UseCases/Current/GenesysEngage-onpremises/EE14 - Revision history

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

2021-02-16T12:46:56Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE14 to UseCases/Current/GenesysEngage-onpremises/EE14: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:45Z

WikiSysop moved page UseCases/Current/PureEngage/EE14 to UseCases/Current/GenesysEngage-onpremises/EE14: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 14:57, April 16, 2020

2020-04-16T14:57:57Z

Shlandy93 at 14:56, April 14, 2020

2020-04-14T14:56:51Z

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

2020-01-20T21:28:17Z

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

Shlandy93 at 17:34, July 9, 2019

2019-07-09T17:34:27Z

Bgrenon: 1 revision imported

2019-04-24T12:24:03Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:03Z

Published

WikiSysop: 1 revision imported: Updating for Maturity Level

2019-04-22T13:10:41Z

1 revision imported: Updating for Maturity Level

Bgrenon: 1 revision imported

2019-04-22T10:00:00Z

1 revision imported

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
 |UCBenefit=Provides a holistic view of individual performance, skills and capabilities as a basis for improving performance.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Aligns individual performance development plans to overall organization goals based on high performers, improving customer experience.
 }}{{SMART Benefits
@@ Line 13: / Line 10: @@
 |UCBenefit=Centralizes and automates elements of the performance management process, reducing administrative overhead, effort and costs.
 }}
 |UCOverview=As a base functionality, Performance DNA enables organizations to answer the following questions:
@@ Line 36: / Line 32: @@
 DNA Strands provide key insights into overall employee performance and the variance between Top, Mid, and Low performers. This information is presented from a high-level organizational view down to individual employees, enabling fast and accurate comparison against the equivalent high-performing benchmarks.
 |PainPoints=* Operational performance data is spread across multiple systems (e.g. quality assurance, learning management, human resources, call routing and workload management systems)
 * No single source of truth for understanding good performance
@@ Line 46: / Line 41: @@
 * View individual employee performance to target coaching or development
 * Compare your departments, branches, business units, centres to identify top, mid and low performance.
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM HA (Optional), SIP Interaction (Optional), SIP Interaction HA (optional), SIP Business Continuity, 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 75: / Line 66: @@
 }}
 |BusinessLogic=The business user decides on the Performance data that will be measured and used as the building block for the Agent DNA KPI Block.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 81: / Line 71: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. Details can be found in the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide].
-|GeneralAssumptions=
+|GeneralAssumptions=* Performance DNA solution is offered to On-Premise customers from a Standalone cloud in a Cloud-only supporting Hybrid Architecture.
 * Performance DNA requires a minimum of 200 agent seats to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
 * Storage location for KPI data must be available to customer. Storage location for HR data must be available to customer.
-|SMART_CloudAssumptions=
+|CustomerAssumptions=*Customer to provide HR data on each employee. The following data is required as a minimum:
-|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>
+**Unique identifier (Employee ID or other)
-<span></span>
+**Personal Identifiers: First and Last Name, Job Role, Induction Start Date, On-the-Job Start Date, Email address
-* <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>
+**Hierarchy Identifiers: Training Group, Team, Department / Business Unit, Site / Center, Company
-|SMART_HybridAssumptions=
+**Reporting Identifiers: Reporting Manager unique identifier, Reporting Manager Name
-|Requires=
+*Customer to provide a minimum of three month’s historical performance data, by employee, and on either a daily or weekly basis. Performance data should include the following metrics:
-|Conditions=
+**Customer satisfaction metrics
 |DocVersion=v 1.0.3
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
 |UCBenefit=Provides a holistic view of individual performance, skills and capabilities as a basis for improving performance.
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Aligns individual performance development plans to overall organization goals based on high performers, improving customer experience.
 }}{{SMART Benefits
@@ Line 10: / Line 13: @@
 |UCBenefit=Centralizes and automates elements of the performance management process, reducing administrative overhead, effort and costs.
 }}
 |UCOverview=As a base functionality, Performance DNA enables organizations to answer the following questions:
 * Who are my top performing employees?
-* What are my program-level and employee-level performance gaps?
+*Who are my top performing employees?
-* Where should I focus my time and resource investments to achieve performance improvements?
+*What are my program-level and employee-level performance gaps?
 Organizations measure employee performance using a variety of key performance indicators. However, organizations may struggle, or fail, to consolidate performance data from different systems in a single place. This lack of consolidation impairs organizations from engaging and developing their employees in the most efficient and effective manner, thus increasing their operating cost, risk of non-compliance, and adverse impact on customer experience.
 Performance DNA provides senior executives, managers and supervisors with a holistic view of performance, enabling them to direct their focus and efforts to areas that need it the most. Insights from Performance DNA will help coaches and trainers better engage employees to maximise their capability and provide better customer experience. The solution further supports data-driven decision making and improvements to Governance, Resource Planning, HR and Continuous Improvement functions.Performance DNA provides:
 * '''Consolidated performance data''' – A centralized view of individual employee performance across the enterprise with the ability to roll data up to a department, business unit, or site view.
-* '''Improvement management decision-making and governance''' – Consolidated performance data and analytics enables management and stakeholders to make educated decisions around employee engagement and development initiatives. It also improves governance functions by providing visibility on performance variations across outsourcers, departments, business units, teams, or individuals.
+*'''Consolidated performance data''' – A centralized view of individual employee performance across the enterprise with the ability to roll data up to a department, business unit, or site view.
-* '''Improved Performance Management''' – Create performance blueprints, or what we refer to as DNA mapping, based on multiple key performance indicators. Mapping enables businesses to identify performance issues at the program and agent levels. These insights improve management decision-making around employee engagement and development activities.
+*'''Improvement management decision-making and governance''' – Consolidated performance data and analytics enables management and stakeholders to make educated decisions around employee engagement and development initiatives. It also improves governance functions by providing visibility on performance variations across outsourcers, departments, business units, teams, or individuals.
 |UCSummary=Recommended for new and existing customers, Performance DNA is an enterprise-wide solution for use across contact centers, back office, HR, retail, BPO, and others.
@@ Line 29: / Line 36: @@
 DNA Strands provide key insights into overall employee performance and the variance between Top, Mid, and Low performers. This information is presented from a high-level organizational view down to individual employees, enabling fast and accurate comparison against the equivalent high-performing benchmarks.
 |PainPoints=* Operational performance data is spread across multiple systems (e.g. quality assurance, learning management, human resources, call routing and workload management systems)
 * No single source of truth for understanding good performance
@@ Line 38: / Line 46: @@
 * View individual employee performance to target coaching or development
 * Compare your departments, branches, business units, centres to identify top, mid and low performance.
 |MaturityLevel=Consistent
 |SellableItems=CIM, CIM HA (Optional), SIP Interaction (Optional), SIP Interaction HA (optional), SIP Business Continuity, 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 63: / Line 75: @@
 }}
 |BusinessLogic=The business user decides on the Performance data that will be measured and used as the building block for the Agent DNA KPI Block.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 68: / Line 81: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. Details can be found in the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide].
 |CustomerAssumptions=* Customer to provide HR data on each employee. The following data is required as a minimum:
 ** Unique identifier (Employee ID or other)
@@ Line 84: / Line 98: @@
 ** Others
 Note: KPI requirements vary depending on organization and type of operations and as such will be confirmed with the customer on a case-by-case basis.
 |PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from a Standalone cloud in a Cloud-only supporting Hybrid Architecture.
 * Performance DNA requires a minimum of 200 agent seats to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
 * Storage location for KPI data must be available to customer. Storage location for HR data must be available to customer.
 |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 38: / Line 38: @@
 * View individual employee performance to target coaching or development
 * Compare your departments, branches, business units, centres to identify top, mid and low performance.
 |SellableItems=CIM, CIM HA (Optional), SIP Interaction (Optional), SIP Interaction HA (optional), SIP Business Continuity, Any of the Digital Channels (Optional), Performance DNA, Skills Management, Training Manager, Workforce Management
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 67: / Line 68: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. Details can be found in the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide].
 |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: @@
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
 * Storage location for KPI data must be available to customer. Storage location for HR data must be available to customer.
-|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.
+|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>
-* 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>
 }}

