
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
@@ Line 16: / Line 26: @@
 |UCBenefit=Individualized training focused on skills and capabilities needed to deliver high performance improves the customer experience.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Attrition Rate
+|UCBenefitID=Improved Employee Attrition
 |UCBenefit=Employees who are provided with clearly defined, personalized training plans and career paths feel more valued and are less likely to leave.
 }}
 |UCSummary=Skills and capability can be assessed by importing historical data from previous activities conducted by the business, most notably by the learning and development team. Alternatively, or additionally, Performance DNA has a built-in assessment designer that can create multimedia-rich assessments. These include knowledge test, skills verification, scenario or situational assessments, aptitude tests and feedback surveys.
 Once skills and capability data has been consolidated in Performance DNA, organizations can quickly and accurate identify highly skilled and capable employees across the enterprise for any given role. Their "blueprint" can be used as a benchmark for comparing skills and capability of other employees, teams, departments, outsources, or subsidiaries.
 |PainPoints=* Core competencies for role not defined and validated
 * Inconsistent customer experience
@@ Line 49: / Line 44: @@
 * Provide consistent customers experience by providing skilled and capable employees across channels.
 * Centralize reporting for training and coaching
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM HA (Optional), SIP Interaction (Optional), SIP Interaction HA (optional), SIP Business Continuity (Optional), Any of the Digital Channels (Optional), Performance DNA, Skills Management, Training Manager, Workforce Management
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available in the cloud.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available on premise.
@@ Line 80: / Line 71: @@
 Rules must be set up to provide remedial learning if the agent scores below a certain baseline assessment target score.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 86: / Line 76: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
 |CustomerAssumptions=Customer to provide HR data on each employee. The following data is required as a minimum:
 * Unique identifier (Employee ID or other)
@@ Line 97: / Line 86: @@
 ** Results identifier: Total Score, Achieved Score
 ** Breakdown of score by question and answer (if necessary)
 |PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from a Standalone Cloud in a Cloud-only supporting Hybrid Architecture.
 * Performance DNA required a minimum of 200 agent seats are required to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
 |CloudAssumptionsAdditional=* <span><span>Performance DNA is</span><span></span>currently offered in a standalone cloud. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance in the regions of the client.</span>
 <span></span>
 * <span>The Performance DNA team recommends that a pre-sales activity for gathering inputs on the KPI data needed by the customer be performed before deployment.</span>
 |DocVersion=v 1.0.3
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
@@ Line 10: / Line 13: @@
 |UCBenefit=Individualized development plans reduce overall training &amp; development costs and time spent in training leading to improved employee utilization.
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Individualized training focused on skills and capabilities needed to deliver high performance improves the customer experience.
 }}{{SMART Benefits
@@ Line 16: / Line 19: @@
 |UCBenefit=Employees who are provided with clearly defined, personalized training plans and career paths feel more valued and are less likely to leave.
 }}
 |UCOverview=As a base functionality, Performance DNA enables organizations to measure, manage, and develop employee skills and capability. Online knowledge assessments and feedback surveys are created within the system and are used to benchmark employee core knowledge. Learning items such as audio & video files, slide decks, documents, and webpages can be attached to Performance DNA assessments to address any knowledge gaps and ultimately improve employee capability.
@@ Line 32: / Line 36: @@
 Once skills and capability data has been consolidated in Performance DNA, organizations can quickly and accurate identify highly skilled and capable employees across the enterprise for any given role. Their "blueprint" can be used as a benchmark for comparing skills and capability of other employees, teams, departments, outsources, or subsidiaries.
 |PainPoints=* Core competencies for role not defined and validated
 * Inconsistent customer experience
@@ Line 44: / Line 49: @@
 * Provide consistent customers experience by providing skilled and capable employees across channels.
 * Centralize reporting for training and coaching
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM HA (Optional), SIP Interaction (Optional), SIP Interaction HA (optional), SIP Business Continuity (Optional), Any of the Digital Channels (Optional), Performance DNA, Skills Management, Training Manager, Workforce Management
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available in the cloud.
 |PremiseAssumptionsAdditional_Sales=Capabilities Assumption:
 * The full use case outlined here is available on premise.
