UseCases/Current/GenesysEngage-onpremises/EE16 - Revision history

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

2021-02-16T12:47:42Z

UCC: Updated benefits to align with calculators

WikiSysop: WikiSysop moved page UseCases/Current/PureEngage/EE16 to UseCases/Current/GenesysEngage-onpremises/EE16: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

2020-07-15T11:29:16Z

WikiSysop moved page UseCases/Current/PureEngage/EE16 to UseCases/Current/GenesysEngage-onpremises/EE16: Text replacement - "PureEngage" to "GenesysEngage-onpremises"

Shlandy93 at 15:09, April 16, 2020

2020-04-16T15:09:58Z

Shlandy93 at 15:01, April 14, 2020

2020-04-14T15:01:57Z

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

2020-01-20T20:37:17Z

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

Shlandy93 at 17:39, July 9, 2019

2019-07-09T17:39:47Z

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

Shlandy93 at 10:00, April 22, 2019

2019-04-22T10:00:00Z

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
@@ Line 10: / Line 7: @@
 |UCBenefit=Targeting of training and development based on individual gaps reduces overall training and administration costs. Consolidated record management reduces manual processing, errors and omissions, enabling organizations to demonstrate high quality data for certifications such as ISO 9001, COPC CSP and CUIKA.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Developing and training to high performance "Blueprints" improves customer experience.
 }}
 |UCOverview=This extensional use case is built on foundational use cases {{#mintydocs_link:topic=EE13}} and {{#mintydocs_link:topic=EE14}}. It unlocks the key differentiating features of Performance DNA, enabling organizations to:
@@ Line 50: / Line 46: @@
 Employees, and their managers, will be able to view skills and performance data in a single location, improving coaching flow and day-to-day conversations.
 |PainPoints=* Coaching and training is not delivering the desired performance improvement
 * Employee development budget reductions are limiting the scope that can be covered
@@ Line 60: / Line 55: @@
 * Replicating key skill drivers that deliver a consistent customer experience across all channels.
 * Centralize reporting for training and coaching
 |MaturityLevel=Consistent
 |SellableItems=No sellable items, Please reference prerequisits
 |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 96: / Line 87: @@
 * build a consolidated Agent DNA framework using both KPI and Assessment metrics.
 * set up business rules to automatically assign learning items to support identified performance or knowledge gaps.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 103: / Line 93: @@
 |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.
 |RequiresAll=EE13, EE14
-|RequiresOr=
+|GeneralAssumptions=* Performance DNA solution is offered to On-Premise customers from a standalone cloud in a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats is required to deploy a local standalone (independent) instance.
 * KPI/Org data availability is mandatory for setting up the Performance DNA base configuration.
-|SMART_CloudAssumptions=
+|CloudAssumptionsAdditional=<span><span></span></span><span></span>
 |DocVersion=v 1.0.3
 }}