@@ Line 67: / Line 67: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. Details can be found in the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide].
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.3
 |CustomerAssumptions=* Customer to provide HR data on each employee. The following data is required as a minimum:
 ** Unique identifier (Employee ID or other)

@@ Line 38: / Line 38: @@
 * View individual employee performance to target coaching or development
 * Compare your departments, branches, business units, centres to identify top, mid and low performance.
 |SellableItems=CIM, CIM HA (Optional), SIP Interaction (Optional), SIP Interaction HA (optional), SIP Business Continuity, Any of the Digital Channels (Optional), Performance DNA, Skills Management, Training Manager, Workforce Management
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 47: / Line 46: @@
 |BusinessFlow=The following diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/d3ae5503-416f-4c03-bdec-95e53d839469/0
-|BusinessFlowDescription=# Install Performance DNA onto servers meeting minimum specifications:
+|BusinessFlowDescription=# Performance DNA has been provisioned and configuration has been completed in the cloud.
-#* Ensure baseline configuration has been completed.
+# Complete the branding of application in line with the customer’s brand, including fonts, colors, and logos.
 # Locate Employee Data information from HR file extract and/or WFM (refer to HR data requirements listed under the Customer header in the Assumptions section).
 # Configure Org Data to import Employee Data automatically on a daily basis. For configuration details see the Performance DNA admin guide.
@@ Line 69: / Line 67: @@
 |RealTimeReporting=N/A
 |HistoricalReporting=The Genesys PDNA product contains a number of out-of-the-box reports. Details can be found in the [https://docs.genesys.com/Special:Repository/85_skillsassessor_administrator.pdf?id=b3e6b461-2253-47c4-ae72-27f4656186c7 Skills Assessor (PDNA) Administration Guide].
 |CustomerAssumptions=* Customer to provide HR data on each employee. The following data is required as a minimum:
 ** Unique identifier (Employee ID or other)
@@ Line 85: / Line 86: @@
 ** Others
 Note: KPI requirements vary depending on organization and type of operations and as such will be confirmed with the customer on a case-by-case basis.
-|PremiseAssumptionsAdditional=* Storage location for KPI data must be available to customer. Storage location for HR 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.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+* Performance DNA requires a minimum of 200 agent seats to deploy a local standalone (independent) instance.
-|Hybrid_Assumption=v 1.0.2
+* KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
-}}
+* Storage location for KPI data must be available to customer. Storage location for HR data must be available to customer.
 }}

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