@@ Line 71: / Line 80: @@
 Rules must be set up to provide remedial learning if the agent scores below a certain baseline assessment target score.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 76: / Line 86: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
 |CustomerAssumptions=Customer to provide HR data on each employee. The following data is required as a minimum:
 * Unique identifier (Employee ID or other)
@@ Line 86: / Line 97: @@
 ** Results identifier: Total Score, Achieved Score
 ** Breakdown of score by question and answer (if necessary)
 |PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from a Standalone Cloud in a Cloud-only supporting Hybrid Architecture.
 * Performance DNA required a minimum of 200 agent seats are required to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
 |CloudAssumptionsAdditional=* <span><span>Performance DNA is</span><span></span>currently offered in a standalone cloud. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance in the regions of the client.</span>
 <span></span>
 * <span>The Performance DNA team recommends that a pre-sales activity for gathering inputs on the KPI data needed by the customer be performed before deployment.</span>
 |DocVersion=v 1.0.3
 }}

@@ Line 44: / Line 44: @@
 * Provide consistent customers experience by providing skilled and capable employees across channels.
 * Centralize reporting for training and coaching
 |SellableItems=CIM, CIM HA (Optional), SIP Interaction (Optional), SIP Interaction HA (optional), SIP Business Continuity (Optional), Any of the Digital Channels (Optional), Performance DNA, Skills Management, Training Manager, Workforce Management
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:

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

@@ Line 7: / Line 7: @@
 |UCBenefit=Online administration and management of assessments and learning &amp; development including employee self-management reduces administrative overhead, effort and cost.
 }}{{SMART Benefits
-|UCBenefitID=Improved Employee Utilization
+|UCBenefitID=Improved Employee Occupancy
 |UCBenefit=Individualized development plans reduce overall training &amp; development costs and time spent in training leading to improved employee utilization.
 }}{{SMART Benefits
@@ Line 22: / Line 22: @@
 Performance DNA provides:
 * '''Clearly defined and validated skills & capability blueprint''' – Performance DNA blueprints align with HR, L&D, and Operations. Employee skills and capability data are captured electronically and retained in-system.
-* '''Increase speed to competency''' – Self-paced learning and assessment programs can be deployed for new hires or existing employees to improve their speed to competency. Blueprints identify actual skills and capability levels among employees across the organization. Learning items can be targeted at addressing gaps quickly and effectively.
+*'''Clearly defined and validated skills & capability blueprint''' – Performance DNA blueprints align with HR, L&D, and Operations. Employee skills and capability data are captured electronically and retained in-system.
-* '''Enterprise employee optimization journeys''' – Creation of individual employee development journeys provides clear visibility of the skill levels of all employees across the enterprise.
+*'''Increase speed to competency''' – Self-paced learning and assessment programs can be deployed for new hires or existing employees to improve their speed to competency. Blueprints identify actual skills and capability levels among employees across the organization. Learning items can be targeted at addressing gaps quickly and effectively.
-* '''Reduced L&D cost''' – Targeted development reduces costs associated with a "one size fits all" learning strategy. Online learning and assessments reduce over-reliance on classroom training and manual processing of attendance and results. Classroom training can be limited to employees who fail online learning and assessments. Digitalized assessments and reports cut back on trainers’ administrative workload, allowing them to focus on their core duties.
+*'''Enterprise employee optimization journeys''' – Creation of individual employee development journeys provides clear visibility of the skill levels of all employees across the enterprise.
-* '''Standardized employee service to customers''' – Similarly skilled and capable employees are more likely to provide consistent experience to customers, maintaining similar resolution rates and handle times.
+*'''Reduced L&D cost''' – Targeted development reduces costs associated with a "one size fits all" learning strategy. Online learning and assessments reduce over-reliance on classroom training and manual processing of attendance and results. Classroom training can be limited to employees who fail online learning and assessments. Digitalized assessments and reports cut back on trainers’ administrative workload, allowing them to focus on their core duties.
-* '''Record management, governance and certification''' – Training and coaching data such as completion, results, and analysis are stored in a single centralized source, reducing manual processing time, omissions, and errors. System-generated reports improve governance function and align with the requirements of ISO9001 and COPC CSP Standard.