@@ Line 1: / Line 1: @@
 {{SMART UseCase
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Agent Competency
@@ Line 7: / Line 10: @@
 |UCBenefit=Targeting of training and development based on individual gaps reduces overall training and administration costs. Consolidated record management reduces manual processing, errors and omissions, enabling organizations to demonstrate high quality data for certifications such as ISO 9001, COPC CSP and CUIKA.
 }}{{SMART Benefits
-|UCBenefitID=Improved Customer Experience
+|UCBenefitID=Improved Net Promoter Score
 |UCBenefit=Developing and training to high performance "Blueprints" improves customer experience.
 }}
 |UCOverview=This extensional use case is built on foundational use cases {{#mintydocs_link:topic=EE13}} and {{#mintydocs_link:topic=EE14}}. It unlocks the key differentiating features of Performance DNA, enabling organizations to:
 * identify skills & capabilities that drive high-performance,
-* personalize employee engagement and development,
+*identify skills & capabilities that drive high-performance,
-* increase coaching and training ROI, and
+*personalize employee engagement and development,
-* help achieve better business outcomes.
+*increase coaching and training ROI, and
 This use case is applicable in the following scenarios:
 * For existing customers who have deployed use case EE13 previously: Implementation of use case EE16 will be done in conjunction with use case EE14;
-* For existing customers who have deployed use case EE14 previously: Implementation of use case EE16 will be done in conjunction with use case EE13.
+*For existing customers who have deployed use case EE13 previously: Implementation of use case EE16 will be done in conjunction with use case EE14;
-* For new customers who are deploying use case EE13 and EE14 simultaneously: Implementation of use case EE16 will be done in conjunction with the above.
+*For existing customers who have deployed use case EE14 previously: Implementation of use case EE16 will be done in conjunction with use case EE13.
 This use case addresses a number of pain points:
 * '''Performance management optimization''' – Develop performance "blueprints" based on multiple key performance indicators and employee skills & knowledge used to improve key business metrics. Gain key insights on the skills and capability of high performers and use this as the basis for developing skills and capabilities of all other employees.
-* '''Targeted personal development based on KPIs''' – Performance DNA blueprints help organizations identify specific skills and capability gaps of an employee when compared against a high performer in the same role. This enables targeted training and coaching based on each employee’s unique needs. Since development is based on high-performer skills and capabilities, the activities undertaken are aligned to overall business goals and targets.
+*'''Performance management optimization''' – Develop performance "blueprints" based on multiple key performance indicators and employee skills & knowledge used to improve key business metrics. Gain key insights on the skills and capability of high performers and use this as the basis for developing skills and capabilities of all other employees.
-* '''Reduced Operating Costs''' – By aligning employee skills and capabilities to actual business performance, organizations increase their returns on investment. Targeted coaching and training are more effective and reduce the overall number of sessions that need to be scheduled.
+*'''Targeted personal development based on KPIs''' – Performance DNA blueprints help organizations identify specific skills and capability gaps of an employee when compared against a high performer in the same role. This enables targeted training and coaching based on each employee’s unique needs. Since development is based on high-performer skills and capabilities, the activities undertaken are aligned to overall business goals and targets.
-* '''Consistent customer experience''' - Gain actionable insights into the key skills drivers of company top performers and how these skill sets can be replicated to drive a consistent customer experience across all channels, enterprise-wide.
+*'''Reduced Operating Costs''' – By aligning employee skills and capabilities to actual business performance, organizations increase their returns on investment. Targeted coaching and training are more effective and reduce the overall number of sessions that need to be scheduled.
-* '''Conformance with ISO 9001 and COPC CSP Standards''' – Consolidate record management across coaching, training, and operational performance functions. Reduce manual processing, omissions, and errors. Organizations pursuing or maintaining ISO9001 and/or COPC CSP certifications benefit from having high data quality (CUIKA) and system-generated reports that measure completion, results, effectiveness, trends, and sustained improvements as required by certification standards.
+*'''Consistent customer experience''' - Gain actionable insights into the key skills drivers of company top performers and how these skill sets can be replicated to drive a consistent customer experience across all channels, enterprise-wide.
 |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 42: / Line 50: @@
 Employees, and their managers, will be able to view skills and performance data in a single location, improving coaching flow and day-to-day conversations.
 |PainPoints=* Coaching and training is not delivering the desired performance improvement
 * Employee development budget reductions are limiting the scope that can be covered
@@ Line 51: / Line 60: @@
 * Replicating key skill drivers that deliver a consistent customer experience across all channels.
 * Centralize reporting for training and coaching
 |MaturityLevel=Consistent
 |SellableItems=No sellable items, Please reference prerequisits
 |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 83: / Line 96: @@
 * build a consolidated Agent DNA framework using both KPI and Assessment metrics.
 * set up business rules to automatically assign learning items to support identified performance or knowledge gaps.
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=N/A
@@ Line 89: / Line 103: @@
 |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.
 |RequiresAll=EE13, EE14
 |PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from <span>a standalone cloud</span> in a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats is 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 51: / Line 51: @@
 * Replicating key skill drivers that deliver a consistent customer experience across all channels.
 * Centralize reporting for training and coaching
 |SellableItems=No sellable items, Please reference prerequisits
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 88: / Line 89: @@
 |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.
 |RequiresAll=EE13, EE14
-|PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from a standalone cloud in a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats is required to deploy a local standalone (independent) instance.
+|PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from <span>a standalone cloud</span> in a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats is 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.
+|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 88: / Line 88: @@
 |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.
-|SMART_HybridAssumptions={{SMART HybridAssumptions
+|DocVersion=v 1.0.3
 |RequiresAll=EE13, EE14
 |PremiseAssumptionsAdditional=* Performance DNA solution is offered to On-Premise customers from a standalone cloud in a Cloud-only supporting Hybrid Architecture. A minimum of 200 agent seats is required to deploy a local standalone (independent) instance.

@@ Line 51: / Line 51: @@
 * Replicating key skill drivers that deliver a consistent customer experience across all channels.
 * Centralize reporting for training and coaching
 |SellableItems=No sellable items, Please reference prerequisits
 |CloudAssumptionsAdditional_Sales=Capabilities Assumption:
@@ Line 60: / Line 59: @@
 |BusinessFlow=The following diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/2483ba6e-d54b-48c0-a475-4b49848173c8/0
-|BusinessFlowDescription=# Complete Performance DNA base configuration:
+|BusinessFlowDescription=# Performance DNA has been provisioned and configuration has been completed in the cloud.
-#* Install Performance DNA server, meeting minimum specifications.
+# Complete the branding of application in line with the customer’s brand, including fonts, colors, and logos.
-#* Complete branding of application in-line with customer’s brand, including fonts, colors, and logos.
+# Complete use case {{#mintydocs_link:topic=EE14}}.
-#* Complete use case {{#mintydocs_link:topic=EE14}}.
+# Complete use case {{#mintydocs_link:topic=EE13}}.
 # Correlate agent knowledge and KPI Data to identify top performers.
 # Build high-performer DNA ‘blueprint’
@@ Line 90: / Line 88: @@
 |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.
 |SMART_HybridAssumptions={{SMART HybridAssumptions
-|Hybrid_Assumption=v 1.1.3
+|Hybrid_Assumption=v 1.0.3
 }}
 }}

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