+*'''Standardized employee service to customers''' – Similarly skilled and capable employees are more likely to provide consistent experience to customers, maintaining similar resolution rates and handle times.
 |UCSummary=Skills and capability can be assessed by importing historical data from previous activities conducted by the business, most notably by the learning and development team. Alternatively, or additionally, Performance DNA has a built-in assessment designer that can create multimedia-rich assessments. These include knowledge test, skills verification, scenario or situational assessments, aptitude tests and feedback surveys.
@@ Line 74: / Line 75: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
 |CustomerAssumptions=Customer to provide HR data on each employee. The following data is required as a minimum:
 * Unique identifier (Employee ID or other)
@@ Line 88: / Line 88: @@
 * Performance DNA required a minimum of 200 agent seats are required to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
-|CloudAssumptionsAdditional=* Performance DNA is currently offered in a standalone cloud. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance in the regions of the client.</span>
+|CloudAssumptionsAdditional=* <span><span>Performance DNA is</span><span></span>currently offered in a standalone cloud. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance in the regions of the client.</span>
+<span></span>
-* The Performance DNA team recommends that a pre-sales activity for gathering inputs on the KPI data needed by the customer be performed before deployment.</span>
+* <span>The Performance DNA team recommends that a pre-sales activity for gathering inputs on the KPI data needed by the customer be performed before deployment.</span>
 }}

@@ Line 43: / Line 43: @@
 * Provide consistent customers experience by providing skilled and capable employees across channels.
 * Centralize reporting for training and coaching
 |SellableItems=CIM, CIM HA (Optional), SIP Interaction (Optional), SIP Interaction HA (optional), SIP Business Continuity (Optional), Any of the Digital Channels (Optional), Performance DNA, Skills Management, Training Manager, Workforce Management
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 52: / Line 51: @@
 |BusinessFlow=The following diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/05b90f39-e82e-428f-8ebe-0c10c7637eaf/0
-|BusinessFlowDescription=# Performance DNA base configuration has been completed:
+|BusinessFlowDescription=# Performance DNA <span>has been provisioned and<span></span></span>configuration has been completed in the cloud
 # Locate Employee Data from HR file extract, and or WFM, including First Name, Last Name, Employee ID, and Team Information. Configure Org Data to import HR information daily. For configuration details see the Performance DNA Admin guide.
 # Create or modify a suite of baseline assessments.
 # Agents complete a suite of baseline assessments.
-# Collate Assessment results to provide a holistic knowledge and capability measurement.
+# Collate Assessment results to provide holistic knowledge and capability measurement.
 # Assign Learning Items to support agent progression:
 #* Based on Knowledge results, automatically suggest or assign relevant Learning Items.
-#* Manually assign personalized learning plan.
+#* Manually assign a personalized learning plan.
 # Agents to complete the Assessments and Knowledge Nudges assigned to them.
-#* If successful, communicate improvement to Manager and continue through process.
+#* If successful, communicate improvement to Manager and continue through the process.
 #* If unsuccessful, repeat part 4, for ongoing development and feeding results into the DNA blueprint.
-# Notify the manager on the completion of the Learning Item and arrange performance review and create ongoing development plans for the agent.
+# Notify the manager on the completion of the Learning Item and arrange a performance review and create ongoing development plans for the agent.
 }}
 |BusinessLogic=The business user needs to pre-define the assessments to be used for the baseline agent skill and capability benchmarking.
@@ Line 77: / Line 74: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. See the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide] for details.
 |CustomerAssumptions=Customer to provide HR data on each employee. The following data is required as a minimum:
 * Unique identifier (Employee ID or other)
@@ Line 87: / Line 87: @@
 ** Results identifier: Total Score, Achieved Score
 ** Breakdown of score by question and answer (if necessary)
-|PremiseAssumptionsAdditional=* Storage location for KPI data must be available to customer.
+|PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from a Standalone Cloud in a Cloud-only supporting Hybrid Architecture.
-* Storage location for HR data must be available to customer.
+* Performance DNA required a minimum of 200 agent seats are required to deploy a local standalone (independent) instance.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+* KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
-|Hybrid_Assumption=v 1.0.2
+|CloudAssumptionsAdditional=* <span><span>Performance DNA is</span><span></span>currently offered in a standalone cloud. A minimum of 200 agent seats are required to deploy a local standalone (independent) instance in the regions of the client.</span>
-}}
+<span></span>
 }}